Here's my email thread just for the hell of it. My wife asked a few of my friends for a suggestion for a gift for Christmas. I thought they were awesome and I am now not not telling my wife what has happened as to not make her think she made a bad choice.
Me: My wife got me a set of the soapstone dice (3 D20's) for Christmas. I used them for maybe 5 games in the last few months but they were used much more often as whiskey stones. A few of the numbers were difficult to read when I got the dice but it was no big deal, now after being submerged in whiskey and often kept frozen I've discovered that unless I use a very bright light, I can read maybe half of the numbers. I'm not sure if whiskey/freezing damage is covered but I'd like to replace them if possible.
Thanks!
Reply: If you wet the stones with some mineral oil it returns them to the original black color and it's easy to see the numbers.
Me: Oddly seems to have made them worse but they did look 90% back to normal when wet. (Pic of dice was included)
Reply: Yep, they look like that when they dry out, mineral oil changes them back, after we make them if we let them sit there for a month they all look like that.
Me: So is it possible to get an exchange? They're essentially unusable unless I carry mineral oil around with me (and I would guess it would leave an awful taste in whiskey). I'm fine with avoiding using them in whiskey or freezing them if it will cause a problem like this but I didn't see it mentioned anywhere.
Reply: No it's not, they don't have to stay soaked in mineral oil, the just need to be wiped down with it every few weeks if you aren't using them to avoid getting a dried out appearance.
Me: They dried out like this within an hour after applying, I would be fine if there was some sort of warning about this. I realize you're not a giant company or anything and have a really cool product but I'd love to be able to use this product. I also realize running a small business is tough, I spent today doing a 28 page hazard insurance audit based on sales...not my ideal vision having a nice little bar in addition to a 'real' job. I want you guys to survive and thrive but addressing some of the customer concerns would be great. You have a rapt audience, people are willing to pay a premium for it but with a premium product the same is expected of the service. I'd love to be able to get another set in the future.
I do want them to succeed, I do want them to produce an amazing product but fix the basics. It's not treat customers how you think they want to be treated but treat them how THEY want to be treated. Here is what I would classify as an acceptable response as I'm pretty laid back "That sucks, we will get you out a new set. We are so far behind as all of this has been so popular so it may take us 6 months or so, also using them as whiskey stones isn't suggested despite our claims, apparently a freezer sucks out moisture. Sorry."
They're dealing with a group that would likely be pretty cool with them saying they're behind more than expected due to demand...we may even cheer for them.
Be honest, be up front, communicate. We honestly want you to succeed, if you're behind and can't fill orders, just let us know. It's not like I have another mammoth tusk die guy to go to.