Will Asmodee and FFG issue refunds if the replacement SKUs aren't available from the distributor?

The policy says only in stock items will be replaced, but it's not exactly legitimate to have contents printed on the box not being inside the box.

@SoonerTed
"This is a distraction from a sudden change of customer service policy that harms customers and local shops.
If a wookie is shipped with two left arms I have to return the whole kit to where I bought it, and hope the distributor isn't out of stock.
This is seriously ridiculous."

I concur with the assessment that this is related to increased profit for sale of the company.

That being said, this pretty much scales the products back to being the equivalent of what happens with other companies that don't sell individual parts. You get a defective product? You return the whole thing to whoever you bought it from. If that was the maker, great, if not it's the middleman (wholesale, retail, whatever).

I also agree that, in light of this, it behooves us as customers to do a parts check immediately on receipt of the product, just in case we have to return it because it's defective (missing, warped, broken parts).

3 minutes ago, Derrault said:

@SoonerTed
"This is a distraction from a sudden change of customer service policy that harms customers and local shops.
If a wookie is shipped with two left arms I have to return the whole kit to where I bought it, and hope the distributor isn't out of stock.
This is seriously ridiculous."

I concur with the assessment that this is related to increased profit for sale of the company.

That being said, this pretty much scales the products back to being the equivalent of what happens with other companies that don't sell individual parts. You get a defective product? You return the whole thing to whoever you bought it from. If that was the maker, great, if not it's the middleman (wholesale, retail, whatever).

I also agree that, in light of this, it behooves us as customers to do a parts check immediately on receipt of the product, just in case we have to return it because it's defective (missing, warped, broken parts).

You missed the bit where the replacement is solely dependent on if the distributor has the SKU in stock.

If the SKU isn't in stock, no replacement, no nothing. The customer is stuck with a defective product.

24 minutes ago, SoonerTed said:

You missed the bit where the replacement is solely dependent on if the distributor has the SKU in stock.

If the SKU isn't in stock, no replacement, no nothing. The customer is stuck with a defective product.

I mean, you would just get a refund then, no?

this is bad juju. makes FFG reek of death even more then they have been lately. I mean it's probably fine. but YIKES. getting back into legion just rolled down my priority list

3 minutes ago, Derrault said:

I mean, you would just get a refund then, no?

The local store is supposed to give me a refund? The stores here don't accept returns. Is the distributor going to refund the local store?

Nowhere in the new policy does it say I will get a refund if the SKU for replacement is out of stock at the retailer

Also, I'm supposed to have kept receipts for items bought months ago when I knew FFG would replace defective items?

Also, who in their right mind thought that making the local store be the customer service arm for Asmodee was q good idea?

So many little things have happened in the past couple of years alone that I'm a little worried about the future of FFG.

But, I try to stay optimistic and remind myself that these things have a way of working themselves out, even if it's in an unexpected way. Our beloved games shall prevail. Some way, somehow!

15 minutes ago, SoonerTed said:

Also, who in their right mind thought that making the local store be the customer service arm for Asmodee was q good idea?

The company that owns FFG which no longer needs a customer service department.

4 hours ago, Mokoshkana said:

If you are that worried about people stealing your cards, make copies of them at Kinko's (or some other copy place). I sincerely doubt that any TO is going to DQ a player for using unmodified (no cheaters allowed) printed cards with the actual model. At the right copy place you could likely make identical cards that would be indistinguishable from the originals.

Except if you get caught you would be DQed from an event.

3 hours ago, ScummyRebel said:

I am sure you can find a friend or community member who will loan you a card, particularly if it was stolen from you.

At worlds for xwing last fall, I saw folks using swag unofficial alt arts, and didn’t see anyone asking them for proof they had the “real” one. I doubt it’ll come up unless you encounter a real pain of a person.

I’m definitely not loaning out cards now...

3 hours ago, ScummyRebel said:

My LGS typically has one of a given sku, if I’m lucky. There is no exchanging it quickly.

I’ve gotten parts from the old CS department in two days (from “we are shipping it” to “its here”, usually 1-2 days before they would ship). Under the new system, I’ll be waiting at least an extra 4-6 weeks, assuming the sku is even in stock at the distributor to be given to the LGS.

And there aren’t many Asmodee distributors in the US. My LGS only has one, Alliance. I don’t know of any others.

32 minutes ago, SoonerTed said:

The local store is supposed to give me a refund? The stores here don't accept returns. Is the distributor going to refund the local store?

Nowhere in the new policy does it say I will get a refund if the SKU for replacement is out of stock at the retailer

Also, I'm supposed to have kept receipts for items bought months ago when I knew FFG would replace defective items?

No, I meant asmodee or Amazon would. And yes, if your lgs doesn’t accept returns, you’re better off buying from the maker or the big store that does.

3 hours ago, Mokoshkana said:

Everyone is acting like this is the end of the world. Buy direct from FFG and then you can continue dealing direct with the Customer Service. From the website FAQ:

Dude, you’re full of terrible ideas... are you going to play your games at FFG’s stores also? 🙄

Just now, NeverTellMeTheOdds said:

Dude, you’re full of terrible ideas... are you going to play your games at FFG’s stores also? 🙄

If they won’t allow you to return a defective product, they’re a bad store, and they aren’t worth your support just for a table space.

2 minutes ago, Derrault said:

If they won’t allow you to return a defective product, they’re a bad store, and they aren’t worth your support just for a table space.

If they and the distributor don’t have stock, there’s nothing they can do. Right now our store and it’s distributor are out of clone starter, rex, death troopers just to name a few. This quote had nothing to do with a store refusing to try and replace parts.

2 minutes ago, NeverTellMeTheOdds said:

If they and the distributor don’t have stock, there’s nothing they can do. Right now our store and it’s distributor are out of clone starter, rex, death troopers just to name a few. This quote had nothing to do with a store refusing to try and replace parts.

So I guess you could wait for it to be back in stock and then ask for replacement? Nothing on the announcement at least lists a time limit... Doesn't mean there isn't one though.

6 minutes ago, NeverTellMeTheOdds said:

If they and the distributor don’t have stock, there’s nothing they can do. Right now our store and it’s distributor are out of clone starter, rex, death troopers just to name a few. This quote had nothing to do with a store refusing to try and replace parts.

Sure there is, they can return it and refund your money. Yes, you’d have to seek an alternative source, but there’s zero reason you should be forced to accept a defective product.

16 minutes ago, Derrault said:

Sure there is, they can return it and refund your money. Yes, you’d have to seek an alternative source, but there’s zero reason you should be forced to accept a defective product.

That isn't what the new Asmodee policy says. It also isn't what my local store says.

The policy is return it where you got it and only if the distributor has a replacement is anything done.

It is also rich to suggest we should have bought it direct from FFG when the policy was announced yesterday.

I don't own a time machine. Do you?

Just now, SoonerTed said:

That isn't what the new Asmodee policy says. It also isn't what my local store says.

The policy is return it where you got it and only if the distributor has a replacement is anything done.

It is also rich to suggest we should have bought it direct from FFG when the policy was announced yesterday.

I don't own a time machine. Do you?

This is about choices you make now.

And, if yes, the people who sold it you absolutely can refund your purchase. It’s an extremely common practice in retail.

4 minutes ago, Derrault said:

This is about choices you make now.

And, if yes, the people who sold it you absolutely can refund your purchase. It’s an extremely common practice in retail.

As is not taking returns of open merchandise or after a certain time frame.

10 minutes ago, Derrault said:

This is about choices you make now.

And, if yes, the people who sold it you absolutely can refund your purchase. It’s an extremely common practice in retail.

Can and will are two different things, of which I am sure you are aware.

This new practice is anti-consumer, retroactive (as it applies to purchases made before the change), and a burden to the local stores.

These things are true without even getting to the ethical issues.

32 minutes ago, Caimheul1313 said:

As is not taking returns of open merchandise or after a certain time frame.

Sure, and those people are destined to lose out to omnipresent competition that does, Ie Amazon.

Why would I ever buy from a brick and mortar again when the obvious alternatives are return friendly?? Outside of extreme sentiment, there’s no obvious answer there.

edit: @SoonerTed Can and will are two different things, of which I am sure you are aware.

They sure are, and as I mentioned, it’s an unwise business practice when your competition does it.

5 minutes ago, Derrault said:

Sure, and those people are destined to lose out to omnipresent competition that does, Ie Amazon.

Why would I ever buy from a brick and mortar again when the obvious alternatives are return friendly?? Outside of extreme sentiment, there’s no obvious answer there.

edit: @SoonerTed Can and will are two different things, of which I am sure you are aware.

They sure are, and as I mentioned, it’s an unwise business practice when your competition does it.

Goalpost moving again, are we? Refusal to address the issues raised and insistence to knocking down strawmen doesn't show the level of respect required in an adult conversation.

4 minutes ago, SoonerTed said:

Goalpost moving again, are we? Refusal to address the issues raised and insistence to knocking down strawmen doesn't show the level of respect required in an adult conversation.

What on earth are you talking about?

I said they could accept returns, you said they made a choice not to, and I replied that they were going to lose business to competition that will make those returns.

What about that sequence are you having trouble with?