mattspooner Posted January 10, 2013 Report Share Posted January 10, 2013 Guys, Ordered some stat cards a week before Xmas for UK delivery. (Yes too expensive postage but the cards are actually cheap IMHO). Appreciated that it was Xmas etc but them came quick enough, BUT instead of the 4 Marionette cards requested, I got 3 and a wicked doll. Completed the form but should I have used the mispack form? What is peeps experience of the turnaround for the Contact forms? Quote Link to comment Share on other sites More sharing options...
benw Posted January 18, 2013 Report Share Posted January 18, 2013 Rookie mistake. Don't use the old Contact Forms - I am still waiting. I found if you email them directly you get a good response. Quote Link to comment Share on other sites More sharing options...
emissary Posted January 19, 2013 Report Share Posted January 19, 2013 I've been waiting almost 2 weeks for a response about a missing Rail Golem foot myself through the contact form. I may try emailing them directly. Is there a certain email address that works? Quote Link to comment Share on other sites More sharing options...
Mako Posted January 19, 2013 Report Share Posted January 19, 2013 It's been said before by the guys that they will only contact you if they need more information, if they have everything they need to fix things they just get on with it rather than emailing. So I'd wait your usual postage times to see if it appears in the mail before worrying about it. Not ideal perhaps, but so long as you saw the little notice when you submitted the contact form you should be good. Quote Link to comment Share on other sites More sharing options...
emissary Posted January 19, 2013 Report Share Posted January 19, 2013 I understand. What creates the confusion is how long you should wait before you need to inquire about its status. Mail here is only a few days. As I said, I submitted it two weeks ago this coming Monday. I'm not concerned yet, but if it hasn't arrived in another week or so, I'll get a little curious. Quote Link to comment Share on other sites More sharing options...
Mako Posted January 19, 2013 Report Share Posted January 19, 2013 Sorry, I was meaning the OP with the mail time thing, in your case yeah that might be worth an email once the two weeks are up. But from what I've seen, they're pretty good with this kind of thing so you likely won't get a 'sorry it's now more than a week after you bought it so we won't swap it' answer! Quote Link to comment Share on other sites More sharing options...
mattspooner Posted January 22, 2013 Author Report Share Posted January 22, 2013 Still hadnt heard anything from the initial enquiry, have now tried the mispack form but not holding out hope. Not impressed. The postage for stat cards to the UK is bordering on outright theft and then to get the wrong cards and no answer to the enquiry has left me feeling REALLY disappointed with the customer service. I don't accept that acknowledging emails gets in the way of the process of dealing with the issue, keeping customers informed is what makes for happy customers. Quote Link to comment Share on other sites More sharing options...
wormdrink Posted January 23, 2013 Report Share Posted January 23, 2013 Still hadnt heard anything from the initial enquiry, have now tried the mispack form but not holding out hope. Not impressed. The postage for stat cards to the UK is bordering on outright theft and then to get the wrong cards and no answer to the enquiry has left me feeling REALLY disappointed with the customer service. I don't accept that acknowledging emails gets in the way of the process of dealing with the issue, keeping customers informed is what makes for happy customers. Good luck. I had a mispack of the terraclips. They initially replied to my email asking me to fill out the mispack form. I filled it out and heard nothing for 3 weeks. Then I emailed Nathan (in reply to his original response) and have yet to hear anything. Something must be going on if they can't keep up with simple customer service demands. I'm giving it another couple of weeks before taking the tiles and clips back to the RPG shop for store credit and letting them deal with it. Quote Link to comment Share on other sites More sharing options...
Barnaberible Posted January 24, 2013 Report Share Posted January 24, 2013 yeah, I had a missing peice from a Yan Lo box set, emailed and then Nathan told me to fill out the form on the website with photo etc, which I did. So far no acknowledgement, no replacement peice, no anything. This was around 3 weeks ago and I have recieved my replacement stat cards for Lucas & Yan Lo but no replacement piece. I am going to try again by emailing Nathan, TBH its not great, just an acknowledgement to say yes we got your request would have been fine Quote Link to comment Share on other sites More sharing options...
mattspooner Posted January 24, 2013 Author Report Share Posted January 24, 2013 Just a quickie to say that I got an email this AM to tell me a full set of replacement Marionettes cards are being sent. Oooo, replacement cards for Yan Lo. Did you get a set for my one too? Quote Link to comment Share on other sites More sharing options...
Barnaberible Posted January 24, 2013 Report Share Posted January 24, 2013 I emailed Nathan and he confirmed that there has been a delay for holidays etc but everything is now processed so great news Yes I have your cards Matt, if you DM me your address on Twitter I will post them to you if your not around Quote Link to comment Share on other sites More sharing options...
emissary Posted January 25, 2013 Report Share Posted January 25, 2013 Received my rail golem foot in the mail today. Big thanks to wyrd! Quote Link to comment Share on other sites More sharing options...
wormdrink Posted January 25, 2013 Report Share Posted January 25, 2013 Wyrd shipped a new Terraclips set Priority Mail and it arrived today. I finally have my I-clips! Super stoked, thanks to all who helped move this forward. Quote Link to comment Share on other sites More sharing options...
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