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Customer Service Question

H

hooly

Active member
Some time ago I introduced my players to Herolab and now all of them have licences. One of the players went ahead and purchased all of the upgrades due to how beneficial the system is.

At that time, one of the current bundles didn't exist and so he purchased all of the expansions. Eventually the bundle came into existance, and the player who had purchased 4 of the expansions within this particular bundle (it contained four of the expansions the player had purchased plus another one) asked customer service if it was possible to purchase the bundle and then be given credit for the individual expansions now contained within that bundle that he had previously purchased.

I hope you follow that.

He sent multiple questions via e-mail to support with no response. Eventually he decided to buy the expasion through pure frustration at the lack of customer service shown to him. Can I get some feedback as he was very disappointed with the lack of response.

Thanks.
 
My first question for your player is "did he ever check his spam filters or spam settings?" We're certainly not error-free on this end, so it's quite possible that a single email could get lost. But there's no way that multiple emails would go without a response. It's quite likely that the responses we sent got swallowed up by an overly aggressive spam filter.

With regards to this specific situation, I remember investigating this personally for one user. A user contacted us with the claim that the player's companion bundle was added after we began selling the individual packages. The specifics sound similar in some ways but different in others to the situation I investigated. Consequently, I don't know whether this was the player from your group or someone else.

After investigating, I confirmed that we have always announced and made available every bundle offer at the same time as the individual packages. The bundles are listed on the same purchase page with the individual packages, but the bundles are always shown above the individual packages. In addition, the bundles all have a prominent "SAVE" graphic next to them to catch everyone's attention. Consequently, for a user to have purchased the individual packages, they would have to scroll past the bundles and ignore the "SAVE" graphic next to each of them. So we've definitely made a good faith effort to disclose the discounts and make them prominently visible to users, and there have been no retroactive changes or discounts introduced.

As for the specific situation of the player in your group, I would need to know more details so I can properly investigate. What email address did he use when contacting tech support? When did he contact us and how many times? Did he receive any responses from us or none at all? What name were purchases made under? And has he checked his spam folder and spam settings to ensure all emails from wolflair.com are allowed through?

In the interest of not sharing the above information publicly, please send it to me at helpdesk at wolflair dot com. I'll look into the situation and get back to you after I find out the details.

Thanks, Rob
 
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