A word on customer service...and how to do it.

 

A quick story.

Many months ago (I believe late May), I made an order for some products from TT Combat, a company in the UK I've used for many years.  I have a heap of TT Combat products and I like them, etc.  I spent around $150 USD.

Fast forward 5-6 weeks and I feel like I should have received the order, so I poke around on the FedEx link.

Turns out the package has been seized by Customs some weeks back (without informing me, of course).

Contact FedEx.  "You need to fill out some forms".  Hmmm, okay, if it's something simple, no big deal.

FedEx then sends me papers to declare the chemical composition and origin of the MDF in the package, etc.  What?  I respond that...I'm not required to fill that out but I will forward it to TT Combat.

TT Combat receives it, gets in touch with FedEx and sends them the completed forms, even if they're a bit baffle as well.

No progress.

Waiting several weeks I get back in touch with FedEx.  "You need this new CBP form, and you need to create an Importer Account with CBP, etc."

Nope.  I tell them to fuck off, and I instruct them to return the package.  I inform them I'm not required to fill out the CBP form (as it's only used for commercial importers and products over $2,500 in value, etc.).  I used to be in the CBP so I'm not falling for this nonsense.  Someone at CBP or FedEx is completely mistaken and thic package was wrongfully seized.

FedEx agrees to return the package.

No progress.

TT Combat is in touch with FedEx and contacting them as often as I am, etc.

Eventually TT Combat files a flaim for a lost package, seeking reimbursement.  The finally get reimbursed and contact me, offering to re-send the package, this time via DHL. I received the package today.

Over the course of roughly four months, TT Combat stayed on top of this nonsense, and always responded to my emails and was working with FedEx trying to resolve this issue (one they don't encounter normally).  Meanwhile FedEx is not communicative, loses the package, and wants me to fill out unnecessary forms (with heaps of personal information) and then send them to an unverified customer service email, etc.

In short, TT Combat stuck with it this whole time, and got me the products I ordered.  It would have been dozens of phone calls and emails between all of us, and they kept to it.  I didn't need to hassle TT Combat myself to see if they were still working on it, etc.  They aggressively sought resolution from FedEx (who suck ass), and really went above and beyond.

 If I wasn't already a solid TT Combat customer, I sure would be now.

Fun Fact: During these four months I ordered and received two other packages from TT Combat, same value, shipped via FedEx, etc.

Research Before You Buy

I seldom do PSA's on my blog, but sometimes I see something that genuinely pisses me off.  I've run into this before with this particular retailer...but suffice to say; if you're new to the wargaming hobby: do some research before you buy things.

Companies like Noble Knight are large successful gaming stores, but they will frequently rip you off when selling foreign products that aren't very common on the U.S. market.  This is taken directly from their site and is one of many listings...

I admit I never buy from Noble Knight because they used to do this same thing with 4Ground buildings (advertising a false, very high MSRP, then chopping that price a bit to make you feel like you were getting a deal).

Now, MSRP is just that..."suggested", but you can find these kits for their normal prices at other vendors.  Just don't take for granted what you see on a generic game store website.  Do a little research - visit the manufacturers page, etc.

Rifts Board Game Kickstarter - Buyer Beware

Well, consider this a kind of public service announcement.

Today, the Rifts Board Game Kickstarter began:

Rifts Board Game (Kickstarter)

Like many teens in the 90's I played a variety of role-playing games, including cutting my teeth with Palladium Book's TMNT and Other Strangeness, and Robotech (my long-time favourite IP).

Siembeda and crew provided a clunky rule-set, but buried within were some neat and interesting worlds and IPs.  Rifts came out a bit later to much fan-fare and garnered quite a large following.  Palladium was never a very progressive company, leaving Robotech as an IP to flounder in the US market for decades (basically putting a stranglehold on it in the US - limiting it to a mediocre role-playing game).

Several years ago Palladium launched a Kickstarter for Robotech as a new type of miniatures game.  I risked buying in, and have regretted it ever since.  As a heads up for people looking at Rifts, please be aware of the following:

• Robotech Kickstarter successfully funded with $1+ million.
• First wave of miniatures shipped (albeit late).
• Second wave (50-60% of the KS content) has never shipped...it's been 3-4 years at this point.
• Kevin Siembeda has been making hollow promises in vague emails, continuing to develop and create excuses with no progress made (at all) toward producing the final materials or delivering them.
• An individual named Carmen (having previously worked with Palladium) sought some rights to produce a Rifts board game (the one in question)
• This individual attempted to quasi-blackmail Robotech backers, attempting to stave off any future repercussions by this fanbase (based around the semi-fraudulent activity of Siembeda etc.)
• Internet mayhem ensued and Carmen disappeared.
• Palladium stated that Carmen had attempted suicide due to mental duress caused by the internet discussions/arguments based around his behavior/communication/antics etc.
• The majority of this material was scrubbed from the KS comments section and users were banned, etc.

Then this Kickstarter showed up.  It is inextricably linked with Palladium/Siembeda and a questionable third party (Carmen, or not?).  People have already been banned on Kickstarter for bringing up this information on the current KS page for this game.

TL:DR Version: Avoid this Kickstarter like the plague if you don't want to get involved with a gigantic nonsensical amount of drama and nonsense - with a questionable company, questionable IP and even more questionable people involved.

Buyer beware.  If you invest in this, please be careful. You may lose your money.