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JOHIRA wrote:

someone at GW wrote:and the reminder of the importance of providing outrageous customer service has been emphasised.

You know, if GW needs English lessons I am available.

No, it'll have come from some gel haired metrosexual middle manager who 'coined' it as a positive word, not having the wit to realise how fething awful it reads.

Most amusing... How is Baltimore btw? Must be feeling it with the GW HQ moving to Memphis...

Not noticing any difference. Its not like being closer to the distributor makes it cheaper, like $ .02 for a gallon of oil in the mideast. Bunker is leaving but there seems to be a GW in every direction for me. Plus a few good indy shops.

Personal involvement, actual physical recompense, recompense is tailored to the complainant indicating attention to detail and extra customer care.
Lastly a personal follow up invitation, 'contact me personally', establishing a link and sense of elevated service (whether true or not...).

Unfortunately that just doesn't seem realistic in todays world. Not a knock on GW, but just overall customer service from any large organization. The bigger it is, the more impersonal it becomes in my dealings with big motorycle manufacturers.

Why State Troops though? Go for Goldswords !

Manchu wrote:(Touch wood.)

'zat an offer?

MeanGreenStompa wrote:
Here's how I'd do it:

"Dear Meangreenstompa,
I've now reviewed this case.
Firstly, I'm very sorry that you experienced so much difficulty in obtaining the Uniforms and Heraldry of the Empire book and then received poor customer service during your call to the service centre. Please rest assured that we have implemented retraining as a result of your complaint and improvements are being made.
Secondly, I'm also really glad to hear you've decided to return to playing fantasy and to help you on your way to that Empire army you're building, we at Games Workshop are sending you a box of State Troops as a thank you for your continued custom with us.
I hope this apology is sufficient and please do continue to provide us with feedback, as our customer, your experience is vital to us and we want it to be the best possible!

If there is anything else, don't hesitate to contact me personally.

Sincerely
********
GW Customer Support Personage..."

I'd see this as "normal", IMHO... And don't tell me it would've cost them a lot, compared to the loss in aura...

someone at GW wrote:and the reminder of the importance of providing outrageous customer service has been emphasised.

I would hope that the author had intended to use the word 'outstanding'.

For some reason the phrase 'outrageous customer service' conjures up images of sequin wearing trannies on horse back blowing a fanfare on silver trumpets whilst unfurling a banner displaying the word 'so sorry MGS' damn my over active imagination.

Ironicaly, since first reading this thread I have now taken issue with Harvester restuarants after getting food poisoning this weekend from some rancid chiken wings, bastards better give me a free meal for the inconveinience of spending Sunday on the big white telephone to God.

squilverine wrote:Ironicaly, since first reading this thread I have now taken issue with Harvester restuarants after getting food poisoning this weekend from some rancid chiken wings, bastards better give me a free meal for the inconveinience of spending Sunday on the big white telephone to God.

You got food poisoning, and want to eat there again... ?

raofl

insaniak wrote:

squilverine wrote:Ironicaly, since first reading this thread I have now taken issue with Harvester restuarants after getting food poisoning this weekend from some rancid chiken wings, bastards better give me a free meal for the inconveinience of spending Sunday on the big white telephone to God.

You got food poisoning, and want to eat there again... ?

I'll probably just give the vouchers to someone I don't like that much for Christmas

Ordo Dakka wrote:Public libraries > GW

your local library has GW books? Awesome. My local library is the biggest in the state, and the only GW related things they ahve are Black Library novels.

I meant with their organisation of product. You can put a hold on a book in a public library on the other side of the country and they'll send it to whichever library you specify. They'll even give it to you free

I have no great love of GWS. What I do love - in addition to Shirley Manson, Bacon, and sleeping - is complaining. I think of myself as a championship complainer, especially to companies. I write a lot of complaint letters to companies when I'm slighted, and feel that I have mastered them.

Here is where you missed the mark, in my opinion - part of an effective complaint letter indicates what the outcome you want is. Specifically, it should read thusly:

1.) Concise, simply complaint free from invective, insults, or irrelevancies
2.) Why the company wants to keep you as a customer
3.) What you want.


First, you need to avoid disparagements (That guy was terrible, worst CS ever, etc), or irrelevancies (It was a 6 hour drive to the store with my pregnant wife who had terrible gas, etc). These tend to turn off whomever is reading it. If the customer service guy peed in your face instead of ringing you up, simply state that the customer service guy peed in your face instead of ringing you up. Another trap is the 5 page airing of grievances: 5 pages explaining why you were displeased the guy peed in your face instead of ringing you up, your shirt got all wet, etc etc - Your letter was fine on these points. So, moving on.

Second, why do they care? Sometimes people say, I'm never shopping with you again! Now i'm only going to Privateer Press, where they rarely pee in my face, and always ring me up faster! At that point, there is no reason for the company to read further or help you at all. You indicated you had been a customer for years, so this is covered. I might have emphasized how I've nearly bankrupted myself in the past on their plastic army men, and I look forward to in the future in finishing the job, provided they (give me what I want, whatever it is - stop peeing my my face and ring me up right away, whatever). Some iteration of that. You certainly touched on that OK.

Third, what do you want? If you want for the customer service to not pee in your face and to ring you up promptly, you should plainly say so. From your letter, it appeared you wanted them to know what happened and to attempt to avoid it in the future. From their response, it appears they delivered it. You wanted some training, they said they did it. Mission accomplished, right? Or did you want something different? Cause you didn't ask for it.

Nice approach Ouze... It's probably efficient...

But I find it difficult to plainly state : " I could try and forget about this mishappening if you sent me, say, the whole Horus Heresy? I could also be tempted by an Ork Battleforce, but, y'a know, whaddever..."

It's not that simple for some of us out there to just complain, so "begging" is kinda hard!!

Really having a hard time seeing the complaint here. A phone monkey didn't go out of his way to track down an out of stock item. I'm not sure how that merits a complaint let alone desire for compensation.
It doesn't even sound like you checked back with the same in-store guy that said he'd try to track it down for you.

I've been given free GW product just for them announcing my name in the wrong order at a Conflict event. They don't tend to be stingy with that stuff when it's in any way warranted.

Yggdrasil wrote:Nice approach Ouze... It's probably efficient...

But I find it difficult to plainly state : " I could try and forget about this mishappening if you sent me, say, the whole Horus Heresy? I could also be tempted by an Ork Battleforce, but, y'a know, whaddever..."

It's not that simple for some of us out there to just complain, so "begging" is kinda hard!!

Well, "what you want" doesn't have to be a material item. It could simply be, please acknowledge I had a poor experience. Or, a response that includes "here is a better way to locate OOP stuff".