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big fish customer support #919226
10/17/13 03:12 PM
10/17/13 03:12 PM
Joined: Sep 2000
Posts: 1,833
Edmonton, Alberta Canada
judith Offline OP
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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


A balanced diet is a cookie in each hand.
Re: big fish customer support [Re: judith] #919227
10/17/13 03:13 PM
10/17/13 03:13 PM
Joined: Jan 2004
Posts: 83,270
In the Naughty Corner
BrownEyedTigre Offline
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They are indeed more than fair. Glad you got it taken care of.

Ana wave


Don't feed the Trolls
Re: big fish customer support [Re: BrownEyedTigre] #919237
10/17/13 03:38 PM
10/17/13 03:38 PM
Joined: Jul 2000
Posts: 48,232
near Yosemite
Marian Offline
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Excellent, Judy! thumbsup

Re: big fish customer support [Re: judith] #919238
10/17/13 03:42 PM
10/17/13 03:42 PM
Joined: Jul 2010
Posts: 87
Maryland
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lakecat Offline
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Wow, that is awesome! I've done the same thing a couple of times and luckily found them in my deleted bin.

Last edited by lakecat; 10/17/13 03:43 PM.

Pam

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Re: big fish customer support [Re: judith] #919291
10/17/13 08:58 PM
10/17/13 08:58 PM
Joined: Oct 2003
Posts: 4,486
Toronto, Ontario, Canada
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Susie07 Offline
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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

Re: big fish customer support [Re: judith] #919293
10/17/13 09:12 PM
10/17/13 09:12 PM
Joined: Apr 2006
Posts: 2,403
G.H. WA
zookeeper Offline
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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.


I child-proofed my home... but they're still getting in!
Re: big fish customer support [Re: zookeeper] #919313
10/17/13 11:14 PM
10/17/13 11:14 PM
Joined: Nov 2000
Posts: 34,317
United Kingdom
Mad Offline
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That's great news, Judith bravo bravo bravo


Time : The Most Precious Commodity
Re: big fish customer support [Re: Mad] #919335
10/18/13 04:23 AM
10/18/13 04:23 AM
Joined: Dec 2004
Posts: 1,863
Sanday, Orkney
Rosaboobie Offline
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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


Boobie
Re: big fish customer support [Re: zookeeper] #919414
10/18/13 02:17 PM
10/18/13 02:17 PM
Joined: Oct 2003
Posts: 4,486
Toronto, Ontario, Canada
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Susie07 Offline
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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

Re: big fish customer support [Re: judith] #919422
10/18/13 02:43 PM
10/18/13 02:43 PM
Joined: Apr 2006
Posts: 2,403
G.H. WA
zookeeper Offline
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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.


I child-proofed my home... but they're still getting in!
Re: big fish customer support [Re: zookeeper] #919429
10/18/13 03:17 PM
10/18/13 03:17 PM
Joined: Feb 2001
Posts: 10,699
Minnesota, USA
Sherlock Offline
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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


The best math you can learn is how to calculate the future cost of current decisions.
Re: big fish customer support [Re: judith] #919436
10/18/13 04:46 PM
10/18/13 04:46 PM
Joined: Jan 2004
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In the Naughty Corner
BrownEyedTigre Offline
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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.


Don't feed the Trolls
Re: big fish customer support [Re: judith] #919473
10/18/13 07:46 PM
10/18/13 07:46 PM
Joined: Jul 2006
Posts: 1,187
Sacramento, CA
Sly One Offline
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Well said Ana! Thank you.
Barbara

Re: big fish customer support [Re: Sly One] #919499
10/18/13 08:53 PM
10/18/13 08:53 PM
Joined: Feb 2001
Posts: 10,699
Minnesota, USA
Sherlock Offline
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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


The best math you can learn is how to calculate the future cost of current decisions.
Re: big fish customer support [Re: judith] #919500
10/18/13 09:34 PM
10/18/13 09:34 PM
Joined: Jan 2004
Posts: 83,270
In the Naughty Corner
BrownEyedTigre Offline
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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


Don't feed the Trolls
Re: big fish customer support [Re: judith] #919504
10/18/13 10:00 PM
10/18/13 10:00 PM
Joined: Apr 2006
Posts: 2,403
G.H. WA
zookeeper Offline
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G.H. WA
I also want to make clear that I wasn't complaining. Overall I think BFG offers excellent service. I was only pointing out that, like said above, depending on who you're working with, the outcome could will be different. It's very nice when they are generous with their free coupons, but it shouldn't be expected.


I child-proofed my home... but they're still getting in!
Re: big fish customer support [Re: judith] #919582
10/19/13 12:08 PM
10/19/13 12:08 PM
Joined: Oct 2000
Posts: 40,644
southeast USA
Jenny100 Offline
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southeast USA
I don't think the coupons you get should expire.
Those are coupons you've earned by buying quantities their games.

If you are regularly buy Collector's Editions instead of Standard Editions, there's not much to choose from and you may have to wait quite a while for an acceptable Standard Edition to come along that you don't already have the Collector's Edition for.

Of course, if you stop buying Collector's Editions, this is not a problem. But I don't think Big Fish really wants people to stop buying Collector's Editions.

Re: big fish customer support [Re: judith] #919639
10/19/13 06:39 PM
10/19/13 06:39 PM
Joined: Apr 2006
Posts: 2,403
G.H. WA
zookeeper Offline
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Jenny, I agree. It would be nice if the coupons didn't expire. That was exactly the problem when mine expired. I knew I had them and I was waiting for a SE to release that I liked and before I knew it I ran out of time. Too bad BFG didn't allow you to use 2 coupons for a CE.


I child-proofed my home... but they're still getting in!
Re: big fish customer support [Re: zookeeper] #919699
10/20/13 10:30 AM
10/20/13 10:30 AM
Joined: Oct 2003
Posts: 4,486
Toronto, Ontario, Canada
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Susie07 Offline
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Toronto, Ontario, Canada
Hi, zookeeper!

I have the same problem as everyone else. I buy a lot of CEs so, when it comes time to use a coupon, I have a hard time finding a SE that I like. Then I end up buying a game I probably would have passed on if I had to pay for it because I don't want to waste a coupon.

It would be great if we could use 2 coupons to buy a CE, but I don't think that will ever happen because the coupons are a bonus for purchasing 6 SEs or 2 CEs.

Since BFG is releasing 3 or 4 CEs a week instead of 1 or 2 a month, it would be nice if the coupons didn't expire.

Susan

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