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Response

from: Corporate Info (corporateinfo@wizards.com)
to: John Robey (thegneech@gmail.com)
date: Apr 20, 2007 4:22 PM
subject: RE: Hurt by the Cancellation of Dragon / Dungeon Magazines

Dear John,

Thank you for your email.

I know that you might not believe us, having made this decision but we
are disappointed too...that the physical magazines can no longer be
produced. But we feel that this will be the best way to continue to
provide the content our fans need and want.

We hope that you will give this transition a change before making a
finial judgment.

I have forwarded your email to the brand manager for D&D, so he reads
your disappointment and feedback.

Best regards,
Pat
Corporate Information

***

from: John Robey (thegneech@gmail.com)
to: Corporate Info (corporateinfo@wizards.com)
date: Apr 20, 2007 4:29 PM
subject: Re: Hurt by the Cancellation of Dragon / Dungeon Magazines

I'm sorry, I don't see how that can be true. Producing them cost you
nothing. It -gave- you money in the form of license fees from Paizo.

Nevertheless, thank you for your response.

-The Gneech

*** EDIT

Hi John,
I really can't say a lot, but you really can't think that they "cost us
nothing"? Or that they cost Paizo nothing? That's just not really
thinking about how business works.

Really we do understand how upset people are, and I'm not trying to make
you more upset, but please understand we didn't just "do" this because
we felt like it.

Thank you for emailing back, I appreciate it very much.

Pat

***

I'm sure they cost Paizo plenty! I'm just as sure that their loss will
cost Paizo even more. However, my impression has been that the process
of running the magazines was handed over to them precisely to minimize
the cost to Wizards while still producing the magazine. I certainly
don't claim to know the ins and outs of your business, but beyond
having someone review and approve the content, I thought the whole
purpose of giving it to Paizo in the first place was so they could
operate on smaller margins and remain profitable. That was certainly
how the deal was described when Paizo first started producing the
magazines. Hence, my confusion.

I'm not trying to be belligerent; I'm sure you're not exactly having a
wonderful day yourself.

-The Gneech

Comments

( 11 comments — Leave a comment )
camstone
Apr. 20th, 2007 09:10 pm (UTC)
...the physical magazines can no longer be produced.

Oh, I've hardly ever shoveled worse smelling crap than that!!!

I call "SHINANIGANS!"

Someone is up to something... and it still stinks!
(Didn't read the magazines... but I do know corporate BS when I see it.)
rhanlav
Apr. 20th, 2007 09:52 pm (UTC)
Shinanigans!?!

*gets his pitchfork and torch to help chase WotC out of town*

--Salen
jedi_iwakura
Apr. 20th, 2007 10:20 pm (UTC)
SHENNANIGANZZZZZZZZZZZ!

**whips out her wiffle bat** That is indeed some BS of the corporate stench.
mammallamadevil
Apr. 20th, 2007 10:06 pm (UTC)
sounds like Pat doesn't know about business...
and also skipped debate class. You are a customer. You do NOT confront a customer, even a belligerent one, in such a manner. You can find better ways of explaining yourself. Just so I'm clear on this, Paizo was doing the fulfillment and product printing?

MLD
jedi_iwakura
Apr. 20th, 2007 10:23 pm (UTC)
Re: sounds like Pat doesn't know about business...
You beat me to it. Rule number one of customer service, to cover your own hide, do not reply to a customer in this manner!

I think more letters are in order.
hantamouse
Apr. 21st, 2007 02:14 am (UTC)
Re: sounds like Pat doesn't know about business...
Meep? Its the slick, professional, CYA, soothing, marketing and legal approved non-answers that offend me far more than this ever could. Pat has proven [himself/herself] a Real Human Person, something rare and valuable in the corporate world.
mammallamadevil
Apr. 21st, 2007 02:21 am (UTC)
Re: sounds like Pat doesn't know about business...
good point---at least he/she's taken the time to give a non-rote answer. Still, having spent over a decade doing this line of work, I feel that you can give a customer an honest non-rote answer in an non-confrontational manner.

MLD
kesh
Apr. 21st, 2007 06:09 pm (UTC)
Re: sounds like Pat doesn't know about business...
Not always. There are times where one simply has to be blunt with a customer to get the point across. I've had instances in my customer service days where being polite simply made things worse, and being blunt actually got the customer to understand & de-escalated the problem.

Of course, there's a fine line between blunt and rude. That's why most of the time its best to err on the side of politeness, even if the customer is being belligerent and not comprehending what you're explaining.
laurie_robey
Apr. 21st, 2007 02:44 am (UTC)
Re: sounds like Pat doesn't know about business...
Paizo paid WotC a licensing fee for the right to create, publish, and sell the magazines. When Paizo took over the production, it was explained that they could operate on a much smaller margin than WotC could (WotC is now owned by Hasbro), hence enabling them to actually make a profit. But these magazines have benefits to the gaming market that don't show up in the magazine's bottom line. They're a direct line to the customers, pretty much. How valuable is that as far as advertising goes?
nekomimikun
Apr. 21st, 2007 01:27 am (UTC)
When I first heard about this, I wasn't that surprised. Print media is going through a huge bust right now. Physical print magazines are hemorrhaging readers and cannot sustain themselves anymore financially, and are starting to move online, or just shut down completely out of sheer redundancy because of the millions of websites that are replacing them in content and popularity. This is probably especially true for a niche magazine. Not saying you don't have a point, but I think this is just a blip on a major trend that's going on right now.
oceansedge
May. 3rd, 2007 02:08 pm (UTC)
( 11 comments — Leave a comment )

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