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Z-Man Games» Forums » General

Subject: Z-Man customer service rss

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Malcolm Sleight
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I tell you what, Z-Man's customer service is getting terrible. I received my copy of Ora et Labora in early January, and it was missing the deck of cards. I've contacted Z-Man numerous times and still don't have a replacement?? deck. I'm getting all kinds of excuses about this being an imported game and they are having trouble obtaining spares. I DON"T CARE about their problems - these things should have been considered up front and a stock of spares DEMANDED with the shipment of games. I'm a professional by day, and if my customer service was to this level, I wouldn't have any work at all. At this point in time, it seems that the least they could do is bite the proverbial bullet and break open a game and send me a deck - ARE YOU READING THIS Z-MAN? - or even better, send a replacement game.

Does anyone have an email address other than customer service?
I hope someone from the parent company sees and reads this.....

Malc.
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Geo
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Try contacting Zev here:

Zev Shlasinger
United States
Naples
Florida
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His last login on BGG was today, so he is monitoring BGG.

If that also fails, then try contacting Lookout Games.
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I am not a Zman apologist, but in fairness to them, I feel compelled to say that I happily and coincidentally received this email from them regarding my missing grain token. Perhaps this phone number will help:

Email from Z-Man Games wrote:
Hello XXXXX,
I will ask our warehouse to send you a grain marker.
Regards,
Sal Ilaqua
Z MAN Games
450-424-0655 ext 225
 
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brian
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Zev isn't handling service anymore and it is for the worse. You must contact csr@zmangames.com as posted on the webpage. You will get a generic confirmation email and then have to hope that the piece you asked for actually is coming in 2-4 weeks. And since it is now based in Canada, instead of the US, will take the full 4 weeks.

It really is a shame Filosofia took over service.
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Greg Lott
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ColtsFan76 wrote:
Zev isn't handling service anymore and it is for the worse. You must contact csr@zmangames.com as posted on the webpage. You will get a generic confirmation email and then have to hope that the piece you asked for actually is coming in 2-4 weeks. And since it is now based in Canada, instead of the US, will take the full 4 weeks.

It really is a shame Filosofia took over service.


Agreed. Odds are they don't even know about this website. Bad omens all around for Z-Man games.
 
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Jeff Kayati
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Filosofia certainly knows about BGG. Sophie has an account and posts here on occasion.

There is no doubt that customer service has taken a big hit with the buyout, but we can hope that the level of customer service will improve as things get more integrated.
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brian
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jkayati wrote:
Filosofia certainly knows about BGG. Sophie has an account and posts here on occasion.

There is no doubt that customer service has taken a big hit with the buyout, but we can hope that the level of customer service will improve as things get more integrated.

Possibly. But as a US customer, there will always be a delay because parts are shipping from Canada, which in my experience has the worst postal system.

Hopefully they can put the personal face back on it. I have less concern for the wait if I actually know the piece is in hand. It took several emails and I never got a direct answer if they had a missing piece to Luna that I requested and they were fairly certain they didn't have. I had to wait the full 4 weeks before it finally arrived. But having no communication with them, I just went to Hall Games and had my piece from Germany in a week.
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Jason Arnold
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ColtsFan76 wrote:
jkayati wrote:
Filosofia certainly knows about BGG. Sophie has an account and posts here on occasion.

There is no doubt that customer service has taken a big hit with the buyout, but we can hope that the level of customer service will improve as things get more integrated.

Possibly. But as a US customer, there will always be a delay because parts are shipping from Canada, which in my experience has the worst postal system.


While I'm not defending the definite decrease in response time and whatnought, your first statement isn't completely accurate; it's my understanding that they're setting up one centralized warehouse/site in Canada, as well as one in the US.

The part about the postal system is sort of weird, we were discussing US and CAN postal systems during the last math trade and the US participants seemed to be slamming their system much more than the Canadians. I think CP is definitely lacking but from their statements I took it to mean we were still way ahead.
 
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brian
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Monkeyman wrote:
While I'm not defending the definite decrease in response time and whatnought, your first statement isn't completely accurate; it's my understanding that they're setting up one centralized warehouse/site in Canada, as well as one in the US.

This is not my understanding at all. All material in the US was shipped to Canada was what I was told by either Zev or Sal in one of the emails. There is no US warehouse, and part of the transitional delay was him getting everything up to Canada so they could start sending it back out again. The pieces I have received have all been from Canada.

Quote:
The part about the postal system is sort of weird, we were discussing US and CAN postal systems during the last math trade and the US participants seemed to be slamming their system much more than the Canadians. I think CP is definitely lacking but from their statements I took it to mean we were still way ahead.

Which is why I added "in my experience." I do a lot of international shipping, especially with the Arkham Chessex dice. I always send the Canadian orders out first, then all other international about a week later and then all the US orders. They all arrive at about the same time. The only issues I have had from people being nervous due to delay have all been from Canada with the exception of one. Never in my 15 years of shipping to or from Canada have I had a great experience. So "way ahead" I have never seen, not even remotely close.
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Ari
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ColtsFan76 wrote:
Monkeyman wrote:
While I'm not defending the definite decrease in response time and whatnought, your first statement isn't completely accurate; it's my understanding that they're setting up one centralized warehouse/site in Canada, as well as one in the US.

This is not my understanding at all. All material in the US was shipped to Canada was what I was told by either Zev or Sal in one of the emails. There is no US warehouse, and part of the transitional delay was him getting everything up to Canada so they could start sending it back out again. The pieces I have received have all been from Canada.


I'll second that. I've had 3 shipments for missing pieces and they all came from canada as well. Dungeon Petz, Ninjato, and Speicherstadt.
 
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It's not OCD until you sleeve your UNO cards.
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What did they say when you called them? Sounds like you've been trying to get replacement parts for a couple of months. If you haven't done that yet, it might be the most productive step.

From their customer service page.

Z-Man Games, Inc. tel: 450-424-0655
 
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Ari
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autumnweave wrote:
What did they say when you called them? Sounds like you've been trying to get replacement parts for a couple of months. If you haven't done that yet, it might be the most productive step.

From their customer service page.

Z-Man Games, Inc. tel: 450-424-0655


I doubt it will help. It seems that they are just behind. I waited about a month and a half to two months for my dungeon petz parts and a couple of weeks for the others.

I suspect ora is like dp where they just don't have any copies so it's gonna take some time.
 
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Jason Arnold
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ColtsFan76 wrote:
This is not my understanding at all. All material in the US was shipped to Canada was what I was told by either Zev or Sal in one of the emails. There is no US warehouse, and part of the transitional delay was him getting everything up to Canada so they could start sending it back out again. The pieces I have received have all been from Canada.


I stand corrected. I checked back through my emails (from October) and Sal had said "The plan is for a centralization of all our merchandise, possibly a warehouse in the USA, and 1 warehouse in Canada."

So I guess they went went just the Canadian one, which would explain the exclusive distribution deal in the US.

KissaTaikuri wrote:
autumnweave wrote:
What did they say when you called them? Sounds like you've been trying to get replacement parts for a couple of months. If you haven't done that yet, it might be the most productive step.

From their customer service page.

Z-Man Games, Inc. tel: 450-424-0655


I doubt it will help. It seems that they are just behind. I waited about a month and a half to two months for my dungeon petz parts and a couple of weeks for the others.

I suspect ora is like dp where they just don't have any copies so it's gonna take some time.


I think that's true, I think they're expecting some at the beginning of April.
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Eddie the Cranky Gamer
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Edmonton
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ColtsFan76 wrote:
Possibly. But as a US customer, there will always be a delay because parts are shipping from Canada, which in my experience has the worst postal system.


You clearly don't get around much, do you?

In actual fact, the problem here is the American government. Packages from the US? No problem! Packages in? Oh lord.

I was a frequent Filosofia customer before all this and they always had impeccable customer service.
 
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Greg Lott
United States
Little Elm
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apotheos wrote:
ColtsFan76 wrote:
Possibly. But as a US customer, there will always be a delay because parts are shipping from Canada, which in my experience has the worst postal system.


You clearly don't get around much, do you?

In actual fact, the problem here is the American government. Packages from the US? No problem! Packages in? Oh lord.

I was a frequent Filosofia customer before all this and they always had impeccable customer service.


In defense of Coltsfan, I can second his concerns about shipping to/from Canada. I get shipments from Italy faster than I do from Canada.

You're coming off a little defensive. I suggest you leave politics out of it.
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brian
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apotheos wrote:
ColtsFan76 wrote:
Possibly. But as a US customer, there will always be a delay because parts are shipping from Canada, which in my experience has the worst postal system.


You clearly don't get around much, do you?

Actually I do but I don't travel by post so I really don't know what that has to do with anything.

As I said, I speak from experience. Seeing as how I send about 20-25 packages worldwide every few months, I can see firsthand how quickly things can get to Austria, Spain, Italy, Germany, UK, Australia, New Zealand, South Africa, Singapore. And then there is Canada. So the common denominator is they are the same postal boxes, using the same postal system here in the US. The hiccup is, and always has been, Canada.
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Steve Duff
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ColtsFan76 wrote:
Seeing as how I send about 20-25 packages worldwide every few months, I can see firsthand how quickly things can get to Austria, Spain, Italy, Germany, UK, Australia, New Zealand, South Africa, Singapore. And then there is Canada. So the common denominator is they are the same postal boxes, using the same postal system here in the US. The hiccup is, and always has been, Canada.


Except they're not the same systems at all. Mail to/from Italy, Africa, Australia etc get loaded on planes, and travel the bulk of their trip in just a few hours. To Canada, everything stays on a truck and we're dealing in days instead of hours. It's completely different.

To really compare, you have to find international mail that's also ground only. How are your times to Mexico? That would be the only relevant comparison here.

The problem is we just will never know where the delays exactly are. A two week delivery time could be:

A) 2 days in the US to the border, 12 days tooling around Canada Post.
B) 2 days to a US central collection site, 8 days waiting for a minimum deliverable quantity to accrue, 2 days to the border, 2 days tooling around Canada Post.
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brian
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UnknownParkerBrother wrote:
The problem is we just will never know where the delays exactly are. A two week delivery time could be:

A) 2 days in the US to the border, 12 days tooling around Canada Post.
B) 2 days to a US central collection site, 8 days waiting for a minimum deliverable quantity to accrue, 2 days to the border, 2 days tooling around Canada Post.

I know my package isn't flying directly out of Cedar Lake Indiana to Singapore so it still has to get to its destination on trucks during part of that route, still probably needs to gather to some minimum delivers as well.

I guess my point is I don't really care whether it sits idle for 8 days here or 4 days here and 4 days there or whatever. The point is mailing to Canada has always been a pain to me and always had to deal with the delays.

I didn't see Mexico in my most recent logs so don't have a current comparison. But I have mailed there in the past, and recall sending packages to both Canada and Mexico within a relatively short time frame. No issues with Mexico being delayed but the Canadian one was.
 
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Ron Z
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Talk about a thread that's gone off topic.......
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zilch zilch
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They've gone postal.
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Jason Rupp
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Yep, I'm having issues as well.

I'm still waiting on my replacement chits from over 2 months ago.
 
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Jon Dalesandry
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I bought my copy in February, and some of the chits were damaged. I received replacements within a week. The email I used was csr@zmangames.com.
 
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Matthew M Monin
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Moved to Z-Man company forums
 
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Sophie Gravel
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@Malcom & Jason, would you please send back your request to csr@zmangames.com ?

Kind regards,

Sophie

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S P
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It didn't do me any good when I did it. I received an email months ago stating my replacements chits would be sent and then...nothing. I sent another email a few weeks ago asking for an update and it was ignored.

Terrible customer service.


sophie tout court wrote:
@Malcom & Jason, would you please send back your request to csr@zmangames.com ?

Kind regards,

Sophie

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