Estimated Turnaround time on Bones replacements?

[Vilegrimm]

Perhaps, but the problem is, after the lack of communications regarding the Kickstarter mail outs, I'm suffering from a lack of faith. I had to email Reaper to find out

that the Canadian PO box vampire sets hadn't been sent when they stated that they were finished with Canada. It was only after I emailed them again that I found out

when they had planned to ship the last Canadian orders, and it was someone else's email on Kickstarter that finally got us a confirmation that they had been shipped.

Without that, were pretty much left completely in the dark.

 

Add to that the issue of our store's Undertaker package going missing (at least, I assume it's missing because it does not take 12+ business days to get across Canada)

and Reaper unable to give us a tracking number (and we still haven't heard from RAFM, whom they gave the packages to to deal with), and you see why I get a bit

concerned when I haven't heard from Reaper yet. If they had come out at the beginning of the "repair what got mixed up" phase of the Bones and said:

 

"We will be working on replacement parts and Bones on a first come, first serve email basis; after you receive your auto-confirm, please give us a month to send you a shipping confirmation

email for your parts. If you haven't heard from us by then, please use (insert email here) to contact us again. Thanks for your patience!"

 

then I would be more than happy to give them time. Now, I'm not so sure...

 

-Vilegrimm

[Nocturne]

Has anyone had notification of missing parts being sent yet though? As far as I was aware they've not even got to the replacement stage yet.

[Vilegrimm]

On their last Kickstarter update (#98, August 23), they had written this:

 

"Now we begin the process of dealing with replacements for missing or damaged items.

If you've already been in touch with us, you're already on the list, and we're going to get you taken care of."

... along with pertinent information on how to contact them. I assumed that this meant they were starting the

replacement stage then.

-Vilegrimm

[Nocturne]

Ah right, I'd missed that one thanks. I got my reply that they'd received notification of missing items on July 29th. If they are doing it on a first come first serve basis like they say I wouldn't expect to hear anything for quite a while with how much later our international pledges went out after most of the US ones.

 

EDIT: If you've not received the email that says"We received your email regarding your KS issue and have logged it. We will resolve it as soon as we can after our final phase of KS fulfillment. Thanks!" You should follow it up, otherwise I;m afraid you are in a long queue.

Edited September 7, 2013 by Nocturne

[Vilegrimm]

Sent in an email about the arm again. Let's see what I get for a response this time!

 

-Vilegrimm

[Vilegrimm]

Aaaand... just like that, received a reply today that they are sending me out a replacement arm for C'thulhu.

 

I likes that!

 

-Vilegrimm

[G_S]

Well I guess I must go complain again as i have been waiting for two months for them to finish off mine, and they are now sending fixes for some one who received their order two months after I received my vampire, which was missing a whole bag from the vampire set...

Edited September 13, 2013 by G_S

[Reaperbryan]

Sending a second or third email doesn't help us fill them faster. In fact it complicates things tremendously, as we have to research if this email is related to previous emails or represents a new problem, has the first shipment been sent/did it get lost and we need to try again etc.

 

I know y'all hate the phrase, but we are working on it.

[Slendertroll]

Posting a second or third post doesn't get the point across any better, Bryan.

[SamuraiJack]

Will it complicate thigns If I place an order and ask them to toss in the one mini I need replaced?

[Last Knight]

I've received word through various signs and portents that Cthulhu's head will be coming to me soon.

[Kroas]

This is why when I realized I missed a missing piece and a another damaged miniature a few hours later, I sent another email updating the list with not just to two new minis but I posted my previous message/list so they wouldn't have to dig for it :P

 

Now I'm just worried I may have missed one or so.....

[Jasper_the_2nd]

Will it complicate thigns If I place an order and ask them to toss in the one mini I need replaced?

 

I tried that with my recent order, but alas, no leg of Kaladrax, nor fist of Agramon were present. There was, however, a lovely orange-y peach sample bottle, which SOO doesn't go with the vampire I'm currently painting, but might not be bad for a goblin skin tone....hmmmm

[Humansquish]

I haven't sent in an email about the parts I'm missing because I am debating. I didn't get the shield arm for Kavorg http://www.reapermini.com/OnlineStore/Bones/latest/77064 I'm debating not requesting a replacement arm because I'm liking the idea of a badass ork with one arm.

[Kroas]

So because I sent a message late realizing one mini might be damage and one mini was missing a piece, I just got this email responding to it.

 

"we already placed the order for the figures from your previous email so these two additional figures you've been sent a gift certificate to credit them. Thanks!"

 

That's $10 I'm getting credit for, and I actualyl feel bad taking it because it was my fault I forgot to add them to the first message and that instead of making sure the minis I listed aren't damage they are just sending new ones. I am shocked by the level of customer service, its nice but i feel like they are doing too much. But this made me realize that Reaper is really a more wonderful company than I originally thought. I'm worried about how this will cost them to replace all of the minis for everyone for minor things like nose damage that radically change the miniature in terms of looks, but at the same time I am very touched by the level of compensation and willingness.