Good CreditSeptember 19, 2008
It may be a very complication situation, as Mark said, but I and others are relieved to see that the grace period for entering in the game registration card for pre-orders has been extended until Monday the 22nd (for customers of four companies). The unexpected and sudden “bumping up” of the account registration deadline, coupled with what folks saw as a dismissive tone in the announcement, was a fumbled piece of customer service — happily, this puts it back into the plus side of CS and PR. It’s also good to hear that the EA Store is handing out free Prima guides and atlases to customers who are still waiting for their orders to arrive.
This follows the two fundamental rules of customer service in my book:
- Deliver the product or service to the customer the right way, with the highest quality and quickest time possible.
- Barring that, bend over backwards to make things right and regain the customer’s loyalty.
We’re pretty quick to get critical of EA and Mythic, so we should be equally quick to be complimentary of them as well. The worst solution to these situations would be to ignore the customers and proceed blind and deaf, and I’m glad to see Mythic tries hard not to do that (which was why yesterday’s announcement was such a shocker). Hopefully this helps people out!