Over the last few months there have been loads of posts and such on social media sites about Mantic and there customer services slipping in quality.
So with this in mind I got in touch with Mr Ronnie Renton to ask him what had been going on.
Hi Ronnie it seems recently that customer care has slipped slightly. Now you have already gone on record with a public apology, but what’s happened, has there been a huge quality control problem at the manufacturers or is it simply the volume of units being sold has gone beserk?
We have had a couple of problems on the delivery side as well as a few issues with the manufacturer. With the random nature of each order it wasn’t one obvious problem that we could plan or prepare for, rather we would get about 80% of each project but the following 20% would be late, which messed things up.
Secondly the problem with Deadzone was that it was massive 5000 backers, but each order was totally different which amounted to over 6000 individual mail orders in effect, add some set up errors we made and the software not really built for the size of the Deadzone project and 3 shipments for each order and that turned into a huge challenge to get finished. We have learnt a lot since then and so are looking at both Kings of War and Dungeon Sage earlier.
There will be some errors, but I expect these to be a fraction of the previous number of errors.
What is Mantic doing to miniamise such errors in future projects.
An easier base pledge, with less choice. These are bigger bundles that are all the same, like quest packs, not lots of individual figures. We are also implementing better checking and line set up at the begining will all help.
Also we are looking at a ticketing solution so we can get on top off any problem quicker if anything does go wrong.
Cheers for your time Ronnie and I can confirm my missing parts all turned up the day after this chat, so it seems that they are catching up with the problem.
Hopefully with these problems being brought under control we will see a much smoother release for Dungeon Saga and Kings of War this year.
The real test will be over easter as Dreadball Extreme gets released.