The Energon Pub

Did you get an automated response after your first email? Something along the lines of:

Dear <name>

BigBadToyStore.com thanks you for your email.
Our customer support staff will get in touch with you shortly.
We aim to respond within a few working hours.
Our Business hours are Monday through Friday 7 AM to 3 PM CST.

I emailed them about a part that wasn't included in one of my recent orders at 7:03pm on a Monday, by 9:51am on that Tuesday I had a response an a shipping confirmation about my part. Six days later it arrived in at my door via USPS.

If you didn't receive the automated email response, something went wrong somewhere ... try emailing service@bigbadtoystore.com again is all I can suggest. I looked through my Inbox and Sent mail folders going back to 2008 and the longest I have had to wait for a "live" response from BBTS was 12 hours, and I always received the automated response first.

Son of Primus wrote:Did you get an automated response after your first email? Something along the lines of:

Dear <name>

BigBadToyStore.com thanks you for your email.
Our customer support staff will get in touch with you shortly.
We aim to respond within a few working hours.
Our Business hours are Monday through Friday 7 AM to 3 PM CST.

I emailed them about a part that wasn't included in one of my recent orders at 7:03pm on a Monday, by 9:51am on that Tuesday I had a response an a shipping confirmation about my part. Six days later it arrived in at my door via USPS.

If you didn't receive the automated email response, something went wrong somewhere ... try emailing service@bigbadtoystore.com again is all I can suggest. I looked through my Inbox and Sent mail folders going back to 2008 and the longest I have had to wait for a "live" response from BBTS was 12 hours, and I always received the automated response first.

Not to be rude, but did you read my other posts? I already said they'd sent an automated message. I don't know what's going on.

I have sent an e-mail to iGear. I may try BBTS one more time... Maybe 50 messages from several different e-mail accounts will get their lousy attention.

Well that's weird. I emailed them about the Clear Henkei Hot Rod and they gave me another clear henkei Hot rod.

http://www.seibertron.com/energonpub/viewtopic.php?f=4&t=69329

Try joel@bigbadtoystore.com
It was his direct email, and I believe it's still functional. If you can reach him directly, and POLITELY* address the situation, you'll be pleasantly surprised in the end.

Joel and his crew really do bend over backwards to make this stuff happen and make us happy. They might have dropped the ball with communication, but they can still fix this.

And if they know of the problem, they will fix it.

*= I just wanted to clarify, I'm not saying you haven't been polite, I'm not saying you would be rude, I'm just emphasizing the politeness and civility go a very long way with these people. Because of this, they'll work their butts off to make sure they don't lose you as a customer.

Autobot032 wrote:Try joel@bigbadtoystore.com
It was his direct email, and I believe it's still functional. If you can reach him directly, and POLITELY* address the situation, you'll be pleasantly surprised in the end.

Joel and his crew really do bend over backwards to make this stuff happen and make us happy. They might have dropped the ball with communication, but they can still fix this.

And if they know of the problem, they will fix it.

*= I just wanted to clarify, I'm not saying you haven't been polite, I'm not saying you would be rude, I'm just emphasizing the politeness and civility go a very long way with these people. Because of this, they'll work their butts off to make sure they don't lose you as a customer.

I have been perfectly civil up to this point. I have tried to make my frustration clear without being offensive in any way, and hoped that they would eventually respond. But right now, I'm pissed. I'm going to wait a small amount of time before trying to e-mail Joel, or I may do nothing but cuss at him. Hell, they'll probably just make me pay for a new one anyway, faulty product or not.

Also, iGear is on a "business trip" so e-mailing them was just pointless too.

Vicalliose wrote:I have been perfectly civil up to this point.

Never said you weren't.

Vicalliose wrote:I have tried to make my frustration clear without being offensive in any way, and hoped that they would eventually respond.

This one has me stumped. The lack of an answer amazes me. That's not like them at all. Hopefully joel@bigbadtoystore.com works.

Vicalliose wrote:But right now, I'm pissed. I'm going to wait a small amount of time before trying to e-mail Joel, or I may do nothing but cuss at him. Hell, they'll probably just make me pay for a new one anyway, faulty product or not.

I know you're pissed, I even understand it. I know, I've been there. Been doing online shopping for my collection since I was 16, I'm now 31. I've been through the wringer many a time.

That being said, cussing at him will do you no good. It'll only blow up in your face.

One thing BBTS will not do, is make you pay for the replacement. That was said out of justified anger, but anger nonetheless and it serves no purpose. Hyperbole isn't necessary right now.

Vicalliose wrote:Also, iGear is on a "business trip" so e-mailing them was just pointless too.

I wouldn't waste my breath on them.

I'm going to give you the BBB link for BBTS, there's contact information, perhaps you can find another option there.
http://www.bbb.org/wisconsin/business-r ... -44150085/

Vicalliose wrote:

Son of Primus wrote:Did you get an automated response after your first email? Something along the lines of:

Dear <name>

BigBadToyStore.com thanks you for your email.
Our customer support staff will get in touch with you shortly.
We aim to respond within a few working hours.
Our Business hours are Monday through Friday 7 AM to 3 PM CST.

I emailed them about a part that wasn't included in one of my recent orders at 7:03pm on a Monday, by 9:51am on that Tuesday I had a response an a shipping confirmation about my part. Six days later it arrived in at my door via USPS.

If you didn't receive the automated email response, something went wrong somewhere ... try emailing service@bigbadtoystore.com again is all I can suggest. I looked through my Inbox and Sent mail folders going back to 2008 and the longest I have had to wait for a "live" response from BBTS was 12 hours, and I always received the automated response first.

Not to be rude, but did you read my other posts? I already said they'd sent an automated message. I don't know what's going on.

I have sent an e-mail to iGear. I may try BBTS one more time... Maybe 50 messages from several different e-mail accounts will get their lousy attention.

I am sorry, but I must have missed where you typed that. I am honestly stumped by them not responding to you, I read you were asking if people had heard back from BBTS in the past month and I had so I thought I would reply with my experience. I can totally understand your frustration though and I would agree with Autobot032 and say try calling them.

I believe it was my fault for contacting them from the wrong e-mail. In the past my brother's e-mail was used, so long as I provided the correct order number they would always respond. But the e-mail I used and got a response to was separate from both of our main e-mail addresses and is the one directly associated with the BBTS account. Clearly they've changed things since last time I used their customer service, and I just made a big mess out of nothing. Anyway, BBTS cleared it up by sending me a new set free of charge. So, now I can give my opinion on one thing...

Don't fear the cygar. The new head was built in such a way to give the cygar more clearance, so as long as you tilt his head forward before transforming (which you have to do as part of the transformation anyway) it won't break. It is NOT brittle.

fair play to admitting your error. Not that I see it as a terribly huge issue. Surely if you could have provided all appropriate details it shouldn't have mattered what email address you were using?

craggy wrote:fair play to admitting your error. Not that I see it as a terribly huge issue. Surely if you could have provided all appropriate details it shouldn't have mattered what email address you were using?

Just my personal Gmail account. The one that worked was my mothers old Yahoo account which I've had registered with BBTS for a long time. Didn't think I'd ever have to bother changing it or anything, since they'd responded to other addresses in the past.

Main reason I actually used my mother's e-mail this last time was because it hit me that they may not respond to non-user e-mail accounts anymore. Apparently I was right. I guess it's just protocol or something.

Ok I'm probably going to make a video review tomorrow for my bro's channel.

I made a new discovery though. On my new head, the cygar is fully removable. I would advise no one intentionally trying to remove it. But if you're one of those people who doesn't care about the cygar head anyway, could someone try just to see? Just a light tug should do it, no force at all. As far as I can tell there's a specific slot where it goes in, so I can probably just glue it if it bothers me, but it's weird and it makes me nervous now.

Vicalliose wrote:Ok I'm probably going to make a video review tomorrow for my bro's channel.

I made a new discovery though. On my new head, the cygar is fully removable. I would advise no one intentionally trying to remove it. But if you're one of those people who doesn't care about the cygar head anyway, could someone try just to see? Just a light tug should do it, no force at all. As far as I can tell there's a specific slot where it goes in, so I can probably just glue it if it bothers me, but it's weird and it makes me nervous now.

It's not supposed to be removable, it's supposed to be glued in.

Dead Metal wrote:It's not supposed to be removable, it's supposed to be glued in.

My luck is gottam amazing.

Maybe I'll just make a bunch of extra cygars, and replace them whenever it's lost instead gluing this one in. It could just be more of a mess if I glue it in.

Vicalliose wrote:Maybe I'll just make a bunch of extra cygars, and replace them whenever it's lost instead gluing this one in. It could just be more of a mess if I glue it in.

You've got to be kidding. Just glue the damn thing in.

Flux Convoy wrote:You've got to be kidding. Just glue the damn thing in.

You're right. I just hope I don't end up smearing the stuff on his face or it'll defeat the whole reason I got a second one.

Vicalliose wrote:

Flux Convoy wrote:You've got to be kidding. Just glue the damn thing in.

You're right. I just hope I don't end up smearing the stuff on his face or it'll defeat the whole reason I got a second one.

If you're not confident, don't risk it. I would send another e-mail (with pictures).

Treetop Maximus wrote:

Vicalliose wrote:

Flux Convoy wrote:You've got to be kidding. Just glue the damn thing in.

You're right. I just hope I don't end up smearing the stuff on his face or it'll defeat the whole reason I got a second one.

If you're not confident, don't risk it. I would send another e-mail (with pictures).

Seriously?
For Fs sake, all it takes is a tiny little bit of super glue on the end of the cygar and bob's your uncle.

Also, next time buy this directly from iGear, it's cheaper, and it's easier getting a replacement from them.

I can't believe what a huge deal this is, the set originally cost 13 USD including shipping, it was even insured shipping. For those 13 dollars you got two fully painted heads, a plastic box container that fits in Kup's alt-mode and then they even included a screw driver all that for 13 dollars including shipping.
Why people decided to buy from a different, more expensive source is beyond me.

Sorry if I sound like a dick, but this actually does annoy me to no end.

Don't place glue directly onto the head. Dab it onto a paper first, dip the cigar in the drop you made and then put the cigar in the mouth. Have a paper towel ready to remove any excess.

Hell, use your old one as a test if you like.

I've heard the unglued cigar is pretty common for the Kup head ... first time I've heard it described as a flaw with the head. Actually, until now, I hadn't known some of the heads came in glued.

Or just leave it unglued.