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City of Spies: Estoril 1942» Forums » General

Subject: Lack of Customer Service at Stronghold Games rss

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Jesse Rockwell
United States
Pennsylvania
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So... I sent a very nice email to both Stronghold Games as well as Mesa Boardgames in regards to a damaged copy of this game I received from them. I attached photos as well as described the situation. My original email was sent on October 12th. I was incredibly patient as I knew this fell over Essen. Gil from Mesa was awesome. Responded within a few days of returning. He's reached out to Stronghold as of a week ago. Still no reply..

How am I supposed to play a damaged game with "Top Secret" information when the tiles are marked? We've played it twice with less than secret info just because we got tired of waiting...

Does anyone know what I can do to get my copy of the game replaced? The insert was torn, and two tiles are useless. Its unplayable, untradeable and unsellable at this point.

This was my only recourse as my emails from Stronghold have gone unanswered. Frankly.. it's incredibly annoying. Although they receive some good natured bashing from some gaming personalities, Im starting to think its completely warranted..

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"et son bucher se change en trone dans les cieux."
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Riva
Maryland
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    Did you call them?
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Scott Mohnkern
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Germantown
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I'm kind of surprised, I purchased a copy at my FLGS, and it was short two tiles (Given the large number of tiles, and they aren't punch outs, that doesn't surprise me at all, and they immediately turned around and sent out replacements (once I'd identified them)

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Tahsin Shamma
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Try this guy...

Stephen Buonocore
United States
Somerset
NJ
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Brad Keusch
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Ann Arbor
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It's hard to remember we're alive for the first time. It's hard to remember we're alive for the last time.
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Stephen is one of the best in the business and a great guy, I'm know he's been busy with essen and GTS. i'm sure he'll make ya whole, don't stress too hard!
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Cyn Tuck

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Stronghold has always had fantastic service for me, except when he is traveling.

Remember Stronghold games is one guy doing EVERYTHING. Maybe he stayed in Europe to do business before he traveled home. Give him a few more to get back to him.
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Jesse Rockwell
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Thanks guys. I'll continue to await a reply.
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Marc Specter
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Belmont
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I will echo the previous sentiments. Stephen is top notch. He'll get back to you. Likely he is just overwhelmed with catching up post-Essen.
 
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Cyn Tuck

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After doing some research it seems Stronghold offices are currently closed. They were schedule to open today at the earliest but maybe later.
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Jae
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Bryan
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kamus73 wrote:
I will echo the previous sentiments. Stephen is top notch. He'll get back to you. Likely he is just overwhelmed with catching up post-Essen.


And preparing for BGG Con, and dealing with his day job.
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Ryan Bretsch
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University City
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I'll echo the sentiment. Gil with Mesa was so fantastic and quick when I asked a question about the promo cards. He got back right with me and made sure all my questions were answered in record time.

Stephen took longer to respond. And this was well before Essen. But to be fair, Stephen did eventually get back with me with a short but helpful response. I know it is frustrating for you not to get a response from anyone when you are excited to play the game.

That said, Essen is an all consuming event and one person producing great games can easily be overwhelmed by that event and all of the new customers. But my question is --why not return the game to the retailer? Unless you ordered it from Stronghold Games directly?

The Summary: Give peace a chance and give Stephen a chance.

Cheers,
Ryan
 
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