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Subject: Kudos to Rio Grande! rss

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My excitement over a recent purchase of Caylus turned to dismay after I found that I was missing some marker bits for the Red player.

I found the Rio Grande website and submitted my request to have these pieces sent to me. To be honest I never expected to hear anything back from them. Several weeks later my pieces arrived.

I really wanted to point this out. It's good to see that a game publisher will actually stand behind its product and do what they can to "make things right" with the customer - especially today when most sales can be classed as "Buyer be-ware".

Thanks Rio Grande!!!

Anyone else out there with similar experience with Rio Grande or another publisher? Anyone with a bad experience?

Please share
 
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Greig
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Here's a thread with my experience with them and others commenting.

http://www.boardgamegeek.com/article/420481#420481

 
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iPAUL wrote:
Anyone else out there with similar experience with Rio Grande or another publisher? Anyone with a bad experience?

not surprising there are lots of existing threads both giving praise and cursing other publishers.

RGG (aka Jay) is always good... he usually emails you back pretty quick, and at least in the USA I've had the missing parts in my hand a week later.

Mayfair is also good at sending you the missing parts, but they don't respond to let you know they are, and they take a little longer.

Immortal Eyes responded and sent me my missing meeples to Terra Nova recently.

Wizards of the Coast sent me a couple corrected cards that were mis-printed in Guillotine.
 
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Chris C
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I would add Z-Man games to the list - great customer service. Very fast turn-around when I was missing some followers from my version of Gheos.
 
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Gary Libby
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Jay over at Rio Grande is a good egg. He has sent me a replacement for a missing piece from Elfenland and a broken El Grande King piece. Both times he responded promptly and had the pieces in the mail right to me.

Gary
 
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Just to add to the list: Jeremy at Fantasy Flight is very helpful. I ordered some replacement parts (not because they were missing but because I had broken them) and he sent them free of charge within a week.
 
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JeffyJeff wrote:

Immortal Eyes responded and sent me my missing meeples to Terra Nova recently.


Immortal Eyes aka Winning Moves Games does a pretty good job keeping customers happy and making sure things are made right if things are missing.

 
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crazyyog wrote:
Jay over at Rio Grande is a good egg. He has sent me a replacement for a missing piece from Elfenland and a broken El Grande King piece. Both times he responded promptly and had the pieces in the mail right to me.

Gary


They are great. I'm kind of hoping they will offer replacement cards for the El Grande Dicentennial ones with the cutoff text frames.
 
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gilby123 wrote:
JeffyJeff wrote:

Immortal Eyes responded and sent me my missing meeples to Terra Nova recently.

Immortal Eyes aka Winning Moves Games does a pretty good job keeping customers happy and making sure things are made right if things are missing.

Given you are in the next town from their Danvers office you must get really fast service!

And yes, I forgot about Z-Man games... Zev did send me a replacement card for one that was missing, and he had it well protected in the envelope.
 
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Nathan Trimmer
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JeffyJeff wrote:

RGG (aka Jay) is always good... he usually emails you back pretty quick, and at least in the USA I've had the missing parts in my hand a week later.


I recently purchased "Galloping Pigs" and found that my set of pig pawns didn't match the supplied cards. After writing to the address supplied on the website, I promptly received an email back from Jay and had the replacement pieces in roughly two days. With service like that, I'll gladly keep buying Rio Grande releases! laugh

 
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Belash wrote:
Here's a thread with my experience with them and others commenting.

http://www.boardgamegeek.com/article/420481#420481



And http://www.boardgamegeek.com/article/1420422#1420422
 
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Daniel Corban
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Imagine if you bought software and, surprise, the CD wasn't in the box. Would you be applauding the company's efforts to send you a CD in the mail or would you be steaming mad that you had to waste your time getting a replacement.

Don't get me wrong, I understand these game companies could easily say "return to place of purchase" or ignore you completely. I have yet to be angry at any missing or damaged components since I know I will always get replacements in due time. I found it interesting that when I bought a new push lawn mower and it was missing a bolt, I was furious. Now I had to waste my time either contacting the company or going to the store and buying my own bolt.
 
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David Helms
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All of my games from Rio Grande that I have opened have been complete and there have been zero problems with them.

As far as other companies, I contacted WotC/Hasbro/Avalon Hill about a missing piece for a game that I had bought a few years back. I explained the situation and they mailed the piece to me in about a week.
 
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My experience with DOW has also been very good. They also had the Replacement Dice program for Battelore on their website.
 
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dcorban wrote:
Imagine if you bought software and, surprise, the CD wasn't in the box. Would you be applauding the company's efforts to send you a CD in the mail or would you be steaming mad that you had to waste your time getting a replacement.

Don't get me wrong, I understand these game companies could easily say "return to place of purchase" or ignore you completely. I have yet to be angry at any missing or damaged components since I know I will always get replacements in due time. I found it interesting that when I bought a new push lawn mower and it was missing a bolt, I was furious. Now I had to waste my time either contacting the company or going to the store and buying my own bolt.


Actually I'm fairly new to board gaming and was fully expecting to be stuck with a game which was missing pieces. I never expected to hear anything back from RGG. In fact I had plans to go and buy my own wood dowel and red paint so that I could replicate the missing pieces myself.

My reasoning for thinking this way is from past experiences (non-board game related) with purchases which were missing parts. Sometimes you never get the issue resolved (I had a similar issue with a Dell laptop PC for instance where they did not ship my complete order - the issue went on for a year unresolved - in the end I never did get the missing part and was never refunded for the cost). That's what I was expecting, but was very pleased with RGG's response to my issue.

Looking at the replies to this thread, that seems to be a common trait in the board game publishers. I've gotten quite used to being screwed over by merchants/manufacturers/retailers so it was good to see a company which treats their customers well.

 
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Dave Peters
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Dan, sir; I think your CD analogy doesn't work.

If you buy something that's made by the hundreds of thousands, with a defect rate well below one tenth of a percent, it's pretty natural to be upset if you find yourself with an imperfect product.

If, on the other hand, you buy something that's a one-off made by a hobbyist, you might have a different tolerance for any "imperfections" you might notice.

Rio Grande's output is somewhere between those extremes. Given the number of people involved in the Huge Multinational Business Empire that is RGG, I tend to lump them much closer to the second extreme than the first - and so, when (as was recently the case) I opened a still-in-shrink copy of Andromeda (published in 1999) and found it was missing a single red cube, I wrote politely to Jay asking if I could buy a replacement. As is his wont, he declined any payment, and shipped said replacement cube to me the same day.

If I wanted (above all other considerations) a game in which I had some expectation that the contents would be precisely uniform from copy to copy, I fear I might be stuck with Candyland and its ilk. I'd rather buy a game that has a small chance of being missing a piece or two, thanks.
 
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dcorban wrote:
Imagine if you bought software and, surprise, the CD wasn't in the box. Would you be applauding the company's efforts to send you a CD in the mail or would you be steaming mad that you had to waste your time getting a replacement.


Usually for me, the steaming mad comes in when I have to waste my time talking to a brick wall, get harassed at the store of purchase, or pay some ungodly shipping and handling to get the replacement "CD".

I'm a VERY forgiving person. However, the amount of necessary information needed for a replacement/return is ridiculous. A signature, from me, the manager, proof of citizenship, credit card number, home insurance policy, proof of employment, affidavits that I am not a te&&*&ist...... A simple request is made and acted on should be the norm. Instead is out of the norm, I think most people don't know how to react.
 
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Bryan Johnson
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Yup, Jay has a great reputation in the gaming community for being prompt and courteous and an all around good guy. I've always had excellent service when dealing with him.


 
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