A shitstorm moved into Arizona yesterday evening, dropping feet of Bad PR all over Bad Dragon.
The story begins sometime over the past few days. Someone named "Lady~" receives an order from Bad Dragon only to find out both of the orders inside are wrong. Both were colored incorrectly and one had the wrong firmness.
Said user goes on the Bad Dragon forums to vent about said order and also files a ticket with customer support. Oddly (Well, for
normal companies, we are dealing with furries here) posting complaints about an order is against the forum rules. The forum policy states such threads are to be locked and/or removed.
-Posts related to order problems will be locked or removed. Posting about an order problem on the forums will not speed up it's resolution.
What happens next can only be described as "shit-tier customer service" that is vaguely familiar to the "Ocean Marketting/Stratagy" thing a few weeks back. Not only is the thread removed, "Lady~" was apparently told she is banned from both the forums
and any future orders (No idea what happens with the wrong order).
Evidence in this forum thread seems to imply the newly-appointed "General Manager" Kamo Wolf was somehow involved in the matter. Kamo returned from a two-year-long
absence and began throwing out condescending, defensive posts, claiming that the original post was full of "inflammatory comments", was "extremely rude, abusive and unwarranted" and that "for the greater good of everybody this user would be excluded from the forums and from conducting future business with us."
As you can see, Kamo is great at writing long generic corporate-sounding statements that are full of fluff like "elevated level of customer service" and "Please bare with us through this difficult transition period as we are committed to improving the overall bad Dragon experience for everyone"
This is, of course, a PR move, as users who say they have all the aforementioned comments say that the problem arose when "I was working with Nem to find a good outcome for this and he was being a completely professional and awesome fellow. This thing with Kamo came completely out of the blue and does not, in my mind, reflect on Nem at all." Other posts make it sound as if Kamo was the one being "rude, abusive, and unwarranted".
Kamo also decided the best way to respond to people shouting "LEAVING FOREVER!" was to
push them out the door.
Hello Tundara, I am sorry that you feel this way about the situation and to aid you in your wishes to leave Bad Dragon I am removing your permissions. If anyone else wishes to leave Bad Dragon's forums I will be happy to assist you in the same manner.
Two other Bad Dragon staff members, Semjay and Nemekh, also had their "forum privileges" revoked for "
getting too personally and emotionally involved in the forums". One can only wonder how the
customer service representative(s?) are supposed to serve the
customers when they're
not allowed to talk to the customers on the forum.
Kamo later returns and complains that people aren't looking at the fluff "for the good of the community!" parts of his posts:
I see a lot of angry individuals who took my posts and skipped the parts about making this a better place and cutting back on unmoderated drama that was causing waves.
He also claims he was "working" with the "LEAVING FOREVER" person but
people talking to that person claim the opposite.
TL;DR: A customer was unhappy with their Bad Dragon order, and Bad Dragon learned that "DON'T PUBLICLY TALK ABOUT WRONG ORDERS!!!!" policy is ridiculous. Also, Kamo Wolf is bad at customer relations (Moreso than some of FA's worse offenders i.e. Yak) and should probably stop attempting to make things better,
