Neutral Grounds

[ChineezPnoy]

... I sympathize with you, situations like this show how irrelevant NG can be to the boardgame hobby.

Thats also the feedback I got when I met some of the Warhammer or miniature gaming ppl.

Something about NG doing an open miniature painting contest for the community in the past.
It would seem this is a worthwhile endeavor to promote the miniature hobby in the Philippines.

Here's the clincher... the paint MUST BE PURCHASED from NG.  O_o

[Rolf]

Sorry for the delay in processing this thread. Thanks to everyone who reported the offending post. It has been documented and archived away from public view. Many thanks to John/viscoos for locking it.  I've unlocked it again so that valid discussion may continue.

[vladsee]

I also don't have a positive experience with NG in terms of their customer service and availability of RPG books and dice.  Besides, their store doesn't carry the stuff I want anyway.  Therefore, I don't buy from them at all.  I also heard some not so good business practices they do from former retailers and other customers as well.  I sure hope the store does something about this.

To balance all the complaints and rants again NG, does anyone have any positive customer service or store experience at all?   

If NG can't help, I can also attest to the great Thaad of FFG.  She sent me a missing token for my WOTR game!         

[dmnyo]

The NG staff are nice and always put up with my constant questioning of game prices although I always pass by when I'm in atc.

[catch8088]

Regardless of location, I've always had a positive response from the staff of NG.  Even those that don't know me from Adam.

My entry into board gaming was actually heralded by an event similar to yours.  My first board game was StarCraft.  My set came with a green mutalisk with a broken wing.  I told the staff of the branch I bought it from but, after speaking to them calmly, it seemed that it was beyond their power to get any decent replacements.

After a week or so of disappointment, I decided to go on FFG's forums.  It was there that I found out about Thaad.  I e-mailed her and got the new mutalisk in less than two months.  I've come to realize that this policy is the norm for board game companies since I've received parts from Z-Man and Rio Grande as well.

Making friends with the shop staff actually has benefits.  I would heartily recommend that you exert some effort in repairing the bridges you burned.

[ooh_dlee]

Thank you for your constant vigilance. I wait your judgment as to the validity of the post.

It always pains me to be flagged down, but some times you just need to post the facts you feel are relevant for people to know. Be aware that my offenses pale in comparison to the underhanded tactics being used by some people for personal gain.

It's your choice - would you prefer a forum dominated by a troll waiting to bait the next unsuspecting user with their "cheap games" and "I've been there buddy" talk, or one that oozes experience, providing richer and deeper conversation for experienced gamers and newbies alike.

If you allow this troll to continue unchecked, you will have failed in the true purpose of censorship - to protect the forum for new boardgamers who are unaware of the reputation of individuals they deal with. You will end up doing the job of a flatfoot cop - monitoring threads for "superficial" transgressions, while allowing more sophisticated forms of abuse to continue.

Sorry for the delay in processing this thread. Thanks to everyone who reported the offending post. It has been documented and archived away from public view. Many thanks to John/viscoos for locking it.  I've unlocked it again so that valid discussion may continue.

[dmnyo]

I've recently bought Gloom (got it shipped from the states) when I opened the game, I got two of the same deck of cards. I contacted Atlas games and still haven't gotten a response

[catch8088]

Send them a picture and ask for a response.  Follow it up.  Even if it takes weeks.

[isawatsuke]

contacted FFG the same hour I posted the intial topic and im getting the bow dude in 2-3 weeks 

Honestly in the age of internet shopping where the only advantage a local retailer has over cheaper alternatives is customer service and relations the attitude of NG is unforgivable.

[Gerald]

Good for you isawatsuke.  I have heard great things about FFG's customer service and am glad to see that the trend continues.

Its sad how Neutral Grounds handled your situation... they should've been more attentive and they should've also admitted from the get go that there was really nothing they can do.  And this goes for almost any game store worldwide.
 
Unfortunately, for missing components, we almost always have to go directly to the source and write whatever boardgame company (Rio Grande, Z-Man, FFG, MMP, etc.) directly to get things replaced.  Brick-and-mortar stores cannot be blamed for defects and unforeseen flaws.  As long as they sell a sealed, unopened product... its really not their fault.

Please note that I am not condoning how Neutral Grounds handled the problem.  They were wrong in alot of ways and should apologize to you for wasting your time and misplacing your proof of purchase.  Just giving everyone a heads up that in the future, it'll save everyone a massive headache if we just e-mail the company to begin with.

As a previous poster said... we should spend alot less time angry and alot more time solving problems. 

[ooh_dlee]

You have to realize that NG might be experiencing these customer service problems DUE TO the cheaper alternatives. With price competition, the ultimate losers are the employees who get asked to do more work for equal or less pay.

Think of comparing Giordano to Louis Vitton. The employees of Giordano are probably minimum wage workers who are just doing this to pass the time, while Louis Vitton can afford to hire passionate people who are committed to the fashion industry.

After all is said and done, you can always approach NG management and offer your time to improve their customer service. At this point, you may realize that it is not an easy task to run a chain of retail stores that employ low skilled workers but cater to a mid-high end market of "big kids".

Plus, you aren't even thinking about profitability. Add that in, and you have the choice of being the grumpy old rich miser who everybody hates, or the benevolent poor sari-sari store owner who everybody loves. Pick your poison.

contacted FFG the same hour I posted the intial topic and im getting the bow dude in 2-3 weeks 

Honestly in the age of internet shopping where the only advantage a local retailer has over cheaper alternatives is customer service and relations the attitude of NG is unforgivable.

[maskmanjoe]

Glad to hear na walang paring mintis ang FFG. Even among the game producers, they have the better customer service. Keep us posted on when you get your item Which reminds me, I too have a disfigured bowman in the BoW core set...

[Talismanic (Mark)]

With regard to FFG, I lost a component for death angel: space hulk and after a single e-mail, which was replied to within a week or so, I received a replacement from Thaad along with a Twilight Imperium post-card (waiting time was 3 weeks). FFG simply has great customer service.

[ClaroPaulo]

With regard to FFG, I lost a component for death angel: space hulk and after a single e-mail, which was replied to within a week or so, I received a replacement from Thaad along with a Twilight Imperium post-card (waiting time was 3 weeks). FFG simply has great customer service.

FFG continues to have one of the better customer services along side Z-Man games. I emailed them and sent them pics of broken figs from the starcraft Board game and they sent the package right away. I got all the figs replaced and it arrived around 3 weeks.

Not to complain or anything but since NG has some tie-up? with FFG, they should at least accommodate the end-users and provided service by being the ones contacting FFG as well (as an alternative from contacting themselves). Their caveat emptor is a little disheartening which drives customers to find a better and more end-user friendly establishment to frequent.

(sorry if Im reviving this, i really just wanted to say how great FFG customer service is)