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Subject: does Wizkids replace missing components? rss

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Tim Taylor
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About 2 weeks ago I bought a new Mage Knight game that's missing crucial bits.

Promptly went to the Wizkids replacement page, created an account, listed the items I needed, provided a copy of my receipt for purchase, and then nothing.

How long does it usually take to get an acknowledgement that they received my request?

Is there anyway to contact them?

Have other people gotten replacement parts? How long did it take?

Should I contact the retailer and try to involve them in this (one-sided) process?

Thanks for any help you can provide.

TT
 
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Victoria Osborne
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Wizkids is very good at replacing components, if you look under open tickets you can see if your components have been processed. They will notify you and you will come home someday to a little box with your missing pieces.....sometimes they get bogged down especially after a big release when a lot of little stuff pops up but they will help you out and do it with a smile.
 
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Chris Berry
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Have you logged back into their website to review your order? I know when I have done replacements with them they would approve the order and not sent any email notifications to that effect. If it still isn't approved there should be an email for 'international' replacement issues. Drop a line there, they are pretty good about responding.
 
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Tim Taylor
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Yes, I log back in every few days.

Same message as always.

They have received my receipt for purchase.

Other options include deleting my receipt and uploading a new one (???)

The status of my "package" is "received" same as on the first day.

What irks me is that I cannot play this game until I get the missing bits. Can't even trade the game since it's missing parts.

This was my first purchase of a Wizkids product. Probably my last too.
 
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Paul Grogan
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In this case, I would try and return it to the shop and get another copy. Let them sort it out.

What parts are you missing - there may be something that we can do to help you out in the short term.
 
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Tim Taylor
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Thanks for the suggestion, but the online retailer is all out of copies. Besides, I wouldn't want to have to pay for shipping this large and heavy game.

The absence of any method of communication with Wizkids is quite surprising. I've never encountered a publisher that could not be contacted. I can't think of any good reasons a company would not want to be contacted by their customers...

It doesn't fill me with hope.

I guess I'll contact the retailer and maybe they can help me get the ball rolling.

I'm concerned about this 90 day window of opportunity for replacement parts. If Wizkids runs out the clock I'm SOL...
 
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Nite Wolf
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Herr Niemand wrote:
I'm concerned about this 90 day window of opportunity for replacement parts. If Wizkids runs out the clock I'm SOL...


You did contact them within those 90 days, therefor it should count as you having made your move in time. While my law education only covers the European area, given what I heard from some folks from the States I studied with a while back it's similar there and I would be surprised if that turned out to be the problem.

Then again Wizkids has a rather mixed rep in that regard, so you never know. For what it's worth, I got replacement parts relatively quickly while others had their replacement order on hold for a rather long time but then did get it after all.
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Ilias Sellountos
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Don't forget that sometimes the time it takes to replace parts is affected by the availability of said parts.
 
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Paul Grogan
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The only 1 person I know about who had to wait more than a few weeks was because the part he wanted replaced was out of stock. Everyone else gets them replaced in a lot less time than that.
 
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Jan-Willem Schmidt
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Well, let's see how long it takes to replace a card. My copy of the game I bought this month is missing spell card 20.
 
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Gutripper
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submitted replacement request 12 Aug, dispatched on 26 Aug... awaiting delivery
 
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Tim Taylor
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A little follow up.

After posting this thread I was contacted by a Wizkids representative who expedited processing of my replacement bits. Those bits arrived today.

He also asked me to not mention his contact info to anyone else - a very bizarre request from a customer service rep, if you ask me.

A question immediately springs to mind, "Why would any company want to avoid being contacted by their customers?"

 
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Paul Grogan
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My guess is that the 'rep' probably has a full time job at WK and might have just been helping out a bit if they were busy. By giving out his contact information means that he'll get inundated with direct requests for things when he should be off doing more important stuff

Now, if he'd been clever, he'd have just given them a false name. Preferably someone in the next department who he doesnt get on with. Thats what I do all the time.

Yours,

Dave
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Gutripper
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So I received my replacements today, which given they were sent from the US to the UK was fairly speedy

However....

out of 20 tokens

2 were missing (I think confusion regarding the Orc tokens as I could only make one entry, but assumed it meant both tokens would be replaced as it says "Game should have 2" and didn't allow me to change quantity to 2 or add another entry)

of the 18 tokens received 16 were reverse stamped again...

So now I need to contact Wizz Kids about it. Anyone know their email I can't seem to find a standard customer support email on http://wizkidsgames.com/support/

Thanks for your help!
 
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Chris Berry
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Gutripper wrote:
So I received my replacements today, which given they were sent from the US to the UK was fairly speedy

However....

out of 20 tokens

2 were missing (I think confusion regarding the Orc tokens as I could only make one entry, but assumed it meant both tokens would be replaced as it says "Game should have 2" and didn't allow me to change quantity to 2 or add another entry)

of the 18 tokens received 16 were reverse stamped again...

So now I need to contact Wizz Kids about it. Anyone know their email I can't seem to find a standard customer support email on http://wizkidsgames.com/support/

Thanks for your help!


Sending a message to wkprodreplacement@gmail.com will get you contact with a human at wizkids.
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Gutripper
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delewobmesid wrote:
Gutripper wrote:
So I received my replacements today, which given they were sent from the US to the UK was fairly speedy

However....

out of 20 tokens

2 were missing (I think confusion regarding the Orc tokens as I could only make one entry, but assumed it meant both tokens would be replaced as it says "Game should have 2" and didn't allow me to change quantity to 2 or add another entry)

of the 18 tokens received 16 were reverse stamped again...

So now I need to contact Wizz Kids about it. Anyone know their email I can't seem to find a standard customer support email on http://wizkidsgames.com/support/

Thanks for your help!


Sending a message to wkprodreplacement@gmail.com will get you contact with a human at wizkids.


Thanks Chris!
 
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Gutripper
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Well it seems Wizzkids will just resend reverse stamped tokens as replacements which made the whole exercise of asking for replacements completely pointless

I got this answer back from them already

"We can't replace the tokens as you requested because that is not what we have available to send. "
 
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Jan-Willem Schmidt
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I received my spellcard today! Thank you wizkids.
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