Originally Posted by
EtherianChronicles
On one hand, I see what you are saying. And people making terrible personal attacks on him is uncalled for.
That said...
He is the representative of this line, this is his job. What people do not like is that we are often spoken to like we should be grateful they even make this product. That is not the way a company should look at it's customers.
In that very long post, he basically marginalized what people have been saying and dismissing it on false pretenses. Example - almost no one said, "Demo man was delayed, give me a free figure or free shipping just because!" which is what he is implying.
What was said was, "Hey Matty, you are holding back EL for a month for sub holders too, with almost no communication as this was going on. Should have shipped BG EL when she was ready, charged us full shipping, then shipped Demo man on your own dime when he was ready (just charging you for the figure itself)."
That's what any company would do. And no, Mattel wouldn't go broke doing that. It would have been a nice gesture, and while delays do happen - we jump through so many gosh darn hoops just to collect this line, subscribers pledge a HUGE amount of money each year to participate, that a LITTLE consideration once in awhile would be nice. While the delay may not have been caused directly by Mattel, it *IS* their responsibility. The buck stops somewhere.
Basically, the uproar over this has been absolutely huge, and he is dismissing it all as whiny fans. This is a joke, because I have seen people who almost never post, have never posted, or that are usually positive, posting that they are upset at how this was handled by Matty. Way to leave a bad taste in the mouth of 2011 subbers - but what do they care, their commitment is over (kind of like how a cell phone company won't even really talk to you once your contract is up unless you sign another one).
The problem is, Scott full well knows all this. He is so obvious when he tries to play all these customer service "tricks". I mean, most of us can predict his responses from a country mile away. Someone above said that they think the questions he answers are dumb to ask - I say, he picks the dumb ones he can put his copy/paste into, but doesn't answer the hard ones. Even when they are asked nicely/politely. He picks the ones he can just paste "Simply have not taken place yet" on so it looks like he is more active than he is. And when he DOES address a big issue - we get crap like the message above, basically saying "guys, get over it".
And unfortunately he may get his wish. People might just get over this line. Sad, but MattyCollector is quite simply the worst run company I have ever encountered. I have never seen such blatant disregard for customers, and it's finally biting them where it hurts. You can put a dollar amount on what it would have cost them to send out Demo-man when he was available, charging for the figure and just giving free, or reduced, shipping. You cannot put a dollar amount on customer satisfaction, and after mess up after mess up after mess up with this line (Swifty's legs, Wind Raiders without guns, Demo-man/BG EL fiasco - and that's just the last two months!) people are sick and tired of being...well, sick and tired of Mattel. They are going to have to work harder as time goes on to appeal to people because the figures will get more diverse and the "mains" (at least of vintage MOTU) are largely out, and they simply cannot continue to treat people as they do and expect people to continue paying them, no matter how amazing 4H sculpts those figures.
What I found most hilarious, though, was the fact he BRAGS about huge previous delays. "We messed up and delivered one set of figures 14 months late! And remember all these other times we screwed up?" AND HE LISTS THEM!
I swear, the guy can be clever, but sometimes he can say really dumb things.
