Gaming company customer service

[thormagni]

Some of you may notice I have been using a Charon Productions' "Ultimate Gaming Satchel" with the map and dice pockets to bring my stuff to games when I am playing. It is the black bag I usually bring to Conan (not the big blue case.) I bought it last year after GenCon after seeing one with the Green Ronin embroidery at their booth.

I noticed a few weeks ago that part of the lid/flap had come badly unravelled and on Sunday I went to put my dice bag back in the pocket and the netting came completely undone. I was pretty irate as this bag was not cheap and I was pretty disappointed in the "ultimate" gaming bag.

So, Sunday night I sent a note to the company expressing my frustration. I received a note back, saying that they had production problems with the Chinese company on these bags. They offered to refund my cost AND to replace the bag (wth a non-ultimate bag, unfortunately.) I thought that was a pretty solid customer satisfaction response from them and a very straight-up solution to the problem.

If anyone is interested, I will keep you updated on how the replacement/refund goes. I'd like to be able to end this story saying how happy I am with the new bag and their response. And if they come through I think they deserve the praise in a public (although lightly visited) forum.

 

[Fyrestryke]

I don't think our forum is as lightly traveled as most of us think. We are here in public view on ENWorld after all.

I'd love to hear how it turns out. Keep us posted.

 

[Odovacar's Ghost]

I don't think our forum is as lightly traveled as most of us think. We are here in public view on ENWorld after all.

I'd love to hear how it turns out. Keep us posted.

'Tis true!

Any new threads (posts?) are on the top 10 theads on the main page of enworld.....I believe.

 

[thormagni]

Enthusiasm starting to flag a bit here...

Well, two weeks have gone by since the first e-mail from Charon. I have e-mailed back twice now and haven't heard a response to either, nor anything further from the company. My question is, what is a reasonable amount of time to wait before I should be concerned? I very much would like for this to be a positive thread about what great customer service they have, but I'm getting a little nervous. Thoughts?

 

[Fyrestryke]

I'd say a month is reasonable.

 

[thormagni]

I'd say a month is reasonable.

Well, being a persistent sort, and after not hearing anything for three weeks now, I decided to give a call to the company (Charon Productions) in British Columbia. Their toll-free number is shared with another company, as their Web site warns, but the woman who answered the phone said that they are no longer affiliated with Charon Productions. She gave me another number to call, which was busy, then busy, then a "please leave a message after the tone" computer voice. So, I left a message.

Just to be clear on what would be a satisfactory resolution to this problem, I am hoping they will simply replace my quickly unravelling "ultimate gaming satchel" with a plain, 'ol non-falling apart gaming satchel. I still have my PayPal receipt from when I bought the bag and I have offered to return the damaged bag to them or photograph proof of the damage.

Of course, none of that really helps me because since the first e-mail I have not heard back from the company. I suspect they are having larger problems than my issue. I have decided to give it one more week and then let it drop. I am somewhat doubtful that this is going to resolve well.

 

[Fyrestryke]

Bummer. It does sound as if they are having greater problems, but that's really no excuse.

 

[thormagni]

Bummer. It does sound as if they are having greater problems, but that's really no excuse.

Well, I received an e-mail response today that said they would be sending a replacement bag out tomorrow. I'm keeping my fingers crossed.

 

[Fyrestryke]

Woop!

 

[thormagni]

Charon Productions came through

And on Christmas Eve, my new gaming satchel arrived. Although it is not as "neat" as the Ultimate Gaming Satchel, which had lots of bells and whistles (or pockets and cubby holes), it also appears to be substantially more sturdy. I am very happy with the new bag and with Charon Productions customer service efforts. Although communications were not quite as clear as I would have liked, the end result was quite satisfactory. Slightly over a month from the time of my complaint to the arrival of the new bag.