Episode 3: The Return of the Customer Services
And we have received a third reply!
Before we get into that, though, I should probably relate Miss B’s third letter to Consumer Care at Hasbro UK:
“To Hasbro gaming,
“I have sent 2 letters complaining about the Star Wars Monopoly game. And twice, you have given me the same answer. I feel as if you’re not taking me seriously or even not reading my letters. I am NOT happy with the responses I am getting. In letter one I said how I would complain heavily if you didn’t give me a good answer. And I will keep my word.”
Those of the words of a hacked-off Star Wars fan. We sent that off, pretty much expecting to get exactly the same robo-reply as before, and I was preparing myself to escalate the communications somehow.
A short while later, what we received was:
“Thank you for contacting Hasbro UK Ltd.
“We would like to apologise if you feel that our previous responses were not satisfactory.
“As the Monopoly Star Wars game was released before the latest film, Rey was not included as we were unable to release details of key figures.
“Hasbro are producing Rey playing pieces that we will be sending out to all consumers that have purchased the version that did not include her. These will be available in the second half of 2016.
“Thank you for your understanding. We hope you and your family will continue to enjoy our products for many years to come.”
To my mind, this is a huge improvement, even though I really don’t buy the line about not being able to release details of characters, given that Finn and Kylo Ren are in the game; it is clearly just the fact that someone who was calling the shots thought the mix of characters in the set were the ones that would be most marketable. Still, my opinions aren’t important…
Miss B was happy with this reply and, having read that Hasbro are planning to provide Rey figures both in new copies and to existing customers, she figured that they were making a good effort to fix the mistake. She’s not sure if she’ll write again to thank them for the better reply, but I think I’ll encourage this.
And so we bring this little passage of events to what appears to be a close. If anyone from a large corporation happens to be reading this, it looks like the main take-away is that, if you get written to by an annoyed 9-year-old, the best approach is simply to write them a letter that actually addresses their concern at some level. Surely this isn’t rocket science.
But thank you, Hasbro, for getting it right in the end.