@riskbreaker: Pretty much. I'm not sure why he didn't go there in the first place, seeing as placing orders with manufacturers to get RMA numbers and whatnot generally takes a long time compared to a quick exchange at a store.

Poisonous Taoist

One question: How did Bradshaw talk to Herman? I mean what kind of message did he leave for Ben?

²And what message do I receive on my machine? Thanks for being a little bit polite." Well, this indicates that Ben is pissed. Looks like Chris was acting harsh and received a harsh answer.

Chris if you read this please go to Best Buy where you bought the damn thing and let them give you your money back.
Or complain to them! Show them the glitch! Show them the proof that SNK had an exchange program and use Best Buy to speak to SNK!

Garo

So what really happened with the Card Fighter deal? Those people who purchase defective copies still out there are out of luck now? Are there confirmed corrected copies still available anywhere?

Grave

SNK USA has always been a really, *really* small-time outfit. Which is just friggin' sad, SNK deserves better.

cornunderscore2x

ECCB time!! Woah wait, he did one better by using a phone and it got him no where?! Oh no what do we do?!

ban_hammer

i've corresponded w/ Ben Herman many times before when SNK was setting up shop in New Jersey a few years ago. he's a nice guy. kid should be taking his issue up w/ Best Buy, not SNK.

riskbreaker

"I didn't specify which game because I didn't think it mattered..."

This is probably a combination of faults of both parties. Chris has a broken game and would like to replace it, but did not explain which game was defective. It's like going around asking for help, but you don't know what you need help with.

Ben could have definitely answered Chris's voice mail with a little more concern and class. But again SNK isn't very big, but with a small staff you think it would be easier to hold customer service to a higher standard.

exkon

Hahahaha! Let's hear what Gilgamesh said first before we judge.

Rob

I believe the exchange program ended June 20, 2007.

[www.snkplaymoreusa.com]

But none the less, I can sympathize with Ben Herman as I doubt Chris used "kind" words.

Gummyworm

Blame the retailer, yeah, thats the way to go..

negativexer0

'dats gonna take some 'splainin to not look like he was a collossal dick.

ryanfrost

what... an... ashole..lol

SpuddOner

This is Kotaku. Our bloggers have probably said worse than you have, Gilgamesh! So, please, share with us what you said in your message to Herman. :D

BPMε

Hahaha, that guy's awesome!

Detha

The card fighters game got replaced. When I got mine from Best Buy it was the fixed version. You can tell since the cart's graphic is in black and white while the bugged version it's in color.

Odds are the nimrod bought the fixed version but was too idiotic to determine it by a simple google search.

Yetanotheruninspiredscreename

As long as they keep making awesome games, they can pride themselves on EATING certain customers for all I care, as long as I continue to play great games and aren't next in line for the stew pot.

superbus

Bloody hell, just take the friggin' games back. Card Fighters had a fatal bug, it got recalled and replaced, a little searching on the internet would have saved him all that time and whatnot.

People these days.

KirbySS

I am shocked that this has not been crossposted to the Consumerist.

Valhawk

Backlash time!

Sabre_Justice: Okay, no more long name.

I agree, both parties faults.
I know if I was the president of some company and I arrive to work one day with some kid crying about an unknown product he bought made by my company has broken, I'd be all like double yoo tee eff mate???

Although, Herman could have handled it better, as in using a few more professional comments instead of making his own company look like douches.

Y2Jason

[i2.photobucket.com]

liqideos

Also, check out this video to get a good look at this douche.

[video.google.com]

and check the source link for a sound click of the actual message.

DimmuJed2

Does it really matter what the customer said? You are the PRESIDENT of a company, any and everything you say represents your company.

After reading this I don't want anything to do with SNK.

Imagine if you walked into a store, and a store manager told you that quote 'We don't pride ourselves in customer service. Or where you've sent an email or what you've done, I don't care at this point.'

I'd be uber pissed. This is unacceptable behavior for anyone to have to their employees, let alone their customers.

Who wants to start a SNK USA President Ben Herman should resign petition?

DimmuJed2

@akashhhhh: Granted, KOF XI came out a long while back, but the US PS2 release was just at the end of last year. It's pretty damn awesome game as well. High res sprites won't matter if the core gameplay's not good, but I think they've still got it.

Grave

When was the last time SNK put out a decent game?

Why does that company even exist? Oh, KOF12? Oh, right...fuck.

akashhhhh

It wouldn't be the greatest thing to pick up your kid and come back from a vacay only to have your machine blow up on you.

But kudos to the guy for sticking with it.

Fyren

the replacement program, and the glitch, was only the biggest talk of the nerd interweb when it was relevant. at least, of the tube sector that even knows what SNK is.

you'd think that the owner of a site for the chun-li perverse would have been more aware of such things.

mercatfat

I see nothing wrong with his response. How often do Presidents, of any company for that matter, even bother to respond to voice messages by random customers?

The customer is not always right. In fact I bet anyone who has ever worked in retail can tell you customers will most often times ask some very stupid questions that could have been answered after 2 minutes of research on the internet.

@marlblank: Gotta agree with you there about the seeking out internet fame. This matter could have been solved privately. Herman even said they would do an exchange for the Card Fighters game. So 'Gilgmesh' should've stated that was the game with the glitch instead of assuming otherwise.

UmeShoryu

Wow, what a douche... not the president of SNK mind you...but Gilgamesh.

SNK isn't exactly a corporate behemoth over here, in fact we're pretty lucky to get what we do in the US from SNK Playmore, who have done an excellent job in continuing to bring over games since the O.G. SNK ship sunk.

Sure, the customer service doesn't look amazing at this point, but the message that was left obviously wasn't very friendly. How big of a douche to you have to be to blow up a corporate office with phone calls over a DS game? Seriously, how much time was wasted over this calling their offices or sending them emails... couple hours? I can understand the frustration, but doing something like emailing every address you come across and calling every extension number in their directory is a dick move over a $20 game.

hakael

@DimmuJed2:
"Does it really matter what the customer said?" Of course it does! After all he is a human. You say it's ok to act the way you like if you are a customer but if a company rep reacts to you harsh behaviour it is not ok. Hypocrisy FTW!

Garo

@DimmuJed2:

Did you READ the whole conversation?
How would you feel if you were a president of a company, and someone just called you to say that their product is defective, they couldn't be arsed to go to a store or even look up the issue on internet for that matter.

It still matters what the customer said, since they are all human. The president has a family and a private life too. It must be joyous to find a message (rude or not) from someone looking for internet fame on your answering machine.

I'm trying really hard to spare judgement on this 'Gilgamesh', but for now I can't really say that SNK gave a wrong answer. There is only one side of the story posted, and shock oh shock, it's the side where Gilgamesh is in his right.

To say that you don't want anything to do with a company because of this is ignorant at best, sorry.

marlblank

@DimmuJed2: I think you (and possibly Gilgamesh) are the kind of self-important customer that no business would be too worried to lose.

The lack of nuance in your opinion and your apparent love of the taste of Canned Outrage (TM) suggests you don't have an enormous amount of discretionary income anyway.

BTW - I say this having spent five years as the head of a customer service department.

When resolution is largely at the discretion of the company, manners will get you a long way, and a pissant attitude will often get you zilch.

73mike

@hakael: Hehe you're absolutely right. If people are willing to waste that much time annoying a small company like SNK imagine the lengths people would go to harass Microsoft or Nintendo.

Well it's nice to know both MS and Ninty doesn't care their customers either and will continue to wipe clean any custom art/autographs signed on your 360 when you send it in for repairs; or not bother with improving the online experience and choose to stick with archaic friend codes. (I like to refer to it as ICQ numbers, which is so 1999).

UmeShoryu

I would have to say both parties are at fault here. One thing, especially something a president of a company should know, is never make the company look bad. I have experience in customer service, and haven't been told to let the customer believe they are right, but not to them feel they are wrong either, if that makes any sense. Also, the way you deal with them is a reflection of the company. If someone is rude you are suppose to handle it professionally and not sink to their level. It's not always easy to do though.
At the same time, I've never attempted to contact the maker of a game if I have an issue with it. My first thought would be to speak with the retailer. You're more likely to get a faster response. The whole issue seems blown out of proportion to me, lending credit to the internet fame theory.
And you can't just yell at people, or leave rude voice mails, or whatever and except sympathy, especially if, of all people, you are leaving it for the president of a company. I'm shocked he even responded and offered to help to be honest.
I remember, a few years back, I was playing The Bouncer and for some reason or another, it completely deleted everything from my PS2 memory card, rendering it useless. I didn't call Sony and complain, I didn't call Squaresoft and complain. I went out and bought a new memory card.

rogueslayer0

@UmeShoryu: Customers usually realise how stupid they are twenty seconds after they ask a question (whether it's visual or mental) and the whole process is a waste of time. The problem is most people don't understand what they are complaining about. Once they understand the situation they tend to take more positive steps towards solving the problem.

el_rezzo

I contacted SNK once. It was back in the NES days. My friend and I had rented the game Iron Tank. In the manual, a two-player game was mentioned. We couldn't figure out how to start a two-player game, so I called the 1-800 SNK tip line that was in the manual. The person that answered told me that there wasn't a 2-player game in Iron Tank, the manual was wrong, misprinted.

Damn.

Oh, and I used to work in retail. The customer is NOT always right. The customer is often rude, unreasonable, and a liar.

Eltigro

All round doesn't sound very pleasant. For a president who would assume that kind of message would get sent around to leave that kind of message Chris must have left a pretty pissed off message.

el_rezzo

Does no-one think this could just be a language barrier type thing?

The transcript reads very much to me like english isn't this guy's first language, which could explain a lot.

Wilfmadbloke

@DimmuJed2: He may not have been polite but he did say to call him and he'd do his best to resolve the problem. That's a pretty big offer from an exec. We'd need to know what was said to him to get the whole picture.

Ajh

I can't say I can sympathize with this Gilgamesh fellow one bit, this guy is obviously not new to this internet thing considering how, on the link to the forum, has over one thousand posts and been a member there since 2005.

And in the current world of "Just google it", It never occurred to him ONCE to google his problem? Instead he was more willing to jump through rings and wade through red tape.

Sure, Ben Herman did sound a bit irritated at the end of the voice message, but there's nowhere knowing what provoked that kind of response unless we hear what did Gilgamesh say on his end.

Xurreal

In my experience, and from the clues left here to rummage through...it's always the people who speak the loudest and cause the most trouble who are just being dicks about a situation that could be handled on another level.

I work for local gov't and there's always so many people in the public we talk to who seriously have bad problems and are as nice as can be when you help them. On the other hand some people who have a little problem that can be fixed with little to no effort (or there is no problem) always threaten to call the mayor and the local news agencies. I hate those fucking douchebags. Gilgamesh sounds like one o them douches.

WordMan

SNK jut showed us that they are human too, I'm willing to give them a break on this one.

Cruithne

I have a lot to say on this, but I'm on my phone now and don't want to write a long ass post only to lose it due to some browser glitch.

Hopefully the article won't be buried by the time I get to a PC.

It really does matter what message was left for Ben, but if I had to guess, it'd be that it was a seething growly message with a threatening tone, that keeps up the pretense of politeness, but gets closer and closer to exploding towards the end. Probably with something along the lines of "I'm trying to be reasonable but I've called you X times and emailed you X times and I'm at the end of my rope!" and chances are the customer waited maybe a couple hours for an email response, if they really emailed at all, or emailed the right address.at all.

This type of message (plus carpet-bombing) usually goes hand in hand with someone who made no effort to resolve their own issue and/or expects someone to bend the rules for them.

I've had experience with these kind messages in past jobs.

Whew! That was my "short" message. lol

Billkwando

I second Arstal. Buy SNKP JPN games. They love their customers.

As far as the Gilgamesh vs. Ben Herman thing, as a long time fan of SNKP, Ben Herman is better than the Barrons, but not by much.

Despite what words Gilgamesh left on his machine, Ben Herman should as a company president whose company caters to niche gamers NEVER say 'We don't pride ourselves in customer service.' That's a sure fire way to lose dedicated fans.

I will give a shout out to them however for replacing my Card Fighters after the exchange program had ended. It puts me in a 'I'll buy stuff that doesn't come out in Japan at all' mode.

Metal Slug Anthology (ps2) and Samurai Showdown V (xbox) were both garbage and for some reason I STILL own them.

shadowjin

I think it's sad that he's the president of the company, and he basically calls it "that card fighter game."

creid - is not New to Kotaku

This Ben Herman douchebag is begging for his phone number to be posted online somewhere.

KaneRobot

If you can import, never buy SNK USA. The games are almost always screwed up in translation. KOFXI is the exception- get the imports for other stuff.

SNK USA is horrid. Ben Herman has a long history of being a douche, so he gets ZERO benefit of the doubt from me. The issue isn't so much that Ben Herman's a douche though, it's that SNK Japan doesn't give a crap about the US market at all- they have a mentality that's stuck in the early 90s still- the days of the NES/early SNES.

Seriously, if you go to the SNK fan forums in the US, check Cyberfanatix not the SNK corporate site, they'll say the same thing.

arstal

Heh... Ben should have left a message back saying "What are you five? Google that shit man."

That way if he(Gilgamesh) DID post it to the internet, he(Ben) could just be like "I did not say that. I do not speak that way." and Gilgamesh would just look dumb.

MrTroy

@arstal: What are you talking about? What problems were there in KOF2006? NGBC? In fact I'm pretty sure NGBC loads quicker in the US version.

There were a lot troublesome ports in the past but lately they've had their act together.

And aside from the fact that the imports cost more, not everyone wants to set up their PS2 to run import games. It isn't worth it for phantom problems.

taidan19

I'm rather appalled at Mr. Herman's apparent rudeness, regardless of circumstance.

Last I checked, video gaming, like most (if not all) other markets is consumer-driven. Which means that without customers, the market will go belly-up.

Hearing such remarks from Mr. Herman as, "We don't pride ourselves in customer service," would be inflammatory to practically any type of customer, not just a gamer. Evidently Mr. Herman slept through his class in professional communication techniques.

It's understandable that if Mr. Herman had received a rude message, he'd likely be upset. However, as a company executive, his actions serve as foremost representation of the entire company. Regardless of whether SNK's exchange program had ended, a defective product is still a defective product, and a warranty is a warranty. SNK should have recalled the defective games in addition to offering the replacement program if they cared at all about their business. What's implied here is SNK saying, "We don't need you," to a customer. It's not a comforting feeling to be at the mercy of a company when it's the customer who ultimately furnishes the paychecks of that company.

jmsalal

@shadowjin: Ok, coupled with what I was saying before, let me address the difference between SNK then and SNK now.

Say what you want about the Barones, (the family that ran SNK before Aruze and the whole buyout debacle) they did care about customer service.

They had the "tip line" for the Game Lord (Chad Okada, who now works for Sony on and off and runs [www.gamelord.org] in his spare time). Chad was (and still is) awesome. Back before the internet, if you needed to know secret moves for Kuroko in SSII, you called the SNK and you'd speak to Chad and he'd read you the moves off of a secret move list printed in Japanese. I shit you not.

If Chad was not available (he did a lot of location testing) then Bonnie Lais, the secretary, would give him the message and have him call you back. Now Bonnie was awesome in her own right. Bonnie knew about the games (they had a Neo Geo library there that employees could check out games from and take home) and she would chat with you about which games were fun and which ones were hard to find now.

Hell, I have Bonnie to thank that I own Viewpoint on cart. I called in one day to talk to Chad and I happened to mention to her that I'd recently picked up some Neo Geo games at the pawnshop for $30. I mentioned that they had Viewpoint and a couple other games that I didn't buy. Bonnie was like, "Do you already own Viewpoint?". I was like "No". Then she said the funniest thing. Bonnie said, "You need to get back to the pawnshop and buy that game! WE can't even get Viewpoint here. We can only check it out from the library, and people are paying $300 for it, used!"

Needless to say, I went and bought it, and called Bonnie back to thank her.

Another awesome thing about Bonnie is that when you called the first time, she's take down your name and address, and in a week or two, you'd get a black and gold folder in the mail. The folder would have a gold-embossed Neo Geo logo on it, and it would be packed with arcade flyers, stickers, game catalogs, and a personal letter from Bonnie thanking you for your interest in SNK, with a comment or reference to the conversation. In my case I'd mentioned to her being impatient waiting for some game or another, and in her letter she admonished "Work on your patience. It could get you in trouble one day! :)"

Bonnie and Chad were both awesomne people who really cared about their customers.

Even after Bonnie and Chad moved on, Alicia Barone (the president's daughter) did the best she could to try to continue the tradition of SNK being awesome. Heck when Dion Dakis (the legendary Neo Geo Bootlegger/Scammer) was going around forums saying that he was selling the "Official Irritating Maze Home Cart" with "Certificate of Authenticity" I called Alicia and told her, and she went as far as posting on both my forum (at the time) and Dion's stating that his carts were in no way official, that they did NOT issue any certificates, and that all he did was buy their old leftover stock, which in no way made him an official dealer (he of course deleted her post and banned her from the forum). More here on that:
[members.fortunecity.com] (Warning: It's in Gui-Longese)
[www.the-nextlevel.com]

All this is to say that if the Barones excelled in one thing, it was customer service.

Herman should know better. Most president would hand the issue off to someone lower and then just check back to make sure it was resolved, or take into account that the person was overreacting. Again, he is human, and we don't know what the original message said, but coming from a customer service background and working with CEOs in the past, Herman's is not the typical response. Most CEOs tend to behave more like Bill Gates did (or Steve Jobs is known to do) when that guy emailed him about his broken 360.

Again, Gilgamesh was probably being a dick, and probably doesn't deserve any extra consideration, but know how things end up on the internet, it could've been handled better.

To be fair to Ben, if you'd called Chad Okada back in the day and started acting like a dick to him, he'd probably tell you to cram it up your ass sideways too. It really does depend on the original message. (see my previous post)

Still as someone said, when you're a nich market you have to treat your customers well.

Billkwando

@Billkwando: If you read the link, it seems like he's been at this at least a month.

"At this point I concluded the entire shipment at Best Buy was most likely defective so I decided to follow the warrenty information in the game manual and contact SNK Playmore USA's sales department. Two weeks passed, and I never got a response. I sent another e-mail, two weeks passed again, and no response. Then I sent an e-mail to every address on their goddamn website, and still no response.

At that point I decided to call their Customer Service number, which is also provided with the warrenty information in the manual. Naturally, I called during normal business hours, but still got a machine. I left my name and contact info, and a week later STILL had not heard back from them.

At that point I was getting pretty pissed off. Last Thursday, I called the number again, and still got the machine. But instead of leaving a message, I listened to the directory of extensions and dialed every number on it, hoping to get in touch with ANY living soul."

And that was his second copy, he exchanged the first one at Best Buy.

statnut

Gilgamesh and Cammyfan had a pathetic little flamewar about 5 years ago when Cammyfan called Chun Li a whore and Gilgamesh couldn't handle that, flaming him and his favorite character back in return.

Failures like Gilgamesh don't deserve quality customer service. =)

kammfboy

How much did the game cost? $30 at the most? I'm sorry but it's not worth my time or energy to be calling and harassing an entire company for hours, if not days or months, over what amounts to not even a tank of gas. If one call, email, or trip to the store doesn't fix it, then I move on and make wiser purchasing decisions next time.

Lixie

Gil is a friend of mine, so...

One of the real questions is why the defective carts were never recalled? It's been a year, you'd think they'd be pulled from the shelves by now.

And keep in mind he was trying to get a response through normal channels for over a month before.

Oh, and Stefan is a dick.

Paul Soth

@Billkwando:
I meant "niche".

@statnut: I meant to say (if I didn't) that a certain type of customer would *usually* leave this kind of message. I wasn't meaing to say that Gil didn't do everything he was supposed to in this case.

Also, now that've listened to the message, Ben does sound like a bit of a dick, and furthermore, he kinda sounds like the kind of guy that would call every extension and leave a nasty message as well.....so maybe he relates! j/k

Billkwando

This duder Bradshaw went out of his way to be a dick. I applaud him for that. I mean he would have returned the game to ANY retail store and recieved the same product back (albeit the new version without the flaw cause he waited so long). But instead he went out for street justice. That my friends is freaking awesome.

He should have called Bill Gates though. Bill would have bought him a new DS and a new game just so he wouldnt have to hear his crap. Bill doesnt even care he if he's associated with SNK or not, He'd do it cause well, he's Bill.

Derigor

Extension 202

neoraul20

@Paul Soth:

Were you also a member of the Maiden Masher/NiteTek/CCA forum back in 2003? That's when everything escalated, iirc.

kammfboy

@Paul Soth:

I wonder why they weren't recalled as well. I'm guessing they were sitting, lost, in some Best Buy warehouse. That does happen.

@Billkwando: That has to be my longest Kotaku message ever. Sorry I got all DV8god on you guys, but I couldn't resist.

Billkwando

Wow, lol thats crazy. He contacted the SNK president? lol thats too funny. The guy could've been more friendly to the customer in need. Even if he should have gone about it a different way.

mindf1ow

Personally I find it refreshing to have a company not bend over backwards and let the customer have its way with you.

Don't get me wrong, I think there should be a certain level of customer service. But when yelling starts or threats starts I think company's should take a hard line with customers like that. How do I know he threatened? its evident in the message, it looks like 'Gilgamesh' threatened to refute charges on his credit card.

Contacting the president of a company should be the last resort after nothing else worked. From what I can see, he never tried to exchange the game in store. I think Mr. Herman is well within his rights to be snarky after some punk assed kid left a threatening message on his voice mail. I know I would have probably would have left something similar.

blackswordca

@Billkwando:
Eh, I was wrong on that point, but I still stand behind my statement

blackswordca

@blackswordca: I tested the game on my cousin's DS, just to make sure the problem wasn't with my system. The same glitch happened. I returned the game to Best Buy and exchanged it for a new copy, and ten hours of playing later, the same glitch appeared.

Reading is fundamental. :P

Billkwando

its weird that SNK doesn't have an obvious customer service phone line, but that's about the only problem I see here.

somesthetic

All that for a game that he probably only paid 10 bucks tops for. I got my copy in december for $4. Plus I got mine replaced with no hassle from Snk.

ratix240sx

@blackswordca: That's cool cos I basically said the same thing in different words (albeit from both sides).

Billkwando

@somesthetic: That is the most apt summary of this situation yet.

That's exactly why he had to jump through those firey hoops to get help. :D

Billkwando

Why would you call a game company about a defective game? That's like trying to get nVidia to replace your video card.

What an idiot.

He spelled warranty wrong too.

eblack

Poor guy... he just got back for a 4-day weekend, only to find work that needs to be done.

I really feel for him.

Sbudda

"ever" not *every*

Billkwando

I wanna call Ben's office and ask if Samurai Shodown II is every coming out on XBLA, but knowing my luck he'd probably cancel the release out of spite! ;)

Billkwando

Hey, that Ben Hermann guy is alright. Maybe I should buy more SNK games.

kajillion

Uh okay, so dude buys a defective game a year late and sends angry messages to every email address/phone number he can find, even going as far as to yell at the president of the company. President responds that SNK doesn't have a large customer service department using unfortunate engrish, then offers to help resolve the issue anyway. Internet procedes to gang up on the president.

Great.

bonnebonne

Unfortunate.. I wouldn't want to be on the guy's place.
But I've been. To the point of having to contact the press to publish a note about a certain company not delivering some stuff I bought 3 months ago.

I'm not gonna bash Herman here, and I'm glad that he admitted he has a problem with costumer service... but if so, JUST FIX IT.

People who never had experiences like these will never know how stressful they can be.

C'mon, this is no nameless brand name company, it's freaking SNK. Giving some lame ass excuse that the office is small, I had to go pick my daughter on a 4 day trip, and stuff like that won't work.

Either do something about the costumer service, or expect no sympathy.

Gilgamesh did the right thing, and I hope others follow the example. We only have to deal with sh*tty costumer support because people won't complain accordingly in cases likes these.

Bokusatsu_Tenshi

@bonnebonne: You didn't listen to the message did you? He's American lol.

Billkwando

"Stupidity all around" gets my vote.

As has been said, The Customer is quite often stupid, tactless and rude. Those of us who have had to DEAL with such people for awhile will often SAY the customer is right and make nice... simply because it's the most efficient way to get Mr. PITA out of our faces.

It doesn't sound as if Mr. President hasn't worked as a CSR in quite some time, if ever, but I wonder what he was thinking when he put such a "quotable" message on record.

Bad PR for both parties, IMHO.

Silverrain

@Silverrain: ...And yeah, bad PR for me too, because that came out a bit more harsh than I intended it. Replace "quite often" with "occasionally". Most of the people I deal with daily are nice and reasonable and just want their problem solved.

Silverrain

I'm glad Ben replied the way he did. That pathetic excuse for a webcomic author was not a bit considerate or polite.

loligasm

@Bokusatsu_Tenshi: Actually, in the US, it pretty much is a no-name brand company. Probably why he doesn't seem to give two shits about customer service.

CommentatorHatman

Interesting I just saw a bunch of copies of SNK vs Capcom Card Fighter for DS at my local Best Buy... Perhaps Best Buy did not participate in the recall?

Gam3r

If you read one of the credits backwards, you'll find that the Samurai Shodown 4 team has a lot of respect for you all (SNK OF AMERICA)

[zanyvgquotes.com]

*Warning link to actual arcade screen shot,no BS, beat the game foryourself and see it*

Ikaru

It seems like there's only one half of the story here, or at least it's twisted into the favor of one side.

Really, a defective game doesn't necessarily give you the right to troll a company and harass people until you get a proper response. Especially when a normal person would've just taken it back to the store and gotten a replacement, which is significantly less of a hassle than directly dealing with a company.

SolCross

I work about 2 offices down from the SNK Playmore USA Corperate office in NJ, and we are in kind a strip-mall office type get up so judging by the size of the office where I work at, and considering our office is the biggest on the office strip, their office must be minuscule. So when you think of SNK USA Corperate office, don't think it's a giant complex. That being said I literally see maybe one or 2 people working there a day so obviously they have enough their hands doing localizations, never mind doing call backs after call backs.

Was that the most polite response i ever heard? no. But there is a reason Chris omitted his original message. Most likely because he was impolite as well and probably impolite to the people he had reached before he got ahold of the president, Don't be an ass to the people who are there to help you. It will only make it longer for them call you back or give you less help then they can.

Lnk64

hmmm...

you know i was pretty sceptical over this, as the lack of real information about both parties.

While it is the fault of Ben for leaving a message that is probably not the best, the reply from CEO bloke was just as poor.

But when SNK goes to point of posting something akind to "shooting the messenger" on their forum about Kotaku:
[www.snk-capcom.com]
Especially with the types of comments such as:

"wow kotaku has always been shitty"

it's not something i can say reflects positively on their reputation.... :rolleyes:

Onizuka-GTO