Well, if this was applied to the launch of Chain of Command, then Too Fat Lardies have most certainly carried the day.
As I mentioned earlier this week, Chain of Command was released on the 21st August, with an initial batch of 1700 pre-orders. Many of these included bundles of both hardcopy rules and PDF or Tablet editions. The PDFs started hitting people’s inbox soon after dawn on D-Day, and there was even rumours that by mid-morning, the first hardcopies had started dropping onto the doorsteps of the locals.
Then, as the day progressed, two issues appeared. The first concerned some over-zealous copy editing, which, rather than removing an errant space from a line had removed an entire line from Page 16 of the rules…unfortunately, the line removed did contain some key information about being able to fire after deployment.
Secondly, due to a family emergency, the Tablet Edition of the rules were not ready to ship.
How did TFL deal with this issue? First off, within a few minutes of the error being discovered, a corrected version of the errant rules page 16 was available to download. Rich Clarke then posted on the TFL Yahoo Group that he had produced a corrective sticker for the rulebook, and that people should contact him via email and he would mail it out (in the mean time, he’s started the mammoth task of gluing said sticker into his remaining stock of rulebooks)
Rich then pulled an all-nighter and e-mailed PDF copies of the rules to everyone who had ordered a Tablet Edition, as compensation for not getting that edition on the day of release (mine arrived at 5am yesterday morning). (Apparently, the PDF/Tablet editions had to be mailed out in small batches, otherwise the TFL IP address would have been flagged as a Spambot)
Furthermore, the Tablet Edition (With a corrected Page 16!) arrived at 3pm, and I got home to discover my hardcopy rules bundle had also been delivered.
And during all this, Richard has been constantly on the TFL Yahoo group answering queries.
And bear this in mind, Too Fat Lardies has a single full-time employee – Rich himself.
In this day and age, we are very quick to criticise poor customer service, and perhaps too slow to recognise and applaud those companies that do it right.
Huge Kudos to Rich at Too Fat Lardies. Not only has he produced a fantastic product, but has backed that product launch up with the most excellent customer service. Sir, I salute you!