What RPG publisher has provided you some kind of exceptional customer service?
Tell the tale!
Brazilian mail swallowed my copy of Domains At War. Autarch sent a new one, no questions asked.
I've never had any issues, but I have to commend Bill and Larry at DwD Studios. I contacted them about working on a Java CharGen program for BareBones Fantasy and got a lot of support and encouragement from them. They're very, very engaged with the fans on G+.
Ive mentioned some of these in previous threads.
Privateer Press: They replaced two impossibly defective boxes totally for free. Which more than makes up for their conversely legendary levels of bad CS. Once you get ahold of someone who actually cares they will move heaven and earth to fix things.
WizKids and of all things Games Workshop: I have seen both these publishers replace product that I would have never EVER replaced. Stuff the player BROKE THEMSELVES and then DEMANDED replacement!
Up until things went to heck Black Dragon Press was really good with CS. Send in an SASE with some cards asking Sue to sign them? Boom! Done. Missing cards in a starter? Boom. Replaced.
Hero Games. I bought the Hero system 6th ed core rule books, and book 1 had a dime sized hole in one of the pages, right in a rules section. I contacted the company and they said "Well that's odd. here have a free copy of the PDF of the book, that way you can get what you need."
Wizards of the Coast. I picked up a copy of the Marvel Super Heroes Adventure Game off of ebay. read an old article somewhere that there were 4 additional Saga cards that you could get by contacting TSR. I emailed WotC and asked if they still had the cards, and if so, could I purchase them? (not looking for a freebie) they asked for my mailing address and I got them in the mail a few days later.
I'm sure there are other occasions, but those are the only 2 I can think of.
Black Blade Publishing ships in packaging designed to withstand nuclear war and still deliver books without dings. I appreciate the effort to avoid problems.
Quote from: The Butcher;865056Brazilian mail swallowed my copy of Domains At War. Autarch sent a new one, no questions asked.
Yeah, my experience with Autarch has been extremely positive, from honouring an old freebie offer, to sorting out delivery issues.
Quote from: remial;865750Wizards of the Coast. I picked up a copy of the Marvel Super Heroes Adventure Game off of ebay. read an old article somewhere that there were 4 additional Saga cards that you could get by contacting TSR. I emailed WotC and asked if they still had the cards, and if so, could I purchase them? (not looking for a freebie) they asked for my mailing address and I got them in the mail a few days later.
Now THAT'S exceedingly cool. When was this?
Quote from: Bobloblah;865902Now THAT'S exceedingly cool. When was this?
not 100% sure, I'd guess 10-12 years ago or so?
FWIW, the cards are
Deadpool, Red 5+, Unlikely Heroism, Repentant
Impossible Man, Blue 5+, The Impossible Occurs, Thrill Seeker
Ghost Rider, Green 5-, Eternal Torment, Vengance
Lockheed, Purple 5-, Aliens Exposed, Guardian
Vajra Enterprises (http://www.vajraenterprises.com/) wins the contest with basically "no contest" decision:).
I wanted to buy the corebook of a one of their flagship games, in PDF. It's not being sold as a PDF.
What I did was contact the publisher and explain that I can run his game from a PDF, or I can run another game for my next campaign, but no way am I dealing with Bulgarian Posts* anytime soon.
What he did was sell me the PDFs. I ran a total of 2 campaigns in a row, and some of my players also bought the corebook PDF.
Also, anyone who can be bothered to put on their site:
1) A random generators of city blocks, complete with building and NPCs
2) A random generator of buildings, complete with NPCs
3) A random generator of NPCs
4) A character class personality test
5) A character face sketch artist
6) And an interactive map of the game's setting
...and then to make them available for free here: http://www.vajraenterprises.com/new/?p=390
Well, yeah, that guy gets major props from me:D.
*That was soon after my local post office had managed to lose 5 books out of an order of 4 books. Bookdepository sent them twice, and I got a total of 3 of them, one of them arriving in an opened package.
Of course, Bookdepository is not the one at fault here, but they're not an RPG publisher.
Those are all great to hear, and an example for all publishers!
Oh, I thought of another one...
Back when D20 star wars first came out, and they had a magazine from WotC devoted to it, the magazine had rules for using Silent Death for space battles, so I went on ebay and bought a copy of the core book.
it turned out that there was a printing error in the second hand copy of the book that I paid less then $5 (not including shipping) for, and 2 signatures (a set of 16 pages) was only printed on 1 side. causing a large section of rules to be missing. So I contacted ICE.
I told them what was wrong with the book, as well as where I'd gotten the book, and how much I paid for it. I asked if they had a pdf file or a text file that would fill in the blanks.
The response was "no problem, we'll take care of it. What is your home address?"
Something like 3 days later there was a UPS delivery from them, containing the boxed set of core book, as well as maps, miniatures, the whole shebang. a $50 cover price, as well as $20 or so for the next day shipping.