Home > Off-Topic > Episode 3: The Return of the Customer Services

Episode 3: The Return of the Customer Services

March 9, 2016

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:

20160209_181010_Burst03

Yours, etc., Annoyed of Wantage

“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:

20160305_HasbroReply

Ooh, this one is actually different!

“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.

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  1. Barnetto
    March 10, 2016 at 4:37 pm

    That’s quite amusing! How someone can write about a product that included two characters from the new film that “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” is quite unbelievable. However, despite the sophistry (and downright falsity of the statement), it is encouraging that they are doing something (if they are to be believed). I do hope that you keep up the pressure on them for the Rey figure – though I would not be surprised if they are hoping that the second half of 2016 is sufficiently distant for people to forget…

    Well done, Ms B!

    • Rob
      March 10, 2016 at 4:44 pm

      To be honest, we haven’t bought a copy of the game, so won’t be pressuring them to send us a Rey figure, as that would definitely be a bad faith manoeuvre. But it would be awesome customer relations if they sent us one anyway.

      And given what I have heard about the marketing machine around the film, the “we were unable…” may actually be a hand-wavy version of the truth. It is entirely possible that Disney told them which characters to include and to not talk about other stuff.

  2. March 15, 2016 at 6:24 pm

    Finally an acceptable answer! Let’s hope they will remember to include Rey!

    • Rob
      March 15, 2016 at 10:50 pm

      I hope so! 🙂

  3. March 25, 2016 at 2:10 pm

    I’m really happy she got a result in this one. It stills bothers me a bit that Hasbro won’t apologize for the actual problem, but I’m very happy for her.

    • Rob
      March 25, 2016 at 9:02 pm

      Thanks. Agreed, they definitely sidestepped the real issue, but Miss B is content, so we’ll take this as a win.

  4. April 10, 2016 at 6:22 pm

    All we need now is a guinea pig to go make sure Hasbro include Rey!

    • Rob
      April 10, 2016 at 7:51 pm

      🙂

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