Hi guys,

I bought the Imp Vets. a few days ago and discovered two small defects on the bomber while remodeling and painting .There is a loose pin , the small one which is glued in the ship and in the right engine exhaust , one of these nubsis is missing, not really missing dunno how to say , limited English, its broken.

Anyway , i send an email with proof of purchase( photos) and bar code to my publisher/ provider which is the Heidelberger Spieleverlag ( Germany).

They told my to send them the broken ship back and then i will receive a new one . As is said, the ship is painted and remodeled,so what do they want with that ship?

Does FFG has the same customer politics here in the U.S. ?

I bought a product which is flawed. Even if its flawed it mine and i just want surrogate not replacement.

Do u have to sent back the broken/flawed ship in the U.S. or can u keep YOUR product and get surrogate?

I guess they try to prevent abuse , and i totally in but i do not want to abuse , i want to fly with them

Thx in advance

Standard policy for customer returns for most products require sending back the defective merchandise. For issues that don't impact the model directly, damage cardboard or ship pegs etc..., FFG generally sends out a replacement without requiring the defective item sent back.

It's pretty standard to send the defective item back FFG's not the only company to ask this.

If its good enough that you want to keep it, there is no reason for them to give you a replacement.
If you want to replace it, it is standard practice for allmost all Companies to get the defect returned. One reason is to avoid people abusing it to get "2for1" deals.

I've had issues with defective ships happen twice. Once with a YT-1300 (broken female receiver peg that attaches at base of ship, my fault) and once with a X-Wing (missing female receiver peg at bottom of ship, was not present when I opened it). In both cases FFG sent me the replacement ships without asking for the defective ones returned.

Their customer service is bar none, the best I have ever experienced.

-Cal

Edited for spelling.

So as expected and as i read here in forum you dont have to sent back .

Well thank you guys , helped a lot.

I remember sevearl years ago I recieved a faulty YT-1300 and I sent in a request for a new one, there were no questions asked, I just one day recieved a brand new YT-1300 model in the mail, just the model, but that was fine with me. The faulty one was minor with the cockpit being glued incorrectly but I am a stickler for detail on such things.

I never use the faulty one but have been meaning to, ever since that day, to use it as painting practice since I've never painted miniatures before, that way if I ruin it, at least its not one I would have actually used. I can see how people abusing the system may have prompted FFG to be more diligent in their replacement process, and to be fair I do not blame them.

Our Local Gaming shop in Karlsruhe is great. I take the ship in show then whats wrong and they swap it. Of course a customised/painted ship might be a bit hard. That said I also got replacement bases and pegs from Heidelberger Spieleverlag with next to no questions asked. All they wanted was I pay the postage

So as expected and as i read here in forum you dont have to sent back .

You seem to be only reading half the comments, some did have to send back, some didn't, many companies do insist on a one for one swap, they are within their rights to do so.

I suspect the earlier comment is along the lines of their thinking, if it's so good you want to keep it, why do you want a replacement? If the ship is not in the condition it should be, why so set on keeping it? They are bound to be suspicious of that.

There are reasons to request the faulty ones back. It doesn't necessarily mean it's a trust issue with you. Sometimes it's so that they can have some evidence to go back to the fabricator and demand better quality.

If it was defective why did you paint it before returning it?

I will second that FFG/Asmodee has been great for me in replacing some defective stuff. I was missing a couple of the plastic rivets for dials (i even told them I may have misplaced them) and they sent me new ones right away. I also had a broken peg for a VCD in Armada and they sent me a new one right away.

As to your case, sometimes the manufacturer wants the original product back so they can look at the model and try to determine what caused the problem. Not that you lied to them but what caused the original material defect on their end. In your case you started modifying the miniature before asking for a replacement for the broken part. It would not be unreasonable for them to ask for the broken piece back to prevent people from scamming them for extra ships. Not implying that is what you are doing. Think of it as purchasing item "X" from a physical retail store, if "x" is defective out of the box you have to return "x" store for them to give you a new copy of "x".

They probably want it back to check it was a manufacturing defect and not as a result of your modifications.

FFG have sent me a load of replacement ships in the past without asking for the other ones back.

Send it back? WTF?

Lol, are they going to pay shipping?

Whenever I have had a broken part they replace the entire ship. Most recently a Mist Hunter, broken ship peg. Snapped right off during play. I send them an email and they sent me a replacement MH for free.

What the hell is this send it back bullshite?

edit: And auto censor? WTF?

Also!

What the hell ya gonna do with two ships and one dial?

If FFG wants us to send broken toys back to them then they can **** off.

FFG in the US sent me replacement pegs to me with only ONE question: "What is your mailing address?".

I once complained about the horrible paint job on my CR-90 and all they said was something like "manufacturing scale models...produces variations" etc etc. (it was so bad I bought paints and fixed it myself, painting the whole thing green).

I sent another notice to them stating my Scyk was broken and all they said "wait for it".

I think they are becoming more strict with the Asmodee merger. Maybe I'm completely off, but that's the impression I've been getting.

Different companies have different policies. If they said to send it back, you have to send it back. Don't really see how there's any room for debate there if you want them to help you.

I had an issue with an Ace with a detached wing/panel still in the box:

Contacted FFG and upon reciept of the photo, they sent me:

I think the photo still clearly in the shrink wrap helped your case a lot. Pretty shocking.

Just received word that FFG (Asmodee?) is sending me a new docking clamp for the Gozanti cruiser. I broke it at game night so it doesn't fit in the bottom of the cruiser any more. I was up front that I broke it during play, and they're sending me a new one anyway. Maybe it's because I told them I needed it for the Epic tournament at GenCon...

I bought a HWK that was missing a section of the tail. It took a while (4 weeks +/-) but they sent a replacement ship. I did not have to send the defective HWK back.