customer service doesn't appear to be what it once was.
I contacted them over a month ago about the fact that I moved and one of my boxes went missing. Unfortunately, this box contained a module (no biggie I can replace) but also held all the maps I collected over the years from the various adventure books I purchased.
Not only did it take over a month to contact me back, but customer service said there was nothing they could do to replace the maps which are so expensive online. Their solution was for me to contact my local Wizards Play Network Store, whatever the heck that is! Because they can be helpful investigating these things.
Contrast this with a few years ago when my 5e PHB was falling apart due to poor binding, they talked to me over the phone and shipped a replacement over to me, in a very timely manner. I am disappointed that my collection is now devoid of my maps. I realize it isn't the company's fault, but seems they could have maybe done more than just refer me to a store.
If this is how they treat a customer now that has been with them since 1984, shudder to think what it will be like moving forward.
A 'Wizards Play Network Store' is a gaming store that has affiliations with the Wizards Play Network program. You were probably directed there because while customer service can't replace the maps you lost, a local store may have some maps left over from people having run the adventures.
It stands to reason that customer service can't replace these maps, assuming you're referring to the tear out maps from adventures. Those maps are part of the printed book and based on the situation you described, it wasn't through any action of Wizards of the Coast that you've misplaced them. I agree they're very good (still are) when it comes to replacing faulty products such as your PHB; I've had a couple of my books replaced free of charge. However, WotC isn't responsible in this situation, so that's likely why they're unable to help you.
As another suggestion, if you own the adventures on D&D Beyond, you can download the high resolution maps (all poster maps from books are included with the digital versions here) and then get them printed out. I've done this for a few of my books and it's not too expensive; certainly cheaper than purchasing a whole new book just for the poster map.
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Establish boundaries. And if anyone crosses them, speak up. If they don’t listen, there’s always cloudkill …
I am not sure I am following this right. You moved and a box went missing, something that has nothing to do with WOTC?
I have been very against WOTC when they did something wrong but I don’t know many companies that would do much with this. Hell they directed you to someone who might be able to help. It’s not bad customer service to not fix a problem you didn’t cause. That liability lies with whatever company lost the box. It is exceptional service to fix that but that is very much the exception, not the rule.
If I lost my old books through no fault of the company I would not expect them to replace it.
...if I bought a car off of you, drove it for a few years then crashed it, would you buy me as new one?
It's really not WotC's responsibility. Honestly, if they.had done that for me, I'd have been singing their praises.
Yeah, it's a bit bad that they took so long to respond to your email. I might have a softer eye for them though, because with this OGL nonsense they're probably up to their neck in angry emails at the moment. Still, I'm not convinced there is any hay to be made from the fact that they're not replacing something that you've lost.
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If you're not willing or able to to discuss in good faith, then don't be surprised if I don't respond, there are better things in life for me to do than humour you. This signature is that response.
So to be clear hoardmaster55 are you mad because it took a month for response or are you mad becasue they won't replace the maps for free or reduced price?
Yeah, it's a pretty clear difference between a book's binding falling apart and a publisher sending you a replacement and your present scenario. I'm sorry you lost your stuff but game purchases don't come with an insurance plan. Poor binding is the publisher's fault and it's common for publishers to repair their production error with a replacement copy. That replacement policy does not extend to you losing stuff or having it stolen etc. That's your shipper or mover's fault, the remedy is on them.
again that isnt customer services job, and has never been done by them on a large scale, to replace things that players lose due to their own negligence
never said it was their fault. I did say customer service isn't what it used to be.
That's the thing, though. It's not their fault, so it's unreasonable to expect them to foot the bill.
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If you're not willing or able to to discuss in good faith, then don't be surprised if I don't respond, there are better things in life for me to do than humour you. This signature is that response.
I still think they are a big company with tons of cash. Making customers happy isn't really that expensive to them, they could if they wanted to. Since they don't I am done buying their books.
I still think they are a big company with tons of cash. Making customers happy isn't really that expensive to them, they could if they wanted to. Since they don't I am done buying their books.
I mean one way to burn lots of money is to replace any product someone else damages or loses on demand forever even when no liability exists.
making one customer happy is cheap for them. But then they have to do that for everyone and that gets EXPENSIVE.
If you don’t want to get the book. Go for it. But they did nothing wrong and in this circumstance it is unreasonable for this to be a negative in any way. I am not sure why this post exists if you weren’t angry at them for this
I still think they are a big company with tons of cash. Making customers happy isn't really that expensive to them, they could if they wanted to. Since they don't I am done buying their books.
making customers happy like that would just burn what little revenue, and youd end up with books being printed without maps because they dont want to replace what someone else damages
It probably would not cost very much at all for a big company like WotC to send out a few maps
I think part of your problem is that you do not understand how printing works—and that is giving you an unrealistic expectation of what they can do.
Let’s start with the relatively safe assumption that Wizards does not have extra maps just lying about they can mail to customers. Storage is expensive, and loose pieces of paper are fairly prone to damage, so holding them until you need to ship a loose piece of paper does not really make much sense. They probably do have extra books in a warehouse somewhere—but they are very unlikely to burn a whole book just because someone lost the most easy to lose part of the book. If they did, they would have significant problems - once you start replacing something that many people misplace, others are likely going to want their lost maps replaced as well.
With their current stockpiles likely not being able to help you, that leads to printing a new map. Professional printing isn’t as simple as clicking Control+P and calling it a day. You have to send your order to a printing facility who then has to print from the order on the correct paper, with the correct inks, to get the right amount of gloss and overall quality. None of that is cheap—which is why Wizards does things at scale to reduce costs. They are not really set up to do single printings to replace one person’s product - and they’re not going to do a massive order to stockpile that missing parted future folks for the storage reasons outlined above.
Additionally, the number of completely unreasonably people who would boycott a company because the company didn’t fix something that (a) was not their fault and (b) is fairly obviously an unreasonable and effectively impossible thing to fix is pretty low. They can afford to lose you as a customer. Your buying prospects are questionable in the first place—if this, which is nothing, set you off, you’ll probably quit again over something small, reducing your estimated value. On the other hand, if “we replace maps, even when it was completely someone else’s fault they got damaged” gets around, that would cause them a lot more financial hardship than a few lost customers (possibly just you—this is so unreasonable an ask I cannot imagine many others would quit the game over it).
customer service doesn't appear to be what it once was.
I contacted them over a month ago about the fact that I moved and one of my boxes went missing. Unfortunately, this box contained a module (no biggie I can replace) but also held all the maps I collected over the years from the various adventure books I purchased.
Not only did it take over a month to contact me back, but customer service said there was nothing they could do to replace the maps which are so expensive online. Their solution was for me to contact my local Wizards Play Network Store, whatever the heck that is! Because they can be helpful investigating these things.
Contrast this with a few years ago when my 5e PHB was falling apart due to poor binding, they talked to me over the phone and shipped a replacement over to me, in a very timely manner. I am disappointed that my collection is now devoid of my maps. I realize it isn't the company's fault, but seems they could have maybe done more than just refer me to a store.
If this is how they treat a customer now that has been with them since 1984, shudder to think what it will be like moving forward.
I believe you could have landed on the wrong manager in the support service, so you did not receive a response for a long time. As for the situation, the company's fault is not here and they are not obliged to compensate for losses caused by a third party. I had a similar problem when ordering books needed for my research. Due to a mistake by the manager, the books were sent to another city, and I had to seek help writing my research paper due to the imminent deadline. It's good that there are services like https://paperell.net/write-my-research-paper where professional writers can help with your assignment in a short time. I do not blame the company, but I clearly understand that, in my case, the mistake of a particular person played a role, as well as the fact that I incorrectly allocated my time. I can only advise you to analyze the situation without emotions and draw the correct conclusions. Good luck.
customer service doesn't appear to be what it once was.
I contacted them over a month ago about the fact that I moved and one of my boxes went missing. Unfortunately, this box contained a module (no biggie I can replace) but also held all the maps I collected over the years from the various adventure books I purchased.
Not only did it take over a month to contact me back, but customer service said there was nothing they could do to replace the maps which are so expensive online. Their solution was for me to contact my local Wizards Play Network Store, whatever the heck that is! Because they can be helpful investigating these things.
Contrast this with a few years ago when my 5e PHB was falling apart due to poor binding, they talked to me over the phone and shipped a replacement over to me, in a very timely manner. I am disappointed that my collection is now devoid of my maps. I realize it isn't the company's fault, but seems they could have maybe done more than just refer me to a store.
If this is how they treat a customer now that has been with them since 1984, shudder to think what it will be like moving forward.
A 'Wizards Play Network Store' is a gaming store that has affiliations with the Wizards Play Network program. You were probably directed there because while customer service can't replace the maps you lost, a local store may have some maps left over from people having run the adventures.
It stands to reason that customer service can't replace these maps, assuming you're referring to the tear out maps from adventures. Those maps are part of the printed book and based on the situation you described, it wasn't through any action of Wizards of the Coast that you've misplaced them. I agree they're very good (still are) when it comes to replacing faulty products such as your PHB; I've had a couple of my books replaced free of charge. However, WotC isn't responsible in this situation, so that's likely why they're unable to help you.
As another suggestion, if you own the adventures on D&D Beyond, you can download the high resolution maps (all poster maps from books are included with the digital versions here) and then get them printed out. I've done this for a few of my books and it's not too expensive; certainly cheaper than purchasing a whole new book just for the poster map.
I am not sure I am following this right. You moved and a box went missing, something that has nothing to do with WOTC?
I have been very against WOTC when they did something wrong but I don’t know many companies that would do much with this. Hell they directed you to someone who might be able to help. It’s not bad customer service to not fix a problem you didn’t cause. That liability lies with whatever company lost the box. It is exceptional service to fix that but that is very much the exception, not the rule.
If I lost my old books through no fault of the company I would not expect them to replace it.
...if I bought a car off of you, drove it for a few years then crashed it, would you buy me as new one?
It's really not WotC's responsibility. Honestly, if they.had done that for me, I'd have been singing their praises.
Yeah, it's a bit bad that they took so long to respond to your email. I might have a softer eye for them though, because with this OGL nonsense they're probably up to their neck in angry emails at the moment. Still, I'm not convinced there is any hay to be made from the fact that they're not replacing something that you've lost.
If you're not willing or able to to discuss in good faith, then don't be surprised if I don't respond, there are better things in life for me to do than humour you. This signature is that response.
So to be clear hoardmaster55 are you mad because it took a month for response or are you mad becasue they won't replace the maps for free or reduced price?
You moved, you lost a box, and somehow that's WotC's fault?
I'm sorry, but you'll have to explain that to the class.
Anzio Faro. Protector Aasimar light cleric. Lvl 18.
Viktor Gavriil. White dragonborn grave cleric. Lvl 20.
Ikram Sahir ibn-Malik al-Sayyid Ra'ad. Brass dragonborn draconic sorcerer Lvl 9. Fire elemental devil.
Tayn of Darkwood. Human Life Cleric. Lvl 10.
Yeah, it's a pretty clear difference between a book's binding falling apart and a publisher sending you a replacement and your present scenario. I'm sorry you lost your stuff but game purchases don't come with an insurance plan. Poor binding is the publisher's fault and it's common for publishers to repair their production error with a replacement copy. That replacement policy does not extend to you losing stuff or having it stolen etc. That's your shipper or mover's fault, the remedy is on them.
Jander Sunstar is the thinking person's Drizzt, fight me.
nah this isnt on them, this is on you, or the company you paid to ship it
Also what couldt they done more?Like is not theirs fault u lost those so why would they replace it ore something like that?🤨
Just to be nice I thought. I get it's not their fault.
It probably would not cost very much at all for a big company like WotC to send out a few maps
never said it was their fault. I did say customer service isn't what it used to be.
again that isnt customer services job, and has never been done by them on a large scale, to replace things that players lose due to their own negligence
That's the thing, though. It's not their fault, so it's unreasonable to expect them to foot the bill.
If you're not willing or able to to discuss in good faith, then don't be surprised if I don't respond, there are better things in life for me to do than humour you. This signature is that response.
Those maps are tear out products from books, so each map would cost as much functionally as a whole new book.
If they send out a few free maps to you, they'll end up having to send a few free maps to everybody.
No.
That is an unreasonable expectation given that you have already admitted to being the one at fault here.
Anzio Faro. Protector Aasimar light cleric. Lvl 18.
Viktor Gavriil. White dragonborn grave cleric. Lvl 20.
Ikram Sahir ibn-Malik al-Sayyid Ra'ad. Brass dragonborn draconic sorcerer Lvl 9. Fire elemental devil.
Tayn of Darkwood. Human Life Cleric. Lvl 10.
[REDACTED]
I still think they are a big company with tons of cash. Making customers happy isn't really that expensive to them, they could if they wanted to. Since they don't I am done buying their books.
I mean one way to burn lots of money is to replace any product someone else damages or loses on demand forever even when no liability exists.
making one customer happy is cheap for them. But then they have to do that for everyone and that gets EXPENSIVE.
If you don’t want to get the book. Go for it. But they did nothing wrong and in this circumstance it is unreasonable for this to be a negative in any way. I am not sure why this post exists if you weren’t angry at them for this
making customers happy like that would just burn what little revenue, and youd end up with books being printed without maps because they dont want to replace what someone else damages
I think part of your problem is that you do not understand how printing works—and that is giving you an unrealistic expectation of what they can do.
Let’s start with the relatively safe assumption that Wizards does not have extra maps just lying about they can mail to customers. Storage is expensive, and loose pieces of paper are fairly prone to damage, so holding them until you need to ship a loose piece of paper does not really make much sense. They probably do have extra books in a warehouse somewhere—but they are very unlikely to burn a whole book just because someone lost the most easy to lose part of the book. If they did, they would have significant problems - once you start replacing something that many people misplace, others are likely going to want their lost maps replaced as well.
With their current stockpiles likely not being able to help you, that leads to printing a new map. Professional printing isn’t as simple as clicking Control+P and calling it a day. You have to send your order to a printing facility who then has to print from the order on the correct paper, with the correct inks, to get the right amount of gloss and overall quality. None of that is cheap—which is why Wizards does things at scale to reduce costs. They are not really set up to do single printings to replace one person’s product - and they’re not going to do a massive order to stockpile that missing parted future folks for the storage reasons outlined above.
Additionally, the number of completely unreasonably people who would boycott a company because the company didn’t fix something that (a) was not their fault and (b) is fairly obviously an unreasonable and effectively impossible thing to fix is pretty low. They can afford to lose you as a customer. Your buying prospects are questionable in the first place—if this, which is nothing, set you off, you’ll probably quit again over something small, reducing your estimated value. On the other hand, if “we replace maps, even when it was completely someone else’s fault they got damaged” gets around, that would cause them a lot more financial hardship than a few lost customers (possibly just you—this is so unreasonable an ask I cannot imagine many others would quit the game over it).
I believe you could have landed on the wrong manager in the support service, so you did not receive a response for a long time. As for the situation, the company's fault is not here and they are not obliged to compensate for losses caused by a third party. I had a similar problem when ordering books needed for my research. Due to a mistake by the manager, the books were sent to another city, and I had to seek help writing my research paper due to the imminent deadline. It's good that there are services like https://paperell.net/write-my-research-paper where professional writers can help with your assignment in a short time. I do not blame the company, but I clearly understand that, in my case, the mistake of a particular person played a role, as well as the fact that I incorrectly allocated my time. I can only advise you to analyze the situation without emotions and draw the correct conclusions. Good luck.