Order #979078 arrived damaged

[Void_Eagle]

I just received this order, and both books in it were damaged. There is noticeable damage to the box they came in, and the spine of both books were bent, Darkmoon Vale being the worst. I'm currently seeing if I can fix them, but in case I can't what do I need to do to get replacement copies?

Thanks

[Cosmo]

Void_Eagle wrote:

I just received this order, and both books in it were damaged. There is noticeable damage to the box they came in, and the spine of both books were bent, Darkmoon Vale being the worst. I'm currently seeing if I can fix them, but in case I can't what do I need to do to get replacement copies?

Thanks

I will get replacements put in with your next subscription shipment. If you should decide that this is unnecessary, let me know an I will cancel them.

Thanks,
cos

[Void_Eagle]

Cosmo wrote:

I will get replacements put in with your next subscription shipment. If you should decide that this is unnecessary, let me know an I will cancel them.

Thanks,
cos

Cool cool, thanks. I should know if I can save them by Friday. :)

Edit: Btw, this order was sent via UPS, which I think means it's insured. If this is the case, is there something special I need to do to so you guys don't end up footing the bill on this?

[Void_Eagle]

Cosmo wrote:

I will get replacements put in with your next subscription shipment. If you should decide that this is unnecessary, let me know an I will cancel them.

I was able to mostly salvage AP #11 so you can cancel the replacement for taht one. Unfortunately the spine of Darkmoon Vale is still noticably bent.

Thanks for the help. :)

[Cosmo]

Void_Eagle wrote:

Cosmo wrote:

I will get replacements put in with your next subscription shipment. If you should decide that this is unnecessary, let me know an I will cancel them.

I was able to mostly salvage AP #11 so you can cancel the replacement for taht one. Unfortunately the spine of Darkmoon Vale is still noticably bent.

Thanks for the help. :)

Thank you for the notice and I have canceled the replacement PF#11. A replacement Guide to Darkmoon Vale will be coming with your next subscription shipment.

Void_Eagle wrote:

Edit: Btw, this order was sent via UPS, which I think means it's insured. If this is the case, is there something special I need to do to so you guys don't end up footing the bill on this?

Meh...

I'm sure that there is, but it would be more hassle than it is worth since we are bundling the replacement with your subscription shipment.

thanks,
cos

[Russ Taylor]

Void_Eagle wrote:

Edit: Btw, this order was sent via UPS, which I think means it's insured. If this is the case, is there something special I need to do to so you guys don't end up footing the bill on this?

If I may jump into the thread, getting UPS to honor insurance is a special kind of hell. For us, it finally took having our account rep give them a call, along the lines of "DO YOU HAVE ANY IDEA HOW MUCH THESE GUYS SHIP???". This was for a fully insured computer, packed in the original shipping container, that they claimed was inadequately packaged.

[Ross Byers]

Were I work UPS lost a parcel, not the box, mind you, but the stuff in it. It arrived containing only a sheet of bubble wrap, despite the UPS shipping label reading something like 20 pounds.

One end of the box was dented and taped over with tape that did not match the rest of the tape on the box. Our theory was that someone at UPS dropped it, somehow didn't notice (or didn't care about) the big honking chunk of plastic that must have come out, taped it up and went about his day.

It took several hours on our end to get UPS to even think about paying for it. They asked how much it cost. It was a custom-molded part for a prototype. We basically told them to talk to the shipper and get a quote for molding another one.

I still don't know if we got any money out of them for it.

[Cosmo]

Actually, I would like to chime in and say that my interactions with UPS are nearly always positive. In my capacity here at Paizo, I've had to contact them many times for various reasons, including getting reimbursed for insured packages, and (while there are several hoops to jump through) it is usually a pretty straightforward process. Their automated phone system is pretty maddening, but once you get to them the operators are nearly always pleasant and helpful (something I take a professional notice of).

To be honest, whenever someone has a problem with an order, I am always happy if I see that the order has been shipped via UPS. Trackablility and the insurance almost always means that I can come up with an answer for the customer immediately. With a USPS shipment, there's quite a bit of ambiguity and I have to make a judgment call a lot of times.

Just sayin'... :)