What has been your experience with Phalanx Games? I was missing the grey scoring marker so I contacted Mayfair that informed me Phalanx was managing the remplacement parts for this co-production.
So I first contacted Phalanx customer service on June 6th (no answer). followed up on June 17th and Pat Braun from Phalanx replied he would send one the next day.
We are September 15th and still no sign of the replacement part, plus they haven't responded to my 3 emails since.
Are they always that bad? This is clearly the worst customer service I received in the boardgame industry.
In the past, I had to contact Z-Man who has been fantastic and Mayfair that quickly resolved the situation. I'm really disapointed with Phalanx.
I recently bought Stronghold from Phalanx using the BGG marketplace (early/mid september). I asked Pat some questions and he answered swiftly. I tranferred the money and the game was send to me. No trouble so far.
However when i received the package containing the game i noticed a rather large dent on the outside of the package. I opened it up to find a copy of Stronghold that was terribly damaged. One side of the box was totally ripped open. I could see the contents inside the box without having to remove the cover. Even the board itself (inside the box) was slightly damaged.
The thing that annoyed me most about this, was that Phalanx didnt do anything to protect the game. No bubble wrap, no foam protection, nothing. It was losely wrapped in some flimsy paper and put into a oversized box. I think this is inadequete for international shipping.
Anyway, i took pictures of the damage and mailed Pat to see if he could come up with some solution to this. It's been almost three weeks now and i haven't heard anything. I even send the mail a second time in case it got lost, spam-filtered etc.
The damage isn't even all that important to me. What i can't stand however are companies that disregard customers once a sale has been made. I will stay away from PGG from now on. This level of customer service is just unacceptable to me.