So, my Firespray 31 Movement dial was damaged. Annoying! It was going to mean I couldn't run my favoured 2-Firespary build! I messaged them and they were quick to respond, but unfortunately sent out just the plastic clips for the dial. I wrote again and explained that it was the dial itself that needed replacing. This time, they sent out a replacement and now all is good in the Galaxy!

The process was really quick and simple; the support page is precise and easy to navigate. There was never any hassle, the replacement items were sent ot quickly and the problem was solved really quickly, even with that bit of mis-communication.

Just wanted to write a sort of open letter of appreciation. That quality of customer service makes a difference, it counts for a lot. Thanks for helping me out FFG, it's that kind of thing (and the quality of the producs) that makes for a loyal customer base of happy customers!

I also notice that the customer service is great. I've asked some pges as replacement and they send me at no cost.

"That quality of customer service makes a difference, it counts for a lot." Yes, but we still buy X-Wing regardless customer service :D

Cistomer service of this calibre seems to be a rare thing.

But please remeber, stores don't freely replace, repair or simply shrug their shoulders at stolen property. In most cases, these costs are recovered through all purchases made at the store. That is, every product has a small percentage added to it to recover these costs.

My plea to all X-Wing players: please don't abuse the amazing service offered by FFG. I have no doubt the OP's case is genuine but I read some forums about how lucky people are when a ship comes comes broken because FFG will simply replace it (when the part could easily be glued back on). I understand most cases are genuine .. But ..

I worry that if too many people start asking for replacement ships/parts, this increased workload and cost will be factored in to FFG's pricing strategy and service model.

I also notice that the customer service is great. I've asked some pges as replacement and they send me at no cost.

"That quality of customer service makes a difference, it counts for a lot." Yes, but we still buy X-Wing regardless customer service :D

I had to do the same thing. Those pegs are fragile. Super glue works to hold them all together, but there's a limit.

I also must agree with the above post. They treat us well and replace our things, but if people abuse it, they'll quit and when something is legitimately broken, well...then you're screwed. Don't ruin it. Don't take it for granted. They don't have to do it at all.

Cistomer service of this calibre seems to be a rare thing.

But please remeber, stores don't freely replace, repair or simply shrug their shoulders at stolen property. In most cases, these costs are recovered through all purchases made at the store. That is, every product has a small percentage added to it to recover these costs.

My plea to all X-Wing players: please don't abuse the amazing service offered by FFG. I have no doubt the OP's case is genuine but I read some forums about how lucky people are when a ship comes comes broken because FFG will simply replace it (when the part could easily be glued back on). I understand most cases are genuine .. But ..

I worry that if too many people start asking for replacement ships/parts, this increased workload and cost will be factored in to FFG's pricing strategy and service model.

You are correct Sir,

i love their customer service.

I was contacting them on multiple occasions (and only once for a replacement) and i always got a prompt and friendly answer or help.

You are also correct about the issue with people abusing it.

Sadly i know one of these guys, he just got his wave 4 stuff in and there was a wing of his Phantom a bit, well lets say, not in line. First thing he said was.. "Dude, will just tell them to send me a new one..."

Seriously?

Anyhow, there are of course situations where no fixing is possible and there i really do appreciate their service!

So again... Thanks FFG for being the company you are!

i am currently in the process of getting my phantom replaced. it does not hold onto any pegs. its peg hole is to large for some reason. i could superglue it but then i will not be able to transport it. lets see how it goes =D

if i do get a phantom replacement its not like i can use the broken one. no dial for it or spare bases ( i have my collection up on display)

My X-Wing from the Transport had a laser glued on crooked. Tried to fix it myself but it wouldn't budge and it just made the model look goofy with its lasers pointing in different directions. Replaced by FFG though, which was brilliant! Hopefully people aren't abusing their great service... certainly I've never heard of anyone who has. There's always one ****** out there though.

i am currently in the process of getting my phantom replaced. it does not hold onto any pegs. its peg hole is to large for some reason. i could superglue it but then i will not be able to transport it. lets see how it goes =D

if i do get a phantom replacement its not like i can use the broken one. no dial for it or spare bases ( i have my collection up on display)

I've noticed this with the phantom I won at imdaar event, it just rotated around which ever peg I put it on, haven't done anything about it. Had two more per-ordered anyway, it's something I can live with if I ever field three at the same time.

I'm one of those 'we British don't like to make a fuss' types, plus the more replacements they have to make just makes the next price hike higher

Cistomer service of this calibre seems to be a rare thing.

But please remeber, stores don't freely replace, repair or simply shrug their shoulders at stolen property. In most cases, these costs are recovered through all purchases made at the store. That is, every product has a small percentage added to it to recover these costs.

My plea to all X-Wing players: please don't abuse the amazing service offered by FFG. I have no doubt the OP's case is genuine but I read some forums about how lucky people are when a ship comes comes broken because FFG will simply replace it (when the part could easily be glued back on). I understand most cases are genuine .. But ..

I worry that if too many people start asking for replacement ships/parts, this increased workload and cost will be factored in to FFG's pricing strategy and service model.

Amazing customer service. Among the best I've ever seen.

I got a broken 181st in my Imp Aces from CSI (I think a light drop shipping caused the loose glue job to separate, don't think CSI would send a broke ship) and emailed FFG on a Friday. They responded immediately, sent it out the same day, I had it in the mail by Wed. Simply amazing.

As an aside, I did mention they could send an RGP red one if they wanted. No such luck.

Still, FFG comes through again! I had a prior issue with a severely bent Lambda base in its box. Would not sit the pilot card in it properly. Tried to bend it straight, no luck. Again, emailed them and they had it in my mailbox in mere days.

FFG is 2/2 in my book!

When I first got my Lambda months ago, it did not have any pegs in the box. I sent them a note and they sent me 2 pegs. Great service.

I have to ask how many folks that ask for something to be fixed actually send the broken one back to them when a replacement shows up. Often wondered how honest people are in these things like the post above with the slightly off Phantom wing that wanted a replacement. I have 7 Interceptors and 1/2 them have a wing either not straight up/down or 1 has wings pointed out more and another has them pointed in more,at least 1 of my x-wings has a cannon crooked with a 2nd that has 1 of the wings not straight. These are minor issues that don't stop them from being used but I can't really think it'd be that big a deal. If it comes broken like a wing off or a cannon busted off then yeah, call up and replace but demanding a replacement for a wing at a slight angle is silly.

I have to ask how many folks that ask for something to be fixed actually send the broken one back to them when a replacement shows up. Often wondered how honest people are in these things like the post above with the slightly off Phantom wing that wanted a replacement. I have 7 Interceptors and 1/2 them have a wing either not straight up/down or 1 has wings pointed out more and another has them pointed in more,at least 1 of my x-wings has a cannon crooked with a 2nd that has 1 of the wings not straight. These are minor issues that don't stop them from being used but I can't really think it'd be that big a deal. If it comes broken like a wing off or a cannon busted off then yeah, call up and replace but demanding a replacement for a wing at a slight angle is silly.

You will laugh i had the same thought.

I have to admit i was not sending anything back.. and as i understood.. you dont need to.

It is a replacement not an exchange.

I mean.. what they want with a broken ship...

I... well i dont play with it but i still can put it somewhere nice....