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Subject: Fantasy Flight's customer service ROCKS! rss

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Dice Hate Me
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I returned home from work last week to discover that part of the yellow fleet from my coveted Twilight Imperium 3rd edition had been decimated in the maws of my canine terrors. I had lost not one, but TWO War Suns, a cruiser, a transport, and a dreadnought, and there was no sign of one of the PDS units. Horrific thoughts of having to scour eBay or BGG for parts ran through my head. I soon realized that maybe writing to Fantasy Flight for advice might be the best course.

A week later, I just opened the mailbox to find yellow replacement ships for my fleet, all free of charge! Thanks Fantasy Flight, and thanks Thaadd! thumbsupthumbsup
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John Richard
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You know, someone should print and compile all of the "Thaadd rocks!" threads and make a nice scrapbook for her to read to cheer her up when she's having a sad day. It would be a very thick book!

Because, she does indeed rock.
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Jerry Hagen
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Agreed. Last week I requested replacement civilian ships for my copy of BSG. My old ones tore a bit when getting punched out, and were clearly marked. (For those who don't play BSG, it's very important that players not know which civilian ships contain which resources unless they are specifically allowed to look at the ships.)

Made the request Monday night, got a response Tuesday morning, new ships arrived in Friday's mail.
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Tom
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For any criticism I might throw FFG's way, it is drowned out by there great customer service. I agree they are one of the best. Congrats.
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Kurt Keckley
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Have to agree with everyone. FFG customer service is GREAT!
 
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Dice Hate Me
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philomars wrote:
Horrific thoughts of having to scour eBay or BGG for parts ran through my head.


or the yard....

Phil


Yeah, no doubt! I'm still on the lookout for that missing PDS...surprise
 
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Josh P.
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FFG has replaced missing and broken components for me a couple times now. Nice guys!
 
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Ryan Morgenegg
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Hands down the est customer srvice of any game company have ever dealt with. They shipped a new game when I biought one that was just not a ft for my gaming group. AWESOME! long live Fantasy Flight.
 
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Joey Jones
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I agree. I sent off for the replacement tech card that was printed with an error on in from the Shattered Empires Expansion. It came in the mail in just a few days. Fantasy Flight is by far my favorite game publisher. Microsoft and Sony could learn a valuable lesson here.
 
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Zach Greenvoss
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I'll just append to the chorus - FFG indeed rocks, and their excellent customer service really helps them retain customers. Recently I spilled some water on several Cylon loyalty cards from BSG - and even when they dried they were very obviously marked from the others. As you can imagine - this basically would ruin the game. A quick phone call and email to Thaad and I now have a complete replacement loyalty deck.

Thanks FFG.
 
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Paul Coetzer
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I agree 100%, a few years ago when I got my copy of War of the Ring (First Edition), I found that there were a few dice missing. Two email's and Two weeks later I discovered the dice in my mail box.

Thanks FFG.
 
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Mark Johnson
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There is no questions that Fantasy Flight Games has the best and most consistent excellence in customer service.
 
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Mick Weitz
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Right on! Fantasy Flight has always done a great job with customer service. Them and GMT definitely do it right.

Good Gaming~! Mick
 
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Curtis Royal
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joshp wrote:
FFG has replaced missing and broken components for me a couple times now. Nice guys!


As with me, thank you Thaadd.
 
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James Cartwright
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Yeah, FFG customer service is very good and Thaadd is great. I had a problem with some of the cards I got with Innsmouth Horror and a new set was soon delivered when I mentioined this.
 
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Paul Incao
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Unfortunately Thaadd has recently left FFG. Those are big shoes to fill.


5 Years! (Last day at FFG!)

 
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Dice Hate Me
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pincao wrote:
Unfortunately Thaadd has recently left FFG. Those are big shoes to fill.


5 Years! (Last day at FFG!)



Oh wow, thanks for the heads up, Paul! That's sad news - she is the absolute best.
 
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Jon Kolman
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Last Thursday (or Friday. I can't remember), I used FFG User Support Form to enter a complaint that I had about their sleeves. I bought 10 packs of the Standard Playing Card sleeves (Gray) about ten days ago, and when I started placing my cards into them the other day, about 4 of those packs had sleeves cut to a different length. I didn't ask for anything but only to let them know that I wanted them to check their quality control. I have yet to hear anything back from them. So far, I am not impressed with their service. If they would have sent me a message stating that they are swamped and it might take a while to get back, or that they even received the message, I would have no problem, but for them to not even acknowledge my complaint, then I have issues.

Months ago, I messaged GMT concerning a small problem with their counters, and I heard back the next day and they even asked if I wanted a new set of counters. I said no, and that a small dab of glue would fix this issue, but that is what I consider exemplary service.



 
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Jon Kolman
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STILL...haven't heard a single word from FFG.

So far, my first attempt at contacting their customer support has left me with a real shitty feeling concerning this company.
 
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James Hébert
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Hmmm... any word since? In Thaadd's absence, they may just be overwhelmed.

Anyone stepping into that position has got to be an excellent detail person... and if others are filling in in the meantime, it just may not be their strength. Plus, they may have other work to do as well, and I'd guess it's easily a full time job itself!

At this point, in the last week I filed a request to replace some warped boards, and Shaun responded and offered to take care of it. I imagine replacements will be sent shortly. E-mail turnaround is about 1-2 days on the average, so perhaps things are getting caught up now.

 
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Sean Carrick
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RoC1909 wrote:
STILL...haven't heard a single word from FFG.

So far, my first attempt at contacting their customer support has left me with a real shitty feeling concerning this company.


I would re-email them, just to inquire if they had gotten the first one. In my experience, it never takes this long, unless there was a glitch somewhere.
 
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