Hello Customer Service!
I've sent two emails related to this issue with no response on 8/19 and 8/26. I see from other threads that GenCon and Con Crud and probably vacations and possibly an email issue have all resulted in everything presently being on fire in the Customer Service department, so that's fine - I get it. Everything has been on fire at my workplace since May, so I can certainly empathize and I'm sure you're working through everything as quickly as you can.
With that said, since it's been a couple weeks I wanted to reach out this way in the hopes of getting the issue resolved sooner rather than later.
Basically, the post office seems to have dropped the package for this order in a puddle and then either stepped on it or run over it. The package showed up in my mailbox in one of those "Oops we broke your mail!" transparent bags that the Post Office uses when they destroy a package.
The package itself was crumpled and water damaged with several holes, and the books inside were likewise crumpled and water damaged.
Incident at Absalom Station seems to have thrown itself on the metaphorical grenade of Post Office carelessness and suffered a damaged spine and some serious contusions along the top of the pages as a result. I am reasonably sure that it cannot be opened without the whole thing starting to fall apart.
I@AS's sacrifice protected The Lost Outpost from the most extreme damage, but it is nonetheless crumpled pretty badly.
I understand and appreciate that you had nothing to do with the Post Office's decision to play water polo with my game books, but unfortunately that does not change the sad fact that neither book was received in acceptable condition.
If possible, I would appreciate it if you could replace both books. If it will be cheaper for you to send them with my next subscription package, that will be fine.
I can take pictures if you really need them, but given the fact that I've been an AP subscriber since the beginning with no previous requests of this nature and that I've already attempted to resolve this issue twice without response, I'm already a bit frustrated here.
Please let me know what, if anything, you need from me to resolve this issue.
Thanks for your time and for your assistance, and my apologies if I came across as a little grumpy! :)
Customer Service Representative
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Hello Critic,
Thank you for your notification! I'm sorry that we hadn't responded to your emails yet, but we are still working on our backlog at the moment. I apologize for the inconvenience, and we greatly appreciate your patience!
I've got a replacement order set up for these two items, and I'll go ahead and get them sent out as soon as possible. Once our warehouse has processed the order for shipment, you should receive a confirmation email to let you know that they're on the way. Hopefully the postal service will treat them a little bit better this time around! :)
Please don't hesitate to ask if there are any further questions or concerns that you may have in the meantime, and I will be more than happy to help out as best I can.
Thanks!
-Katina
Thanks for your help Katina! :)
The post office has been pretty reliable up until this point, so here's hoping they got whatever mischief got my package damaged out of their system!
I got an email stating that a replacement copy of The Lost Outpost would be included in my next subscription order, but it didn't mention Incident at Absalom Station.
Do you know if it will be included in this shipment, if it will come separately, or if it's been scheduled to come out at the same time as the next Starfinder AP issue?
Thanks again for your help and for your time!
Hello Critic,
Thank you for letting us know. It was in your sidecart but hadn't moved into the order like it was supposed to. I have moved it and you will be receiving an updated email confirmation reflecting that change.
Confirmed!
Thanks for your help! :)