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#919226 - 10/17/13 03:12 PM big fish customer support
judith Offline
Addicted Boomer

Registered: 09/09/00
Posts: 1178
Loc: Edmonton, Alberta Canada
I had 2 free game codes sitting in my in-box in my email. Yesterday I deleted one of them by mistake. I contacted customer support yesterday after I realized what I did. Today, a very nice person named Earl from Seattle answered me. Not only did he give me a new code for the one I deleted, but he also gave me a code for a complimentary CE game. My goodness, you don't get service like that very often. I didn't even think they could help me, after all it was MY mistake. This is a very good company to be a member of. Judy happydance
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#919227 - 10/17/13 03:13 PM Re: big fish customer support [Re: judith]
BrownEyedTigre Online   happy
The Sassy Global Moderator PR Liaison
Sonic Boomer

Registered: 01/04/04
Posts: 65314
Loc: In the Naughty Corner
They are indeed more than fair. Glad you got it taken care of.

Ana wave
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#919237 - 10/17/13 03:38 PM Re: big fish customer support [Re: BrownEyedTigre]
Marian Online   content
Moderator
True Blue Boomer

Registered: 07/04/00
Posts: 20710
Loc: near Yosemite in California
Excellent, Judy! thumbsup

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#919238 - 10/17/13 03:42 PM Re: big fish customer support [Re: judith]
lakecat Offline
Shy Boomer

Registered: 07/25/10
Posts: 87
Loc: Maryland
Wow, that is awesome! I've done the same thing a couple of times and luckily found them in my deleted bin.


Edited by lakecat (10/17/13 03:43 PM)
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#919291 - 10/17/13 08:58 PM Re: big fish customer support [Re: judith]
Susie07 Offline
Addicted Boomer

Registered: 10/25/03
Posts: 3702
Loc: Toronto, Ontario, Canada
Hi, Judy!

BFG Customer Support is second to none. There have been a couple of occasions when I missed the deadline to redeem a punch card coupon because I forgot to check the time on the email. I contacted Customer Support and received replacement coupons with no expiry date.

The Customer Support staff always goes above and beyond to ensure their customers are satisfied. That kind of service is almost unheard of nowadays,

Susan

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#919293 - 10/17/13 09:12 PM Re: big fish customer support [Re: judith]
zookeeper Offline
Addicted Boomer

Registered: 04/15/06
Posts: 2196
Loc: G.H. WA
Susie, I let a couple punch card coupons expire once. I didn't have as much luck as you with customer support. I was told that they had no way to reissue a new coupon. frown That was only the second time I contacted BFG with a problem. The first time they were actually very accommodating, but not so much the second time.
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#919313 - 10/17/13 11:14 PM Re: big fish customer support [Re: zookeeper]
Mad Offline
True Blue Boomer

Registered: 11/21/00
Posts: 23550
Loc: United Kingdom
That's great news, Judith bravo bravo bravo
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#919335 - 10/18/13 04:23 AM Re: big fish customer support [Re: Mad]
Rosaboobie Offline
Addicted Boomer

Registered: 12/26/04
Posts: 1863
Loc: Sanday, Orkney
They are the greatest. Recently my credit card was "compromised" and so my monthly Club subscription was put on hold until I put a new payment method in place, which I did within a couple of days, and back came a complimentary coupon code with no expiry date as a thanks for handling the payment issue so quickly - You can't ask for better than that IMO! rah
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#919414 - 10/18/13 02:17 PM Re: big fish customer support [Re: zookeeper]
Susie07 Offline
Addicted Boomer

Registered: 10/25/03
Posts: 3702
Loc: Toronto, Ontario, Canada
Hi, zookeeper!

BFG will always make it right if you have trouble playing a game you have purchased. When it comes to issuing complimentary coupons if it's the customer's mistake, maybe they take a look at your account to see how many games you've bought. The first time I missed the deadline for redeeming a punch card coupon, I thought it expired at midnight on the date indicated and not at the exact time the email was sent, so it was replaced. The second time, I just forgot to check my outstanding coupons, so I figured I had nothing to lose by contacting Customer Support. That one was also replaced, but I do buy a lot of games.

Susan

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#919422 - 10/18/13 02:43 PM Re: big fish customer support [Re: judith]
zookeeper Offline
Addicted Boomer

Registered: 04/15/06
Posts: 2196
Loc: G.H. WA
Hi Susie, I've also bought lots of games. Around a couple hundred over the years. I don't know, I must have got someone inexperienced or in a bad mood. When I explained that I let a couple of coupons expire by mistake she simply told me there was no way within their system to reissue them. I was surprised since I've always heard such great things about customer service at BFG.... oh well. As a side note, I was very polite in case anyone is wondering.

Judy, sorry, I didn't mean to take your thread in a different direction. That's great that they took such good care of you! My one, not so great experience is a rarity I'm sure.
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#919429 - 10/18/13 03:17 PM Re: big fish customer support [Re: zookeeper]
Sherlock Offline
BAAG Specialist

Registered: 02/27/01
Posts: 7442
Loc: Minnesota, USA
Well, zookeeper, I'm glad to hear I'm not the only one who's had that type of experience. My punch card had just expired that day, although the exact time of issue isn't noted in the emails. I even keep note of when the expiration date is and make sure to use it the day before so I don't run into this. In this case, I overlooked it and didn't use it until the day it expired and was told that it wasn't a valid code. Customer Service didn't live up to their otherwise stellar reputation. I will admit that this is the first time that I haven't been totally satisfied with them. smile
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#919436 - 10/18/13 04:46 PM Re: big fish customer support [Re: judith]
BrownEyedTigre Online   happy
The Sassy Global Moderator PR Liaison
Sonic Boomer

Registered: 01/04/04
Posts: 65314
Loc: In the Naughty Corner
It really depends on who your customer service rep is on whether or not they will give you a complimentary code, but because they did not offer a code doesn't make them less than stellar. They certainly do not have to give free codes to everyone that loses a code, has an expired code or otherwise just has a complaint. If they did that, they would go out of business. wink


When they do give out a free code for your troubles they do indeed deserve kudos, and when they don't, please remember they do not have to.
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#919473 - 10/18/13 07:46 PM Re: big fish customer support [Re: judith]
Sly One Offline
Addicted Boomer

Registered: 07/12/06
Posts: 1175
Loc: Sacramento, CA
Well said Ana! Thank you.
Barbara

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#919499 - 10/18/13 08:53 PM Re: big fish customer support [Re: Sly One]
Sherlock Offline
BAAG Specialist

Registered: 02/27/01
Posts: 7442
Loc: Minnesota, USA
Please don't take my response the wrong way. I actually got a new code. That's not what I took issue with. I realize that most find BF's customer service to be A+, as I did. There are, however, times when that's not the case. I do speak from experience and it's not about whether or not a free game was given. frown
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#919500 - 10/18/13 09:34 PM Re: big fish customer support [Re: judith]
BrownEyedTigre Online   happy
The Sassy Global Moderator PR Liaison
Sonic Boomer

Registered: 01/04/04
Posts: 65314
Loc: In the Naughty Corner
I understand Sherlock. I myself have had different experiences with them depending on who I get, but they have at least all been courteous and try and help. If someone was less than courteous I would let them know.

Ana wave
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