I have seen other forum messages about Plaid Hat games and their outstanding customer service but today I got to experience it myself.
I have been trying to get the game ready for Christmas and have been painting the miniatures (poorly I might add ) and last night finally sat down to sleeve the cards. I noticed some of the cards had an indentation on them and one had a right angle crease that looked like it could have been from something heavy sitting on it.
I wrote to Plaid Hat games and provided the details of the damaged cards. Because I believed there was a possibility that the damage was my fault I requested information on how to purchase new cards. Instead of receiving a generic response email, which would have been fine, I received an email from the CEO Colby Dauch offering to replace the cards.
All I can say is amazing. I have been saving for Mice and Mystics as a Christmas present and this email message made my whole Christmas season. It is rare to find this kind of customer service and I for one am very impressed.
I made a similar request to another company in the past because of damaged components that were obvious manufacturing defects and never received a response to my email..Nothing at all..not even a computer generated message! Great games + great game company = loyal customer. A simple formula that other game companies could learn from.
I meant to post something as well as I just received my new copy of a promo card the other day in the mail. One of my original promos got pretty messed up in shipping and Colby handled the replacement himself and it arrived in a hard plastic sleeve for protection.
Colby is great. It seems like he works really hard and has a dedication to great, personal customer service. My copy of Mice & Mystics came without either a spider or a centipede mini, and they've since been provided to me at no charge and very quickly.
Great service and amazing products are why I'm a Plaid Hat fan, and why I show off and recommend Summoner Wars to literally anyone who'll listen
I'll second that! I was missing part of one mini (got the base, but not the mini ON the base). I emailed the company this morning and in less than an hour I got a) a reply from Colby that they'd send me another one) and b) a tracking code for the package that is on its way.