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So I ordered the legion of everblight summer bundle for a friend( we are deployed right now) when the box arrived it was smashed open and the collector dice were gone. So I emailed them and they told me they would send out some replacement dice. Fast forward 3 weeks and I get a box from PP open it and they had sent me the dice and EVERYTHING else I had initially ordered that had made it here ok. These guys really go above and beyond.

Not gonna lie, I was expecting sarcasm from the thread title.

Yeah, I'll be that guy here:

It took them 3 weeks? Seems like an awful long time.

Were it GW, it would have taken 3 days.


Automatically Appended Next Post:
But Most importantly: Get home safe.

 cincydooley wrote:
Yeah, I'll be that guy here:

It took them 3 weeks? Seems like an awful long time.

Were it GW, it would have taken 3 days.

The three weeks seemed legit considering where the guy is stationed . All of the CS stuff I've had to deal with on the GW side of things have taken 10 to 14 days.

To Afganistan? I doubt it.

 Alfndrate wrote:

 cincydooley wrote:
Yeah, I'll be that guy here:

It took them 3 weeks? Seems like an awful long time.

Were it GW, it would have taken 3 days.

The three weeks seemed legit considering where the guy is stationed .

Yeah yeah yeah

it gets shipped to an APO in the states then mailed out to a sorting facility then to us I have had mail take a lot longer to come then 3 weeks


Automatically Appended Next Post:
The fact of the matter is instead of just sending me the missing dice they sent me everything I had already ordered again so over 100 of free models.

I'm glad that they have gotten their act together since I had my issue with them.

Last time I ordered from them it only took four days to get to my house in Texas from Washington State and with free shipping to boot.

All in all, I was happy.

 CIsaac wrote:
Last time I ordered from them it only took four days to get to my house in Texas from Washington State and with free shipping to boot.

All in all, I was happy.

From my experience their shipping times vastly differ from when you order something vs. when you submit a customer service ticket.

They've totally caught up with the massive production demands and expanded to meet them. And their new missing parts system works. I'm really impressed with how they've handled their growth.

 frozenwastes wrote:
They've totally caught up with the massive production demands and expanded to meet them. And their new missing parts system works. I'm really impressed with how they've handled their growth.

Hey hey! And it only took 18 Months.

Of course they are obligated to replace the dice, but why would they also give you another set of the undamaged items? No company does this, it's a ridiculous loss to take. $100 of free product as an apology for a $10 mistake?

You people and your worship of PP is laughable, as is your willingness to believe every one of these exaggerated stories. Clearly the guy boxing your package made a mistake and sent you a whole new set, there's no way customer service would decide to throw $100 of free product your way because some dice were missing. You got lucky.

It is no longer GW, but PP fanboys who are drinking the kool-aid.

775B53 wrote:
Of course they are obligated to replace the dice, but why would they also give you another set of the undamaged items? No company does this, it's a ridiculous loss to take. $100 of free product as an apology for a $10 mistake?

You people and your worship of PP is laughable, as is your willingness to believe every one of these exaggerated stories. Clearly the guy boxing your package made a mistake and sent you a whole new set, there's no way customer service would decide to throw $100 of free product your way because some dice were missing. You got lucky.

It is no longer GW, but PP fanboys who are drinking the kool-aid.

Hey look!!! A GW White Knight!!!

Cause we all know that it is IMPOSSIBLE for companies to send free product to deployed troops. In fact, that has never happened and the OP is clearly either lying or the victim of a mistake.

I mean, it's not like a FLGS sent me 3 NiB armies with assembly tools and paints when I was deployed the first time FOR FREE ($1200 worth of product) just because I asked about a larger discount. That would be ridiculous.

Companies do nice things, and that's ok. Take a deep breath. This guys good fortune doesn't reflect poorly on you or rain on anybody's parade. It's just a good thing that happened. No need to try and shoot it down!

775B53 wrote:
Of course they are obligated to replace the dice, but why would they also give you another set of the undamaged items? No company does this, it's a ridiculous loss to take. $100 of free product as an apology for a $10 mistake?

You people and your worship of PP is laughable, as is your willingness to believe every one of these exaggerated stories. Clearly the guy boxing your package made a mistake and sent you a whole new set, there's no way customer service would decide to throw $100 of free product your way because some dice were missing. You got lucky.

It is no longer GW, but PP fanboys who are drinking the kool-aid.

GW sent me a 60 dollar Carnifex kit because a metal kit I bought (years after the thing had stopped being sold) was missing it's right leg. They could have said, "hey there is nothing we can do because that model is out of production." Instead they sent me a large box with a free kit in it.

Privateer Press may have had those bundles pre-set and the only way to get him the dice was to send the whole thing, or some guy screwed up. Several different reasons as to why it could be the way it turned out. The Op is just a guy telling people of a positive experience he had with a game company.

775B53 wrote:
Of course they are obligated to replace the dice, but why would they also give you another set of the undamaged items? No company does this, it's a ridiculous loss to take. $100 of free product as an apology for a $10 mistake?.

I've had a similar experience with Forge World. They failed to send me a package, and when I realized the package really wasn't ever coming, I called them, they saw there was some order entry issue, and they expressed mailed me my order and unexpectedly threw in a free kit as well that had a significant dollar value. So, I myself have experienced this.

This is good to hear*, as their customer service used to be terrible. Glad they've seemingly improved it!


*Note, I did not say, nor would I imply, that "This is great news!"

It's things like this that make a person a customer for life. In the grand scheme of things, it's a very small loss for the company, but it pays for itself over and over again as the recipient tells everyone he knows about the company's great customer service.

GW and Privateer Press both have great customer service, and while they certainly don't need to go above and beyond, they often do.

 cincydooley wrote:

 frozenwastes wrote:
They've totally caught up with the massive production demands and expanded to meet them. And their new missing parts system works. I'm really impressed with how they've handled their growth.

Hey hey! And it only took 18 Months.

Has it really been that long since things really took off for them?

I remember a frustrating few months where nothing I special ordered would arrive at the local store and the store eventually had to order directly from Privateer because distributors kept selling out. I remember emailing in some missing parts complaints and never getting them nor hearing back, so I'd claim again, but I think that issue is largely gone now. I certainly don't think it was 18 months of terrible, but a slow improvement over that time.



Automatically Appended Next Post:

775B53 wrote:

You people and your worship of PP is laughable, as is your willingness to believe every one of these exaggerated stories. Clearly the guy boxing your package made a mistake and sent you a whole new set, there's no way customer service would decide to throw $100 of free product your way because some dice were missing. You got lucky.

You do know that the original poster is in the military and stationed overseas, right? Lots of companies go above and beyond in their dealings with service personnel because they value their service to their country. It's also smart business because people in the military who are also gamers tend to be really into their games and will likely be repeat customers.

And it's not $100 worth of product. If a local store sells it for $100, then they got it from the distributor for $55 or so. And the distributor got it from Privateer for less than that, and Privateer manufactured it for even less than that.

Small price to pay for a lot of good will. Whether if it was Privateer or any other company.

Stories like that, and stories like this:

http://privateerpressforums.com/showthread.php?171229-Privateer-Press-you-guys-have-left-me-speechless

are what makes me happy to do business with PP.

PP's support of Foodmachine, Breast Cancer Brawl and Boost for a Cure is awesome.

I guess I can add to this. So awhile ago, I bought the TFG officer and Standard UA. I open it to see that the Officer's spear arm was missing. So when I got home, I sent a missing parts ticket on their website, got it approved and waited about 4-5 days considering I was not buying and asking for a replacement part. It gets here and there is the Officer's arm with a few extra bases thrown in. I am not sure if it was intentional or not, but I was a bit surprised and a little happy with it.

Safe to say I was happy with the outcome.

 Tanakosyke22 wrote:
I guess I can add to this. So awhile ago, I bought the TFG officer and Standard UA. I open it to see that the Officer's spear arm was missing. So when I got home, I sent a missing parts ticket on their website, got it approved and waited about 4-5 days considering I was not buying and asking for a replacement part. It gets here and there is the Officer's arm with a few extra bases thrown in. I am not sure if it was intentional or not, but I was a bit surprised and a little happy with it.

Safe to say I was happy with the outcome.

They probably do it to make it worth sending out. My most recent mispack was where I was missing a single plastic light Vector's kneepad. I got a few of them thrown in despite only needing one of them as the thing weighed practically nothing. Got over to ol' Blighty very swiftly too.

It took 4 weeks for Games Workshop to send me a replacement Finecast model. Which of course still maintained their low quality suckage. Slow to replace and replaced with a poor quality model...

Glad to know another company is a bit more on the ball with their customer service and providing a quality product. Oh, wait that's about every other miniatures manufacturing company out there now isn't it....

 Consul Scipio wrote:
It took 4 weeks for Games Workshop to send me a replacement Finecast model. Which of course still maintained their low quality suckage. Slow to replace and replaced with a poor quality model...

Glad to know another company is a bit more on the ball with their customer service and providing a quality product. Oh, wait that's about every other miniatures manufacturing company out there now isn't it....

I don't believe that for one second. Not a single one.

You can dislike GW, their prices, or their business practices, but their Customer Service is second to none. If you live in the US and you have a product problem, they replace it within a business week.






Automatically Appended Next Post:
Back on Topic:

It's good to hear that Privateer finally has their gak back together in terms of their customer service department. They were always pretty solid until they hit their "we have no product" 18-month period. I haven't had to use their new ticket system yet, but I am glad to hear it's working well.

 cincydooley wrote:


It's good to hear that Privateer finally has their gak back together in terms of their customer service department. They were always pretty solid until they hit their "we have no product" 18-month period. I haven't had to use their new ticket system yet, but I am glad to hear it's working well.

Agreed, their ticket system was even working during that 18-month drought. I had a krielstone bearer come with 2 right arms, filled out their ticket and got it in like 2 weeks.

 cincydooley wrote:

 Consul Scipio wrote:
It took 4 weeks for Games Workshop to send me a replacement Finecast model. Which of course still maintained their low quality suckage. Slow to replace and replaced with a poor quality model...

Glad to know another company is a bit more on the ball with their customer service and providing a quality product. Oh, wait that's about every other miniatures manufacturing company out there now isn't it....

I don't believe that for one second. Not a single one.

You can dislike GW, their prices, or their business practices, but their Customer Service is second to none. If you live in the US and you have a product problem, they replace it within a business week.

Sooooo, the exact same scenario is within the realms of believability happening to Kan with PP; but when GW does it....

 Grimtuff wrote:

Sooooo, the exact same scenario is within the realms of believability happening to Kan with PP; but when GW does it....

Absolutely. Privateer has a pretty clear history of replacement pieces taking between 2-4 weeks to arrive.

I've NEVER heard of or experienced it anecdotally from GW aside from this one comment here.


Automatically Appended Next Post:
Additionally, I'd be shocked if I got a replacement part from Wyrd on the first try. Every time I've had to, I've needed to email them to remind them I need the part 2 or three times. Doesn't mean I don't like Wyrd, just means I temper my expectations when I have a broken part.

That history is actually a big reason I haven't emailed them about the two broken legs on my Ramos Avatar. It's not pressing at the moment, and I know I'll have to babysit the service request.

Two weeks is pretty bog standard from PP in Canada. I usually get the notice that it's shipped, and then receive it a week later. For whatever reason, crossing the border in standard mail usually ads 3-4 business days to the ship time.

 Grimtuff wrote:

 cincydooley wrote:

 Consul Scipio wrote:
It took 4 weeks for Games Workshop to send me a replacement Finecast model. Which of course still maintained their low quality suckage. Slow to replace and replaced with a poor quality model...

Glad to know another company is a bit more on the ball with their customer service and providing a quality product. Oh, wait that's about every other miniatures manufacturing company out there now isn't it....

I don't believe that for one second. Not a single one.

You can dislike GW, their prices, or their business practices, but their Customer Service is second to none. If you live in the US and you have a product problem, they replace it within a business week.

Sooooo, the exact same scenario is within the realms of believability happening to Kan with PP; but when GW does it....

Bear in mind my problem was not with replacement products and was at least two years ago.

My problem was that I got double-charged for a 'Starter Set' that they were selling during the summer and despite ordering right at the start of the sale I did not clear the problem up until the fall.

During that timeframe I was not getting emails answered or phone calls returned. It was not until I posted on Twitter and their official forums that I was able to resolve the situation.
A few months after that though they hired quite a few more customer service reps.