I submitted a claim with FFG/Asmodee's parts replacement division regarding a defect with a ship. The claim was filed on March 24, 2016. I have yet to hear from anyone other than the auto-reply when I submitted the claim. Does anyone reading this have any experience with this process and how long it should take?

it takes a long time usually and you won't get any update. so you won't know whether it's approved or denied until you get a package at the door. i think at least 2 weeks

it takes a long time usually and you won't get any update. so you won't know whether it's approved or denied until you get a package at the door. i think at least 2 weeks

Not exactly true. In the email you recieved, there should be a link to check the status of your request. Just check it every couple of days. I filed a defect in January, and the status was updated to being processed, then a post on the status said that the ship was going to be replaced, then the status was updated saying that the mini had been shipped. So just use that link to check the status of your claim.

I used them in the past and had very good communication, that being said I have turned in a claim and haven't heard anything yet. It hasn't been that long either though.

I thought I heard that there were multiple problems with the peg holders on the bottom of the ships. I don't know if this is rumor, if these incidents are part of a larger scale issue, or if it's just those affected voiceing concerns on the forums. Their slow response might be due to a backlog of requests. It's possible that a limited supply of replacement pieces could also delay shipping.

Thanks for the replies. I have been checking the link provided in the auto-response email. It currently says "In Process." I'll just wait and hope that my concern is addressed.

I filed a manufacturer defect report the first week in March and last week received the replacement in the mail. Only notifications I received was initial receipt of the claim and then 2 weeks ago a notice that they had mailed the replacement. Their FAQ listed that claims are usually processed/completed within 2 weeks but I imagine ~month is the norm(probably longer around/after a new product is released).

Can't complain though, it was at no cost to me and didn't require any additional input/prodding from me except for the initial claim submission. Definitely still a very good customer service department if you ask me, would use again if I have any more issues on FFG/Asmodee purchases.

I thought I heard that there were multiple problems with the peg holders on the bottom of the ships. I don't know if this is rumor, if these incidents are part of a larger scale issue, or if it's just those affected voiceing concerns on the forums. Their slow response might be due to a backlog of requests. It's possible that a limited supply of replacement pieces could also delay shipping.

I have this problem with my Tie Advanced Prototype - significantly tilted, and I'm not sure what to do about it. It's not the first one - the Wave 3 b-wins and HWK had this issue, and the bottom pegs of both my wave 1 tie advanced have come off. But the models themselves are fine. Is there any way they could just send me new bottom pegs, I wonder (If I can figure out how to safely remove the originals...)

I thought I heard that there were multiple problems with the peg holders on the bottom of the ships. I don't know if this is rumor, if these incidents are part of a larger scale issue, or if it's just those affected voiceing concerns on the forums. Their slow response might be due to a backlog of requests. It's possible that a limited supply of replacement pieces could also delay shipping.

Yeah had to get one TIE/fo replaced as well, socket for the PEG broke on turn two, most likely because the peg was to big for it. I have plenty of pegs to small for their sockets as well. Overall the peg and/or socket sizes seem to be all over the place, which should by all means create a constant stream of broken sockets.

Though I ignored FFG support and let my local store replace my core box directly. It is much more convenient for me that way and that particular store made another $200 sales or so from me buying more stuff, so a win/win for everyone involved, even FFG, who lost a little revenue, but have a more streamlined experience when they deal with bundled replacement request from stores instead.

So what is considerd a manufacturers defect? My TIE Phantom won't stay on the fighter stands and falls off if I use the ship to move the base, unlike all my other ships. Other than that the ship is fine.

Megatrons, have you tried using the phantom with the newer (wave 6+) pegs? Those tend to be 'tighter' and might help.

So what is considerd a manufacturers defect? My TIE Phantom won't stay on the fighter stands and falls off if I use the ship to move the base, unlike all my other ships. Other than that the ship is fine.

Grey area, IANAL, but as the TIE Phantom still works just fine and moving your ship from the base should be anyway the norm. I would say this is acceptable margin or error. It might be a reason to be annoyed, but should not a reason to have the right for a replacement in most, maybe even all places in the world. The other way around, when socket brakes because the peg is to big for the socket. now that is a clear case.

Though you could always try you luck with those issues, maybe your store or FFG are kind to you and still replace this. Or you just magnet mod models with that issue and enjoy the motivation to make the models more awesome.