The Energon Pub

News Credits: 97 · Mon Jul 15, 2013 8:46 pm

Recently I ordered one of the leftover Electron/Sandstorm sets from the Club Store. I was all excited today when the box arrived. But when I opened it up, I found Mirage and Thundercracker inside instead. My invoice and receipt all say Electron/Sandstorm. I really thought I had seen the extent of FunPub's incompetency, but they've surprised me yet again. I sent an email asking about an exchange, we'll see how long and painful this turns out to be

News Credits: 656 · Mon Jul 15, 2013 9:20 pm

I'd just call them tomorrow, I'm sure they'll get you fixed right up on something like that

Mon Jul 15, 2013 10:45 pm

ScottyP wrote:I'd just call them tomorrow, I'm sure they'll get you fixed right up on something like that

You know we're talking about FunPub, right? :lol:

Sorry for your bad luck, Savage!

News Credits: 20 · Tue Jul 16, 2013 4:47 am

Has anyone ever had themselves not get taken care of by FunPub? Ever? Bad service? I know I haven't. You know the day to day club stuff is run by folks who are just a handful of everyday joes just doing a job. Understandable that it's a mistake but... it's just a mistake. People act like they're the worst thing to happen to the brand and yet they put on amazing conventions every year. Two even, one for the Joe fans! They've produced over a hundred Transformers figures. Most of which are great. Cut them a little slack. They'll get you straightened out. To go in thinking the worst is the wrong mindset from the beginning.

News Credits: 12 · Tue Jul 16, 2013 8:40 am

Flux Convoy wrote: You know the day to day club stuff is run by folks who are just a handful of everyday joes just doing a job. Understandable that it's a mistake but... it's just a mistake.

But they make a LOT of mistakes. BIG ones. We're all just "everyday joes" doing our jobs, but being an "everyday joe" isn't an excuse for doing your job poorly. If my boss calls me into their office to ask why I screwed up a project, I can't just throw up my hands and say "Hey, I'm just an everyday joe and I make mistakes!"

News Credits: 20 · Tue Jul 16, 2013 8:59 am

Fact is, you could get bent about it or just call and sort it out. I don't understand all the wasted energy complaining about this stuff. It really is so trivial in the big picture of your/our lives.

News Credits: 12 · Tue Jul 16, 2013 9:06 am

Flux Convoy wrote:It really is so trivial in the big picture of your/our lives.

You could say the same thing about every discussion we have here. Might as well shut down the message boards. :HEADHURTS:

News Credits: 241 · Tue Jul 16, 2013 9:11 am

GuyIncognito wrote:
Flux Convoy wrote:It really is so trivial in the big picture of your/our lives.

You could say the same thing about every discussion we have here. Might as well shut down the message boards.

Nah... Just boycot the club, make them fold so we don't have to deal with their errors ever again 8-}

News Credits: 20 · Tue Jul 16, 2013 9:13 am

There's certainly something to be said for having the correct outlook. Especially repeat customers such as Savage and myself who know how they operate from plenty of first hand knowledge.

News Credits: 1 · Tue Jul 16, 2013 9:25 am

To suggest anyone should have to put up with poor customer service is ridiculous.

News Credits: 20 · Tue Jul 16, 2013 9:27 am

No one has said that. You won't get anything but good customer service from them.

News Credits: 1 · Tue Jul 16, 2013 9:30 am

Flux Convoy wrote:No one has said that. You won't get anything but good customer service from them.

Receiving the wrong merchandise seems like pretty bad customer service to me.

News Credits: 12 · Tue Jul 16, 2013 9:33 am

JelZe GoldRabbit wrote:Nah... Just boycot the club, make them fold so we don't have to deal with their errors ever again

What I meant was: If we're not going to discuss things that are "trivial in the big picture of our lives", then we might as well shut down this board because there'd be nothing to talk about.

News Credits: 20 · Tue Jul 16, 2013 9:35 am

njb902 wrote:
Flux Convoy wrote:No one has said that. You won't get anything but good customer service from them.

Receiving the wrong merchandise seems like pretty bad customer service to me.

No that would be a shipping error. Customer service is an entirely different matter.

News Credits: 1 · Tue Jul 16, 2013 9:43 am

Flux Convoy wrote:
njb902 wrote:
Flux Convoy wrote:No one has said that. You won't get anything but good customer service from them.

Receiving the wrong merchandise seems like pretty bad customer service to me.

No that would be a shipping error. Customer service is an entirely different matter.

Most businesses would disagree with you.

News Credits: 12 · Tue Jul 16, 2013 9:49 am

FluxConvoy, do you work for FunPub? Your defense of them is approaching fanboy level.

News Credits: 20 · Tue Jul 16, 2013 10:02 am

I don't, no. Obviously I am a fan. I have been a member of the club since the beginning and have attended all but their first Botcon. Should this really matter? My defense of them in this regard paints me as a fanboy though? Maybe rethink that. By suggesting people stop painting them as some sort of villain and just calling to exchange their toys? Okay, you win.

News Credits: 1 · Tue Jul 16, 2013 10:10 am

Flux Convoy wrote:I don't, no. Obviously I am a fan. I have been a member of the club since the beginning and have attended all but their first Botcon. Should this really matter? My defense of them in this regard paints me as a fanboy though? Maybe rethink that. By suggesting people stop painting them as some sort of villain and just calling to exchange their toys? Okay, you win.

I'm not saying they are a villain, I'm saying they aren't a good company.

Tue Jul 16, 2013 10:27 am

To be fair, FunPub does usually get things worked out, but it nearly always takes longer than they said it would (see: months late), and I'm sure cases of things like this are more common than you would expect.

Not a terrible company by any means...but flawed to be sure.

News Credits: 12 · Wed Jul 17, 2013 10:15 am

Flux Convoy wrote:No one has said that. You won't get anything but good customer service from them.

So how are they dealing with the problem of the mis-assembled Hoist figures? I assume they're doing the right thing and replacing all of them at no charge.

News Credits: 241 · Wed Jul 17, 2013 10:19 am

GuyIncognito wrote:
Flux Convoy wrote:No one has said that. You won't get anything but good customer service from them.

So how are they dealing with the problem of the mis-assembled Hoist figures? I assume they're doing the right thing and replacing all of them at no charge.

Nope, there are none. See my reply in the other thread.

News Credits: 12 · Wed Jul 17, 2013 10:21 am

Then are they giving people refunds? They must be doing SOMETHING to address this and make it right. If not, that's pretty sh*tty customer service.

News Credits: 241 · Wed Jul 17, 2013 10:30 am

GuyIncognito wrote:Then are they giving people refunds? They must be doing SOMETHING to address this and make it right. If not, that's pretty sh*tty customer service.

For the shoulders it seems the problem either isn't severe enough, or they consider the problem to hard to fix. The problems aren't limited to the shoulders, some Hoists and Electros have the inside of the chest misassembled as well, but FunPub has posted a fix for that on Twitter. Only required the removal of three screws

As for the shoulders, Convotron has posted a video on how to remove the capped pins that hold the shoulders together, and is the main obstacle for the fix. Pretty advanced stuff.

News Credits: 1 · Wed Jul 17, 2013 11:15 am

JelZe GoldRabbit wrote:
GuyIncognito wrote:Then are they giving people refunds? They must be doing SOMETHING to address this and make it right. If not, that's pretty sh*tty customer service.

For the shoulders it seems the problem either isn't severe enough, or they consider the problem to hard to fix. The problems aren't limited to the shoulders, some Hoists and Electros have the inside of the chest misassembled as well, but FunPub has posted a fix for that on Twitter. Only required the removal of three screws
As for the shoulders, Convotron has posted a video on how to remove the capped pins that hold the shoulders together, and is the main obstacle for the fix. Pretty advanced stuff.

That's fine and dandy, but can't expect people to be happy with it. I don't think it's too much to expect a business to deliver on it's obligations.

News Credits: 241 · Wed Jul 17, 2013 11:22 am

njb902 wrote:
JelZe GoldRabbit wrote:
GuyIncognito wrote:Then are they giving people refunds? They must be doing SOMETHING to address this and make it right. If not, that's pretty sh*tty customer service.

For the shoulders it seems the problem either isn't severe enough, or they consider the problem to hard to fix. The problems aren't limited to the shoulders, some Hoists and Electros have the inside of the chest misassembled as well, but FunPub has posted a fix for that on Twitter. Only required the removal of three screws
As for the shoulders, Convotron has posted a video on how to remove the capped pins that hold the shoulders together, and is the main obstacle for the fix. Pretty advanced stuff.

That's fine and dandy, but can't expect people to be happy with it. I don't think it's too much to expect a business to deliver on it's obligations.

True, but there's no such thing as a business with a perfect track record, 100% positive feedback. How should FunPub have handled BotCon Hoist, if:

1) There are no replacements
2) Ordering a complete new run is not an option
3) All sales are final

What if it actually can't? Go storm their PR offices?