This week ‘The Witcher 3: Wild Hunt’ was released, with over 1.5 million pre-orders! I pre-ordered mine through a favorite site – GreenManGaming. The main reason I love GreenManGaming? They offer a better pre-order discount than GoG.com, Steam, and other sources. There was an issue getting keys on time, but how GreenManGaming handled it made me even more loyal!
Here is the basic deal – the game was supposed to unlock at midnight on May 19th, and before that emails were sent to customers that should have contained license keys for GoG.com for the game. Like many users, I got a blank email, and in my account next to the game was the note “No keys associated with this game.”
No big deal, I thought – I’ll just grab the code in the morning and let the game download during the day. Well, that didn’t happen either. In fact it was on that evening of the 19th when I finally got my code and was able to download the game. So rather than playing at midnight on the 19th, I was able to start the game by 10PM that same day.
For normal people that is no big deal – but looking on the various forums you would think that GreenManGaming had stolen money from their bank accounts! To say there was an uproar doesn’t cover things – but the next day the company sent out an email to all customers who bought ‘The Witcher 3: Wild Hunt’ offering up an apology – AND a 40% off coupon.
Here is the GreenManGaming Apology Letter
“We are writing to say sorry.
Recently you purchased a copy of The Witcher 3 from us and we acknowledge that we didn’t deliver the service you expect from us on this occasion, which we take full responsibility for.
We’d like to assure you that following this launch we are reviewing our processes and systems to make sure that we fully deliver the standard of service you expect and deserve from us in the future.
To say sorry for any inconvenience we may have caused, please find refer to the voucher below that will give you 40% off your next purchase with us.
We sincerely hope to welcome you back to Green Man Gaming soon, with our promise that we have listened to your feedback and comments, and are working to make your shopping experience with us the very best it can be.”
And this isn’t a ‘use it today’ thing – it is good for the next THREE MONTHS, no restrictions on sale or other items, with only exclusive ‘VIP’ titles exempt from the deal (which is very little impact).
In other words, they took a massive over-reaction (typical of the internet) and instead of the eye-roll I gave when reading the forums, they took it to heart and made good with their customers! Good for them.
For me this was a great example of customer service. What examples do YOU have of great customer service recently?
Head to GreenManGaming and check out their sales and other deals on PC games – and know that they will take care of any issues you have!