[Treehouse_Ryan]

Originally Posted by squid

But.. how many "extras" did they print? I guess I will find out when they respond to my complaint on Monday. Where's Ryan.. dude was all up in this thread until we started having issues with quality.

I tend to stay quiet about customer service issues because I'm not actually involved in customer service. I read about damages, and it bums me out, and I try to surface it to the right people so we can at least try to prevent further issues like this. But what happens to you in each case is up to customer service and I didn't feel particularly helpful chiming in. To say nothing of the backlog of my actual job piling up and having less time to chat with you all. I'm not trying to perpetrate a cover-up or hide out--I just don't always have useful information to share and repeated apologies can ring hollow, which is another thing I'd like to avoid seeming....

Originally Posted by rasmusvn

These lithos were damaged in transit to the warehouse, and
unfortunately no one there noticed until they finally went on sale and
began to be packaged up for you all. While some of them were less
damaged than others, we decided that any damage at all was
unacceptable and the fairest thing would be to have them all destroyed
so we could start over fresh.
From the original e-mail

So all of them, all reprinted.

Problems with damage is, unfortunately, nothing new. As far as I'm aware they don't extras, so they don't actually sell 500/500 but keep some for replacements.

Yes, we print and number the edition size, but don't sell them all. To be completely transparent there are a small number of overages usually (it's not economical for printers to try to print 500 and stop, so they print a few extras in case they're off and don't have to set up again, etc). Usually fewer than 10, and we keep them in the office and/or send them to the artists/studios.

Here are the ones we got back from the first printing:

Originally Posted by MortalMonday

Nah, don't harp on Ryan. He's been nothing but great with us here.

I believe that most of the damage occurs while the prints are being rolled by hand. I think they should get one of those machines that rolls up prints perfectly each time. The machine should eliminate all of the waviness and creasing problems. Let me see if I can find a video of one of those machine

Thanks. This is one of the reasons we're trying to ship the Tomb Raider art ourselves. If it's not a colossal mistake, we're looking at taking all the art shipments in-house so we can make sure things are going out as perfectly as possible.

I can promise all of you that we're not just leaving things up to chance. We've sent so, so many explicit instructions about how art should be handled (including videos of us demonstrating how we'd like it done), but the actual packing and shipping is out of our hands. I've shown Jed your comments, and he and our production people are talking to the warehouse about what you guys are saying.

I'm really really really really super double ultra sorry this happened. And I know it's not isolated, and that's what makes it even more frustrating. Every time it happens, we try to take measures to make sure it never happens again, and it's just not working. Because of that, we will absolutely work with you all if you get something less than satisfactory. We want it to be perfect when you get it--this isn't laziness or callousness on our part. If something goes wrong (as it seems to often go), please open a ticket and let us try to sort you out. We're not going to hang anybody out to dry (standard caveats apply here where perfection is impossible to deliver and damage is a sliding scale of severity, but we do honestly want to work things out when things go wrong).