Customer Support?

[cuzzle]

Does anyone actually check that email? I submitted a message through the site almost a month ago about missing pieces of models and have still not received any communication beyond the automatic "we'll respond as soon as we can" message.

[LoboStele]

Does anyone actually check that email? I submitted a message through the site almost a month ago about missing pieces of models and have still not received any communication beyond the automatic "we'll respond as soon as we can" message.

They're usually pretty good about responding, but you sent your message right in the midst of getting ready for GenCon, so it could have got lost in the craziness. I'd try sending another one. ;)

[nilus]

For replacement parts you can contact Zee directly

zee@wyrd-games.net

He usually gets people sorted out quickly

[Hatchethead]

I've had nothing but great experiences with Wyrd customer support, Zee especially. I had an issue with Privateer Press once, an email with a picture attachment simply didn't show up in the front desk inbox ... I had to call to get it sorted out, at which point they were very gracious ... stuff happens.

[mikeg99]

I've been having problems with support as well. I bought a Puppet Wars at Gen Con and my box was missing a board. Also, my necropunks blister was missing some parts. I used the webform and after 3 weeks, I did not receive any replies. I used Zee's email address as suggested and received an email the next morning. He requested that I send him some photos. I did as he requested and I asked him to confirm he got them so I know that my parts are on the way. I still have not heard back from him.

This has been a very aggravating experince. I understand that Wyrd is a smaller company and I understand that they are busy right now. However, they should at least respond the my emails. I would be much more patient in waiting for my parts as long as I knew they were working on it. At this point, I have no idea what they are doing to fix my problem. This leaves a really bad taste in my mouth. I have an entire game I cannot play (major problem) and a miniature I cannot assemble (minor problem).

Please Wyrd, just respond to the emails.

[WEiRD sKeTCH]

Does anyone actually check that email? I submitted a message through the site almost a month ago about missing pieces of models and have still not received any communication beyond the automatic "we'll respond as soon as we can" message.


I've been having problems with support as well. I bought a Puppet Wars at Gen Con and my box was missing a board. Also, my necropunks blister was missing some parts. I used the webform and after 3 weeks, I did not receive any replies. I used Zee's email address as suggested and received an email the next morning. He requested that I send him some photos. I did as he requested and I asked him to confirm he got them so I know that my parts are on the way. I still have not heard back from him.

This has been a very aggravating experince. I understand that Wyrd is a smaller company and I understand that they are busy right now. However, they should at least respond the my emails. I would be much more patient in waiting for my parts as long as I knew they were working on it. At this point, I have no idea what they are doing to fix my problem. This leaves a really bad taste in my mouth. I have an entire game I cannot play (major problem) and a miniature I cannot assemble (minor problem).

Please Wyrd, just respond to the emails.
Hey fellas.

Zee will be back in the office on Monday. He'll get you sorted out ASAP. Failing that, feel free to contact me at drew@wyrd-games.net or Nathan at nathan@wyrd-games.net

We'll get you taken care of.

[mikeg99]

Thanks for the quick response and other email address. I'll wait until next week to see if Zee is working on it. My email could have always reached him after he left for the weekend.

[nilus]

Thanks for the quick response and other email address. I'll wait until next week to see if Zee is working on it. My email could have always reached him after he left for the weekend.

I think he is at the NOVA open this weekend so he might have even left the office Yesterday

[Manicmac]

If you do not hear from anyone at Wyrd within a few days with a problem, you need to email again. For some reason they did not get your original inquiry, I have found that situation a few times, but once they realize there is a problem it is solved very quickly.

[Serigala]

My Puppet Wars set didn't come with a board either
...or the second pack of Puppet cards,
or the first pack,
or any of the figures
...or even a box.

If you can sort me out too I'd be really grateful.
I can send you a picture of a table with none of the stuff that I didn't get.
:D

[WEiRD sKeTCH]

My Puppet Wars set didn't come with a board either
...or the second pack of Puppet cards,
or the first pack,
or any of the figures
...or even a box.

If you can sort me out too I'd be really grateful.
I can send you a picture of a table with none of the stuff that I didn't get.
:D
Send an e-mail to Zee at zee@wyrd-games.net

[Nathan Caroland]

If Zee fell for that one there would be a few issues. :)

[Manicmac]

You know, you just KNOW, that you or rather Zee will be getting millions of pictures of empty tables right?

[mikeg99]

Does anyone know if Zee is back in the office? I am still waiting for an email response. I just sent another email but I am honestly tired of having to track down missing pieces. I have sent numerous emails. One reply acknowleging that Wyrd received what they need to send me my missing pieces would be nice.

[nilus]

Does anyone know if Zee is back in the office? I am still waiting for an email response. I just sent another email but I am honestly tired of having to track down missing pieces. I have sent numerous emails. One reply acknowleging that Wyrd received what they need to send me my missing pieces would be nice.

Which email are you using?

[mikeg99]

Which email are you using?

The three different addresses listed in the thread above.

[mikeg99]

I am sure I will get flamed for this but I am at the end of my rope with Wyrd Miniatures. I have send many emails to Wyrd via their webform and direct email addresses. I am not having any luck getting my replacement parts. I am at a loss as to what to do other than post here and hope one of the Wyrd employees sees that I am having some customer service issues. It has been a month since I have been working on getting my problem resolved. That is just poor customer service. I have a lot of money invested in Malifaux. I am starting to rethink my dedication to this game. I have a real hard time spending money on miniatures from a company that is not communicating with me on how to get my replacement parts.

Wyrd, if you see this post, please reply to my numerous emails about my missing pieces. It is ridiculous how much time I have spent trying to get parts that should have been included with the miniatures/games I bought. I understand that mispacks happen. That is not a problem. The lack of communication and response to my problem is huge and speaks volumes.

[WEiRD sKeTCH]

I am sure I will get flamed for this but I am at the end of my rope with Wyrd Miniatures. I have send many emails to Wyrd via their webform and direct email addresses. I am not having any luck getting my replacement parts. I am at a loss as to what to do other than post here and hope one of the Wyrd employees sees that I am having some customer service issues. It has been a month since I have been working on getting my problem resolved. That is just poor customer service. I have a lot of money invested in Malifaux. I am starting to rethink my dedication to this game. I have a real hard time spending money on miniatures from a company that is not communicating with me on how to get my replacement parts.

Wyrd, if you see this post, please reply to my numerous emails about my missing pieces. It is ridiculous how much time I have spent trying to get parts that should have been included with the miniatures/games I bought. I understand that mispacks happen. That is not a problem. The lack of communication and response to my problem is huge and speaks volumes.
I've only received one of your e-mails. And it did not contain any pictures of your mis-packaged product.

As to the Gen Con Orders, the last of them went out yesterday. We were busy for the entire month making sure that they were filled. So please, be patient. I'm replying to the one e-mail I received from you yesterday (Aug 30th) right after I post this.

Thanks! :)

[mikeg99]

I've only received one of your e-mails. And it did not contain any pictures of your mis-packaged product.

As to the Gen Con Orders, the last of them went out yesterday. We were busy for the entire month making sure that they were filled. So please, be patient. I'm replying to the one e-mail I received from you yesterday (Aug 30th) right after I post this.

Thanks! :)

All of the photos were send to Zee. I will resend them to you.

I have no problems being patient waiting for the replacement parts. I know you are busy. My issue is the lack of response to the webform and emails. Obviously based on your posts and email to me directly, you are trying to sort that issue out. Thank you for helping. It is appreciated.

[El Indio]

I just sent an e-mail to Zee last night about Perdita missing from a recent Ortega starter purchase. The response was prompt (I guess it helped that I included a picture), and I am satisfied.

BUT.

Two weeks before, I had sent the same message through the "contact us" form on the main website, and received no response at all.

Naturally, this thread helped me find who to really contact to get my problem fixed, but wouldn't it be more helpful to post a list of e-mail addresses to resolve particular problems on the contact page, rather than relying on a form e-mail that must be sorted after the fact -- or, worse, a random forum thread started by a disgruntled customer? If a missing parts problem would be sent to Zee anyway, why not axe the middleman? Or set up different forms to solve different problems. Privateer Press has a simple setup (http://privateerpress.com/support/customers) that works well.

[Rotokultaxe]

I'm getting jealous, El Indio. I emailed Zee monday about missing cards in my Dead justice box set and I still have not received any answer. Is it because I did not include pictures ?

Should I wait or should I email him again with pictures of the opened box ?

[Nathan Caroland]

I processed a load of them today - we get your info, and as long as it either has pictures and/or address, we sort it.

[Rotokultaxe]

OK. Thanks a lot !

[45thdiv]

Oh - I hope mine was one that was sent out. I had a miscast figure, sent photos that were requested and mailing addres to Zee a several weeks back. I tried to ask Zee what the stauts was, but got the e-mail returned with an undeliverable error message.

sigh.

Matthew Grove

[Nathan Caroland]

Shoot that error over to me if you would, interested in seeing it (nathan@wyrd-games.net).

The account works (just tested it) and there shouldn't be anything bouncing or going to error.

[45thdiv]

Thanks Nathan, I just sent you the error and a copy of the e-mail with picture and info that I tried to send to Zee.

Thanks for your help with this.

Matthew Grove

[CubertFarnsworth]

Anyone got their errors on mis-packed items, missing items, bad cast items, replacements, etc. etc. resolved yet?

I was within the first 300 Gen Con Orders, so received my items from multiple orders pretty early and unfortunately there some issues with a couple of the orders, sent emails, got replies (about 3 weeks ago), and nothing since then.

Was just wondering if anyone had received any replacement bits/fixing orders yet.

Thank you

[Kaine]

I think their just catching up on miss packs (pun) now, i had a minor issue with mine and Nathan mentioned that batches of replacements for missing items had been out this week and last.

I would guess that following Gencon, then a huge batch of orders, and then getting the miss packs sorted, and then also handling the dispatches for the new releases to the distributors its been pretty hectic there, its also holiday season.

[mikeg99]

Anyone got their errors on mis-packed items, missing items, bad cast items, replacements, etc. etc. resolved yet?

I was within the first 300 Gen Con Orders, so received my items from multiple orders pretty early and unfortunately there some issues with a couple of the orders, sent emails, got replies (about 3 weeks ago), and nothing since then.

Was just wondering if anyone had received any replacement bits/fixing orders yet.

Thank you

Nope. Good luck getting your items as I have written mine off. I am in week 6 of trying to get my stuff from Wyrd. I have an email indicating that my items were being packaged on August 31st and that my items would be mailed on September 1st, September 2nd or September 6th. I still do not have my items.

Every time I contact Wyrd, I get brushed off, an excuse, or an "I'm looking into it." Wyrd has the worst customer service out of any hobby company I have ever dealt with. I do not think this is intentional but I do think they are very unorganized and do not have a good system in place for dealing with these issues. I have invested a lot of time and money in Malifaux. I love the game but these customer service issues are very frustrating and make me think about reevaluating how I want to spend my hobby money.

[CubertFarnsworth]

Nope. Good luck getting your items as I have written mine off. I am in week 6 of trying to get my stuff from Wyrd. I have an email indicating that my items were being packaged on August 31st and that my items would be mailed on September 1st, September 2nd or September 6th. I still do not have my items.

Every time I contact Wyrd, I get brushed off, an excuse, or an "I'm looking into it." Wyrd has the worst customer service out of any hobby company I have ever dealt with. I do not think this is intentional but I do think they are very unorganized and do not have a good system in place for dealing with these issues. I have invested a lot of time and money in Malifaux. I love the game but these customer service issues are very frustrating and make me think about reevaluating how I want to spend my hobby money.

:wallbash::motz::frusty::mad::damnit::angryfire
:blowup: :bawling::club::argh::261::gunman::vb_mad2: :thsigns05:soapbox::irked::explode::no:
:crap:
:banghead: :ripped: :DOOOOMMM :eviltongu

And Finally.....:facepalm

I do not think that there is enough smileys to convey my emotions about this................I am going to be patient and believe in Nathan's previous statement, and I quote, "And if you've got an order in and there is an issue, we'll make it right, we're not going to say 'so sorry!' and leave you out on the stoop." (http://wyrd-games.net/forum/showpost.php?p=288076&postcount=27)

[mikeg99]

Well, I hope they make it right since right now I have 4 or 5 items that are useless. I have been in email contact with Nathan for almost 3 weeks and still no replacement parts.

Wyrd needs to be more organized and develop a better replacement part system. I have never experienced this kind of frustration with a game company. In fact, it is a hassle to get replacement parts from Wyrd. I have never dealt with a company who requires photographs of the models, original packaging and the name of the person who packaged the items like Wyrd. Under their policy, not only am I inconvenienced for having a mispack, I am inconvenienced in trying to get replacement parts. Do they really think that many of their customers are going to try to get free bits?

If their customer service does not step up, they are going to lose all the momentum they have worked to gain over the past two years.

Thanks Wyrd.

[LoboStele]

Well, I hope they make it right since right now I have 4 or 5 items that are useless. I have been in email contact with Nathan for almost 3 weeks and still no replacement parts.

Wyrd needs to be more organized and develop a better replacement part system. I have never experienced this kind of frustration with a game company. In fact, it is a hassle to get replacement parts from Wyrd. I have never dealt with a company who requires photographs of the models, original packaging and the name of the person who packaged the items like Wyrd. Under their policy, not only am I inconvenienced for having a mispack, I am inconvenienced in trying to get replacement parts. Do they really think that many of their customers are going to try to get free bits?

If their customer service does not step up, they are going to lose all the momentum they have worked to gain over the past two years.

Thanks Wyrd.

Hey man, please remember that Wyrd is not Games Workshop here. They have a TOTAL staff of like...what....12 people? Honestly, we're talking VERY small company here, and with the THOUSANDS of orders that went out during GenCon, there were bound to be some mistakes, and plenty of things to work through. And this is on top of trying to get all of the other stuff sent out that is supposed to be getting released here in September and October!

So they more than have their hands full. Is this an excuse for not taking care of a mistake like yours? Nope, absolutely not. It's just a reality check, and a reminder, that they said they would fix it, so give them time to do so.

Our modern American society has completely screwed people up with this instant gratification nonsense. Nobody has any patience any more

FWIW, I too had a mixup on my order, and sent Zee an email right away, with photos and such, and then sent another email a week or so later to Nathan as well. It's been almost 3 weeks for me now too, but I'm content in knowing that they will solve the issue. In the meantime, I've got PLENTY of other models and other stuff to work on. ;)

[mikeg99]

Hey man, please remember that Wyrd is not Games Workshop here. They have a TOTAL staff of like...what....12 people? Honestly, we're talking VERY small company here, and with the THOUSANDS of orders that went out during GenCon, there were bound to be some mistakes, and plenty of things to work through. And this is on top of trying to get all of the other stuff sent out that is supposed to be getting released here in September and October!

So they more than have their hands full. Is this an excuse for not taking care of a mistake like yours? Nope, absolutely not. It's just a reality check, and a reminder, that they said they would fix it, so give them time to do so.

Our modern American society has completely screwed people up with this instant gratification nonsense. Nobody has any patience any more

FWIW, I too had a mixup on my order, and sent Zee an email right away, with photos and such, and then sent another email a week or so later to Nathan as well. It's been almost 3 weeks for me now too, but I'm content in knowing that they will solve the issue. In the meantime, I've got PLENTY of other models and other stuff to work on. ;)

If you read the entire thread, the issue is not just how long it has taken to get replacement parts. The bigger issue is when the person in charge tells you via email that he just worked on your missing items request and that request will get mailed within 3 business days. Fast forward two weeks and I am still without the parts. I understand things happen and they are a busy, small company. I have a problem with being told something that is not true. I do not like being mislead.

Moreover, it does not matter whether Wyrd is as large as GW or not. Their customer service has to improve. Waiting 6 weeks for replacement parts would not be acceptable in any other consumer industry. I have dealt with lots of game companies. Some larger that Wyrd, some smaller than Wyrd and some the same size as Wyrd. This is by far the worst experience.

[Nathan Caroland]

Mike I've already stated this is getting sorted, if there is/was an issue in the warehouse I would sort it.

I also stated in the last email that I was out of town till Monday and that I would look into it personally then to see what was the hold up. Beyond that, we have fixed a large majority of issues that popped up over Gencon and mailed them out. We do not contact you again saying "all done!".

Actually got a ranting email from overseas yesterday calling all sorts of unflattering things, only to get an email this morning with an apology and 'thanks it arrived this morning'.

While I will admit there were more mistakes made than should have, no one has been forgotten or passed off and is one of the reasons I am handling all of these personally at the moment.

[mikeg99]

Mike I've already stated this is getting sorted, if there is/was an issue in the warehouse I would sort it.

I also stated in the last email that I was out of town till Monday and that I would look into it personally then to see what was the hold up. Beyond that, we have fixed a large majority of issues that popped up over Gencon and mailed them out. We do not contact you again saying "all done!".

Actually got a ranting email from overseas yesterday calling all sorts of unflattering things, only to get an email this morning with an apology and 'thanks it arrived this morning'.

While I will admit there were more mistakes made than should have, no one has been forgotten or passed off and is one of the reasons I am handling all of these personally at the moment.

Nathan, your post implies that I had some Gen Con issues that already got sorted out in which you did not tell me "all done" with fixing my order. This is not the case. None of my issues have been resolved yet. I am still missing every piece I have contacted Wyrd about since August 7th.

I have no problems cutting you some slack to catch up from Gen Con. However, 6 weeks is just ridiculous. What if I was a brand new customer and this was my first experience with your game? I would not give it a second chance based on the customer service I received.

As I have stated before, the biggest issue I have is that you told me specifically when the item would ship. It clearly did not. Your email on August 31st, specifically states you personally handled my problem. If you read this thread, I am obviously not the only person with replacement part issues.

[mikeg99]

Well, it's been almost 6 weeks and I finally got my package from Wyrd minis today that was supposed to contain my missing pieces. I opened the package and got a frustrating surprise.

Instead of all three of my missing pieces, I received one missing piece. Attached to the invoice, was an email from me listing all of the pieces I needed. Handwritten on the email was a note indicating that only one of the pieces would be shipped. No other explanation. So now I am hoping that I get an order of missing pieces every 5 weeks. In about 10 weeks, I should be made whole again.

I appreciate the missing piece I received although it took much longer than it should have. Other people have posted that I should have patience because Wyrd is a small company and they are busy. Unfortunately, my patience has run out. I was told that my problem was being personally handled on August 31st. Wyrd clearly had a list of everything I needed (pictures were included in the email as required) since they enclosed the list with the one item they shipped. My patience is shot.

I hope other people with missing pieces have better luck than I do.

[Manicmac]

Mike, I think this has run it's course. Nathan is going to sort it out. I understand you are not a happy camper, we all get that. I would be a bit miffed if I had your problem, but I also know Nathan is a man of his word, he will sort it out.

[Soundwave]

Myself, I've been starting to wonder where the quality control is. My last order contained a very miscast Lady Justice :(
http://migraine.obnom.org/lj.jpg

[Dolomyte]

Myself, I've been starting to wonder where the quality control is. My last order contained a very miscast Lady Justice :(
http://migraine.obnom.org/lj.jpg

Your being sarcastic right? if so, hilarious.

[jty3]

Same thing happened to mine! ;)

[Pistorius]

I just wanted to add that I had a mis-pack with my Lady J crew. They had accidentally given me the Sonnia Criid crew stat cards. I sent an e-mail to the addresses given in this thread and received a reply from Nathan two minutes after I hit the "Send" button. He said that they would be sending out my new cards this week.

So far, Wyrd Customer Service has an A+ from me. I'll let you know when the cards arrive.

[Regnak]

Myself, I've been starting to wonder where the quality control is. My last order contained a very miscast Lady Justice :(
http://migraine.obnom.org/lj.jpg

That is terrible. You better send it to me....

[Stern]

Same thing happened to mine! ;)

mine too! must have been one dodgy batch ;)

[Pistorius]

My replacement cards arrived in the mail today. That was a very quick resolution to the problem, in my opinion.

Good job, Wyrd!

[Ghaz]

I have to say that my experience getting replacement parts was positive. I emailed Nathan with my issue and attached photos and barely a week later they arrived in the mail. Thanks Nathan and gang.

[Wyrrn]

I just had an awesome experience with Wyrd customer service. I received a large order from an online retailer, but my Guild Guard blister included an incorrect sword arm (it had the arm from the female guard out of the Lucius box). I simply used the contact option on the Wyrd online store, and Nathan responded very quickly promising to fix the issue. Just a couple days later I received the correct sword arm in the mail.

Oh, and even better.....one of the Crew boxes in my order had a Miss Pack inside! :drew

THANK YOU WYRD!!!

[Geckilian]

I had a misaligned Watcher Body and a Witchling with part of a sword missing, as well as missing cards from some Bayou Gremlins plus an old card with Zoraida a short while back. An email or two later and presto, problems solved! Just got the cards in today and the models arrived a few days back, so a quite respectable turn around time considering I'm in the UK.

Cheers!

[Dolomyte]

I just had an awesome experience with Wyrd customer service. I received a large order from an online retailer, but my Guild Guard blister included an incorrect sword arm (it had the arm from the female guard out of the Lucius box). I simply used the contact option on the Wyrd online store, and Nathan responded very quickly promising to fix the issue. Just a couple days later I received the correct sword arm in the mail.

Oh, and even better.....one of the Crew boxes in my order had a Miss Pack inside! :drew

THANK YOU WYRD!!!

Huh, my Collodi box set had a miss pack inside too. Im guessing they were just trying to get rid of extras. That or someone is really really bad at their job =p

[Inquisitor Wall]

She was designed to be a miss pack. I dont think it is so much trying to get rid of extras as it is what she was designed to be.

[Wyrrn]

She was designed to be a miss pack. I dont think it is so much trying to get rid of extras as it is what she was designed to be.

Exactly. They did it as a special bonus for the customers. I just didn't know there were still any floating around out there, but apparently some of the bonus boxes are still out there with various retailers.

[Biadetic]

HAd a Kirai box set missing a Seishin, so promptly emailed, got a reply from Nathan asking for address and a picture. So I sent both. But that was near over 2-3 weeks and I havnt heard anything since, should I re-email or is this the norm?

Cheers.

[Ciaran]

HAd a Kirai box set missing a Seishin, so promptly emailed, got a reply from Nathan asking for address and a picture. So I sent both. But that was near over 2-3 weeks and I havnt heard anything since, should I re-email or is this the norm?

Cheers.

Not the norm at all. If the the parts are caught in customs on your side of the Atlantic it could be rough... I would ask for clarification. They're a good company, they're definitely not going to hose anyone.