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Mechs vs. Minions» Forums » General

Subject: Broken figure - customer support reply time? rss

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Kevin Witt
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I have seen a few threads with people having broken components. How long did do it take to get a reply when you raised it? Or have you not had one yet?
One of my player miniatures arrived broken. The guy riding a mechanical dog was riding a headless dog! Very thematic with Halloween on the way I guess! I raised it 2 days ago to no reply yet.
This is fine if they are getting hammered with such questions. As long as it doesn't take as long and wizkids did with the mage knight add on!
 
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Sebastian J.
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Just received my first answer.

Ticket opened: Wednesday 20:32
First answer: Friday 12:15
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Mike DePasquale
United States
New Jersey
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I'm sure once shipping is completed they will be way more responsive. From the message I got back they seemed to not have been prepared for the masses of orders. They are not shipping in first in first out but complete random which sorta blows. But pretty sure that once that is cleared up they will be way more responsive.
 
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Adam Hostetler
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Warminster
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indianajo883 wrote:
They are not shipping in first in first out but complete random which sorta blows...


I was thinking about this and decided that due to the way the orders came in (pretty much at random based on who was lucky enough to get an order through) that shipping randomly is probably the most fair way to do it.
 
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Sebastian J.
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I just received an order confirmation for replacement miniatures. That took less than 48 hours.
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Matloob Qureshi
United Kingdom
Cambridge
Cambridgeshire
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I'm not writing to complain, more just comparing notes. I have exacttly the same mech broken in the same way.

I've been waiting since Friday when they added my ticket to the Merchandise team queue. It sounds like they'll replace it once they get round to it.
 
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Kevin Witt
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Someone contacted me to ask more info regarding my order number on Friday. But no followup since about what's happening.
Maybe that miniture isn't as protected as they thought in the box for long distance travelling? Pleased I'm not the only one though.
 
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Chris Cantrell
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California
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Brego wrote:
Pleased I'm not the only one though.


Well, I'm not. soblue

It may take some time to get to all of the tickets, but we'll get this sorted.
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David Williams
Scotland
Elgin
Moray
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Quote:
Pleased I'm not the only one though.


Hmmm... I'm sure you didn't mean this the way it reads. It reads as if you are actually pleased someone else also has a broken miniature?

If you mean it's reassuring to know you're not alone, as it means you're less likely to get ignored as a single voice amongst many, I think I get it. But I really don't think you have anything to worry about - even if it was just you, I get the impression they will make sure you get a replacement.
 
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Chris Born
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Brego wrote:
I have seen a few threads with people having broken components. How long did do it take to get a reply when you raised it? Or have you not had one yet?
One of my player miniatures arrived broken. The guy riding a mechanical dog was riding a headless dog! Very thematic with Halloween on the way I guess! I raised it 2 days ago to no reply yet.
This is fine if they are getting hammered with such questions. As long as it doesn't take as long and wizkids did with the mage knight add on!


I had this happen with my figure as well. When I examined the head it just looks like it was simply attached with adhesive to the body; not actually broken.

I applied some superglue, placed it back on, and I'll check on it tonight to make sure it's not headless anymore.
 
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Kevin Witt
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I meant the second one! Safety in numbers and all that
 
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Dean Love
United Kingdom
Coventry
West Midlands
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Took five days for them to get back to me with confirmation that they'd raised my missing package for investigation with UPS. No idea how long that bit will take.
 
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