So someone opens a toolkit and get 60 cards and 125 lands!!! I've tried to find who to contact to remedy it but it's falling on me to come good for it.My customer isn't happy and I don't want the bad publicity,they want to keep the packs they got and want me to cough up another deck builders kit.Worst part is that it happened to a jerk that spends only 30-50 bucks every few months.
Anyone else have the same issue with getting a bad box?
And any suggestions.
A store will usually just take it back, especially if they know the person, as thats the only reasonable choice to make (anything else will badly damage reputation of the store for sure).
The store will then just send the product back to WotC with all the information they need and the product is replaced.
Sure its not cool, but errors happen, shouldnt be too much of a problem in the long run, its part of the business.
The customer sounds unreasonable, they want to you to replace the product without returning the original in full. You provided them an option and they refused.
That being said, toolkits are cheap and it may be worth the loss to make a customer happy.
If you had a bad packaging because the product wasnt the one that should have been there, you replace the product, therefor he should return everything he got from the toolkit to get a new one
Now if he has to take his case to wotc or you the reseller, I don't know
Obviously if he opened the product in front of you, you can vouch for what he his saying...id say you the seller should replace it and inform your distributor or wotc
Now if he didnt, id probably say he should contact wotc....
In the past I bought alot of ultrapro sleeves online with the magic back.... by the thousand... got alot of defects..... I didnt contact the seller, ive contacted ultrapro, they asked me to send them samples so I sent the whole pile in a box and they've returned to me new sleeves. I wouldnt have done that for few sleeves but personaly about 5-10% of their sleeve are defective in general...
So someone opens a toolkit and get 60 cards and 125 lands!!! I've tried to find who to contact to remedy it but it's falling on me to come good for it.My customer isn't happy and I don't want the bad publicity,they want to keep the packs they got and want me to cough up another deck builders kit.Worst part is that it happened to a jerk that spends only 30-50 bucks every few months.
Anyone else have the same issue with getting a bad box?
And any suggestions.
At our store when something like that happened, we would either suggest contacting wizards directly to fix it, or would offer to do a full exchange. The entire contents of the faulty toolkit for a new one, and then have them open up the new one in front of us to assure that it had the correct contents in it. If they are being unreasonable and insist that they get to keep the original packs while basically trading the random other cards for a brand new toolkit, then I would tell them that the offer you have made is standard store policy in such cases where there is a manufacture defect with the product and if they wont accept that, remind them that they do still have the option of sending in the faulty toolkit to wizards to get a replacement, but either way its likely the original packs would be required in the case of a faulty product.
Customer service is indeed very important, and I firmly believe that most people would agree that in the case of something that is completely beyond your control in the case of a manufacturer defect, that an offer to straight replace the product while getting back the full contents of the original is a perfectly fair way to handle it.
That said, there is a potential 3rd option that would be a fair way to handle it if they wanted to keep the packs from the original one...
Since they want to keep the packs from the original, offer to open up a new toolkit, take the packs out (you keep the packs from the new one), and then exchange the remaining contents for those from the faulty one that they got, though while, as before, having them open up the other cards from the toolkit to assure they got the correct amount of distribution of cards that they were supposed to. (In the case of where they took it home, and then had to come all the way back due to the issue with the toolkit, then maybe offer a pack or two as compensation for the inconvenience, but not the full amount of packs that would come in the toolkit as they seem to be asking for added compensation. Something else to keep in mind.
Anyhow, good luck. Some customers can certainly be more demanding/difficult/unreasonable than others.
That's actually a really good idea.But then I'm still out so it's still on me to come good on it.
I'm could sell the rest as singles I guess and try to recoup.Then it's a win with minimal loss.
Well you got me sold,ildo that if it happens again.
Thanks.
Private Mod Note
():
Rollback Post to RevisionRollBack
To post a comment, please login or register a new account.
Anyone else have the same issue with getting a bad box?
And any suggestions.
A store will usually just take it back, especially if they know the person, as thats the only reasonable choice to make (anything else will badly damage reputation of the store for sure).
The store will then just send the product back to WotC with all the information they need and the product is replaced.
Sure its not cool, but errors happen, shouldnt be too much of a problem in the long run, its part of the business.
WUBRG#BlackLotusMatterWUBRG
👮👮👮 #BlueLivesMatter 👮👮👮
That being said, toolkits are cheap and it may be worth the loss to make a customer happy.
Selling some cards I don't want.
Generally less than tcg mid.
If you had a bad packaging because the product wasnt the one that should have been there, you replace the product, therefor he should return everything he got from the toolkit to get a new one
Now if he has to take his case to wotc or you the reseller, I don't know
Obviously if he opened the product in front of you, you can vouch for what he his saying...id say you the seller should replace it and inform your distributor or wotc
Now if he didnt, id probably say he should contact wotc....
In the past I bought alot of ultrapro sleeves online with the magic back.... by the thousand... got alot of defects..... I didnt contact the seller, ive contacted ultrapro, they asked me to send them samples so I sent the whole pile in a box and they've returned to me new sleeves. I wouldnt have done that for few sleeves but personaly about 5-10% of their sleeve are defective in general...
At our store when something like that happened, we would either suggest contacting wizards directly to fix it, or would offer to do a full exchange. The entire contents of the faulty toolkit for a new one, and then have them open up the new one in front of us to assure that it had the correct contents in it. If they are being unreasonable and insist that they get to keep the original packs while basically trading the random other cards for a brand new toolkit, then I would tell them that the offer you have made is standard store policy in such cases where there is a manufacture defect with the product and if they wont accept that, remind them that they do still have the option of sending in the faulty toolkit to wizards to get a replacement, but either way its likely the original packs would be required in the case of a faulty product.
Customer service is indeed very important, and I firmly believe that most people would agree that in the case of something that is completely beyond your control in the case of a manufacturer defect, that an offer to straight replace the product while getting back the full contents of the original is a perfectly fair way to handle it.
That said, there is a potential 3rd option that would be a fair way to handle it if they wanted to keep the packs from the original one...
Since they want to keep the packs from the original, offer to open up a new toolkit, take the packs out (you keep the packs from the new one), and then exchange the remaining contents for those from the faulty one that they got, though while, as before, having them open up the other cards from the toolkit to assure they got the correct amount of distribution of cards that they were supposed to. (In the case of where they took it home, and then had to come all the way back due to the issue with the toolkit, then maybe offer a pack or two as compensation for the inconvenience, but not the full amount of packs that would come in the toolkit as they seem to be asking for added compensation. Something else to keep in mind.
Anyhow, good luck. Some customers can certainly be more demanding/difficult/unreasonable than others.
I'm could sell the rest as singles I guess and try to recoup.Then it's a win with minimal loss.
Well you got me sold,ildo that if it happens again.
Thanks.