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Subject: What has happened to FFG customer service? rss

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Day Life
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FFG used to have the best customer service around and is a big part of the reason that I was such a loyal customer. If my kid chewed on a figure or something was broken or missing from the box... you could always count on FFG to help you out, either with a free replace or buy selling you a replacement set so you did not have to buy a entire new box.

This is a distant memory. FFG have completely forgotten how to treat their customers and with up encomers like PladeHat and Portal CoolMini, Ares and more making great games and with great customer service... FFG is going to be hurt in the long run.

I know that I for one will not be buying a FFG game in the near future, when they used to be the goto board game company.

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Chris in Kansai
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Welcome to the world of shareholder value maximization.
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Reed Dawley
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I had two E-Web Troopers from Imperial Assault that came with broken cables, I filled out the online form and attached a picture and they sent me two new ones quickly. Seems to be fine for me.
 
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Day Life
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was that before or after the parts request form went to the asmodee site and not the FFG one?
 
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Jim McMahon
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DayinDaLife wrote:
was that before or after the parts request form went to the asmodee site and not the FFG one?

As I just posted in another thread, this was last week:
jimmcmahon, in another thread, wrote:
Picked up a copy of Mansions of Madness 1st edition on Monday. On Tuesday I opened it and found two miniatures didn't have thier arms glued on (nor were they in the box at all). Filled out the CS form, and on Friday I had the replacements in hand.
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Gadi Oron
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Bad customer service does not maximize the company's value.

Chrysm wrote:
Welcome to the world of shareholder value maximization.
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Jeff Michaud
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if you want your post to last (as far as visibility) more than one cycle and given they are a publisher...

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Erik R
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I recently had a good experience with FF/Asmodee customer service I had a few damage cards in my LOTR card game. And they sent me 3 new ones within the week. Sorry to hear that you had a bad experience and hopefully it's not a regular thing.
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DayinDaLife wrote:
FFG used to have the best customer service around and is a big part of the reason that I was such a loyal customer. If my kid chewed on a figure or something was broken or missing from the box... you could always count on FFG to help you out, either with a free replace or buy selling you a replacement set so you did not have to buy a entire new box.

This is a distant memory. FFG have completely forgotten how to treat their customers and with up encomers like PladeHat and Portal CoolMini, Ares and more making great games and with great customer service... FFG is going to be hurt in the long run.

I know that I for one will not be buying a FFG game in the near future, when they used to be the goto board game company.



Is this a general I hate FFG post or did something specific happen? You give examples of how they used to be, but don't on how things are now (according to you).

Are you telling me Cool Mini or Not has great customer service? Have you read their forums?

Do really believe the bold text? Have you read any of FFG forums lately? For what I have seen(read), they are hitting it out of the park. And no, I an not an FFG fangeek. In fact, I haven't been interested in their games in quite a while. I just think this statement was made with little thought and don't believe one bad experience with CS is going to ruin them.

So...why the hate?
 
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Andy Andersen
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Seththedog wrote:


So...why the hate?


Internet Rule #1. Hate in anonymity
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Richard Sampson
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Thaad left FFG a long time ago.
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Jonathan "Spartan Spawn, Sworn, Raised for Warring!"
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Day Life, what are the specifics based for your post? Just curious what your story was that prompted this post as you did not share any specifics.

For what it it's worth, I have had zero problem with FFG's customer service since the merger. Only had to use it once, but my Scum and Villainy Y-Wing, the first time I used it (Despite having owned it for quite a few months), the base female connector on the bottom of the Y-Wing broke as I pulled the stand pin straight out. Sent them a picture, explained what happened and I had a new S&V Y-Wing in two weeks. Can't complain.
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Mike Jones
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Seththedog wrote:

...
Are you telling me Cool Mini or Not has great customer service? Have you read their forums?
...


I've been warned by friends to stay away from Cool Mini.

As for FFG, I guess it's partly about expectations. A few years ago you could pick up phone, send an email, or even a geek mail and Thaad would go above and beyond to take care of you.

Now you have to send a form with proof and wait a bit longer to get your part.

May still be better then most companies out there, but it fails some people's expectations based on previous experience.

Personally I've only had great customer experience from Queen Games. My expectations have been met by all others I've dealt with except for Schmidt Spiele
 
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