I'm linking this from the AH3.0 topics.

Originally from @Slade

Quote

I'm turning to this forum to understand the FFG (Asmodee) policy for defect. My expansion has 13 misaligned cards and on the back there was a white line due to that. As result the text is fallen of and randomizing cards doesn't make sense due to the white line on the back.

I've reported this and got a immediate reply but no clear indication on how this would be solved, no additional quesiton on what of cards. I've send pictures but this doesn't allow you to identify the cards. My FLGS checked with Asmodee in Netherlands and all direct to central FFG/Asmodee policy on defect, i.e. no assitence from them at all.

After 2 mails to FFG and another report there was silence. Is this the new norm for FFG/Asmodee?

Can anybody here help with this? AH3.0 doesn't have the same traffic that the LCG has, so I'm not expecting as experienced or plentiful responses there.

That doesn’t bode well, I’ve just put a request in after finding my Boundary Beyond pack was missing a card.

So far I’ve got an acknowledgement and I’ve heard good things about their customer service, I’ll post back if/when my request gets updated.

I've always had great results from them for missing/damage and even just lost parts. Most of that was pre-Asmodee, though I have had a few issues since which have still been resolved quickly and easily. I actually had to contact their customer support today concerning a pre-order (their system is in transition and finding it's a mess) and I had a response in about an hour.

If you can report back to the OP, there's an automated response when you submit the comment to them, it may take a bit after that but it should work out well. Just send photos of the bad cards.

Is your product in English?

If it is a localised product this will be down to your country’s distributor.

If in English anyone can use the official parts request form anywhere in the world.

Did you use the official online form or just send them an email?

We made a video guide on how to use their parts replacement service for a known LCG issue and many people have had positive and timely results.

The Arkham Chronicle Gang

On 11/18/2019 at 7:47 PM, Assussanni said:

So far I’ve got an acknowledgement and I’ve heard good things about their customer service, I’ll post back if/when my request gets updated.

FYI I got an e-mail notifying me that my request has been updated from being received to being processed.