https://www.asmodeena.com/en/customer-service-faq/

The good old customer service has been killed by the Asmodee Overlords. I’ve had multiple expansions miss shipping a piece that I could only get via the missing parts form (did anyone’s original core set actually have the handle bar? I was 0 for 2 spread out over nearly a year ago... and I had snows with missing arms before).

Seems like this model is designed to make it as burdensome as possible on everyone else so that no one tries to get their replacement part.

Well, with the change to hard plastic sprues there will be fewer... okay yeah, I couldn't quite finish that sentence.

On the plus side, this is in some ways better for the company, since now they don't have to have open boxes sitting in a warehouse with the parts that no one seems to be missing. Worse for the customer since we'll have to wait for the store to get a replacement, on product with often decent lead times between reprints.

I'm assuming the "returned" product is just going straight in the trash, so I'll probably be doing conversions to replace any missing/badly cast parts.

I definitely won’t be buying into any other Asmodee games. This just passes the hassle buck to the retailer and customer. If you lose a card or it gets damaged/stolen you’re just SOL now.

Well that's a shame since the fairly generous customer support is really what sets FFG apart from other companies.

What do you do if you started assembling things and don’t notice the lost part until later? 🙄

I have had to use this 3 times and the change sucks.

1. Sometimes I get Legion items as gifts. The ability to go back to the retailer is pretty hard to pull off in gift situations.

2. Sometimes a missing part is not noticed until construction.

3. Sometimes you buy several items, and it takes time to paint and construct them which makes it hard to go back to the retailer 3 months later.

Oh well, I was pretty sure this would occur someday.

15 minutes ago, NeverTellMeTheOdds said:

What do you do if you started assembling things and don’t notice the lost part until later? 🙄

You’re like most of us and out of luck. Or your work is lost because they have to return everything for the one missing arm.

I don’t think I’m going to stop buying over this, but I am going to be much more selective and wait to hear the complaints of the early adopters. Since these mistakes tend to happen in large quantity (RT core set handle, landspeeder gear shift) I’m going to gamble bit getting the product in first printing to insure that if and when I do it won’t have that debacle attached.

This isn't FFG's fault.

I am very concerned considering how limited some print runs can be. On popular products my local store normally only gets enough stock to cover pre-orders. What do they do? Just tell the customer they can get a replacement in 6 months when a restock finally comes in?

Just now, Qark said:

This isn't FFG's fault.

I am very concerned considering how limited some print runs can be. On popular products my local store normally only gets enough stock to cover pre-orders. What do they do? Just tell the customer they can get a replacement in 6 months when a restock finally comes in?

I felt like I placed blame correctly, at Asmodee.

and yeah, you about figured it out. That’s what will be done because the LGS is left holding the bag when it’s the fault of up the chain.

What in the world? I don't have the receipt for something I purchased months ago but finally put together. One of my wookies came with two left arms!

This is ludicrous!

Also, local store has not heard of this at all, and is contacting its distributor.

It's going to be wild for those who didn't save their receipts because this was never an issue in the past.

Well... that’s not good.

couple of local guys made good points about people faking claims to get free product.

That's a pritty terrible policy, even GW replaces defective componants withount issue. Congratulations asmoundi, you're officially worse than GW.

18 minutes ago, joewrightgm said:

Well... that’s not good.

couple of local guys made good points about people faking claims to get free product.

They didn’t even cite that as the issue. I’d have to imagine it would have been pretty evident they were doing it and cut just them off rather than cutting everyone off.

I mean, if the name “ScummyRebel” (a fairly distinctive name mind you) turned up on a ton of replacement part orders, it wouldn’t be too hard to conclude that I am either beyond statistically unlucky or I’m a fraud.

I don’t think it was that at all, and rather Asmodee is looking to reduce costs by having less replacements being done.

3 minutes ago, ScummyRebel said:

They didn’t even cite that as the issue. I’d have to imagine it would have been pretty evident they were doing it and cut just them off rather than cutting everyone off.

I mean, if the name “ScummyRebel” (a fairly distinctive name mind you) turned up on a ton of replacement part orders, it wouldn’t be too hard to conclude that I am either beyond statistically unlucky or I’m a fraud.

I don’t think it was that at all, and rather Asmodee is looking to reduce costs by having less replacements being done.

The purported story that was relayed was this guy using family names and addresses to kite the system.

either way, these cost reduction type things really doesn’t inspire confidence in the company at this juncture, and I know that alarmist nonsense likely, but at the same time... looks bad, you know?

It also says “subject to store policy” so can a store just say they don’t do returns and then you’re really SOL?

2 hours ago, NeverTellMeTheOdds said:

I definitely won’t be buying into any other Asmodee games. This just passes the hassle buck to the retailer and customer. If you lose a card or it gets damaged/stolen you’re just SOL now.

If one loses a card, one should be SOL. No company should ever be at fault for a customer's ineptitude.

Well, I can't access https://parts.asmodeena.com/partsrequests/about (their website on requesting missing parts) and I don't know what'll happen to non-US buyers

8 minutes ago, Mokoshkana said:

If one loses a card, one should be SOL. No company should ever be at fault for a customer's ineptitude.

We aren’t talking about that though. We are talking about legitimate Asmodee screw ups where handlebars, arms, and gear shift levers are missing for the minis in the box.

Or like my sniper head in the new rebel pack good thing I have extra heads but I would like to have that alien head

47 minutes ago, Mokoshkana said:

If one loses a card, one should be SOL. No company should ever be at fault for a customer's ineptitude.

They should offer some kind of replacement option, even if it’s paid. What if your card gets stolen for an ATST? Just tough crap? They’re made from paper, there should be a way to replace them, or they should make cards printable. 🙄

3 hours ago, thepopemobile100 said:

Well that's a shame since the fairly generous customer support is really what sets FFG apart from other companies.

I had a mini in my Star Saga box that was missing arms. I emailed Mantic and they replaced on their dime, or shilling, from the UK, with a little extra.

Putting this onto the FLGS is pretty weak. It generates a decent amount of extra work for the FLGS who in turn has to deal with the distributor.

I would say this wouldn't be so bad, but the truth for me is that there's a lot of problems. Since launch, I've had the infamous missing at-rt handle in the core set, a missing arm in my Wookiee expansion, two left engine covers in my landspeeder, and just today I opened a new Clone Wars core box, and my Grievous right foot, on the **** spru, has both front toe claws snapped off and missing. That's not bad luck. That's an issue. I must say this makes me upset. Sure, green stuff can mold some new toes, but an entire missing part is going to be an absolute hassle.

GW cut me off from replacement parts. I used to buy a LOT of GW stuff. So much that I guess I got too many broken pieces or something and they red flagged me. They wouldn't send me replacement missing parts unless I mailed them, at my own expense, my opened blisters and stuff. Guess what, if I was scamming a free "missing" part I'll just keep that piece when I send you back the "faulty" item.

It reduces my enthusiasm for further Legion purchases because something like 1 in 6 of the kits I buy is missing something.

1 minute ago, TauntaunScout said:

It reduces my enthusiasm for further Legion purchases because something like 1 in 6 of the kits I buy is missing something.

Exactly this. These part screw ups are not few and far between. They are numerous and common. If they want to shove responsibility to flgs and customers, they need to get their **** together.