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A bit of negative feedback on the DoE Expansion
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TOPIC: A bit of negative feedback on the DoE Expansion
#47432
A bit of negative feedback on the DoE Expansion 2 Years, 1 Month ago  
As you all may know I'm a big fan of Dwarven Forge for many years. As a collector and gamer I couldn't be happier about the great quality I got for my money. Until today.

I received my first Den of Evil Expansion set today and sadly the quality is below standard.

Of course the standard is very high but that makes it even more noticeable when something is not as good as usual. The set in general is beautifully sculpted and I love that the 4x4 intersections from the RotA Sets are now integrated in the DoE line. But the accuracy of fit is not good, there are way too large gaps between some pieces. I had this problem between several sets before, for example the classic room sets floor pieces and the Wicked editions floor pieces don't always line up without producing gaps. But that could be worked with and was between pieces of different sets. But with the DoE Expansion I have difficulties lining up pieces from the same set.
Here are a two examples of what I mean:





And not only do they not line up properly, many pieces differ in height so much that it's very noticeable.


And this one above is actually the same piece (the short passages). Shouldn't it be impossible for them to have different heights?



And these two things, height difference and gaps, at the same time just don't look very nice on the gaming table. As stated before the normal standard of quality is very high and in comparison to the standard this is a letdown.

And as if these two things would not cause enough problems there is also a great deal of color change on several pieces of the same set. This is the most annoying part for me even though it's the easiest to fix.
I know that there is a color matching problem between sets when purchased over some time but I had never had such a big color mismatch within one single set.





All in all this is not good but just "average" and that is completely out of my normal experience with the Dwarven Forge product line. Maybe it hat to happen someday. After almost 10 years of buying so many good and great sets there had to be one that was just average.
I'm more than happy to pay a good amount of money for a quality product. I think there needs to be no discussion that Dwarven Forge sets although they are very pricey are of such a great quality that we all are willing to fork over whatever we can spare. Who needs food anyway? ;)

But this set. Boy, that was kind of a letdown. :(

To conclude I want to add that I think all of these problems are factory problems and not problems caused by Dwarven Forge like bad designs or something like that. Dwarven Forge and bad designs are words that simply cannot be used together.
But shouldn't it be unacceptable that this set which actually would be a great and awesome set is now just average in quality because those involved in producing and painting the product did a more or less bad job?

Is there maybe any way to get a better quality control on the manufacturing and painting side? I think it's worrisome that such a lapse in quality control is possible. What do you guys think?
Kronos
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#47434
Re:A bit of negative feedback on the DoE Expansion 2 Years, 1 Month ago  
After testing several different setups I can say that there are some interesting possibilities to make these gaps part of the setup. Especially with the tentacle walls:


All in all I think this set is as always a A+ in design but with the paint job and casting differences in hight etc it's comes down to a C+ in my opinion. Maybe even a B- when one ignores the paint differences, since these are easy to fix.
Kronos
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#47438
Re:A bit of negative feedback on the DoE Expansion 2 Years, 1 Month ago  
I promise I'm done testing the new set for today. ;)
In the end I'm quite happy with it, even more than I initially thought so. The color differences match the color differences I'm used to from other DoE sets (not sure if that is actually a good thing) and like always there are ways to build around the gaps or to use them in a way.

Here's an image from my final test setup:


I posted a thread with a spread of pictures in our photo section for those who are interested. :)
Kronos
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#47441
Re:A bit of negative feedback on the DoE Expansion 2 Years, 1 Month ago  
Nice review Kronos,

I hope DF will address your points so the the catacomb set does not suffer from the same problems.

Pat
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#47442
Re:A bit of negative feedback on the DoE Expansion 2 Years, 1 Month ago  
My brothers import a great deal of merchandise from China and you must stay on top of them constantly to assure quality.
thebigteacher
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#47443
Re:A bit of negative feedback on the DoE Expansion 2 Years, 1 Month ago  
Thank you Kronos,

I will bring these issues up with the factory...thank you for your honesty and good photo documentation. As you know, each set is cast by hand not machine, sanded down, including the bottoms, and then hand painted and fitted with felt bottoms...because of this hand crafting method there will always be some slight variation from piece to piece...sometime even the weather plays a part in the way the resin sets...of course, in your case the variations are unacceptable and If you like we will replace your set with a better quality set at our expense...did you get the set direct from the USA or from Thod? Please let me know...my personal e-mail is dwarvenforge@cs.com either way, we will sort this out for you.
My sincere apologies for the letdown. We value your patronage and will do whatever it takes to restore your faith in us.

Stefan
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#47444
Re:A bit of negative feedback on the DoE Expansion 2 Years, 1 Month ago  
I had similar issues in my 3 sets and saved the photos if you need them. Uneven pieces, warped and crooked walls and inconsistant painting. Even the 6 inch passage was warped pretty bad. Jeff took care of the issue for me. Dwarven forge really has the best customer service anywhere.
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#47449
Re:A bit of negative feedback on the DoE Expansion 2 Years, 1 Month ago  
WOW, I did not expect such a response. That makes me very happy! :)
Thank you Stefan! I've sent you a mail. :)

Dwarven Forge - best customer service ever! :)
Kronos
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#47451
Re:A bit of negative feedback on the DoE Expansion 2 Years, 1 Month ago  
Dwarven forge really has the best customer service anywhere.
jls304 is absolutely right! The issue was resolved and I'm very happy now. :)
Kronos
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#47486
Re:A bit of negative feedback on the DoE Expansion 2 Years, 1 Month ago  
Hello to all, a message to show me because I totally agree with what has been said by Kronos.
In fact, I am very very disappointed with my first purchase of new sets (all the ones I used are old with bow-tie and have no or very little defects!).
I bought actually two 6" DoE Passage w/Inserts and the two DOE sets available (Room Set and Extension Set). I don't want repeat problems : passages are very distorted, colors are different on the ground of course, the doors do not joined and there are height differences...
I let you enjoy the photos ...
I also have the same problems that apparently HeroQuest on sets DOE jammed doors, a hall with a burn mark and more bristles from brushes!

I hope that this will also help you control products and have no other disappointed customers.


Regards,

Teebirder

PS : Sorry for my bad english... I hope you understand what i want to say !!










teebirder
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#47487
Re:A bit of negative feedback on the DoE Expansion 2 Years, 1 Month ago  
Apologies Teebirder!

please contact Jeff Martin to sort this out If he hasn't contacted you already...obviously there are some bad pieces there...they will be replaced at no charge as usual, sorry for the inconvenience, we have informed the factory and are on top of these issues which though very rare do happen from time to time...
Stefan
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#47488
Re:A bit of negative feedback on the DoE Expansion 2 Years, 1 Month ago  
Dear Fans,

First of all, I want to say that you are the best collectors in the world! Our Forum is often called one of the Best and most good mannered on the Web...this is solely because of you guys and gals, your a great bunch and it has been my privilege to serve your community for 16 wonderful years!
I just want to say that we have been very disappointed with these issues that have been called to our attention concerning the crafting of our pieces. Jeff has talked with our people and has been assured that these issues will be addressed at the factory level. We use very good factories which are fairly expensive comparatively to others, they are NOT sweat shops, and we pay a lot for quality craftsmanship...double from just a handful of years ago... and so, we expect outstanding quality in the crafting from beginning to end. No other company in the dungeon crafting industry can boast of our track record of quality and customer service, of that I am very proud of.
So, once again, I just want to assure everyone that we are on top of this and doing everything to make sure every DwarvenForge customer gets the same level of greatness and quality that they have come to expect over the years, my word and honor on that as a collector and player myself...I don't get any special products myself you know, I wait for products to arrive just like everyone else and put my order in to the warehouse to be pulled randomly just like every other customer...and so believe me, I too would be VERY disappointed to receive poorly crafted pieces...
And so, one more time, my sincere apologies to anyone who has ever experienced a less than top quality piece and assurances that those folks will be taken care of to complete satisfaction or their money back without question.
Sincerely and respectably,

Stefan
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