I bought a B-wing a while back that was missing a peg. I contacted FFG last week and it arrived in the mail today. Great job FFG.

They're really great! I got a B-wing where one of the cannons fell off my first time playing with it and they sent me a new model no questions asked. Now I can paint the broken one up as space debris!

I have yet to have to use it, but I have heard nothing but good things out of them when it comes to broken parts and ships

Great to hear about positive experiences!

Did the entire process on my smartphone and it went smoothly. (DROID 4) the dropdowns popped up nicely and loading a pic was easy. I wish the forum could load pics that easy.

They have been fantastic every time I've worked with them.

I got a B-Wing and noticed when I went to unpack it that it had a broken wing cannon. Contacted them, got a quick replacement. Lost a YT dial at some point, quick replacement. Running low on extra large and small ship pegs after some of them have worn out and cracked, got a pack of those in the mail a week later.

It's always been pretty little stuff, but they have been fantastic about quick replies and amazing service.

I recieved a X-Wing with a missing blaster, came in the mail fast, with 2-3 day shipping. Can't say anything but good things myself.

I had to get a couple of replacement ships for Attack Wing, via WizKids customer service.

I did, but the experience was...not something I'd recommend.

In fact their system was so bad that I wasn't actually sure a ticket had been submitted until about a month later when I received an email saying my parts were shipping.

You know something? Because they're such a stand-up company, I would feel extremely guilty about asking for a new mini without a good reason, since I would be taking advantage of them when I could easily repair my mini with a little glue, a pin vise, and some paint.

Good company, and they make me want to deal honestly with them? Now *that*'s how to run a company!

Yeah if the B-Wing especially had been A. my fault, or B. not still sealed in plastic, or C. broken in a place I could actually just glue it back on, I would have sucked it up. But even the YT dial, I just straight up submitted a request that basically said "I lost the dial for one of my YTs. It's my fault. If I can't get a replacement I totally understand," and within a day or two got that "Of course we would be happy to replace your YT dial!" email from them. They're good people.

I recently got my first TIE advanced and I've been toying with the idea of going to customer service as the model is fixed to its peg at a slight angle. Quite frustrating as it looks crooked from a few fair angles, and that upsets my OCD.

Does anyone have experience with FFG customer service in Europe/the UK?

They just replaced my broken Awing, Bwing, and TIEAdv, plus 12 broken thick pegs and a missing R2 Astromech card and missing 1-bank templates for me... best customer service ever!

They replaced a broken Shuttle and derpy TIE Bomber I had. Great service.

I recently got my first TIE advanced and I've been toying with the idea of going to customer service as the model is fixed to its peg at a slight angle. Quite frustrating as it looks crooked from a few fair angles, and that upsets my OCD.

Does anyone have experience with FFG customer service in Europe/the UK?

Before you contact them, look carefully at the model from several angles, including directly from the front. The way the shadows from the solar panels hit the fuselage and deck it can make the ship look like its sitting at an angle. Turn it around and it looks like its tilted the other way. From straight ahead its dead level. That's how mine are, anyway. Just sitting on the table you'd swear its at at least a ten degree angle, but may just be an optical illusion.

I got my 3 b-wings and one of them had badly bent guns. I tried to straighten them and one of the wingtip guns broke off. I sent in a request for a replacement, provided photos and all. I saw the ticket and tracked the package. It arrived and I was so excited. I opened it and there was an X-wing mini inside. I wasn't sure what to do for a couple of days. I sent in a new request, referencing my old request, and asked what I should do with the extra X-wing mini? They told me to keep it and they sent me the replacement B-wing a couple of weeks later. I gave the x-wing mini to one of my players who has the next largest fleet next to mine. He is an imperial player who can now field 2 x-wings.

I had a Y-Wing that had a severly bent engine that was distracting. I took a photo sent it in and they sent a replacement no questions asked.

I was amazed in this day and age of greed and red tape that this was hassle free and very friendly.

Before you contact them, look carefully at the model from several angles, including directly from the front. The way the shadows from the solar panels hit the fuselage and deck it can make the ship look like its sitting at an angle. Turn it around and it looks like its tilted the other way. From straight ahead its dead level. That's how mine are, anyway. Just sitting on the table you'd swear its at at least a ten degree angle, but may just be an optical illusion.

Thanks for the advice but I had a good study and came to the conclusion that the peg isn't straight. I would need to cut and re-align it. Have a look at yours for this.

How is customer service contacted?

I've opened 2 tickets, for over 20 broken pegs and ships sockets. Included a lot of pictures of broken stuff and nothing, not even a word and this was in november.

I've opened 2 tickets, for over 20 broken pegs and ships sockets. Included a lot of pictures of broken stuff and nothing, not even a word and this was in november.

Maybe it is the amount you have broken that is causing this issue.

If its warranty or defect then they replace but just breaking things accidently they need not cover.

I don't know the circumstance how your pegs broke.

All of them were broken by just using them. I think that's a design flaw when they all just shatter in first connection. Pegs are not problem cause they can be replaced. What about shattered peg sockets on ships? If they don't want to send me replacement part that's fine. I just don't want to be ingored

Are you inserting them properly? There's a specific way that they plug in. I've only had show signs of breaking and that was the first one that I tried as I forced it in the wrong way which has weakened the plastic.

Yes I am inserting properly.

You know something? Because they're such a stand-up company, I would feel extremely guilty about asking for a new mini without a good reason, since I would be taking advantage of them when I could easily repair my mini with a little glue, a pin vise, and some paint.

Good company, and they make me want to deal honestly with them? Now *that*'s how to run a company!

Same! I dropped my B-Wing and one of the cannons fell off. I knew if I told FFG that it broke off they'd probably just send me a brand new model. But I felt guilty because in the back of my mind I kept thinking "they shouldn't have to replace it because it was totally my fault. User error." Plus I can just glue it.

They are so great it makes me happy to give them my money ha.

They are good.

Yes I am inserting properly.

Well you must be doing something wrong then, since you're breaking so many.