ScottRadom
Shogun of Saskatchewan
All I can say is good luck!
Kraken Editions
- Thread starter EclypseDesigns
- Start date
Amazon warrior
New member
To be fair, the dvd is good- if you can buy it from them in person, it seems!
MPJ
New member
Originally posted by EclypseDesigns
Well. I\'ve contacted paypal through whom i purchased the item and they cant do anything because its out of its 45 day grace period. Specifically Because i gave the guys at Kraken the benefit of the doubt.
So i have no goods, no money, no point of contact. I would already describe this as a debarcle.
I\'ll see if i can contact my card issuer and try to recover the money that way
Unfortunately it does not pay to give people the benefit of the doubt. I ordered something earlier this year from another company but did not raise an alarm fast enough to MasterCard because I gave the company the old \'benefit of the doubt\' and now my recourse options are quite limited (basically at the mercy of the sender).
You gotta play hard and fast in todays world where customer service and honesty mean less and less.
Originally posted by mickc22
Hope you guys get sorted
This really is a shame, as I imagine it has put quite a few people off, me included. I was thinking about getting the DVD, but I doubt I will now
Get it from somewhere else, like Dragonforge. And I think Arcane miniatures sell it?
Peace and love...
i find this funny
I find this funny....
I remember having an order from GW US that took ages to arrive for some unknown reason, then an order from an eBay store that also took ages to arrive for some unknown reason, but when I tracked down a dracolich in some remote store in germany that still had the old ral partha models, it arrived in a few days with minimal shipping cost (no idea how).
How about launch issues with major games...especially MMOs?
Yes, much more expensive, larger projects...but still.
It happens... and is it acceptable? well, we have to since it\'s is understandable.
Let\'s hope the people who are having issues, will have everything resolved, but don\'t condem those for having hick-ups, since i gaurantee you, some of the largest companies around cause issues MUCH worse.
It\'s life...mistakes happen...
Friends and i have all had perfect instances with most companies....so I think it\'s not fair to condem them for stuff like this (high GW prices..that\'s another issue hehehhehhehehe )
Sanjay
I find this funny....
I remember having an order from GW US that took ages to arrive for some unknown reason, then an order from an eBay store that also took ages to arrive for some unknown reason, but when I tracked down a dracolich in some remote store in germany that still had the old ral partha models, it arrived in a few days with minimal shipping cost (no idea how).
How about launch issues with major games...especially MMOs?
Yes, much more expensive, larger projects...but still.
It happens... and is it acceptable? well, we have to since it\'s is understandable.
Let\'s hope the people who are having issues, will have everything resolved, but don\'t condem those for having hick-ups, since i gaurantee you, some of the largest companies around cause issues MUCH worse.
It\'s life...mistakes happen...
Friends and i have all had perfect instances with most companies....so I think it\'s not fair to condem them for stuff like this (high GW prices..that\'s another issue
hehehhehhehehe )Sanjay
ScottRadom
Shogun of Saskatchewan
Originally posted by StarFyre
Friends and i have all had perfect instances with most companies....so I think it\'s not fair to condem them for stuff like this (high GW prices..that\'s another issue
Sanjay
My Canadian Brotha\' from anotha\' Motha\'!
I disagree completely. Mistakes, accidents happen. As humans we\'ve all made plenty of mistakes in our time, and will continue to do so. It\'s not about not making goofs, it\'s about fixing them up!
In this instance we\'ve seen chronicled one mans experience and what he\'s done on his end to make this experience a positive one. At no point has there been a rant on his behalf against the company in question rather the contrary. He\'s given the company the benefit of the doubt and AMPLE time to make good on their end of the bargain.
I work retail and my BEST customers are the ones I\'ve screwed up with majorly at some point. The greatest thing you can do when someone has a problem with how you\'ve handled your business is to suprise them with your service. People will come back if you\'ve treated them well after a problem. What I do in this business is....
-Realize the problem. Identify what happened if possible, explain to the customer without making excuses.
-Make the customer aware of the solution to the particular problem and possibly explain what will be done in the future to correct this problem to keep it from happening again
-ACT! Ship the product!
-Follow through! Contact the customer in a week to make sure they got the product.
What I also do is go the extra distance to please the customer. The above is the MINIMUM I believe we as customer are entitled to. Further action I would take in this instance....
-Throw a little something extra in the package. Maybe there\'s a new fig that hasn\'t been relesed yet? How about a mini display plinth? Something to give to the customer that shows that this issue was dealt with and a little extra to show that you\'ve tried to make an apologetic and non-generic (Don\'t just knock x% of the bill, that is not unique and just reeks of a corporate policy vs. screw ups!) solution.
-Follow through further! After two weeks make contact and ask if they\'re enjoying the miniature. After a month follow through and ask if they\'ve got pics of the project, and if they have any questions about the techniques in the DvD.
The total cost to the company in this case would be the small outlay in extra product, plus the time it takes to compose about 3 eMails. I can almost gaurantee that if these actions had been taken IMMEDIATELY upon the first contact about the problem not only would Eclypse Designs be happy, but overwhelmed at the service and WOULD order again and WOULD reccomend the service.
As it stands I am thankful to hear of this situation, and I hope for a pleasent resolution. Realistically it\'s too late. Too much BS has accompanied the purchase to expect a happy customer.
My opinion on customer service anyway. The internet does NOT mean we should expect less service from our companies.
olliekickflip
New member
Well, I hope you guys get this sorted out! It is very frustrating when things don\'t go as planned. I know that when we had a problem getting some of our videos that were ordered in the San Diego class, they took care of it right away. I know that this doesn\'t help your particular problem right now but maybe it shows some of the character of the company and can ease your fear of getting the shaft. From personal dealings with the guys from Kraken, I know that they are all heart and would never screw someone over intentionally. I\'m sure they will make it right!!
EclypseDesigns
New member
Thanks atacam, nice of you to mention my situation i know you didn\'t have to.
Looks like i may get a result from my card issuer. Its up to them if they want to follow up the missing items with Kraken, but at least i\'ll get my money back.
I hope everyone who\'s not having the best experience can get some result from this. It doesn\'t change my mind that my money would be better spent elsewhere in future, but hey, you base your own decisions on your own experience.
Looks like i may get a result from my card issuer. Its up to them if they want to follow up the missing items with Kraken, but at least i\'ll get my money back.
I hope everyone who\'s not having the best experience can get some result from this. It doesn\'t change my mind that my money would be better spent elsewhere in future, but hey, you base your own decisions on your own experience.
fieldarchy
New member
Hey guys,
I am very discouraged to see this report on Kraken.
Jeremie, Allan and the rest of the guys running Kraken are all doing the best job they can. I know, I\'ve witnessed it, I was staying with Jeremie in his apartment in France from 11/21/2008 to 12/01/2008. During that time Jeremie was very busy doing painting demos, participating in his sports team and also running the company as best he could. I even helped him out with some of the Kraken stuff to give him a little bit of a break. Jeremie was often up early around 8ish I would guess and didn\'t go to bed until midnight or later. He\'d be working non-stop during that time.
Please remember Kraken is still developing as a business. It really is a baby business run out of their apartment in France. They are the best bunch of guys and they want everyone to be happy with their products. They don\'t mean to gyp anyone out of merchandise. On the contrary, they are a very generous group of people and carefully consider their reputation in the miniatures world.
Your patience is requested and greatly appreciated. If at any time someone has a problem getting in touch with Jeremie, Vincent, Allan, etc please send me an email or PM. I will be happy to try to get a hold of one of them for you.
Meg
I am very discouraged to see this report on Kraken.
Jeremie, Allan and the rest of the guys running Kraken are all doing the best job they can. I know, I\'ve witnessed it, I was staying with Jeremie in his apartment in France from 11/21/2008 to 12/01/2008. During that time Jeremie was very busy doing painting demos, participating in his sports team and also running the company as best he could. I even helped him out with some of the Kraken stuff to give him a little bit of a break. Jeremie was often up early around 8ish I would guess and didn\'t go to bed until midnight or later. He\'d be working non-stop during that time.
Please remember Kraken is still developing as a business. It really is a baby business run out of their apartment in France. They are the best bunch of guys and they want everyone to be happy with their products. They don\'t mean to gyp anyone out of merchandise. On the contrary, they are a very generous group of people and carefully consider their reputation in the miniatures world.
Your patience is requested and greatly appreciated. If at any time someone has a problem getting in touch with Jeremie, Vincent, Allan, etc please send me an email or PM. I will be happy to try to get a hold of one of them for you.
Meg
ScottRadom
Shogun of Saskatchewan
Well I don\'t think anyone is attacking the personal character of any involved. Owning the DvD (Which is INCREDIBLE!) myself I\'d say JBT did an awesome job of creating this product, and his love of the hobby is apparent at every moment through the discs.
The problem as I see it is a customer has bought a product, paid for a product, and then been given the runaround by the company. Good people or not, the business practice in this instance in intolereable. Worse yet the original purchaser has been told on several individual instances that corrective actions have been taken, then not followed through on. That\'s bad business!
Busy days are rough on all of us. But when you own your own business, Busy hands are happy hands!
At no point should it be considered acceptable to charge a customer and not deliver. There\'s all sorts of terms for that practice, and none of them are good.
I find the respectful tone of all involved in this thread VERY encouraging. No rants here! I feel the angst of the original purchaser and yourself as a friend of the seller having to watch the poor practice become highlighted on this forum.
I\'m grateful myself for the post in the first place, to help identify online business\' whose practices may not be completely smoothed out yet. I\'m understanding of your post as well and shows character on your behalf.
Here\'s hoping to a speedy resolution, and forward movement from Kraken themselves. I am very passionate about customer service and that is the reason I\'ve chimed in here, even though I\'m not really involved.
The problem as I see it is a customer has bought a product, paid for a product, and then been given the runaround by the company. Good people or not, the business practice in this instance in intolereable. Worse yet the original purchaser has been told on several individual instances that corrective actions have been taken, then not followed through on. That\'s bad business!
Busy days are rough on all of us. But when you own your own business, Busy hands are happy hands!
At no point should it be considered acceptable to charge a customer and not deliver. There\'s all sorts of terms for that practice, and none of them are good.
I find the respectful tone of all involved in this thread VERY encouraging. No rants here! I feel the angst of the original purchaser and yourself as a friend of the seller having to watch the poor practice become highlighted on this forum.
I\'m grateful myself for the post in the first place, to help identify online business\' whose practices may not be completely smoothed out yet. I\'m understanding of your post as well and shows character on your behalf.
Here\'s hoping to a speedy resolution, and forward movement from Kraken themselves. I am very passionate about customer service and that is the reason I\'ve chimed in here, even though I\'m not really involved.
fieldarchy
New member
Hey Scott,
I wasn\'t insinuating that anyone was personally attacking Jeremie or any of the other guys.
Nor did I say that Kraken is justified in not delivering.
My point in posting is to post my POV that everyone at Kraken really is doing their best and that they are honest. I know Jeremie personally shipped out something like 40 DVDs while I was there. Some to Europe and others to the US. That\'s what I helped him with.
I also know that they were waiting to receive an order of miniatures which arrived a couple days before I left.
And they also lost a box of minis worth several grand through the post in the US.
So, they are being productive and they have had their own share of problems recently.
If you continue to email Jeremie or any of the other guys at Kraken they will fix it. Make sure the emails are going through. I don\'t recommend PMing, make sure you are emailing them. Jeremie checks his email frequently and will get back to you.
And if you do have any problems getting a hold of Jeremie or anyone else please send me an email and I will do the best I can to help you get a hold of them.
Meg
I wasn\'t insinuating that anyone was personally attacking Jeremie or any of the other guys.
Nor did I say that Kraken is justified in not delivering.
My point in posting is to post my POV that everyone at Kraken really is doing their best and that they are honest. I know Jeremie personally shipped out something like 40 DVDs while I was there. Some to Europe and others to the US. That\'s what I helped him with.
I also know that they were waiting to receive an order of miniatures which arrived a couple days before I left.
And they also lost a box of minis worth several grand through the post in the US.
So, they are being productive and they have had their own share of problems recently.
If you continue to email Jeremie or any of the other guys at Kraken they will fix it. Make sure the emails are going through. I don\'t recommend PMing, make sure you are emailing them. Jeremie checks his email frequently and will get back to you.
And if you do have any problems getting a hold of Jeremie or anyone else please send me an email and I will do the best I can to help you get a hold of them.
Meg
atacam
New member
fieldarchy, I for one wasnt intending to berate Any of the Kraken staff on a personal level. I was merley wanting a product I had paid for, and then a reply, once I had sent an email.
I think the acceped turnaround for a reply, is 7 working days? Please correct me if i\'m either wrong, or being unreasonable. I had waited around 3 months and still hadnt had a reply. When I saw this post, and Jérémie had replied I was encouraged to put a post here, in the hope I got a reply. I cant speak of Jérémie personally, but I have NEVER heard a bad word about him. Also I know one of the Kraken staff personally, Grégoire Boisbelaud, from our Rackham days, and can add he is also a top bloke. But as I have said I have had contact from Both Jérémie, and Josselin, so am encouraged by this, and hope it get sorted.
I think the acceped turnaround for a reply, is 7 working days? Please correct me if i\'m either wrong, or being unreasonable. I had waited around 3 months and still hadnt had a reply. When I saw this post, and Jérémie had replied I was encouraged to put a post here, in the hope I got a reply. I cant speak of Jérémie personally, but I have NEVER heard a bad word about him. Also I know one of the Kraken staff personally, Grégoire Boisbelaud, from our Rackham days, and can add he is also a top bloke. But as I have said I have had contact from Both Jérémie, and Josselin, so am encouraged by this, and hope it get sorted.
fieldarchy
New member
Hey Atacam,
I don\'t believe anyone on this thread meant any harm and I didn\'t take it that way. Having a bad experience with a company happens, we\'ve all experienced it before and it does get frustrating. I completely, 100% understand!!!! Trust me . . .
Getting a turn around time of 7 days is acceptable, however, also being persistent in inquiring is helpful as well just in case something doesn\'t go through email. You never know what could happen.
Mind you I am not an official spokesperson for Kraken. I\'ve helped them with some product development mainly dealing with translations. I just know that this is a good group of guys and they don\'t mean anyone any harm. They are the type that want to make sure they have happy customers and if something goes wrong I\'m sure they want to know about it so they know what bugs may need to be fixed.
Jeremie is aware of the problems and my guess is that he might still be trying to find out what happened . . . I don\'t know.
I have faith that things will get fixed. I would hate to see anyone turned off from Kraken because of this. They have wonderful products. I feel that their customer service can only get better as the company continues to grow.
Meg
I don\'t believe anyone on this thread meant any harm and I didn\'t take it that way. Having a bad experience with a company happens, we\'ve all experienced it before and it does get frustrating. I completely, 100% understand!!!! Trust me . . .
Getting a turn around time of 7 days is acceptable, however, also being persistent in inquiring is helpful as well just in case something doesn\'t go through email. You never know what could happen.
Mind you I am not an official spokesperson for Kraken. I\'ve helped them with some product development mainly dealing with translations. I just know that this is a good group of guys and they don\'t mean anyone any harm. They are the type that want to make sure they have happy customers and if something goes wrong I\'m sure they want to know about it so they know what bugs may need to be fixed.
Jeremie is aware of the problems and my guess is that he might still be trying to find out what happened . . . I don\'t know.
I have faith that things will get fixed. I would hate to see anyone turned off from Kraken because of this. They have wonderful products. I feel that their customer service can only get better as the company continues to grow.
Meg
EclypseDesigns
New member
Ok, we got a result!
I got an email from Vincent @ Kraken yesterday, very apologetic about the problems they are experiencing. He gave me several options of how to proceed.
In the end I decided on a refund, as no-one could guarantee the French postal system wouldn\'t misplace things again.
Despite this they have offered to send the DVD out as an apology so all round are happy.
Thanks to Jeremie, Vincent and the guys @ Kraken for getting back on the ball and sorting my problem out. I hope they do the same for anyone else having issues.
Ben
I got an email from Vincent @ Kraken yesterday, very apologetic about the problems they are experiencing. He gave me several options of how to proceed.
In the end I decided on a refund, as no-one could guarantee the French postal system wouldn\'t misplace things again.
Despite this they have offered to send the DVD out as an apology so all round are happy.
Thanks to Jeremie, Vincent and the guys @ Kraken for getting back on the ball and sorting my problem out. I hope they do the same for anyone else having issues.
Ben
