Junior Member
Join Date: May 2008
Posts: 1
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Ok, well after reading the forums I don't feel so bad that I am the only one who entered an incorrect e-mail on their website to receive the license key for their Army Builder purchase. I am how ever disappointed that it has been 24 hours since my e-mail to product support and have not gotten anything back from this company. In fact I called yesterday after I realized my mistake and actually got someone on the phone. The person told me that 'He didn't have time to help me cause he was busy' That is just unacceptable in my book. I work hard for the money that I earn, and when I decided to spend it with a company it is only right to expect my goods in return. Not some story from someone that is just too busy to help. I have now left multiple message on their machine, and still nothing. What kind of business is this?? I am active at several different gaming stores in my area. Many of which are GW vendors. I certainly will let every player I know just how difficult it is to work with Lone Wolf. I know it's only a 40 dollar purchase, but with out your customers you wouldn't be in business.
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#1 |
Junior Member
Join Date: Sep 2005
Posts: 21
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I am sorry for your dissatisfaction. I believe that a 24 hour turn-
around time for a support question is not a sign of bad service. We work very hard at trying to keep a very high level of customer service. I have already corrected the email address mistake and have sent your license material to you through email, hopefully you have already received it. If you have any more questions, please reply to me directly and I will gladly assist you in any way that I can. Nancy LWD Sales/Support On May 8, 2008, at 3:06 PM, Pylar wrote: > Ok, well after reading the forums I don't feel so bad that I am the > only one who entered an incorrect e-mail on their website to receive > the license key for their Army Builder purchase. I am how ever > disappointed that it has been 24 hours since my e-mail to product > support and have not gotten anything back from this company. In fact > I called yesterday after I realized my mistake and actually got > someone on the phone. The person told me that 'He didn't have time > to help me cause he was busy' That is just unacceptable in my book. > I work hard for the money that I earn, and when I decided to spend > it with a company it is only right to expect my goods in return. Not > some story from someone that is just too busy to help. I have now > left multiple message on their machine, and still nothing. What kind > of business is this?? I am active at several different gaming stores > in my area. Many of which are GW vendors. I certainly will let every > player I know just how difficult it is to work with Lone Wolf. I > know it's only a 40 dollar purchase, but with out your customers you > wouldn't be in business. > > > > > |
#2 |
Senior Member
Lone Wolf Staff
Join Date: May 2005
Posts: 8,232
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At 03:06 PM 5/8/2008, you wrote:
Quote:
Now, I wholly understand that you wanted the problem fixed immediately, but next-day response is actually *good* for technical support. We're a tiny company and our support response times are comparable - and often better - than most other software companies. In fact, we regularly get *compliments* from users about the speed and quality of our support. If all of our users would rather spend $60 for the product, then we could afford to have someone here all the time to answer questions like yours. We determined that the majority of our users would prefer saving that money so they can spend it on more minis, paints, or whatever. You appear to be among the minority who would rather have it the other way. Sadly, we have to choose a single, consistent approach and therefore can't make everyone happy. Contrary to your implication above, we delivered your "goods" exactly as was promised - and we did it immediately. Upon completion of the order, we issued your product license to the email address *you* provided. We also took steps to help avoid the error you made. As a safeguard, the online ordering process presents a confirmation page where you are asked to verify all the information you have entered before finalizing the order. On that page, the email address is specially highlighted and flagged as a critical item to verify. I'm not sure what more we could do to avoid this sort of problem. Perhaps you have suggestions for how we could improve the ordering process so that users such as yourself would properly verify their email address before submitting their order. If so, we'd love to hear them, as it would avoid problems like this in the future. |
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#3 |
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