William Cunningham
United States
Chicago
Illinois
-
I have a card that's badly mangled on one corner (Agnes) and I sent an email to Z-Man customer service over a week ago asking for help in replacing this.
No reply. Not even a perfunctory "we received your email".
I doubt I'll be buying many Z-Man games in the future if this is indicative of their customer service.
-
Mikhail Kruzhkov
Russian Federation
Moscow
-
Re: Z-Man customer service - don't bother asking for help
Maybe your email didn't reach them for some reason. I had problems with counters and ships in Merchant&Marauders and they sent me (in Russia) replacement right away. They were very helpful and friendly. I recommend to contact them again.
-
William Cunningham
United States
Chicago
Illinois
-
Re: Z-Man customer service - don't bother asking for help
I just did. We'll see what happens. I'm fully prepared to come back here and apologize if the problem wasn't on their end. I'm just frustrated at this point.
-
J
United States
San Diego
California
-
Re: Z-Man customer service - don't bother asking for help
Moved to Z-Man games forum
-
Justin Hoeger
United States
Oceano
California
-
Re: Z-Man customer service - don't bother asking for help
Instead of stewing about it, send a follow-up. I've had a few dealings with Z-Man on components issues, and the company has generally been responsive.
The first time I had a problem I didn't get a reply and wondered why, but I got one almost immediately when I followed up a few weeks later, and the piece I needed arrived quickly thereafter. The next time I had an issue I received a prompt answer and excellent service. When I had trouble, it was Zev answering the query. Assuming he's still the one handling issues like this, he's just one guy, and one guy can overlook or miss an email and never realize it if he's never pinged again.
-
brian
United States
Cedar Lake
Indiana
Mourning the end of the Manning era.
Welcome baby brother Toby James, 03/24, 8 lb. 15 oz.
-
Re: Z-Man customer service - don't bother asking for help
They have been hit or miss. Sometimes I get a response right away, some times weeks later. But it seems to be going downhill.
I found a brand new copy of Luna in an FLGS a couple weekends ago. When I opened it, one of the pieces on the punchboard was missing. Got a response from Zev within 24 hours that they probably don't have spares anymore and I need to send an email to a csr at zmangames dot com. (Not sure why he couldn't have just forwarded it). Sent it off right away and haven't heard anything since.
-
William Cunningham
United States
Chicago
Illinois
-
Changed the thread title to something a little less hostile. I didn't realize that it was basically just one guy in the CSR role. I'll give them the benefit of the doubt on the first attempt. But if I don't hear anything from them by this time next week, I'm going to have to rethink future purchases as I mentioned.
On a side note, when someone mentioned the name Zev it rung a bell with me as I had a polar opposite experience with him when I had some damaged chits in a copy of Earth Reborn. Very quick and very attentive. I'm a little less frustrated now and I'm hoping this is just a silly mix up somewhere along the line. 
-
brian
United States
Cedar Lake
Indiana
Mourning the end of the Manning era.
Welcome baby brother Toby James, 03/24, 8 lb. 15 oz.
-
hepcat1 wrote: I didn't realize that it was basically just one guy in the CSR role.
It is no longer just "one man" that I am aware of. Zev (as in Z-man) did it all himself and was much more prompt. With the acquisition of the company by Filosofia, it has apparently shifted to them.
FWIW, Earth Reborn was the last "good response" I got from them as well. It was right around the time they announced so probably one of the last games produced that Zev was handling.
I did send another email to "csr" and did get a response back that they are looking into my missing piece.
Oh, and it was signed "Sal" with an area code on the phone number to Quebec. So it does appear CustServ is being handled directly by Filosofia.
-
William Cunningham
United States
Chicago
Illinois
-
TheToaster wrote: hepcat1 wrote: Changed the thread title to something a little less hostile. I didn't realize that it was basically just one guy in the CSR role. I'll give them the benefit of the doubt on the first attempt. But if I don't hear anything from them by this time next week, I'm going to have to rethink future purchases as I mentioned. On a side note, when someone mentioned the name Zev it rung a bell with me as I had a polar opposite experience with him when I had some damaged chits in a copy of Earth Reborn. Very quick and very attentive. I'm a little less frustrated now and I'm hoping this is just a silly mix up somewhere along the line. How about just chilling out man - are you really going to cut your nose off despite your face (not buying games again from Z-Man who have a great course record for putting good games out) just because someone hasn't jumped straight away at your finger snap ? Chiiillllllllll 
Try actually reading the post you quoted. Comprehension is tough but with practice you'll get it! Good luck, little warrior!
-
Matt Shinners
United States
New York
New York
-
I recently had a problem with my copy of Earth Reborn (no dice or manuals), and I sent an e-mail. Quick response letting me know they were dealing with it, but they told me there would be a wait before I saw my items.
I'm cool with that, as long as I know they're coming. That was about 2 weeks ago; I'm happy as long as I receive the items within a month (I realize that manufacturing defects happen so I'm willing to give some latitude if I feel I'm being taken care of).
-
Sky Zero
United States
Illinois
-
I contacted them last Friday with a different issue and still haven't heard anything.
-
Atomic wedgie
United States
Vancouver
Washington
-
hepcat1 wrote: I have a card that's badly mangled on one corner (Agnes) and I sent an email to Z-Man customer service over a week ago asking for help in replacing this.
No reply. Not even a perfunctory "we received your email".
I doubt I'll be buying many Z-Man games in the future if this is indicative of their customer service.
Historically for me with Z-man, there have been times when I haven't heard anything, and then after time goes by all of a sudden things show up in the mailbox. My recollection is that this is more typical than atypical. In the end I've always had issues corrected, but I think that I've received e-mails telling me what's going to happen very infrequently.
I'd say wait and if you still haven't heard anything after several of weeks ping them again, and let them know that this is your second try after an extended period of time.
Just a couple of reminders about what they post on their contact/customer service page of their website:
1) "We strive to fulfill all such customer service requests in a timely manner. It takes 2-4 weeks on average to fulfill such requests, depending on the type of request and the game in question. However, do note that some parts are located in Europe and thus take more time to reach customers on other continents.
Since it takes some time to process (and ship) requests please do not email too soon after your initial request. Such emails just clog up the customer service inbox which actually delays the timely fulfillment of issues."
2) They do have their phone number on this webpage: 450-424-0655.
-
William Cunningham
United States
Chicago
Illinois
-
Thanks for the suggestions. I appreciate it!
-
Zev Shlasinger
United States
Mahopac
New York
-
ColtsFan76 wrote: They have been hit or miss. Sometimes I get a response right away, some times weeks later. But it seems to be going downhill.
I found a brand new copy of Luna in an FLGS a couple weekends ago. When I opened it, one of the pieces on the punchboard was missing. Got a response from Zev within 24 hours that they probably don't have spares anymore and I need to send an email to a csr at zmangames dot com. (Not sure why he couldn't have just forwarded it). Sent it off right away and haven't heard anything since.
It is correct: I am not handling customer service requests anymore. Sal is the go-to man. When I did it, I did not always send an email just the part requested. Saved me time. I did start responding to let people know but it depended on the timing, what I had going on, how many requests I had, etc.
Brian: The reason I did not forward the email was to let you know where to send such requests, otherwise, you'll keep sending them to me and I'll have to keep forwarding.
All: Also, CSR does send an automated email when you send a request - if you didn't get it then either your email did not reach them or the automated messaged is in your spam filter.
-
brian
United States
Cedar Lake
Indiana
Mourning the end of the Manning era.
Welcome baby brother Toby James, 03/24, 8 lb. 15 oz.
-
Zman wrote: Brian: The reason I did not forward the email was to let you know where to send such requests, otherwise, you'll keep sending them to me and I'll have to keep forwarding.
All: Also, CSR does send an automated email when you send a request - if you didn't get it then either your email did not reach them or the automated messaged is in your spam filter.
Makes sense. I just thought a forward with a copy to me would have been in order!
Actually, I did receive the auto-reply but was on my phone and it got deleted right away so forgot it occurred. When I followed-up later, the auto-reply came that time and reminded me I got it the first time.
What I was looking for was something more specific since there was a question if the piece even existed to be replaced. I didn't want to wait 2-4 weeks just to find out, "oh yeah, we are out!"
-
The Dave
United States
Brooklyn
United States
-
ColtsFan76 wrote: Zman wrote: Brian: The reason I did not forward the email was to let you know where to send such requests, otherwise, you'll keep sending them to me and I'll have to keep forwarding.
All: Also, CSR does send an automated email when you send a request - if you didn't get it then either your email did not reach them or the automated messaged is in your spam filter. Makes sense. I just thought a forward with a copy to me would have been in order! Actually, I did receive the auto-reply but was on my phone and it got deleted right away so forgot it occurred. When I followed-up later, the auto-reply came that time and reminded me I got it the first time. What I was looking for was something more specific since there was a question if the piece even existed to be replaced. I didn't want to wait 2-4 weeks just to find out, "oh yeah, we are out!"
I think the moral of the story is that YOU FOUND A COPY OF LUNA AT YOUR FLGS?!?!
-
brian
United States
Cedar Lake
Indiana
Mourning the end of the Manning era.
Welcome baby brother Toby James, 03/24, 8 lb. 15 oz.
-
whattheproblemis wrote: I think the moral of the story is that YOU FOUND A COPY OF LUNA AT YOUR FLGS?!?!
Yes. Though not so Local. Had to go 45 minutes away but I visit them occasionally. And paid a little less than MSRP. 
-
The Dave
United States
Brooklyn
United States
-
ColtsFan76 wrote: whattheproblemis wrote: I think the moral of the story is that YOU FOUND A COPY OF LUNA AT YOUR FLGS?!?! .
Ok...now you're just rubbing it in.
-
Zev Shlasinger
United States
Mahopac
New York
-
hepcat1 wrote: Zman wrote:
All: Also, CSR does send an automated email when you send a request - if you didn't get it then either your email did not reach them or the automated messaged is in your spam filter.
Thanks Zev. As I noted earlier, I was frustrated earlier but I ended up toning it down a bit. That being said, I sent another email on Tuesday and still haven't received any type of confirmation reply. I checked my spam box and there's nothing there either. I'm not sure what to do at this point other than call directly.
Calling might help. Do note also that Sal will probably be at NY Toy Fair next week.
The auto response is there to help relieve pressure of having to look and answer emails quickly. People might get answers much faster than the auto response says but if not, at least it offers a buffer.
-
William Cunningham
United States
Chicago
Illinois
-
I actually deleted my reply because just after I posted it, I tried again and received the automated reply. Maybe there was just some email issues between myself and z-man that resolved itself.
Thanks for the quick reply though!
update: and Sal just sent me a very nice email about the situation. My faith in Z-Man has been restored!
-
Paul Beasi
United States
Easthampton
Massachusetts
-
hepcat1 wrote: faith in Z-Man has been restored!
I wish I could say the same. I've been waiting over a month for missing pieces for Troyes. First I was ignored, then I was told the parts were on their way, and most recently I was told they'd just send a whole new game, but so far I've received nothing.
I was missing a whole punch board from Welcome to Walnut Grove and Lookout Games got the replacement to my door in 6 days. From Germany. With a 5€ coupon for my trouble.
Eventually maybe Z-man will offer me the whole company. All I want is the two missing discs!
-
brian
United States
Cedar Lake
Indiana
Mourning the end of the Manning era.
Welcome baby brother Toby James, 03/24, 8 lb. 15 oz.
-
After the initial email from Zev, I tried Hall Games right after forwarding to CSR. The replacement piece came from Germany and arrived yesterday. Still not sure if Filosofia found the piece or not.
-
William Cunningham
United States
Chicago
Illinois
-
Wow, just received my replacement card...and then some.
All I needed was the Agnes card and they sent me a new deck PLUS the playing boards.
Thanks!
-
William Cunningham
United States
Chicago
Illinois
-
Sigh...I take it all back. I just got around to opening the deck they sent me and it's the complete collection of cards from the original UNrevised game...which means it does NOT contain the one card I've repeatedly asked for...the Agnes card.
...and I'm back to square one.
I don't think I've ever had this much trouble getting a good copy of a game I paid good money for with any other company, to be honest. AEG, FFG...heck, even Wizards of the Coast.
-
brian
United States
Cedar Lake
Indiana
Mourning the end of the Manning era.
Welcome baby brother Toby James, 03/24, 8 lb. 15 oz.
-
FWIW, my piece finally arrived from Filosofia.
-
|
|
Posted Tue Feb 7, 2012 8:18 pm
