Only once have I requested another copy of something Paizo shipped me. It was an early AP module and the cover had a two inch rip. Paizo shipped me another no problem, which I greatly appreciate.
Lately, as a subscriber to AP, Companion, and Chronicles lines the white envelopes have been stuffed and I get the occasional "creased" spine and what-not but it is good enough so no worries.
Just got my June shipment of the AP, Companion, and Chronicles along with the Game Mastery Guide. It came in a box and while one corner of the box was crushed that didn't seem to damage anything. In fact, the AP, Companion, and Chronicles all were in really decent shape.
The Game Mastery Guide, however, has all four corners bent (the rear top one particularly so) and the rear cover has the non-spine side "punched in" in two places (equidistant from the top and the bottom). I've mostly gotten the corners resolved but it's still pretty beat up.
So, other Paizo fans -- how beat up does it have to be before you think about begging Paizo for a better copy? It isn't something I do lightly as they are a business and shipping out extra copies costs them money (and they are a business I would like to see around for a very long time!).
Whatever happened to those wonderful cardboard corner protectors that Paizo used to package the hardcovers (at least the Core Rulebook and the Bestiary) with? I think that this damage was caused simply by the shifting of the book in the quite-a-bit larger box.
Hmmm, on reflection maybe this shouldn't be in Customer Service since it was intended to spark discussion and not just deal with an issue. If it should be moved please let me know. Thanks!
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That's a tough question. Personally I kind of feel that 'new' products should be in new condition. I know this puts a burden on the Paizo crew but beat up stuff sucks :(
I generally don't mind that they delay sending a replacement to save on shipping though, as long as I have my PDFs. My April shipment got eaten by the mail and I only just got it at Paizocon but it was all good since I could still read it.
FWIW I flagged this as wrong forum since you seemed to want it elsewhere.