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Subject: A++ Customer Service from Queen Games for Fresco rss

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Shawn Kirkham
United States
Graham
North Carolina
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I needed some replacement parts for some defective meeples for my Fresco game and I have to say, Queen Games came to the rescue and quickly! I emailed them last week about 5 meeples that were deformed and needing replacement, they asked me which colors and which ones, and once I responded back I had these in my possession in about 5 days! Really quick great customer service!!! Kudos to the team at Queen Games!!!

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Ivan Yeo
Singapore
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May I know who did you email? I've send 2 emails to them since January regarding the missing Blending table cards, I have yet to receive even a single email acknowledgement from them.

Very disappointing. It is definitely a F-- for me here.
 
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Shawn Kirkham
United States
Graham
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I emailed the staff at these email addresses:


s.alef@queen-games.de
r.gupta@queen-games.de
s.herder@queen-games.de
b.haasbach@queen-games.de
a.schroeter@queen-games.de

Which I found on thier web site at this link:
http://www.queen-games.de/index.php?id=8134

If I remember right, it was Sigfried who actually got this quickly done for me.

Good luck.

-Shawn-
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Bryan Jensen
United States
Layton
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I had a similar problem with broken Fresco pieces. Queen never acknowledged my email till after the pieces already arrived -- which was about 10 days after I first wrote them. It was handled by a Sabrina Becker. So praises for their prompt shipping. I just regret sending them a few emails to different addresses because they never acknowledged the original one I sent.
 
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Ivan Yeo
Singapore
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Someone from Queens Games have just contacted me after reading my post here and is currently assisting me. Credit must be given to Queens Games for reading and responding to my post here. Thank you!
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Shane Walsh
Australia
Adelaide
South Australia
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I had a problem with missing pink cubes and a deformed "apprentice" piece . E-mailed and had them within about 10 days - to me in Australia ! Couldn't speak more highly of Queen's response ...
 
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Gabriele Pezzato
Italy
Padova
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I also contacted QG for the missing Blending table cards (a common problem, it seems). Since it is not clear who you are supposed to contact, I sent an e-mail to all their addresses on the website (sorry, QG, for the annoyance ) and I quickly received a very nice reply by Rajive Gupta (r.gupta@queen-games.de), so I suggest his address if you need assistance. Great customer service for me!
 
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Justin J Stark
United States
Omaha
Nebraska
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I too was missing the special blend cards. I emailed Queen Games (I just sent the email to one address although I don't remember which) and they sent the cards right out. Thank you so much Queen Games.
 
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Rocky Ayers
United States
Unspecified
Illinois
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I have been trying to get Queen games to send me the missing purple cubes from my game since January. Just sent an email to all of the folks listed in Shawn's post. Hopefully that will do the trick.
 
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Michael Collarin
United States
Charlotte
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That's great news on the prompt response and customer service, but it seems QG needs some better QC!

This game has climbed my want list and now I have some mixed feelings. On the plus side, it seems if there is an issue with what shouldn't have been an issue to begin with, the issue will be rectified in a reasonable amount of time.
 
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Shawn Kirkham
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Graham
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MCOLL81 wrote:
That's great news on the prompt response and customer service, but it seems QG needs some better QC!

This game has climbed my want list and now I have some mixed feelings. On the plus side, it seems if there is an issue with what shouldn't have been an issue to begin with, the issue will be rectified in a reasonable amount of time.


It's not uncommon for publishers to have parts that may be missing or defective. I've seen it published many times about some of the biggest ones out there like ZMAN games, etc...

But, I would say every one of them that I have seen have made good on the missing or defective pieces.

Unfortunately we can run into time issues or possibly even language barriers.

Just an FYI> I have had to post more than one email to several publishers to get something resolved, but all of them eventually made it right. So, when the first time does not resolve an issue...try try again.
 
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Ivan Yeo
Singapore
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Just an update, have received the missing cards in the mail. It was however send to my neighbor instead (Queens Game wrote '8' instead of '6' for my unit number).

Thanks once again!
 
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Wesley Kinslow
United States
Piperton
Tennessee
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I'm trying to get some of my aprenticeeples that didn't come in the original - already sent a mail to customer service.

Thanks for the info, guys!
 
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The Broox
United States
Arlington
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I also got a copy that was missing the blending cards. I emailed the generic info email address found on the company's web site. What tends to be the turn around on that email address from peoples experience?
 
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Franky Franky
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I've sent a mail to S.Herder@queen-games.de and i got a VERY quick reply that they will send me the blending cards!
REALLY GOOD SUPPORT from Queen Games!
 
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S P
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Zionsville
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When I purchased Fresco, I had several meeples that were deformed (some where just the top or bottom half...). I sent requests to those same email addresses but never heard back from anyone.

I am glad that you received great customer service but it seems to be far from the norm judging by the number of posts I see talking about their terrible customer service. I do my best to avoid purchasing games from them and instead try to get the games I really want through trades so I know what is coming in the box.
 
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Franky Franky
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I've got my replacements today!!!! (aver sending a second mail)
@shawn price:
just resend the mail to all of them. Hope it will work out!
 
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S P
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Mefilas wrote:
@shawn price:
just resend the mail to all of them. Hope it will work out!


I ended up trading the game away so it is no longer an issue for me, but before I traded it, I followed up twice on my initial email messages without ever getting a response.

Hopefully the recent success of people with their customer service means that Queen games is now taking better care of their customers.
 
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ketigid ketigid
Singapore
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I have also requested for replacement parts for some damaged meeples and the respond came within 3 days and the parts within the next 10 days. Superb customer service from Queen Games.
 
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Michael Longdin
England
Crawley
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3 emails so far and no response. So I guess the OP's A++ and my E-- customer service ratings average out at a C?
 
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daniele daniele
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A++ for me. I missing blending table arrived this morning.
 
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Michael Longdin
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Well it took many emails (and I still never got a reply) but it was a pleasant surprise to find the missing cards in the post yesterday so glad to see Queen didn't ignore my mails altogether. Rating changed to B+
edit: spelling
 
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Alexandros
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Yesterday I sent an e-mail to info@queen-games.de regarding a defective apprentice meeple and to day I received a reply from Marie-Theres Averbeck - m.averbeck@queen-games.de that they will proceed to sending a replacement in the following days. It was a great service so far!


NOTE: Their reply was thrown into my spam folder for some reason.
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Gheorghe Alexandru
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Got my Fresco game and at the setup i noticed i was missing an apprentice.
Saw this thread and sent an email to info@queen-games.de this morning (25.07) and to my surprise i got an answer 10 minutes ago
So answer time was under 12 hours.
Mail came from Marie-Theres Averbeck and its a confirmation they are emailing me the missing piece.
Thumb up for Queen Games.
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David K.
United States
Pflugerville
Texas
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lordmethos wrote:
they are emailing me the missing piece.


That's got to be a neat little trick...
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