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Fantasy Flight Games» Forums » General

Subject: FFG's customer service vs other companies rss

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Stokes
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I recently purchased Twilight Imperium (Third Edition) which had four malformed yellow pieces. After a quick email to Thaadd Powell at FFG customer service, she had remedied the situation within a week. Unfortunately, the yellow of the replacement pieces didn't match the other pieces. Oh, well, it wasn't a big deal.

This isn't the first time I have received exceptional customer service from FFG. I also had an issue with a broken banner from BattleLore, which was also handled in about a week.

But, how does it compare with other companies?

Let's see:

Atlas Games - Two cards from Gloom misprinted. Time for replacement, 11 days.

Atlas Games - Twelve cards from Gloom: Unfortunate Expeditions were terribly misprinted. Time for replacement, 37 days.

Days of Wonder - Replacement of bleeding dice for BattleLore. Time for replacement 11 days.

Days of Wonder - Replacement cards for BattleLore: Call to Arms. Time for replacement 7 days.

Days of Wonder - Replacement cards for Ticket to Ride: Switzerland. Time for replacement 9 days.

Wizards of the Coast - 3 Japanese Zeros from Axis & Allies Anniversary Edition had bent tails. Time for replacement, 17 days. (It was over a holiday)

Lookout Games - Broken pig animeeple for Agricola. Time for replacement, 16 days. (not bad considering it was overseas!)
Games Workshop - 2 genestealers from Space Hulk (third edition) had broken hands. Time for replacement 10 days and counting...

Does anyone else have any similar comparisions?

 
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Marko Marenic
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Days of Wonder - entire sheet of tokens missing from Small World. Time for replacement 7 days.
 
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Nigel Buckle
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Z-Man, missing card from Pandemic (actually a misprint, I had 2 of one city and missing one completely), time to mail a replacement - 7 days.
 
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Chad Bowser
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Days of Wonder: Missing dice from Shadows over Camelot -- 10 days.
Fantasy Flight: Missing Terror Track Marker from Arkham Horror -- 10 days.
AEG: Misprinted copy of The Shop (had same chapter twice) -- 14 days.

So far, I haven't had a bad experience with a game company's customer service. I hope it stays that way.
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Jim McMahon
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Atlas Games - I left Gloom in the hot car in the summer a couple years ago and three of the cards warped badly. An e-mail to them got me replacements in about a week.

Hasbro - Missing water tiles in a Heroscape Master Set: Rise of the Valkyrie set. Again, about a week to receive.

Jim
 
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Stokes
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cjbowser wrote:
So far, I haven't had a bad experience with a game company's customer service.


Game companies seem to do a very good job of keeping their customers happy. Other industries should take note.
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Shanya Almafeta
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Steve Jackson Games: One item was shipped damaged (there was a large ink blot covering one page); replaced as soon as I called. One order was missing an item; replaced as soon as I called.

On one hand, I have a 50% error rate with my orders; on the other, I have a 100% resolution rate with my issues.
 
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Adam Brant
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Tropical Games - was redirected by the website to the manufacturer: Chukerman Packaging. Age of Empires III - Missing green and yellow merchants. - 8 days

FFG - Missing barbarian from Cave Troll, broken Medic from Brood War and worn out Doom dice - all handled within 2 weeks or less.

 
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Marvin
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FFG - Red november had a disformed time marker. Took about 5 days before I received it in the mail

Asmodee - Snow Tails had a broken wooden sled, Took about 10 days before I received it in the mail

Tantrix - Tantrix missing a tile. Bought on thursday, received a phone call on friday and had the tile in the mail on saturday.

I was very happy with all three companies!
 
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Tim Earl
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AH/Hasbro: Missing pieces in Axis & Allies D-Day replaced promptly.

Z-Man: Off center printing on a Pandemic cure token. I received a reply from Zev within 10 minutes. That was just last week, so I expect it won't be long.
 
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