Prima Games

I am writing on behalf of Prima Games, a division of Penguin Random House LLC("Prima") to formally respond to your August request for Prima's response to the above-referenced consumer complaint, filed by [redacted] .Ms [redacted] complained to you about Prima advertising its [redacted] Box Set as "fully refreshed and updated." Prima Customer Service has responded to the customer's complaint to apologize and offer an explanation for this marketing textIn addition, Prima offered the customer a free copy of its [redacted] Type Zero Strategy GuideMs [redacted] responded with her mailing address to accept the offerA copy of this email exchange is enclosed.I believe this letter sufficiently resolves this matterIf you have any questions, please feel free to call me at the number provided below.Very Truly yours, [redacted] Counsel

I have received an email from Prima Games customer support and am now able to access my account and the product that I paid for I'm unsure if this is merely a greatly delayed response or precipitated by my Revdex.com complaint or [redacted] claim, however I have canceled the latter and seek no further action on the formerThank you for your quick response and assistance in this matter

I am writing on behalf of Prima Games, a division of Penguin Random House LLC ("Prima") to formally respond to your March request for Prima's response to the above-referenced consumer complaint, filed by *** ***.Mr*** complained to you that Prima did not send him a replacement book for a
damaged copy of The Legend of Zelda Majora's Mask 3D Collector's Edition he allegedly purchased before the book's on-sale datePrima Customer Service responded to the customer's complaint by requesting a receipt as proof of purchase, so a replacement copy has not been sentIn addition, on February 23, a *** *** forwarded to Prima a "forged" email from a fake Random House customer service accountThis fake email was sent on "Monday, Feburary 15, 2015" which is not a real dateA copy of this fake email is enclosedFor these reasons, we believe this to be a fraudulent claim.I believe this letter sufficiently resolves this matterIf you have any questions, please feel free to call me at the number provided belowAlso, please note that Marilyn Clay is no longer with PrimaAny future correspondence with Prima should be sent to attention *** ***, Publisher.Very truly yours,*** ** ***Counsel

I have received an email from Prima Games customer support and am now able to access my account and the product that I paid for.  I'm unsure if this is merely a greatly delayed response or precipitated by my Revdex.com complaint or [redacted] claim, however I have canceled the latter and seek no further...

action on the former. Thank you for your quick response and assistance in this matter.

I am writing on behalf of Prima Games, a division of Penguin Random House LLC("Prima") to formally respond to your August 12 request for Prima's response to the above-referenced consumer complaint, filed by [redacted].Ms. [redacted] complained to you about Prima advertising its [redacted]...

Box Set as "fully refreshed and updated." Prima Customer Service has responded to the customer's complaint to apologize and offer an explanation for this marketing text. In addition, Prima offered the customer a free copy of its [redacted] Type Zero Strategy Guide. Ms. [redacted] responded with her mailing address to accept the offer. A copy of this email exchange is enclosed.I believe this letter sufficiently resolves this matter. If you have any questions, please feel free to call me at the number provided below.Very Truly yours, [redacted]Counsel

Review: was promised a replacement guide via mail for my damaged LEGEND OF ZELDA MAJORAS MASK COLLECTORS EDITION and since february 15 they have been playing games with me and giving me the run around and making all kinds of excuses.. today they asked for more info and I gladly sent it to them and now they are coming up with other nonsense saying that the reciept I sent was 2 days after my initial complaint...thats easy its simply because I exchanged the item in store and now they dont have any more. I want my guide asap THIS COMPANY IS DISGUSTING HIDING ITS EMPLOYEES NAMES FROM EMAILS AND PHONE CALLS BECAUSE THEY ARE DOING BAD THINGS TO CONSUMERS AND THEY DONT WANT TO BE HELD LIABLEDesired Settlement: I WANT MY REPLACEMENT GUIDE ASAP AND FOR ALL THE HEADACHES A HARD COVER COPY OF HYRULE WARRIORS...

Business

Response:

I am writing on behalf of Prima Games, a division of Penguin Random House LLC ("Prima") to formally respond to your March 6 request for Prima's response to the above-referenced consumer complaint, filed by [redacted].Mr. [redacted] complained to you that Prima did not send him a replacement book for a damaged copy of The Legend of Zelda Majora's Mask 3D Collector's Edition he allegedly purchased before the book's on-sale date. Prima Customer Service responded to the customer's complaint by requesting a receipt as proof of purchase, so a replacement copy has not been sent. In addition, on February 23, a [redacted] forwarded to Prima a "forged" email from a fake Random House customer service account. This fake email was sent on "Monday, Feburary 15, 2015" which is not a real date. A copy of this fake email is enclosed. For these reasons, we believe this to be a fraudulent claim.I believe this letter sufficiently resolves this matter. If you have any questions, please feel free to call me at the number provided below. Also, please note that Marilyn Clay is no longer with Prima. Any future correspondence with Prima should be sent to attention [redacted], Publisher.Very truly yours,[redacted]Counsel

Review: Prima Games advertises their [redacted] Box Set as "fully refreshed and updated." It is full of errors. It is just a copy and paste job of the old guides from the 90's in hardcover. Vincent Valentine's biography is completely incorrect, they are various misspellings, and there are some paragraphs repeated twice in side quests. IX's guide is still very vague. It does not give a lot of information as stated. The image in VIII for Odin is also incorrect. For paying over $80, I expected better than this. Prima Games should have proofread this before publishing. I contacted customer service and they seem to have no intention of fixing this. I was only offered one free e-guide from a game of my choice. This isn't right.Desired Settlement: I would like Prima Games to fix these guides for everyone. That is way too much to spend and it not be right.

Business

Response:

I am writing on behalf of Prima Games, a division of Penguin Random House LLC("Prima") to formally respond to your August 12 request for Prima's response to the above-referenced consumer complaint, filed by [redacted].Ms. [redacted] complained to you about Prima advertising its [redacted] Box Set as "fully refreshed and updated." Prima Customer Service has responded to the customer's complaint to apologize and offer an explanation for this marketing text. In addition, Prima offered the customer a free copy of its [redacted] Type Zero Strategy Guide. Ms. [redacted] responded with her mailing address to accept the offer. A copy of this email exchange is enclosed.I believe this letter sufficiently resolves this matter. If you have any questions, please feel free to call me at the number provided below.Very Truly yours, [redacted]Counsel

Review: Set of "collector" books has been made available over the course of several years. One book is only available if customer (re)buys entire set of books

Prima Games sells a set of Collector's Edition strategy guides for the The Legend of Zelda series of games. They have done so since 2006 with the release of their Collector's Edition guide for The Legend of Zelda Twilight Princess.

For each subsequent release in the Zelda franchise Prima Games has issued a Collector's Edition strategy guide, numbering six books to date. The guides were marketed as "collector's editions".

In 2013 Prima Games announced a box set of their Collector's Edition strategy guides which included two new guides for The Legend of Zelda Ocarina of Time 3D and The Legend of Zelda The Wind Waker. These two books were not made available up to that point in time.

Recently I was able to find a copy of the Collector's Edition guide for The Legend of Zelda The Wind Waker at a local retail outlet and I inquired about the Collector's Edition guide for The Legend of Zelda Ocarina of Time 3D.

The clerk at the store [redacted] was unable to find information so I sent an email to Prima Games concerning this issue. I received a response from [redacted]@primagames.com on October 11, 2013 at 9:15PM. The author of the email was listed as [redacted] Here is the full text of that email response:

"Hi [redacted], thank you for being a loyal customer. The Ocarina of Time Collector's Edition is available for the first time and only as part of the Box Set. Unfortunately, it will not be sold separately.

Thanks,

I find this to be extraordinarily anti-consumer. The Collector's Edition guide for The Legend of Zelda Ocarina of Time 3D is only available as a part of Prima Games' $179.99 box set of Collector's Edition guides. This means that loyal customers that have purchased Prima Games' Collector's Edition Zelda strategy guides will be unable to complete their set of guides unless they spend $179.99 plus tax for five guides that they already own.

This is unacceptable. Prima Games sold these guides under the pretense that they were "collector" guides, implying that customers could collect them. With their current move to make one guide out of six only obtainable in their very expensive box set, they are leaving their customers out in the cold, some of whom have been assembling their collection of these guides for over seven years.

The extremely high cost of the set (the only way to obtain the Ocarina of Time 3D guide) amounts to extortion on the part of Prima Games and puts their loyal customers in an extremely unsatisfactory position.Desired Settlement: I would like to see Prima Games issue an apology for their treatment of their long-term, core customers. These people have been collecting their guides for the better part of a decade and now cannot finish the set without paying Prima Games an inordinate amount of money.

Prima Games, in addition to their letter of apology, must also make available the The Legend of Zelda Ocarina of Time 3D Collector's Edition strategy guide, either to all customers or (if they desire) to customers willing and able to write to Prima expressing their desire for a guide.

Business

Response:

Initial Business Response

Thank you for your comment and for being a loyal Prima Games customer. We're sorry that The Legend of Zelda Ocarina of Time 3D guide is not available for sale as a stand-alone product. The Legend of Zelda Box Set is a limited, collectable item sold only as a set. Many of the hardcover editions in this Box Set are either no longer available or have not been previously released as hardcover editions (such as The Legend of Zelda Ocarina of Time 3D guide). Several of the guides contained in the Box Set have been updated or are being re-released as special editions. Most of these guides are not sold or are no longer available separately.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Prima Games' response is appreciated but it is not sufficient.

Their statement that "Many of the hardcover editions in this Box Set are either no longer available" hinges on a technicality at best and is otherwise misleading.

While many of the hardcover editions are no longer available, that is beside the point. The issue here is the availability of the Ocarina of Time 3D collector's edition strategy guide, not the previous guides which long-time customers have already purchased (please see my initial complaint for elaboration on this).

Furthermore, claiming that many of the guides "have not been previously released as hardcover editions (such as The Legend of Zelda Ocarina of Time 3D guide)" attempts to obscure the issue and further mislead unaffiliated parties.

The only guide that has not been previously released as a hardcover collector's edition is the Ocarina of Time 3D guide. If the other guides had not been released as hardcover collector's editions there would be no basis for this complaint seeing as it would have been impossible for us to acquire the Twilight Princess, Phantom Hourglass, Spirit Tracks, Skyward Sword, and Wind Waker HD hardcover collector's edition guides.

That we already own these guides negates Prima Games' point that any guide in their box set other than the Ocarina of Time 3D collector's guide may not have been available in hardcover at a prior point in time and only serves to strengthen the argument against Prima Games' claims.

Lastly, Prima Games raises the point that "Several of the guides contained in the Box Set have been updated or are being re-released as special editions. Most of these guides are not sold or are no longer available separately."

I have to question the relevance of this statement as it pertains to my complaint.

The issue at hand is not the availability of the guides that cover The Legend of Zelda Twilight Princess, Phantom Hourglass, Spirit Tracks, Skyward Sword, or The Wind Waker HD. Reiterating the point from my initial complaint, long-time customers already have those guides because they purchased them as they were released between 2006 and 2013.

What I am concerned about is the availability of the Ocarina of Time 3DS Collector's Edition strategy guide. That is the only guide that need be mentioned in this discussion because that is the only guide that long-time customers cannot acquire at a reasonable rate. And as of yet, Prima Games has not addressed the issue.

How does Prima Games intend to support their loyal customers that made their line of Zelda collector guides a success in the first place? There is still no answer to this question.

We bought your guides year after year and we were loyal. There was no reason to buy the collector's edition guides other than the hope of completing the collection.

Prima had less-expensive and otherwise identical guides (in terms of content) for sale at the very same time that we could have bought, but we bought the collector guides because they were marketed as a collectable.

How will Prima Games address this abandonment of their loyal customers? There would be no box set of guides to argue over without our initial investment in the collector's edition line in the first place.

And to approach your loyal customers that have already paid a premium for each of the five guides that they do have, and ask them to pay $179.99 (plus tax) for five guides they already have in order to get the sole guide that they do not have is an insult.

Prima Games, please address the core issue. Loyal fans should be able to purchase the missing Ocarina of Time 3DS collector's edition guide at a reasonable price without re-purchasing what they already have at an incredibly high price.

Review: After purchasing an e-guide from this company, I have been unable to log in to their website and do not receive account recovery emails when attempting to reset my password or recover my username.I have contacted them twice through their website's support form, providing an alternate email address and my phone number.They do not have a customer service telephone line, but I was able to contact their publisher and have a representative forward my email and phone number.Throughout this process I have received no contact from the company.Desired Settlement: Though the value of a strategy guide rapidly declines as the game has been released and a player progresses through it (as I am), given the low price of the item I would prefer to resolve my account access issues rather than the hassle of a refund or chargeback.All I ask is to be responded to, as a paying customer. It isn't acceptable to be ignored, regardless of how much I've spent.

Consumer

Response:

I have received an email from Prima Games customer support and am now able to access my account and the product that I paid for. I'm unsure if this is merely a greatly delayed response or precipitated by my Revdex.com complaint or [redacted] claim, however I have canceled the latter and seek no further action on the former.