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Post by keththewizard on Apr 5, 2013 18:51:29 GMT
Hi all. I'm jolt from the Mongoose forums. I did receive a response from Matt (I asked to be refunded the remaining balance of my order):
Hi there,
We are working through Lone Wolf refunds as quick as we can, but it may take a while for us to get to you. We are asking everyone to be patient until we get to them.
Regards,
Matthew
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Post by Black Cat on Apr 5, 2013 21:29:17 GMT
Hi there,
We are working through Lone Wolf refunds as quick as we can, but it may take a while for us to get to you. We are asking everyone to be patient until we get to them.
Regards,
Matthew :PI have a sense of Déjà vu: Some guy: I'm still waiting for my LW books. Matt: Be patient. We got a lot of orders and we are working through them. Some guy: When is the next LW book going to be relased? It has been announced a few months ago. Matt: Be patient. We got problems with the printers but we are slowly working through that. Some guy: When can I get my refund? Matt: Be patient. These things take time and we are working through it. LOL! ;D
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TYA
Kai Lord
Posts: 48
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Post by TYA on Apr 8, 2013 22:51:54 GMT
Hi Jolt/Keth, good to see you make it across. Black Cat - Just when you thought it was safe to go back into the water... I had hoped my days of trying to elicit a response from Mongoose to be a thing of the past. Clearly I'm not out of the woods yet.
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koreth
Kai Lord
The Cener Druids rule all. Accept it.
Posts: 110
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Post by koreth on Apr 10, 2013 11:28:38 GMT
yes. It can't be that hard to get the refund, or respond in a prompt manner.
I'm not happy with Mongoose on this refund issue. Sorry to see that I'm not the only one who has not been responded to.
I'll contact Matt again. I'd hate to think that escalation would be in order.
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Deleted
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Post by Deleted on Apr 10, 2013 12:36:06 GMT
Just set this email to Matt @ Mongoose:
Hi Matt, It's now over a month since I sent you my bank account details regarding this refund and longer than that since the cancellation of the Lone Wolf line came to light. Can you therefore give me an actual date when I'll be receiving a refund. Everyone I've talked to still hasn't got one so how far through them are you - some people I know have surnames beginning with 'B' and 'D' and they haven't had theirs! If you give me an actual reasonable date then I'll know and can wait until then - at the moment it's just "be patient" which would be fine if only a week or two ago but over a month is, I'm sure you'll agree, no longer acceptable. Regards, Richard
I'm sick of waiting now. We've been more than patient. It's over a month ago and should be sorted.
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Deleted
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Post by Deleted on Apr 10, 2013 16:43:56 GMT
Okay, here's the email chain of correspondence I've had from Matt today: 1st QueryHi Matt, It's now over a month since I sent you my bank account details regarding this refund and longer than that since the cancellation of the Lone Wolf line came to light. Can you therefore give me an actual date when I'll be receiving a refund. Everyone I've talked to still hasn't got one so how far through them are you - some people I know have surnames beginning with 'B' and 'D' and they haven't had theirs! If you give me an actual reasonable date then I'll know and can wait until then - at the moment it's just "be patient" which would be fine if only a week or two ago but over a month is, I'm sure you'll agree, no longer acceptable. Regards, Richard Matt's ResponseHi there, I am afraid it is very likely to be over a month - we are making refunds every day but, realistically, it will take us a while to get through everyone. Regards, Matthew My ReplyMatt, Are you working through these in any kind of order? If so, then you know where I fall in that list. If you know how long its taking then you can give me a date, surely? I think based on the fact that this has been ongoing for over a month now already and you're still saying it's likely to be more than a month, customers deserve something a little more solid than what you've put below and there really is no reason why that shouldn't be the case - ie, you know the numbers involved and how long it takes to process one case. I really don't see what the issue is with giving people more detail. You have peoples' money, have known about this for over a month (ie, I sent you my bank details on March 6th), know how many customers are involved, and know how long it takes to refund each case. What's the problem with giving more definite dates? The vagueness of replies is making me suspicious quite frankly. Thanks, Richard Matt's ReplyI can understand that - however, the only reason we are not giving definite dates is because we do not want to make any promises that we cannot keep. I _can_ say that refunds are being made every day, but it is not a quick process, hence the vagueness. However, I can also say that while we have not always been as quick as we like, we have never in 12 years of business cheated anyone. Everyone will get their credit or refund, as they chose. Also, I would point out that, at the end of the day, I am always reachable by email or phone, and we have never been shy about the location of our offices. People know exactly who we are and where we are! Regards, Matthew . . . I've left it at that as the guy is simply ducking the direct questions and answering the ones he wants to. He knows how long a refund takes so based on the list of customers he should easily be able to say at what date it will be that he gets to my name. Also, he conveniently didn't confirm how the list was ordered so we can't ask here if certain people have been refunded to check if things are progressing. I'm thinking of going public with this on RPGnet as when I did last time it was what prompted Matt to confirm the cash refund etc. Up until then his comms had been very vague. It's seems the bloke needs kicking up the arse before he does things! Which is a shame but if it's that what get's us results, then... Thoughts? EDIT: Okay, I've posted this on RPGnet, thread here: forum.rpg.net/showthread.php?677420-Mongoose-Publishing-and-Lone-Wolf-End-of-the-Line/page11I've been more than patient already for over a month so I don't think Mongoose are deserving of any more and Matt's thread here today proves that - crappy platitudes and vague commitments.
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Deleted
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Post by Deleted on Apr 10, 2013 19:11:07 GMT
Genuine question - has anyone here been refunded their Megadeal money*? Who hasn't? It'd help to know that people have been refunded as everyone I know hasn't. * Cash refunds not the store credit.
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Post by Black Cat on Apr 10, 2013 21:03:30 GMT
I fear that they just don't have the money to refund people yet. I have the feeling it was costing them more money to print the books than what they first expected when they relaunched the series back in 2007. When the cost of printing the books got higher, we all noticed that the price they were selling them was raised (IIRC, it was around the time book 13 got out). After that, the rythm of releases slowed down considerably, which made me think that it was because they didn't have enough money to print the books when they were supposed to. I suspect that they were in fact waiting to have enough cash to print them, thanks to money coming from the other lines they were selling.
Now, with the refund, I have the feeling it is the same thing: when they get enough money, they refund one or two guys at the time. For the people who decided to take the store credit, I'm pretty sure it is faster to get a response because Mongoose probably have a large pile of already printed books in the other lines.
EDIT: Ah, I just read Matt's post and it confirms what I was thinking about not having the money to refund everyone at once.
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Post by hawkytom on Apr 14, 2013 12:38:17 GMT
Genuine question - has anyone here been refunded their Megadeal money*? Who hasn't? It'd help to know that people have been refunded as everyone I know hasn't. * Cash refunds not the store credit. Hello, another original mega deal customer checking in here...was also HawkyTom on mongoose's message boards. I still haven't received my refund either. I have received 3 e-mails from msprange on 3 separate occasions where I was basically making sure he hadn't forgot about me. Like others I kept getting the 'be patient' and 'we will get to you eventually'. If they are doing 'refunds everyday' then they must have been making some serious amount of business...I didn't think too many people would fork over $600 for these books...but apparently numerous people did.
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koreth
Kai Lord
The Cener Druids rule all. Accept it.
Posts: 110
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Post by koreth on Apr 15, 2013 3:12:09 GMT
Crap. I feel totally screwed. I knew when the announcement went out that there would be trouble. I do feel that Black Cat is right on the business side of it for Mongoose. We may get our money back about as fast as they've been publishing Lone Wolf books lately. Hope that time drags on and we give up. Is there a better business bureau or similar in the UK ? Not sure it matters, once they go bankrupt, no one wins. I took the Mega Deal to support Lone Wolf. Now a month out from my request for a refund, I'm being told that likely I (we) won't get a refund for possibly years. It would be nice if someone actually would respond saying they got their refund. Would make me feel better. I'm not likely to be able to buy any Manticore LW books until I get a Mongoose cash refund.
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Deleted
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Post by Deleted on Apr 21, 2013 14:28:40 GMT
Matt Sprange promised to refund me the outstanding monies from the Megadeal before the end of this week. Suffice to say, this hasn't happened and I'm still waiting. I've sent a chaser email.
I'm also considering legal action if he doesn't pay up. I can get free representation as I have solicitors who are friends and have said they'll look into it if I need their support. I'm not promising anything but if others want to get in touch then it may be in our interested to take legal steps as one representation - I'll see if they are okay with that.
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Deleted
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Post by Deleted on Apr 22, 2013 17:16:56 GMT
Just to let people know that I received a refund from Mongoose today for £149.50.
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koreth
Kai Lord
The Cener Druids rule all. Accept it.
Posts: 110
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Post by koreth on Apr 24, 2013 3:13:15 GMT
Just to let people know that I received a refund from Mongoose today for £149.50. I'm glad for you. Kind of funny that you threaten legal action and then you get the check the next day. Hilarious. Thank you for posting. It does give some hope for the rest of us.
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Deleted
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Post by Deleted on Apr 25, 2013 20:15:17 GMT
I'm glad for you. Kind of funny that you threaten legal action and then you get the check the next day. Hilarious. Will give Mongoose the benefit of the doubt but what upsets me is that I did have to get nasty as it was taking so long and I don't like being put in that position. Suffice to say, I'll never shop with Mongoose again. Thank you for posting. It does give some hope for the rest of us. That's the main reason I have. This is really frustrating for everyone and I think it's fairly evident that I am the first to get a refund - I see no posts elsewhere from people stating such so can only draw that conclusion. Best of luck to everyone here and please post when you've been refunded. As a community, we really need to know that people are getting their money back and I'm sure Joe Dever will be taking more than a passing interest in this matter.
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Post by shadowraven on Apr 26, 2013 9:21:59 GMT
Random, I can promise you Joe has definitely kept his hand in on all this and was very involved in making sure these things worked out in the fans' favour.
-A
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