Hi All,

In this current world of possibly the worst customer support ever. FFG and Asmodee have continued to rise above everyone else.

I have every and at least 3 of every ship, except for the huge ones, only one of those. FFG support was also awesome, but now with the change to Asmodee I had my suspicions, but these are all put at ease.

My Case:

I bought the Ghost from my LGS on the first day of release, the phantom was damaged in the box, I was able to glue the wings back on, but the little plastic nub on the bottom of the ship used for attaching to the stand was missing and no where in the box.

I reported it to the FFG and Asmodee support. it took a while, but I finally got a new Phantom in the mail today. Mind you all I asked for was the plastic piece from the bottom of the ship, but today and brand new phantom with perfect wings and a non broken nub.

Last night was the last time my phantom was on the board without a ship, just a base.

Thanks you FFG and Asmodee for being the best support company in any game company that is currently active.

Thanks again.

Eagletsi111

Good on you for posting about a positive experience.

FFG is a good company.

Asmodee doesn't really have anything to do with customer support.

I think the best thing you can say about Asmodee is they didn't try to "Asmodee" FFG customer support.

Years ago when customer support started its nose dive there was an article written on good vs bad experiences both with products and services. The article contained the results of an extensive survey the gist of which was this: satisfied customers told 7 people of their experience while dissatisfied customers told 29 people.

It's nice to know that more than 7 people will hear of FFGs great support.

Hi All,

In this current world of possibly the worst customer support ever. FFG and Asmodee have continued to rise above everyone else.

I have every and at least 3 of every ship, except for the huge ones, only one of those. FFG support was also awesome, but now with the change to Asmodee I had my suspicions, but these are all put at ease.

My Case:

I bought the Ghost from my LGS on the first day of release, the phantom was damaged in the box, I was able to glue the wings back on, but the little plastic nub on the bottom of the ship used for attaching to the stand was missing and no where in the box.

I reported it to the FFG and Asmodee support. it took a while, but I finally got a new Phantom in the mail today. Mind you all I asked for was the plastic piece from the bottom of the ship, but today and brand new phantom with perfect wings and a non broken nub.

Last night was the last time my phantom was on the board without a ship, just a base.

Thanks you FFG and Asmodee for being the best support company in any game company that is currently active.

Thanks again.

Eagletsi111

How long did your request take? I'm approaching two months now with no response other than "we will be glad to replace those parts for you". I've emailed and had no response, would be nice to know what kind of timeframe you were looking at before you received you replacement. Thanks. Also, when I turned in my claim on April 5th I was redirected to asmodee, so it appears customer services have shifted over there as well.

Clearly this customer service has become OP, FFG PLEASE NERF!

I actually just had a very similar experience, except it was my peg that was damaged. FFG definitely has made a life-long customer out of me. I forget exactly how long it took, maybe about 2 months, but I have no complaints.

Peg holder broke on my JMP5K. I sent the request in on May 4th and got a new one on the 11th. Great customer service!

Awesome customer service. I only had Great experiences to.

Greetings

I had a T-70 peg break on the second use on 7 May. I used the contact page and submitted a photo and the replacement was posted on 9 May. It arrived earlier this week (I was away on business so do not know which day) in the UK. There were about 5-6 pegs in the packet.

So I am very pleased with the speed and responsiveness of customer service.

Regards

Edward

I also give props to FFG cs I had a Peg insert loose on our of my TIE/fo's I replied it a couple of times myself and thought I had a hold. the was until it broke off inside the Gozanti's docking clamp over Xmas.

emailed FFG in the new year and had a fresh fo and clamp here in blighty b4 the end of January.

Great thread guys. Nice to see some positive posting!

I've had two or three minor issues with ships between all of my X-Wing and Armada purchases over the last few years. FFG fixed all of them promptly. Thanks again, FFG!

Hi All,

In this current world of possibly the worst customer support ever. FFG and Asmodee have continued to rise above everyone else.

I have every and at least 3 of every ship, except for the huge ones, only one of those. FFG support was also awesome, but now with the change to Asmodee I had my suspicions, but these are all put at ease.

My Case:

I bought the Ghost from my LGS on the first day of release, the phantom was damaged in the box, I was able to glue the wings back on, but the little plastic nub on the bottom of the ship used for attaching to the stand was missing and no where in the box.

I reported it to the FFG and Asmodee support. it took a while, but I finally got a new Phantom in the mail today. Mind you all I asked for was the plastic piece from the bottom of the ship, but today and brand new phantom with perfect wings and a non broken nub.

Last night was the last time my phantom was on the board without a ship, just a base.

Thanks you FFG and Asmodee for being the best support company in any game company that is currently active.

Thanks again.

Eagletsi111

How long did your request take? I'm approaching two months now with no response other than "we will be glad to replace those parts for you". I've emailed and had no response, would be nice to know what kind of timeframe you were looking at before you received you replacement. Thanks. Also, when I turned in my claim on April 5th I was redirected to asmodee, so it appears customer services have shifted over there as well.

I reported it the night of the Ghost and Wave 8 Release.

I emailed a week ago about my new tie bombers peg holder breaking off. Havent heard anything from them.

When you own almost 200 ships you expect to get a higher number of flubs, in every case FFG has made it right... right away.

I have nothing but positive things to say about FFG customer service.

When my Defender was missing it's peg, I immediately sent in a request for parts, it took a month or two, but my new Defender model arrived.

I just had to keep in mind that I was one of many thousands of customers, and they would process everything as soon as they could.

FFG is a good company, I have had the best response from them.

Living in Germany, I'm reliant on their German distributor, Heidelberger Spieleverlag, for support - but the same experience there. Got my spare parts without problem.