I'd almost forgotten this is the way it should work...
Last night, I got my box from BBTS with my two Fistos in it, or rather, my two mailer boxes marked Fisto. One box had a Sorceress in it, as others have been reporting. I e-mailed BBTS right off, and received an e-mail back about half an hour after they opened today. They created a new order for a Fisto to reserve him until the Sorceress arrives back with them (and the order is showing up in my account), had a UPS label sent to me which I alread received and printed out, and told me to return the figure for the exchange with no problems, and an apology, no excuses, even though the mix-up wasn't their fault. Now, I know there's a chance I could get another wrongly packaged Sorceress, not having the figure in hand yet, but I at least have some reason to hope that won't happen. And I was able to do this with one, single e-mail to Big Bad's customer service.
In contrast, I sent a message to Matty through their site to return the two Star sister packs they sent me without being paid for, and was first told they weren't sure what department should handle it and needed more information, then told me how to renew my sub when I did so. Never actually did get an answer on how to simply return the figures.
I've been dealing with Matty so long, I guess I'd forgotten how all this is supposed to work. So glad my new sub is with BBTS...
Dang, keep forgetting this forum will post if your not signed in. The above post is mine.
The only time I ever delt with BBTS' customer service was awesome. I ordered the Knight Morpher Commander (HoS Optimus Prime) through them. When it arrived there was a small "plate" missing on a piece going over his ankle. So I e-mailed them and without question they sent me a replacement piece. However the replacement piece caused me to realize the "plate" on the other foot was the wrong one (meaning I had two left or two right ones, I don't recall). So I e-mailed them again and again without question they sent me a replacement piece for the other one.
Customer service at its finest. Anyone who's had a bad experience with BBTS customer service found the needle in a haystack of a bad employee. The horror stories of dealing with Matty are just made all the more ridiculous when compared to things like this.
I'm thankful to Mattel for my MotU Classics and Ghostbusters figures. =)
That said, though - it'll be an icy, icy day in hell before I ever order anything that originated from Mattycollector.com again. I consider myself really fortunate that I've never had any quality control or shipping problems with the twenty or so figures that I own that've come from Mattycollector.com, so I'm not going to keep rolling that particular die and setting myself up for the inevitable big miss, especially since Mattel's raised prices and I've got everything I want from MotU and Ghostbusters.
Customer service at its finest. Anyone who's had a bad experience with BBTS customer service found the needle in a haystack of a bad employee. The horror stories of dealing with Matty are just made all the more ridiculous when compared to things like this.
^ This. =)
With all the problems with the various subs(mattel and the GI Joe Collector's Club) it might be better to have BBTS run the subs for them. The way it currently is the collectors are having to suffer through Mattel's and GIJCC's learning process.
I can't tell you how many good experiences I have had with BBTS customer service. In my most recent Pile of Loot I had a Robot Damashii Gouf. When I opened the package I noticed that one of the pieces of leg armor was missing. I contacted BBTS, they asked for a picture to verify the part, and a few days later I got the missing piece in the mail.
Absolutely top-notch service.
With all the problems with the various subs(mattel and the GI Joe Collector's Club) it might be better to have BBTS run the subs for them. The way it currently is the collectors are having to suffer through Mattel's and GIJCC's learning process.
How many years should it take for one's "learning process"? I'm not familiar with Hasbro's service, but Mattel's been doing this since 2008 and nothing has improved.
How many years should it take for one's "learning process"? I'm not familiar with Hasbro's service, but Mattel's been doing this since 2008 and nothing has improved.
If anything, it's gotten worse, not better. Mattel's learning curve has a negative slope...
Okay, so the end of the tale is upon us. I got the package from BBTS last night, pulled out the mailer, and noted that the tab on the mailer was a little bent and dented, there was no tissue in the box, and the figure was in the box backwards, all of which indicated that someone had likely opened the mailer to check the figure as I had asked. And it was, indeed, Fisto within that box. So while many folks are still wrestling with Matty and DR to get things straightened out, I was able to have my problem fixed in less than two weeks without multiple phone calls, clueless CS reps, escalations that lead nowhere, etc, etc. Nope, one e-mail to them basically got everything rolling, and I now have the figure I ordered with little stress or fuss involved.
Amazing what it's like dealing with competent people for a change. Why, oh why, did I not ditch Matty long ago?
I stopped buying directly from Mattel in the second year of MOTUC. After several parcels getting lost in the mail without any chance of compensation I just buy them at a local comic store. They are more expensive there but it is well worth the worry free transaction I am getting in return. And not having to worry about customs and a stupid postman who fails to notice me every time when a parcel has arrived helps too.