Customer Service from Hell- Wizardry Foundry, please stop outsourcing your customer service.

~ curiousreadings

Just.. without words on this one. All I’ll say is that the products are beautiful, but if you ever think you’ll need support, don’t buy from these guys.

 

The original query- September 9

Hey there.. I placed an order awhile ago for what I thought was something small and compact to hold a couple decks.What I got is a pair of giant behemoths that, while extremely cool, isn’t exactly my idea of portable. I looked carefully at the measurements before placing my order for the Pro Tour.What I ended up with measures 12 x 10 x 4. Can you tell me where I went wrong?

Order # – SHO#5281

(copied and pasted from their website into the form so they’d see why I was obsessing over measurements)

What is the difference between the Grimoire Pro Tour and the Grimoire Deck Box?The Grimoire Pro Tour and The Grimoire Deck Box are different sizes.

The Grimoire Pro Tour is a smaller, more portable version of the Grimoire Deck Box. In contrast, a Grimoire Deck Box is designed to hold between 800-1000 cards, while the Grimoire Pro Tour holds 300-400 cards.

How many cards/decks can fit into a Grimoire Pro Tour?2 Ultra Pro Mana Flip deck boxes

3 Ultra Pro 75 card deck boxesmeasures: 8.07″ x 8.54″ x 3.7″weighs only 1.5 pounds

How many cards/decks can fit into the Grimoire Deck Box?1000 single sleeved cards or800 double sleeved cards10 Ultra Pro 75 card deck boxes 4 Ultra Pro Mana Flipmeasures: 9.8″ x 9.4″ x 3.5″weighs only 3 pounds

 

Reply 1- September 9

Hello Ari,

Thanks for getting in touch with us. Can you provide a picture od the items that you have received, along with their interior iside and also our packaging material?

As soon as we receive the photos, we will be able to evaluate the situation and provide you with a solid resolution.
Regards,
Radmila

 

Followup 1-

Packing materials is a no, I recycled them. Here’s what I can do. 

(attached photos)

 

Replies 2 & 3- September 10

Hello,

Thanks for providing the photos that we have requested. Please allow us some time to evaluate the issue and we will get back to you in a timely manner.

Best,
Radmila

Hi Ari,

Can you also send us a picture of the other deck box that you have received and of its interior?

Best,
Radmila

 

Followup 2- (holy chao, why has this conversation gone this far?)

I am presently at work, it is exactly the same as the first one.

 

Reply 4- September 11

Hi Ari,

Please provide the picture of the other deck box at your convenience. Please understand that we need the photo, as per our policy.

Best,
Radmila

 

Followup 3- (why is policy at play here? I asked a question about which dang box I got, that’s all!)

Please understand that I don’t care about your policies. I am simply trying to find out if you shipped me the wrong box or not before I decide to throw good money after bad.

Can you answer the very simple question? Is there someone else that can? This lag time and these demands are obnoxious. 

 

 

Reply 5- September 12- (Finally, an answer, and a demand.)

Hello Ari,

Thanks for your fast response.We have investigated the situation and indeed we sent the Full Size instead of Pro Tour Grimoires that you originally ordered.  This is not a part off our usual procedure, but unfortunately, it has happened.

We can provide a return label for you to return the received deck boxes to us and after we receive the shipment back, we are going to send you the correct Pro Tour Deck Boxes.

Please let us know if that option works for you.
Best,
Radmila

 

 

Followup 4- (in which my patience is exhausted)

So, let’s walk for a minute together here, and think about this with some modicum of logic.

1. I ordered a smaller box.
2. You screwed up and sent me the larger box.
3. You are putting the burden of shipping these giant boxes back to you, with packing materials I no longer have and don’t really care to pay to replace.
If I really want the smaller box, why wouldn’t I just order it and hope that you get it right this time? Or, you know, based on the fact that it took multiple days and some pretty nasty demanding emails from you to get a question answered, just go find another company to do business with?
Frankly, your customer service leaves a whole lot to be desired.
Reply 6- September 13

Hello Ari,

I understand how this situation can be frustrating, so hopefully, we can get this sorted out for you.

We are operating within our company policy, which is very strict. Unfortunately, the mess up happened and you received the bigger and more expensive box than the ones that were originally ordered. By this reason, we have two options to propose in order to solve this issue:

1. We can make a swap and resend you the Pro Tour box once the Full Sized box is sent back to us
2. or you can keep the Full-Size box that you have already received  and there is no need to send it back to us

Please let us know what option works better for you and we will follow up accordingly.
Thank you for your business,
Best,
Radmila

Followup 5- (and now I’m just done)
Wow.. congratulations, this is officially the worst customer service experience I’ve had in a while. Let me point out a few things.

1. I didn’t ask you to FIX anything about my order. I asked you if I received the wrong product. It took 5 emails to get an answer- does that seem efficient or helpful to you?
2. You have not apologized for the situation.
3. Again, I don’t give a damn about your policies, so please stop telling me about them- I wasn’t asking you to ‘fix’ me, I was asking for information.
I’ve come to the conclusion that this is outsourced support and you are paid per email. It’s the only reason you’d drag out such a simple conversation for so. dang. long.
Or you’re not too bright.
Either way, I’d like the contact information for someone above you, because I find it deeply offensive that you are paid actual money to do a job this poorly.
Reply 7- September 13- (in which we move into yup, this is gonna be a blog post territory)

Ari,

This is the supervisor for the support staff. I appreciate your kind words for the staff and we will get your situation squared away.

What solution do you have in mind? Obviously it does sound like you have your internal standard and policy you operate off.

JL

Final followup-
Yes, my standards and policies revolve around first contact resolution, clearly a deeply unfathomable concept in the shop you’re supervising. There’s also some pretty strong principles around truly trying to help people with efficiency and effectiveness, expressing regrets when a customer is inconvenienced, and trying to genuinely walk in your customer’s shoes.
Your sarcasm, snarkiness, and lack of anything resembling approaching consideration have helped make up my mind about whether or not to purchase more goods from the company. I love the product, but I don’t want to be stuck dealing with you if something goes wrong. 
I truly hope that you don’t go home at night feeling like you earned the money you’ve made if this is any example of the work you and your team does. This isn’t service, this is annoyance until a would be customer shuts up and goes away.