A Special Message About Your MattyCollector.com experience from Digital River
August 4, 2012

In an unprecedented move by Mattel they were able to get a statement out of Digital River about improving their customer service and delivery along with the 2013 subscriptions:

Please Read: A special message about your MattyCollector.com experience from Digital River

Dear MattyCollector.com Customers,

The Digital River Team has heard you loud and clear and we would like to openly address the feedback that you have provided regarding your experience on MattyCollector.com.

We realize that there have been some challenges. And we want you to know that we are fully committed to providing you not only with an easier and simpler way to manage your subscriptions to our clubs, but also an improved customer service experience.  The good news is that we have already taken steps in this direction, and are planning on making even more enhancements in the coming months. Here’s how…

Shorter response times: In fact, customer service response times have been reduced by over 70% during the last few months. And based on the recent feedback from customers, we believe you are seeing the improvements as well!
Increased emphasis on first call resolution: We’ve stepped up MattyCollector.com-specific training for our customer service agents so we can address your questions on your first call. This will be an ongoing focus of ours as we realize it is very important to you.

Easier subscription management: We are pleased to announce that we will be presenting you with a fully tested and certified self-service subscription management feature in late fall of 2012, ensuring that it is fully available for our 2013 subscriptions!  What does this mean? You will be able to log in to your account and manage your own subscriptions with ease. Updating your credit card, as well as your billing and shipping addresses will be simple and under your complete control. You also will be able to combine your subscriptions for one monthly shipment.  (Of course, if you want to ship your subscription figures separately, you will be able to do that, too!) Our goal is to ensure that you have the tools to easily control your subscriptions via Mattycollector.com.

Early access exclusively for subscribers: We are presenting our 2013 subscribers with all-new functionality that enables them to buy non-subscription products before they are available to the general public!  We believe this will be a huge perk and an absolute bonus for subscription customers.

Together with Mattel, we are confident that the challenges that you have seen in the past will be just that…a thing of the past.  In the meantime, we are looking at new ideas for collecting and addressing your feedback, such as surveys, and we will update you regularly on our progress.

We appreciate all the feedback that you, the fans, have provided and look forward to providing you with the best experience possible.

The Digital River Team

Daniel Pickett
Daniel “Julius Marx” Pickett has been around toys his whole life. The first line he ever collected was Mego’s World’s Greatest Super Heroes line back in the 70s. He has been surrounded by collectables ever since. In 1999 he was confounded by a lack of information and news about some of his favorite toy lines he was collecting. Since he couldn’t find the information he decided to pursue it himself thinking other people might also be interested in the same news. He started writing a weekly column on the toy industry and action figure for a toy news site and in a years time he tripled the sites daily traffic with his updates, reviews and product features. He built relationships with every major toy manufacturer and many sculptors, painters and mold makers. He grew his hobby into a world wide expertise that the industry has embraced. In 2004 he teamed up with his toy buddy Jason “ToyOtter” Geyer and they created their own website www.ActionFigureInsider.com. Daniel has been quoted in both industry and mass media press outlets. Over the years Daniel and AFi have been sought out as experts in the field. Daniel was regularly featured on “Attack of the Show” on the G4 network as the primary contributor to their “Mint On Card” segment, and our front page has been linked to from USA Today’s “Pop Candy” Blog twice. Daniel’s content has also been featured on MSNBC.com, Wired.com, Fark.com, Boing-Boing, Gizmodo.com, Ain’t It Cool News, the Official Star Wars blog, Geekologie, G4, CNet and Toy Fare magazine, among many others. He has consulted on toy lines, books, documentaries and TV shows. But all of that really just sounds snooty and “tootin’ his own horn” – the long and short of it is that Daniel loves toys and he LOVES talking about them.
Read other articles by Daniel Pickett.




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