Customer Service FYI

Thread originally posted on the Aeclectic Tarot Forum on 19 Jun 2003, and now archived in the Forum Library.

dolphinprincess	19 Jun 2003
this is just and fyi post... i've noticed several posts on the forum from people who purchased decks brand new but were either missing cards or had damaged cards. Most publishers are very willing to remedy this and send replacements. I recently purchased something published by Thorsons/Element UK. I emailed them regarding the 3 cards and they forwarded me to their US distributor: National Book Network. They would not replace the cards and asked me to go back to the place of purchase. Yes, I could easily do this.. but since Customer Service is often a big reason we shop at certain places - I thought I'd mention it for reference. Llwellyn, on the other hand, sent me replacement cards for a deck within a week!

Khatruman	19 Jun 2003
That is most disturbing to hear, and I would even suggest being more assertive in this regard and requesting that they fulfill this obligation. Missing cards most assuredly mean the problem was in the manufacturing. If they are the manufacturer, they hold some obligation to remedy the situation. I had a different problem with customer service regarding a purchase through half.com. I found the Ancestral Tarot listed for less than $8. There was a feedback message from a potential buyer on the page, asking if this included both the book and the deck. The company responded that both the 240 page book and the "beautiful deck of cards" were included. When it arrived, only the book was shipped. I wrote them back and was told that their response was a mistake. They said I could get a refund or a percentage off what I paid for the mistake. I disagreed and asserted that since the advertisement for the product promised both, that I was entitled to receive both at the original price. They conceded and sent the deck. If you phrase it to them in a professional manner, that cards missing from the deck obviously mean there was a manufacturing problem, which is their responsibility, and that any respectable company should be willing to remedy such a situation, that it is standard customer service, you may get them to "change their mind". Most companies would rather remedy the situation than get into a bickering match.

dolphinprincess	19 Jun 2003
Thanks! I think I may try that.... I had actually read your earlier post on the Ancestral Path tarot. Good for you! I have found MANY things listed under the wrong ISBN on that site and am always nervous of purchasing even with the good price! Jill

Menmay	19 Jun 2003
Thats great to know my best freind is thinking about getting an other deck or oracle. Thanks for sharing ^__^

Bings	20 Jun 2003
I have one deck that was damaged during the printing of the deck. Some of the cards (18 to be exact) have this funky smudge across them. You can even line up the cards and see how the smudge lines up perfectly from card to card to card. It's not a smudge that is on the cards. The ink is actually smudged. All the way across the cards, half inch smudge. I have called Llewellyn about this and they will not send me replacement cards. I was really surprised by this because so many people on here seem to have such good luck with the customer service at Llewellyn. But I was told flat out to take the deck back where I purchaced it. I even told them I would send them the damaged cards FIRST so they could see them. Nope, they would not help. :-( Dianne

Astraea	20 Jun 2003
Bings, you might consider contacting someone else at Llewellyn. I have always had very quick and courteous customer service from them, and I hope that your unfortunate experience is an aberration, and not evidence of some new company policy. You might telephone Llewellyn and ask to speak with a supervisor, if the ordinary support channels are blocked.

Khatruman	20 Jun 2003
Quote: Originally posted by Astraea You might telephone Llewellyn and ask to speak with a supervisor, if the ordinary support channels are blocked. This is wonderful advice, for any customer service problem on anything. Ask for a supervisor. Regular employees are usually given a script, with no power of choice, where a supervisor can have the power of decision.

raeanne	20 Jun 2003
Hi all, When I bought The Secret Tarot by Jane Lyle, one of the cards was missing. I don't remember exactly which one, but it was one of the Kings I think (or maybe a Knight). Anyway, I contacted the publisher and they did not want to stand behind their product at all. I was told to return it to the store I purchased it from. The store was going out of business so I was out of luck! I finally did get a new copy of this deck. It's nice to hear that some people have good results by contacting the publisher but I am also relieved to know that I'm not the only one who has been told to return it to the store. Perhaps I should have been more persistant!

Astraea	20 Jun 2003
A company I've found to be consistently unhelpful is St. Martin's Press. Several of their decks have had missing cards, and in each case it has required multiple phone calls to obtain replacements. I have also had bad customer service from Weiser and AG Mueller -- but the squeaky wheel gets the grease, and if you keep calling they will eventually help you. At the other end of the spectrum, the most responsive companies I've dealt with for customer service are US Games, Llewellyn, and Monolith Graphics. Nowadays, decks cost so much that it pays to be persistent when a card (or an entire deck) is blurry, misprinted or missing -- a person can't afford to "eat" the loss, and returning the deck to the store is not always an option (especially if the deck was purchased on-line).

Bings	21 Jun 2003
I have to add that I am very happy to hear that most people have very good service from Llewellyn. That my experience with them is not normal. I'm going to give it another try on Monday (my third attempt) and ask to speak to a superviser. This is one of my favorite decks. I love doing readings with it, but the smudges are very distracting. I can't afford to replace the deck and the store I purchased it from is 600 miles away and I no longer have the receipt. When I was first told to contact Llewellyn about the cards I was thrilled to hear that they might help, and then so dissappointed when they wouldn't. So I will call again and be more persistant. If they still won't help I guess then this smudged deck is just meant to be mine. Dianne

Astraea	21 Jun 2003
Hi, Bings. In case this page isn't bookmarked or printed out, here's a link to Llewellyn's contact information: http://www.llewellyn.com/history/contact.php The customer service person I have found most helpful is Bobbi. If this will be the third time you have had to contact Llewellyn, you might have already spoken with or e-mailed her, and if so I am disappointed in her. Hopefully, by calling 1-800-The Moon and asking to speak with a supervisor, you will meet with success in your next attempt to have the deck replaced!

The Customer Service FYI thread was originally posted on 19 Jun 2003 in the Talking Tarot board, and is now archived in the Forum Library. Read the active threads in Talking Tarot, or read more archived threads.