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.

I had this issue with a K-wing. Bit of glue and it's been fine since.

Can't you just glue it?

My gozanti had damage to it out of the box I sent them pictures and was told I had to ship it to them at my cost to get it replaced. Not living in the states the shipping cost for me to do that was substantial so I just opted to live with my broken ship.

Needless to say I was not impressed. They saw my broken ship but wanted me to spend a bunch more money to get a new one.

I've had two issues with broken ships that were not my fault (lots more were) and both times FFG replaced my ship no problem. The issue seems more like a problem getting the pics to them. Try putting them in paint and cutting down the size...after several attempts at that I got my pictures to fit and got my ships replaced.

FFG and Asmodee has horrible customer service. When things break and you demand a new model, they hazzle and force you to buy a new ship. Same with dials. You loose dails - need to buy a new dial from a expansion.

Something is weird here because both times I've written in with this exact same complaint they sent me a shipping notice before they even sent an email. I literally just got a Mist Hunter model in the mail like a month and a half ago. I didn't even send a picture. I just said that the pegs are really fragile and they need to work on that. Hell I didn't even ask for a replacement! They just sent me one...

Come on Asmodee, this isn't some scam people pull. Maybe if suddenly people break a ship, then a dial and oh gosh, they lost the pilot card too? If they want the busted model back so badly then they ought to pay for shipping.

Gotta say that I have to laugh at the number of complaints about the service.

You know what, they don't have to replace a broken ship, especially when you broke it. Be glad that they are willing to send out replacement items for free, even if it takes a little time.

I broke my K-wing stand. I repaired it, but mothing would have stopped me getting a free K-Wing out of it.

So far I have been really happy about customer service; I had two minor problems (lambda having one non-opening wing and little peg from an Ywing broken), and they did ship me replacements without any problem.

Did you put your Proof of Purchase on the attached pictures? Maybe they are more open to replacement if you do?

My Imperial Veterans box came with the peg on the Tie Bomber broken off

I tried to glue it back on, and it kinda worked, but just felt really fragile, like if I tried taking the ship off the stand the peg would come off again.

I mailed them straight away with a pic of the broken ship, mentioned that I'd tried to fix it, and asked if I could send them the broken ship for a replacement.

I was pleasantly surprised that they sent me a replacement model pretty much straight away, no questions asked

I have every ship in Xwing and I've never had a problem before. As far as I'm concerned, from this one experience, I'm pretty happy with the service!

QS =D

You know what, they don't have to replace a broken ship,

If it breaks due to production faults, or arrives broken? First you go to the store where you bought it and eventually, following the chain, it is FFG who has to replace it.

You know what, they don't have to replace a broken ship,

If it breaks due to production faults, or arrives broken? First you go to the store where you bought it and eventually, following the chain, it is FFG who has to replace it.

Most complaints here are people who broke it themselves.

But my point still stands - they replace things for free on good faith. Don't then complain because it's not done fast enough.

Let's be honest, nobody is quiting the game on account of slow customer service, so FFG isn't too upset by these posts.

Maybe if FFG sold there own brand of super glue with instructions on how to use it that would make people happy

Or they could step up the QC on finished items?

Lol, superglue it he says!

Have you ever drilled and pinned a B-Wing S-Foil cannon? I have. And let me tell you, it's not something you just do.

Suite 312. Just past the break room. Ask for Sally.

Huh. I bought a raider moths ago.for the first time this weekend, I got the damage deck out of the box. Low and behold, it was missing 3 cards. Sent them an email, and in less than 48 hours, they shipped me replacements. Love their service. Once some parts took 2 months to ship. But the did. And I was happy to get them .