How far should a company go...

[Guest]

[sketchqueen]

I'm struggling today with a dilemma.

In the past week or so, I've received lists of cards from at least 3 different people. These lists are extensive - often expensive - requesting that Rittenhouse simply package up these cards and send them to the people, for a variety of reasons (ie, I lost my job, I'm a really good customer, I just started collecting, etc.)

Now, to say that these lists aggravate me isn't an understatement - when I was a new collector, I certainly didn't send lists to companies asking for rare, hard to find, or even the commonest of cards. BUT, I am well aware I need to separate out my personal feelings from my professional self.

The question remains - how far do I go? Obviously, I'm not about to send cards off en masse to every Tom, Dick and Harry that knocks on the door - frankly, and this may seem cold, but we're in business to *sell* cards, not necessarily give them away (which we do frequently, but within set guidelines)

I can do several things within reason - I CAN send them a selection of free promo cards and a "Thank you for you interest letter'. I CAN refer them to a number of dealers that I know carry cheap chase cards I CAN refer them to online bulletin boards where they could find people to trade with.

But, is that enough? What else can I do to satisfy these types of requests. Any input is valuable because right now I'm about to throw something across the room in frustration.

[Sharon]

I am not sure if this will be helpful or popular, but I would be a bit hard on people like this.

Card collecting is a hobby.  Very enjoyable but not essential to daily life.  If someone asked me for food because they were hungry I would help.  If they asked me for a costume card just because they wanted it I wouldn't.  The fact you are a company makes no difference.

You do have some discretion and I know you do give away lovely promos ect (many thanks from my brother  ).  As a customer if I bought one of your boxes that said two costumes guaranteed for example and there were none, I would hope you would help.  Asking for cards because you lost your job is not a good enough reason, in my opinion.  It just means you wait until you get another job.  There are people on this forum that would like more cards but because of their age or work status they have to wait.

At the end of the day I would love a master set of Harry, LOTR etc but I can't afford them.  I work and buy what I can when I can.

I know you would look at every case individually and see if there were genuine reasons.  But I don't think you should feel guilty about saying no to people who just want them for the sake of it.  I want a lot of things that I can't have.

Not sure if that does help but I hope it makes you feel better.  I know from your charity bits (Philly etc) you and Rittenhouse are good people.

[Anna]

I can do several things within reason - I CAN send them a selection of free promo cards and a "Thank you for you interest letter'. I CAN refer them to a number of dealers that I know carry cheap chase cards I CAN refer them to online bulletin boards where they could find people to trade with.

I think these 3 options are the best you can do.  If these people really want to have a card collection, they have to earn it by hunting down the cards and buying or trading for them.  Begging for freebies from your company is downright rude and inappropriate. These people are a disgrace.

[Roz]

Well let me tell you where I have come from. Mark and I were lucky enough to have a very good friend who introduced us to trading cards by sending us a spare auto from his collection of the Fellowship of the Ring. I remember quite clearly thinking to myself "this is awesome" (having never seen an auto card before) as we were walking across the green - Parkers Piece (on a spring-summers day - just setting the scene here folks;))  homewards from University. (I also quite clearly remember thinking... "this is cool, but let this be it - I don't want to get addicted" - ahhh the road to hell is paved with good intentions).

Anyway thanks to this friend of ours always being there to answer our continuous tirade of questions about how trading cards worked, what they were, were these real autographs? We began slowly to collect the Topps LOTR set.

Now I understand that you couldn't possibly comment on this Joanna, but if anyone here has ever tried contacting Topps about any of their cards (I was particularly miffed after getting so dud boxes, and we'd only bought 2-3 boxes!!!) you will find that you receive NOTHING in response.

Yes, that's nothing - absoloutely nothing. I once sent in damaged cards for replacements. Guess what I got back? NOTHING!

Do we still keep collecting their cards? The answer is a resounding Yes!  (although we are found mumbling most days that we wish a manufacturer with more both better customer service and more inginuity had the license, however that's not to be), so we have collected their sets as far as Trilogy. However with the only whiffs of "new ideas for LOTR" coming out as "widevision" and "lenticular cards" I think I'll give future sets a wide berth.

Anyway, I'm getting off the point here.

If you write to Artbox, as I did when I was a minute 5 box purchaser in the first set, (I got 3/5 dud boxes and I provided as much info as I could so perhaps they could see on their production line where things were going wrong - I got a kind letter back with 3 or 4 promos. Whilst it didn't make up for the dud boxes (£90 for 4 base sets  ) at least I had the impression they realised there was a problem.

The point is Joanna that if you are already honouring your guarantee for a certain number of items in boxes and replacing damaged cards - and all with a smile, at this stage II believe you are already doing your job. I think it is delightful if you send out the occasional nice card to people because YOU FEEL they have been good customers or because YOU have made some mistake (well not you personally - but the company) by not including the right number of items per box. I certainly wouldn't feel inclined to send cards to people who have effectively sent you their  "wants" list

I can do several things within reason - I CAN send them a selection of free promo cards and a "Thank you for you interest letter'. I CAN refer them to a number of dealers that I know carry cheap chase cards I CAN refer them to online bulletin boards where they could find people to trade with.

 

That sounds great, if you send a short letter to a manufacturer with comments about how you have found their set - good or bad, and they send you a letter (preferably non standard or if it must be standard, maybe put the right name on the letter or a hand written thank you when you sign it, and a handful of promos, I think most people here would be happy. And besides, if you start sending out too many free cards you are going to annoy the dealers eventually.

But, is that enough?

Yes I really do think so. You guys have a  fine reputation, you have run essay and picture competitions which have generated a "generous" thrill about you guys as a manufacturer, you give away promos with SAEs (yes I know Inkworks do that too) but it's still a nice touch.

But you don't have to give cards out to people who demand them. Let that be only from your own initiative.

P.S. I hope my Patrick Stewart auto is in the post ROFL guys I'm REALLY kidding  

P.P.S - You might be asking the wrong people here, a good majority of the people here collect products from manufacturers who don't give two hoots about their customers we shall henceforth call them the "tough love" manufacturers.   I guess you have to be careful as people have become to expect generosity from you guys - but they shouldn't anyway and it's better if they are caught off guard and delighted if you send them anything

[kbmum]

First off, I agree with everything Sharon mentioned in her post!

I think most companies would ignore requests like this.  It's wonderful that you're trying to decide what to do, rather than just toss them in the trash.

You're on the right track with your suggestions.  A simple form letter should work, thanking them for their interest, listing some dealers and online bbs, and accompany the letter with a couple of promos.  Truly, that is more than generous.

 

[Morningangel-Iola]

Too true. I am on a very limited income (as are many) and I wouldn't even presume to send a list off with all the cards I want for nout, honestly. You solution seems perfect

[ali_g_4th]

Oops - Now i feel guilty asking for that F-card from Stargate.  

It was initally just a question about the ratio-of-chase Vs Guarantee-per-case and I really didn't expect an offer of an F-card. It wasn't necessary, but is definitely appreciated.

Thanks for your help Joanna.

(*Waits for hell-fire to burn me up for annoying sketchqueen*)

[sketchqueen]

Oh Ali - one card is nothing compared to these lists. The last one I opened was 6 pages (no lie) handwritten.

Thanks everyone - I do feel better now. I was starting to worry that my personal feelings were interfering with the discretion I usually use with my job It's hard sometimes to separate the two out ...

[ali_g_4th]

Oh, well, in that case can I also have;

7*A-61,
4*A-43,
8*F-1
8*F-2
56 random DJ-cards (at least 3 complete sets)
85 random T-cards (at least 4 complete sets)

a B-14

7* 4-S-card sets - identically #'d
all the A-42's you got left...

at least 3 matching #'d sets of Relic cards
22 different varients of the C-24 card...

...Etc...

Ooh, and a base set.

No...?

[Eve]

I wonder if these people sending you the letters use the same pitch with the phone company - "I'd like another line, but really, I just can't pay for it."

I agree with what was said before...the fact that you even read these and consider helping these people is well above and beyond the call of duty. Rittenhouse is in the business to SELL cards, not GIVE them away. Also, the fact that your customer service is top notch, these people are just trying to take advantage. Obviously, if they're missing a "guaranteed" card from a box or got a damaged card, that's different.  I'd refer them to your listing of dealers on the webite, plain and simple.

[ferdinand_the_yak]

I agree with everyone - simply wanting a card does not justify someone else having to bend over backwards and giving it to you! Sharon has a good point, while cards are nice, they are not necesssary. It would be like walking into a store and asking for a free DVD player or something, just because you wanted one. And you have done so much charity work for people who actually need it as well.

Rittenhouse has done so much for the collector - giving them replacements for dud boxes, damaged cards, pre-release info well before the release date, guaranteed inserts etc... now why couldn't you have gotten Topps' LOTR license or Artbox's HP license

The fact you even have this dilemma shows that you are nicer than me - I would send the letter straight back marked 'Return to Sender'

[saruman]

i couldn't agree more with FTY .i say send promo cards and thats it. your a company not a charity and the joy of the hobby is getting the cards themselves-scowering ebay or ripping open packs-if the cards come so easly they wont mean as much IMO

[ferdinand_the_yak]

I definitely think that saving and scrimping and then the joy of finally receiving a card in the mail or pulling it from a pack make it more fun and worthwhile than having it handed to you on a platter.

I'd send them back a letter with some promos and say that while you appreciate their (obvious! ) appreciation of your products, you are in the business of selling them, not giving them away.

[Roz]

you are in the business of selling them, not giving them away.

But phrase this more nicely

[ferdinand_the_yak]

I dunno - they had the cheek to demand these lists of cards... I wouldn't go out of my way to be nice to them... civil maybe, but not nice - can you imagine how Topps/Artbox would respond to a demand like that?

[sketchqueen]

Funny story :

I've been known to, in the past, type away furiously, angrily to some people that are either just rude or nasty in their letters to us. It's a practiced I've learned to stop and this is what I do instead.

I type up the email the way I'd *like* to say it - but know better - and send it to someone who can sympathize with me It gets it out of my system and I can then compose something a bit more professional, more even-tempered. But sometimes, you've just gotta say what you're thinking or your head will explode!

[Roz]

I type up the email the way I'd *like* to say it - but know better - and send it to someone who can sympathize with me

Heh - I did that once and sent it to Jo / FTY above - she proceeded to forward it to half the forum   you just can't trust anyone these days  

[ferdinand_the_yak]

'Ere, what this?

I'd like to actually have fun dispersing said email before I get accused of doing it

[Roz]

 

ok just one person then

[ferdinand_the_yak]

I have no idea what you are talking about... FTY *is innocent*

*searches inbox for incriminating information re. Roz and shipment of uncut diamonds out of the UK*