Arcane Wonders Forum
Mage Wars => General Discussion => Topic started by: IndyPendant on October 17, 2013, 03:13:24 AM
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I don't know if this is the right forum for this post; if not, please move it to the appropriate forum with my apologies.
I would like to share my experience with AW's customer service.
About a month ago, I purchased a copy of FM vs WL, but never actually made a FM deck until about two weeks ago. When I did so, I discovered that my FM spellbook was defective: the upper right sleeve pockets were splitting along that dotted line there, causing those cards to fit in loosely at best. This is a Bad Thing (tm), for obvious reasons. I'm on good relations with the store I bought it from, so I asked them, but they said I would have to contact the manufacturer.
I checked the AW website, decided to fill out the Contact Us form in brief, and wait and see what kind of response I got. Based on my previous experiences with customer service at other organizations, I wasn't expecting much. ; ) --Particularly since I live in Canada, and there's often shipping issues outside the U.S.
That was late in the evening, Friday Oct 4th. The *next day*, I get an emailed response from Customer Service. (Can I say who? She(?) was apparently the Director of Customer Service, I'm sure I can say that much.) She says she just needs my address to send the replacement, and could I email pics so she can show it to quality control? I fire off the info and pics that night, and mention some other minor issues I had had. That was late Saturday evening. Two days later, on the following Monday, I get a follow-up email from her saying the replacement spellbook has been shipped, along with replacements for some cards that I had mentioned and photographed (more for that QC part) were damaged when I bought them.
I received the package earlier this afternoon, nine days after she said they were shipped out.
So! Prompt, friendly, competent, and efficient customer service. Resulting in one very happy customer. : )
Thanks!
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Thank you so much for the compliment! I will make sure it is passed on to our Customer Service Manager. She is amazing!
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The funny thing is I was about to do a write up on the same topic but @IndyPendant Ninja'ed me. I recently got an order in with the Spell Pack 1 and one of my spellbooks had an issue. Just like Indy I used the online form wrote up the issue, she wrote me back the same evening asking further details and I responded back next day. I took some picture sent her my address and walla she replaced my spellbook. I live a couple three hours down the road from AW World Headquarters in Dallas so I got my book in two days. From start to finish was under a business week.
You just can not get any more responsive than that! Great customer service for a great product!