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Problems receiving promo item?

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Anyone else pre-order and not receive their hard copy book?

I pre-ordered through my flgs in early September, one month after Arkham Horror 3rd Ed was announced; two months before FFG announced they were out of pre-order items on Oct 23rd.  When I picked up the game from my local store they didn't have the promo item, checked with the distributor and the distributor had no idea about any promo items.  I contacted FFG customer support and the response was:

Quote

"Unfortunately we are currently out of any stock and we do not have any plans to reprint this promotional item.  We apologize for any inconvenience that this may have caused and if you have any further questions or concerns please feel free to contact us again!"

I'm pretty disappointed.  I pre-ordered early because I was really excited about receiving the hard copy of the rules with lore into the Arkham Horror world.  I was trying to support my local game store, but man it feels like I'm getting screwed on this one.  I guess I should have ordered directly from FFG's website.

I will say this was the first time I've really felt let down with FFG's usually exceptional customer service.

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Unfortunately, it at first seemed like the online shop I order the English version from here in Germany would get it and so I pre-ordered it from them. They only informed me last week that they would not in fact receive the Deluxe version (apparently they too were only informed very late that they would not get the Deluxe version). I had to settle for a regular edition, sadly.

Edited by Saibot

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Still no response from FFG support after asking if that was the best answer support could come up with.

I think the ball really got dropped between FFG and the distributor.  After speaking with my local store, they said the distributor has a two reps, a catchall and a Asmodee specialist.  My lgs and I both find it hard to believe the promo item would have been forgotten about at the distributor level.  Were enough not printed and FFG pulled stock back to support online orders?  If so that's pretty crappy to people who put their trust in local game stores and distributors.

It's sad, I like the 3rd edition a lot, I'm still disappointed in the lack of response from FFG's support, and it's disappointing to treat fans of the game and people who met pre-order requirements early this way.

I like promotional items that the FFG does, but at the same time when stuff like this happens it makes me extremely angry.  The only choice I'm left with is to try to find it on ebay and spend more money?  I'd rather not do that for something that was offered, and purchased in time to receive...but not delivered by the company.

Lost quite a bit of trust in FFG and their support section.

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Man, even more mad today when I went to a local comic shop and they had a copy of the promo book behind the counter.  I asked how they got it and they said they just received multiple copies of the Deluxe Rulebook from the distributor with their shipment and they were just giving them out if someone came in and bought a copy of the game.

My local board game store didn't receive any.

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FFG really messed this up good...

I was really looking forward to the book, preordered early at my local store but they havent received any promo packs yet, and dont even know how many if any they will get.

No idea why they are having such issues with this.

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On 11/27/2018 at 1:44 PM, tsuma534 said:

For comparison, I had no problems with receiving the book BUT up to the last moment the shop didn't know if they will receive any.

My shop also didn't know to the last moment and then they didn't get it...this is pretty sad. I hope there is a good soul that will scan and post it (for revenge :P).

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I can give a little insight to what I know about this. Your LGS would have had to preorder before the deadline in order to receive the preorder book with the copies of their games. If your LGS did not order in time or ordered after the deadline, they would not receive the books. As soon as me and my friend (who works at my LGS) knee about the books, we had the manager (who is also a friend of mine) call the Asmodee rep at the distributor and preorder asap. Only enough copies were printed for those stores that preordered. So again. If your LGS decided, as I know some do, to wait until they had a certain amount for their order to get free shipping or just didnt find it a priority to preorder, they would miss out.

Edited by spudboy58

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On 12/3/2018 at 6:20 AM, spudboy58 said:

I can give a little insight to what I know about this. Your LGS would have had to preorder before the deadline in order to receive the preorder book with the copies of their games. If your LGS did not order in time or ordered after the deadline, they would not receive the books. As soon as me and my friend (who works at my LGS) knee about the books, we had the manager (who is also a friend of mine) call the Asmodee rep at the distributor and preorder asap. Only enough copies were printed for those stores that preordered. So again. If your LGS decided, as I know some do, to wait until they had a certain amount for their order to get free shipping or just didnt find it a priority to preorder, they would miss out.

It's worth noting that in addition to the above, your LGS also has to get lucky and not get shorted on their preorder by Alliance.

Why Alliance shorts stores that preorder before the deadline is up for debate... 

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4 hours ago, spudboy58 said:

Some stores might have been reluctant too when they found out it was $15 per book. When it was to be a free item for customers and the store had to pay for it.

Did the stores actually have to pay for the books? I thought that they were included from FFG with all qualifying pre-orders placed before a certain date. I think that some stores may have just been trying to make an extra buck on a free item that either they ordered to sell in shop or that an unknowing customer did not collect. I'm sure that the import tariffs may have been an issue for stores outside the US, but don't understand the cost otherwise.

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My flgs told me that what he heard from the supplier was they only got one hardcopy book for every 4 pre-orders. But I'm in South Africa so it may be because of limited imports. 

Personally though I had no interest in the hardcover, so he gave me a discount :)

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