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Wizardly Customer Service: Wizards of the Coast Care

Let me tell you a story.

I bought the Dungeons & Dragons core books pretty much as soon as they came out (barring a major delay on the Dungeon Master’s Guide) so it’s been nearly three years since I bought the Players Handbook, and in that time it has been read, re-read, passed around the room, dropped, dragged across the country and otherwise more heavily abused than any other reference book in my collection. So it’s little wonder that it ended up like this:

Now that’s fine, it may be a £40+ book but that’s a hefty tome of full colour pages and for the amount of usage it sees I would quite happily have bought a replacement, but a friend of mine stopped me. Apparently first printing copies had issues with the binding so Wizards of the Coast are willing to replace it for free! I was sceptical but there’s no harm in asking the question, so I put it to the D&D Facebook page in a private message, who quite promptly redirected me to their product replacement form with requests for specific pictures.

Alright, brilliant, amazing! Nice bland form, a sign-in demanding my info and a generic box to fill in the problem and attach pictures. Nothing out of the ordinary, the only thing going above and beyond the call of duty here is that they’re replacing a book for free after nearly three years. There was a follow-up email shortly afterwards to ask for a few more details so that my book could be delivered.

And then the e-mail arrived:

Hello Joel,

Thank you for contacting Wizards of the Coast Customer Service, sworn loyalists to the Holy Order of Tyr.
I am sorry to hear that the hated Blackguards have sabotaged your Handbook with their black magicks! Does their cruelty and hatred for Players know no bounds?? Of course, we will be happy to assist you with a replacement, free of charge. We must have our noble allies fighting against the forces of darkness with all haste!
The benevolent clerics of Product Replacement are crafting your new book as we speak. Though we shall face many dangers in doing so, we shall arrange for your new Player’s Handbook to arrive to you in the coming days. The agents of Bane shall not stop our efforts to serve you!
Please feel free to reply to this “electronic mail” our house mages have supplied us with if you have any further questions, concerns, or Beholder sightings. We will be happy to assist you!

Adam E. at Wizards of the Coast customer services, I salute you. You just role-played your job! Sadly I did not get a reply to my equally inflammatory response, something about “lumbering me in with the heroic types” your typical villainous monologue. Anyway, all that was left for me to do was sit and wait, and as the book was coming in from the U.S I wasn’t exactly expecting it to fall into my lap within the week, it took about three weeks.

And so I am now the proud owner of a shiny new Players Handbook courtesy of Wizards of the Coast, and this isn’t the only instance of such an awesome response I’ve encountered either. In a similar instance in which the book actually arrived in poor condition WotC not only replaced the book but also threw in a copy of the Sword Coast Adventurers Guide to account for delivery costs. Add on to that all of the free stuff they’re putting out through Dragon+ magazine?

I would like to say that it is not my fault that I followed this exchange up by buying a copy of Tales from the Yawning Portal, compendium of classic dungeons updated for 5th edition that I simply wouldn’t have bothered with in other circumstances. It’s testament to how good customer service breeds good customer relations, and after the mess of 4th edition and the online “tools” they needed to buy some good grace.

So this is a bravo and a thank you to Wizards of the Coast. I’m going to get to re-making some character sheets for my learner-group with my nice shiny new PHB, and design some cruel dungeon ideas by ripping off the classics.

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