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Old 08-31-2007, 08:46 AM   #1
ber
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Default Contacted the BBB ...I will let you know the resolution when I get it

Thank you for using the Better Business Bureau's Online Complaint System.


Filed on : August 31 2007

Filed by :


Filed against :
Ganz
1 Pearce Rd
Woodbridge ON L4L 3T2


Complaint Description:
I have purchased 46 webkinz at the orice each ranging from $9.99-$15.99 as well as approximately 100+ trading card packs at $2.99 each. The reason for the purchase of these items is to gain access to www.webkinz.com. Several concerns and issues are listed below. 1.The ability to contact this company is nearly impossible. 2.There response time is unacceptable atleast 7-14 day wait time. 3.The website currently has glitches that disrupt the proper use of the website. 4.This site shuts down daily for a minimum of 3 hours and does not indicate the time it will back up and running. At times it is down for 8+ hours. 5. Based on the amount of money spent by consumers becuase it appears that the majority of users do not just purchase one item for access the website (product) usage is not acceptable for the purchase price and services claimed to be offered by the company.

Your Desired Resolution:
1.Proper response to resolve issues in a timely manner 2.Notification of websites unavailability 3.Less time off line so that I can receive the services I have rightfully paid for 4.If the website is unavailable for longer than 2 hours as it once in awhile states then some sort of credit (ie coupons or kinzcash or anything else related to the service on the website)

This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 30 working days to respond to your complaint. You will be notified when the business has responded.
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Old 08-31-2007, 08:53 AM   #2
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Default Re: Contacted the BBB ...I will let you know the resolution when I get it

I am interested to see what response you get from the BBB. I am sure you are not the first to complain nor will you be the last. I feel bad for the kids, like my daughter, who are only allowed a certain amount of time online and are unable to play with their "pets" when the site is down. Especially with school starting and her time limit drastically decreased.

Please post any response you get. Thanks.
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Old 08-31-2007, 08:56 AM   #3
goofykiddo
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Default Re: Contacted the BBB ...I will let you know the resolution when I get it

You go! Let us know what your response is..PM me in case I don't catch the thread....I think your complaint was written well and had the proper concerns and you did it in a mature way.
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Old 08-31-2007, 08:58 AM   #4
monkey4u97
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Default Re: Contacted the BBB ...I will let you know the resolution when I get it

it si very respectful and proffseional i do agree with u its just soemtimes i feel people get a little to carried away about disrespecting ganz over the suite being shut down but i understand what point your getting across and im sure they will understand.
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Old 08-31-2007, 09:01 AM   #5
jaclrow
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Default Re: Contacted the BBB ...I will let you know the resolution when I get it

I think you need to read the rules that you agreed to when you signed up for WW! Plain as day it says "webkinz world is as is, or as available." This is to safeguard against things like this.
Old 08-31-2007, 09:02 AM   #6
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Default Re: Contacted the BBB ...I will let you know the resolution when I get it


wow. No offense, but you have too much time on your hands. Its a toy, a gaming site. It sounds as if you bought a defective oven or something.

Please be respectful to other members Princesstiara

Last edited by princesstiara; 08-31-2007 at 09:05 AM..
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Old 08-31-2007, 09:05 AM   #7
goofykiddo
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Default Re: Contacted the BBB ...I will let you know the resolution when I get it

we Further Reserve The Right, Solely In Our Discretion, To Modify And/or Discontinue The Site At Any Time Without Notice, And To Terminate Your Username, Password And Account, Should You Be In Violation Of This User Agreement.

Can you belive that was on there site!

Last edited by Goofykiddo; 08-31-2007 at 09:05 AM.. Reason: Automerged Doublepost
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Old 08-31-2007, 09:06 AM   #8
PM me for it
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Default Re: Contacted the BBB ...I will let you know the resolution when I get it

I think your complaint was thorough, calm, and well-written. I like that you asked for a credit for the loss of use of the site when it's down. Unfortunately, legally Ganz does not have to provide any website at all, so at best maybe they will start giving consolation prizes to pacify customers when the site is down. They don't seem to have any customer service skills though so I wouldn't count on it. Expect to wait a long time to hear back from the BBB, I know from experience.
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Old 08-31-2007, 09:24 PM   #9
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Default Re: Contacted the BBB ...I will let you know the resolution when I get it

Great job, speak your mind. I agree it was time to do something, kudos to you for taking the first step!
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Old 08-31-2007, 09:27 PM   #10
d a r l i n g;]
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Default Re: Contacted the BBB ...I will let you know the resolution when I get it

I agree with you and then i don't. Webkinz is doing the best they can with running a website with over 2 MILLION members and over 1 MILLION members on a day!
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