Looks like you got an automatic reply but from Hot Wheels. Just like we got a back order notice from them. It's not that they don't care it's that they likely get hundreds of emails every day from someone complaining about exclusive availability.
I highly doubt they care either way. They made a product, it sold out, their site glitched and allowed too many sales, and they issued refunds. It’s a win-win for them. never assume the intelligence of customer service. The person answering you likely “doesn’t know what a he-man is”.
They chose the wrong macro, they have probably setup variations for each line. Helpdesks work that way, that similar requests get a standard response, because it takes much time to write everyone the same text, if not using macros.
Also you may get an automated response but there is still someone that is going to read your email. With the volume of similar emails I'm sure they got over the weekend I would be very surprised if we didn't hear about it at some point.
Dude it’s probably someone responding to a ton of emails. Beyond that it’s not the “decision maker” either. I am sure they got the message whether it makes a difference I don’t know.
That's a good point. The customer service people can't get toys made, and the people that work Mattel Creations can't even to that. They'd have to go to who ever is involved in manufacturing and tell them that there is more demand and that may still have to go through the MC chain of command the the manufacturing chain of command and maybe even Mattel HQ.
At this point, the best bet is probably to drop $50 on eBay and call it done. The seller isn't making a fortune that way since it cost them $25 and will take $10 to ship and there's a 15% selling fee.
Hah, while I agree that they didn't bother to read the email, in their [moderate] defense, they have been dealing with angry Hot Wheels/RLC fans for years now. It was entirely an auto pilot maneuver. As for a response, politely point out that they failed to properly read your original email with their response.
All I can hope is that they can see that there is demand for this figure and that they might think it's a good idea to give it another release. Either by retail or by MC. Most of the people who ordered from MC the first time would be blocked if they ordered the max amount, so it would give people who missed it a better chance. But we'll see. And there's no way i'm ever using that coupon they gave me because next time it would just slow things down again. No thanks.
I don't hate this idea but the logistics of it are less than desirable. I think a good way to go would be an online exclusive maybe with the other He-Man hair.
Well, maybe they can. Once a customer has reached their purchase limit, the site has been able to block secondary orders when it comes to RLC orders. At least during the same sale. Reopening the sale with a second batch may be the hiccup. And I have been stung by their inability to maintain the system's selectivity before. The very first sale they put on with this new system was for the Red Line Club. It went amazingly well. Bots were stopped, people were happy, sales went extremely smooth. Still sold out quick but most everyone felt satisfied that they had a fair chance at the feeding frenzy. The next sale they put on, fell on its face. Why? Because the new system still recognized purchases for the first sale as being in the same order cycle for the new car. A lot of us ordered and within minutes had our orders cancelled for, "violating terms of ordering" or whatever they called it. Worse, all of our orders were immediately canceled and cycled back into the ordering inventory so that others bought the cars that were canceled for us by the system. So, I agree, it sounds like the best idea, selectively allowing more orders for a new batch to make sure new people got in an order. But I also agree that I have no doubt that they would mess it up like that blue Mustang. And I really wanted that Mustang too. Made to order, that's what needs to happen. Set a known preorder window, let people order one, five of whatever their credit card will clear, build what is ordered rounded up to the next highest product quota. Sell the extras on Creations for the hindsighters. They do that with the RLC too. No reason it can't be done.
The problem with an online exclusive would be everyone would be gang banging to get that too and another disaster could happen again. At least their system already auto-detects how many figures you've bought from your account and address and cancels the order if you've gone over. That would help if a round 2 of Wun-Dar happened because the people who got shafted and missed out the first time would have a chance to get him and the people who didn't get the max could get more if they liked. The people that already got 3 would have to sit this one out. But who knows WTF they'll do, if anything.
The flaw in Mattel's anyone can join for free means that everyone can set up multiple accounts and easily work around a membership order limited window. They can use different accounts, cards and addresses to just send their orders to local friends and family members. So, I still stand by the set window of a preorder and made to order. Something they already utilize at least twice a year with the RLC.
Oh i'd much prefer a set window too but they aren't set up that way yet, if they ever will be. The Mondo He-Man pre-order day was great because it gave me a chance to decide if I even wanted the damn thing (I did) without having to race through checkout as fast as possible. Only thing that could be a drawback to that is if it somehow increased the price of the figure by a vast amount. But I don't even know if it would.
But they are. RLC has had two or three made to order sales in the last twelve months. They can do it. They choose not to do it. Hell, they even did it a few years ago with the SDCC exclusive Mega Construx Battle Bones set. In that case, everyone ordered well ahead of the show during a set window of opportunity to everyone with Internet access to their site. Then emails were sent out confirming the orders. [I can't recall if there was a purchase limit but I think I ordered three.] When the show happened, people had to physically attend and go to the Mattel booth, present their proof of purchase email and... not receive their set. Because those were mailed out in between late October and December. So, they let everyone preorder, then forced folks to waste time, effort and money to go to the show just to show them a proof of purchase and then still mailed out the sets well after July. There was absolutely no reason to make SDCC attendance a mandatory part of the ordering process. But they did. And obviously canceled all those orders made by people who wanted the set but didn't attend after the show in sometime in August. I would have happily purchased the three sets I wanted and built two of them with the third to keep in box. Instead, I paid [ironically] three times as much for one set and got it in January. It was a made to order preorder system in its clearest form. Albeit with one very expensive and unnecessary step. And after the sale, they still claimed they couldn't do a preorder system, made to order. As we have discussed creating a false sense of urgency in limited quantities just pushes sales better.
You’re probably right with this. If you go made to order there is no real need for the fan to buy more than 1 or 2 because there is no scarcity to overcompensate for. That means you only sell 1-2 to the fans who really want it, maybe a few more from resellers. but make it a fixed production with max order quantities of 3-5, that fixed amount could be higher than the total order you get from the made to order crowd and the fixed/limited volume of the finite production inspires not only the fans but more resellers to swoop in and buy them all. If that’s the case, hypothetically made to order only generated 8,000 units but you can sell 15,000 units making it a fixed production run, than the current model is the better model for Mattel (not fans).
And if they make a second batch of an unknown quantity, those will sell out too because, "gosh, they sold out last time... better not delay this time." Or, "well, they bought them for $50 a piece last time, probably $75 this time."
Oh cool, I only collect MOTU stuff from them so I had no idea. Welp, then I don't see why they wouldn't other than they just don't don't want to.
