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Betrayal at House on the Hill» Forums » General

Subject: WOTC is going to replace the warped tiles. rss

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Michael Fralish
United States
Putnam Valley
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Per the customer service email I received this morning...

"I apologize for the frustration this caused but I do have good news for you. We are going to receive corrected-straight replacement tiles that we can send to you once we receive them in. I have already placed an order to send you some of these tiles when they arrive. I do not have a time frame as of right now but we will send them out to you as soon as we can."

Yay!
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David Jackman
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fralim wrote:
Per the customer service email I received this morning...

"I apologize for the frustration this caused but I do have good news for you. We are going to receive corrected-straight replacement tiles that we can send to you once we receive them in. I have already placed an order to send you some of these tiles when they arrive. I do not have a time frame as of right now but we will send them out to you as soon as we can."

Yay!
???! Woo, i can buy this game now.
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David Johnston
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What about those who have already asked for replacements weeks ago?

I hope they are waiting to send everyone the corrected tiles, and not just the same ones we got in the first place. I emailed them a week or two ago and my response was much different than the one you got.
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davidj8580 wrote:
What about those who have already asked for replacements weeks ago?

I hope they are waiting to send everyone the corrected tiles, and not just the same ones we got in the first place. I emailed them a week or two ago and my response was much different than the one you got.
same here.
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Todd
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Are they going to set up some kind of claim system or only shell out when they need to?

Should I just send a complaint to customer service?
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Kevin Shillinglaw
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xjohncandyx wrote:
Are they going to set up some kind of claim system or only shell out when they need to?

Should I just send a complaint to customer service?
Same questions I have.
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Mark Daniels
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And hopefully its not just US customers.
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Keith Matejka
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I just got my replacement tiles yesterday, and they're the same thin cardboard that the original ones were.

Hopefully, I can get the thicker ones.
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Peter Brichs
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I mailed customer service via the form on their website this morning, and this evening I got this response:

Quote:
I have placed an order for your replacement product and you should receive it within 7 to 10 business days. If you are an international customer, it may take up to 15 business days depending on your location. We really appreciate your patience in this matter.
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Michael
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Would gluing two tiles together possibly work?
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Wayne Pierce
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This is the response I received within 24 hours of notifying of the leaning tower of room tiles:

"I have placed an order for your replacement product; however, there will be a delay of shipment as a new set of straight sheets (tiles) are being printed. It may take up to 8 weeks, but expect them sooner.

We greatly appreciate your patience and understanding as we resolve this matter,
We would appreciate your feedback on the service we are providing you. Please click here to fill out a short questionnaire."
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David Johnston
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Brichs wrote:
I mailed customer service via the form on their website this morning, and this evening I got this response:

Quote:
I have placed an order for your replacement product and you should receive it within 7 to 10 business days. If you are an international customer, it may take up to 15 business days depending on your location. We really appreciate your patience in this matter.
That's the same response I got, on October 25th.
 
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Benjamin Maggi
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They told me weeks ago that they would send me replacements but haven't yet. I hope this is the reason why! I will be thrilled if they new replacements are of thicker stock.
 
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So i e-mailed them again today and got this response:

"Thank you for contacting Wizards of the Coast! I have checked our replacement records and it looks like we are holding onto your order until we receive the new tiles that do not have the warping issue. As soon as we receive the tiles we will get them shipped out to you."

Huzzah!
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Scott Nunemaker
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Here's what they are saying now...
"I have placed an order for your replacement product and you should receive it within 3 to 5 weeks. If you are an international customer, it may take up to 8 weeks depending on your location.

We really appreciate your patience in this matter."

Fingers crossed.
 
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Stephen Williams
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I expect the replacement tiles will be the same thickness as the current ones. As long as the warping issue is resolved, however, I don't think this thickness is too bad.

Also, I have a hunch about the black plastic tray liner. I would advise people with warped tiles to get rid of that (or at least set it aside for a couple weeks and see what happens.) See this other thread regarding that discussion: http://boardgamegeek.com/thread/582896/great-news-about-warp....

I honestly have no idea if static electricity can cause this kind of warping, but I could believe it's true. I imagine it would suck to get fixed replacements only to have them warp again due to that.
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Peter Brichs
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Latest info...I asked about a timeframe, and whether the character sheets would be replaced also.

Quote:
We don't have a timeframe for when we will receive the shipment of improved tiles, however I show that your order has been placed to replace all the tiles for Betrayal at House on the Hill. As soon as we receive the shipment your order will be given a priority to be shipped right away. Thank you again for your patience in this matter.
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Todd
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Thank you for providing that information. Currently, we are awaiting a new shipment of "improved" pieces that should not warp. We don't have a timeframe for when we will receive the shipment of improved tiles, however your replacement pieces order has been placed and as soon as we receive the shipment your order will be given a priority to be shipped right away.

Standard answers for everyone
 
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Chris Miller
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I received the same response I'm just glad they are doing something about it - waiting is no problem.
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Bryce K. Nielsen
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Why do I have a feeling they're just going to send out a new packet of the same tiles, and they will continue to warp? I'm going to wait until after some of you have received your replacement tiles to complain and see if the warping was fixed...

-shnar
 
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Max Maloney
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shnar wrote:
Why do I have a feeling they're just going to send out a new packet of the same tiles, and they will continue to warp? I'm going to wait until after some of you have received your replacement tiles to complain and see if the warping was fixed...
One theory was that the tiles warped because they were packed in a wet/humid environment. If that's so, they could fix the packing conditions without changing the actual tile size/construction and it might still fix the problem.
 
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Jonathan S.
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After reading this and other threads i checked my opened-but-yet-unplayed copy of Betrayal at House on the Hill and indeed noticed some severe warping.

Encouraged by some posts here, I contact WotC customer service. I got an answer less than an hour later asking me for some minor additional information and when i answered to this message, i got another email again less than an hour later to confirm that the replacement order had been placed and to expect the tiles replacements to be shipped as soon as they get them.

I got a shipping estimate of 8 weeks but i believe it is their standard for international transit. Being in Canada, i expect shipping to be a wee bit shorter hopefully.

Along with FFG this was probably the easiest and shortest replacement request i ever had to deal with. I don't agree with everything WotC does but in that case customer service was top notch, clear, short, polite and helpful.
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David Johnston
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I had placed my complaint on October 25th. I recently sent them two follow up emails just to see what the status of my order is. They said they're waiting until they get the new, improved tiles before they send mine out.
 
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Troy Nies
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Same problem, similar responses from WotC. I have to say I had super fast response time. I wrote the email around 1:30 a.m. and received an email around 8:30 a.m. A couple of follow-up emails with contact information and so on, and they will be replacing the tiles. Great service. I have to wonder though, this has to be an incredible expense and loss for the company - unless the printer is fessing up on some sort of die/drying mistake and WotC is not out. One wonders what the impact of such a error will have. Considering how popular Betrayal is and the length of time a reprint took, I wonder if there was a collective hand to the forhead moment at WotC when they relized they had to replace everyones' tiles...

Food for thought.

Also too, it's one thing that this happens to a 'larger' company like WotC/Hasbro, but if it happened to a small start-up trying to get their first game off the ground - it would spell disaster. I wonder what sort of impact this will have (if any) on their desire to do reprints of games or even new ones for that matter. I.E. expect delays with release dates on upcoming projects, etc.
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Brad Miller
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Yeah, some Hasbro exec is saying, "See I told you reprinting that dumb game was a bad idea. I don't care how much they were going for on eBay, we're not making any money on this..."
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