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<blockquote data-quote="sjmiller" data-source="post: 4294660" data-attributes="member: 17262">Why should they do it or what should they be doing?&nbsp; As for why, it's simple.&nbsp; Good customer support breeds brand loyalty and word of mouth recommendations.&nbsp; As for what should they be providing, that's a bit trickier.&nbsp; &nbsp;&nbsp; Let's start with supplying errata for all the books they printed.&nbsp; Other big name companies in the industry do this (Steve Jackson Games being the biggest example), and it doesn't take a lot of effort on WotC part.&nbsp; This alone would solve a host of issues many people have.&nbsp; &nbsp;&nbsp; Then they should look at the Hasbro Customer Service webpage.&nbsp; There you find information on rules, replacement parts (not as big an issue as with board games), and a positive attitude even about old and out of print games.&nbsp; &nbsp;&nbsp; Then the Customer Service staff can collect the current &quot;best of our knowledge&quot; answers to common questions.&nbsp; This will, again, answer most peoples questions about previous editions.&nbsp; &nbsp;&nbsp; Finally, as part of their online presence, they could get a volunteer for each edition to answer questions.&nbsp; This one means they have to trust someone outside the company, but it has worked in the past for other game companies.&nbsp; The volunteer can field easy questions through email and, if stumped, could consult with a CS rep for clarification.&nbsp; &nbsp;&nbsp; None of these things are very difficult, and all of them would greatly increase the perception that people have of WotC.</blockquote>

[QUOTE="sjmiller, post: 4294660, member: 17262"] Why should they do it or what should they be doing? As for why, it's simple. Good customer support breeds brand loyalty and word of mouth recommendations. As for what should they be providing, that's a bit trickier. Let's start with supplying errata for all the books they printed. Other big name companies in the industry do this (Steve Jackson Games being the biggest example), and it doesn't take a lot of effort on WotC part. This alone would solve a host of issues many people have. Then they should look at the Hasbro Customer Service webpage. There you find information on rules, replacement parts (not as big an issue as with board games), and a positive attitude even about old and out of print games. Then the Customer Service staff can collect the current "best of our knowledge" answers to common questions. This will, again, answer most peoples questions about previous editions. Finally, as part of their online presence, they could get a volunteer for each edition to answer questions. This one means they have to trust someone outside the company, but it has worked in the past for other game companies. The volunteer can field easy questions through email and, if stumped, could consult with a CS rep for clarification. None of these things are very difficult, and all of them would greatly increase the perception that people have of WotC. [/QUOTE]

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