I got this from a Hasbro representative. I made a complaint about the new tooys not being available but they are being announced as avaliable. Here's the answer.

 

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Subject

New energon toys availability in Puerto Rico

 

Discussion Thread

Response (Kelly) 08/13/2004 02:16 PM

Hi *****,

 

Thank you for contacting Hasbro, Inc.

 

We apologize for the difficulties you are encountering trying to locate the Transformer Energon products in your area.

 

Unfortunately, we do not have any control over how product is distributed. We do not ship to individual stores, we ship to distribution centers.

 

However, we have forwarded your e-amil to the product and marketing teams to see if they can look into this matter further.

 

 

I suggest that we should start letting know Hasbro what's going on with the distribution of the new toys. Probably they will do something about it if we voice our concern. They took two days to answer this, so I think they decided to do something.

Hate to break this to you, but I'm sure that was a form letter, auto-sent after someone glanced at your e-mail and shunted it to the appropriate response generator.

 

You likely aren't the first to send that particular complain (hence the form-letter), nor will you be the last. Unfortunately, as it said, they have no control over what happens after the toys are shipped to the stores' distribution-centers, and sales/stocking policies are entirely up to the sellers.

 

After all, Hasbro's already been paid. All the stores are doing by selling to the consumers is recouping what they've already paid the manufacturer for their shipment(s). Whether the store constantly stocks new items (or even orders them), or lets old stock sit on shelves and pegs, hoping it will sell first so they don't have to take a loss on their investment, is the store's call.

 

As for taking 2 days to answer you, that would be because they are an international company and likely get thousands of e-mails per day, at the least.

You know they really don't care about you or your problem, and that they're just putting very official words in there to make you feel good, right?

If you really want to complain, the stores are the ones you should be contacting, as said, Hasbro just ships the stuff to distribution centers. From there, it falls upon the individual stores/chains to take it from there.

You know they really don't care about you or your problem, and that they're just putting very official words in there to make you feel good, right?

:tflaugh :tflaugh :tflaugh :tflaugh

You know they really don't care about you or your problem, and that they're just putting very official words in there to make you feel good, right?

 

You know that's an ignorant, not to mention extremely pessimistic, argument. It's not really based on anything except your dim view of Hasbro and maybe companies in general. (Not to jump to conclusions, but that's what it sounds like.)

 

Marketing research has shown that it is important for companies to take these complaints seriously - basically each negative comment that actually reaches them indicates dozens, hundreds, maybe thousands of similar such views, in the grand scheme of things. Each lost costumer represents more lost business than is immediately apparent, due to word of mouth, loss of repeat business, etc.

 

Why do you think Hasbro ultimately decided to make a blue Alternator Tracks? Because they saw the complaints on forums such as this one, and paid attention, and they knew they were going to lose business otherwise.

 

A company like Hasbro needs to generate profits to survive, so yes, they DO care about money. Good companies also know that in order to make money, they have to create a worthwhile product, which means pleasing their customers.

 

So enough Hasbro bashing - because ultimately you're bashing the free market system. What are you, a bunch of red commies???

 

:usa

 

... and I'm Canadian, for god's sake!

Why do you think Hasbro ultimately decided to make a blue Alternator Tracks? Because they saw the complaints on forums such as this one, and paid attention, and they knew they were going to lose business otherwise.

Okay then, let's try an experiment. Let's put all our combined efforts into getting a single product through that wouldn't otherwise. If Hasbro listens to it's customets as you say it does, then the product will be made. If not, then maybe Hasbro doesn't listen to customer input. Sound fair?

I'm going to have to agree with DecepticonusPrime on this one.

 

Things like customer base, repeat customers are important to a successful company.

 

The bottom line is that one lost customer or in this case customers feeling that asbro doesn't care if a customer doesn't get the toy they want equals lost dollars. In fact once you count the 11 or so people that the upset customer tells his or her complaints to then not only has hasbro lost one customer but also lost 11 potentual new customers.

 

The job of an executive here is to continue making the sales. If someone desides to stop buying transformers cos there just seems to be nothing new anymore then that is lost money and that exec has to recoop those missing funds else where; maybe fire some one.

 

the people at the lower level of hasbro don't care about your problems , that's true.....but those at the top take losing a customer very personaly.

 

So first you need to talk to some one who is at the top of the food chain.

 

Trust me those at the top will do anything to stay there.

 

hasbro have their cash now but they are now planning for next year now. and if the distribution centers don't move toys then the interest will be lost and those centers won't be ordering much of next years shipment.

 

All in all it is the centers who are at fault but if an exec has to punish some one ...it will be their representitive. And why is that....cos it is the reps responcibility to make sure those pegs are filled with fres toys.

 

My suggestion; call hasbro and ask to speak to the feild rep supervisor.

If stocks turns over more often, first thing that will happen is that prices will go up.

 

Very simple, places like Wal-Mart can cust costs, 'casue they buy things in bulk. Thats why there's still a glut of Ironhides everywhere.

 

We cant win..........

something must be done, in europe we have only had 5 reissues and wave 1 of energon and 2 altenators. where are the others?