A Few Customer Support Success Stories

Since starting this blog last Friday I've seen lots of complaints about Webkinz customer service, mostly in comments on other blog posts, 10 of which I've collected here. (I'll update the list as I find them.)

I've also seen a few success stories. On January 8th Jackie left a comment at our Success Stories post:

"I called 800-724-5902 and actually got a human and both of my kids webkinz are now working. They had to reset their accounts but the tech said that their old code would be usable again tomorrow so now they will have two pets online and gave a bunch of money to replace what was lost."

My friend Mopsy first posted a complaint in a comment on my other blog on January 8th that they couldn't enter a room. She wasn't happy with the online help. Then, on January 9th she posted a positive update:

"I was very happy at how they answered the phone instantly, helped me right away, and fixed it right away. The whole call took less than two minutes."

She called the Ganz 800 number which, according to the info I have, is 1-800-724-5902.

So, there are 2 success stories.

Then there's Ian's "almost success story" he mentioned in a comment:

"I got a response through their trouble ticket system, which claimed that they had fixed the problem ... but my daughter tried it this afternoon around 4 pm ET, and still no go."

Close, but no Kinzcash.

Note to Webkinz: Contact Typepad for Customer Support Ideas

Ganz was simply unprepared for the popularity of Webkinz, online and off. Handling product shortages is probably an easier fix than managing network limitations and customer service shortages. Those last areas will make or break Webkinz. Here are my completely amateur suggestions:

1) Obviously more technical infrastructure is needed, including a more secure site on the backend.
(For some techie talk about the Webkinz site see this post and comments at Chen's blog.)

2) Webkinz, get in touch with the support people at Typepad. (My other blogging platform.) Typepad has two excellent means of support for their product:
*an extensive and useful help database
*an excellent Help Ticket system

Every question I've had with Typepad has been answered through these two options. The Help Ticket system has a stellar response time. Not only are the responses timely, they are helpful.

from a Ganz Director: Missing Objects Are Still There

Though not a recent development, it show that Ganz does contact people and try to resolve issues. In October 2007 this Webkinzmom.com post relays a Ganz director told her:

” …All members must use the customer service tools that we have created. But I do have a message for you about items “lost” when dropped into the dock, and missing charms: they are all still on your account. We are currently working on fixing both issues, and when they are fixed all of the items will reappear on your account.”

It seems the fix is contingent on contacting customer support - no small feat these days. And what are those customer service tools?

Contact Webkinz

Here's the compilation of ways to contact Webkinz: (Let us know how it works out for you.)

1) On webkinz.com it says to log in to Webkinz World and go to the Contact Us section of the Newz. (The site was down while during this post, so I don't have further instructions. In fairness to them, it is 2:23 am CST and kids should be in bed now.)

2) Webkinz Customer Service number: 1-866-932-5469. These are the instructions you'll currently hear:

• Send an e-mail to support@webkinz.com
• The number won't accept voicemail.
  
• Enter your service code if you have it. (I think you get this after you e-mail them.)

If you wait a minute after the recording stops, you'll hear the Mailbox for the Help Desk" recording with instructions to:

• Leave your first name and phone number. A service representative will call you back.
• If you've left a message w/in the past 24-48 hours, don't leave another one.
  
• Office hours are M-F, 9am - 5pm EST.
  

3) Contact info for Ganz, the parent company, is: 1-800-724-5902 or customerservice@ganz.com.

4) Here's the WHOIS info listed on the Ganz.com domain registration:

Registrant: Ganz
Leo Campione
1 Pearce Rd
Woodbridge, Ontario L4L-3t2, Canada
+1.905851661
112833@whois.gkg.net

5) Per a post on complaints.com, Professional Marketing is the PR agency for Ganz. (They have their work cut out for them.) Their phone number is 616.949.9104.

I used the "solutions" label for this post hoping that one day theses numbers will be the solution to getting help with your Webkinz.

Succes Stories & Helpful Hints

Lest this blog be all negative, here's the spot to share some positive things like:

1) A satisfactory experience with Webkinz customer service. Please include specifics to help others.

2) Tips to make Webkinz run better. For example, some of the Webkinzmomz.com crew recommended only filling your rooms 3/4 full of items.

Either leave a comment at the end of this post or leave a link to your own blog via Mr. Linky.