Letter to RSI From: look_out@delphi.com (Just Me) Date: Wed, 10 Nov 1993 21:09:32 +0000 This is a letter that I am planning to send to RSI. I would like to make this a community letter, so any input would greatly be appreciated. If you have ever played Duelmasters, or have attempted to play it, let me know what you think. **************************************************************************** November 10, 1993 To Whom it May Concern, I am writing you this letter in hopes of making the game that I enjoy, more enjoyable for me and more profitable for you. I do not intend for this letter to get anyone in trouble, instead I write in hopes that I can bring some serious problems to light. First, I would like to start off by saying that the points that I am going to present are not mine alone, but those of numerous customers that use your service as well as customers who tried to use your service, but, found the customer service / quality assurance to be so bad that they went elsewhere to spend their disposable income. The service I am referring to is the game called Duel Masters. While I am aware that you run several other games, I am sure that what we have to say applies to them all. The one thing that was unanimous among the people I talked to was that your game is fantastic. The programming that this was required for this is nothing short of genius. Your company has obviously put allot of care and thought into the development of this game. We also enjoy the very elegant touch that your writers bring to the turn results. They have a very pleasant way of bringing the game to life. The spotlights and the personals make the game have a `family' type appearance instead of a cold computer generated data sheet. In short the game is great! We have no problems putting out the money you request for the game. We do feel how ever that the price is a bit high. The price is a very minor inconvenience that we are willing to deal with because of the quality of the service. However, the two things that disturb your customers more than anything is your customer support, and your quality assurance. We realize that the amount of paper that your company processes on a weekly basis is staggering, and that keeping up with it all can be a nightmare. Unfortunately, this is not an excuse. Your a company that is providing a service, and if the service fails to be sufficient it will inevitably reflect badly on your company's profit margin. Having personally spent over 15 years in the retail industry, your customer support can make or break your company. The problems we encountered such as: No one answering the Customer Service line or just getting an answering machine that never seems to be listened to. (Although, we have recognized some improvement in this area.) Requests for materials, arena changes, etc., being met with a very polite "We'll have that done as soon as possible." Then nothing happens, or your request is done incorrectly. (I.E. Customer asks for a Duel Master setup, and gets a Hyborian War setup.) Personal Experience: I have a warrior who received a TV at a tournament right before he was sent to Advanced Duel Masters. I requested at that time that he be sent to arena #105. He was sent to arena #100. I would call and request to be moved to arena #105, they would tell me yes, I would hold off using the TV Challenge that he had won. He didn't get moved. I got upset and didn't run the next turn. Then the process would start again. As a result my warriors TV went away because of the inability of customer service to follow through on even the simplest of requests.) The rest of the complaints deal with your quality assurance department. There is some speculation amongst your customers as to whether or not this department even exists. Here are some problems noted in that area: Quality of printed turn. (I.E. Faded toner, printed in bad order (Fights being printed on the backs of other fights, etc.) Input errors on turn sheets. (We realize that this is sometimes the error of the customer, however there is far to much on your part.) Late turns. Slow turnaround time for requests. `Diplo's' going to the wrong people. These are just a few of the problems that we have incurred. As stated earlier in this letter, the intent of this letter is not to get anyone in trouble, but to shed light on the areas we feel would make the game more enjoyable for us, and more profitable for you. Thank you for listening. *************************************************************************** Let me know what you think. Manager Referenced By Up