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!
