Following on from my recent post where I named and shamed my worse customer support experience. Here is my shouting from the roof tops my praise for great customer support.
The following companies truly get customer support.
All I can say is that both times that I had to contact AEG to get replacements for damaged or missing bits from games I’d bought second hand, AEG have stepped up and sent replacements. Both times my expectations were I had to pay, well it wasn’t their fault. But each time AEG generously replaced for the bits for free.
But this isn’t the reason why I’m shouting their praise. No they responded quickly to my emails, and had the replacement bits in the post quickly. That quick response can’t be over looked. I’m still waiting to hear from Fun Forge three weeks and counting since my last chaser email.
A small company but a really amazing level of customer support. Not only did the guy respond quickly to my email (while he was on vacation) but had the missing bit in the post and in my grubby mitts within a week! This really did take my breath away.
A very slick, professional service using a call tracking system. Not the fastest response times compared to the two above, but still within acceptable time limits. But they did keep to within the deadlines they set for getting things resolved. I kind of felt this was the less personal of the contacts with the support departments. But still they did the Biz.
At first I thought this one was going to be a problem. Free delivery of replacement cards in the US but not to rest of world!
But after a rant it turns out they were only asking for a contribution to postage. Well that could have been communicated better.
However still, quick responses and quick delivery won the day.
An honourable mention…
I love Portal games but somehow gremlins are conspiring to sabotage this. What saves Portal is that they get social media, respond quickly, and try and resolve issues quickly. My only real issue is that stuff posted by them seems to take longer than other companies.
But still it’s hard to be angry with such a lovable company. Especially when they appear to working so hard to solve the issues.
I’d love to hear about your support issues.
Stronghold Games were very weird about replacing my missing cards. It was a bit like ‘well that’s impossible, but ok fine’ and then said well we can’t give you a whole new deck, so fair enough. I provided them with the information about what I did have, as I didn’t know what was missing (they weren’t numbered cards, they were like landscapes) and they I was sent a layout sheet and had to go through the painstaking process of figuring out which ones were missing myself. Lovely!
Wow that’s surprising I would have guessed stronghold would be better than that.
Me too. Got it sorted but it was a bit crappy.