Spoiler

First of all, YIKES! I really stepped in it, didn`t I?</p><p><br></p><p>3 points I want to make before I start groveling.</p><ol class="bbcol decimal"><li>Russ didn't make the Tweet. I did.</li><li>I was trying to remind people about the early adopter rewards ending.</li><li>I was trying to hint at the Holiday bonus Giveaway.</li><li>you will get bonus redeems in the Stocking Stuffer event</li></ol>EPIC FAIL<p><br></p><p><br></p><p>I totally see what I have done now. The implication is pretty clear that purchasing the Mech Pack would get you something exclusive and it didn't. It caused excitement and speculation (and a definite FOMO) in the worst possible way. I am really and truly sorry for the frustration this has caused. A bad move on my part and while it wasn't my intention, it was definitely the reality. I own it 100% and won't make the same mistake again.</p><p><br></p><p>OK, so how do we move past this?</p><p><br></p><p>Option 1 Refunds</p><ol class="bbcol decimal"><li>You CAN get a refund on your Warhammer anytime from now up to delivery no questions asked. That is our policy for mech preorders and I think it a good one (I also happen to manage the Customer Service department)</li><li>We usually do not to do Refunds after delivery (unmodified) as it is a messy process but it is possible.</li><li>We Generally don't refund after a mech has been used or modified as the content is considered consumed. There have been exceptions to this is extreme situations.</li></ol>Other Compensation.<ol class="bbcol decimal"><li>In some cases, we come up with a method of compensation in the hopes of making it worth it for you to keep the product. (open to Ideas here saw some good ones in the thread already and have a couple of my own)</li></ol>Here is the kicker, I have not discussed this blunder with Russ yet but will when I am back in the office.<p><br></p><p>So I hope you accept my apology for ******* up this hard on a twitter post and I hope we can move forward and turn this into a positive for you guys.</p><p><br></p><p>I know I won't be able to make all of you happy but I am going to try.</p><p><br></p><p>Matt Newman.