Hello,

I'm not sure where else to post this...but I need help.

I have made a big order (Descent stuff mostly) 2 months ago on the FFG website. To this day I have not yet received my order....and the tracking website was last updated on June 22, nothing since then.

I'm trying to contact FFG support to see what is going on with my package. I have sent a support ticket through the website 10 days ago - since then, the only thing I'm getting is some company called "Asmodee North America" replying to me with automatic emails saying:

" Thank you for inquiring about this. Your mailing has been passed along to our sales team who is responsible for these types of claims. They'll reach out to you as soon as they can. As always, please contact us directly if you have any further questions or concerns."

This is the same response I got twice while asking what is going on with my inquiry.

I've been waiting for 10 days now and counting.......what is this? Where is FFG customer service? wtf is this Asmodee company and why do I have to wait more than 10 days for a proper answer?

Any help from fellow gamers who have had to deal with FFG support in the past would be appreciated!

Thanks!

It's my understanding that the Asmodee thing is fairly new, so I don't think there's really anyone here that can help you based on previous experiences.

Based on my very limited experience, Asmodee is heavy on the automated-response-and-forget, and can't (or won't) really answer anything. But I have no idea how you'd actually get into contact with FFG without going through Asmodee.

My suggestion would be try to find a phone number.

My suggestion:

Get your credit card to do a charge back on the purchase. They didn't deliver the goods - you shouldn't pay for it.

Get your money back and use a company like CoolStuffInc or Miniature Market (or your FLGS).

My suggestion:

Get your credit card to do a charge back on the purchase. They didn't deliver the goods - you shouldn't pay for it.

Get your money back and use a company like CoolStuffInc or Miniature Market (or your FLGS).

Sigh.

As much as I hate to say it, I agree. In addition to being completely warranted, it has the benefit of actually upsetting someone, somewhere at FFG, that will have to deal with the fact that the bank is trying to do a chargeback on a purchase that (supposedly) failed.

It will also, hopefully, result in someone in support getting a burn, and either improve or in the long term get FFG to abandon the idea of outsourcing their support - something which in universally terrible, since outsourced support never have a real incentive to do their job properly, or have the necessary knowledge or contacts to actually help you in a meaningful manner.

Yes...that was my plan. I am still waiting for a reply 12 days now....I will give them 2-3 more days, and if I don't hear anything I'm gonna do a charge back.

Shame on FFG if I have to resort to that.

Very disappointing...

Thanks for the help guys!

Sad to hear about this plight. FFG's customer support used to be second to none, before they were bought out by Asmodee.

Ah, not having heard of Asmodee before, I assumed Asmodee was just some group that took care of their customer support, but having researched it a little, it's obvious that it's far beyond that, and that FFG was eaten by the Asmodee Group .

This could explain the rapid (relatively speaking) plummet in quality and consistency when it comes to Support, Rules Questions and Production that I've noticed, whatwith canned answers with no follow-up or real clarity, messages simply being ignored, and the recent model issues. Given that products are usually in the pipeline years before they reach the consumers, it makes sense that we wouldn't really start seeing this until now.

The sales-pitch of "independence" and "nothing will change"-ness mirrors previous takeovers of great companies like Bioware being eaten by EA or Blizzard becoming beholden to Activision.

This is sad as hell.

This is sad as hell

Yup. I've been having my own issues with sales recently, a seemingly straightforward issue that is really disappointing me to be taking so long (no communication in 4 weeks). I hope this is just a fluke (it really had better be.)

I wouldn't have even waited 10 days if I were you. No genuine e-mail response for ~5 days usually means that no one is appointed to that position, which means even if you get a genuine response later, it usually is from someone without any authority and no position to do anything about it.

It's a shame how the Asmodee merger has hit FFG's quality standards. I mean it's obvious that a merger is always bad for both companies, but especially the smaller company as suddenly there is someone else who wants a share from your profit and challenges you on business parcitices that were corporate culture for a long time. I really don't know what happened or what Asmodee had in store if FFG refuses to merge, but I always thought FFG with its CEO were some of the smarter entertainment-companies out there, who wouldn't fall for a merger.

Of course I hoped that this won't be the case for FFG, but I think now it's quite obvious that since the merger, FFG isn't quite the juggernaut of high quality standards in board gaming that it used to be.

well it was a good time and given the slow decline most companies go through after these mergers, there are a few years left before FFG becomes sub-par.

enjoy them and avoid direct contact with FFG as much as possible, let the game store/online store owners go through all that trouble. They are in the position to stop ordering FFG products, if it becomes too big of a hassle, so FFG needs to pay attention to them, unlike a private costumer like you.

This is sad as hell

Yup. I've been having my own issues with sales recently, a seemingly straightforward issue that is really disappointing me to be taking so long (no communication in 4 weeks). I hope this is just a fluke (it really had better be.)

Hopefully they will resolve the issue before the next FAQ is released ... oh ... sorry ... you don't want to wait years.

So, after 14 days I finally get a reply from FFG. No apology at all for taking 14 days to reply to me about my order of almost $400. Here's what it says:

----

Hello,

----

So basically I'm left to figure this **** out with USPS and FFG couldn't give a ****. So if USPS tells me my package is lost, since there was no update on their tracking website since June 22. What then? Is this supposed to be my problem? or should I be in the right to expect FFG to check this for me with whoever the **** they use to send the package and let me know whats going on. I shouldn't be chasing their carrier to get some answers.

This is sad as hell

Yup. I've been having my own issues with sales recently, a seemingly straightforward issue that is really disappointing me to be taking so long (no communication in 4 weeks). I hope this is just a fluke (it really had better be.)

Hopefully they will resolve the issue before the next FAQ is released ... oh ... sorry ... you don't want to wait years.

That's funny, it really did get a smile.

Fortunately, though, I got a speedy reply from the webmaster (my problem was with the online store, so in retrospect contacting the webmaster would probably have been a better idea than sales). In any case, yes, there are still people reading and replying to questions.

So basically I'm left to figure this **** out with USPS and FFG couldn't give a ****. So if USPS tells me my package is lost, since there was no update on their tracking website since June 22. What then? Is this supposed to be my problem? or should I be in the right to expect FFG to check this for me with whoever the **** they use to send the package and let me know whats going on. I shouldn't be chasing their carrier to get some answers.

It certainly seems that you are being left to figure it out by yourself. I have little doubt that USPS will bounce it back to FFG ("We have no record of your package being sent, please contact the original sender to resolve the issue.") That's the sort of roundabout "blame it on the other guy" bull that starts happening in these situations.

If you haven't done so already, contact your credit card company to request a charge back. Do it now, hopefully before it's too late.

And then, as suggested, don't buy anything direct from FFG any more. Use a third party retailer who has proven themselves accountable in cases like this.

This is sad as hell

Yup. I've been having my own issues with sales recently, a seemingly straightforward issue that is really disappointing me to be taking so long (no communication in 4 weeks). I hope this is just a fluke (it really had better be.)

Hopefully they will resolve the issue before the next FAQ is released ... oh ... sorry ... you don't want to wait years.

That's funny, it really did get a smile.

Fortunately, though, I got a speedy reply from the webmaster (my problem was with the online store, so in retrospect contacting the webmaster would probably have been a better idea than sales). In any case, yes, there are still people reading and replying to questions.

It's weird, though; it seems extremely uneven whether they bother to respond or not. I haven't gotten a single reply from them in a long, long time, when it comes to rules questions. I think I've clocking in at five or six attempts over the past two-three months. Nothing but silence.