So I am not sure where to post this but I have tried everything else and it appears that CMON customer service no longer cares about customer service.
So a brief explanation. I backed the Marvel Zombies product on Kickstarter. I backed for everything they had in the campaign which is a fairly large pledge. As soon as the pledge manager opened, I went to backerkit and completed my pledge. The only thing I did not get was the extra Hydra troops because they did not come with extra cards to be able to use them. So I completed my pledge because I did not want to be one of those folks that wait till the last minute.
Shortly after, CMON decide to add cards to that addon making it actually much more useful. So I went back to adjust my pledge to add it. To my surprise, eventhough the pledge manager was still open, I could not adjust my pledge. So I went to the Kickstarter campaign and I was told that was normal, I had to contact backerkit. I contacted Backerkit who responded that I had to contact CMON support which I did. After waiting and requesting an update, I did not get a response from CMON for almost two months. When I finally got a response, I was told, sorry that is our policy. I asked to escalate the issue and was told that there was no reason to escalate because the policy is set. I have asked to speak to a manager and was told no. I have tried through Kickstarter, Facebook, Instagram, and received no support or response.
I have backed numerous projects over many years and have been a loyal customer since Zombicide was released. I have spent thousands of dollars supporting CMON and to know that they do not return that support or loyalty and that my voice does not even matter is beyond frustrating.
I am not sure anyone will even read or respond to this or if CMON even monitors these forums, but if the lack of concern for their customers is this blatant, this will probably be the last campaign I back. If it wasn't for the fact of the outrageous fee to cancel I would probably request a refund, which is a sign of how upset I am due to the fact that I own every Zombicide product and Marvel is my favorite IP.
I hope everyone else never has to deal with this kind of service, and I hope everyone else has had a great experience with CMON and I am just the exception.
Doug
So a brief explanation. I backed the Marvel Zombies product on Kickstarter. I backed for everything they had in the campaign which is a fairly large pledge. As soon as the pledge manager opened, I went to backerkit and completed my pledge. The only thing I did not get was the extra Hydra troops because they did not come with extra cards to be able to use them. So I completed my pledge because I did not want to be one of those folks that wait till the last minute.
Shortly after, CMON decide to add cards to that addon making it actually much more useful. So I went back to adjust my pledge to add it. To my surprise, eventhough the pledge manager was still open, I could not adjust my pledge. So I went to the Kickstarter campaign and I was told that was normal, I had to contact backerkit. I contacted Backerkit who responded that I had to contact CMON support which I did. After waiting and requesting an update, I did not get a response from CMON for almost two months. When I finally got a response, I was told, sorry that is our policy. I asked to escalate the issue and was told that there was no reason to escalate because the policy is set. I have asked to speak to a manager and was told no. I have tried through Kickstarter, Facebook, Instagram, and received no support or response.
I have backed numerous projects over many years and have been a loyal customer since Zombicide was released. I have spent thousands of dollars supporting CMON and to know that they do not return that support or loyalty and that my voice does not even matter is beyond frustrating.
I am not sure anyone will even read or respond to this or if CMON even monitors these forums, but if the lack of concern for their customers is this blatant, this will probably be the last campaign I back. If it wasn't for the fact of the outrageous fee to cancel I would probably request a refund, which is a sign of how upset I am due to the fact that I own every Zombicide product and Marvel is my favorite IP.
I hope everyone else never has to deal with this kind of service, and I hope everyone else has had a great experience with CMON and I am just the exception.
Doug
