RPGNow/Bastion ESD Help "Hour of the Knife" Map needed

[berdoingg]

Hi all,

I've just bought one of the old scanned TSR products from RPGNow and it didn't include a fairly cruicial town map that was specifically mentioned on the description page. I've asked them for a copy of the map or a refund, as I really don't want to have to create the whole town myself (I wouldn't be buying pre-made adventures otherwise, would I!)

Their customer service department tell me that:

a) All sales are final.
b) It is the publisher's responsibility to deliver the product as advertised
c) I should take it up with publisher.
d) That's all.

This seems odd to me as:

1. In Europe this would be completely illegal. I don't know thing one about US law, but over here my contractual relationship is with the vendor and noone else. They sold me something that wasn't as they advertised it and that means I can send it back for a refund.
2. I buy stuff from RPGNow all the time, and you'd think their customer service would be a little more flexible (I work in sales and not peeing off your long-term customers is a major priority)
3. No other website that I've ever dealt with works in this way.

Can anyone help clarify where I stand, or just make nice mollifying noises until I get less cross!

I don't want to fall out with RPGNow (I really like buying PDFs, and they've been great up 'til now), but I'm not going to carry on buying from a company that washes its hands of you as soon as there's a problem. If I'm going to have to deal with the publisher myself anyway, I may as well buy from them in the first place.

Thank you for letting me rant.

Berdoingg

Edit: Changed the title...

 

[Morrus]

Which product was it, and which map was missing? Could you give us a link to the page? I think I'll be able to form a better opinion once I've read the blurb on the page, but from your account, it sounds like you're right.

One of the things about RPGNow is that it is publisher driven (i.e. the publisher controls what products are displayed, how they are displayed etc., not RPGNow). Of course, this immediately creates problems when the publisher makes a mistake, because, as you say, RPGNow is a vendor just like a high-street store, and is responsible for what it sells you, its commission arrangements with publishers notwithstanding. As far as I know, they've always been very good about refunds, though, so this does suprise me somewhat.

 

[berdoingg]

The product is Hour of the Knife.

http://www.rpgnow.com/product_info.php?products_id=1550&

Thanks for your interest.

 

[Darklone]

Shouldn't be a problem if you ask the publishers about it... they'll probably thank you.

 

[gariig]

Well, just to be the devil's advocate...RPGNow because of the nature of their goods needs to be tough. You can buy a product, make a billion copies, and return it. RPGNow just lost a sale and you keep your copy. A standard item like a cell phone breaks or you don't like it and return it. You don't have the item anymore and the company does.

Your best bet is to contact the publisher..I think Bastion Press was doing the scanning.

Gariig

 

[Morrus]

The product is Hour of the Knife.

http://www.rpgnow.com/product_info.php?products_id=1550&

Thanks for your interest.

I take it you're referring to the "full-color poster-sized map of Paridon"? Yeah, I can see your point - the product description does go out of its way to explicitly state that the map is included. Who did you speak to at RPGNow?

 

[berdoingg]

Well, just to be the devil's advocate...RPGNow because of the nature of their goods needs to be tough. You can buy a product, make a billion copies, and return it. RPGNow just lost a sale and you keep your copy. A standard item like a cell phone breaks or you don't like it and return it. You don't have the item anymore and the company does.

I understand your point, and I do think RPGNow are a great company performing a really good service. It's just that in this instance I did not receive the product I was informed I was ordering, and will at the very least have to go all round the houses to correct it. I understand that they couldn't run a blanket 'guaranteed satisfaction or your money back' policy, that would bankrupt them in minutes. If, however, they do make a mistake and ship goods that don't match up to their billing, they should act responsibly and try to sort the problem out or issue a refund.

Yeah, I can see your point - the product description does go out of its way to explicitly state that the map is included. Who did you speak to at RPGNow?

A guy named Gareth-Michael Skarka.

 

[Henry]

Just based on my personal out-of-my-nether-regions-and-totally-uninformed opinion, what RPGNow should do is give you a "store credit" (which is what most vendors of electronic products do these days) and amend the catalog entry immediately, because unless Jim Butler or a connected WotC individual is feeling particularly charity-driven, I don't think WotC is going to take any special pains to right the situation, given the current status of the ESD program.

 

[Wulf Ratbane]

Hey, at least you GOT a response.

I had some difficulty with them a while back and sent 3 or 4 emails, straight into a black hole.

Wulf

 

[Tsyr]

A guy named Gareth-Michael Skarka.

He works with them?

Huh.

*rest deleted as asked, see below*