mikeg99

Well, it's been almost 6 weeks and I finally got my package from Wyrd minis today that was supposed to contain my missing pieces. I opened the package and got a frustrating surprise. Instead of all three of my missing pieces, I received one missing piece. Attached to the invoice, was an email from me listing all of the pieces I needed. Handwritten on the email was a note indicating that only one of the pieces would be shipped. No other explanation. So now I am hoping that I get an order of missing pieces every 5 weeks. In about 10 weeks, I should be made whole again. I appreciate the missing piece I received although it took much longer than it should have. Other people have posted that I should have patience because Wyrd is a small company and they are busy. Unfortunately, my patience has run out. I was told that my problem was being personally handled on August 31st. Wyrd clearly had a list of everything I needed (pictures were included in the email as required) since they enclosed the list with the one item they shipped. My patience is shot. I hope other people with missing pieces have better luck than I do.

Nathan, your post implies that I had some Gen Con issues that already got sorted out in which you did not tell me "all done" with fixing my order. This is not the case. None of my issues have been resolved yet. I am still missing every piece I have contacted Wyrd about since August 7th. I have no problems cutting you some slack to catch up from Gen Con. However, 6 weeks is just ridiculous. What if I was a brand new customer and this was my first experience with your game? I would not give it a second chance based on the customer service I received. As I have stated before, the biggest issue I have is that you told me specifically when the item would ship. It clearly did not. Your email on August 31st, specifically states you personally handled my problem. If you read this thread, I am obviously not the only person with replacement part issues.

If you read the entire thread, the issue is not just how long it has taken to get replacement parts. The bigger issue is when the person in charge tells you via email that he just worked on your missing items request and that request will get mailed within 3 business days. Fast forward two weeks and I am still without the parts. I understand things happen and they are a busy, small company. I have a problem with being told something that is not true. I do not like being mislead. Moreover, it does not matter whether Wyrd is as large as GW or not. Their customer service has to improve. Waiting 6 weeks for replacement parts would not be acceptable in any other consumer industry. I have dealt with lots of game companies. Some larger that Wyrd, some smaller than Wyrd and some the same size as Wyrd. This is by far the worst experience.

Well, I hope they make it right since right now I have 4 or 5 items that are useless. I have been in email contact with Nathan for almost 3 weeks and still no replacement parts. Wyrd needs to be more organized and develop a better replacement part system. I have never experienced this kind of frustration with a game company. In fact, it is a hassle to get replacement parts from Wyrd. I have never dealt with a company who requires photographs of the models, original packaging and the name of the person who packaged the items like Wyrd. Under their policy, not only am I inconvenienced for having a mispack, I am inconvenienced in trying to get replacement parts. Do they really think that many of their customers are going to try to get free bits? If their customer service does not step up, they are going to lose all the momentum they have worked to gain over the past two years. Thanks Wyrd.

Nope. Good luck getting your items as I have written mine off. I am in week 6 of trying to get my stuff from Wyrd. I have an email indicating that my items were being packaged on August 31st and that my items would be mailed on September 1st, September 2nd or September 6th. I still do not have my items. Every time I contact Wyrd, I get brushed off, an excuse, or an "I'm looking into it." Wyrd has the worst customer service out of any hobby company I have ever dealt with. I do not think this is intentional but I do think they are very unorganized and do not have a good system in place for dealing with these issues. I have invested a lot of time and money in Malifaux. I love the game but these customer service issues are very frustrating and make me think about reevaluating how I want to spend my hobby money.

All of the photos were send to Zee. I will resend them to you. I have no problems being patient waiting for the replacement parts. I know you are busy. My issue is the lack of response to the webform and emails. Obviously based on your posts and email to me directly, you are trying to sort that issue out. Thank you for helping. It is appreciated.

I am sure I will get flamed for this but I am at the end of my rope with Wyrd Miniatures. I have send many emails to Wyrd via their webform and direct email addresses. I am not having any luck getting my replacement parts. I am at a loss as to what to do other than post here and hope one of the Wyrd employees sees that I am having some customer service issues. It has been a month since I have been working on getting my problem resolved. That is just poor customer service. I have a lot of money invested in Malifaux. I am starting to rethink my dedication to this game. I have a real hard time spending money on miniatures from a company that is not communicating with me on how to get my replacement parts. Wyrd, if you see this post, please reply to my numerous emails about my missing pieces. It is ridiculous how much time I have spent trying to get parts that should have been included with the miniatures/games I bought. I understand that mispacks happen. That is not a problem. The lack of communication and response to my problem is huge and speaks volumes.

The three different addresses listed in the thread above.

Does anyone know if Zee is back in the office? I am still waiting for an email response. I just sent another email but I am honestly tired of having to track down missing pieces. I have sent numerous emails. One reply acknowleging that Wyrd received what they need to send me my missing pieces would be nice.

Thanks for the quick response and other email address. I'll wait until next week to see if Zee is working on it. My email could have always reached him after he left for the weekend.

I've been having problems with support as well. I bought a Puppet Wars at Gen Con and my box was missing a board. Also, my necropunks blister was missing some parts. I used the webform and after 3 weeks, I did not receive any replies. I used Zee's email address as suggested and received an email the next morning. He requested that I send him some photos. I did as he requested and I asked him to confirm he got them so I know that my parts are on the way. I still have not heard back from him. This has been a very aggravating experince. I understand that Wyrd is a smaller company and I understand that they are busy right now. However, they should at least respond the my emails. I would be much more patient in waiting for my parts as long as I knew they were working on it. At this point, I have no idea what they are doing to fix my problem. This leaves a really bad taste in my mouth. I have an entire game I cannot play (major problem) and a miniature I cannot assemble (minor problem). Please Wyrd, just respond to the emails.