I am still having trouble with my subscription cancellation

[Scare Glow]

Why cant we the customers contact this person directly? Or even someone in the top 10? Contact person x to get ahold of person y who can fix the problem. why not skip person x and let us contact person y ourselves?

Mattlor sorry to hear about your father

J

I am in complete agreement with this.

When the seemingly only avenue for competent customer service is relegated to private messaging a mod on a very specific bulletin board, well that needs immediate reevaluation.

I can not even express the astonishment I feel when I realize that were talking about a major toy company here.

Where else in the business world would this be acceptable?

[mekaneckpain]

That's what would make it so impactful...if all the sudden they had a few hundred He-Fans and She-Ravers calling them up in a matter of days! That would DEF. raise some red flags. It would not surprise me if they did not have some kind of electronic data base that reported repeated customer concerns. Especially with a large number in a short period of time.

I think, the first step would be to see if other org members would support this.

Bottom line...if people on the board, as a collective, do not supprt an iniative for change...you'll still get what you've already got. lol

I certainly understand that using the board as a vehicle to express your frustrations but, to my understanding, it was not set up or formed to seek change in Mattel's customer service, billing, and QC departments.

The org allows He-Fans and She-Ravers to build community. As such it can be used as a tool to leverage change...should we....as a community choose to do so.

Perhaps...we should start a thread in general discussion or a poll to survey member interest. If enough people can commit to make a 5 minute phone call to Mattel...I truly belive we will see results.

TO be realistic...it would probably have to be around 400+ individuals in the course of 2 or 3 days to red a big enough red flag to get change.

An additional 100 - 200 a few days later would def. get some wheels moving.

BUT!!!! We would have to agree that it must be entered into as a means to IMPROVE the line to SUSTAIN the line and not as a mode for personal attacks and to rip the organization apart...we have to do it in a productive and positive manner!!!

Sounds like a plan. Who's going to start the thread?

[Blaster]

Ok just checked my sub page and it states I should expected to be charged on Feb 10.

[Mattlor]

Thank you everyone for all your messages. Last night my brothers and myself were given the dreadful call by the doctors.. that our Father has days left. Cancer really sucks! Lost 3 people already in my life to it. I am trying to see the positive and what keeps me going is knowing that all the pain he has well soon be over.. and that he is loved by all of us in his family.

Today I logged on.. and read everyones responses. You guys are wonderful. I am reminded that this is indeed a community of fans. A community..that I should not give up on.. even if I have to give up on Matty. I was first worried that someone might post a message telling me that I was being negative or something and trying to bring down morale. I am even surprised that toyguru responded.

I see that some of you have mentioned starting a call or a letter to address concerns for things to improve and to substain the line. I think that is wonderful. I would be more than happy to call or sign such a thing. I guess we need to find someone to spear head such as challenge. I would honestly.. but this is not the best time for me to do so. I hope someone will step up to this challenge.

I do want to keep my subscription.. and hope that something good will develop. I have been given a couple more options to go. According to my bank Matty has 7 -10 business days to refund my money. I will need to ask if the day they cancelled my sub is the start of day 1 to refund back my charges. which would be January 21. I will try the other options first to try to keep my sub. I am sorry to hear that this is not an isolated situation.. and that a few others have been told that they got an email.. but never received it. I was wondering how I would prove to Matty's escalation dept that I didn't have any record of such an email.. in my inbox or spam/junk box.

I have recorded all dates and times.. and names of everyone I spoke to at DR. The Matty guy in the escalation department did not give me his name.. as he said he did not have an extension number for me to reach him on. To be honest.. I hope to not speak to him again anyhow.

I will keep you guys posted as to what happens.

Thank you again for the support. I do know that there is a secondary department out there. A collectors toy store out here called Toytraders sells the figures. I thought having and keeping a sub was a way to support future growth of the line.

Thanks again everyone!

Matt

Hmm I went on the matty page.. and found the subscriptions menu.. clicked on my 2012 one.. after checking the box the only options I was given was to edit payment method.. or edit shipping information. That is all.. at least in my case.



*So here is a quick and exciting update - DR finally emailed me back a response to my first email sent on January 21st! I received this yesterday. So they told me in order to correct my subscription.. I need to give them my address and visa information!!! Wow gosh that is so awesome of them to ask for it.. cause the last 6 people I spoke at DR have asked for it to over the last two weeks. What is even better about this message.. is they ask for the same information that I have been giving them since day one lol.. and then they dont give me any instruction on how to give it to them.. do I call them.. or email it. So basically I am back to square one. Oh I did speak to DR two nights ago.. and I was told I now had to wait even longer than the standard 24-72 hours hahah I have to wait a week now to receive the mystery email that will allow me to correct my sub. So confused.