I am frustrated, for the first time ever I have tried to contact FFG's Customer Service. I have lost some parts so I sent the following email:

Hi,

I was just wondering if it was possible to buy some replacement parts from you. I have lost the two large pegs for my X-Wing "Rebel Transport" (SWX11). I have a proof of purchase number "xxxxxxxxxxxxxxxxxxx" if that helps. I totally understand if you cannot do this but I thought I would at least ask as I have heard only great things about your customer service.

I live in New Zealand so I am not sure if you are able to deliver replacements overseas.

Thanks for your time and for creating such great games!

Cheers,

This was on the 16th and so far I haven't had a reply, not even one that says "sorry but we cannot do this".

Should I be concerned or does FFG not provide replacements for overseas customers?

The last time I requested parts, it took 2-3 weeks to get a response and nearly another 3-4 to get them. I chalked I up to being right around the wave eight release and the beginning of tournament season. They did come through though.

It took only 2 days for me to get a response, and a week later to get my replacement K-Wing.

My gozanti has a chip on the model, I took clear shots if it in the package and then out. Customer support wanted me to ship them the model at my expense to the united States. I refused to pay to do this and just lived with the chipped model.

Annoyed me though there was no reason to force me to pay to ship out a broken part to them.

I also live in New Zealand and have had no issue with requesting replacement parts from FFG

My gozanti has a chip on the model, I took clear shots if it in the package and then out. Customer support wanted me to ship them the model at my expense to the united States. I refused to pay to do this and just lived with the chipped model.

Annoyed me though there was no reason to force me to pay to ship out a broken part to them.

Well, Epic ships are a different matter to normal ships, I suppose.

non existent

Keep in mind Wave 8 just dropped - so they are probably being flooded with emails possibly. I know when Wave 7 dropped and I sent an email, I had to follow up with them after waiting at least a week or two after not hearing back. They explained they had been hit hard, which makes logical sense. Shortly after I followed up they responded and all was well in the galaxy once more.

Thats a shame, lets hope they catch themselves and return to former glory. I still have a broken TIE/fo and a clogged up docking clamp that need replacement, haven't contacted our local distributor, though.

I am totally OK with waiting for a replacement if they are busy. But it would be nice just to get a reply (even an automated one) that said they would "get back to me later".

Now back to my Yoda lesson.... "I must learn P-A-T-I-E-N-C-E"

Let's play "spot the Games Workshop employee" in this thread. Winner gets a cookie.

Well same here i lost my pegs for falcon and outrider wrote a email 2 weeks ago and still no response

My gozanti has a chip on the model, I took clear shots if it in the package and then out. Customer support wanted me to ship them the model at my expense to the united States. I refused to pay to do this and just lived with the chipped model.

Annoyed me though there was no reason to force me to pay to ship out a broken part to them.

That is why you bring that stuff back to the store you bought it instead of dealing with FFG directly.

I contacted them before wave 8 about a broken advanced model from the raider set, I'm yet to get any kind of response. Boo hiss lol, like others have said an automated response would be something.

My gozanti has a chip on the model, I took clear shots if it in the package and then out. Customer support wanted me to ship them the model at my expense to the united States. I refused to pay to do this and just lived with the chipped model.

Annoyed me though there was no reason to force me to pay to ship out a broken part to them.

That is why you bring that stuff back to the store you bought it instead of dealing with FFG directly.

most stores will not take them back and tell you to send it back to FFG..

I'm quite shocked by some of the comments here, previously I had heard nothing but great comments about FFG's customer support.

The last time I requested parts, it took 2-3 weeks to get a response and nearly another 3-4 to get them. I chalked I up to being right around the wave eight release and the beginning of tournament season. They did come through though.

This is about the timeline I experienced for them to send a replacement HWK that shipped to me missing a part of the tail.

I'm very satisfied with the customer service.

Normally it takes 1-2 week to get a response and 1-2 week to receive stuff.

But this time, consider with the Mist Hunter advertising 2 Tractor Beam and only having 1 in the box, many people must have contacted them, so they must be overflowed by requests, so might take some more times.

The last time I requested parts, it took 2-3 weeks to get a response and nearly another 3-4 to get them. I chalked I up to being right around the wave eight release and the beginning of tournament season. They did come through though.

This is about the timeline I experienced for them to send a replacement HWK that shipped to me missing a part of the tail.

I'm very satisfied with the customer service.

6 Weeks to fix something as simple as broken product? Something amazon can fix within 24 hours? Sarcasm, I get it.

No sarcasm. I guess I'm just patient. The hawk missing the tail section was still playable. FFG =\= Amazon ¯\_(ツ)_/¯.

No sarcasm. I guess I'm just patient. The hawk missing the tail section was still playable. FFG =\= Amazon ¯\_(ツ)_/¯.

I think you have there an error in your equation. Amazon > FFG, at least if those reports in this topic are an indication.

My TIE/fo was broken too, FLGS fixed that problem in about 15 minutes. 14:30 of those minutes was the way to the store.

What I am trying to say here? It seems when buying FFGs products you get a better customer service everywhere else. At least that is the impression this topic gives.

And this is btw totally fine, I don't expect FFG to have a good customer service, I expect the store which I buy from to have good customer service.

I noticed that when I submitted my card for the Armada challenge coin from the store championship this year there is no longer a fantasy flight parts replacement page it's in asmodees name and on there it states they will not replace broken or missing or worn pieces from use. Only defective components will be corrected.

Not sure if that's what is starting to go on or not but it seemed significant considering in the past ffg would replace anything with few questions asked.

I don't get service in my region. Took about 2 weeks for them to tell me that if I remember correctly.

I suspect that the waits is due to some growing pains in the system. It took a few weeks for me to get a reply back in Dec, but they still replaced the dial thingy. So, still pretty good, just not as fast as it used to be.

They forgot all the cardboard in my Raider. From complaint to cardboard in my mailbox took a week. I do, however, live within a stone's throw off the mother ship, if you have a really big stone cannon.