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Let me start by saying my interactions with Battlefoam have been generally positive. The salespeople at the various cons are always courteous, helpful and enjoyable to interact with. In the last couple of years I’ve managed to purchase 6 different bags and god knows how many feet of foam but, my recent warranty request to repair a faulty leg on my 1520 has me very disappointed.

While loading a 1520 into my car at Adepticon this year, one of the plastic legs broke under what I would reasonably consider normal and acceptable usage. When I called Battlefoam to inquire about the warranty and report the problem I was told that if I wanted the problem resolved, I’d have to purchase a set of replacement legs and install them myself or glue the leg back on. Now, I don’t really have a problem with needing to do the work myself but, I do take issue on an ethical level with having to purchase a replacement part at my own expense and I don’t consider gluing a leg back on to be an acceptable solution when a product (which isn’t exactly cheap) is sold with a quality guarantee.

To be fair, I do own quite a few Battlefoam products as do many of my friends and I consider it far and away to be the best product in this market space. In the past couple of years I’ve been using their product I’ve never seen a problem like this come up… I don’t believe this problem to indicative of the quality of Battlefoam products but, I do believe this to be a rare case in which a bag was sold with a defective part.

That being said, I’m more than a little disappointed with the way Battlefoam’s customer support has handled this issue. I don’t know that I would go so far as to not recommend the product to prospective buyers but, the quality of their customer service is definitely something to consider when making a purchase.

I’m not typically one to complain but, this whole ordeal has been very frustrating and I thought I’d share my experience.

Your assuming they believe you broke it in an acceptable manner.

They are assuming you didn't.

Unfortunately the burden of proof is on you. Same as any other company except GW! The only company I know which blindly sends replacements out...which I'm grateful for.

I know what you mean though I bought FW dreadnaught droppod foams from them which were too shallow. I sent pics with a video IOT get them to send me a deeper foam. They told me to rotate my pods as if I was balancing them on the fin to make it look shallow instead so I could finagle new foams.

I was kind of insulted they thought I was too stupid to rotate the pods (really...i mean come on), or was angling for free stuff so I called again. They relooked my email and 24hrs later they said they were sending me replacements and fixing the error for future customers.

What I don't understand is how either there was a faulty batch made or I'm the only one to give feedback. So in terms of rating their customer service I guess I give a B. I'd have given an A had they taken the time to really look at my pics and video the first time. But if I turn the tables and was infuses role I could see myself making similar mistakes or having had delt with other dumbasses telling them to rotate the model becoming typical advice.

I can certainly understand the whole burden of proof bit but, if it's a rare occurrence and you're working with a customer who's already bought 6 bags, should you really force them to jump through 27 different hoops to get a $5.00 replacement part? I don't know that I could treat my customers that way. It's a real shame.

Yeah I can understand the 6 bags, not cheap, sense of entitlement. Its a lesser version of the I bought a 30K$ car and you want me to pay for the flimsy plastic clip that just broke? It's a .25 cent part your charging me 20$ and 25$ for instalation...

Battlefoam might care to think in those terms as it's stuff like that which drives customers to other companies. Heck that is why I have 0 customer loyalty and try to put the screws in car dealers and the like whenever possible.

I wouldn't call it a sense of entitlement... the bags are sold with a 1 year warranty. It's something that's factored into the cost of the bag.

I was considering Battlefoam but now I'm glad I looked at their Quality Guarantee. While not bad, it's not what I want to go through if there is a problem.

For fun I checked Sabol and they apparently only stand behind their product for 10 days. Makes Battlefoam much more appealing in that regard.

But I think I'll stick with GW cases even if they aren't optimal. They've been good and if I have a problem I feel comfortable GW will stand behind the product and if they want it back they'll pay to take it back. <-This is an assumption, I've never had a problem with one of my cases from GW so never called them about it.

If it's under warranty they should really repair it themselves (or send you the part and let you do the repair if you'd rather - though that would likely invalidate any remaining warranty, but it'd be quicker).

Sometimes companies get flooded with claims that are - unlike yours - quite frankly bogus. Because the 'customer is always right', it's often true that people are only too ready to exploit goodwill. This can have unfortunate results for genuine customers like yourself as the compamy will tend over time to regard all claims as questionable (time spent handling returns can amount to considerable percentage of man hours for a small company and frivolous or fraudulent claims can exacerbate this to unmanageable levels). Let me reiterate, this claim seems entirely fair. But there's so many people out there who do defraud companies (be it by adding a little onto an insurance claim to compensate' for the excess, or by returning a 'leaking' waterproof jacket and expecting an on the spot replacement, or whatever) that even the most reasonable companies - especially in fact the more reasonable companies tend to begin to question all returns unless they're big enough to just refund/replace willy-nilly which is seldom the case for wargames accessories companies like Battlefoam. So yes, the cost is factored in - but that's based on a reasonable returns rate. Folk who've made fraudulent returns will cut right into that. genuine customers and the company both lose out.

I've worked for companies that make it hard for customers to return their products. Never once has that been a good company overall. that's changing though...

Companies that experience high returns especially with high cost items (ie: Apple) have learned to offer "accident protection" or in the case of Apple they offer "Apple Protection Plus" which people pay extra to get. A lot do pay for it too. There is a formula to figure out the profit point for doing something like this so it's not like they're just guessing or even doing something unique to them. The act of someone buying this extra special protection product in itself reduces the likelihood of a scam being pulled on them too, so they can still be jerks for standard returns but extra special nice to those who paid for it. The likelihood of the extra special insurance being purchased goes up with the cost of the item. Note that this product is different than the standard extra warranty product typically offered at purchase. I'm referring to premium protection products.

Yeah but a small company suffers far more because their margins are less. You'r enot dealing with WalMart or Apple hear, you're dealing with a fairly small company that people do exploit (I recently heard two people at a tournament discussing the best way to damage a bag - not Battlefoam - to try and claim a new one under warranty. From what they were saying it seemed an accepted thing in their circle, much like - I suppose - people regard a little insurance fraud as acceptable).

Should this bag have been repaired? Sure. But there is another side to things, and that is a significant minority of people who do try to rip companies off and who can turn a small company who delivers excellent service on returns into one where genuine returns are over-scrutinised because of other customers abusing the system.

Professionally, I work as a Network Analyst and in my line of work I occasionally run into problems that require warranty work (faulty routers, failed hard drives, etc.). It's been my experience that getting this sort of thing taken care of isn't much of a hassle these days. Most companies that offer a warranty will stand by it without issue.

Anytime a customer makes a warranty claim there is always the risk that it's fraudulent but, that's just the nature of the beast. If your business is going to maintain a positive reputation you kind of have to take the customers word for it. If you're not willing to do that... don't offer or advertise a quality guarantee. Treating the customer like a criminal seems like a poor way operate.

And just to reiterate, I wasn't asking for a replacement bag or anything insane. I was simply asking for a new set of plastic legs which I was willing to install myself. I really don't know what someone would do with a bunch of fraudulent 1520 bag legs?

Here is a link to our quality guarantee: https://us.battlefoam.com/pages/Quality-Guarantee.html

Within this link you will find information regarding our warranty on bags:
“There is a 90 day guarantee on all bags found to be defective due to manufacturing defects. Bags deemed defective can be exchanged for the exact matching product. Shipping and handling charges will not be reimbursed; however, Battle Foam® will ship the replacement bag at no extra cost. Customers who purchased their bag from their Local Friendly Game Store must have a valid receipt of purchase and must show a date no later than 90 days to qualify.”

Since the bag was purchased past this time frame, then you would qualify for the limited warranty.
“There is a 1 year limited warranty on all bags no matter where they are purchased. In this case, the customer may fix the bag locally. Battle Foam will gladly refund the cost of the work done to the bag to correct any rips or damage caused by faulty straps or other general problems. Only customers that provide a valid receipt will receive a refund for any corrections or repairs done to the bags.”

Please note that though the bag was purchased a year ago, we are willing to take care of the costs if you fix it locally. Very rarely do we hear of broken pegs on our bags, but we do have replacement parts for sale that we would gladly assist you with installing. As a company we have no way of knowing how the peg broke off, but we are still here to help. We are not ignoring your problem in any way and are only trying to help you with a solution per our policy.

This attitude from BF CS doesn't surprise me. This is one of several complaints about BF on Dakka (several are about their CS actually). I have no qualms with the BF product. I actually do believe that it is one of the best "army transport" options we have. The durability of the product is well reported. They are expensive as sin. If the durability isn't needed then there are several other cheaper options that will suit your needs just fine.

That said, I will maintain my boycott of BF products based solely on the attitude of the company and those involved with it. <text redacted - you are welcome to your opinion, and to your position, but I'd ask you to be VERY careful of a) categorizing all of any company's employees in the way you did; or b) offering your opinions on whether certain activity is or is not criminal. --Janthkin>

To the OP, I am glad that you seem to have gotten the issue resolved after the second call and I hope that your replacement parts hold up better than the originals did.

I really appreciate the response and I'm really not trying to cause a hassle. My wife and I spent several hours trying to locate a store that repairs luggage. As I said on the phone, we couldn't find one reasonably close to where we live. If you could locate one in my community for me I'd happily bring it over to them, pay for it myself and forward on the receipt but, logically, it seems a whole lot easier to just send the $5.00 part, no?

Nevermind...

Eric

Kurros wrote:I really appreciate the response and I'm really not trying to cause a hassle. My wife and I spent several hours trying to locate a store that repairs luggage. As I said on the phone, we couldn't find one reasonably close to where we live. If you could locate one in my community for me I'd happily bring it over to them, pay for it myself and forward on the receipt but, logically, it seems a whole lot easier to just send the $5.00 part, no?

You do realize that Battlefoam itself doesn't actually just have a bunch of spare parts laying around, right (they don't build each bag themselves, they have them built)? So unfortunately it wouldn't be feasible for them to just have the spare part lying around sadly.

I've already spoken with them... they do have the part... as stated in the post above.

KyleBattleFoam wrote:Here is a link to our quality guarantee: https://us.battlefoam.com/pages/Quality-Guarantee.html

Within this link you will find information regarding our warranty on bags:
“There is a 90 day guarantee on all bags found to be defective due to manufacturing defects. Bags deemed defective can be exchanged for the exact matching product. Shipping and handling charges will not be reimbursed; however, Battle Foam® will ship the replacement bag at no extra cost. Customers who purchased their bag from their Local Friendly Game Store must have a valid receipt of purchase and must show a date no later than 90 days to qualify.”

Since the bag was purchased past this time frame, then you would qualify for the limited warranty.
“There is a 1 year limited warranty on all bags no matter where they are purchased. In this case, the customer may fix the bag locally. Battle Foam will gladly refund the cost of the work done to the bag to correct any rips or damage caused by faulty straps or other general problems. Only customers that provide a valid receipt will receive a refund for any corrections or repairs done to the bags.”

Please note that though the bag was purchased a year ago, we are willing to take care of the costs if you fix it locally. Very rarely do we hear of broken pegs on our bags, but we do have replacement parts for sale that we would gladly assist you with installing. As a company we have no way of knowing how the peg broke off, but we are still here to help. We are not ignoring your problem in any way and are only trying to help you with a solution per our policy.

Can I ask you an honest question? How many bag repair shops exist locally in your community? My zip code is 53177... if you can find one, I'd be happy to go over there.

It seems as if this is a policy designed to be near impossible to redeem. You're pushing your customers to either give up or, pay you additional money to buy a replacement for the faulty part. Yes, you have no way of knowing how the peg broke off but, you can say that about any repair that needs to be made under the guidelines of your quality guarantee. It may be the company's policy to treat consumers this way but, maybe it's time to reevaluate that policy?

I'm really not sure what it is you think your customers are going to do with the replacement parts... it's not like I'm trying to build a treefort out of them.

As you've stated, you have the part needed in stock... you have a quality guarantee... my bag is still within that 1 year time frame... this treatment is way unnecessary.

Kurros wrote:
Can I ask you an honest question? How many bag repair shops exist locally in your community? My zip code is 53177... if you can find one, I'd be happy to go over there.

The power or Google:
http://www.google.com/search?q=zip+code&ie=utf-8&oe=utf-8&aq=t&rls=org.mozilla:en-USfficial&client=firefox-a#hl=en&client=firefox-a&hs=rvC&rls=org.mozilla:en-US%3Aofficial&sclient=psy-ab&q=sturtevant%2C+WI+luggage+repair&oq=sturtevant%2C+WI+luggage+repair&aq=f&aqi=&aql=&gs_l=serp.3...14757.16085.2.17046.7.7.0.0.0.6.1607.4217.4-1j4j8-1.6.0...0.0.ILh3s9CnBro&pbx=1&bav=on.2,or.r_gc.r_pw.r_qf.,cf.osb&fp=2ec9ddfdc67565f5&biw=1024&bih=583

I had to find what city you were in first. Once I Googled your Zip to find you were in Sturtevant, I simply Googled "Sturtevant, WI luggage repair" (sans quotes) to get the results.

Eric

Actually, the zip code had a typo (should read 53144) but, it's close enough. The nearest store listed in that Google page is over an hour away... That means a hour there, an hour back and then, a return trip once it's finished... that isn't exactly local.

@Kurros -
I would probably say to give them a chance to work with you here before getting too worked up... The fact that they came in to address it in this thread says they give a poop. Whether it is because they want to help out a customer on that merit alone, or if they want to avoid negative press, either way, you have their ear and that is more than you can expect with a lot of companies these days.

I can definitely see your point about the warranty, and the way it should be handled. You bought an expectation of quality along with the bag, and you want what you payed for in essense. I get it.

From Battlefoams side though, as a business owner, the particular circumstances of your problem are a bit tough to resolve easily. Though well known in our circle, they are not a large company. Therefore on the one hand, they have to maintain a degree of quality and a reputation for it, as the community is small enough that a bad story could do them tangible damage. I think they take this seriously as a fact of business for them.

That being said though, on the other side of the coin, they also have to deal with the financial realities of their warranties and how to honor them. Much like an iphone, there are certain kinds of damage where they just can’t say for sure if you got wasted one night and kicked off a peg in a fit, or if the thing just fell off. There has to be a limit to their commitment to repair with an item of this cost, as you yourself have pointed out, it is not like a repair facility is easily accessible to everyone… replacing bags completely or even paying for repairs out of pockets is potentially a horrendous financial burden on them, and they have to be wary of it.

Now, that being said, I think it would be reasonable to assume that given your tone, the story as you state it and the venue you chose to express yourself, that in all likelihood it happened exactly as you say.

If I would be so forward to suggest Kyle/Romeo whichever of you guys is watching, that sending Kurros the part free of charge, and giving him instructions on how to repair it himself (I am assuming that no matter what the case may be, hot glue and a screw drilled into the peg through the bag, and then the screwhead itself sealed to the fabric with hot glue would fix the bugger on good and tight) would be a good way to resolve it?

To give you an example Kurros, last week I was travelling back home with my wife and son, and the guy helping with the valet luggage decided to manhandle the stroller like a gorilla getting it onto the plane and broke it. Now, on the upside, Air Canada had coverage for it. On the downside, we had to call and arrange an appointment with their repair place, then go drive downtown to drop it off, and I just had to go pick it up again today. It was a huge pain in the ass and a few hours of my time, which = $$$ from my pocket. In a perfect world, they would have just replaced it with a new one shipped straight to my door… instead I had to run around like an idiot, but at least, at least it got sorted out relatively easily except for the time.

Now Air Canada is a pretty massive company, if that was all they could swing, I can well imagine that Battlefoam would have trouble matching it out of hand.

Anyways, I am sure there is a resolution that could be had here. Having met Romeo and spoken with him a bit, I can say the guy takes his business very seriously as well as the quality of the product.

Good luck to you!



Automatically Appended Next Post:

12thRonin wrote:

Janthkin wrote: <text redacted - you are welcome to your opinion, and to your position, but I'd ask you to be VERY careful of a) categorizing all of any company's employees in the way you did; or b) offering your opinions on whether certain activity is or is not criminal. --Janthkin>

But it's ok to say things like this about GW and their employees as a whole cause they're not an advertiser? GW gets far worse than things like that.

Btw, Chapterhouse and many others that have had heated debates and comments centered around them ARE advertisers, and the debates still happened. Advertisers don't get special treatment guys, honestly. Most of the staff probably couldn't even name half of them. The Mod's have nothing to do with implementing or regulating ads, it is completely an admin thing and they have never, ever said anything about treating anyone differently. That is not what Dakka is about, at all. The owners don't run it for profits, they run it out of love of the hobby.

If anyone is defending battlefoam, it may simply be that we own one of their products and had a good experience, or have seen incidents in the past where they did right by the customer. As to GW, of course we don't condone blanket statements on the entire company's staff lol! What does the local red-shirt have to do with a suit raising prices? Nothing at all... please don't confuse a dislike of certain policies by some people into a generalized hatred, or an endorsement there-of... that simply wouldn't make sense, would it?

I don't blame you for making that assumption though, unfortunately that is the way it works in a lot of places... I did not write the above to admonish you or make your arguement seem foolish, merely to give a few facts that would hopefully change your mind.

An hour away isn't local for going to get a pizza, but it is for luggage repair. It's not like you're going to go to the shop 20 times or something. Surely you have reason to go into Milwaukee or Chicago on other business sometimes?

@MajorTom11

That was a very well written and fair post. Kudos.

To be clear, I didn't immediately run to the forums. My wife exchanged several emails on my behalf as well as a phone call with Kiran (I hope I'm spelling her name right... I apologize if I'm not) and then, I did follow up with Kiran myself; it was after that conversation that I posted my review of the process and my frustration.

To add a little levity, I believe Tommy Boy sums it up better than I can:


My stance on this isn't that the part is expensive (I own over a grand in Battle foam products... five bucks isn't a big deal). My point is that a guarantee should mean something. I shouldn't need to jump through all these hoops to get there.

My reason for posting wasn't to drag a small companies name through the mud; it's more for consumer awareness.

Thanks for the feedback.

I'm sorry if my post implied in any way shape or form that I found your original post, or anything you have done thus far unreasonable, not at all.

Just trying to see how it is a gakky situation for both sides, and also throwing my hat in that I am inclined to think they should take care of you and send the part free and tell you how to install it yourself.

At the point you were at, coming on the forums to speak about it was a perfectly natural thing to do. Again, apologies if my message seemed otherwise.

MajorTom11 wrote:I'm sorry if my post implied in any way shape or form that I found your original post, or anything you have done thus far unreasonable, not at all.

Just trying to see how it is a gakky situation for both sides, and also throwing my hat in that I am inclined to think they should take care of you and send the part free and tell you how to install it yourself.

At the point you were at, coming on the forums to speak about it was a perfectly natural thing to do. Again, apologies if my message seemed otherwise.

No worries at all. I just wanted to fill in some blanks. I think your post was pretty well on the mark.

Kurros wrote:

KyleBattleFoam wrote:Here is a link to our quality guarantee: https://us.battlefoam.com/pages/Quality-Guarantee.html

Within this link you will find information regarding our warranty on bags:
“There is a 90 day guarantee on all bags found to be defective due to manufacturing defects. Bags deemed defective can be exchanged for the exact matching product. Shipping and handling charges will not be reimbursed; however, Battle Foam® will ship the replacement bag at no extra cost. Customers who purchased their bag from their Local Friendly Game Store must have a valid receipt of purchase and must show a date no later than 90 days to qualify.”

Since the bag was purchased past this time frame, then you would qualify for the limited warranty.
“There is a 1 year limited warranty on all bags no matter where they are purchased. In this case, the customer may fix the bag locally. Battle Foam will gladly refund the cost of the work done to the bag to correct any rips or damage caused by faulty straps or other general problems. Only customers that provide a valid receipt will receive a refund for any corrections or repairs done to the bags.”

Please note that though the bag was purchased a year ago, we are willing to take care of the costs if you fix it locally. Very rarely do we hear of broken pegs on our bags, but we do have replacement parts for sale that we would gladly assist you with installing. As a company we have no way of knowing how the peg broke off, but we are still here to help. We are not ignoring your problem in any way and are only trying to help you with a solution per our policy.

Can I ask you an honest question? How many bag repair shops exist locally in your community? My zip code is 53177... if you can find one, I'd be happy to go over there.

It seems as if this is a policy designed to be near impossible to redeem. You're pushing your customers to either give up or, pay you additional money to buy a replacement for the faulty part. Yes, you have no way of knowing how the peg broke off but, you can say that about any repair that needs to be made under the guidelines of your quality guarantee. It may be the company's policy to treat consumers this way but, maybe it's time to reevaluate that policy?

I'm really not sure what it is you think your customers are going to do with the replacement parts... it's not like I'm trying to build a treefort out of them.

As you've stated, you have the part needed in stock... you have a quality guarantee... my bag is still within that 1 year time frame... this treatment is way unnecessary.

Am I understanding this thread correctly- Battlefoam has confirmed to you (over the phone, I think) that they have this part in-stock, and you can buy it for $5.00?

I agree that it's poor form not to just send it on for free, if they've confirmed it's only a $5.00 part that they have on-hand! If that's what the customer wants, and will agree to as the solution to the problem, it would be MUCH cheaper than having them go to a luggage repair shop. Particularly, good customer service would imply working with a customer to find a solution... if the luggage repair shop is not local, and the part is in-stock and able to be sold, why not send it for free as a compromise?

I think it is excellent that Battlefoam responded in this thread, and look forward to hearing of the positive resolution that they come up with to this matter.

I find it interesting that instead of sending you a $5 part, an option that you are okay with, that they would send you to get the bag repaired professionally and reimburse you for that. Ignoring the inconvenience to you, getting the bag repaired professionally has to cost more than $5, not even counting fuel costs to you.

It's interesting how hard Battlefoam works at getting their bad press.

Irdiumstern wrote:I find it interesting that instead of sending you a $5 part, an option that you are okay with, that they would send you to get the bag repaired professionally and reimburse you for that. Ignoring the inconvenience to you, getting the bag repaired professionally has to cost more than $5, not even counting fuel costs to you.

It's interesting how hard Battlefoam works at getting their bad press.

And this is what must be incredibly frustrating for companies dealing with customer service.

The company has a perfectly reasonable offer on record for any faults with their product. However a customer has decided that the reasonable offer isn't the most convenient thing for them and is hoping they will be able to provide him with an alternate method to complete the fix (which of course it doesn't hurt to ask).

If the company is able to accommodate the customer's request, then good on them. But just because a customer has decided that the existing reasonable repair option isn't what works best for them doesn't suddenly mean that the company is 'working' to get bad press!

The company has an existing repair offer for their bags that the purchaser tacitly agreed to upon purchasing the product. While a different repair solution may seem simpler to the customer, that's not what the company offered to you as a repair option when you purchased the product.

So for anyone to insinuate that the company is somehow dropping the ball or actively taking steps to torpedo their reputation is frankly ludicrous. All the company is doing is offering to do what they said they would do...reimburse the cost of repairing their bag, which again is a perfectly reasonable offer.

yakface wrote:

Irdiumstern wrote:I find it interesting that instead of sending you a $5 part, an option that you are okay with, that they would send you to get the bag repaired professionally and reimburse you for that. Ignoring the inconvenience to you, getting the bag repaired professionally has to cost more than $5, not even counting fuel costs to you.

It's interesting how hard Battlefoam works at getting their bad press.

And this is what must be incredibly frustrating for companies dealing with customer service.

The company has a perfectly reasonable offer on record for any faults with their product. However a customer has decided that the reasonable offer isn't the most convenient thing for them and is hoping they will be able to provide him with an alternate method to complete the fix (which of course it doesn't hurt to ask).

If the company is able to accommodate the customer's request, then good on them. But just because a customer has decided that the existing reasonable repair option isn't what works best for them doesn't suddenly mean that the company is 'working' to get bad press!

The company has an existing repair offer for their bags that the purchaser tacitly agreed to upon purchasing the product. While a different repair solution may seem simpler to the customer, that's not what the company offered to you as a repair option when you purchased the product.

So for anyone to insinuate that the company is somehow dropping the ball or actively taking steps to torpedo their reputation is frankly ludicrous. All the company is doing is offering to do what they said they would do...reimburse the cost of repairing their bag, which again is a perfectly reasonable offer.

What reasonable repair offer are your referring to?

The one where the customer has to spend a total of 4 hours driving and a good 40 bucks worth of gas? I think most wouldn't consider that to be either local (as the policy states) or reasonable.

yakface wrote:So for anyone to insinuate that the company is somehow dropping the ball... is frankly ludicrous. All the company is doing is offering to do what they said they would do...reimburse the cost of repairing their bag, which again is a perfectly reasonable offer.

I disagree with this, yak (edited out the phrase of "or actively taking steps to torpedo their reputation", as I don't think they're doing that at all, just dropping the ball on an easy customer service issue).

I do think they're dropping the ball a bit, but I look forward to seeing them pick it up again, as they've posted in this thread and are active on forums. Good on them for doing so, now they just need to take the last, easy step!

You use the phrase "reasonable", but a a "reasonable" resolution is to work with the customer, save your company the man-hours of dealing with this, and send the replacement part (which unless I am misunderstanding, they have told the customer they have on-hand and are willing to send them for $5, plus shipping I assume) and have a happy customer.

That would be the very definition of "reasonable", in my opinion!

MajorTom11 wrote:
Automatically Appended Next Post:

12thRonin wrote:

Janthkin wrote: <text redacted - you are welcome to your opinion, and to your position, but I'd ask you to be VERY careful of a) categorizing all of any company's employees in the way you did; or b) offering your opinions on whether certain activity is or is not criminal. --Janthkin>

But it's ok to say things like this about GW and their employees as a whole cause they're not an advertiser? GW gets far worse than things like that.

Btw, Chapterhouse and many others that have had heated debates and comments centered around them ARE advertisers, and the debates still happened. Advertisers don't get special treatment guys, honestly. Most of the staff probably couldn't even name half of them. The Mod's have nothing to do with implementing or regulating ads, it is completely an admin thing and they have never, ever said anything about treating anyone differently. That is not what Dakka is about, at all. The owners don't run it for profits, they run it out of love of the hobby.

I see my original post is deleted while being lectured on how there's no special treatment, okay. Lets start up a thread about the Foam Wars and see how fast it gets locked. If anything, that reinforces that view since we can't seem to be able to discuss that.

In regard to the owners, I'd be pretty sure that Yak and Lego aren't running the site at a loss.

If anyone is defending battlefoam, it may simply be that we own one of their products and had a good experience, or have seen incidents in the past where they did right by the customer. As to GW, of course we don't condone blanket statements on the entire company's staff lol! What does the local red-shirt have to do with a suit raising prices? Nothing at all... please don't confuse a dislike of certain policies by some people into a generalized hatred, or an endorsement there-of... that simply wouldn't make sense, would it?

But blanket statements are pretty common on GW threads for all red shirts, blue/black shirts, Finecast, etc. and nothing is said about it by the mods.

I don't blame you for making that assumption though, unfortunately that is the way it works in a lot of places... I did not write the above to admonish you or make your arguement seem foolish, merely to give a few facts that would hopefully change your mind.

You didn't since you did not offer facts but opinions. I've seen too many times that the mods leap to Romeo's defense anytime that Battlefoam is mentioned negatively. Some of the same arguments here defending Battlefoam apply equally to Finecast (driving to replace or repair it isn't a big deal), but yet the damaged party complains that they shouldn't have to do that when it comes to a equally overpriced product with high quality expectations.

But I'm sure this post won't last long either...