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Subject: [RESOLVED] Portal Games is making me want to cry rss

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Meeple Up
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Utah
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UPDATE: Portal emailed me back saying that they are sending a new set of promos! Hooray!

Hopefully all the rest of you get your issues resolved quickly.

For me Portal went above and beyond by also issuing a refund (which to be honest makes me a little uncomfortable. I would like for them to get the money for the promos. To me, thats the point of them.)

Portal, I am still a fan boy of yours!


I really hate writing this.

Let me start by saying I am a huge Portal fan boy. I love all of their games and support them like no other.

But.... (there's always a but)

I ordered a handful of promos from their store and they arrived in terrible condition. I describe it as if they were in a tornado while a dog was chewing on it, all while the package was being fed through a wood chipper.

Here is the sad part in the story for me though. (It feels like meeting your hero and finding out that he is not all that you thought he was.)

I contacted portal games through their email: portal at portalgames dot pl

...no reply...

I contacted Ignacy on here through PM and waited. Saw that he had been online! and waited. Saw where he posted on the forums. and waited. and waited.

...no reply...

I tried reaching them through PayPal.

...no reply...

I think tonight I have seen my hero for who he really is. cry

Hopefully Essen is keeping them super busy and that is the excuse, but excuses are like arrrharrrharrrh everybody has one. I really want to see them in the same perfect light as I once did, but this makes it a hard pill to swallow.


Since BGG'ers love to see pictures. Pics or it didn't happen am I right?












These are the only survivors
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Stephen Eckman
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Re: Portal Games is making me want to cry
Maybe try reaching out to Chevee:

Chevee Dodd
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Redd

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Re: Portal Games is making me want to cry
Michael, I know this if very disappointing (and painful to see in pictures) but I'm pretty confident that Ignacy is probably already forwarding your dilemma to the appropriate people to make it right. Hang in there!

Redd
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Meeple Up
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Re: Portal Games is making me want to cry
Thank you guys.

In all fairness to Portal, I did only contact them on Sept 29th. (7 days ago)

Hopefully it has already been dealt with, but what stings the most is not getting a reply from any of the three routes (especially BGG) after seeing Ignacy reply in the forums.

I understand that he and all of Portal are very busy though. Did I mention they are my favorite publisher? That's really why I am the most disappointed.
 
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EXTRA AVOCADO! Sonderegger
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Re: Portal Games is making me want to cry
MeepleUp wrote:
Thank you guys.

In all fairness to Portal, I did only contact them on Sept 29th. (7 days ago)

Hopefully it has already been dealt with, but what stings the most is not getting a reply from any of the three routes (especially BGG) after seeing Ignacy reply in the forums.

I understand that he and all of Portal are very busy though. Did I mention they are my favorite publisher? That's really why I am the most disappointed.


I wouldn't hold your breath, I've been trying to contact them about a shipping charge for a month now. I really liked their games too.
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Jordan Fraser
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Re: Portal Games is making me want to cry
Wow. Those are mangled. The most amazing thing to me is that the spyglass managed to arrive unscathed. That seems the most likely candidate to not survive the mail.
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Nick ChemE
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Re: Portal Games is making me want to cry
The irony is that one of your survivors is intended to be destroyed.

Perhaps they were trying to make the game material seem like it had actually been through a shipwreck. It's all about thematic flair.
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Jer Har
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Re: Portal Games is making me want to cry
According to your pictures, they've even messed with Texas.

We've been instructed countless times NOT to do that. That's mighty reckless.
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Zachary Gritz
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Re: Portal Games is making me want to cry
Their customer service must be backed up, I've been waiting to hear from them for about a week too. My copy of Cry Havoc was missing a whole bag of miniatures and they haven't responded yet.
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Daniel Shane
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Re: Portal Games is making me want to cry
I ordered promos from Portal twice, and they always came in a "black garbage bag". Nothing else, the promos are straight in the plastic bag and in the mail.

Needless to say, my first shipment was pretty banged up. The second one survived the trip however... but that's the last time I will be ordering from them.

At least use a padded envelope Portal, come on!! (On a second thought, at least the value they declare for customs goes with the effort to protect the content ;)
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Daniel Palmer
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Re: Portal Games is making me want to cry
Essen is next week and I'm sure they are just incredibly busy at the moment.
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Re: Portal Games is making me want to cry
I'm sure they'll reply. I've always had great luck with them. That having been said, that looks less like something they did and more of a problem with the post office. Seriously, it's like the USPS decided to run your package over with a mail truck, let some wild animals have a go at it and then, just for good measure, played a game of tee ball with it.
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Joe Salamone
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Re: Portal Games is making me want to cry
All this stuff about "too busy because of Essen" really bugs me. That's not an excuse for poor customer service. Essen wasn't a surprise and they could have implemented a plan to keep the lines of communication open. Even if they set up an automated e-mail reply saying, "We are preparing for Essen, so there will likely be delays in our responses. Please allow 7 - 14 days for a reply" or something like that. Customer service should never be silent for a long period of time.
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Jeff Michaud
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Re: Portal Games is making me want to cry
do note posting this in "discussing retailers" may get you more page views... but your post will be lost in the ether pretty quick... while if you posted it in the publisher's forums over at

Portal Games

anyone checking the publisher out will likely see your post for years to come. imho ymmv
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Mark Craumer
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Funny how posting online gets a response much quicker than any direct paths of communication. This is exactly how I got a response out of Game Salute a few years ago.
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Jeremy Mease
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Question:

Was the package perhaps delivered by a rabid wolverine? TIA
 
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Jon Baxter
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I've ordered many times through Portal Games and have found the vast majority of the time no issues. The few times there were problems they fixed them in a timely fashion (I consider a week to be fairly reasonable).

Good to know you had everything fixed up.

Here's an example of poor customer service. whistle
 
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