I love playing x-wing and was very excited when Imperial Veterans came out. (Yea Defenders) On July 1st I picked up the box that I had pre-ordered from my LGS. When I got home I opened the box to take out my new ships and do some pew pew as I do with all of my new ships.

First the Bomber came out with no issues, so I moved on to the Defender. This was a little difficult as the Blister did not want to let the ship go, so I turned the blister upside down to see if that would help with extracting the ship. When I did this i heard something fall and bounce off of my table. Upon looking around I found the connector at the base of the Defender laying on the table. So I opened a ticket with Asmodee. I had always heard how FFG would send replacement pegs or new dice or even a new ship if I sent in a pic with the damage.

Here is where my frustration comes in. I have opened 4 tickets and been denied each time. The ticket system does not allow me to upload my photos as they are larger than 2mb but the email that Asmodee sent back to me asked me to reply to the email with the pictures. I did this 4 times as well. The last time I did it they sent back an email stating they never got the pictures so they were closing the ticket. I replied to that email with the pictures again but decided I was going to put them on the FFG forums as well.

See below.

Pic of both ships, Notice the Bomber has the connection point but the defender does not.

This next pic shows the connector piece laying on the table

a screenshot of the emails I sent to them on July 6th responding to Asmodee with the pictures attached.

And finally the email I got yesterday.

Thank you for contacting Asmodee North America. The status of your request is detailed below. If you have any questions or believe you have received this email in error, please contact [email protected] for assistance.

Please include reference code P445229 in any communications regarding this request.

Current request status: Closed
Note: Thank you for submitting your request; however we are unable to assist you as of right now. Your issue does not seem to be with the plastic pegs ( the stands for the x-wing ships) and with the plastic figure itself. For us to help you with this we require picture proof of the damage in question so we may send to the right parts. As of 7/10/16 we have not received any photographic confirmation through our parts request database or through our e-mail portal.
If you are unable to resubmit this request with a photo then please contact us directly at [email protected] .

needless to say I am very disappointed with the customer service at this time.

If you read this whole post I apologize as I know it is just me whining but i figured since the ticket route is not working go ahead and post here maybe then FFG would get the pictures.

thank you.

sorry guys tripple post I kept getting an error so kept trying to post it.

....... super glue

....... super glue

+1 that

....... super glue

+1 that

I understand that and agree but comma however the point is i spent 33 dollars on this product for it to be broken out of the box.... Not happy.

....... super glue

+1 that

I understand that and agree but comma however the point is i spent 33 dollars on this product for it to be broken out of the box.... Not happy.

I can understand your dismay but 1 drop of glue and you would have no problem any more.

Im sorry but, this is such a simple fix one small drop of super glue and your done. I cant help but feel your trying to take advantage of the customer service for a free second ship. If we all did this the customer service is going to get much stricter soon we will have to mail the ship in for a replacement.

....... super glue

+1 that

I understand that and agree but comma however the point is i spent 33 dollars on this product for it to be broken out of the box.... Not happy.

I can understand your dismay but 1 drop of glue and you would have no problem any more.

Once again I understand what you are saying. But to me it is like buying a new pair of pants that the zipper fails, or going to dinner and having to cook my own food.

Just saying if I wanted to put my ships together i would be playing warmahordes or some other table game that requires i put the pieces together and paint them.

Ok so what everyone is saying is do I want some cheese with my wine?

Seriously though I am not looking for a freebee of any kind I am just looking for something other than a rude email saying i did not submit a picture showing any damage to the ship. When it is obvious there is damage. I am just trying to get some acknowledgement that they sold me a defective ship.

But whatever just thought I would bring it up to the community, guess I was the bad guy for wanting good customer service.

There is literally no damage to your model. All you need to do is affix the ship to the connector with some glue.

What is this post about exactly?

Ok so what everyone is saying is do I want some cheese with my wine?

To a point yes. It's not like the model is defective or anything. Those things are simply glued in and sometimes they don't get glued properly or the glue lets loose. It would of taken you significantly less time to put a drop of glue on the ship and put the socket back then it did to submit a single ticket.

Also your comment about a broken zipper or cooking your own food is way off. A broken zipper means the product is defective and unusable without excessive work on you part, namely replacing the zipper. No one asking you to cook your own meal either. This is more like if you order coffee after dinner with cream and sugar, and they forget the sugar and you're asking for a new cup rather than putting some of the sugar on your table already into it.

I am just trying to get some acknowledgement that they sold me a defective ship.

It's not defective, not really. Perhaps that's what they're trying to say but aren't making clear. Based on that picture the ship isn't defective, it isn't broken or damaged. It simply was either not glued or the glue let loose.

Why not just send Asmodee pictures smaller than 2mb in size through the ticket system?

2mb is huge for ab image, unless you're wanting to print something photo quality at A4 plus size. There's no reason fir you to be trying ri send files that large.

in Germany there is a name for this " jammernd auf höchst Niveau" which translates as "First class complaining", but what means is "First world problems"

The man bought a brand new product that was broken in the box. That is absolutely the companies responsibility.

The man bought a brand new product that was broken in the box. That is absolutely the companies responsibility.

At least someone gets it.

Thank you sir

The man bought a brand new product that was broken in the box.

It's not broken though, it just isn't assembled properly. There is a very real difference between these two things.

The man bought a brand new product that was broken in the box. That is absolutely the companies responsibility.

At least someone gets it.

Thank you sir

We all get it.... but S#*t happens and some times a piny bit of plastic will break. You can either spend all day crying about it or build a bridge and get over it (with a drop of glue that you probably gave in a draw some where any way)

The man bought a brand new product that was broken in the box. That is absolutely the companies responsibility.

I am not from the US but in the UK it is the shop's responsibility rather than the manufacturer's. If you buy a defective product, you have the right to refund or replacement from the shop but not from the manufacturer.

Despite what I said above... The customer service has gotten a bit worse since Asmodee.

But there is a bit of this on the OP. If they ask for photos under 2mb in size than the simple thing to do is reduce them in size, a 2mb photo is huge, and considering the size of the subject has no reason to be even nearly that large.

Second, even if they do accept this as manufacturing defects, they would likely want the ship returned rather than simply send a new one.

All of which would take a great deal more time and effort than simply gluing it back together yourself.

Look I have modded my other ships, fixed them when they broke with glue and am willing to do the repairs all day long when it is my fault. But when i open the package is it too much to ask that the item i bought is in good working condition?

I Understand s#*t happens, but when everyone at multiple LGS and even people on the forums have posted what great customer service they got well i guess my expectations where a little high.

But when i open the package is it too much to ask that the item i bought is in good working condition?

Honestly no that's not too much to ask. It's also not too much to ask to get a clear answer from CS when you contact them, assuming of course you fill out the request properly, which seems to be part of the issue.

But there comes a point in which it's simply quicker and easier to let something go even if you're right, and just fix it yourself.

Despite what I said above... The customer service has gotten a bit worse since Asmodee.

But there is a bit of this on the OP. If they ask for photos under 2mb in size than the simple thing to do is reduce them in size, a 2mb photo is huge, and considering the size of the subject has no reason to be even nearly that large.

Second, even if they do accept this as manufacturing defects, they would likely want the ship returned rather than simply send a new one.

All of which would take a great deal more time and effort than simply gluing it back together yourself.

I understand that as well.

Point 1, I took the pictures with my phone and I guess I did something wrong because I cannot get them any smaller no matter what setting I use on my phone.

Point 2, I am not looking for a free ship, just some form of acknowledgement instead of being rude.

Point 1, I took the pictures with my phone and I guess I did something wrong because I cannot get them any smaller no matter what setting I use on my phone.

You should be able to put them on a computer and then save it as a .gif or .jpg which should be a lot smaller, although you may have to shrink the image. That or upload them to photobucket and maybe do the same thing. Worse case you could get gimp which is a free image processing program.

Point 1, I took the pictures with my phone and I guess I did something wrong because I cannot get them any smaller no matter what setting I use on my phone.

You should be able to put them on a computer and then save it as a .gif or .jpg which should be a lot smaller, although you may have to shrink the image. That or upload them to photobucket and maybe do the same thing. Worse case you could get gimp which is a free image processing program.

i did upload them to photobucket in order to get them on this page.

I will see if I can shrink them.

Part of my point is that they claim to not have gotten the images when I did send them in via email the way their email suggested.

The man bought a brand new product that was broken in the box. That is absolutely the companies responsibility.

I completely agree they should replace it. I also agree that something so simple to fix is simply not worth the time to resolve with customer service. If you want to put in the effort by all means do so, but I have a hard time understanding not being more efficient with your time.