So I wanted to share with the forum my experience with FFG/Asmodee customer service. About a week ago I sent an email to FFG using the customer service link on their page. I received an automated email response that same day. I've heard the stories about months going by with no replies or little follow up. Today I received an email telling me FFG has shipped me my items. I wanted to share a couple of things that may have helped me get a swift and positive response.

1. I took photos of the pieces and offered a detailed and brief explanation of the issue. These I included in the email.

2. It wasn't requested but I included the proof of purchase code for each item.

3. Lastly and may most importantly I tried not to sound whiny or ungrateful. I wrote a brief message saying that I was a loyal customer with a borderline embarrassingly high amount of money spent between Armada, Imperial Assault and X-Wing. I thanked them for their quality products and said "out of the hundreds of individual products these are they only few I've ever had an issue with". Retail companies are much more helpful towards longtime loyal customers who are polite.

I hope this helps anyone who may need customer service. Thank you FFG/Asmodee for your prompt service to a loyal customer.

I turned in a request much like yours and recieved my replacements nine days shy of two months. If only they had shipped a non warped base to replace my warped base that came with my last armada purchase. But on the bright side they did take care of the other issue which was entirely my fault, so we'll call it even.

I think they have excellent customer service! I think sometimes the delays are due to them not having the parts on hand. When you consider they probably use off the shelf product to replace busted ships, missing pegs etc, if there's a delay getting it off the boat, there's probably going to be a delay getting it to you. Having a separate "parts run" doesn't make sense.