Grading Customer Support at the DMs Guild @ChrisSSims @dms_guild @DriveThruRPG #ADnD #DnD #RPG

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I’ve been prattling on for weeks as to how I’m relearning 1st Edition Advanced Dungeons & Dragons (“1e”) and posting images of my recent purchases from the DMs Guild. On Tuesday (8/24), I received my last shipment for the time being: The print-on-demand reprints of the 1e Players Handbook, 1e Monster Manual, and 1e Fiend Folio. This happened.

Because people have asked about the quality of the materials (addressed in this post), I think a longer story is in order. The reprinted Fiend Folio is available only in soft cover, and that apparently allowed the cover to get caught up in the glue that binds the packaging. Moreover, the ends of the packaging were open. I’m genuinely surprised that nothing fell out during shipping, but it’s clear that the books were able to move around far too much. That movement almost certainly contributed to the damage.

Here’s the thing: The product is technically usable. The only damage is to the back cover, so while that makes it “ugly,” all the substance is there. But I don’t want ugly. I’ve already arranged to purchase an original, hard copy of the Fiend Folio from a friend. As with all my 40+ year-old original copies, that will go on the shelf not taking any further abuse. Buying the reprint is about having a clean copy for my daily use, so the starting point needs to be new/mint condition. In other words, I’m being high maintenance, and perhaps unreasonably so. However, the DMs Guild is accommodating that. They sent three emails at various stages of analysis and shipped a replacement by the next morning.

I received a response from Chris Sims.

For the record, the DMs Guild uses the same engine as Drive Thru RPG. If I log into one, I can see my purchases with the other. Accordingly, Drive Thru RPG deserves the credit as well, so it’s important to mention that here. In fact, the response to my complaint was from them.

The only open question is this: Do I have to return the damaged copy? In my complaint form, I mentioned that I’d be happy to do so if they sent a return label from FedEx, UPS, or whomever. They didn’t mention that. I may be able to keep it, but I don’t want to abuse the system. If they don’t want it back, then I’ll probably give it away to someone who doesn’t mind the damage. Spread the wealth, and all that.

DMs Guild customer service is yet another reason to buy from them.

Follow me on Twitter @gsllc
Follow Chris S. Sims @ChrisSSims
Follow the DMs Guild @dms_guild
Follow the Drive Thru RPG @DriveThruRPG


Dungeons & Dragons and Forgotten Realms are trademarks of Wizards of the Coast, LLC, who neither contributed to nor endorsed the contents of this post. (Okay, jackasses?)