Reply With QuoteMattycollector, plain and simple, has the worst customer service I've ever dealt with. 3 1/2 years later, and it's still bad, with at least 3 years of promises to make it better.Originally Posted by bowspearer
Even more "interesting" is the fact that I haven't been contacted via PM to ask for the name of the supervisor who made said claim.
Mattycollector, plain and simple, has the worst customer service I've ever dealt with. 3 1/2 years later, and it's still bad, with at least 3 years of promises to make it better.
My seller/trader/buyer feedback:
http://he-man.org/forums/boards/showthread.php?t=195461
MOTUC Most Wanted: Skeletor's Robot Knights, Two-Bad, Horde Troopers, Modulok, Sssqueeze, Tung Lashor, Stridor, Night Stalker, the Battle Ram, and a true, alternate head for Wun-Dar (since he's a "different" character)!
He's at the point where he doesn't even read them, he just puts a quick answer there so he can go back to writing his blogs.
Am I reading this correctly? In one of his responses, it sounds like ToyGuru in one sentence says that there are more Fistos left, but then in the next sentence, he says there are none left (at least that's how it's reading to me)...
Maybe there was a typo on his part and he meant to say "there are no more left" in that first sentence and just accidentally skipped the "no", but it still comes across as very confusing and contradictory.I'll call DR tomorrow to see what can be done but one thing I do know is all sub holders were mailed a Fisto and there are more left. I will definately see what can be done to get refunds to customers with defective product, but to manage expectations I know there are no Fistos left. Promise I'll look into any options this week.
____________________________________________
"I do not (to answer your actual question)"
That's it? Someone relates to you, the brand manager, the single worst account of supposed customer service I've ever heard of, and that's your response, TG? You flat out get caught in an outright lie (all subscribers did NOT get a Fisto sent out to them, simply because there were Fisto boxes with a Sorceress inside sent out. I know this for a fact because I got a sealed Fisto box with a Sorceress in it) and then give this as a response to a paying customer?
"I will use this power for all the good that can be done, to work for peace, to encourage virtue, and above all, to preserve life in all its forms..." Superman
He said that it was a typo in the previous pages of this thread, and he stated like 3 times that there are no more fistos. Anyway he ignored the fact that some boxes said Fisto and have Sorceress inside.
The cynic in me says that the fact that some Fisto mailers had a Fisto-ectomy isn't being ignored. As in someone knew about it.
My question is, how do you as brand manager of this line, justify the customer service department trying to persuade customers into allowing themselves to be victims of theft by Mattycollector?
I do not (to answer your actual question).
THIS answer, to me, will remain in my memory forever. It's the perfect stereotype of what Matty actually is.
Toyguru is not concerned at all, and by this inept and carefree attitude, he ACCEPTS the repugnant policy (and THEFT) in use at Digital River's !
I won't be surprised if Mattel/Matty/Digital River get sued. They actually deserve it.
I keep hoping that some day one of TG's superiors stumbles on this forum and finds out about Mr Neitlich's top notch management & communication skills ...
"A knight is sworn to valor. His heart knows only virtue. His blade defends the helpless. His word speaks only truth. His wrath undoes the wicked."
http://www.redbubble.com/people/crusader
My personal belief is that TG's superiors don't give a damn, and actually dictate (or at least back) his actions...I keep hoping that some day one of TG's superiors stumbles on this forum and finds out about Mr Neitlich's top notch management & communication skills ...
well, then I guess this property is doomed until the higher-ups start caring for it again ... maybe in a movie year
"A knight is sworn to valor. His heart knows only virtue. His blade defends the helpless. His word speaks only truth. His wrath undoes the wicked."
http://www.redbubble.com/people/crusader
Ok, I guess it my turn to say some things. First, I have never had a problem with matty other than selling out before I could order, but I don't have a sub... so it's on me. I've ordered several things through them and get them in about 2 1/2 weeks. Khan's an exception, but I knew that going in and am ok with it. I have pm'd scott before to encourage him because I feel he gets alot of grief he doesn't rightly deserve, such as complaining about the paint apps being usually (and I've seen the pics) a minor thing anyone can fix. to that end, they really are just toys. suck it up, scrape the excess off carefully. Missing parts I have more of an issue with. Since people really have to order on blind faith, there really should be a better system for fixing mistakes than pulling dos stock. That really doesn't help anyone, even mattel because it's less they could sell. Since you're re-firing up the wind raider, you might want to go back through and find out who's missing what and maybe make some extra parts. Just a thought since you doing it anyway. as far as fisto goes, and sorceress and kahn as well, you really may want to reconsider re-firing up those as well. having a white box that says fisto does not count as receiving a fisto. now, if he hadn't run out, and I'd ordered him, I'da been happy to get shadow weaver instead, but since I already ordered the sorceress, I'da been upset about getting 2 of her. As it stands, if you re-fire them up, I'd be in for a fisto. I know my 1 is not anything close to the number you need to justify it, BUT you've said time and again the subscriptions were the way to guarantee getting every figure and people AREN'T getting every figure.
I'm sure they feel you owe them one, and you know what.... they're right. mattel does OWE them a fisto. As for the prople who didn't get anything at all.... that is theft in it's most basic definition. As for the ones who got defective ones, a refund is not the way to go. an option, yes, but their only recouse, no. Refunds should be the LAST option. Scott, I've held many jobs involving customer service directly and there are 3 things using that experience I want to say. 1. This has to be one of the most forgiving group of customers. They take everything. bad paint apps, missing parts, wrong parts, price changes, questionable customer service, and even NOTHING with minimal complaints. And even that is mostly asking... ASKING for someone to help correct the problem. I've not often run across upset customers ASKING for anything. They usually demand, and rightly so. 2. sometimes bad business sense in the short run makes the best sense in the long run. It's been said repeatedly on here that a happy customer is a long term customer, so if you end up losing a bit (say $30 for one figure, but keep the customer who then buys another 20-30 figures), you've made up for it by selling them 19-29 figures they might not have bought because they quit out of frustration. Also when matty management wants to know why subs are down in 2013, PLEASE PLEASE PLEASE point them to this thread. 3. Scott, SOMEONE has got to take these problems and make them their business to fix instead of everyone going... it's not my problem.... it's being looked into. They won't get fixed that way.
Those whom god wishes to destroy,
He first makes mad. - Reinfield.
As a few pointed out already... It sounds like he's reserving his right to remain silent because what happened is a violation of a company/customer contract and has the potential to become a legal issue. The less he says, the less chance he incriminates himself and Mattel. It seems we are dealing with very shady individuals.
All I'm saying is that people are gonna remember these answers come July when it will be time to purchase a subscription. Those are going to be very interesting times. Toyguru will be pushing the sub with his every post and angry fans are going to call him out on his various responses over the past year. I think some of those subscriptions were down in 2012 because of his responses to Roboto and King Hsss. I'm telling you that people remember this crap! January to August 2012 should have been the time where Mattel is reassuring the fans about getting the sub for 2013.
Those Digital River changes BETTER be nothing short of monumental. It's getting closer to renewal time and time is running out.
I hope they do. Fans don't seem to have the scrote to fight for quality figures, but when there's the possibility of a law suit --- for lots of money, they are more likely willing to fight then.
Couldn't agree more. I've been saying for months it'll take something truly stellar to get me to sub next year, but right now even the announcement of Castle Grayskull wouldn't make me sub again.
Someone above said Mattel would be mad not to make Ram-Man the sub exclusive next year. I think it would be monumentally idiotic if Mattel did that; they've already angered fans to the point of many just saying, "That's enough, no more!", putting possibly the most demanded fan-favourite figure the sub exclusive will only serve to push them further away. I want Ram-Man as much as the next fan, but there's no way I'm going to sign up for another 12 months of this kind of BS to get him.
And Scott's "answers" are patronising at best; down-right rude and aggressive at worst. The man's a disgrace.
I remember everything and I just got here in July (didn't join until August), and I may have considered the sub when I first came in, but after reading much about it, being here for the last 9 months, and all the crap going on just since December '11 ....no thanks.
The figures decaying / breaking, and no replacements even for subscribers, the delays, and sub cancellations, the arrogant & rude answers from Mattel & Scott, and the uncaring about all the figures that are breaking without proper reimbursement (shipping fees for one) and basically being told, "sorry about your luck, we know you have a sub and all, but hey Ebay has what you're looking for!! Now here's a new shiny minty fresh figure unveil to distract you".
No sub, no thanks, if DOS stock goes too low, I will get my remaining wanted and necessary figures through BBTS and call it a day afterwards, being loyal to the brand is not worth being bent over every month. And for those who have the miraculous fortune of never having an issue, God speed to you, but I have read enough, and made my decision long ago about the subs, and nothing will change my mind, short of Mattel pulling an all out miracle out of their ass, shedding DR and actually become the world class company they have the illusion to think they are.
Last edited by shadowfall1976; April 11, 2012 at 12:43pm.
Recent....Strobo & Snake Face
Coming....Foe Men, Karatti & Spirit of Hordak!!!
Wanted....Filmation Hordak & Clawful, Seahawk, Castaspella, Batros & Icer
Considering....Mosquitor, Leech
Needed....Dragstor, Mantenna,Two Bad & Attack Trak
I agree with you and I hope that whenever the sub is going to be pushed with a fake lot of teeth smile everyone remember these situations.
I find hugely disrespectful the way that "I do not" answer has been given.
After DCUC & Young Justice news, I'm getting convinced that Mattel only cares and dispose most of its budget to Fisher Price, Barbie & HotWheels. Lets hope that MOTUC shall not be another casualty in the upcoming year.
Great trade orgers: Son of Keldor - sdilks -JeMaBo2 x3 - Kowl - Bigassbuzz (Hyveofvillany) - Queen Marlena
My feedback thread
Obviously when the same company says they didn't look at a concept that was submitted to them and then it's later found out that they pretty much stole said concept for their Monster High line...
What's this?Obviously when the same company says they didn't look at a concept that was submitted to them and then it's later found out that they pretty much stole said concept for their Monster High line...
You know, I am sick and tired of people calling out other fans for not doing enough. What are you doing? Have you provided concrete instructions on what other fans need to do to satisfy you? Have you given any direction on what we can do that will actually make a difference? So far everything that has been done by you and any others with the scrote to do so has amounted to......what? Just because others are not as motivated as you as taking down the giant, does not make them less of a person, as you have suggested. Tell me what you think that I should be doing, that is actually constructive, and I would be happy to fight, but complaining on these boards has amounted to 0 results that I have seen, other than making this place a depressing place to come visit. I am trying to be constructive. Call me ignorant, but I want to know what I can do that will actually get results. I invite anyone to enlighten me on the ways of taking on Mattel.
I'm going to have to give TG the worst insult I can think of for someone in his position: his response was completely and utterly unprofessional in just about every way imaginable. Yes, the comments framing the question were charged like lightning, but. given the circumstances described, I think that is understandable. And, rather than try to diffuse the situation, he not only ignores the bulk of the complaint, but is especially snarky in pointing out he's answering the "actual question." In one short sentence, he basically gives us a lesson in EXACTLY what NOT to do in such a situation. In this case, anyone in a position of communicating with the customer should know:
You do not ignore or otherwise minimize the concerns expressed; you do not have to agree, but you acknowledge that the person is upset and that you wish to find a way to resolve the problem, especially when you are the public face of the line. And you certainly don't give a response that basically says, "I'm going to ignore everything else you said and deliberately point that out in the way I answer you." TG's comment about "answering the actual question" was condescending and borderline insulting, and made it clear he did not give a fig about the problems described. He made no attempt to offer any recourse, showed zero interest in getting any more information on what happened. It was basically a brush off, and whether he meant to write more or not, the response in and of itself was completely wrong in its approach.
If Mattel offers any opportunities for training in areas of talking to customers, I strongly suggest TG sign up. Several times, if possible. Maybe hire faker32828 to run a seminar; he seems to know a whole lot more about the subject than I've seen from anyone associated with Mattel or DR...
Last edited by scott metzger; April 11, 2012 at 01:48pm.
"I will use this power for all the good that can be done, to work for peace, to encourage virtue, and above all, to preserve life in all its forms..." Superman
I have tried to make a difference by starting a poll a while back. I couldn't have been more clear about what I was attempting to do, and I even provided "concrete instructions" as you put it. I have also tried via posts and threads to get people together somehow to get Mattels attention in an attempt to up the quality in the line. What I recieved in return was backlash and insults from members on here, people telling me that what I was doing was making Mattel angry. So now, I have no qualms about saying that there are fans with no scrote and I will continue to complain and make this place depressing as possible until I see some change with MOTUC. Try and fight the urge to counter-comment if I bother you so much. Ignore me like you ignore the lack of quality in your MOTUC figures.
This is the second time that you have responded to my posts indicating that what I have said was directed at you. You must be the representitive of all the fans, I hereby nominate you as such.
QFT!
Honestly, the only thing that a REAL fan of the property can do in situations like this... is to quit the line and never buy a Mattel product again.
NOTHING else is gonna work.
If you buy your products from Ebay or Resellers or BBTS or any other place... guess what? MATTEL STILL GETS PAID!!
Losing your one sub doesn't matter, if you go somewhere else, and they buy ONE MORE SUB...
If you want a He-man figure... this is as good as gets.
To play devil's advocate here...
What response COULD he have given? Is there ANY way to 'answer that question' that would have made people happy?
He could have said He'd look into it... he could have said, they have a new better CS on the way... but REALLY... He's said that all before and the question specifically asked for him to NOT use a 'stock response'
The question was 'how do you justify this'... the response was "I don't."
It's pretty stupid to believe that he LIKES these kinds of problems, and I imagine that he's going on the warpath to track down problems.... but Everytime he SAYS he's trying to track down a problem, it's a stock answer.
That question was painting him into a corner, and I take the "I don't.' answer as an acknowledgement of a problem... that the service was unjustifable, and he knows it.
You know, about 5 years ago I decided to start my own business. I went on a business course and was taught the basics of what and what not to do as a small business owner. One thing I was told repeatedly was that return business counts, and it counts more than anything else. If you treat your first customer well, they'll tell their friends and they'll buy from you, then they will tell their friends and they'll buy from you... an so on. Word of mouth is by far the best advertisement you can get and it's the cheapest!
When the GB line was waning last year all we got from TG was "Tell your friends!" So we did and the line still failed. We all know what the issues are with the MOTUC line, he knows what the problems are, he just plain and simple doesn't care! If this man were in my employ and he drove away all my customers after years of making sure those customers felt like they were cared about, he'd be out on his ear for shear incompetence! Why are Mattel content to employ someone who's doing far more harm than good? Maybe they really are just trying to quietly kill the line and making out it's all the fans fault? I can't see any other reason to keep TG where he is, he's just running the line into the ground like he's done with every other line he's been involved in.
And he has the bare-faced gall to call himself a fan!
Posting Permissions