My customer support experiance with Eidos

[quote name='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.[/quote]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.
 
[quote name='joshythegreat18']

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.[/quote]

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.
 
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.
 
[quote name='georox']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.[/quote]

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.
 
[quote name='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)
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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![/quote]
he probably did that so we instead of he could tell you its not that big of a deal

Welcome to CAG btw! :)
 
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.
 
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.
 
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.
 
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.
 
[quote name='infinitepez']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.[/quote]

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).


[quote name='Rig']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.[/quote]

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