shmups.system11.org

On shmup.com ( Best French speaking shmup site you'll ever find ! (read my articles !) ), we got report that one of our member has received a mail saying his pre-order (done and paid MONTHS ago...) has eventually been rejected, just one day after our member had sent a mail to Hucast complaining (in a polite way as far as I know...) about their quite strange way to deal with their customers...
Indeed, in Europe we had received mail saturday saying that Europe -you know, that thing around Germany, where the game is developped...- would be the last* to get the game shipped (is that proper English ? 'scuse me if it's not ) and that it was no use complaining or asking wathever before the 15th of July.

* : A piece of information which today seems to be wrong anyway 'cause I just got a mail saying that shipping for Europe is due tomorrow...

This sounds to me like a really serious team...

(OMG : this post will probably mean death for MY OWN PRE-ORDER !!! )

I'm indeedly serious about this.

Here's my response email to this customer after he asked me why I rejected his order.

This is not how a successful business is run.

Just sayin'.

Just saw the new post on the blog... though small and cropped, the image of the artwork looks good. I look forward to receiving and playing this.

why should he allow people who are dis-respecting him to get the game? it is just rude and if he can't send out an email for every order they should just be fine with it. only question I have is how is the the game being shipped to the USA since DHL is not in business anymore.

Cancelling paid preorders due to these reasons isn't good publicity for your shop RHE...
But it's your shop and thus your decision to make of course.

I assume the customer did get his money back?

RHE- It's interesting that you tell him he shouldn't take it personally. Perhaps you should take your own advice, judging by the way you handled it.

So tomorrow it is , i cant wait !

Here are my final statments on this subject.



To allow peole to abuse me and do damage to my shop is not better either. Sometimes I get customers that get crazy abut irrelevent issues, I have bad expierence with customers like this and to protect my shop I quit negotiating with them.

I had a french customer having a shop in Japan, and he's a kind person and was always polite to me until the day I made a very small mistake. He asked for tracking and I forgot about this. Then at once he got crazy and was lilke if I try to rip him off. Now there are many ways to handle this and I have my decision.

This of course sometimes is a double edged sword.



I send him a paypal refund, but he yet has to accept it.



Of course I shouldn't take it personal, but I try to be eye on eye with my customers, which isn't possible anymore in the moment they abuse me.

Received the game today and played the first two levels.

I totaly suck at "Last Hope" and other "memorizer-games" like
R-Type.

Dux on the other side seems to me like a mix between a
memorizer-shmup and a bullet-hell-shmup. You can earn a
lot of extra-lives and players like me need every single one .

The graphics are o.k./ good, but not great. Some people may
have problems with the "screaming colors". The sound reminds
me of shmups on the C64 or the Amiga from the 80´s / 90´s.

Of course I have to spent more time with this game - my first
impressions may change. But at the moment I would say that love,
a lot of work and ... a lot of time have been invested in this
game.

So - that´s for now - I am curious about other opinions to this
game.


Jochen.



P.S. : How often does it happen that germany is the first country who
get´s a new releasend shmup.

zomg torrent plz

Keep up the good work, ladies!

Now popcorn... where's my popcorn...

The game is a german production the developers are from and in germany

Guys, come on. Why are we getting all bent out of shape over a flash based shmup anyway? If you put money down to buy this shmup that's independently owned, then you put your money in the hands of that independent person. If that one person decides only to do business with upstanding citizens who won't object to any of their business methods, be it through mis-understanding or not, then they themselves decided that they can let their profits suffer.

So if Mr. RHE here feels that his game can rake in enough cash to have harsh approval methods, then so be it. I applaud you RHE for sticking to your morals. Fuck rude people.

best customer support ever, not even Comcast can top it

no soup for you!!

Mr. RHE sounds good.

Don't be mean to RHE or he won't let you play with his toys

Indeed.

RHE- I know you said you were done with the topic, but allow me to give a little advice.

When you have a company that works through mail order, you have to deal with all sorts of people. Some will be polite and patient, and some won't. If you want to run a business, you'll have to deal with both at some point, and how you deal with them, is what will create your reputation. Can you imagine what Amazon and other such mail order companies have to deal with? They must get rude complaints daily. But the key to coming through everything with a good rep is simple... act professional, even when those around you aren't.

Just because a customer acts rude, doesn't mean you get carte blanche to do as you see fit. You're concerned about what damage one e-mail could do, well what kind of damage do you think your actions are causing? I'd be willing to bet that the negative impact from your canceling his preorder over his comments, is going to be larger than what his e-mail amounted to... especially when you tell him not to take it personally, yet it seems very likely that that's exactly how you're taking it.

The sign of a true professional is stay a professional when dealing with troublesome customers. Rather than acting out and canceling orders on the fly, simply tell them, "If you're not happy with our service, you can request an order cancellation and get the game from another vendor." Leave customer to make up their mind. Don't make it up for them because you didn't like their tone. That's a really good way to build up a bad reputation as a business faster than just about anything else.



Edit: From "carblange" to "carte blanche".

Sorry, but I can't help myself. It's "carte blanche", or "free reign to do whatever you want". Though a fairly good phonetic try.

Bill

It's his company and he should do as he wishes. Some companies will bend over backwards to help the dullest and most ungracious customers. Some will not tolerate disrespect. If RHE believes he has the luxury to ignore annoying customers, then more power to him. Some fashion designers are already purported to act in this fair manner.

I also agree with Shmups4Free. I know that in any role, I despise rudeness; an eye for an eye actually gives me more respect for the developer than if he had just backed down and taken unwarranted criticism.

Bear in mind at this point that all you'vee got to go on is RHE's own comments. There's no actual proof that the guy whose order he cancelled *was* being rude.

Quite frankly, given the rest of this debacle - plus the arrogance and rudeness of that response - there's plenty to suggest that the fault lies elsewhere.

Classy, RHE. When did pre-orders start, back in August 2008? Seems to me the guy asked a simple question, it doesn't seem like he meant to be snide. With all the delays, he figures it shouldn't be too difficult for you guys to send out some small e-mails. You then get your panties all in a bunch over it.

So it's ok for you to do this? Maybe it's ok if some people cancel their pre-orders for the delays then, too...

Yeah, true enough.

I tried looking up all manner of spellings, and that one never showed up in any of my attempts



Ganelon- Being professional in the face of rudeness is not backing down. It's not a fist fight. Protecting your business by not going with your own knee-jerk reaction that could come back to bite you in the ass (as is being seen here), while allowing the customer to paint themselves as being unreasonable and prickish, is going to be better way to get a good reputation as a business.

RHE wouldn't have been offering the guy a free copy. He'd had been saying, "Don't like our service? Then feel free to cancel your order". Not sure how that's backing down.

And as far as I know, he wasn't rude at all : he just pointed out that, after waiting nearly a year without any mail from Hucast, and having paid for the game, receiving a mail last week saying that there was no need to complain before the 15th of July seemed a quite strange way to make business...
Maybe this mail displeased RHE, but IMO it didn't sound rude.
Seriously, we've paid months ago to support the game, nobody never complained about the delays or the lack of direct information and here the buyer is the one who's wrong ?!?

As some have said, RHE is free to run his shop as he wants, but having an internet selling shop (is that English ?) let the customers think that the "normal" rules are gonna be applied (confirmation, "mass mailing", etc...).

But still : I can't wait for my copy of the game !!! (which is after all the main issue : the game !)