(but someone's got to do it)
Plastic tray inserts of the new Machina Arcana box were often damaged in shipping (to the developer and localisation partners). So every single box had to be opened before shipping them to backers.
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Opening every box? That's gotta suck.
Yeah it seems crazy for sure!
Speaking of customer support, I have just received a rather blunt reply by Brad Talton from Level 99 on a BGG forum... In Bullet Heart, one of the character board is just printed with the wrong stuff. This is not my single copy but every copy around the planet from the first production run. Fortunately, it will get fixed in future printings.
But what about the previous owners?
For a bit of context, you might want to recall that, before delivery of the original game was fulfilled, pre-order for the first expansion was opened in May or June of this year (and the delivery of that one has been fulfilled a bit later); now they have opened the pre-orders for the stand-alone sequel (and all these releases in quick succession start to feel like a cash grab, especially when you have to pay $24 shipping every time and cannot combine items as a EU customer).
So I asked, now that they take pre-order copies of Bullet Star, if they could offer a reasonable way to get corrected character boards (I don't know, like adding an additional character board in every production copy of Bullet Star? whatever suits them the best).
Here is the reply I got:
We have a pretty sizable catalog, and we don't keep a stock of replacement parts for each game. So when you ask for a replacement part, you're asking us to crack open a box, throw away the rest of the game and send you this one piece... that's what we have to do every time we get a missing parts ticket.
We would much rather that you donate the game you have to a school or library, write off its cost on your taxes, and then order a new copy. That's technically a 'free' method to get a fixed component, and would ensure that your game continues to see use and that the hobby is introduced to others. If you consider that course reasonable, then you have a reasonable solution available right now.
(I don't know what is this taxes story but in France it sure doesn't work that way.)
I wish they did the same at Wizkids with Mage Knight Ultimate Edition...