Does Wyrd answer customer support emails?

[benw]

Hi,

Not sure if this is the right place to post this.

Do people find that Wyrd are good at answering customer support emails?

I wish I could say that I had but so far I haven't.
I have been waiting 2 weeks and still am yet to here anything back from them in regards to some missing pieces of a miniature.

I have sent 2 emails in this time but no reply.

Anyone have any other ideas how I can contact them?

Cheers

[Ratty]

who did you send the emails too? They are normally really good.

nathan@wyrd-games.net is probably the address I would use if you have had no luck.

[benw]

I will give that one a go. I had used their own contact service available on their website. I assumed that would have been the best way to go, given that it is available to the public. I shall try an email to directly to this address.

Thanks

[Q'iq'el]

I've always had my mails answered within 24-48 hours. Obviously sometimes there is a weekend in the way and sometimes a holiday hits the service ;), but on a working day the only delay I've ever experienced was due to time zone difference.

I've always used the "Contact Us" link in the bottom left corner of the Home page and the WWW form which pops up when you click it. I also tend to include links to the pictures of the problematic products.

I wonder, if trying to take shortcuts by writing directly to the Wyrd employees is what may end up delaying the correspondence (that person may actually be very busy at the moment and someone else is handling the service. I also have to add that I never got the Online Store feedback form to work properly for me (always the form was rejected despite the fields being filled out properly)... but I haven't even tried using it for months now, so it might have been fixed in the meantime.

[Bigmike]

Sorry to hear that this hasn't gone well for you. I have had great experiences with them. Then refered a friend to contact them with 2 problems he had, they responded quickly as well. Sometimes things fall through the cracks under the best circumstances so try the link from ratty, I'm sure they will handle it to the best of their ability.

[benw]

I had always heard great things about Wyrd from anyone that had dealt with them which is why I was surprised that I went 2 weeks and no reply. The form worked properly because it sends you an email to let you know that they have received the message. I just sent an email to Nathan so let's see how it goes.

I'm sure it is just an honest oversight but you get to a point where you don't want to keep waiting.

[Bexley]

I have it on good authority that they hire local actors to come to their offices and read customer service emails aloud in funny voices, so they can all laugh at the misfortunes of others as a bonding experience. True story!

[Soundwave]

IIRC, they don't always answer the emails, they just ship the missing stuff to you. Since shipping takes forever, it can be a bit trixy to know the status but...yeah. That's from my past experience. So maybe it has already been sent!

[benw]

IIRC, they don't always answer the emails, they just ship the missing stuff to you. Since shipping takes forever, it can be a bit trixy to know the status but...yeah. That's from my past experience. So maybe it has already been sent!

No that's not the case. They don't have my shipping information as yet as I bought the miniatures through an independent store. The store has referred me back to Wyrd as they have said that the company is usually good at fixing up problems like this.

I will give Nathan a chance to answer the email I have sent today.

[magicpockets]

I have it on good authority that they hire local actors to come to their offices and read customer service emails aloud in funny voices, so they can all laugh at the misfortunes of others as a bonding experience. True story!

Brilliant :)

[benw]

Thanks for all the help guys. It seems emailing Nathan directly is the way to go. He is going to fix it all up for me. Good work forum and good work Wyrd!

[Spiku]

Even though it is resolved, I would like to add that the Customer Support is pretty top notch; I've yet to have an email not be responded during the working day US time it was sent.

[Omenbringer]

Hell the trouble they went thru with the release of the V2 cards from the first book should be testament enough to Wyrd's outstanding customer service! That couldn't have been cheap or easy (I can think of a few other companies that would have just released something new that you had to purchase).