Hello Michael,
I'll address this to everyone, as you have asked for public discussion. In
general we encourage everyone to discuss problems in private first, as its
often a misunderstanding or miscommunication.
I'm afraid that most of your complaints concern things that were decided
about 6 months ago and have been on the Front Sheets. I guess you didn't
read them. Please try to, as I did ask for opinions on it!
To be specific, the �1 / (50p) charge has been in place since our annual
look at prices every April. At the same time as bringing in that charge, we
also removed the fee for Special Services, reduced the fee for international
players, reduced the cost for 4th age games and set the turn cost to �3.90
across the board.
To answer your request for an account history: I'm afraid we no longer offer
this. The software we received from Allsorts when we took over the game was
bugged, and we did not receive the source code. Y2K has caused this aspect
of the program not to work and we feel that it is not worth the cost to fix
this. However we are looking to improve the accounting system, but we would
want to do this as a major overhaul of the whole thing. We'll keep everyone
posted on any developments (on the Front Sheets!)
I'm afraid we don't offer Direct Debit. We do offer a *fixed* monthly debit.
I did suggest that you needed a top up.
Allsorts offered a �10 float for all players. We removed this when we took
over. In our opinion not only did it cost us whenever a play did a dirty
drop, but it also actively encouraged players to run up a debt before
dropping. The effect of this is that they would not tell us when they were
dropping, meaning that their position was more likely to expire and ruin the
game for the other players.
You said that startup fees have increased, but that's incorrect. We now make
a loss on startups by charging only �10.
The credit card 'surcharge' has been debated extensively on the list. We
recently introduced an online secure credit card service. We are the only fi
rm in PBM to offer this. I hope that has improved your perceived value for
money.
We treat your complaints very seriously, but totally disagree about the
quality of service you recieve from Harlequin compared to other licenses or
Allsorts. When we took over, there were only 17 games running. Now there are
30. We believe that we have player-friendly phone times (we installed two
extra phone lines to cope!), a good presence at conventions, pubmeets and
roadshows, we run new and interesting variants, plus real time games in the
office, play the games avidly, advertise regularly in Flagship and European
magazines and make two attractive websites with a variety of resources.
I hope that you also think that our customer service is good!
Cya
Clint
···
****************************************************
Harlequin Games
mailto: pbm@harlequingames.com
www.harlequingames.com
Middle Earth - Legends- Serim Ral
CTF 2187 - Starquest - Crack of Doom
Battle of the Planets - Exile
****************************************************
340 North Road, Cardiff CF14 3BP
Tel 029 2062 5665 12-6.30 Weekdays
Fax 029 2062 5532 24 hours