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Subject: Customer service question (solved!) rss

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Chris Franka
United States
San Antonio
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I love the game. However, one of my cards has a misprint (the art is missing). I'd like to find out about getting a replacement for the card. I've emailed Cambridge Games using their website mail submission form and their email address listed there, but I've gotten no response after waiting for two weeks. Anyone have any helpful suggestions?

ADDENDUM: As mentioned below, Ed did get back to me and graciously solved my problem!
 
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W. Eric Martin
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Apex
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Re: Any idea how to get a hold of customer service?
Write CGF again. Ed Carter is usually good at responding to my messages so perhaps your note just got sucked into the ether.

Eric
Editor, http://www.BoardgameNews.com
 
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James Ludlow
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Saint Louis Park
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Re: Any idea how to get a hold of customer service?
I'm not saying that he won't help you, but I think that card is misprinted in every set.
 
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Chris Franka
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Re: Any idea how to get a hold of customer service?
Ah, ok. Good to know. I may try again but the misprint does not affect the playability of the game in any way, so if every set is like that and other people just make do with it as is, I may just do the same thing.
 
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Richard Pakpreo
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Cambridge
MA - Massachusetts
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Re: Any idea how to get a hold of customer service?
I know that most of CGF are busy right now.

What card specifically is misprinted?
 
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Chris Franka
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Re: Any idea how to get a hold of customer service?
In my deck, one of the Palisades is missing the art.

 
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Manuel Pombeiro
Portugal
Sao Joao do Estoril
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Re: Any idea how to get a hold of customer service?
bigtex01 wrote:
In my deck, one of the Palisades is missing the art.



A friend of mine as exactly the same situation.
 
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Ed Carter
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Groton
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Re: Customer service question
Henry Rhombus wrote:
Ed Carter is usually good at responding to my messages so perhaps your note just got sucked into the ether.


I'm afraid it was more about me getting sucked into the ether, rather than your email, sorry. In my real, mortage paying job I'm an independent business consultant (www.cgftoolkit.com) - my current assignment is ending over the summer so I've been heads down looking for my next role.

The Palisade isn't misprinted in every set, but it's bad in way too many - about 1 in 10, I think. Up to now I have been sending out replacement cards when I'm asked for them, because it's only been a couple of requests per week. Unfortunately I'm having to destroy playable decks to do it though, so if I start getting dozens of requests then I'll have to stop - sorry.

Cheers,

Ed Carter
Managing Director
Cambridge Games Factory
www.cambridgegames.com
YES! We'd love to see your game idea
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Chris Franka
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Re: Customer service question
Ed,
I got your kind email. Thanks for the explanation. I completely understand and appreciate your situation. I know you're not a huge corporate game company--you're a guy trying to make a living like the rest of us (and you like games like the rest of us). I can sympathize with being really busy. So I'm not unhappy in any way. Just the opposite--I appreciate your willingness to send me a replacement card out of a new deck (I was afraid that was going to be the case.)

For what it's worth, I'll get a lot of use out of it, as our group gets this to the table fairly frequently.

Ed, again, thanks for the reply and explanation and willingness to send the new card.
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Greg Cooksey
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Oh man, half my palisades have the bad art. I wouldn't mind having fixed art on them, but it's not a game-breaking problem by any means.

Great game, by the way!

 
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Geo
Greece
Athens
Marousi
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Speaking of customer support:

My game arrived today but some cards from one deck were missing, a few cards had bad scratches on their front and back, and the Palisades were missing their graphic.

I sent an email to Ed and in 5 minutes (!!!) i got a reply back saying that he will replace all missing/marked cards, even those slightly marked!

Considering that Cambridge Games is a small company, this kind of customer service is exceptional!
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