Pre-order Kzinti - disapointment

[nekomata fuyu]

On the flip side, there does seem to be a worrying number of people who skip getting in touch with customer services, and jump straight to whining on a public forum.

Just for the record though, I can also confirm that whilst I've had my fair share of faulty products from Mongoose, their customer service to me has always been flawless.

 

[billclo]

On the flip side, there does seem to be a worrying number of people who skip getting in touch with customer services, and jump straight to whining on a public forum.

While you are probably right about some folk jumping right past Customer Service, after a couple contacts with no results other than "sometime soon, please be patient" I got a tad upset about the whole thing. I'm about to the point if I have future issues with product, just to skip Customer Service and go right to Matt, which is a shame since it shouldn't have to be that way.

 

[Jean]

Gentlemen, I would second the call for fewer "Anglo-Saxon words" to be used on the forum. (If it is a "rude word" and short, it is nearly always Anglo-Saxon -- blame the Battle of Hastings for causing that distinction!) While ADB's BBS bleeps such words, this forum doesn't. It will affect Google rankings for search results and we don't want to hurt our joint venture partner.

I would encourage people who are usually ADB's customers who get a less-than-satisfactory result from customer service from Mongoose to follow the procedures we would like to see happen in such a case if it happened at ADB. Email the head of the company (in this case Matthew), so that he can deal with problems internally. He needs to know if there is a consistent problem so that he can resolve it appropriately.

Remember that you always have the option of dealing with ADB -- be aware that we do NOT do pre-orders. We also have not been dealing with the volume of orders that Mongoose has been getting, so we don't tend to have the stock levels they do, meaning we might sell out quickly. However, we should be getting restocks regularly.

Jean (who is feeling exceptionally lady-like today and doesn't wish to be accused of having "loose eyes" -- the online equivalent of the Victorian "loose ears" that meant that a lady must immediately faint upon hearing a profanity or be accused of having loose ears)

 

[Trenchbucket]

I know i look on the mongoose site about 3 times a week (sad i know) and have never seen the kzinti as avaliable, having waited along time for my first order, the second and third orders were prompt. The reson for this is that the first order was for not yet released fleet boxes while the other orders were on stock items well into production runs.

People do expect things shipped out quickly once purchased, but this is a new system with a big fan base and orders and the backlog cause by this.

The answer is for people to be patient and when Matthew says they been shipped and you not have your things then ask questions, reality is most people who have ordered kzinti have seen a power fleet they want to pummel their friend into the stars and they want it quick to lord over their friends.

I want kzinti fleet too but building federation and Klingon fleets atm so dont have time to build and paint them yet.

Love the game, love the models, have the patience no problems here.

And again to start a open slating match on forum without contacting them first goes to show the tac and respect do not go both ways.


"read it and weep, i got the spam can"

 

[billclo]

Gentlemen, I would second the call for fewer "Anglo-Saxon words" to be used on the forum. (If it is a "rude word" and short, it is nearly always Anglo-Saxon -- blame the Battle of Hastings for causing that distinction!) While ADB's BBS bleeps such words, this forum doesn't. It will affect Google rankings for search results and we don't want to hurt our joint venture partner.

Remember that you always have the option of dealing with ADB -- be aware that we do NOT do pre-orders. We also have not been dealing with the volume of orders that Mongoose has been getting, so we don't tend to have the stock levels they do, meaning we might sell out quickly. However, we should be getting restocks regularly.

Jean (who is feeling exceptionally lady-like today and doesn't wish to be accused of having "loose eyes" -- the online equivalent of the Victorian "loose ears" that meant that a lady must immediately faint upon hearing a profanity or be accused of having loose ears)

Jean, because you asked nicely I've removed the offending word. While I normally ignore self-appointed Internet Grammar Police who are more interested in the words used than in the content, you I respect.

Jean, can ADB get more single minis to sell? Many of the ones I've wanted are not available on the webstore at ADB... I'd much rather deal with ADB than what I've had to go through with Mongoose TWICE now.

 

[Jean]

Regarding singles via ADB -- check ADB's shopping cart and then always feel free to email Leanna and ask. Sometimes we have "broken sets" and if we don't, then Leanna would then know which ones to request from the casting house. We do have some singles in both resin and metal. They'll be going up on the shopping cart fairly quickly.

Do be sure to compare sources -- on some orders Mongoose may well be the cheaper source. ADB does charge shipping and for some people there may be advantages to ordering from England.

Jean (who is no longer blushing -- thank you for your consideration!)

 

[billclo]

Regarding singles via ADB -- check ADB's shopping cart and then always feel free to email Leanna and ask. Sometimes we have "broken sets" and if we don't, then Leanna would then know which ones to request from the casting house. We do have some singles in both resin and metal. They'll be going up on the shopping cart fairly quickly.

The issue is that I tend to order a mixed selection of minis. Some fleet/squadron boxes plus single minis.

If Leanna is willing to keep a list of what single minis people want and orders them, that's fine. But in my case, it would also require more hassle on her end because I'd want those singles to ship with whatever boxes I wanted and they may be available at different times.

I'll ask her and report back.

 

[McKinstry]

I've had mixed results on communication and shipping but on the Fed reinforcements, I ordered 4 boxes plus a Manta and received them last week which amounted to a one week turnaround.

At the same time, I have an order from two months ago for 2 Fed reinforcement boxes and 1 Klingon v Orion box that I've heard nothing about. I suspect that if part of an order is ready but another not, they are held until the full order can ship.

 

[doublenot7]

I have a pre-order for a few things (fed dreadnought and ship cards) still waiting since Nov. 2011 :?

 

[Ben2]

I have a pre-order for a few things (fed dreadnought and ship cards) still waiting since Nov. 2011 :?

Probably because ship cards aren't available yet. If you contact customer services they might be able to split it into separate orders for you, then you can get everything that is available and wait for the rest.

 

[katadder]

I take it the OP has never used maelstrom games who take money right away and your order could be 6 months from being fulfilled

 

[tneva82]

I take it the OP has never used maelstrom games who take money right away and your order could be 6 months from being fulfilled

6 months? Compared to some stores that's fast!

Nevermind pre-orders which adds up extra layer of delay.

 

[billclo]

I finally received my 3 boxes of Fed Reinforcements + extra ships a month and 10 days after ordering them. This after getting Matt involved and after a couple emails his way. I can say I'm pleased that the quality is better and none of the ships have any significant defects.

I noted that many of the ships still have the sprues attached to the engines. Initially I thought this was just to save time for the production staff (which is okay with me). Previously I had had major issues with the Fed Frigates in that I got mismatched engines - 2 Left instead of a Right and a Left. Leaving the engines on the sprue was a seriously good idea in that it eliminated mismatched engines. That it probably saves some time for the production staff is just a nice bonus IMHO.

However, due to the extreme delay in shipping I'm going to be ordering from ADB for the forseeable future instead of Mongoose. I've had to get Matt involved twice now, and there's no good reason I should have to do that.

 

[Stumonster]

I still have not seen my two fleet boxes that I ordered a month and a half ago. Just sent another mail off to Matt.

 

[shiba-tenchi]

I take it the OP has never used maelstrom games who take money right away and your order could be 6 months from being fulfilled

No company should want to be benchmarked against that online retailer.

 

[billclo]

Regarding singles via ADB -- check ADB's shopping cart and then always feel free to email Leanna and ask. Sometimes we have "broken sets" and if we don't, then Leanna would then know which ones to request from the casting house. We do have some singles in both resin and metal. They'll be going up on the shopping cart fairly quickly.

The issue is that I tend to order a mixed selection of minis. Some fleet/squadron boxes plus single minis.

If Leanna is willing to keep a list of what single minis people want and orders them, that's fine. But in my case, it would also require more hassle on her end because I'd want those singles to ship with whatever boxes I wanted and they may be available at different times.

I'll ask her and report back.

I can report that Leanna at ADB was willing to work with me, holding several boxes of Fed Reinforcements until some of the singles I wanted were also in-stock, saving me multiple orders and multiple shipping charges. Not all were available, so I modified my order and carried on. Hopefully I can trade for some of the minis they didn't think they'd have soon when I have my surplus DNG/BCH available for sale/trade. Kudos to ADB for being flexible and willing to help me out.

 

[nekomata fuyu]

Flexibility seems to be where small companies really get a chance to shine. I've had similar service from Mongoose on several occasions, so it's good to see ADB are similar in that respect