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03-07-2014, 06:21 PM | #1 |
Btchin RckStr Frm M.A.R.S
Join Date: Aug 2008
Location: Castle McCullen
Posts: 6,127
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I don't post here often anymore and am not sure if this is the right place, but after going through what I just did I had to ask this:
Has anyone else had to deal with their customer service? I just had my FSS Subscription cancelled with out notification and they refuse to help. They said my MOP was declined, yet I made a purchase a few days later from the store and it went through fine. Not a single person I spoke with was willing to help and it's clear to me they have no plan for escalated issues other than to blow those customers off and sweep them under the rug. They said they sent me an email, but upon reviewing my inbox, I confirmed I did not receive the notification that was sent to me in a follow up email from the president. Is this poor level of customer service common practice from the club, or did I have the pleasure of experiencing the Texas justice I have heard so much about? This whole thing has left me absolutely speechless....... if they didn't have the monopoly on the hobby, I would cancel my membership. From speaking with the President, I was expecting a much higher level of professionalism than I received and a sense of urgency for customer resolution that just wasn't there. I guess being they are in the toy business and have the monopoly, the fact that these things are lacking should not come as a surprise.
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03-07-2014, 06:26 PM | #2 |
Crimson Guard
Join Date: Feb 2012
Location: Kansas City burbs
Posts: 1,514
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I'm assuming you have tried calling? If not do so. I have heard of other tankers having payment issues due to their finicky credit card service.
I personally have had great service from the club. One of my FSS 1. Shipments got sent back to them and they contacted me then happily mailed it back. |
03-07-2014, 06:31 PM | #3 |
Btchin RckStr Frm M.A.R.S
Join Date: Aug 2008
Location: Castle McCullen
Posts: 6,127
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Quote:
I'm assuming you have tried calling? If not do so. I have heard of other tankers having payment issues due to their finicky credit card service.
I personally have had great service from the club. One of my FSS 1. Shipments got sent back to them and they contacted me then happily mailed it back. I found it hilarious that the President is able to look up extras in inventory, but not willing to take my last payment, or even work with me in the slightest. He refused to address the fact that I made a store purchase just days after my payment 'failed'. I also found it interesting that he was able to dig up the notice they sent out, and send it to me in a separate email, yet when I did a search in my inbox for the subject line, I am unable to find that email. I get it, at the end of the day they are a private organization and can do what ever the hell they want, but I was just blown away at the lack of willing to A)Take my money, or B)Offer some time of resolution.
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03-07-2014, 06:36 PM | #4 |
Iron Grenadier
Join Date: Mar 2014
Location: USA
Posts: 950
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Dealing with the club's mistakes isn't worth the risk of the payment plans.
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03-07-2014, 06:41 PM | #5 |
Btchin RckStr Frm M.A.R.S
Join Date: Aug 2008
Location: Castle McCullen
Posts: 6,127
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I've already filed that under lessons learned. That's for damn sure. Believe me, paying in full (if I decide to stick around) will be the way to go next time.
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03-07-2014, 06:47 PM | #6 |
That's lo!
Join Date: Nov 2007
Location: Wa.
Posts: 31,050
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Same thing just happened to me. I emailed after not recieving keelhaul/bombardier and was informed my sub was canceled due to my card being declined. Even on the off chance my balance was low I have overdraft protection over a thousand dollars. No way did my card decline. What DID happen was that... like the club a few years ago, I was hit with Target and their CC theft issue. In mid February I got the new card, turned off the old one, then immediatly activated the new AND on the spot updated the FSS as well as the MOTUC club. Mattel worked fine, hate on digital river all you want, they at least know how to update CC info. I confirmed on the FSS that the new number is listed, but I got an email from them saying they tried on 1/23 (long before I changed the card) to bill and it was declined and that they sent an email saying I needed to update or be canceled. . If I had recieved an email I would have contacted them. So now I'm in the same situation. I've emailed them-angry fan boy ranting- to bill again and send the sub like I agreed to, but have yet to hear back. About all I can think to do is file a BBB complaint and have my bank refute any charges from Funpub since they did not keep up their side of the sub agreement (no contact about declined charge- not billing correct card after properly updating-) I don't know what else to do... really ticked off about this....
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03-07-2014, 06:48 PM | #7 |
Iron Grenadier
Join Date: Dec 2008
Location: Bay area Santa Cruz California
Posts: 4,243
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Oh I can go on about the Club's customer support but I am sure we all know what happened.
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My feedback http://www.hisstank.com/forum/buy-se...damben831.html My BST thread http://www.hisstank.com/forum/g-i-jo...en831-bst.html |
03-07-2014, 07:05 PM | #8 |
Btchin RckStr Frm M.A.R.S
Join Date: Aug 2008
Location: Castle McCullen
Posts: 6,127
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What happened?
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03-07-2014, 07:06 PM | #9 |
Bovine Excrement Viper
Join Date: Jan 2008
Location: Location? Location!
Posts: 5,887
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People have been complaining about not getting emails from FP for years. My guess is that they pay for cheap shared hosting. This leaves open the possibility of sharing an IP address with a spammer or 5, resulting in that IP getting blacklisted from some mail servers. The lists change, as can the IP the hosting company assigns to your slice of the pie... resulting in sporadic behavior. Personally, I get maybe half of their announcements. I have to rely on message board postings to get the rest.
I'm thankful this hasn't led to issues like the above for me (yet), because as OP found out, management simply does not give a shit. Every screwup is someone else's fault. |
03-07-2014, 07:23 PM | #10 |
Btchin RckStr Frm M.A.R.S
Join Date: Aug 2008
Location: Castle McCullen
Posts: 6,127
|
Quote:
People have been complaining about not getting emails from FP for years. My guess is that they pay for cheap shared hosting. This leaves open the possibility of sharing an IP address with a spammer or 5, resulting in that IP getting blacklisted from some mail servers. The lists change, as can the IP the hosting company assigns to your slice of the pie... resulting in sporadic behavior. Personally, I get maybe half of their announcements. I have to rely on message board postings to get the rest.
I'm thankful this hasn't led to issues like the above for me (yet), because as OP found out, management simply does not give a shit. Every screwup is someone else's fault.
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