I had no problem when i was missing parts got a reply a few Days later. But i sent them Another message about Another thing and i still havent gotten a reply and thats over a month ago.
And i agree, thats bad advertising and not very encouraging if i want to invest further Money. I am sitting here thinking of investing more.....
3 Messages and still no reply; this is sad and indeed bad advertising.
Did you fill out the form for missing pieces etc? If you did they might just send you the parts without responding. That happened to me once with a colonial marine that was missing an arm. I got a bunch of arms in the mail 3 weeks after I sent the form in.
I had filled the form, included pictures and sent 2 separate emails, one to the relevant email and one to the general customer service email.
Still no answer or parts, more than 2 weeks now.
Like I said it may just "show up" to your house. I didnt get a response one time but still got the missing parts.
It's been more that 2 weeks now. I also tried the FB page with no luck.
Package arrived 1 month after I sent the form in.
I have been trying for over a week myself. In general their customer support is horrible. Certainly the last products I'm getting from them.
I have been trying for over a week myself. In general their customer support is horrible. Certainly the last products I'm getting from them.
Really?
Yep. Not much point in ordering things when the money might just be thrown away. It's getting close to a month now and while they finally sent me a message I still haven't even seen a tracking number.
Kinda feel like your being a bit dramatic here. Prodos is not GW dude (thank god). They are based in Poland. IE package might be held by customs, etc, whatever. SO many variables. Bottom line is if you get your replacements from over seas in a months time thats not bad. I buy miniatures from all over the world and a two week turn around would be impressive to me. Also tracking number? They dont have USPS man, have you ever tried to "track" a package you have sent over seas? Not that man carriers provide that between countries reliably (as in you may have tracking but it will say things like "left poland, arrived in US port, delivered"). Its not gonna say 4 days to expected delivery package currently on cargo plane landing in continental US...
I have worked with GW as well, actually had quick turn arounds from them. 1 day turn around on the response and 2 weeks for the part. I understand that the part comes from a long way away, the problem is not in how long it takes to get the part but in how long it takes to get any response. It took two weeks for them to send me an e-mail, and then only because I sent a message to their facebook account. They are the ones that told me they would give me a tracking number. International companies use them as well.
That is my point. Prodos is not GW, no one else in this industry has an entire department dedicated to customer service with dozens of giant warehouses filled with product in multipul continents. Yet it takes them two weeks to get you your stuff (lets ignore that they freaken speak English as a first language).
Also not even the US postal service can track your package once it leaves our borders. Unless your paying for global express where the package is bascially handle almost exclusivekly by USPS employees your tracking number means you get to read (left port, arrived at port, being processed, delivered).
Honestly both I am everyone else I have ever meet in person ahs gotten their issues with Prodos solved within a months time. If they didnt do that they told the person why IE "those are not in production yet, or they are back ordered we are making more".
And my point is I just want a response. The product is important but more important is that they actually talk to me. I can understand shipping problems or lack of product problems and give some slack. What I can't understand is refusal to even respond to a message. All you do is respond to an e-mail and tell me what is happening. I have dealt with a lot of companies in 15 years or so of gaming of various types. And while some of them don't move very quickly in sending you the part, it is usually free so they use slow shipping which is what I do expect, they do at least talk to you. I used to train people for customer service and studies have found while people do want help what they want more than anything is to feel like their problem is at least heard and understood by the company.
I agree with your point. I dont think its a refusal to respond thats happening though. I have had Prodos respond to me more than a few times in under 24-48 hours when I have had questions.
And it is good that they can respond quickly sometimes, but it certainly isn't something they always do and it hasn't been my experience so far.
Took veeery long to actually manage to have someone to look into my issue but when i managed to do so, i got the replacement parts i needed very fast.
I had been wondering how long does the service need to reply to a message for MoDP form (Warzone Resurrection). It's been about two weeks now and there is no response to two separate messages. I'm new to the game and it is bad advertising and not very encouraging if i want to invest further money.
Any change i get a replacement for the parts in need?