Wargaming replies to customer in response to

This is in response to:

http://emailtheboss.org/consumer-submissions/hi-there-i-dont-usually-contact-the-ceo-or-even-executive-relations-with-a-company-victor-kislyi-email-address/

Wargaming reply:

On Dec 29, 2015, at 9:08 PM, Felicia Johnson  wrote:

Dear Silinja (G. Gallant),

We understand that you recently had a bad customer service experience with us. We want to express our sincere apologies for this. Our goal is provide our customers with both legendary games, and legendary experiences with all aspects surrounding them.

My name is Nyx, and I am the lead community manager for Wargaming NA. We want to do the correct thing here, and make this right for you. We did have some challenges in running this contest that we were unprepared for. We always try to minimize things like this, but sometimes they happen anyway, even when we have the best of intentions. We totally understand that it's still frustrating when it affects you adversely, regardless of our intentions.

This, however, is not an excuse for the unhappiness this has caused you. What we would like to do is make this right for you. We can offer to you the Tirpitz right now, as a way of an apology for how badly this situation has worked out for you.

Again, we are sincerely sorry for this bad experience. Your Tirpitz is waiting for you in your port. Please accept this as a measure to know that we do care, we are listening, and we do want you to have the best experience possible.

~Nyx
Community Manager Lead, Wargaming America

Customer reply:

Dear Nyx (Felecia),

Thank you for the response.

Many thanks for the ship, I will put it to good use blasting holes in my enemies.

My intention behind my support ticket and email was to bring forward the fact that you have a legendary game, and for the most part legendary experiences.  It’s the lack of a direct correlation between them at all times that negatively effects the customer experience.

I am fortunate enough to work with a company that produces a world class product, and my role is providing the world class experience for all our customers who have that product, especially when they have had a bad experience or have a bad product.  It is one of the most challenging jobs I have ever had in my life.  However, it is also the most rewarding.

Your game is my way of releasing the stresses of being held to this high standard at all times.  I see an opportunity for you to re-examine the ways in which the different areas of your business coordinate and perhaps find better ways to ensure that the customer has an excellent experience and therefore your teams as well.

You have a company and multiple games  that are sitting on the edge between greatness and excellence.  It is my hope that through my email someone takes the time to find the excellence that I am positive you all strive for.

Have no fear, I am truly an advocate of your game, I have introduced your games to many of my friends and colleagues, I have been actively helping twitch streamers (experienced and new) get a better understanding of the game. I still continue to  buy doubloons and Secret Santa gifts.and  I will continue to do my best to support your companies products. I am truly a fan of what you do as a game company as what you do in preserving the knowledge of History to a generation that may not have the desire or teachers available to ensure the understand the sacrifices that were made to buy the freedoms we have today.   At some point I hope to get down to a PAX and meet some of you and express this gratitude in person.

Regards,

Silinja

G.Gallant

 

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