Re: Customer service - what customer service?

From: Adam Saunders <adam@asaunders.freeserve.co.uk>

Date: Thu, 11 Mar 1999 00:00:00 +0000

Yeah, this sort of delay is pretty much what you expect in England -
I've waited on occasion for significantly longer than 8 weeks to start a
game. Hell, I've waited more than 8 weeks between turns in a game. The
thing is - once you're used to the way the hobby works, you come to
expect this sort of thing as the norm - and just put up with it.

Imagine the scenario. You've never played PBM before. You send off your
money, and (hopefully) get something back quickly in return - along with
a message that there might be a short wait for the game to start. Then
you don't hear anything for several weeks - you've paid your money, but
got precious little in return. I can see how this puts people off.

If you stick with it, eventually you find a company (like Pagoda or
Madhouse) where, once a game's started, you get a good, reliable
turnaround. Any likely delays are broadcast well in advance and you're
not left wondering what's going on. I think the problems arise, when PBM
companies get used to the way the hobby works, and forget what it's like
for the uninitiated.

It's all very well advertising outside the hobby - but if people get
bored waiting - and give up on PBM before they've actually started a
game, you're just wasting your money - and, perhaps, putting people off
PBM for life.

Adam Saunders

---------#----------

mlwilliams wrote:
>
> Greg Lindahl wrote:
> >
> > In the USA, such a practice would be legally dangerous. Other gaming
> > companies that I have dealt with immediately sent me an estimate of
> > the delay before the game would start.
>
> It sounds par for the course in England.
>
> This sounds like a Madhouse practice that could do with changing -
> however in my experience if you contact them by e-mail (ok not everyone
> has it) then they are very quick to answer and put a lot of effort into
> dealing with your problem.
>
> Mark
>
> --
> Saturnalia
> http://www.geocities.com/Area51/Station/5676/sat.html
>
> I'm sorry, I can't argue unless you've paid.

References

Re: Customer service - what customer service?
Martin Nicholson <Martin@crozet.demon.co.uk>
Wed, 10 Mar 1999 00:00:00 +0000
Re: Customer service - what customer service?
lindahl@pbm.com (Greg Lindahl)
Wed, 10 Mar 1999 00:00:00 +0000
Re: Customer service - what customer service?
mlwilliams <mwilliams@signal.dera.gov.uk>
Thu, 11 Mar 1999 00:00:00 +0000

Referenced By

Re: Customer service - what customer service?
Martin Nicholson <Martin@crozet.demon.co.uk>
Wed, 10 Mar 1999 00:00:00 +0000
Re: Customer service - what customer service?
lindahl@pbm.com (Greg Lindahl)
Wed, 10 Mar 1999 00:00:00 +0000
Re: Customer service - what customer service?
mlwilliams <mwilliams@signal.dera.gov.uk>
Thu, 11 Mar 1999 00:00:00 +0000