Let me first say off the bat: I really, really want to love this game. The rules are entertaining, the initiative system is fun, my wife and I are very excited about this game.... but there is one thing that is just KILLING my desire to play.

The board is terribly warped, lengthwise. Both the long edges of the board sit over half an inch up off the table, to the point where the top of the 3d terrain near the edges is actually level with the game board. This happened on our FIRST playthrough... we opened the box, started punching out counters and assembling minis... and by the time we were ready, the board was starting to look like a half-pipe.

We've never seen this with other FFG games before, this is actually the first time we've ever had a problem like this. A quick trip to the internet revealed lots of other people with the same issue. It seemed most of them ended up getting a replacement board from FFG, so I figured no problem at all, and just emailed parts@fantasyflightgames.com and got the autoresponder saying to reply back with our mailing address if we hadn't already provided it. I responded with my information, and then... nothing.

I have yet to hear back from anyone at FFG about this issue, or what (if anything) can be done. It's been over a week now, and so I tried calling, but just get a voicemail box.

I was mostly just wondering what sort of experience other people had had with this sort of issue... how long of a turn around time was there, did you ever hear back from FFG, etc. We really want to be able to enjoy what we bought, without having to deal with defective parts.

That is unfortunate. I had a few missing components and was lucky enough to get a reply in a few days.

Considering the other success stories I've heard I see no reason why they would simply ignore you. Perhaps try again? Make sure your email has all the information they request. Politely inform them that you have tried before and go no response. Maybe send the proof of purchase information as well.

It could have just been a technical issue preventing them from receiving your email, or perhaps there is a large backlog and they havent been able to get to you yet. Have faith and keep trying!

This was the example email shown after selecting their email link. It's a bit messy

Here's an example of all the address information we'll need to process your request:
Your Full Name
Street Address
City
State
Zip or Postal Code
Country

Please fill out your own information in the space below, including full mailing address and the particular details of your parts request. Thank you!

Sincerely,
Fantasy Flight Games
------------------ My Address ------------------

------------- My Request Details -------------

The game's full title (please include edition if visible on the box):

What parts are you requesting? (include quantity, color/faction and description - more information is always better than less!)

Please use the space below to fully explain the issue, to the best of your ability:

Have you made sure that what you sent complied with this? Of course, even if not they should have sent a response asking for the missing information. I think it must either be a technical issue or a backlog slowing down their response time.

There are a number of reasons why you may not have heard back from them, but I agree with Three Head, just try again.

In my experience FFG has been AMAZING with their customer service.

My board has the same issue but far less extreme

I thought I was unlucky. Great to hear FF is taking care of these things so easily.

I'm not planning on replacing mine (as in my case I would feel slightly taking advantage of FF good nature as mine is playable), but my box lacks 1 Custodian piece (only 2 instead of 3). So could someone tell me how I could get a 3th custodian?

Greetz

Similar to what I did. Just sent an email to their missing parts customer service. This can be found here under Game Component Issues.

If you open it up from the link on that page it will have an example to fill in, but I posted it above so you can use that.

I didnt have any spare rank 2 traitor bases for traiter tanks. There were extra rank 1 bases so it was far from a game ruining issue. Missing an actual game model is far worse . I contacted FFG, was polite, etc, clearly outlined what the problem was, that I had extra of one thing but not enough of another etc. They replied to tell me the the missing parts had been gathered and would soon be shipped.

I wasnt asked for proof of purchase, but I suppose that would be because what was missing was probably pretty cheap.

Thanks!

Greetz

My game came with 4x Custodes, 23x Imperial Army (should be 3x and 24x), Thaadd first accidentally sent me another Custodes, then the missing IA in the next mail.

If I was industrious (which I'm not ), I'd probably make a special Emperor stand/figure/whatever, with 2 Custodes flanking him or something, from the 2 extra I have.

Just to follow up, I did end up calling back, and got a hold of Thaadd, who was AMAZINGLY nice. Turns out, it's just her handling everything! Oh man, can I sympathize. She was out for a while, and so that explains the delay I experienced.

Thaadd was VERY helpful, and a pleasure to work with. She explained that a number of boards were rushed out before they could dry, and that she had some sitting out to test before they were mailed as replacements.

After letting me know that she would be sending a replacement board out to me, she made sure to ask if there was anything else I needed, any replacement parts, or missing units, etc.

All in all, I'm very impressed with FFG, and Thaadd in particular, and if you DO have any problems with one of their games, rest assured that they'll handle it!

Glad to hear that it worked out. Also that's the first explanation I've heard as to why some of the early boards were warped and its good to know. FFG have the customer service angle down pat.

It's funny though. We consumers always seem to assume that there is a whole department set up to take care of complaints with many employees working all day on our problems, stat! No, its just one person. And she was away .

Thank you Thaad for your hard work and for putting up with our complaints in a polite and understanding way that goes above and beyond!

Got my Custodian in less than a week time. Taking into account it was sent from the USA to Belgium (Europe ) I was impressed. It even included a handwritten note.

Fantasy Flight Games is really (one of) the best when it comes to customer service!! Thank you very much FF!

Just wanted to give another update, in case some folks are still needing a replacement board. I spoke with Thaadd again today, and it sounds like she is just absolutely swamped! If you haven't heard from her yet, you probably will soon. The boards are being sent out in a UPS box (Not USPS) since with the size of the box, it's actually about the same either way, so she's opting for the quicker UPS, which would also provide better tracking. Once she ships your replacement board out, you should receive a tracking number.

Thanks again Thaadd, and the rest of FFG, for treating your customers and fans so well!