[stomachmonkey]

No excuse for poor customer support.

Last week got an email from someone who bought one of our games for her kids b-day. 50 mile roundtrip to her local Walmart.

Kid opens it up and instead of finding the game disc he finds one of those clear plastic "discs" that you find at the start of a stack.

So she had to do another 50 mile roundtrip to get it exchanged.

The manufacturing issue was not our fault and there is no way for us to be aware of it until the customer complains plus she did get it exchanged.

But still, she was out 100 miles worth of gas and time and aggravation plus the kid was naturally bummed.

Yesterday I sent her a care package with a promotional t-shirt for the game, a mouse pad and a $20 strategy guide.

We lost money on that customer but we did not lose that customer.

She will buy our products again.

Sometimes companies lose sight of the lifetime value of their customers.