Frog God Games Makes good - damaged but quickly replaced
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Post Posted: Tue Sep 14, 2010 2:54 pm 
 

Just received my print copies of Frog God Games K10 and K12, both severly damaged. Whoever mailed them dumped these softcover books in a bubble mailer with nothing else and sent them media mail, not even a Do Not Bend on the package. Corners are rolled and bent and the postman was able to fold them into a nice U to fit in the mailbox.

I had the PDFs as reading copies, but no point in bothering with that now since these brand new books are trashed to start with. Two pieces of cardboard and a freaking Do Not Bend has proved surprisingly effective, but I would have coughed up the extra bucks for a box if I knew the FGG guys were going the bubble mailed route.

Just a word of warning for anyone doing further orders from FGG, and especially for the big subscription hardcover. FGG does not know how to package items for the cruel world of USPS shipping.

NOTE: FGG has responded immediately and is replacing the damaged copies. Kudos for excellent customer service.


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Last edited by JasonZavoda on Tue Sep 14, 2010 4:22 pm, edited 1 time in total.
  


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Post Posted: Tue Sep 14, 2010 3:00 pm 
 

Have they made any offer on replacements?


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Post Posted: Tue Sep 14, 2010 3:18 pm 
 

ashmire13 wrote:Have they made any offer on replacements?


Just emailed them. I am just a bit shocked by their shipping methods, but I don't know if whoever did the shipping has experience with the USPS and their treatment of bubble envelopes sent media mail. These books are soft enough for a mailman to bend into a nice U and stuff in a mailbox regardless of how they survive the crosscountry postal service. A Fragile or Do Not Bend would have cost nothing and perhaps kept the books from that extra special bit of attention.


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Post Posted: Tue Sep 14, 2010 3:22 pm 
 

Yep, we suffer the same over here with Royal Mail. If its in a bendable envelope and needs a bit of a U bend to get through the letter box, then it'll get it...  :roll:


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Post Posted: Tue Sep 14, 2010 4:09 pm 
 

and new copuies being mailed tomorrow w/ DNB and cardboard.

Anyone else have problems?



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Post Posted: Tue Sep 14, 2010 4:15 pm 
 

tsathogga wrote:and new copuies being mailed tomorrow w/ DNB and cardboard.

Anyone else have problems?


Yes, I just received my copies as well yesterday. They're a bit wavy, but some of the corners definitely were bent up and one got a tear on the spine.

  

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Post Posted: Tue Sep 14, 2010 4:20 pm 
 

tsathogga wrote:and new copuies being mailed tomorrow w/ DNB and cardboard.

Anyone else have problems?


Thanks very much. I appreciate the quick response.


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Post Posted: Tue Sep 14, 2010 4:21 pm 
 

[email protected]

I'll hook you up.



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Post Posted: Tue Sep 14, 2010 4:24 pm 
 

Just ordered heavier mailers, bubble wrap inserts and DNB labels



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Post Posted: Tue Sep 14, 2010 4:28 pm 
 

Thanks as well

  

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Post Posted: Tue Sep 14, 2010 4:31 pm 
 

tsathogga wrote:Just ordered heavier mailers, bubble wrap inserts and DNB labels


The big thing are the inserts. As long as they are as wide and long as the books themselves (and sturdy) you kind of create a two sided box within the mailer and protect the corners during shipping as well as making it hard(er) for the evil postal carriers to bend. If you have seen the EO artwork thread you will know that it is impossible to Postal proof any package (Mike's packaging of the prints was proof against anything but purely malicious damage, but that didn't stop the USPS from crushing and bending the mailing tubes when they really wanted to), but some cardboard and DNB labels (or black or red marker works fine) will stop a lot of casual or careless damage.


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Post Posted: Tue Sep 14, 2010 4:51 pm 
 

Mine actually arrive with very little damage, even though the postal carrier did bend the books to fit in the mail box.  Just some corner dings is all I see.  I do like my postal carriers though, doesn't leave boxes on top of the mail box or bend those with stiff backing like they did at my old place, rather leaves them at my door.

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Post Posted: Tue Sep 14, 2010 5:14 pm 
 

JasonZavoda wrote:The big thing are the inserts. As long as they are as wide and long as the books themselves (and sturdy) you kind of create a two sided box within the mailer and protect the corners during shipping as well as making it hard(er) for the evil postal carriers to bend.


Sorry to hear the Ogres at the postal office squashed some more perfectly good books ...nothing is more sad than opening a package you've eagerly been waiting for to see compressed corners and creased covers.  Glad to hear about the good customer service and replacements though.

Even better is using a single insert (preferably thicker cardboard) much wider & longer than the books themselves, and then saran or shrink wrapping the books to the center of this and then placing inside a flat box or mailer.  The packaging is still light and flat but you could drop this from an exaggerated height and have it still survive without damage to the contents.  Plus bending into the mail box is all but eliminated.  Lulu uses this method and it works.  Probably the one thing they do best.


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Post Posted: Tue Sep 14, 2010 9:35 pm 
 

Sorry to say I arrived home today to find K10 and K12 crammed into a too-small space, resulting in crinkly spines.  Hate to complain, but can you help, Bill?


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Post Posted: Wed Sep 15, 2010 12:04 am 
 


Please email me with address etc



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Post Posted: Thu Sep 16, 2010 12:04 am 
 

This is an important detail to remember.

Troll Lord Games stumbled badly in the shipping of Castle Zagyg: The Upper Works.   Don't let this happen to Frog God.  

A small amount of due diligence and extra care in shipping can make a huge difference.


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Post Posted: Thu Sep 16, 2010 2:35 pm 
 

September 15, 2010

A bit of a delay will occur in shipping. Due to a few damaged books, I am changing shipping a bit. I ordered boxes and we will start shipping using these. I will have to up fees a bit (boxes are expensive), but you can rest assured you will get a better book that way. For recent orders, I expect a week or so until the boxes arrive. I will ship as soon as they do. I apologize for the delay, but I want to make sure we maintain our quality.


Thanks for the help Jason!

ps--I am going a bit overboard on this now (these new mailing should survice a nuke)--but as a collector, I get what you guys mean. I have a "huge" mailbox, so nothing ever gets crammed in; but I definitely have taken this to heart.

pps--thanks all for the heads up. Its the folks that don't say anything that I am worried about. Its all about customer service in this industry, and i need to know when i need to change something.



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Post Posted: Thu Sep 16, 2010 2:55 pm 
 

Thank you again, I appreciate the quick response, and no worries on the delay.

  

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Post Posted: Thu Sep 16, 2010 10:37 pm 
 

I want to thank you as well, Bill.  Could not ask for a better, faster response.  Class act all the way.


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Post Posted: Wed Sep 22, 2010 10:29 am 
 

September 22, 2010

Updates on several fronts. First, thanks for your patience on shipping. I have invested in some bomb-proof shipping materials, that should arrive shortly. I expect to ship all back orders Monday or Tuesday next week. Next, I have in my hands (literally) the layout proof of Fane of the fallen (PFRPG version) and Matt has completed the S&W conversion, which Chuck is laying out now. Tsar 5 is also in layout, and should be ready to be posted in a week or so. The Complete S&W Rulebook is in final editing. Rowena has maybe 5 more pieces of arta to complete and we will pass that book to Chuck.

Strange Bedfellows is next up, Matt will start the S&W conversion today, and the PFRPG version is ready to go thanks to Skeeter Greene! On the short book front, most of the planned ONS and SNS books are done in one version and awaiting translation into either S&W or PFRPG. Art has been ordered for all of them, and Robert has been cranking out maps. Splinters of Faith 1-4 are all done and edited, interiors done, and maps are done for 1-2. Rick will have the cover done very, very soon.

We are all on track for November releases for most of these as planned, but we have to make sure that Chuck gets some sleep too. We have picked up several writers (new and old), and I think may of you will be quite pleased when you see a few of the names. I will have many new book titles and announcements soon. One hint...does anyone like Viking adventures?



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