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Subject: Warning about Asmodee customer service rss

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Geo
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I am trying to contact Asmodee for a month now and they do not reply to my emails... zombie

They e-mailed me that they will send me the replacement kit for Dungeon Twister (because it was not available at Timewellspent where i bought the game at the moment) but it seems that they sent nothing...

I am trying to figure out if the replacement kit was sent or not and they simply do not reply...

Congratulations Asmodee for your excellent customer service! angry

I'll think twice before i spend any more money on their products.
 
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Bernard Donohue
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I had a completely different experience with them when my Mall of Horror game was missing the blue wooden disks.

I recieved a prompt replay and got the pieces within a week.

 
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Karl Lachance
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puffinslayer wrote:
I had a completely different experience with them when my Mall of Horror game was missing the blue wooden disks.

I recieved a prompt replay and got the pieces within a week.



same as me...they reply the same day and send the chit and...goodiesblush
 
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Mitch Willis
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I had a good experience as well...they sent me replacement character inserts because mine came with 4 of 'em torn. They replied within in a day and had the replacements (with extras) to me within a week. Any way, I hope your situation gets resolved soon.
 
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Matt
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Geo,

I don't know anything about the retailer you purchased the game from, but if they have a phone number, try giving them a quick call. Hopefully that will clear things up for you.
 
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Eddie the Cranky Gamer
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When I had problems with my original copy of Dungeon Twister, imported from France, they sent me replacement parts all the way from Europe. The postage on the package was some appallingly large number. They also game me a ton of free promotional pieces. Sure, they're in french, but they are *awesome*.

Stephan from Asmodee posts here regularily (did I get that name right?) and I'm sure you'll be hearing from him soon, but look up his profile here if you don't.
 
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Geo
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As i am located in Greece my guess is that they don't want to ship in Europe (due to shipping costs).

But my problem is not getting the replacement kit, but Asmodee's inability to communicate properly.

After all i spend money on their products and i expect the same level of support/communication as people in the USA or Canada get...
 
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Ubergeek
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I have had nothing but prompt replies to any emails sent to Asmodee through their email address. Stephan has always replied. I did have a problem in that none of the retailers I deal with locally had heard nothing about the replacement sets for DT. I informed Asmodee of this and they promptly sent me a set through the mail (I got it last week). I think there is a European branch for Asmodee so I don't see what their problem would be. More on-line retailers seem to be getting in the replacement sets as well. If all else fails, call their customer service number like someone else mentioned.
 
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Eddie the Cranky Gamer
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GeoMan wrote:
As i am located in Greece my guess is that they don't want to ship in Europe (due to shipping costs).

But my problem is not getting the replacement kit, but Asmodee's inability to communicate properly.

After all i spend money on their products and i expect the same level of support/communication as people in the USA or Canada get...


If I was unclear, let me repeat that my replacement parts CAME from Europe as Asmodee US had not yet released Dungeon Twister: the store I dealt with imported french copies from France.

As Asmodee is a EU-first company I doubt you will have any problems and that there has simply been some glitch in communication.
 
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Geo
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apotheos wrote:
As Asmodee is a EU-first company I doubt you will have any problems and that there has simply been some glitch in communication.


Glitch? Getting no reply to at least 4-5 e-mails is not just a glitch...

Anyway, does anyone has Stephan's email or another contact address besides asmodee@asmodee.com ?
 
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Eric Franklin
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GeoMan wrote:
apotheos wrote:
As Asmodee is a EU-first company I doubt you will have any problems and that there has simply been some glitch in communication.


Glitch? Getting no reply to at least 4-5 e-mails is not just a glitch...

Anyway, does anyone has Stephan's email or another contact address besides asmodee@asmodee.com ?


There are contact links on both the US/English Language website for Asmodee - http://www.asmodee-us.com and on the English Language portion of http://www.dungeontwister.com

The contact address given in both places is:

contact@asmodee-us.com

Eric
 
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Stephan Brissaud
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GeoMan,

It seems that somewhere, somehow, your email never got to our US office.

I will take care of your issue shortly.

My email is simply stephan@asmodee-us.com as you can see in my profile.

Cordially,

Stephan @ ASMODEE
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Matt
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Well Geo, there you go.laugh

Happy Gaming!
 
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SentientGolem wrote:
GeoMan,

It seems that somewhere, somehow, your email never got to our US office.

I will take care of your issue shortly.

My email is simply stephan@asmodee-us.com as you can see in my profile.

Cordially,

Stephan @ ASMODEE


Thanks for the reply. I emailed you regarding the issue.
 
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Bruce Tanchel
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My daughter ate my weaponmaster token. Asmodee were superb and replaced it within days of me asking advice on what I should do. They even posted it to me in the UK.

Thanks Asmodee!!!!!!!!!
 
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Fabrice Wiels
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btanchel wrote:
My daughter ate my weaponmaster token. Asmodee were superb and replaced it within days of me asking advice on what I should do. They even posted it to me in the UK.

Thanks Asmodee!!!!!!!!!


At first, I understood that your daughter detested the weapon master, but now, I realize that Dungeon Twister token are, in fact, edible. Another reason to buy DT products??? surprise
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Chris Shaffer
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Sherinford wrote:
At first, I understood that your daughter detested the weapon master, but now, I realize that Dungeon Twister token are, in fact, edible. Another reason to buy DT products??? surprise


Very, very funny!
 
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Geo
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SentientGolem wrote:
GeoMan,

It seems that somewhere, somehow, your email never got to our US office.

I will take care of your issue shortly.

My email is simply stephan@asmodee-us.com as you can see in my profile.

Cordially,

Stephan @ ASMODEE


To Stephan:

Well... in your latest email dated June 5 you mention that you will send me the replacement kit directly...

It's almost the end of June and i haven't receive anything yet... shake
 
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David Tolin
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GeoMan wrote:
SentientGolem wrote:
GeoMan,

It seems that somewhere, somehow, your email never got to our US office.

I will take care of your issue shortly.

My email is simply stephan@asmodee-us.com as you can see in my profile.

Cordially,

Stephan @ ASMODEE


To Stephan:

Well... in your latest email dated June 5 you mention that you will send me the replacement kit directly...

It's almost the end of June and i haven't receive anything yet... shake


Doesn't it take a few weeks for items to ship overseas? Just be patient. I'm sure you'll receive your parts in due course.
 
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Richard Campbell
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Geo...you have to remember, the Euro-Guys get about 6 weeks vacation, and the Frenchies only work about 30 hours a week...so maybe either the customer service is at home when you call them ,or they are on vacation somewhere in the French Riviera sipping on some wine and eating cheese.....


Oh wait my mistake..I forgot..they are all in Germany watching the World Cup.....
 
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Geo
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It took a few months but the replacement kit finally arrived! Thanks!
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Chuck Alessi
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I just heard back from someone at Asmodee. When I picked up my copy of the 3/4 player set, my store didn't have any of the room kits, and said their distributer didn't have any either. The person from Asmodee said that he didn't have any in the office.

Are the replacement kits really gone? Is there no way to get one short of including one in an online order?
 
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Kevin Chamberlain
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Geo,

I am not surprised by the bad service you are getting. I tried getting a replacement kit from them and they sent a very blunt e-mail saying to ask the store they bought it from. I told them that there was none around here, at the time there wasn't, that sold the game and couldn't help me. They just ignored me from then on.

It convinced me not to purchase anything further from them. I WAS looking forware to DT expansions, but I haven't bought any and won't in the future.
 
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Rob Lyon
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My own experience with Asmodee CS has been great of late. Missing a component in a copy of DT2 I got a hold of Stefan who said he'd have it in the mail directly. That response within an hour and a half!

We'll see if it shows but I'm betting it will.

robbage
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Matthew M
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Moved to Asmodee forums
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