Like many of you, I have submitted questions to FFG directly and awaited their response. I've noticed a disturbing trend lately. Sometimes my question goes unanswered for too long a period of a time.

Back in the Runebound (2nd edition) days, John Goodenough was always prompt and gave a very detailed answer to whatever question I had. He was quite thorough in his response, which left no doubt and clarified the issue completely.

Kara Centell-Dunk seems to be the defacto responder for Descent questions lately. Usually she is prompt. But once it took almost a month for a reply. And I've had two questions in the queue for three weeks now, with no reply yet. I don't want to turn this thread into an FFG bashing, but I must admit that I am getting somewhat... ...frustrated. I purposely take my time composing my questions so what I write is exactly what I need to know. The Submit Question process does not give me a copy of my question, so submitting it a second time is a bit of a chore. (Shame on me for not making my own copy)

Have any of you also had lengthy response times? Are you satisfied or unsatisfied with their response times?

Usually, the response time is within a week (business days, obviously.) I have not had a response in several weeks, and suspect some kind of extraordinary circumstance.

In gendral, I am pleased with their response times and value thoughtful over quick responses, anyway.

Yes it's been quite bad over the past couple of months.

I submitted a damage claim for the MoR expansion I picked up last week and haven't gotten a response. i've heard a lot of great things about FFG's customer support. This is my first time contacting them. I've been wondering if something is going on.

I don't want to turn this into a bashing thread either. I'm very happy with everything so far. I got introduced to D2E, and board games in general, in July and am having a blast. I have just about everything (missing SoN and half the lieutenants). I don't say this to brag but to show how much I love this game and am into it.

I just got a wave of responses. Hopefully your issues will also get dealt with soon.

Same here, I got a reply directly after I posted yesterday =)

I also have no complains, as I´m happy to get answers at all, which is not the case with every game publisher on the market these days.

This being said I don't quite understand why FFG only has Kara for answering questions (Nathan used to be in the picture before), She's absolutely entitled to be on leave but why wouldn't FFG then assign some other person to answer queries while she is not available?

Me too. I just received my replies. Kara admitted that she was out of the office for part of September, which resulted in a backlog of issues and questions to be answered. I also agree with Indalecio's comment about why is Kara the only one that answers questions. With the popularity of Descent and given its volume in the Forum, you'd think FFG would have an alternate for handling these issues. I hope they read this as a suggestion to avoid the appearance of lack of response in the future. Other than this, I have had absolutely no complaints about FFG support. I've posted in this and other FFG forums about how their support is one of the very best, something many other companies should strive for.