I don't point fingers at a lot of online retailers, here, because I really do want you guys to support your local game stores, if you have a good one. If you have a bad game store, then, by all means, buy online. And I mean that. If you don't have a local game store, then - again - buy online.
A few weeks ago, because of a weird timing hiccup, I had a small PayPal balance.
Since I'm getting back into the Mutant Chronicles universe via the RPG, I figured I'd get into the minis game, too. Because why not?
Here's the thing about the game: It requires a set of templates. Sure, I can order them from the manufacturer, but it's $12 for the templates and then $20 for the shipping. So I poked around online, and saw that Noble Knight had a set listed on eBay (I couldn't find it in their webstore, however). So, having the PayPal balance to burn and needing the templates, I placed the order. They shipped very promptly and arrived crazy-fast.
Only ... the eBay auction was for a clear set. It was pictured on the auction. The one I received was the orange set that I linked to above. I have ... feelings about orange. And this template set is one of my favorite shades.
So I e-mailed Noble Knight, asking if they had a clear one and how to exchange if they did. I also made it clear that I'd be okay with keeping the orange if they didn't have a clear. Because - again - necessary for play. And orange is better than nothing.
Side note: The manufacturer has put their rulebook up online. The full rulebook. It's that "Corporate Warbook" that takes up the top half of this page. In that rulebook is a page that includes the necessary templates - but the book is set up for A4. I'm in the US, and A4 is not easy to come by. And even rarer are printers that can handle A4. Yes, I can "print actual size," and cut off the edges of the paper, but my system kept balking. Which is why I went to order the templates online, because my FLGS can't get any Warzone stuff, apparently. I wonder if they're in distribution in North America ...
Noble Knight's response was pretty fast. I e-mailed them on Monday, and had a response from their Customer Service Manager (Trevor Parr) on Tuesday (which asked for a bit more information, which I provided within an hour). By end of business today, I had another couple of e-mails from them. "I have a replacement order set up and will personally verify that it's clear before it ships." (no an exact quote) I also had an order confirmation from them - and that confirmation had a note about it being manually checked before shipping.
It wasn't clear - it was also orange. Again: Necessary for play, so I'll stick with the orange. But Noble Knight was responsive and really on the ball. And they did what they said they would do.
I've known for a few years that Noble Knight was one of the good guys. In 2015, they purchased a bunch of product from d20 Entertainment that was intended for Kickstarter backers. When they learned that backers were still waiting, they stepped up and voluntarily sent product for free to backers. They obviously lost money on the deal.
This was my first time dealing with their customer service team. It's the first time I'd had an issue. And I think that I can confidently state that Noble Knight is one of the Good Guys out there.
Thanks, Trevor. I appreciate the help.