Gerontius Took wrote:

Their customer service response is glacial and disappointing

I don't agree, they responded very quickly stating that they will replace books with the defect, but they can't do that until they are sure that any replacements sent do not have the same problem.

Trotter wrote:

Gerontius Took wrote:

Their customer service response is glacial and disappointing

I don't agree, they responded very quickly stating that they will replace books with the defect, but they can't do that until they are sure that any replacements sent do not have the same problem.

They have only asked me for a picture if I wasn’t a member here I would have no clue what they were intending

Latest update from my side .... Id said id wait until they'd quality checked to ensure a pristine set and theyve replied this morning stating that my details "have been passed on to our Tolkien Team to send to you once all checks are complete"

Who knew they has a Tolkien Team!?

Also I have to say so far its been a pretty decent customer service experience for me.

The Numenorian wrote:

Latest update from my side .... Id said id wait until they'd quality checked to ensure a pristine set and theyve replied this morning stating that my details "have been passed on to our Tolkien Team to send to you once all checks are complete"

Who new they has a Tolkien Team?

Also I have to say so far its been a pretty decent customer service experience for me.

They do have a Tolkien Team, and that team does look at this site on occasions 😍

Trotter wrote:

The Numenorian wrote:

Latest update from my side .... Id said id wait until they'd quality checked to ensure a pristine set and theyve replied this morning stating that my details "have been passed on to our Tolkien Team to send to you once all checks are complete"

Who new they has a Tolkien Team?

Also I have to say so far its been a pretty decent customer service experience for me.

They do have a Tolkien Team, and that team does look at this site on occasions 😍

Yes, they've had a team for many years. They are our main point of contact on most occasions.

Heard back :

A replacement boxed set, in exchange for the original set
A full refund upon return of the boxed set
Replacement copies of individual books, if that would be preferable

Chosen option 3 that is a terrific range of options with absolutely no quibbles from them

Wish every company was as focussed on making the customer happy
Delighted with response

German Youtuber Held der Steine ("Hero of Bricks") has a store for Lego-like bricks and sets. His thesis is the one thing you can't afford to cheapen out on is the customer support. It's what makes or breaks future purchases and long term profitability. Glad Harper Collins seems to agree from what I hear.

Gerontius Took wrote:

Heard back :

A replacement boxed set, in exchange for the original set
A full refund upon return of the boxed set
Replacement copies of individual books, if that would be preferable

I heard back from them this afternoon at the 2nd attempt, presenting the same options.

I will be taking the 2nd option.