So at the beginning of the month I sent FFG an email about some broken pegs and missing cards out of my damage deck and I've heard no response at all aside from the automated blurb. Now I've got a broken Mist Hunter peg mount and I'm wondering, is anyone else feeling like the quality of customer service is slipping? I notice it ain't the FFG website anymore when you fill out a request form, it's an Asmodee site. Are we now at the mercy of these schmucks to get our replacement components?

Or am I just crazy impatient and the reason FFG is lacking on the response time is simply because of Wave 8 and maybe planning new stuff?

What are your experiences with CS lately, have they been good or bad or so-so? Is it normal to wait for a month to get a response? I've asked this question before and gotten mostly positive response's, but I'm wondering with the merger if anyone has noticed any changes. So what are your experiences with FFG CS lately and what were they like? I know I have a positive attitude towards the CS guys, the only time I had sent them a letter before, they responded in due time and with a great solution. I think I may be over-thinking things and I hope that's the case!

I had to wait over a month for missing cards from a set.

No updates, no communications.

I liked it better when ffg handled their own customer service.

I haven't had any dealing with them recently, but last time I did, I was asking to purchase a dial to replace one that I lost.

I received an email a few days later (maybe a week) stating they were out of parts and had to wait for the next shipment.

It took awhile (month or two) But I did receive my dial, along with every component that came with minus the ship (actually sent me everything that comes with, upgrade cards and all the cardboard tokens)

What your experiencing does not quite seem the same as what I experienced

So at the beginning of the month I sent FFG an email about some broken pegs and missing cards out of my damage deck and I've heard no response at all aside from the automated blurb. Now I've got a broken Mist Hunter peg mount and I'm wondering, is anyone else feeling like the quality of customer service is slipping? I notice it ain't the FFG website anymore when you fill out a request form, it's an Asmodee site. Are we now at the mercy of these schmucks to get our replacement components?

Or am I just crazy impatient and the reason FFG is lacking on the response time is simply because of Wave 8 and maybe planning new stuff?

What are your experiences with CS lately, have they been good or bad or so-so? Is it normal to wait for a month to get a response? I've asked this question before and gotten mostly positive response's, but I'm wondering with the merger if anyone has noticed any changes. So what are your experiences with FFG CS lately and what were they like? I know I have a positive attitude towards the CS guys, the only time I had sent them a letter before, they responded in due time and with a great solution. I think I may be over-thinking things and I hope that's the case!

That's concerning that it is an Asmodee website for filing a claim instead of FFG. I can understand why it would be filtered, but that is one of the amazing things FFG had as a company. I would hate to see this aspect of identity lost or have it mishandled because of a monetary transaction with people that care less about paying customers than FFG does.

I have been lucky and haven't had to report anything with a problem, but as I have been in customer service most of my adult life (waiter > helpdesk > IT), I have paid attention to many of the threads making comments and have been very impressed with how these things have normally been worked out. True, right at a Wave Release is not the best time to analyze the timing of responses... please report back on whether this is filtered down to FFG and if it was just a factor of timing or if things have changed and they no longer handle customer service and what we have come to expect from FFG is not carried out by Asmodee.

On one hand, I would be sad. On the other, it frees up FFG's resources from personnel that can be more devoted to product intellectual properties instead of physical properties. I guess I have mixed emotions... kind of like the man whose strident mother-in-law drove off the cliff in his new Cadillac...

Hee-hee, someone likes me!

Ahem, yes. The Asmodee filter is strange, and really that's the only thing that's really throwing me off here. When I broke my squint's wings I sent them a picture and told them straight up, hey I was painting this model and the wings just fell off. I sent pics and about 1 week later they sent an email (after the autosender) and all it said was: A replacement has been sent to the address provided! And that was it. Not put off by the purple interceptor at all, I even questioned them about it later and the CS guy told me that it was obvious from the pics that the wings were not glued properly.

I will update when I get a response though as I am sure like Pluto say's, I'm just crazy.

I think based off of volume alone compared to a year ago a long wait for replacements is not surprising.

I hope not.

My peg for the Ghost just wont stand up. $50 ship and I cant even use it. I could super glue it but then I cant switch bases. I have submitted a claim asking for another peg that works. Really hope they come through.

Ive spent $2700 or so on the game and hope they keep up the customer service. It really matters.

I suspect there is some bugs they still need to work out in the new system, which is partially there is an extended wait.