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.

Just send it again. This isn't complicated.

Clearly they just didn't see or receive the file. When they do they will address the problem.

Just send it again. This isn't complicated.

Clearly they just didn't see or receive the file. When they do they will address the problem.

Sent 4 times already. Even sent one this morning. Just covering my bases.

If the picture files are too big, resize them so they'll go through.

Resize the picture. The email server might not be able to send or receive.

Normally, their customer service is on point. Just send one again with smaller images.

Just in case you're not sure how to resize them:

Open a picture in paint.

Select resize and shrink it to 50%

Select save as, choose .png as file type

That should reduce the filesize to about a quarter

how old are you that you cant make a picture smaller dude

im impressed you know how to post online, or that they give you a computer in the nursing home

The photobucket pics you linked to are ~700k each. perhaps just use those.

Everyone has good customer service stories except us. In my case a wing snapped off when I tried to dock a tie fighter to the gozanti. Oops.

im impressed you know how to post online, or that they give you a computer in the nursing home

Would you like to try justifying the need for any of that?

That's not necessary at all.

how old are you that you cant make a picture smaller dude

Inappropriate and rude.