Well, I never thought it would happen, but after sending a new email to Bethesda's support email, listing all the emails I had back and forth between another rep (he suddenly stopped emailing me back), I received an email saying I was being refunded $55 for the shipping of my Power Armor Edition, and another email from David at support. Here's the info Dave gave me about shipping from their site:
Regarding the shipping:
When your order was placed prior to October 2018, we utilized a Fulfillment Partner located in Washington State. As the demand for more versatile shipping techniques, lower fees, and increased shipping demands, we partnered with a Fulfillment Center more centrally located in Kentucky to serve our customers beginning October 5, 2018. As a result of that change our fulfillment center, Newgistics incorporates their own internal delivery systems down to regional levels such as UPS, FedEx, and USPS hubs to deliver packages to the final destinations. This mirrors the very same shipping techniques utilized by global E-Commerce businesses, many of which are served by our Fulfillment Partner.
Shipping charges are not merely based on shipping costs but inclusive of fulfillment handling, fuel surcharges, and transportation costs accessed by both our Fulfillment Partner and the shipping parcel delivery partners utilized for final destination deliveries.
Our goal is to provide a level of customer service to exceed your expectations.
We feel this move to our new Fulfillment Partner will be key in accomplishing these goals.
We are unclear why this was not delivered in time as it was shipped for you to receive on or before game launch. We have encountered some unfortunate late deliveries. These late deliveries as a percentages of our overall shipping falls well below the SOP for shipping standards of fulfillment, and an even lower percentage of shipments lost in transit, also below industry SOP fulfillment standards. Although we strive 100% accuracy there are far too many variables well out of our control, and that of our fulfillment partner to obtain a 100% level of accuracy. Our team continually strives to reduce and eliminate all delays under our control.
Please accept our apologies for your unfortunate inconvenience. We are working with our fulfillment partner to gain insight as why your package was held up in transit, as we continually strive to improve our services to you.
Since your Fallout 76 Power Armor Arrived late I have refunded your shipping as a token of our dedication to our customers:
I also asked if it was possible to get a replacement canvas bag without going through the support page, and if he could guarantee the support page as safe if I HAD to go through it:
Regarding the Canvas Bag Bethesda Public Release:
Bethesda is finalizing manufacturing plans for replacement canvas bags for the Fallout 76 Power Armor Edition. If you purchased our Power Armor Edition and would like a replacement bag, please fill out our Replacement Request Form at: beth.games/2QDropM including your proof of purchase and shipping address by Jan. 31, 2019 and they’ll arrange for a replacement as soon the bags are ready for shipment.
Customers approved for a replacement will also receive the originally offered 500 complimentary ATOMs as a thank you for your patience.
To be clear we are a Licensee of Bethesda Softworks LLC and not a branch or their operation, so I can not speak for them or the security issue you asked about.
Last question I had was about the Ruckus the Crusher Talking Head that comes with the collectors edition of Rage 2, as I pre-ordered it on Amazon the same time during E3 2018, about the quality of the material of the head, the speaker for the sounds, etc. Here's what Dave had to say:
Crusher….. Funny you should ask, Our core branch is manufacturing Collectors Editions for major titles, we happen to be the manufacture of the Crusher Talking Head which was the brain child of our CEO
Our engineers have refined with greatest attention to movement and activation. In the final prototype it is great! Know this the sound is good but obviously for the price it's not Bose speaker quality. We did upgrade the speaker for sound quality.
The skin material head is cool as it allows movement with the motion
I believe you will enjoy the CE and prize it among your collections is stupid cool
I just submitted my ticket for the bag replacement, so with that and finally getting the refund on the shipping disaster, I feel like Bethesda is getting on the right track when it comes to customer service, but there's still a long way to go to for the trust to be rebuilt. Thanks Dave, and good luck to everyone else and your quest for a refund.
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