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Mansions of Madness: Forbidden Alchemy» Forums » General

Subject: Anyone Had a Repsonse From FFG Regarding Replacement Parts for FA? rss

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Phil Mawson
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After sending my details for requesting the fixed cards, rulebook, etc the only response I have had is a generic looking email telling me I can request replacement parts!?!?! WTF?!? Customer relations seems to have been passed onto either an automated email system or someone with zero personality since Thaad left (what did happen to her, she was just fantastic?).

Anyone else heard anything more informative?
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If Actions Speak Louder Than Words, Then Actions x2 Speak Louder Than Actions
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Yes. I got a detailed response.
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Patrick G.
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Nyogtha wrote:
After sending my details for requesting the fixed cards, rulebook, etc the only response I have had is a generic looking email telling me I can request replacement parts!?!?! WTF?!? Customer relations seems to have been passed onto either an automated email system or someone with zero personality since Thaad left (what did happen to her, she was just fantastic?).

Anyone else heard anything more informative?

#1 It has always had an automated response.
#2 There is probably 2+ metric shit tons of responses they have to deal with.
#3 The occasional email does get lost. Contrary to most people's opinions they are NOT the only person in the world that matters to a company.
#4 If still no response in a week or so (it was only announced a week or two ago right?) give it some more time then just email them again. As said above sometimes things get lost.
#5 If you look there is a post about why Thaadd left. If you are going to mention her at least spell her name right.
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Chris J Davis
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corkysru wrote:

#5 If you look there is a post about why Thaadd left. If you are going to mention her at least spell her name right.


Where is this post? I'd be interested in reading it.
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Tim Myers
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bleached_lizard wrote:
corkysru wrote:

#5 If you look there is a post about why Thaadd left. If you are going to mention her at least spell her name right.


Where is this post? I'd be interested in reading it.


Here it is:

5 Years! (Last day at FFG!)
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Robert Cannon
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I have received replacement cards for the base game. It took less than a week.
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Christian T. Petersen
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Phil,

With the holiday season just behind us, this is by far the busiest time of year for our customer service. Please allow for a a few more days for a response.

cP
FFG
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Sérgio Iglésias
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First I received this e-mail:
Quote:
Thank you for taking the time to contact FFG Customer Service. It has come to our attention that Forbidden Alchemy, our recently released expansion for Mansions of Madness, has a few serious errors with particular components. Please be aware that we are committed to take care of your problem, and any replacement materials required will be sent to you at no charge.

Our CEO and founder Christian T. Petersen has issued a statement on our home page, which you can read for full details.

After an audit of the product, affected customers will receive the following replacement components:

“Bone Saw” Starting Item card
“Wrong Turn” Mythos card
“Sword Cane” Starting Item card
“Studies on Hysteria” Starting Item card
“Memory Hole” Side Effect card
“Return of the Reanimator: Objective 1B” Objective card
“Fire and Vengeance: Return of the Reanimator III” Event card
“It’s Him!: Return of the Reanimator IV” Event card
“Yellow Matter: Objective 1C” Objective card
Rules of Play/Investigator Guide book (Revised Printing)
Keeper Guide book (Revised Printing)


Please also visit the FAQ and Errata (pdf 1.5mb) for more information.

We apologize for this unacceptable issue and we will work to correct it.

Lastly, if you could reply with the following information that’s needed for the process:

Name: xxx
Shipping Address: xxx


Regards,

Kalar Komarec
Customer Service Associate
Fantasy Flight Games Customer Service Team
customerservice@fantasyflightgames.com
Issue Statement: http://www.fantasyflightgames.com/edge_news.asp?eidn=2930
Fix List: http://www.fantasyflightgames.com/edge_news.asp?eidn=2944
FAQ and Errata: http://www.fantasyflightgames.com/ffg_content/mansions-of-ma...


Then I replied with my name and address and got a simple response no details, But It seemed personal and I assume they're working on it:

Quote:

Thank you for the information.


Regards,

Kalar Komarec
Customer Service Associate
Fantasy Flight Games Customer Service Team
customerservice@fantasyflightgames.com

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Oscar
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I got mine as a xmas gift, sent the email and still no answer from them =/.
That's weird as sometime ago I had some problems with starcraft, and they reply and sent the mini straight forward.
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Jacob Elfving
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Strange I never got anything from them, not even a automated mail.

(Edit Spelling)
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Seamus O'Toole
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Irxson wrote:
First I received this e-mail:


Thanks for posting that as it is slightly different to the email I received, so does reassure me that my email was actually read by someone at the other end (and hence wasn't a completely automated response).
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Jacob Elfving
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tuathail wrote:
Irxson wrote:
First I received this e-mail:


Thanks for posting that as it is slightly different to the email I received, so does reassure me that my email was actually read by someone at the other end (and hence wasn't a completely automated response).


Hrmmm

Resubmitted my mail and still (22h) no answer, the first mail is more then a week old.
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Patrick G.
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Elfving71 wrote:
tuathail wrote:
Irxson wrote:
First I received this e-mail:


Thanks for posting that as it is slightly different to the email I received, so does reassure me that my email was actually read by someone at the other end (and hence wasn't a completely automated response).


Hrmmm

Resubmitted my mail and still (22h) no answer, the first mail is more then a week old.

Check your spam?
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Sérgio Iglésias
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I just wanted to know do they warn you when the replacements are shipped? Or am I left wondering? Because their answer was a little vague "Thank you for the information"
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Erik Szpyra
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Irxson wrote:
I just wanted to know do they warn you when the replacements are shipped? Or am I left wondering? Because their answer was a little vague "Thank you for the information"


I also received a 'thank you & we're sorry' email, but i havent received any pieces as yet. I am under the impression that the new pieces and cards have to be printed and i am not expecting them right away.

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Bruce Moffatt
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This has been posted in the news section but I thought it would be worth adding here too.

Received 19th January:

Quote:
As before, It has come to our attention that Forbidden Alchemy, our recently released expansion for Mansions of Madness, has a few serious errors with particular components. Please be aware that we are committed to take care of this problem, and any replacement materials required will be sent to you at no charge.  We have updated the number of cards that will included in the fix pack.  After more play-testing was conducted we have deiced that we will be including a 10th card.  The card in question is going to be:

"Lost in Time and Space: Objective 1C" Objective card 

For now, that is the only update that we currently have.  We still are working under the  8-10 week timeline for these replacements.

Thank you for understanding and if you have any questions please feel free to ask.  


Regards,

Kalar Komarec
Customer Service Associate
Fantasy Flight Games Customer Service Team
customerservice@fantasyflightgames.com
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Sérgio Iglésias
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In short it's going to take awhile, even more for overseas customers like me I guess.
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Bruce Moffatt
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I'm paddling in the same boat there with you...
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Jacob Elfving
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corkysru wrote:
Elfving71 wrote:
tuathail wrote:
Irxson wrote:
First I received this e-mail:


Thanks for posting that as it is slightly different to the email I received, so does reassure me that my email was actually read by someone at the other end (and hence wasn't a completely automated response).


Hrmmm

Resubmitted my mail and still (22h) no answer, the first mail is more then a week old.

Check your spam?


I got i a few days later, not in the spam
I am not a mail Rockie but thx for the advise
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Sebastian Grawan
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Has anyone received anything yet??

I haven't.
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JH
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I wouldn't expect to see replacement parts until around the time the expansion is available for sale again (maybe a bit before), and so far it isn't yet.
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Nick R
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rashktah wrote:
Has anyone received anything yet??

I haven't.


I have had a standard acknowledgement of my request but no replacement cards yet.

Regards

Gnome
 
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Sérgio Iglésias
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I received my replacement kit this week, but it was opened by customs and they evaluated the replacement kit in 70€! which means I had to pay 23% of that plus shipping from customs to my house, which amounted in 22€...
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Sebastian Grawan
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I have not received my kit by now. I mailed FFG about this issue a week ago but they did not answer me at all.
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Robert Borosak
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I didn't receive my kit also.
It is been whole month since I got their mail.
I hope it will arrive soon.
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