Re: Customer service - what customer service?

From: madcentral@aol.com (MadCentral)

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

>>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. <<

There is some truth to this, yes.

>>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.<<

Which is *exactly* why we are closing down all the old 'close ended'
games in favour of 'instant start' open-ended super-games.

Continental Rails is an exception, but the usual plan is to send a
rulebook and newsletter (which gives the
time-to-start info) so players can see what is going on.  That
was impossible with Cr because of rulebook delays.  Quirks
on a new game do sometimes happen.

Steve
-Madhouse UK

References

Re: Customer service - what customer service?
Adam Saunders <adam@asaunders.freeserve.co.uk>
Thu, 11 Mar 1999 00:00:00 +0000