Re: Customer service - what customer service?

From: madcentral@aol.com (MadCentral)

Date: Fri, 12 Mar 1999 00:00:00 +0000

>>Steve, learn a lesson from an older hand at this PBM thing than you. <<

Paul, with all due respect (a) you ain't much older that us, particularly with
'time out' taken into account.  and (b) I'm reasonably happy with our level of
success.  If you want to offer advice, go ahead, I respect your ideas... but
don't patronise me.  Warrior Games are very welcome back into PBM, but you've
got some reestablishing to do before I'm gonna take your big 'I am' seriously.

>>At
Warrior Games peak we had loads of players yet we offered poor/bad customer
service. <<
We have learned from those mistakes and now I believe offer the
best customer service we can<<

Good for you.  That's what I believe about Madhouse too.

>>. We may never be as large as yourselves or as
large as we were but if you speak to any large company you will see that
customer service is a high priority. 6-8 weeks without a reply is atrocious.<<

Are you in the same hobby as us?  With close-ended games
the matter of 'waiting for the game to fill' is as old as the hills.
You know it.  I know it.  Our 8-week letter was quite an innovation
where most PBM firms were concerned.  We *do* contact
the signups in most cases ... we send rules and a newsletter by return... but
in the case of Continental Rails the rules weren;t ready because
we had only just licensed it.

Generally, we are moving away from close-ended small-player-quantity games and
towards big open-ended systems... in those its usually possible (like Dungeon)
to put players into a game immediately.

Steve
-Madhouse UK

Any player that asks for a start up in our games and they have to wait for a
game to start or a position to become free then the as soon as we get there
start up we send them a letter acknowledging receipt of the start up and a
prospective start date and if they have any questions or queries then they
can contact us. Even if we dont reply instantly it is done within the week.

I hold my hand up to the mistakes we made 3-4 years ago but they wont happen
again.

References

Re: Customer service - what customer service?
"Warrior Games - News" <warrior@zen.co.uk>
Tue, 09 Mar 1999 00:00:00 +0000