Matty Collector's secret customer service number?
Hey. After signing up for the Matty DC sub, I was issued a new credit card. I immediately called GO-MATTY to change my card number. They assured me they had everything changed an I was all set.
Well, I just got notice that Matty did not, in fact, update my card, and would be canceling my sub. Another call to GO-MATTY, and another CS rep claimed that my card was updated, and I would get a message from the Escalation Claims dept. to confirm it. Well, they now claim that *I* have to tell my bank to authorize the charge to the expired card, or they will cancel the sub.
So, rumor has it there's a super-secret phone number, answered by people who both speak and understand English, and are competent and capable of administering customer service. Anybody know that number? Should it be stickied somewhere? Thanks a ton in advance!
I had exactly the same experience. I called and they put a ticket number through and since then I've been going back and forth with customer service rep. Brady O. on how he wants me to get the bank to reverse the disputed charge and I tell him it can't happen because the account no longer exists.
So I also called Mattel customer service at 800-524-8697 and they're trying to help. I thought it best that people there also know how poorly Digital River is managing MattyCollector.
Sorry - apparently that doesn't work. I didn't realize it but MattyCollector is not part of the Mattel corporation. They are just a vendor. So it's all up to Digital River to settle any problems.
Wow. I've been round and round with DR folks. I finally got in touch with the corporate office. I explained what was going on, and the receptionist was able to transfer me to Escalation Support. There, I was told that I had two options: convince the credit card company to process the charge to the old, invalid account; or to send Flash back, then have them charge the correct card and ship Flash back to me.
My credit card company was pretty incredulous. They said dealing with DR is like dealing with someone out of the Flintstones, which is both pretty funny and pretty damning.
Anyhow, if anyone wants it, here is Digital River's corporate number. If you call it, PLEASE be polite to the folks there, as they are pretty far removed from the source of the problem. But, if you explain your situation, they should be able to transfer you to someone who *might* be able to help. A little.
952 253 1234
Did they take care of the problem?
I'm supposed to hear from a supervisor from Digital River and haven't heard anything.
I, too, was left with convincing the credit card company to charge the transaction to a card that was canceled (they said that can't be done) or send the Flash back – at my expense – and hope this place that screws everything up gets it right this time and reinstates my subscription and resends me a figure that sold out quickly and I can't get otherwise without paying $$$. Oh, and I'm not going to be reimbursed for shipping the figure back.
All this for what DR admits is THEIR mistake.
A buddy of mine ordered the DC sub and got an email saying his card would be charged around 80 some bucks. He looked into to it and it turns out they were charging him for the SDCC stuff he ordered LAST year (you know the stuff long since sold out??) well he got his Flash figure AND doubles of the stuff he ordered from SDCC!! WTF Matty??
" F***Ing Ebay!!"
Now you know why my DC and MOTUC "subs" are through BBTS. The complete and utter incompetence of DR is unparalleled in my experience, and I've come to find that it does actually extend up into the escalation department. I've never dealt with a site so completely inept.
That said, the idea that they are asking you to send the item back at your expense so they can fix the problem they caused is absolutely ludicrous. There is no reason a company should not be able to simply charge the item to the correct card (which they should have done to begin with) other than utter stupidity. Having dealt with this sort of thing in the extreme with DR, I can't echo the advice to be too polite anymore. Don't be abusive or foul, of course, but you need to let them know in no uncertain terms you will not be sending the figure back and they made a legal contract with you to send you this and the rest of the year's figures. They are solely at fault for the sub's cancellation, and you are under no obligation to pay a cent to fix the problem.