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Subject: Customer Service Experiences? rss

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Jesse Doe
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Just curious what everyone's experience with Wizkid's customer service has been.

I'm trying to get a simple token that was missing from my copy of Mage Knight, but they have this weird system where you have to create a "package." My request has just been sitting there for weeks, and I'm getting no response from an email I sent.

Fantasy Flight and Asmodee have always so fast and helpful with their customer service. Wizkids has been a real disappointment so far.
 
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Tim M-L
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My experience is that they do not respond. I had a similar problem almost two years ago. I have not had any response from Wizkids or NECA, but my local store fixed it independent of them.
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I know plenty of reviewers, myself included, who have written them for review copies with ZERO response. They simply have no interest in dealing with their fans or customers.

If they didn't make Star Trek: Attack Wing, I wouldn't care at all about them as I don't enjoy most of their games but ST:AW is pretty sweet, so I wish they were better to their customers. Maybe they're just really busy, who knows...I want to give them the benefit of the doubt but...
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Merric Blackman
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I was not aware WizKids had customer service.
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Jesse Doe
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Well...wonderful.

It's past the return date, but I suppose I could order another copy from Amazon and just return my copy of MK with the missing piece. So ridiculous...they cause themselves more trouble by ignoring customers.
 
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Ed
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Little late to the party, but did you ever have any luck with this?

I had a negative experience with Wizkids recently, and have found no way to report it to anyone, only their odd form-based contact page that has no simple email option. I've come to the decision that I'm done with Wizkids as a result - there's a lot of great companies and great games out there, no reason to give my money to people that don't care about their customers.
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Robert DeLand
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Same experience here with a missing die from Quarmageddon. Their replacement mechanism is so complicated I've given up. I was interested in purchasing Mage Knight, Marvel Dice Masters and some of the Star Trek Games, but will probably reconsider that after this experience with WizKids. There are too many good companies out there who do care about their customers.
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Peter Robben
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I don't think they have customer service. They had Kafka design something and called it good.
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R Moore
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I'm having difficulty myself. No response from the official replacement email address after several weeks.

I had purchased Fleet Captains and both expansions, multiple broken parts upon opening the boxes.

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wonka11235
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My experience has been poor. I need to have a MK token replaced, and it has been over a month in their "replacement system" queue, and they have not responded to an email that I sent them 2 weeks ago.

At this point, I will probably avoid Wizkids products going forward.
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Paul Smith
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I got one of the D&D Attack Wing dragons with a misprinted flight dial. That was over two weeks ago. No one has responded to my e-mail. My messages on Facebook basically get a "Sorry, but we're busy" response. There "Package Creation" tool on their web site only cover up through Wave 2 of the game when Wave 4 is on the market. Completely ridiculous.
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Wylie Stone

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Great. Just busted out Mage Knight (bought it a while ago) only to find it had 3 missing cards. I went through that inane web-based thing but am none too hopeful. Has anybody here had a decent experience?
 
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wonka11235
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Just got my replacement piece. Took 2 months, from start to finish, with no emails from customer service except for the "we just mailed your stuff" email at the very end.
 
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Paul Smith
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I just filed a complaint with the Better Business Bureau on WizKids. Their web form is pretty simple. I suggest you all do the same.
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Wylie Stone

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OK - looks like they've made the thing a bit more comprehensible - BUT now they want a scan of the sales receipt showing purchase within 90 days. Hell, I've got games I haven't even opened in twice that time.
So I guess I'm SOL.

I just want 3 cards. That I paid for.
 
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Sky Zero
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Whatever word is worse than atrocious, that about sums up their service. Still waiting for a response on my half dozen requests emailed to them on issues I had with some jacked Mage Knight expansion cards. That was several months ago. I'm speaking with my wallet and they're off my game company buy list. Too many good ones out there to support a bad one.
 
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The all-seeing, all-knowing, all-trollin' Mike Hutton
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Jedo1 wrote:
Just curious what everyone's experience with Wizkid's customer service has been.

I'm trying to get a simple token that was missing from my copy of Mage Knight, but they have this weird system where you have to create a "package." My request has just been sitting there for weeks, and I'm getting no response from an email I sent.

Fantasy Flight and Asmodee have always so fast and helpful with their customer service. Wizkids has been a real disappointment so far.



Somewhere between "god awful" & "are you friggin kidding me"


All will be forgiven if they knock it out of the park with ToEE later this month
 
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Mat
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Add one more to the opinion of "non-existent customer service".

I bought a board game of theirs a month ago (X-Men: Mutant Revolution) and it was missing a bunch of pieces to put together the dials that are essential to the game. I used their buggy replacement system to submit a request and waited.

It's now over a month and I'm still waiting (and emailing them on a daily basis).

I'm comparing this to the time I ended up losing a Raptor for my BattleStar Galactica game (my fault I'm sure) and when I contacted Fantasy Flight the next day, I got a response from them the same day and then received the replacement Raptor almost immediately. Good experience vs. terrible experience.

But then, it probably explains why when I found out that I had missing parts, I went "Oh crap! It's WizKids" as I've had enough experience with their "quality control" from Heroclix and Dicemasters.
 
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Judd Jacobs
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wonka11235 wrote:
Just got my replacement piece. Took 2 months, from start to finish, with no emails from customer service except for the "we just mailed your stuff" email at the very end.


This is good to know. I submitted my package for Mage Knight on their website (damaged character, missing gems and token) on 31MAY16. I have emailed them at 1 week, 2 weeks, and 4 weeks and each time they just keep giving me the same canned response "Thank you for contacting us about your issue. I'm sorry for the inconvenience, please be patient while our packaging department processes your package. I'm sure you will receive your package soon."
 
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R Moore
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I recognize that this is appears to be thread necromancy, but it is actually a pertinent follow up.

I had an amazing customer service resolution to the issue I posted about above.

At Origins this year (2017), I went up to the WizKids booth and gently complained about my broken components from purchasing the expansions to Fleet Captains years ago, my attempt at emailing customer service and my attempt at using the automated service. Anyway a very clear and professional lady by the name of Stephanie [press@wizkids.com] presented herself as the new person who would resolve issues of failed communications and instructed me to contact her in email. I was a little skeptical but did as she said and she promptly translated the issue to the parts department and had all of my components shipped. She even followed up to make sure everything had gone as planned.

I applaud Wizkids for hiring someone like her and thank both Stephanie and WizKids for doing right by this customer in the end.
 
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