Call Me, Call Me, Anytime (via email)

Saturday, August 20, 2005 | 4:32 pm

The Major's opinions on customer service brought back memories of the many lively chats that took place when discussing moving the Fan Clubs/magazines to an "internet only" customer service model. A difficult transition for many older Trek subscribers (especially the surprisingly large number whose accomodations were provided by the State Penal system), but I think it was a wise choice for The Company at the time as cost reductions were needed (especially obvious in hindsight!), and supporting their customer service resources was never a priority. He never really liked to concentrate on the tedious bits.

Well, in a coup for that transition, it seems the "internet only" model plan has now been fully executed. All phone services (incoming and outgoing) to The Company have been turned off.

As an aside on phones, I arrived at The Company in 1999 as a Technical Writer, and my role was handling all facets of the rules for Star Wars CCG. My customer-facing email address was jediknight@, and my extension was 1138. On enquiring about the phone number, I could never work out if it was accidental, or a deliberate Star Wars-ism.

7 Comments:

At 20/8/05 11:48 pm, Blogger Major Rakal said...

Well, in a coup for that transition, it seems the "internet only" model plan has now been fully executed.

Looks that way. Too bad the websites are only semi-functional at best.

 
At 23/8/05 9:51 am, Blogger GiromiDe said...

No kidding. To Boldly Go has been spoiled in full at GenCon and the card list has yet to be started. Sad. Sad. Sad.

 
At 23/8/05 4:34 pm, Blogger TheGirard said...

Wow...I'm glad everyone has all the information about everything.

You should definitely share the design ideas behind Mines of Moria and the Watcher in the Water.

 
At 27/8/05 2:57 pm, Blogger thisismarcus said...

Didn't you sign a non-disclosure agreement when you started working there? I know I did.

 
At 30/8/05 12:33 pm, Blogger Aussie-Askew said...

Your NDA does not cover pubicly available information, such as that publicized to subscribers of their magazines. Did you really think I didn't consider this?

Next point of discussion: sarcasm, is it really lost on Yanks?

 
At 30/8/05 2:56 pm, Blogger thisismarcus said...

Personally, "cost reductions were needed" and "supporting customer service resources was never a priority" goes beyond what I would say but I guess we each draw the line where we are comfortable.

Obviously this is a sensitive subject - no offence to anyone's feelings is intended and I know you get that - but I don't get what the continued vibe of bitterness on blogs is supposed to achieve, esp. now almost all lay-offees have found new work. I don't mean to single you out... I guess I'm more comfortable leaving this kind of comment on a friend's site than elsewhere. I honestly didn't know if NDAs were standard when you joined, which was years before I did. Glad to hear you know your ass is covered!

BTW if your not on myway anymore then yesterday I sent an e-mail (totally unrelated) into the ether, never to be seen again...

 
At 1/9/05 7:47 pm, Blogger Aussie-Askew said...

Now lets not confuse observational irony with bitterness! I think I've covered this elsewhere, but to think that I am bitter is definitely not accurate. But having seen a number of other companies run somewhat professionally, it is very hard not to draw comparisons, or at least toss out observations. Additionally, that is what binds us all together - so it is an obvious and completely normal conversation topic.

And great for repartee!

If I had to describe it as an emotion, it would be sadness. A gentle, somewhat thoughtful sadness that something which, at its core was about pleasure, was pissed away mostly through, in my opinion, mismanagement. And no NDA can protect you from your employee's opinion.

As for myway.com, mostly dead. You live two blocks away - you should call/drop-by/text. Plenty of options.

 

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