Thursday, June 19, 2014

A Customer Service Success Story

So in early April - and with the impending participation at Adepticon in Horus Heresy event - I thought I should buy an electronic copy of the 40k rules. Now I never got to use as my involvement in the three games was limited to seven turns.

But I did shell out my ill gotten gains to GW/Apple to buy the iBook version. Less than six weeks later I was the proud owner of a now outdated set of Warhammer 40k 6ed set of rules. I had never opened the file.

To say I was less than impressed is reasonably accurate. What annoyed me most was unlike other software companies there was no upgrade facility for recent purchasers of the outdated rules set.

So I wrote an email of complaint to GW Customer Service, received a form email saying they were dealing with a lot of "issues" and would get back to me within 7 days...and waited. After two and a half weeks - and the same form email but a personal "we are working on it" email as well -  I got the reply.

It came from Black Library to whom my concern had been passed. While they could do nothing re the iBook - the sale being owned by Apple - they gave me a copy of the new Warhammer 40k rules in eBook format.  They acknowledged the concern I had and provided the eBook as a "goodwill gesture".

Now this was nothing more than I would expect as I believe my complaint holds considerable validity but I think it is important to give credit where it is due. To me this was good Customer Service.

I'm hopeful complaints like this will at least raise the issue at GW. As a software provider rather than just a miniature company they will face this more and more.

1 comment:

  1. Glad to hear GW came to the party. If ever they need a carrot for the electronic rules purchase to make the prices look reasonable next to the physical copies, updates are the way to go.