Where's the Customer Service?!

[crimzzen]

How the heck do you get a hold of anyone at Wyrd?! Seriously, their customer service is just crap - So far it's the worst I've experienced in the gaming world.

I've attempted to contact Wyrd via email 2 (or 3) times now regarding different topics and I have YET to have received a reply to ANY of them. The last one was particularly frustrating as I placed an order for some minis from the store but forgot to add Zoraida's stat card to my order. Rather than pay the 16.50 shipping to Canada again (16.50 to ship to Canada?! Seriously? Most boxes that size I get from the US are closer to 4-5$) I emailed Nathan @ Wyrd (email address provided in my order information) within 20minutes and asked him to add the card to my order prior to shipping... My order apparently shipped 2 days later and I have no idea if the card was added or not (I'm assuming no).

This is terrible service, like I said its the worst I've experienced from any gaming company (and I play a fair few games). To me, it's a good as any reason to NOT play a game when I've got so many choices of other systems that are equally as good. Say what you will about GW or PP but they at least put an effort in.

Anyone have any suggestions, I'd really NOT like to pay 16.50 shipping again for a 0.50 card nor do I feel the need to support Wyrd anymore by buying the Zoraida model AGAIN.

[pepe5454]

That's weird I just emailed Wyrd with a problem and heard back from Nathan right away. Did you use your own email or did you go through the contact us button on the site? Might be setup to assign more importance to those coming from the site. Anyways you could download the pdf of the stat cards and print out your own copy if you want if you even wanted could probably take it to a print/copy store and have it coming out about the same as the original stat card.

http://www.malifaux.com/Downloads.php

[Pierowmaniac]

Well to be honest I don't think it would be the end of the world if they hadn't shipped the card, seeing has Zoraida is one of the free downloadable V2 card's.

Not commenting on the customer service has I've never actually contacted or used them. Although I've noticed the vast majority of threads on this forum that relate to customer service are all positive and even the rarer negative posts end on a positive note.

[Hatchethead]

Not discounting your experience, but I've always found Wyrd customer support to be exemplary, and I've dealt with them several times since I started playing back in 2010.

During Gencon 2011, I forgot to add a card to an order. I emailed just as you did, I even offered to pay the 50 cents via Paypal. I didn't hear back (it was Gencon, after all), but the card arrived as requested, free of charge. Nathan had added it to the shipping receipt by hand, in pencil.

It doesn't matter how ace a company's customer service is, someone will always slip through the cracks. I guess today, that someone is you. Sorry to hear it. Hope you get your issues sorted.

[Ozz]

My experience with their customer service was rather simple, they took what they needed from me (My address, and posted what was required to me, and i had it arrive at my door in the UK free of charge 6 days later) But like you i didn't hear a response, so assuming you gave them a reference to your order, they may have not felt a need to contact you again, although i can see your frustration. And again, i had a little note added in pencil to the receipt, which was nice, and so i am hoping this is what is happening for you.

[crimzzen]

Well, the first question I sent (not pertaining to this order) was via the website and was never answered. The next issue was through personal email and I didn't not receive a reply (although I'm still awaiting the package). I offered to pay for the card, I just didn't want to spend another 16.50 for shipping.

If the card shows up with my order I will be happy to eat crow and sing Nathan's praise but I guess the lack of response has me skeptical.

I realize I could print the card but I do like to laminate my stuff and would really like to have the official card. Also, I could see issues at events with self printed material.

ke I said, I'd love to be proven wrong. Will update everyone once the order arrives.

[letsallchant]

hi, wyrd are really top notch in my experience. i would not see the lack of response as a bad thing, they tend to sort that #### out rather than waste time playing email ping pong

[Clousseau]

My recent experience with a mispacked order was very positive. A quick email exchange with Nathan clarified the problem and my corrected order should be with me next week.

[Oathborne]

I just emailed them a few minutes ago. Got an email exactly 2 minutes after I sent mine. Went through the contact us part of the website.

Hope this helps

[nilus]

Did you check your spam filter?