White Wolf Compensates Customers for Mistake in Shipping

[Welverin]

In this case, there was a "flaw" with the Product and Wizards simply made it right.

In WW's case, there is no problem with the product, it was just a shipping error.

Big diff, if you ask me.

Not at all, in both cases a company make a mistake that inconvenienced costumers and wasn't what they said it was, so they remedied it as best they can. When selling a service you're just as responsible for fulfilling it as promised, as some one who sells a product is responsible for providing what they promised.

Sounds more like the standard root for the little guy and begrudge the big guy nonsense going on in here.

 

[Wraith Form]

*SNIP*
Hecubus: "Ah, now I see. You are truly the master of evil!"

OMFG, that made me LOL. IMHO, that is worthy to RTFL-(my)-AO. BRB, OK, sorry....I'm outtie. (wipes tear away)

 

[Bad DM]

I can tell you firsthand that Paizo Publishing, who handles the Dungeon and Dragon magazines (among others) treats their customers much worse that WotC ever did. Pay in advance for a year's subscription? Be prepared to wait half a year to get them. Wizards would've had the late issues overnighted, but Paizo? Heh. They have your money...what do they care? still trying to sort that one out. In the meantime, I have to fight the urge to just go buy them in the store.

I think Paizo is actually Italian for "we lie"

 

[JeffB]

Not at all, in both cases a company make a mistake that inconvenienced costumers and wasn't what they said it was, so they remedied it as best they can. When selling a service you're just as responsible for fulfilling it as promised, as some one who sells a product is responsible for providing what they promised.

I understand that, and agree with that statement. However, WW not only refunded shipping charges, they went beyond that by offering the credit or what have you. Very few companies large or small would do that. I commend WW for doing so ( I am not a WW fan-boy BTW)

Sounds more like the standard root for the little guy and begrudge the big guy nonsense going on in here.

It has nothing to do with the SIZE of the company but how the company is run. I was until recently on a "Advisory Staff" for a major archery manufacturer that prides itself on the type of CS White Wolf has shown here. They are one of the top 4 manufacturers in that industry after only breaking into the market 5 years ago (The majority of other major players are 30-40 year old companies). Service above and beyond, along with a great product has propelled them to that level in such a short time (in an Industry that dwarfs the RPG business).

A big company can provide the same type of service, if they WANT to. Certainly they may lose a little $ paying for their mistake but will reap the benefits in the future as it creates brand loyalty and trust. WOTC could do the same (and is a better financial position to do so), as well as a small company like EN publishing or TLG or whomever.