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Kings of War is the 2-player fantasy miniatures game where epic armies clash on tabletop!
Kings of War is the 2-player fantasy miniatures game where epic armies clash on tabletop!
Kings of War is the 2-player fantasy miniatures game where epic armies clash on tabletop!
2,747 backers pledged $366,547 to help bring this project to life.

Important Customer Service Update

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As Ronnie mentioned in his blog post, I am pleased to announce we are setting up a new message system to raise our level of customer support, ensuring you get the level of service you expect, and deserve.

The new system will allow us to better manage your questions and you’ll be able to check how we are progressing with your query. To enable this, every query opened will get a ticket number to help you check on it, and our customer service staff can provide updates for your ticket – so no need to keep sending emails anymore to chase us up. We will use the new system to replace the current email contact form and missing items forms, consolidating them in one place.

We need a short period of time to change over to the new system, and will be turning off the old contact form and missing items forms today (Wed 27th Jan). The new system will go live on Monday 1st February, and there will be an update to let you know when this happens. If you have any new missing items or queries you need to report, please wait until the 1st February to report this on the new system.

Some important points!

  • If you have already submitted a missing items form – we have it! Please do not submit another one using the new system. We are constantly working through the missing items forms and will continue to do so until they are all complete.

  • If you have emails waiting to be answered – we will do so! We will continue to work through the queue and make sure we get back to you all.

The new system will also have a support FAQ area which we will update continuously, building up a great resource. Your query might be answered without having to open a ticket in the first place :)

So great new for us and, more importantly, you, our customers. This is all part of our ongoing work to continuously improve the service we provide, and I want to thank you all for being patient with the team and myself as we make these big changes.

Many thanks,

Zak – Customer Experience Manager

Comments

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    1. Missing avatar

      Will Pike on May 2, 2016

      Still waiting on stuff. Still out of pocket due to Mantic incorrectly completing shipping documents, which meant I had to pay excess duty. Very, very poor.

    2. James Jimbo Burrell DBA ACPGames on March 7, 2016

      March 7th, still no abysall mega army. What's going on with this system?

    3. Missing avatar

      Donals on March 2, 2016

      What's happening with this new system I submitted a missing items form on the 25th jan regarding my missing forces of nature mega army and have heard absolutely nothing.

    4. Missing avatar

      Marcus Bennett on February 29, 2016

      Still awaiting my hard copy rule books, only have the PDFs and its March

    5. Missing avatar

      Jerry Autieri
      Superbacker
      on February 12, 2016

      Where is this new system? The old system directs me back here! I received none of my pledge beyond the books. This was supposed to be ready two weeks ago and I still don't have a way to report my loss.

      How can I get a refund? This is insane. I'll never back another Mantic product again. Not even sure I'll BUY another product from Mantic again.

    6. Ady Baker on February 8, 2016

      I am going to be honest i have lost all faith in mantic now i as so excited to be part of kow kickstarter but to be repeatedly fobbed of being told that your items are in the post we are looking into this for you, and then after me asking no more than 6 times for a refund i get an email addressed to someone called BOB!!!! saying he can have a refund. and now i have someone else emailing me telling me they are looking into it for me then i receive an email about this ticketing system. basicly it looks to me like they are just going to keep doing this. i have therefore decide to look into other avenues to get my money back. i had hoped it would not come to it but i have been left with little choice. i am putting this exacte same message on kickstarter , facebook, via email and on the contact us form on the mantic website in the vain hope someone might look at it see how upsetting and stressful there actions or should i say unactions are to me. i hold little hope so in seven days for this date i shall be looking into making a claim via a small claims court.

      regards
      Adrian "Ady" Baker

    7. Brian Kelly on February 4, 2016

      Of course, all my stuff could arrive in the mail *today* the second I ask about it. I'm one happy K-Starter guy! :D

    8. Brian Kelly on February 3, 2016

      Will existing (open) cases be moved into your new system? I received an email (about missing items) on Jan 13th so I'm just curious to see if there is a way to check if they've been mailed yet. Just looking for an update :).

    9. Josh Wilson on January 28, 2016

      I wonder if this means I can finally get my shit after waiting 6 months and constantly getting faffed about with.

    10. Corset on January 27, 2016

      Glad to see yiur coming up with a better email and messaging system

    11. Matt Gilbert on January 27, 2016

      It's a ticketing system and means everything funnels into one place which means it's all easier to track and manage and as a customer you can see if the ticket has progressed.

    12. jstenzel
      Superbacker
      on January 27, 2016

      Thank you for the update Zak.

      Do Wave 1 items that were "out of stock" require a missing items form to be filled out?

    13. Waaaagh 4ever on January 27, 2016

      I don't really see how a new message system will help making sure that the right packs go to the right person, but at least it will increase the response rate from the team dealing with the orders. The next KS is very likely to be affected by what happened for DS and KoW. That s a shame: Mantic does good and affordable products but fails where GW succeeds: a reliable customer service (so far). I wish all the best to Mantic, I don't taking part in their next KS.