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Subject: Can't get a response from Publisher for missing part rss

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Bryan W
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I recently purchased Francis Drake and we played it a few times over a couple months. One play though we noticed on of the parts was wrong and we had to do a work-around to make the game work. Each player is supposed to have one small plastic model of a ship and one larger ship that you use to show you upgraded. One of the colors has 2 small ships and no large. I've emailed a picture and request to Eagle-Gryphon Games through their customer support and waited 2+ weeks with no response. I've dealt with a few other game companies (Rio Grande, cool Mini Or Not, Z-man) about missing or defective parts and they have always gone out of their way to communicate and replace the part. Is this typical of Eagle-Gryphon or does anyone know a better way to have my issue resolved?

 
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Jeff Michaud
United States
Longwood
FL
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Shoosh shoo
Canada
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Honestly if it has been that long and u recieved no response i would just send another email to remind them. I recently went through this with ravensburger and whats your game to get some stuff replaced and the process was a little slow. Usually around this time of year publishers get swamped with work dur to all the conventions and stuff going on. I did end up getting the parts and the people in their customer svc depts were no less than amazing. Its just timing. Im sure if this would have happened near the beginning of the year i would have had the parts in less than two weeks. Publisbers are just really busy this time of year.
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Daniel

Colorado
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It wouldn't hurt to contact them again. But if it gives you any hope, I was missing some pieces for Francis Drake and they sent them to me within a few weeks. (Three weeks after I emailed them I got an email apologizing for the delayed reply and letting me know that the pieces would be sent soon.) Other companies have been much more prompt, but it in the end it all worked out.
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Norman L.
United States
California
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In my experience calling them directly yielded better results than an email. After I called and spoke to a rep I received a replacement part in less than 2 weeks.
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Giller
United States
Grand Rapids
Michigan
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I had this issue when contacting Repos Production for my 7 Wonders Duel game. It took a full month to get a response. Now they are not U.S. based, so I think various holidays may have affected their response time. In the end I got what I needed.

 
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