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Subject: A Huge Thumbs Up For Zev And Z-Man Games rss

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Rory
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I recently purchased a copy of Duel In The Dark and discovered that the infamous mold problem with a number of copies of Duel In The Dark had afflicted the one I had purchased. After contacting Zev at Z-Man games, he offered to immediately send out a replacement box and insert (everything except these 2 things was unscathed) at no charge to me whatsoever. The package was here 2 days after being shipped and everything arrived in excellent condition.

I applaud Zev and Z-Man games and give them a hearty thumbs up! I'm sure he has already been established here as a class-act, but I figure one can never receive too many kudos!
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Travis Bridges
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Only a hobbyist would applaud a company for doing something they are supposed to do. Maybe you should applaud Zev for taking your money too!
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Jason W
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Good for you for bringing great customer service to our attention. Regardless of others opinions and whether or not it is what they should do for comapnies to respond so quickly is always nice to see.

My experiences with Z-Man has always been fantastic.

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Quote:
Only a hobbyist would applaud a company for doing something they are supposed to do. Maybe you should applaud Zev for taking your money too!


It's a beautiful world when someone jumps on you for saying something nice. It is a company's job to provide customer service but good, quick and proffessional customer service is becoming a harder thing to find.

Perhaps someone is using to much Chicago Meth.
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James Bentley
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chicagometh wrote:
Only a hobbyist would applaud a company for doing something they are supposed to do. Maybe you should applaud Zev for taking your money too!


Foul.
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Brenda Thorpe
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wow. maybe i should have spoke up when i got my copy of castle merchants. it was pretty stinky, but i was able to wipe off most of the mold on the board.

well at least its still playable....how i regret leaving my copy of advanced civ in the trunk of my car one winter a few years ago.
 
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Travis Bridges
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Just a joke folks...don't take things so seriously. Crap!
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Rory
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blaze1599 wrote:
Good for you for bringing great customer service to our attention. Regardless of others opinions and whether or not it is what they should do for comapnies to respond so quickly is always nice to see.

My experiences with Z-Man has always been fantastic.



I think that Zev went above and beyond what a company is obligated to do. He could have easily said "you bought the product, it was messed up by the printer, not me" and then told me to live with it. While that obviously would have been poor form to do, Zev did much more than was required.

I honestly feel quite bad about the whole mold fiasco with Duel In The Dark. I can imagine that the entire replacement process has cost Zev a good chunk of $$$. Bravo to him for being willing to accept a financial hit in order to provide a sterling standard of customer service to his patrons!
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Daniel Lampus
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As a side note, I have to say that the caliber of games coming from Z-Man games seems to have been exponentially increasing lately (last year or two). That may just be my perspective.

Thanks Z-Man

Dan
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Mike Bourgeois
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chicagometh wrote:
Just a joke folks...don't take things so seriously. Crap!


Mocking someones appreciation of a companies extra efforts was probably not the most well thought out thing. Next time you want to apply that brand of wit... add in a few emoticons to show your lightheartedness.
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suPUR DUEper
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When my 1960 game came, I received two Nixon tokens and none for Kennedy. As you can imagine that put Kennedy at a huge disadvantage not being able to play cubes and all......

Anywho.... I contacted Zev via email and like the OP got a replacement block in a matter of days. It was a nice deposit in the bank of goodwill. You can tell a lot about a company by how it recovers from its mistakes.
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♫ Eric Herman ♫
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TedW wrote:
You can tell a lot about a company by how it recovers from its mistakes.


No doubt. I worked in customer service for seven years before my current job, and my experience was always that if you do something bad (er, not on purpose, of course), and then fix it in a good way, the impression the customer has of your company will actually be better than it was before the original error.
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Rory
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Grudunza wrote:
TedW wrote:
You can tell a lot about a company by how it recovers from its mistakes.


No doubt. I worked in customer service for seven years before my current job, and my experience was always that if you do something bad (er, not on purpose, of course), and then fix it in a good way, the impression the customer has of your company will actually be better than it was before the original error.


That was what happened in my case. Z-Man games went from "just another publisher" to a higher standard and a place to look at first for new games, in my book.
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Mark Hamburg
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TedW wrote:
Anywho.... I contacted Zev via email and like the OP got a replacement block in a matter of days. It was a nice deposit in the bank of goodwill. You can tell a lot about a company by how it recovers from its mistakes.


I had a similar experience a few years back with Reef Encounter. Zev sent a friendly response to my e-mail within hours and I had the replacement parts within a week. Of course it took me a year to get the game on the table after that.

I felt that Z-Man was obliged to fix the problem with my game, but the speed of the response really impressed me.
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Russ Williams
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Grudunza wrote:
my experience was always that if you do something bad (er, not on purpose, of course), and then fix it in a good way, the impression the customer has of your company will actually be better than it was before the original error.


Which sadly seems true, yet crazy. Wouldn't it be better to always receive a product in great condition, instead of sometimes receiving a defective product and having to request a replacement (however quickly and courteously sent)?
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suPUR DUEper
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russ wrote:
Grudunza wrote:
my experience was always that if you do something bad (er, not on purpose, of course), and then fix it in a good way, the impression the customer has of your company will actually be better than it was before the original error.


Which sadly seems true, yet crazy. Wouldn't it be better to always receive a product in great condition, instead of sometimes receiving a defective product and having to request a replacement (however quickly and courteously sent)?


I guess I look at it this way. Say I am playing a game where I have to roll dice. Ones through fives are good; sixes are bad. I agree that always rolling 1-5 is best. But in my mind, I know that it is only a matter or time before I roll a six. Now, say I have a card that allows me to change a six into a one. In that case I have no fears or concerns about rolling the dice.

Same with customer service. Even if I have 10 perfect interactions with a company, I know few things in life are perfect so I may wonder/worry what happens when my "luck" runs out. A company that has recovered from a previous mistake negates this concern as I know they will make it right.
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I read Travis' profile too. And I will valiantly defend his right to mock people who defend publishers, designers and retailers.
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J.L. Robert
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DWTripp wrote:
I read Travis' profile too. And I will valiantly defend his right to mock people who defend publishers, designers and retailers.


I read it, too. I like the "I'm not a hypocrite if I do it first" attitude of it.
 
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Richard Pakpreo
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chicagometh wrote:
Just a joke folks...don't take things so seriously. Crap!
Odd timing for a joke...
 
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I am happy.
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chicagometh wrote:
Just a joke folks...don't take things so seriously. Crap!

Hey, do you know a guy named Michael Barnes?
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Jeff Binning
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Quote:
...Of course it took me a year to get the game on the table after that.

I felt that Z-Man was obliged to fix the problem with my game...


Yeah, he should have sent some people to your house to play the game with you!

I do agree Zev offers GREAT customer service.
 
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Robert Aube
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I had a similar experience with Zev when I bought 1960. The board had been knocked (obviously in the printing shop as the box was in perfect condition) and a few of the corners were damaged. Nothing that prevented me from playing, but not what I expected from a brand new game.

Zev respeonded within hours and 2 days later, the replacement board was in my hands. That's what I call tremendous service!
 
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It's great to be part of a hobby with so many quality people working to produce great product. Zev (Z-Man) and Jay (Rio Grande) are among the best...but there are so many others.
 
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