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Put on Your Big Boy Hat and Wait It Out': Email Exchange Reveals Horrible Customer Service by Marketing Firm


"Grow up you look like a complete child bro."

Online gift-giving can often come with the need to call or email customer service representatives.  The Penny Archade (via GeekOSystem) -- a videogaming-related online comic by Mike Krahulik and Jerry Holkins that includes news and commentary -- reports a recent email conversation sent to them from a reader of a shocking customer service representative who must have lost his holiday cheer.

The email exchange between Dave and Ocean Marketing over an order for Avenger controllers, a specialized video game controller from N-Control, begins with Dave amicably asking when his controllers would be coming since he had expected them to be under the tree Christmas day.

After some back-and-forth clarification and Dave asking if, since his controllers hadn't shipped, could he get the $10 off promotional deal advertised on the website more recently, Dave received a rather condescending email from Ocean Marketing's representative. Here is one of the emails sent from Dave and Ocean Marketing's response:

From: Dave

To: Ocean Marketing

Dec 26, 2011, at 9:47 AM

I noticed the updated info on the webpage, and I don’t understand why there is absolutely no benefit given to those like me who have already ordered, and paid their money.  You’ve had my money interest free for nearly two months, yet now ANY new order will get $10 off….meaning I should just cancel my order for 2 controllers, get my money back, then re-order.

My other questions is regarding item compatibility.  Ocean Marketing seems to be involved with the Xtendplay controller holder, so I was wondering if the Avenger N-Controller can be used in conjunction with the Xtendplay (for both Xbox and PS3)?  Thanks

From: Ocean Marketing

To: Dave

Dec 26, 2011 10:14 AM

Yes it can be used with xtend play if you remove the stand and no one is allowed to cancel and re order if we catch anyone doing it we will simply just cancel your order all together and you can buy it retail somewhere else.

Things happen in manufacturing if your unhappy you have 7 days from the day your item ships for a refund. You placed a pre order just like any software title the gets a date moved due to the tweaks and bugs not being worked out and GameStop or any other place holds your cash and im sure you don’t complain to activision or epic games so put on your big boy hat and wait it out like everyone else. The benefit is a token of our appreaciation for everyone no one is special including you or any first time buyer . Feel free to cancel we need the units were back ordered 11,000 units so your 2 will be gone fast. Maybe I’ll put them on eBay for 150.00 myself. Have a good day Dan.

After this last email from Ocean Marketing, Dave responds asking that his order be cancelled and saying he would be sending a complaint about poor communication that had " stooped to childish levels, a patronizing attitude, and threats." Dave got a bit heated in this exchange with Ocean Marketing, but here's how the rep responded:

From: Ocean Marketing

To: Dave

Dec 26, 2011 2:19 PM

LOL Thanks for the Free PR I know the Editor N Chief of Kotaku , IGN , Engadget I’ll be meeting them at CES .The noise complaint was for people high up on the food chain in a corporate world of real estate you have no clue about.  Thanks for the Rice Rocket Compliment too love me some motorcycle . Send that over to Engadget you look like a complete moron swearing and sending your customer service complaints to a magazine as if they will post it or even pay attention do you think you’re the first or the last what are they going to do demand us to tell you were your shipment is or ask for a refund on your behalf … Really ... Welcome to the Internet ? [...] Grow up you look like a complete child bro. I Don’t have my controller so im gonna cry to the world … Really ?? Hey take that free time and do something more productive.

In seeing the email exchange, Mike Krahulik co-founder of Penny Exchange got involved saying that if the company had a booth at Pax East, a gamer festival put on by Penny Arcade, he would make sure they weren't welcomed. The email exchange then turns between Krahulik and Ocean Marketing, getting rather heated. The Ocean Marketing representative goes on to say they would "smear" Krahulik and his site.

1UP notes that this is not the first time customers have had issues with Ocean Marketing. It also states that N-Control has yet to release a statement over the PR company it uses for the controller.

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