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Collector's Club Email Reply Turnaround

Discussion in 'Action Figures' started by BigDumbWookiee, Aug 16, 2002.

  1. Luke

    Luke Active Member

    Y'know maybe a solution to this might be if Palisades (until they get the passworded web site area set up) put the latest club email on an autoresponder address. That means if people just email the address (which only club members could be told) then it would automatically forward the person emailing, the latest club email. I bet that would solve so much time and also mean they didn't have to deal with all these bounced or not recieved email enquiries. People would just know to email that address and they'd have it with them within a few minutes.
  2. FellowWLover

    FellowWLover Member

    This might sound old-fashioned, but for the life of me I can't understand why, A) people don't try to call the company if they have an urgent question, or B) why people never pick up a pen and piece of paper and write down their darn inquiries... by the time you wait a week, you might be able to get a solid answer that way. Their are other forms of communication besides email and internet.
  3. BigDumbWookiee

    BigDumbWookiee New Member

    Like I said above, if I knew of any other way to contact them, I would, even written or over the phone (I didnt say that specifically, but I would), but I cant find an address or number. Perhaps Im just skimming over it and Im missing it, but I'd call or write if I had the info.

    Even if Palisades just had an automated response like "Thanks for writing, we received your email and will respond as soon as possible" etc, would be helpful. At least then you would know for sure that the email went through.

    Edit: Ok, I was just skimming over it. I had been looking at their "Contact" page, no noticing the small address and number at the bottom. Ill give it a few more days, and call or write if I dont get a response.
  4. FellowWLover

    FellowWLover Member

    Another tip for finding phone numbers for companies (if they have a toll-free number, which not all companies do, but a lot of them are listed this way) is to call the toll-free directory.

    1-800-555-1212

    And then just ask for your listing. It is free to use, and often will get you the information which you seek!
  5. Rugbylass

    Rugbylass New Member

    I agree with our Mr Wookie- this is a great place to discuss the club if you're having problems! There are a few of us not getting the e-mails so I think this is a great place to work out why we're not getting the e-mails and how to fix it. Maybe there is something that our systems have in common which is causing it?

    Although my e-mail is at my work address I've checked with our IT Manager and their are no filters of any sort on our e-mail server. I got one of the e-mails so why would it stop working all of a sudden? Anyone got any ideas? I'm willing to try anything! (Short of formatting my hard drive and reinstalling Windows, that is :D ).

    Luke's autoresponse idea is great- that would save a lot of this worrying, especially for those of us overseas who can't phone Palisades or write (well, we could write but we may as well send a carrier pigeon, it'd be quicker and cheaper!).
  6. FellowWLover

    FellowWLover Member

    But just think of all those out-of-work Disney pigeons! I am sure they could use the employment about now. Have a heart; put a pigeon to work today!

    :p
  7. Struble

    Struble New Member

    I am also having a problem with not receiving the club updates or receiving a reply when I e-mail the club address. I have e-mailed them from both the address I paypalled from and the address I asked them to sign up to the list. No dice. I have no spam filters. I have nothing that should be preventing me from getting these e-mails. I still don't know how to get myself a Fozzie, and it is pretty frustrating. So, I kinda understand other people getting upset when the blame is put on their end.

    Sh.
  8. Louis Kazagger

    Louis Kazagger New Member

    Hey Struble, just click on that little email like under my post here and send me a note, requesting the club email for Fozzie and I'll send it to ya. :)
  9. towels

    towels New Member

    What I can't understand is why people read forum topics that obviously bore them, then complain about other people discussing them. Wouldn't that be like complaining to the Wall Street Journal about wasting space they could be using for comics with all those silly little codes and numbers?
  10. MikeHornPalisad

    MikeHornPalisad New Member

    All:

    I know that many of you have concerns about the communication or lack of, that the club has given so far. I only post now to remind you that we are a small group and up until this week, Ken was basically running hte club singlehandedly. Now that he is off to China for a month, we are scrambling to get Tony (new guy) up to speed. Heck, he's still learning the answers to the questions at this point!

    That's not an excuse, by any means. For htose of you who have sent us your hard-earned money, I expect to get you the answers that you seek. And quickly. As you undoubtedly know, we do not have a message board on our own website for these kind of issues. We are in ongoing debate about this. THe main problem is that we don't ahve the manpower to monitor the boards and get the answers out quickly.

    In summary, the club was created to quell customer unrest, not add more! It's a case of basic economics. If we get enough members in teh club, then we can afford to put someone on in charge of just club correspondence. We're getting there, believe me. And every single one of you who has sent in to join, I appreciate it. I just ask that you continue to be patient, and contact us through the club email if you have issues. Club@PalisadesToys.com. It's there for you. It's really the best place to reach us with Club issues. We try to get out here on this board and some others as much as possible, but truth is, we just can't. And, even though Muppet Central is good enough to provide this forum, it belongs to them and not to Palisades.

    Sorry for the long rant.


    Mike H.
  11. BigDumbWookiee

    BigDumbWookiee New Member

    Ok, now I'm a little peeved........

    Today's pluses: I finally got a reply to my email, 3 full business days isn't bad, especially with the volume of emails they have been receiving

    Today's negatives: The response that I actually received.

    I signed up three weeks ago, part of the response was "Your
    membership kit and all the goodies will be shipped out in the next 2-6 weeks". Last I checked, Ken said that the packages would ship 2-6 weeks from the date the payment was received.

    Ok, I can live with that, at least I know I'll get it (although if this delay causes me to not get the other "surprise", I will be mad, because I know others who received their package, after I paid, got theirs). This is selfish of me though, and I shouldn't have been under the impression of getting an extra item before I signed up, thats not fair to everyone else. If I dont happen to get it, I will look past this point, afterall, it was a gift of gesture, not something we paid for. I'll go to Ebay if needbe.

    This is what really urks me though: His Reply:
    We have been getting a great deal of bounce back on e-mails sent to club
    members. You must try to fix this on your end. Many free e-mail hosts do
    not allow junk mail or mails with a certain size through their systems.
    To regularly receive the e-mails and the newsletter you must adjust
    settings and filters and we can't really help you do that. Most e-mail
    services that you pay for are easier to make adjustments to and have
    less problems receiving the e-mails from a business.

    If you continue to have a problem check out the website regularly on our
    list of e-mail addresses that we have had returned mail from. If you see
    your name there, we can't get a message to you.

    Ok, youre probably thinking "Hey, thats an informative reply", but you have to understand what I wrote in to them

    Point 1: I told them Im using a PAY service, not free, not work, not school.

    Point 2: Ill shorten this one, basically, I said that the only filter associated with my email service has not picked up and Palisades emails.

    Point 3: I told them I check their "bounce list" daily, and thus far, my name nor email have shown up on that list. I signed up three weeks ago, it should be on there by now.

    I'm sorry, but in my eyes, this is extremely poor customer service; it gives me the impression this individual did not even read my email thoroughly, but only well enough to know there was an "email problem". I give them points for at least replying, but thats all the credit I give them.

    Im sorry for the negativity of this, but I think its only fair to let possible new Collector's Club members know what they may be up against.
  12. incredeeble!

    incredeeble! New Member

    Dude... chill out......

    I haven't received my toys yet either but you need to have a little understanding. There are only like 12 people running this entire company! They are in the likes of major corporations that have hundreds in staff and you're getting beefed by it. There are bugs that they need to work out. SO WHAT?

    Can you say you were born with everything you know today? I think we're going to see this company grow larger and larger. This is just the beginning and they are having some growing pains.

    But please, show some patience... For gosh darn sake. A collector's club is an added bonus. Yeah that's hard earned money but you're getting your toy within 6 weeks. Look at Wizard's turnaround 16-20 weeks! At least you're getting the toy. I think that's what matters. And if that "suprise" was never spilled, you probably never would have known and been just as happy.

    I personally don't want Pallisades ticked at the consumers and decide to pull the plug altogether on the club. I'd rather sit and wait (without complaining left and right) while the problems get worked out.

    :mad:
  13. BigDumbWookiee

    BigDumbWookiee New Member

    Did you not read where I wrote "Ok, I can live with that, at least I know Ill get it" or, regarding the freebie "If I dont happen to get it, I will look past this point, afterall, it was a gift of gesture, not something we paid for. I'll go to Ebay if needbe"

    Im mad about the very shaudy response that I got, thats just poor customer service.

    And if they actually close the club, because one guy gets on a board telling about his negative experience, then they already have some problems. So how about you "chill" and stop worrying that they are going to close their club because I complained. If anything even remotely close to that is going to happen, its going to be me getting kicked out for sharing my negative experience on this board. Furthermore, if everyone just sits and waits, and doesn't complain or otherwise voice their opinion, how will they even know something is wrong?

    The poor reply I received in that I email, discussed above, has nothing to do with being a new (or small) company. If this guy was able to get the job, then he should be intelligent enough to actually read through the email, and give a response that is more suitable. Even if the reply was "We apologize, but we have been receiving high volumes of emails, we will reply as soon as possible", I would have been more pleased than with what I got.

    Im really starting to think people don't bother actually READING what someone has to say, they just pick out one or two points and reply to those.....
  14. Luke

    Luke Active Member

    Firstly, i'm sure nobody's going to be kicked out for sharing their experiences of the club good or bad - i think we've come to know the guys at Palisades better than that.

    Secondly, Wookie, i can understand how you feel when you get a response like that, when you've already pointed out that is not the problem. I can only think that maybe there has been an error with adding your email address to the mailing list, or perhaps all these bounced back emails might not even be 'bouncers' - it could well be the server overloading if their email programme is sending out too many at once and bouncing them back before they even get sent out. Thats very technical but it is possible so possibly something for them to check.

    I know that Palisades obviously don't want the situation more overloaded by lots of people phoning them for admin related things, but if you feel strongly about this matter then perhaps in your case, a quick phone call to the offices might help and you can make sure things are checked and sorted out at their end. I did suggest them putting the club email on an autoresponder address so maybe they might consider that until the special website areas are set up.

    Hope that helps,
  15. BigDumbWookiee

    BigDumbWookiee New Member

    Thanks for the reply Luke.

    I would like to stress, despite how it appears, I would indeed like to get on here and share my positive experiences with the Collector's Club, Im not doing it for the sake of complaining, or from spite, like I said, I think its only fair that possible new members get more of the entire perspective about signing up. I know I may have held off for a while if I knew these problems were going on, just to wait until the tide settles.

    Im going to wait for another reply, but I will most likely give them a call in the next couple of days, I would like to get on here and be able to honestly say that everything has been resolved, and there aren't anymore problems. I sent a reply, asking if they could give me a solid confirmation that my email address is both on the list, and it is indeed bouncing back them, so far I havent actually been informed of either. If my name was on their list, it would be a whole other story.

    To sum it up, hopefully within the next couple of days I can get on here and share something positive that happened.

    Just for the heck of it, here is the list of names and email addresses of bounced newsletters. Im not being sarcastic when I say this, but if you all could glance at it and just confirm to me that neither "Adam Lowe" or "adamclowe@earthlink.net" or any close derivitives thereof actually appears on this list, I'd appreciate it. I would feel like a huge tool if all this time I actually just skimmed over it:

    David.Michael@am1.ericsson.se

    sean@adsc.com

    khao02@heronet.ne.jp

    skorman@wi.rr.com

    steve46300@mn.rr.com

    hap@cyberhap.com

    jnebulis@cfl.rr.com

    art@dmv.com

    tdegon@dmv.com

    jveith4819@excite.com

    eric@edaza.com

    paladin@aviatormail.zzn.com

    anwilson@interfold.com

    WTAM@support.ucla.edu

    sdjjas.yahoo.com

    eric@edaza.com

    bentla@rpi.edu

    jveith4918@excite.com

    memfiss@midsouth.rr.com

    M. Willstrop

    bjw@sfu.ca

    Jeffrey A. Veith

    Juli Holliday

    Beth Pickett Jones

    Harold G. Ford III

    Charles Mihm

    copperhead@knology.net

    gringo@nwlink

    jriems@acceleration.net

    hap@cyberhap.com

    Smcneal@wi.rr.com

    gringo@nwlink.com

    skorman@wi.rr.com

    bentla@rpi.edu

    steve46300@mn.rr.com

    darthdav@pacbell.net

    dw_m@webtv.net

    hap@cyberhap.com

    saisaac@oregon.uoregon.edu
  16. MikeHornPalisad

    MikeHornPalisad New Member

    BDW, I can't address the specific email since I don't see them and don't know what was sent. I can offer you this, however. Since you have not recevied your package yet, I can offer to refund your membership dues. Really, I don't see what else we can do.

    And someone mentioned closing the club altogether. If it turns out that our customer service is consistently crummy, then we will indeed shut it down. THose of you who remember before we started the club, I voiced this exact fear as a major reason for not having a club at all. We are far too small of a company to create more problems than we already have.

    Not trying to rain on anyone's parade, but from what I read on this board, the club seems to be causing more aggravation than just not having the show exclusives availalbe outside of the secondary market and ebay.

    MH
  17. BigDumbWookiee

    BigDumbWookiee New Member

    From the best of my understanding, my club package, as well as Fozzie, should be to me within 2-6 weeks. I have no issues of waiting for it, Im just glad to know my membership made it through. Obviously, if it never arrives, I would ask for a refund.

    Despite how I may have sounded, I wouldn't want the club to close, I do think its doing a great service, and like was said above, just has some growing pains, and some kinks to work out.

    I think Luke's idea about an auto-responder would be great, and highly beneficial. I think even a simple automatic response just to confirm your email has been received would be helpful, I know that was a big fear of mine.

    Obviously the more ideas I give, the more overhead it would create, but I think some of these ideas might help:

    I may have missed it, but to add to the membership application that you ship via UPS and can not accept PO Boxes would be helpful, this is what caused my package to get delayed

    An email confirmation that your payment has been received, and perhaps one to confirm your package has been sent

    Perhaps if Muppet Central agreed, you could post members emails in the forum, until a time that youre able to get a members section of your site up and running. Im not sure how you could keep non members from trying to buy pieces, other than issuing a member number or something.
  18. MikeHornPalisad

    MikeHornPalisad New Member

    Good idea about the PO Boxes thing. We'll get our site updated this week.

    MH
  19. BigDumbWookiee

    BigDumbWookiee New Member

    There could always be a share of people out there willing to volunteer to help out as well. Whether it was moderating a board, helping answer emails, or whatever else.

    I for one wouldn't mind volunteering if I could actually be of assistance; whether it was just simply answering bulk easy-to-answer questions (where do I send payment, how long does it take, etc etc), or helping moderate a message board. I don't want to speak for anyone personally on the board, but surely there are other Muppet fans out there that would be willing to put in an occasional few hours just to help the cause.
  20. Luke

    Luke Active Member

    Judging from the mass support and the kind of relationship Palisades has built up on this forum, i'd say they'd have to beat Muppet fans off with a stick to stop them volunteering to moderate a Palisades Muppet figures forum ! LOL !

    I actually think Palisades having it's own forum, similar to this but for all the Palisades figure lines is a great idea. In these types of forum scripts you can have regular categories that anybody can get into and participate (like say having general forums for Micronauts, and Muppets) but also have categories where you need a password or be in a certain members group before you can get in so that'd be ideal for a 'Collectors Club' board. It's actually quite simple to set up and maintain as these things go and would look a lot more professional coming from the official site.


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