[HoE] Fw: [CON] RPGA reply to complaints

["Bertman" <bert@mail.ahc.umn.edu>]

This message comes from Robert Wiese of RPGA.  He responded to my
GenCon complaint e-mail.  He gave me permission to post his answers.

Bertman

----- Original Message -----
From: Robert Wiese <rpgahq@wizards.com>

> Hi.
>
> >Well, now that I've fully decompressed from my GenCon experience, I
thought
> >I'd write yet another review of GenCon.  However, unlike other reviews,
this
> >post will be dedicated to complaints and suggestions for improvements.
This
> >is, I think, my sixth GenCon.  Although I found it enjoyable, it was
still
> >tainted by the poor job that Andon did, and I am not alone in this
> >assessment. Last year, I had to laugh when I read the WotC hired Andon
> >because they were professionals.  It was the most disorganized GenCon
that I
> >had attended.
>
> Actually, from my perspective Events Management has done a much better job
> than TSR used to do, but I don't see the show from the attendee side that
> much anymore.
>
> >Pre-Registration:
> >Frankly, I don't see why Andon can't do real-time registration.
>
> Events Management is working on that, and real-time online registration
> will be part of the features of the new program the company will be using
> for next year. Real-time hotel reservations too, or so I am told.
>
> >Another gripe about registration is the poor treatment of Canadians.  I
met
> >a bunch of them who NEVER got their pre-registration book.  They
requested
> >the book through e-mail, phone, and letters, yet they never got it.  They
> >had to register for events without knowing more details of the session. I
> >don't know if Andon was skimping on the postage or what, but this is
clearly
> >unacceptable.
>
> Actually, it is probably the Canadian mail system, but I will allow that
> some books may not have gone out. It is horribly hard to mail things to
> Canada; I always have problems. I am sorry that you have troubles, but we
> do put the whole book online in PDF format so that you can download it and
> not have to wait weeks for us to send you one.
>
> >Speaking of the pre-registration book, I have another complaint.  They
> >should have listed the events by type and games, not just by time slots.
>
> I agree with you. I have always liked the old TSR charts better than the
> Andon charts.
>
> >At times, the events registration area was so full that people could not
get
> >refunds in time.  I would strongly suggest a refund only line for people
who
> >want to turn in their tickets for refunds or in exchange for generic
> >tickets.
>
> Thanks for the idea. We should implement this.
>
> >Since Arena/Bruce Hall was so far away from the MWEC event registration
> >lines, I was glad to see an event registration booth in Arena.  However,
one
> >terminal is not enough!
>
> We had two, but both of them were not always manned. Expect to see two
> terminals manned at all times next year.
>
> >Miniature Games:
> >This year, the miniature games were in Bruce Hall for the most part.
Thank
> >god they moved the miniature games from the Labyrinth of the Arena where
it
> >was last year. Many thanks to everyone who complained last year to Andon.
> >However, I have a new complaint.  They moved some of the events to the
> >second floor of MWEC.  ... However, all miniature event tickets had
> >Bruce Hall as the location.
>
> Yes, it is, and we know that. We are going to do a better job with
location
> assignments and updating this next year.
>
> >RPGA Events:
> >I am really starting to dislike the RPGA events at GenCon.  I hate the
> >staging area.  Many first timers have no idea how the staging area works.
> >It's not clear in the on-site book.
>
> Well, this is a thing we always try to work on. I admit the tickets not
> saying where the events were and the locations not being in the onsite
book
> were problems, but we do put up signs and try to get people to the right
> place. But really we cannot send out 600 people efficiently with any other
> system than we use now.
>
> As for people showing late, we instructed all marshals to remain in the
> area until 15 minutes after the game started, and if you cannot find it in
> that time you are not trying very hard.
>
> >I also really hate where the gaming takes place.  In those little curtain
> >alcoves that they construct, sound is really bad.  It's also poorly
marked.
> >I saw way too many people leave the staging area being told to go to
alcove
> >XXX by the RPGA people, only to come back a few minutes later cause they
> >were told the wrong number, wrong direction, or simply could not find it
due
> >to the lack of decent maps.
>
> Well, our chief problem really was table numbers falling apart during the
> convention, so I can see your problem. But every row was labelled and
there
> were maps aplenty around showing the table layout.
>
> >MWEC Events:
> >OK, what's deal with the second floor gaming area?  Why can't they number
> >the tables in a visible way?  Why can't they number the tables in a
logical
> >way?  Why can't they provide a map of the room at the entrance?
>
> I like your last suggestion. I think I'll see that it is implemented.
>
> >Exhibit Hall:
> >Why, oh why, do they only run from 10AM to 6PM?  Increase the time!
>
> Because exhibitors get tired, and they are the ones working in the exhibit
> hall, and if they don't want to work long hours they won't rent booths. If
> that happened, it would not matter how long we left it open. There is a
> break of one hour from 4 to 5 pm so you can pop in. Generally I observe
> that people plan slots to go shop, to make sure they see the exhibitors.
>
> >Looking back on this post, I see that some of my complaints will be fixed
> >simply because the new building will be up.  But then again, having seen
> >Andon in action for two GenCons, I'm sure other new problems will keep
> >cropping up.  Let's hope they fix some of the problems that I've pointed
> >out.
>
> Well, we try every year to make fewer mistakes. But it is a very large
> show, and logistically it can get messy. You are welcome to come out and
> add your effort towards making it run more efficiently. We can always use
> show associates (read: volunteers) who care about the attendees and want
to
> treat them right.
>
> The correct address to send your suggestions to is <gencon@wizards.com>,
> though I imagine they got them at <AndonCSR@aol.com>. Thanks for caring
> enough to write, and to offer more than just complaints. I like some of
> your ideas and will see what we can do about them.
>
>
> Thanks for writing.
>
> Robert Wiese
> RPGA Network
> Email: rpgahq@wizards.com
> Customer Service: 1-800-324-6496
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