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<blockquote data-quote="Scribble" data-source="post: 5342582" data-attributes="member: 23977">That's prettyy much the mainstay of Customer Service and Account Management... Under Promise and over deliver. If I can't get a report to you until Thursday, I'll tell you I can't get it to you until at least Monday.&nbsp; Then when I DO get it to you on Thursday I went out of my way to get you that report early.Same thing here... WoTC under promises, &quot;We don't guarantee we'll get you the updates every month.&quot; Then over delivers when they normally do...&nbsp;Whenever you inevitably end up over promising and under delivering, then you go into apology mode.It's not groveling mode though, as some seem to want.It starts with an explanation, and a statement of what you can do to fix it, or at least mitigate the damages and you go from there. In this case WoTC started with, hey we're sorry this is the reason for the delay, and then followed up with what they were doing (working to get it out early October.)For some that's enough. Myself included. For others it's not, and so WoTC offered a refund.All the while they never fell back on - well that's what you signed up for so nya...Despite what they say, when it comes to stuff like this, and people actually dealing with the company (and not just sounding off on the internet) WoTC is pretty respectful of their clientèle.</blockquote>

[QUOTE="Scribble, post: 5342582, member: 23977"] That's prettyy much the mainstay of Customer Service and Account Management... Under Promise and over deliver. If I can't get a report to you until Thursday, I'll tell you I can't get it to you until at least Monday. Then when I DO get it to you on Thursday I went out of my way to get you that report early. Same thing here... WoTC under promises, "We don't guarantee we'll get you the updates every month." Then over delivers when they normally do... Whenever you inevitably end up over promising and under delivering, then you go into apology mode. It's not groveling mode though, as some seem to want. It starts with an explanation, and a statement of what you can do to fix it, or at least mitigate the damages and you go from there. In this case WoTC started with, hey we're sorry this is the reason for the delay, and then followed up with what they were doing (working to get it out early October.) For some that's enough. Myself included. For others it's not, and so WoTC offered a refund. All the while they never fell back on - well that's what you signed up for so nya... Despite what they say, when it comes to stuff like this, and people actually dealing with the company (and not just sounding off on the internet) WoTC is pretty respectful of their clientèle. [/QUOTE]

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