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Posts Tagged ‘Star Wars’

Episode 3: The Return of the Customer Services

March 9, 2016 9 comments

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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Episode 2: Miss B Strikes Back

February 21, 2016 12 comments

As you may remember, Miss B wrote to Hasbro UK to let them know her opinion (which was not complementary) of the lack of Rey in the new Star Wars Monopoly set, and they sent her a lame non-response that she instinctively screwed up, so annoyed was she.  A couple of days later a new letter was on its way to Hasbro to let them know that their response was not up to… well, anything really:

20160120_MissBHasbro_redacted

I like not your answer. Send me another.

“Dear Hasbro, My last letter Was about your Star Wars Monopoly game.  I Was comlaining about Rey + other female characters not being included.  You answered my letter by saying you appreciated the chance to assist me.  You have not answered my complaint AT ALL. I do not think this is an appropriate reply. Please give another answer.”

Well, a week or so ago (my bad for leaving it a while before writing this update), Miss B received another reply:

20160209_HasbroReply_redacted

Okay then…

“Thank you for contacting Hasbro UK Ltd.

“We appreciate the opportunity to assist you and hope you and your family will enjoy our products for many years to come.”

Just breathe a little…

Yup, this was exactly the same letter as the previous time, only with a different date at the top.  To say we are disappointed is definitely an understatement.

Needless to say Miss B has written another letter, which is on its way.  We’re expecting the exact same reply again, but they are having another chance to save face.  Here goes nothing (but another stamp!).

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