My customer support experiance with Eidos

[powerlink]

Hello fellow CAG listeners and fans, I have been asked by Cheapy D to post this thread after sending him an email about my recent dealing with Eidos Interactive.

As many of you may know Eidos is the publisher of the new MMO Age of Conan which has been released with much media fanfare. I was one of the lucky gamers to find a copy of the Collectors Edition on a retail shelf. Upon getting my new game home though I discovered a defect in my included 128 page art book where one page was folded and cut leaving the colour code margin along the page. Knowing that the game is sold out worldwide I understood that I could not simply return it so I looked in the manual for the publisher of the box content. Found out soon Eidos Interactive was responsible for producing the box and extras material so I gave their number a call. This is where things became problematic and sad...

Calling Eidos Interactive I was greeted with a message stating that there was no support given for Age of Conan by Eidos but I left a message anyways thinking that this issue I had was not "technical". Later in the afternoon I got a call back from a customer support rep Kathie McClure who explained to me that while Eidos was willing to replace my art book they would require that I pay shipping charges to return my defective product to their Redwood City, CA location. I asked if they would be willing to send a pre-paid envelope as the fault was not mine and I had already paided full retail for the game. Kathie said she was unable to do this and gave me an RMA number. I allowed her to know that I was not satisfied with this response and would contact them back.

After giving some thought as to my next step I decided to call Eidos back but this time ask to speak with a manager in regards to how I had been treated. I also during this time found that to ship the book to them would cost me $25USD as I live in Ontario Canada and would want delivery confirmation on the package. Before dinner I was called by Victoria, Eidos Interactive Customer Support Manager and explained my situation to her. The answer I was given was that I should have visited the Eidos website prior to my purchase and reviewed their warranty contract that states the customer is responsible for shipping charges. I explained then to Victoria that this was a tacky and insulting answer to give a customer, she replied that her answer is the "bottom line" and I was then out of luck if I did not wish to do it their way. Upon hearing that I allowed Victoria to know that I felt as a paying customer I should not have to incur any additional expense to receive a product I had already paid for. As well their lack of desire to show integrity as a company in this matter would result in me no longer doing business with them in the future. Victoria sounded uninterested and reiterated that she would not budge on the policy and if I was unhappy to file a complaint.

I knew at that point just what type of company I was dealing with and let Victoria know that I would be contacting various game media outlets allowing the community to know how Eidos treats their customers. After the conversation ended I called the retailer Future Shop who was both surprised and unhappy to hear how I had been treated and let me know they would be willing to take the game back. They also got me in contact with their corporate head office about this issue and they would be contacting Eidos on my behalf to let them know this was not a small issue. I was also recommended to file a complaint with the BBB as this type of treatment would be frowned upon.

So the message I hope you will take from this is two fold. One that Eidos Interactive does not care about their player base as they could not bring themselves to send something as simple as a book to a customer who deserved one. The second is that before you give any game company your money think twice about how you might be treated if you do run into problems. Funcom does not even have a phone number for Age of Conan and as you have seen Eidos would prefer to "stick it to the customer" then do what is right.

I have included links to the Age of Conan thread I created as well as some pictures of what I found in my box. On a side note TenTonHammer's John Hoskin Editor in Chief also has replied back and even offered to send me a copy of one of the books they have but he regreted they only had a few of the small books in their offices. I will keep this thread updated as more media outlets and responses come in. Lets let Eidos know that customers are not doormats and deserve to be respected.

Age of Conan Forum Post
http://forums.ageofconan.com/showthread.php?t=58141&highlight=edition+defect

Customer Support Link I was directed to
http://support.eidosinteractive.com/index.php?_m=knowledgebase&_a=viewarticle&kbarticleid=539&nav=0,1015

Photos
http://img.photobucket.com/albums/v295/powerlink485/IMGP2512.jpg
http://img.photobucket.com/albums/v295/powerlink485/IMGP2514.jpg
http://img.photobucket.com/albums/v295/powerlink485/IMGP2515.jpg

[irishsoccermbw]

So the message I hope you will take from this is three fold. One that Eidos Interactive does not care about their player base as they could not bring themselves to send something as simple as a book to a customer who deserved one. The second is that before you give any game company your money think twice about how you might be treated if you do run into problems. Third is the fold in my art book!!!!

Edited for truth!!!

I woulda been pissed too.

[Vinny]

That's pretty shady of them... guess that explains why they're losing business.

[powerlink]

Cheapy D himself asked me to post this thread. Seems its important enough if the host of the show would ask.

cheapyd to me
show details 9:22 PM (2 hours ago)
http://mail.google.com/mail/images/cleardot.gifReply

http://mail.google.com/mail/images/cleardot.gif
You should post your story on our forums, in the Shopping Discussion forum:
http://www.cheapassgamer.com/forums/forumdisplay.php?s=&daysprune=&f=19

Include a photo too!

[Sinnbox]

From working in a Printing plant during HS I know that many books end up like that during the printing process. Would Eidos call their printer and complain that the book was defective? no. I have recieved several books like that in my life, the simple way to fix it is fold it out and take a siscors and trim away the excess. to get upset about a minor flaw even in a special edition is something very childish!! look at the millions of copies of FFVII that got misprinted!! some people pay more just to get the misprint.

so, suck it up. get out a siscors and trim away the excess and live your life. this forum is for bragging rights. not crying rights.

I could see if your disk was scratched and they wouldnt take it back, but one minor flaw in an instruction manual.....

[Sinnbox]

so you joined CAG this week? welcome, sorry to give you such a cold reception.

[whoknows]

No offense, but that doesn't seem like a big deal at all to me. If it is to you more power to you and I hope you get your problem resolved.

[dack]

I don't honestly think this is that big of a deal.

The company wasn't trying to misprint the books. Stuff happens. Sure, it's folded and has some excess, but the art is still there. If this thing were to happen to me, I would simply shrug and go on with my life.

But, even if it is a big deal to you. They offered to replace it for you without a struggle! I mean, it's normal to pay shipping for something like this when it's more of a trivial issue then a problem with the game.

[outlawmoogle]

I give this complaint a meh/10. There are more important things in life to be upset about.

[opportunity777]

BFD.

Seriously, this is a minor issue / annoyance. No company is going to have workers flip through every page of every book to make sure they are 100% perfect. I think your OC-ness is making your thought process unreasonable.

I'm with Sinnbox and georox on this issue. The situation is not disturbing at all. The damage done to it was a fluke. Honestly, I would not have offered a replacement with free shipping either. If the game didn't work or something, then you would have a legitimate complaint.

[powerlink]

Happy to see that some members saw the point of the thread instead of trying to just call me out for joining tonight (sorry I listen to the show never had a need to join the forums until tonight). I too work in customer service and deal on a daily basis with companies directly and vendors. If you are alright with paying for something and having it delivered not as intended then enjoy. There is no rant I do not get into a fit all call names. Customers are within their rights to expect to get what they pay for, not to pay find problems then pay again to get the issue resolved.

[Sinnbox]

... I will keep this thread updated as more media outlets and responses come in...

LOL. sounds like election day, or 911.

[genfuyung]

For what the collectors edition costs Id be pissed to. To whoever said that hes the type of guy to complain at mcdonalds that he got pickles on his burger...why wouldnt he complain? Its their fucking job to make the burger right and if they fuck up then he gets a new one. The dumb bastard in the back of the line who is jonesing for mcnuggets can go to hell. A person should always get what they pay for. No matter what the cost. To the OP, I hope they fix it for you.

[xGunCrazyx]

hmmm
at first i was kinda thinking the op was in the right,
but honestly, it really isn't that big of an issue...

[georox]

My epic sense is tingling. This thread is going to become epic soon, in the way fail is made of.

Honestly dude, heres your choices -

1 - Pay to send it back.
2 - Return it for your money back if there is no other LE, or a new copy of the LE. If Eidos is so fucking evil since they want you to pay to ship it back, just return it and get something different, I mean why would YOU continue to support an evil fucking corporation who only wants your money by playing an MMO? Where you pay THEM money each MONTH! *gasp!*
3 - Suck it up and live with it.

Honestly. Lots of places expect you to pay to ship stuff back if its defective/broken/so on. *Lots.* Bitching about this will only bring so much closure. I hate to say it I doubt anyones going to see Eidos as the evil corporation here, your just an unruly customer at this point. You have options. They didn't come into your house, violate your anus and rob you at gunpoint of your money. Your choosing to *continue* to support them even after your obviously horrible and life-altering experience with their customer service. Not to mention, with all the problems the game itself has, I think this would easily get lost in a sea of "oh my god, MY CHARACTERS BOOBS, THEY VANISHED!" complaints.

[whoknows]

For what the collectors edition costs Id be pissed to. To whoever said that hes the type of guy to complain at mcdonalds that he got pickles on his burger...why wouldnt he complain? Its their fucking job to make the burger right and if they fuck up then he gets a new one. The dumb bastard in the back of the line who is jonesing for mcnuggets can go to hell. A person should always get what they pay for. No matter what the cost. To the OP, I hope they fix it for you.

Complaining about your food at a restaurant is one of the worst moves ever.

[SpiderLocMTGO]

For what the collectors edition costs Id be pissed to. To whoever said that hes the type of guy to complain at mcdonalds that he got pickles on his burger...why wouldnt he complain? Its their fucking job to make the burger right and if they fuck up then he gets a new one. The dumb bastard in the back of the line who is jonesing for mcnuggets can go to hell. A person should always get what they pay for. No matter what the cost. To the OP, I hope they fix it for you.

This is the way I feel about it too. I've had fucked up simple special orders before and people look at me like I slaughtered their children because I complain. The extra stuff in the collector's edition costs extra for a reason, and shafting one of your customers over something like that is inexcusable.

[endlessPRO]

also if someone was allergic to pickles that they said no pickles on the burger - there goes a law suit.

[powerlink]

My epic sense is tingling. This thread is going to become epic soon, in the way fail is made of.

Honestly dude, heres your choices -

1 - Pay to send it back.
2 - Return it for your money back if there is no other LE, or a new copy of the LE. If Eidos is so fucking evil since they want you to pay to ship it back, just return it and get something different, I mean why would YOU continue to support an evil fucking corporation who only wants your money by playing an MMO? Where you pay THEM money each MONTH! *gasp!*
3 - Suck it up and live with it.

Honestly. Lots of places expect you to pay to ship stuff back if its defective/broken/so on. *Lots.* Bitching about this will only bring so much closure. I hate to say it I doubt anyones going to see Eidos as the evil corporation here, your just an unruly customer at this point. You have options. They didn't come into your house, violate your anus and rob you at gunpoint of your money. Your choosing to *continue* to support them even after your obviously horrible and life-altering experience with their customer service. Not to mention, with all the problems the game itself has, I think this would easily get lost in a sea of "oh my god, MY CHARACTERS BOOBS, THEY VANISHED!" complaints.

Its not a problem I wont get bent out of shape if people want to disagree I know many would just "deal with it". To make it known I have yes canceled my account. I do intend to return the game as Future Shop has happily offered to do so. The fact that Eidos wont take care of what some might say is "trivial" is the point. It's sad, shows a lack of integrity as a company. No need to be rude and get offensive just because someone wanted to share a negative experiance.

-edit
Cheapy D has asked me to rethink the thread title which I agree with him might be a bit alarmist sounding, not my intention so please dont freak out that I am changing it to something a bit more on topic.

[refusedchaos]

i give you kudos for not losing your cool in this thread...sucks what happend and hope it works out for the better

[georox]

Its not a problem I wont get bent out of shape if people want to disagree I know many would just "deal with it". To make it known I have yes canceled my account. I do intend to return the game as Future Shop has happily offered to do so. The fact that Eidos wont take care of what some might say is "trivial" is the point. It's sad, shows a lack of integrity as a company. No need to be rude and get offensive just because someone wanted to share a negative experiance.

-edit
Cheapy D has asked me to rethink the thread title which I agree with him might be a bit alarmist sounding, not my intention so please dont freak out that I am changing it to something a bit more on topic.

So, whats the point in your whole "Hey I'm gonna go defame Eidos because they won't ship me a free artbook because MINE HAS AN EARTH-SHATTERING BEND!"? If you've already decided to return it, I don't see the issue anymore. They gave you a chance to get it replaced. You didn't want to go about doing things in accordance to their terms. After this I just see another irate customer ranting about how the world isn't stopping to suit them.

[GF_Eric]

It isn't a big deal.

But ... You just totally won the lottery. Get enough Internet nerds to rise to your cause and Eidos will be embarrassed into acting. They'll probably send you a boat load of crap to prove that they are a good company and love their customers. We have seen it with a bunch of other trivial shit lately that played out this way, even when it was the consumer's fault (not you), and they won fabulous prizes.

[powerlink]

So, whats the point in your whole "Hey I'm gonna go defame Eidos because they won't ship me a free artbook because MINE HAS AN EARTH-SHATTERING BEND!"? If you've already decided to return it, I don't see the issue anymore. They gave you a chance to get it replaced. You didn't want to go about doing things in accordance to their terms. After this I just see another irate customer ranting about how the world isn't stopping to suit them.

Then I will just have to agree to disagree with you =) keep the caps lock up

[georox]

Then I will just have to agree to disagree with you =) keep the caps lock up

I use capslock where necessary in good taste. I feel it adds a certain amount of "zazz" to my posts. Some flavor, if you will.

[guinaevere]

Georox and others, chill. The OP is discussing his experience. You are certainly free to express your feeling that the OP is over reacting or what ever similar sentiments. But drop it. You've said your piece, he's said his.

Don't like his issue, then move along.

[2Lazy]

Speaking of winning prizes,I hope he wins the lifetime supply of Rice-a-roni, the San Fransisco treat! Thats stuff is so yummy! :drool:

[Rig]

It's obviously their policy to make the purchaser pay for return shipping. From the sounds of that posted conversation, the rep made you aware of the policy, and you chose to press the issue. (Not saying that's definitely how it went...but that's what it sounds like. And of course, the person posting the conversation would almost certainly bend it a bit in their favor.)

If they have the policy in place, they shouldn't have to break it to serve one customer.

Now, if they had denied you a replacement artbook, or made you cover shipping while others got it free...then I could understand the hate.

[joshythegreat18]

Wow, where do I begin. . .

Of all the things to rant about for Age of Conan, its a flaw in the artbook? Wow. Just wow.

I'm not quite sure why this is considered a "rant." It's simply an attempt by the OP to make us aware of Eidos' lack of concern for their customers. I thought it was pretty clear that the thread was about the negative experience with customer service (or lack thereof). I didn't see anything along the lines of "I'm going to kill those sons of fucking b*tches for the eternal pain they've caused me." Hardly a rant if you ask me.



I have recieved several books like that in my life, the simple way to fix it is fold it out and take a siscors and trim away the excess. to get upset about a minor flaw even in a special edition is something very childish!!

How it is "childish" to be upset that you paid $90 (or any decent amount of money) for product X, and received a less than perfect product X? It may "happen,"but thats why there's Customer Service (or supposed to be).


They gave you a chance to get it replaced. You didn't want to go about doing things in accordance to their terms. After this I just see another irate customer ranting about how the world isn't stopping to suit them.

What "chance" did they give the OP? To spend $25 for something he/she ALREADY PAID FOR in order to get a book in the condition it SHOULD have come in in the first place? Yeah, very nice of them. Just because something is "policy" doesn't mean it's correct or even justifiable. Asking a customer to pay replacement costs is ridiculous, and simply shows that you don't give a damn whether the customer is satisfied with your company or your product.


Good move OP. I would have called too, and would have been dismayed if I had received the same response. As a paying customer, you're well within your rights to receive the product in the condition it was intended to come in. That doesn't mean just the game, but EVERYTHING you're paying for. Most people don't pay for a Collector's Edition just to say they have it; they pay to have the extras along with it (even if it is only for future resale value). To receive those extras in any condition other than reasonably expected, and be expected to pay the cost of replacement if those extras are not as expected, is ludicrous. You weren't unreasonable expecting to have a book that wasn't bent, and I'm disappointed that anybody here, as consumers, are willing to accept such a response from a company they've paid their hard-earned dollar to.

And if most of you really don't care, like you say you don't, then I've got a bunch of "mint and complete" games I'm willing to sell. Just don't bother PM'ing me when you receive them with bent and/or ripped instruction booklets and tell me you expected otherwise from my description.

[powerlink]

Wow, where do I begin. . .



I'm not quite sure why this is considered a "rant." It's simply an attempt by the OP to make us aware of Eidos' lack of concern for their customers. I thought it was pretty clear that the thread was about the negative experience with customer service (or lack thereof). I didn't see anything along the lines of "I'm going to kill those sons of fucking b*tches for the eternal pain they've caused me." Hardly a rant if you ask me.





How it is "childish" to be upset that you paid $90 (or any decent amount of money) for product X, and received a less than perfect product X? It may "happen,"but thats why there's Customer Service (or supposed to be).




What "chance" did they give the OP? To spend $25 for something he/she ALREADY PAID FOR in order to get a book in the condition it SHOULD have come in in the first place? Yeah, very nice of them. Just because something is "policy" doesn't mean it's correct or even justifiable. Asking a customer to pay replacement costs is ridiculous, and simply shows that you don't give a damn whether the customer is satisfied with your company or your product.


Good move OP. I would have called too, and would have been dismayed if I had received the same response. As a paying customer, you're well within your rights to receive the product in the condition it was intended to come in. That doesn't mean just the game, but EVERYTHING you're paying for. Most people don't pay for a Collector's Edition just to say they have it; they pay to have the extras along with it (even if it is only for future resale value). To receive those extras in any condition other than reasonably expected, and be expected to pay the cost of replacement if those extras are not as expected, is ludicrous. You weren't unreasonable expecting to have a book that wasn't bent, and I'm disappointed that anybody here, as consumers, are willing to accept such a response from a company they've paid their hard-earned dollar to.

And if most of you really don't care, like you say you don't, then I've got a bunch of "mint and complete" games I'm willing to sell. Just don't bother PM'ing me when you receive them with bent and/or ripped instruction booklets and tell me you expected otherwise from my description.

Ding we have a winner lol

This folks is the point of the thread, why should we as customers expect to get anything less then what is promised and be happy to then be made to pay more money juts to have it fixed policy or not.

[Rig]

What "chance" did they give the OP? To spend $25 for something he/she ALREADY PAID FOR in order to get a book in the condition it SHOULD have come in in the first place? Yeah, very nice of them. Just because something is "policy" doesn't mean it's correct or even justifiable. Asking a customer to pay replacement costs is ridiculous, and simply shows that you don't give a damn whether the customer is satisfied with your company or your product.


Do you think there are many (if any) companies out there that would return/ship a replacement out for free? I'm willing to bet almost none of them would have paid for it. If anything, this was probably similar to a warranty claim...and those are still paid by the consumer.

This isn't strictly an Eidos thing...so why claim "they don't give a damn"? If they don't, almost every other company doesn't then too.

[bigdaddybruce44]

Sorry, but even though I feel for you, a lot of other people have brought up great points here. It sucks that your art book isn't perfect, but it's not exactly unheard of for a company to make the consumer pay return shipping on a defective product. Sony fixed my PS1 for free twice, but made me pay to ship it there both times.

[Chacrana]

If you're disappointed now, just wait till you play the game.

[joshythegreat18]

Do you think there are many (if any) companies out there that would return/ship a replacement out for free? I'm willing to bet almost none of them would have paid for it. If anything, this was probably similar to a warranty claim...and those are still paid by the consumer.

This isn't strictly an Eidos thing...so why claim "they don't give a damn"? If they don't, almost every other company doesn't then too.

You're right, many (although I'm not sure I'll agree with "almost none") would do the same thing. I never said it was strictly an Eidos thing, only that it shows they couldn't care less about you as a consumer. Many other companies don't as well. That's still no excuse for asking a customer to pay the cost of their mistake.

[IAmTheCheapestGamer]

I give this complaint a meh/10. There are more important things in life to be upset about.

I agree, like how some on here complain about not getting a black label version of a game and how Greatest Hits/Platinum Hits/Player's Choice/etc games mess up the feng shui of their epic game collections. :roll:

Both that topic and this topic are filled with fail and I agree with geo and the others who said this isn't a major issue.

But, I must also agree with the OP in that they SHOULD get what they paid for and all I can say to them is to escalate, escalate, escalate. If slappy customer service rep #1 refuses to help, ask for a manager. If that manager refuses to help, ask for THEIR manager. If that manager refuses to help.....

See what I'm saying?

Don't get disheartened and don't get impatient, as it may take a while for you to find someone who WILL help in the manner you wish to BE helped, but it WILL happen since NO game company wants their customers telling others to 'steer clear'.

[endlessPRO]

hey josh

Originally Posted by endlessPRO http://www.cheapassgamer.com/forums/disturbed/buttons/viewpost.gif (http://www.cheapassgamer.com/forums/showthread.php?p=4438802#post4438802)
Of all the things to rant about for Age of Conan, its a flaw in the artbook? Wow. Just wow.

i never posted that

[joshythegreat18]

hey josh

Originally Posted by endlessPRO http://www.cheapassgamer.com/forums/disturbed/buttons/viewpost.gif (http://www.cheapassgamer.com/forums/showthread.php?p=4438802#post4438802)
Of all the things to rant about for Age of Conan, its a flaw in the artbook? Wow. Just wow.

i never posted that


Endless,

My apologies. When typing my post, I had wanted to quote several people, and had the crazy (and misguided) idea to quote one person, then delete the quote and insert the next person's quote into the [quote= . . . . .[/quote] field. After realizing this was stupid, I figured I'd be better off just opening a new tab and taking separate quotes, copying them, and pasting them in the text box in one "master post." I must have accidentally left another persons quote in the field (I started quoting you first), and forgotten to delete it (and for some reason, it appears this persons post no longer exists). Sorry for that!


And if isn't painfully obvious, I don't know how to quote multiple people in the same post (other than using my tab technique). If anybody could enlighten me, I would greatly appreciate it.

[Slim Gatsby]

I think that the OP is well within his rights to be upset. Collector's editions are expensive, and its far easier and cost-effective for the company to ship out a replacement art book (come now, the extra $30+ for the extras is a huge markup) than the labor cost of having CSR after CSR deny him and the potential of losing a customer (figuring a few hundred a year in subscription costs, as this is an MMO) over the $10ish it would cost the company to ship him a new art book. Someone in the company needs to review cost-to-benefit ratios with their customer service team. It costs 10x more to gain a new customer than to keep an existing one.

[goatindaruffness]

I'm with Sinnbox...
I mean the way customer service handled the situation left something to be desired, but looking at the picture, I wouldn't even think to call customer service on such a minor issue...
I'd just get my scissors, cut off the excess, and leave it at that...
Also it isn't a game publisher's fault for a printing issue, so just like you said you shouldn't pay shipping for something that isn't of your fault, well they shouldn't either...
Good luck with taking this as far as you'd like to, but personally with me, it wouldn't have even been an issue...
-Goatman

[eebuckeye]

I would be pissed also. You paid extra for a collector's edition which may be worth something over time. With this damage the value would be less.

[goatindaruffness]

Then I will just have to agree to disagree with you =) keep the caps lock up

WOW, so you're better than him because you don't use capital letters...
Actually the whole issue with Caps Lock is that it was originally used to accentuate a certain word or two, and people would type using Caps Lock all the time and it would seem like they were screaming, etc.
He actually used his Caps quite effectively, and you put in some smug comment of how you're better than him because you don't resort to his type of shenanigans...
The high and mighty attitudes on some people really irk me sometimes...
-Goatman

[QiG]

Good move OP. I would have called too, and would have been dismayed if I had received the same response. As a paying customer, you're well within your rights to receive the product in the condition it was intended to come in. That doesn't mean just the game, but EVERYTHING you're paying for. Most people don't pay for a Collector's Edition just to say they have it; they pay to have the extras along with it (even if it is only for future resale value). To receive those extras in any condition other than reasonably expected, and be expected to pay the cost of replacement if those extras are not as expected, is ludicrous. You weren't unreasonable expecting to have a book that wasn't bent, and I'm disappointed that anybody here, as consumers, are willing to accept such a response from a company they've paid their hard-earned dollar to.

And if most of you really don't care, like you say you don't, then I've got a bunch of "mint and complete" games I'm willing to sell. Just don't bother PM'ing me when you receive them with bent and/or ripped instruction booklets and tell me you expected otherwise from my description.

QFT!

The amount of crap people are willing to accept as normal these days is alarming. Yes, it's a minor flaw but OP should be getting what he paid for. Anyone who doesn't understand this, doesn't understand the value of the money they spend daily.

[Undrallio]

Personally, I'd be pissed if my book had a flaw in it.

But what I would have done would be different, I'd build a bridge and get over it after I talk to the now infamous "Victoria". Either that or I would ball up and pay the damned shipping that pretty much any company is going to charge you.

Rather than going and denouncing this evil corporation (who's main objective is obviously to take over the world one shipping charge at time) I would spend my time either playing the game (rofl fail) or trading it in to get my money back (you said this was an option).

I betcha this whole 'terrible' customer service was a semi-fluke and if you had talked to a Victor, rather than Victoria, you may have had a better experience. One interaction can't base a legitimate outlook about a massive company.

[powerlink]

WOW, so you're better than him because you don't use capital letters...
Actually the whole issue with Caps Lock is that it was originally used to accentuate a certain word or two, and people would type using Caps Lock all the time and it would seem like they were screaming, etc.
He actually used his Caps quite effectively, and you put in some smug comment of how you're better than him because you don't resort to his type of shenanigans...
The high and mighty attitudes on some people really irk me sometimes...
-Goatman

Nope never said I am better then him so please don't put words in my mouth. I said simply that I would have to disagree with how he felt and prior to the thread cleanup there was some rude comments. As for the caps, a few of the comments posted had been removed by that point by a mod which were somewhat over the top.

[powerlink]

Personally, I'd be pissed if my book had a flaw in it.

But what I would have done would be different, I'd build a bridge and get over it after I talk to the now infamous "Victoria". Either that or I would ball up and pay the damned shipping that pretty much any company is going to charge you.

Rather than going and denouncing this evil corporation (who's main objective is obviously to take over the world one shipping charge at time) I would spend my time either playing the game (rofl fail) or trading it in to get my money back (you said this was an option).

I betcha this whole 'terrible' customer service was a semi-fluke and if you had talked to a Victor, rather than Victoria, you may have had a better experience. One interaction can't base a legitimate outlook about a massive company.

It is actually the fact that I spoke with not one but two separate customer service reps one who explained her decision was the "bottom line" as far as Eidos was concerned. At that point I asked if there was any other option and was told I could file a complaint but that was it, which I did.

(not directed at the quoted comment)
I have no desire to use this thread to receive either handouts or free swag due to my experience. I only wished to let other gamers know of how poorly they can expect to be treated. As was said they were happy to loose a customer over a shipping fee that would have cost them as a company close to nil and would have shown that they care about making their customer happy. For me after spending 90 dollars I felt well within my rights to just get what I paid for, not have to take scissors to it or pay to return it.

[beguile]

Hey op, this complaint was well written and easy to read. Keep up the good work.

[phear3d]

I don't honestly think this is that big of a deal.

The company wasn't trying to misprint the books. Stuff happens. Sure, it's folded and has some excess, but the art is still there. If this thing were to happen to me, I would simply shrug and go on with my life.

But, even if it is a big deal to you. They offered to replace it for you without a struggle! I mean, it's normal to pay shipping for something like this when it's more of a trivial issue then a problem with the game.i hear you on this, but i think his main complaint at this point was the $25 shipping. i would be upset as well. its not his fault the book had a flaw, so why should he pay for their mistake. its like saying you paid more than you bargained for. it sucks that companies do not have the proper support to our canadian neighbors.

[Rig]

And if isn't painfully obvious, I don't know how to quote multiple people in the same post (other than using my tab technique). If anybody could enlighten me, I would greatly appreciate it.

To quote multiple people, you just need to click the +" button in the bottom right of their post. It should change to -" after clicked. Once you have each of those on the posts you want to highlight, click quote from one of them. They will all appear in your box.

[Tecka]

Why not take it back to where you got it? They are the ones who sold it to you.

[blandstalker]

If this were the regular version of a game, I'd probably agree with those who think the OP is overreacting, and while I wouldn't call paying for shipping a replacement good customer service, I also wouldn't call it that big of a deal.

But, because this is the Collector's Edition, I agree with those who think that Eidos should replace the book at their expense. Honestly, I think they're being incredibly short-sighted and stupid not to do so.

The whole Collector's Edition market is for those who want to spend a lot more money for something that is more special to them. Collectors are not interested in paying more money for defective or broken stuff.

Eidos (and other companies) can't have it both ways. You can't appeal to collectors and then screw them by delivering faulty goods and refusing to replace them (without incurring extra expense). The OP already paid extra money, and he deserves to get his money's worth.

If I were the OP, I'd continue to do whatever else to press them on this, whether it's through bad press or repeated calls/letters. You have nothing to lose. Getting negative feedback (and lots of it) is what gets companies to change their policies on things like this.

[crunchberries]

So, whats the point in your whole "Hey I'm gonna go defame Eidos because they won't ship me a free artbook because MINE HAS AN EARTH-SHATTERING BEND!"? If you've already decided to return it, I don't see the issue anymore. They gave you a chance to get it replaced. You didn't want to go about doing things in accordance to their terms. After this I just see another irate customer ranting about how the world isn't stopping to suit them.

I realize that I'm probably a twat for nitpicking this, but it's not defamation if what the OP is saying is true. And no one, not even you, has been arguing that point.

[Nathan_Sama]

Cheapy D himself asked me to post this thread. Seems its important enough if the host of the show would ask.

cheapyd to me
show details 9:22 PM (2 hours ago)
http://mail.google.com/mail/images/cleardot.gifReply

http://mail.google.com/mail/images/cleardot.gif
You should post your story on our forums, in the Shopping Discussion forum:
http://www.cheapassgamer.com/forums/forumdisplay.php?s=&daysprune=&f=19

Include a photo too!
he probably did that so we instead of he could tell you its not that big of a deal

Welcome to CAG btw! :)

[RenoTurk11]

Uh guys, he paid money to get this product in mint condition. I would be pissed too if I paid money to get something which had bends in the pages.


Thanks for letting us know OP. It is a good thing I wasn't interested in that game to begin with. A company's customer service says a lot about them in my opinion.

[MSUHitman]

I didn't know Age of Conan was an Eidos published game, so I definately won't buy it (even though I don't play MMO's) even if my friends try to goad me into it because I have a ban on all new product coming or published from them and EA.

[davo1224]

If this were a dog-earred insert of the regular game and the OP was acting like this then yeah I'd assume he was just crazy. However, this is a collector's edition and he paid more than regular price for something whose sole purpose is to be mint and immaculate. When companies try and nickel and dime their most rabid customers, they end up shooting themselves in the foot. Sorry this happened but unfortunately it doesn't look like they're gonna fix it. I'd just take it as an opportunity to learn that Eidos is a horrible company.

[Salamando3000]

While I can understand OP's frustration, this seems little more than business as normal. You got a defective product, they offered an RMA, and would ship you a new one as soon as you shipped them the old one. Might not exactly be a practice that's fun for the consumer, but it isn't exactly uncommon.

[joshythegreat18]

While I can understand OP's frustration, this seems little more than business as normal. You got a defective product, they offered an RMA, and would ship you a new one as soon as you shipped them the old one. Might not exactly be a practice that's fun for the consumer, but it isn't exactly uncommon.

Uncommon? Maybe not. Ridiculous? Absolutely. No customer should be forced to pay the added cost asked to make up for a company's lack of QC. It's bad enough we have to waste our time waiting for another product or going to the post office/UPS etc. to take it back (although thats understandable, as mistakes do happen).


To quote multiple people, you just need to click the +" button in the bottom right of their post. It should change to -" after clicked. Once you have each of those on the posts you want to highlight, click quote from one of them. They will all appear in your box.

Thanks Rig! Makes typing up these responses a whole lot easier :).

[powerlink]

I have to say as the OP that I can understand the response that this seems "business as usual" but thats the whole problem. This practice is something we as consumers should not let go on as it is unfair. You purchase a new game and expect it to be like new, if its not then they should eat the cost of having to make it right not you or me.

[pulsar0510]

To me this isn't a big deal, but I can certainly understand being upset at a product, especially a "collectors edition", being less than pristine. Since you have photo proof of the defect and the item is something that is unavailable outside of this edition, they should have accepted email documentation of the defect and sent you another copy free of charge. For the initial CSR to deny you help is expected, that you escalated it and got the same response is inexcusable.

[Sinnbox]

How many people here are not understanding that Eidos IS paying for a new book, the op simply has to pay shipping, and since he lives in canada it is higher...and since he want DC it is even higher. I have shipped several games to canada, for most items I find it cheaper to simply reimburse the person teh item cost than to use DC or Insurance because CANADIAN DC/INSURANCE IS SO DAMN EXPENSIVE!! If the OP dosent use DC it would be alot less.

Here is a recent example of how i would handle the situation:
I bought the HALO 3 collectors ed. recently(I bought the plain-jane version on release day.) and the disks were rolling around inside the case and were all scratched up. MS said that the free disk time period was up so I would have to pay $20 apiece to get new disks. so i sucked it up and went to the local Mom and Pop game store and had the disks resurfaced for $2 apiece and while my disks don't look uite mint, they look a heck of alot better than if i had paid $20 per disk to get new ones!!

[THoward7382]

This thread is TERRIBLE! Its a stupid art book. You must have nothing else in your life than to bitch about an art book. Grow up!

[Access_Denied]

I agree with you OP. These other people can go to hell. By the looks of that set, you probably paid a lot of money for it. And even if you didn't, you paid for it, you should get what is advertised. The fact that they would even send you a prepaid envelope for shipping is a statement about what kind of business they run. You were well within your rights on this one.

[powerlink]

Thanks I was about to reply that a few of the more recent negative poster have completely missed the point. I suppose some people do not value their money very much but you cannot win over everyone. For those who have seen that this is about customer service and the lack thereof happy to have helped those out. :)

p.s Zeppelin rules!

[whitedeath]

i kinda agree with the o.p on this if you pay full price you should get everything nothing should be scratched, torn, or bent.

this here goes out to all the cry babies who complain about gamestop opening games and then selling them. someone i can;t remember user name said they bought a game that was open and sold as new had many scratches on it. i say he should eat the loss kinda what the masses are doing to the o.p here

but everybody reads about the scratched game and people are liek called the 1-800 number or whatver

i say screw the 1-800 number he has no right to bitch just as all you guys are saying the o.p has no right.

[LeafPanda]

Awesome good thing Future shop listened and cared about your situation.