RPGNow/Bastion ESD Help "Hour of the Knife" Map needed
- Thread starter berdoingg
- Start date
berdoingg
First Post
Sigil,
I'm not in the slightest bit angry. I've never ranted about any company on any board before, but this just seems like a company that I use often is not giving me the customer service that other companies provide as a matter of course. It's not that the goods are shoddy, or not what I wanted. The product differs significantly from how it was advertised on RPGNow's site. Which is bad.
I don't think your Visa analogy describes the relationship correctly. Just because there is no physical product doesn't exempt me from the rights I would have as a purchaser in a grocery or electrical store.
Plus, if I DO complain to Visa they'd sort my problem out right away, refund me my money and make it the publisher's problem.
berdoingg said:
It's actually pretty close. Closer would be: RPG Now is the delivery method---you're actually buying from the publisher. RPG Now does not operate like a store--the publishers put up their own products, product info and graphics. They upload the files. We provide a delivery system.
I just got off the phone with James, since I hadn't heard back from him on email. He clarified the policy for me: Our site does have an "all sales are final" pollicy, but--and this is important---We *will* refund in those circumstances when the customer is not able to resolve the matter with the publisher. We just direct the customer to the publisher first.
GMS
MEG Hal
First Post
berdoingg said:Thanks for the various support and advice. It sounds like this kind of practise is no more legal in the States than in the UK. Unfortunately I used a debit card not a credit card, so getting the payment stopped isn't an answer. It's not something I'd choose to do anyway. I'm confident we can get this worked out between our good selves
I've contacted Jim from Bastion but have not heard back yet.
Jim is away till Wednesday I believe and he may not have access to a computer---just an FYI---
rpghost
First Post
This has all gotten blow out of proportion I think...
We will of course change the product description or remove the product. But we don't do that instantly, we wait a day or so for it to get resolved by the publisher.
In a case where the publisher doesn't make good, we do issue refunds. Have done so in the past, will continue to do so when it make sense.
WOTC hired Jim Butler (who is currently in Vagus at a convention) to do the ESD ages ago and made him use thier copies. The product sold on our site is the same as is sold on SV GAMES for years. But in our case we activally attempt to correct these problems. We have done so with the help of Jim (being unpaid might I add) to correct them. In the 2 years that SV GAMES sold these exact same products he's had just a few requests for changes. Now that RPGNow handles these product he gets a LOT more as we try to fix these. But he is only human and can only feel guilty about WOTC's lack of concern so much... so till very recently he has corrected a dozen or so products for us.
As for our position, we cannot possibly review/audit all the products. We've said this many times before. No one wants to see the percentages for payment to change just to pay for a staff person to do such things...
In short, 99% of the time the publisher corrects the problem and is greatful for someone pointing it out. Usually within a day so we don't change the products instantly as it usually works out fine.
Now since I am so busy with our new store, I didn't realise the product in question was a TSR product so when I gave instructions on how to handle it, they were our standard operating procedures.
Of course it would be easier if we just replaced your product with another choice, since issuing refunds just ends up costing RPGNow money and time...
Hope that helps, sorry you think you got stonewalled. The point was never anything other then to send you to the publisher to get a fixed version.
James
We will of course change the product description or remove the product. But we don't do that instantly, we wait a day or so for it to get resolved by the publisher.
In a case where the publisher doesn't make good, we do issue refunds. Have done so in the past, will continue to do so when it make sense.
WOTC hired Jim Butler (who is currently in Vagus at a convention) to do the ESD ages ago and made him use thier copies. The product sold on our site is the same as is sold on SV GAMES for years. But in our case we activally attempt to correct these problems. We have done so with the help of Jim (being unpaid might I add) to correct them. In the 2 years that SV GAMES sold these exact same products he's had just a few requests for changes. Now that RPGNow handles these product he gets a LOT more as we try to fix these. But he is only human and can only feel guilty about WOTC's lack of concern so much... so till very recently he has corrected a dozen or so products for us.
As for our position, we cannot possibly review/audit all the products. We've said this many times before. No one wants to see the percentages for payment to change just to pay for a staff person to do such things...
In short, 99% of the time the publisher corrects the problem and is greatful for someone pointing it out. Usually within a day so we don't change the products instantly as it usually works out fine.
Now since I am so busy with our new store, I didn't realise the product in question was a TSR product so when I gave instructions on how to handle it, they were our standard operating procedures.
Of course it would be easier if we just replaced your product with another choice, since issuing refunds just ends up costing RPGNow money and time...
Hope that helps, sorry you think you got stonewalled. The point was never anything other then to send you to the publisher to get a fixed version.
James
. Good to hear that.
rpghost
First Post
This has all gotten blow out of proportion I think...
We will of course change the product description or remove the product. But we don't do that instantly, we wait a day or so for it to get resolved by the publisher.
In a case where the publisher doesn't make good, we do issue refunds. Have done so in the past, will continue to do so when it make sense.
WOTC hired Jim Butler (who is currently in Vagus at a convention) to do the ESD ages ago and made him use thier copies. The product sold on our site is the same as is sold on SV GAMES for years. But in our case we activally attempt to correct these problems. We have done so with the help of Jim (being unpaid might I add) to correct them. In the 2 years that SV GAMES sold these exact same products he's had just a few requests for changes. Now that RPGNow handles these product he gets a LOT more as we try to fix these. But he is only human and can only feel guilty about WOTC's lack of concern so much... so till very recently he has corrected a dozen or so products for us.
As for our position, we cannot possibly review/audit all the products. We've said this many times before. No one wants to see the percentages for payment to change just to pay for a staff person to do such things...
In short, 99% of the time the publisher corrects the problem and is greatful for someone pointing it out. Usually within a day so we don't change the products instantly as it usually works out fine.
Now since I am so busy with our new store, I didn't realise the product in question was a TSR product so when I gave instructions on how to handle it, they were our standard operating procedures.
Of course it would be easier if we just replaced your product with another choice, since issuing refunds just ends up costing RPGNow money and time...
Hope that helps, sorry you think you got stonewalled. The point was never anything other then to send you to the publisher to get a fixed version.
James
We will of course change the product description or remove the product. But we don't do that instantly, we wait a day or so for it to get resolved by the publisher.
In a case where the publisher doesn't make good, we do issue refunds. Have done so in the past, will continue to do so when it make sense.
WOTC hired Jim Butler (who is currently in Vagus at a convention) to do the ESD ages ago and made him use thier copies. The product sold on our site is the same as is sold on SV GAMES for years. But in our case we activally attempt to correct these problems. We have done so with the help of Jim (being unpaid might I add) to correct them. In the 2 years that SV GAMES sold these exact same products he's had just a few requests for changes. Now that RPGNow handles these product he gets a LOT more as we try to fix these. But he is only human and can only feel guilty about WOTC's lack of concern so much... so till very recently he has corrected a dozen or so products for us.
As for our position, we cannot possibly review/audit all the products. We've said this many times before. No one wants to see the percentages for payment to change just to pay for a staff person to do such things...
In short, 99% of the time the publisher corrects the problem and is greatful for someone pointing it out. Usually within a day so we don't change the products instantly as it usually works out fine.
Now since I am so busy with our new store, I didn't realise the product in question was a TSR product so when I gave instructions on how to handle it, they were our standard operating procedures.
Of course it would be easier if we just replaced your product with another choice, since issuing refunds just ends up costing RPGNow money and time...
Hope that helps, sorry you think you got stonewalled. The point was never anything other then to send you to the publisher to get a fixed version.
James
Tilla the Hun (work)
First Post
[edit: after reading the last few posts]
Thanks James - you've answered my question indirectly. It's good to see that you -do- make customers happy in an unhappy situation, up to and including refunds.
Absolutely no need for this post now
Thanks James - you've answered my question indirectly. It's good to see that you -do- make customers happy in an unhappy situation, up to and including refunds.
Absolutely no need for this post now
Last edited:
GMSkarka said:
So basically you operate like a consignment store. The only difference is that you provide electronic goods instead of durables. Are consignment stores exempt from liability for the products they sell? I don't know, but somehow I really doubt it.
EDIT: Although I do see that your actual policy does include refund, so I'm just being theoretical here in response to some of the disclaimers which I find odd.
Last edited:
berdoingg
First Post
That's all I needed. Thanks, I'll accept store credit for the product. Please send me an email confirming that this is the case.
Morrus, did you change the title of this thread? I was going to do this myself as soon as I got a satisfactory result. It seems a bit heavy handed to editorialise my opinion, did you get hassled into this? Or did you feel we were being unfair?
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