Problems with Strategy First... (w/ Sonalysts response)

[Cale]

Hi Jamie,

As I've had problems finding a Canadian retailer that's carrying (or at least listing) DW, I decided to order the game online from Strategy First. I have to admit I haven't been too impressed with their service to this point.

I ordered the game online on Dec. 6 and received an email later that day saying my order had been processed and shipped. 9 days later, I haven't received my shipment, nor have Strategy First even supplied me with a UPS tracking number. Further, I sent two emails to request info on the whereabouts of my order and have had no response. I've sent a third email telling them if I don't have a response by 12 noon this Friday (Dec 16), I'm calling VISA to reverse the payment.

In no way do I think this reflects on SCS. In fact, having played the demo, all I can say is that you guys have put together a superb sim. It's just frustrating to have not gotten any response from SF. I've thought about ordering the manual, but judging by their performance thus far, I'm better off printing it from the disc.

To those contemplating ordering DW online from Strategy First: don't expect quick service

Cheers,

Cale

[LuftWolf]

As I recall, Canadian customs is very slow... but you should still have a response from SF.

You might want to PM Jamie this kind of stuff, rather than post it to the board. You would probably get a better response.

[Cale]

Yeah, Canada Customs isn't too quick Plus the fact that it's Xmas time, so shipping is busy...the problem I have is that I'm not getting any response from the online retailer. Delays I can deal with..but some communication would be nice.

I wasn't intending to annoy anyone...didn't realize there was a PM on this forum.

[Jamie]

Cale,

I'm sorry to hear about your experiences thus far. I have put in an e-mail to our primary point of contact at SF and I will let you know what/when I hear back.

I appreciate your patience and I thank you for your support,

[_alphaBeta_]

Originally Posted by Cale

To those contemplating ordering DW online from Strategy First: don't expect quick service

Swell, this isn't what I wanted to see a day after placing an order.

[Jamie]

Originally Posted by _alphaBeta_

Swell, this isn't what I wanted to see a day after placing an order.

Many people have received their copies from SF in the initial shipment last week, which is why I am confused as to why the subsequent copies were not shipped out relatively quickly. I have put in an e-mail and will follow up with them today, I promise.

Please do not hesitate from ordering your copy of DW and the printed manual from SF, it's the best option for us (SCS) because it gives us the largest revenue share by eliminating the "middlemen", so to speak...

[JamesT73J]

"To those contemplating ordering DW online from Strategy First: don't expect quick service ."

Your comments were reasonable up to this point. You have no business making a statement like that, unless you know your case isn't exceptional, which you do not.

It's tough you've experienced a delay, but to condemn a company's whole logistics effort on the basis of your order being delayed - despite the possibility that it is nothing to do with SF - is completely unreasonable.

Cheers


James

[Cale]

Originally Posted by JamesT73J

Your comments were reasonable up to this point. You have no business making a statement like that, unless you know your case isn't exceptional, which you do not.

It's tough you've experienced a delay, but to condemn a company's whole logistics effort on the basis of your order being delayed - despite the possibility that it is nothing to do with SF - is completely unreasonable.

Cheers


James

With all due respect, I think I have every right to make a comment, sir.

Before I did so, I spent the better part of an hour trying to just get a phone number to contact them directly. I fully realize that sending enquiries by email doesn't guarantee a rapid response, so I made every effort to speak to a real person. It's Christmas, they're trying to ship a new product...I get all that. FYI, I'm the national sales manager for a Canadian toy importer and distributor; I'm fully aware of how crazy things can get this time of year. But not responding to multiple messages from a customer, who paid in advance for the product and was very polite in his entreaties, doesn't demonstrate good business practice.

SF's website doesn't provide a phone number for people to contact. Neither, for that fact, does Digital River, which I believe is running their online shipments. I had to use long-distance directory assistance to find SF's phone number in Montreal. Upon phoning them, I discovered that there is no listing for customer service. Upon choosing to speak with an operator, I received no response and was routed to a general voice mailbox. I left a detailed message with two phone numbers by which to contact me, and have not received a response. The only email response I received was a form letter which merely pointed me to the customer-service website, which is where I started off to begin with.

Still think I'm being unreasonable?

As I've said in my first post, I don't consider this an indictment of SCS at all. But their distributor obviously needs to improve their customer-service responses. Considering my VISA's been billed nearly $50 Canadian and I have no idea what the status of my order is, I think I'm perfectly entitled to be critical. What I'm hoping is that someone from SF reads these threads and decides to take note that improvements are in order. That way, customers are satisfied and the company has a more positive image.

Cheers,

Cale

[Fandango]

Cale,

let us know when you get the copy!.

[SKeeM]

None of my beeswacks but i dont think anyone from SF ever visits this forum. This a privet user made forum and has no relationship to SF or SCS. IMOP i think all of us here are quit lucky to have a DEV as :|\ as Jamie that does visit this forum and puts up with all the little gripes and wish list we all have for him @Jamie. But this is really not the proper forum to post bashing comments about SF. As most of here already have our copies of DW. SCS DW website would be the proper place to get a responce.

[LuftWolf]

Actually, the proper place for these kinds of thing are PM's asking Jamie for THE FAVOR of inquiring about the status of orders with their distributor.

It's only because the developers of DW care so much about their product that Jamie reads this forum and follows up with the distributor about individual cases, something that is not by any means common for a producer to do.

So yet again we find ourselves in the position as customers of being give a mile, and asking for the whole continent.

[JamesT73J]

Cale,

You have every right to complain, and every write to tell people about a bad experience. Some companies are thoroughly sh*itty and deserve all the bad PR they get, however I do have a dislike of the suggestion that a whole system is flawed based on a single, identifiable failure - it can be a little unfair.

If there were people appearing everywhere asking 'where the hell is my copy' then sure - release the hounds, but until then, sorry you've not got it, the wait will be worthwhile.

Cheers

James

P.S. Steam is going to solve alot of this.

[Cale]

Well, I do appreciate Jamie doing me the favour of making the inquiry...and am not at all surprised he's doing so. That's the sign of a professional who's passionate about their product and wants to ensure that paying customers are satisfied.

I don't quite get the whole "customer asking for the continent" comment. I'm not demanding that someone deliver the game to me riding a white horse this afternoon; merely, an email or phone call saying "yeah, sorry, we're running a bit behind, we're trying to find out what's going on."

I'm very glad (not to mention a wee bit envious ) that most people have gotten their product in a speedy fashion. Like James has said, I'm probably just got unlucky. It happens. But from what I've seen, the communication lines in dealing with a customer-service issue is flawed. It's not a disastrous issue, but it is an indication that a systemic flaw exists in how SF services their product. Having a constructive critique on how to improve something isn't whining, it's an attempt to solve a problem. When my clients vent about something that they don't like about my company's service, I make sure I listen and do my best to resolve the problem. And a lot of times, those customers made some good suggestions; one of them involved how we tell them about back-ordered or delayed product. It cost us some coin to update our systems, but it's improved our service.

Enough said. Jamie said he's looking into it. That's good enough for me. Sorry for having gotten everyone riled up.

Cheers,

Cale

P.S. James, you mentioned Steam. Is that a new online method of ordering?

[JamesT73J]

Steam is a file distribution system developed by Valve, the creators of Half-Life.

Initiallly maligned as slow and unreliable when HL2 was first released, it's now very sturdy, and extremely handy. In short, When you install steam you create a userid. Anything you then purchase is associated with that ID, and this enables you download the product(s), play it, and make backups to storage media. Best of all, games can be set to auto-update, so patches are streamed through whilst steam is connected. Downloads can be interrupted and resumed at any time, it doesn't matter.

Should your computer blow up and you've not backed-up, or something else happen, just install steam on your new hardware and key in your ID details, your registered products can be re-downloaded.

It's very handy, works offline (as long as the full game is installed) and SF are going to put DW on it.


James

Edit: If SF use the same licensing model as Valve, and their shop retailed version of DW comes with a product key, that keyshould in theory allow you to get the Steam version too, although they may not organise it this way.

[Cale]

Steam sounds pretty cool. Thanks for the info

Cheers,

Cale