benw Posted January 30, 2012 Report Share Posted January 30, 2012 Hi, Not sure if this is the right place to post this. Do people find that Wyrd are good at answering customer support emails? I wish I could say that I had but so far I haven't. I have been waiting 2 weeks and still am yet to here anything back from them in regards to some missing pieces of a miniature. I have sent 2 emails in this time but no reply. Anyone have any other ideas how I can contact them? Cheers Quote Link to comment Share on other sites More sharing options...
Ratty Posted January 30, 2012 Report Share Posted January 30, 2012 who did you send the emails too? They are normally really good. nathan@wyrd-games.net is probably the address I would use if you have had no luck. Quote Link to comment Share on other sites More sharing options...
benw Posted January 30, 2012 Author Report Share Posted January 30, 2012 I will give that one a go. I had used their own contact service available on their website. I assumed that would have been the best way to go, given that it is available to the public. I shall try an email to directly to this address. Thanks Quote Link to comment Share on other sites More sharing options...
Q'iq'el Posted January 30, 2012 Report Share Posted January 30, 2012 I've always had my mails answered within 24-48 hours. Obviously sometimes there is a weekend in the way and sometimes a holiday hits the service , but on a working day the only delay I've ever experienced was due to time zone difference. I've always used the "Contact Us" link in the bottom left corner of the Home page and the WWW form which pops up when you click it. I also tend to include links to the pictures of the problematic products. I wonder, if trying to take shortcuts by writing directly to the Wyrd employees is what may end up delaying the correspondence (that person may actually be very busy at the moment and someone else is handling the service. I also have to add that I never got the Online Store feedback form to work properly for me (always the form was rejected despite the fields being filled out properly)... but I haven't even tried using it for months now, so it might have been fixed in the meantime. Quote Link to comment Share on other sites More sharing options...
Bigmike Posted January 30, 2012 Report Share Posted January 30, 2012 Sorry to hear that this hasn't gone well for you. I have had great experiences with them. Then refered a friend to contact them with 2 problems he had, they responded quickly as well. Sometimes things fall through the cracks under the best circumstances so try the link from ratty, I'm sure they will handle it to the best of their ability. Quote Link to comment Share on other sites More sharing options...
benw Posted January 30, 2012 Author Report Share Posted January 30, 2012 I had always heard great things about Wyrd from anyone that had dealt with them which is why I was surprised that I went 2 weeks and no reply. The form worked properly because it sends you an email to let you know that they have received the message. I just sent an email to Nathan so let's see how it goes. I'm sure it is just an honest oversight but you get to a point where you don't want to keep waiting. Quote Link to comment Share on other sites More sharing options...
Bexley Posted January 30, 2012 Report Share Posted January 30, 2012 I have it on good authority that they hire local actors to come to their offices and read customer service emails aloud in funny voices, so they can all laugh at the misfortunes of others as a bonding experience. True story! Quote Link to comment Share on other sites More sharing options...
Soundwave Posted January 30, 2012 Report Share Posted January 30, 2012 IIRC, they don't always answer the emails, they just ship the missing stuff to you. Since shipping takes forever, it can be a bit trixy to know the status but...yeah. That's from my past experience. So maybe it has already been sent! Quote Link to comment Share on other sites More sharing options...
benw Posted January 30, 2012 Author Report Share Posted January 30, 2012 IIRC, they don't always answer the emails, they just ship the missing stuff to you. Since shipping takes forever, it can be a bit trixy to know the status but...yeah. That's from my past experience. So maybe it has already been sent! No that's not the case. They don't have my shipping information as yet as I bought the miniatures through an independent store. The store has referred me back to Wyrd as they have said that the company is usually good at fixing up problems like this. I will give Nathan a chance to answer the email I have sent today. Quote Link to comment Share on other sites More sharing options...
magicpockets Posted January 30, 2012 Report Share Posted January 30, 2012 I have it on good authority that they hire local actors to come to their offices and read customer service emails aloud in funny voices, so they can all laugh at the misfortunes of others as a bonding experience. True story! Brilliant Quote Link to comment Share on other sites More sharing options...
benw Posted January 30, 2012 Author Report Share Posted January 30, 2012 Thanks for all the help guys. It seems emailing Nathan directly is the way to go. He is going to fix it all up for me. Good work forum and good work Wyrd! Quote Link to comment Share on other sites More sharing options...
Spiku Posted February 14, 2012 Report Share Posted February 14, 2012 Even though it is resolved, I would like to add that the Customer Support is pretty top notch; I've yet to have an email not be responded during the working day US time it was sent. Quote Link to comment Share on other sites More sharing options...
Omenbringer Posted February 14, 2012 Report Share Posted February 14, 2012 Hell the trouble they went thru with the release of the V2 cards from the first book should be testament enough to Wyrd's outstanding customer service! That couldn't have been cheap or easy (I can think of a few other companies that would have just released something new that you had to purchase). Quote Link to comment Share on other sites More sharing options...
Crovax20 Posted June 7, 2012 Report Share Posted June 7, 2012 Hmm after reading this topic, I have tried sending an email to Nathan about a missing 40mm base in my Ophelia starter set. All the gremlins came with 30mm bases, even Pere ravage who supposedly (well according to his card and their online description) should be coming with a 40mm base. Sadly lipped bases are something new to me and I have no spares, so I contacted Nathan. How long does it take for a reply on average? As it has been 2 days now. Quote Link to comment Share on other sites More sharing options...
Chucklemonkey Posted June 7, 2012 Report Share Posted June 7, 2012 Ordinarily I would say that you would have heard by now. Unfortunately this is their busiest time of the year with Gencon fast approaching and with it numerous big releases etc. I am however positive that you will be contacted as soon as they have a clear moment. Good luck. Quote Link to comment Share on other sites More sharing options...
Demonn Agram Posted June 7, 2012 Report Share Posted June 7, 2012 No response should not neccesarily mean your mail isn't being dealt with. Once I had a stat card missing and sent them an email. A week later the stat card came (without any reply from Wyrd)... Quote Link to comment Share on other sites More sharing options...
Pierowmaniac Posted June 7, 2012 Report Share Posted June 7, 2012 Yeah im pretty sure he just prints off the emails passes them to his Arachnids and says 'sort it' Quote Link to comment Share on other sites More sharing options...
Omenbringer Posted June 9, 2012 Report Share Posted June 9, 2012 Ordinarily I would say that you would have heard by now. Unfortunately this is their busiest time of the year with Gencon fast approaching and with it numerous big releases etc. I am however positive that you will be contacted as soon as they have a clear moment. Good luck. This is very true, it is a very busy time of year for all gaming companies. Normally though Wyrd staffers are very good about getting back to their customers (I have gotten responses back within minutes most times, even at really odd times of the night). With that said if it has been awhile, then you should probably try contacting them again (there are a number of things that could have occured to impact the final delivery of the message). Quote Link to comment Share on other sites More sharing options...
Crovax20 Posted June 12, 2012 Report Share Posted June 12, 2012 I've shot another email yesterday evening, so that it would arrive on working hours at wyrd. Got a reply a few minutes later, that they will sort out the problem. Original mail never arrived or just got lost i guess . Quote Link to comment Share on other sites More sharing options...
Omenbringer Posted June 12, 2012 Report Share Posted June 12, 2012 Some times the Gremlins get into the servers and really muse things up. Glad to hear they were able to help you out though. Quote Link to comment Share on other sites More sharing options...
Brandu Posted June 14, 2012 Report Share Posted June 14, 2012 What is the email these days to reach customer service please? I seem to have a problem with bases and some missing hands. Quote Link to comment Share on other sites More sharing options...
Demonn Agram Posted June 14, 2012 Report Share Posted June 14, 2012 try here: https://wyrd-games.net/shop/help.php?section=contactus&mode=update or here: http://www.wyrd-games.net/sendmessage.php (although this is more site/forum based...) Quote Link to comment Share on other sites More sharing options...
Brandu Posted June 14, 2012 Report Share Posted June 14, 2012 Thank you. Quote Link to comment Share on other sites More sharing options...
Bazin Posted August 7, 2012 Report Share Posted August 7, 2012 Sorry for the Necromancy, but I didn't want to start a new thread - I reported a miscast mini a little more than a week ago and I haven't heard anything from Wyrd. Should I expect contact, or will something just show up in the mail? I recognize that it's a busy time with GenCon on the immediate horizon, but I just wanted to know if I should be nagging somewhere else, or resubmit the report. Thanks! Quote Link to comment Share on other sites More sharing options...
Alviaran Posted August 7, 2012 Report Share Posted August 7, 2012 Sorry for the Necromancy, but I didn't want to start a new thread - I reported a miscast mini a little more than a week ago and I haven't heard anything from Wyrd. Should I expect contact, or will something just show up in the mail? I recognize that it's a busy time with GenCon on the immediate horizon, but I just wanted to know if I should be nagging somewhere else, or resubmit the report. Thanks! About two weeks ago I sent in a notice for a mini lacking a card (Voodoo Doll). I never heard anything from Wyrd. Yesterday, it showed up in the mail. I'd give it until about two or three weeks, maybe a touch longer (maybe after Gencon?) since they are going to be so busy right now. This is the first time I've had to deal with their parts service and it went smooth. Didn't have any direct contact, but they took care of me in a timely manner so I'll definitely be patient with them in the future too. Quote Link to comment Share on other sites More sharing options...
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