Fantasy Flight Games

Hi Ms***, My name is Scott [redacted] I am the Customer Service Manger at Asmodee North America Recently, I received a message of an issue that you are having for Catan A Game of Thrones Board Game First off, I would like to apologize for any issue that has occurred due to us I believe there was a misunderstanding and I am sorry that we did not properly communicate the resolution of your issue From my understanding, you had been lead to believe that your Catan A Game of Thrones Board game was missing parts- roads - development cards - wildling token As well as a misprint on Samwell Tarly Card, player resource card and the rule book This has made it seem that the game was unplayable Again, I apologize that you have been lead to this conclusion The good news is that your game is not unplayable and as far as game play goes, you have what was intended by the game developers for game play The main issue, is that the component listing for the game is incorrect This would make you or anyone else feel like they are missing parts and thus not able to play the game Here is the listing of what you should have for these components Roads - Development Cards -Wildling Tokens - If your count is still off from these numbers please let me know and we will be happy to help and send out the parts you needFor the misprints, the good part is that none of them stop the play of the game and can still be used With that, we are moving forward to fixing this issue in the next printing and will have replacement parts for those that need them for the first printing Unfortunately, we do not have replacement parts at this time and must wait until they are printed at the factory If you would like, I can put in a request for you and have it on hold until these reprints come in I wish I could give you a timeframe right now but unfortunately none has been given yet I hope this helps clear up the issue of the game for you It is very much a playable game for you to enjoy I do realize that because of our miscommunication to you we have caused you to believe you bought a game that was unplayable Due to this, I would like to send you another game to help try and make up for this issue We have several other Catan style games and if you are interested in any of them please send back one that you would like You can send me a list of your top and if we have the stock available for one of them, I would be very happy to send it out to you Please let me know if I can be of assistance with anything else I look forward to hearing back from youThank you for all your patience and I hope you have a happy Holiday season! Take care, Scott [redacted] Customer Service Manager

I am rejecting this response because The final paragraph is falseI contacted Asmodee within hours of receiving the gift in its damaged condition Item was still in package and photographed as such to prove I did not open itI am happy to submit the photos upon request I also submit that they have my permission to share the actual emails to accurately reflect their statementsOverall they have resolved the issue with me and I want the story told accurately that is allI thank them for taking them time to resolve the issue but their correspondence and lack of initial customer service was frustratingI still hold the opinion the language is of no concern and will state myself I used harsh language because I was dealing with less than appropriate or reasonable customer serviceI am certain I am not the first and won't be the last customer to get that frustrated when a company does not work well at understanding situations or working with its customers

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Chain of events: 4/2/- Received parts request from Mr*** through ANA Parts Replacement Data Base 4/3/- Customer Service agent placed the request on “Hold” Status and gave the automated reply of the “Star Wars Epic Ship Policy” to the customer. (Policy basics
states - A customer can either send us the ship back at their cost or return the product to the retailer) 4/3/- Mr*** emailed Customer Service requesting a shipping label4/4/- Mr*** emailed asking for a reply 4/5/- Mr*** emailed asking fro a shipping label 4/7/- Customer Service agent emailed stating our “Star Wars Epic Ship Policy” and that the customer can either send the product back to us for a replacement or take it to his retailer for a replacement. Also if the retailer has questions on this to please contact their distributor4/7/- Mr*** emailed stating he would not pay for shipping 4/7/- Customer Service agent emailed if the customer does not want to ship the product that they could return it to the retailer4/7/- Mr*** emailed he wanted a shipping label from us and would file a complaint with the Revdex.com and Kentucky Attorney General 4/7/- Customer Service agent emailed that Mr.*** could send the ship back to us per our policy or take it to his retailer for an exchange4/7/- Mr*** emailed he would not buy our products and would file formal complaints. Improper language was given towards the customer service agent4/7/- Customer Service Manager emailed that the customer could deliver the ship to the retailer for a complete exchange or refund and Asmodee NA would help with that process if needed. It was also stated that Mr*** needed to use a much more professional tone with Asmodee NA Agents in the future4/7/- Mr*** emailed he does not care about his language, feels we are dishonest and will continue with contacting the Revdex.com and Attorney General of Kentucky4/7/- Customer Service Manager emails that we are willing to help him but we need to know why he can not return it to his retailer4/7/- Mr*** emails that the retailer is Amazon and that they will not accept the exchange due to being past the date exchange date(Amazon policy is - days)4/7/- Customer Service Manager emails that now he is willing to finally give us that information we can help Mr***. We will go ahead and send him the replacement he needs at no cost4/7/- Mr *** emails Thank you and he is satisfied4/7/- Customer Service Manager emails that the replacement will be shipped out the next business day4/10/- Replacement part was shipped out to Mr*** through USPS Priority Mail 4/12/- Product was marked delivered to Mr*** by USPS 4/18/- AsmodeeNA received letter from the office of the Attorney General of Kentucky on a formal complaint from Mr***5/3/- AsmodeeNA receives a letter from the Revdex.com on a formal complaint from Mr***With the chain of events above and an email history to show, we feel that we helped Mr*** to the best of our ability with the information given to us. In the end, the information on why Mr*** would not or could not return his product back to the point of purchase was lacking and not allowing a quick resolution. Being able to return a product directly to the point of purchase allows our customers a quick and easy way to resolve issues Asmodee NA has agreements with all it's retailers for this purpose. Also the fact that, Mr*** was past the return timeframe of at least days and was just now reporting an issue of a product he states he just opened goes beyond the complications of most reported issues. In the end, even though Mr*** was past a day return policy, we still took care of him by sending him a completely new product and even allowed him to keep the original product instead of shipping it to us. The resolution was agreed upon with in a day time period from the time we received the initial request from Mr*** and the replacement was received by Mr*** with in days of the initial request Scott Customer Service Manager

Hi Ms. [redacted], My name is Scott [redacted].  I am the Customer Service Manger at Asmodee North America.  Recently, I received a message of an issue that you are having for Catan A Game of Thrones Board Game.  First off, I would like to apologize for any issue that has occurred due to...

us.  I believe there was a misunderstanding and I am sorry that we did not properly communicate the resolution of your issue.   From my understanding, you had been lead to believe that your Catan A Game of Thrones Board game was missing parts. - 4 roads - 2 development cards - 1 wildling token As well as a misprint on Samwell Tarly Card, player resource card and the rule book.  This has made it seem that the game was unplayable.  Again, I apologize that you have been lead to this conclusion.    The good news is that your game is not unplayable and as far as game play goes, you have what was intended by the game developers for game play.  The main issue, is that the component listing for the game is incorrect.  This would make you or anyone else feel like they are missing parts and thus not able to play the game.  Here is the listing of what you should have for these components Roads - 14 Development Cards -25 Wildling Tokens - 57 If your count is still off from these numbers please let me know and we will be happy to help and send out the parts you need. For the misprints,  the good part is that none of them stop the play of the game and can still be used.  With that, we are moving forward to fixing this issue in the next printing and will have replacement parts for those that need them for the first printing.  Unfortunately,  we do not have replacement parts at this time and must wait until they are printed at the factory.   If you would like, I can put in a request for you and have it on hold until these reprints come in.  I wish I could give you a timeframe right now but unfortunately none has been given yet.   I hope this helps clear up the issue of the game for you.  It is very much a playable game for you to enjoy.  I do realize that because of our miscommunication to you we have caused you to believe you bought a game that was unplayable.  Due to this, I would like to send you another game to help try and make up for this issue.  We have several other Catan style games and if you are interested in any of them please send back one that you would like.  You can send me a list of your top 3 and if we have the stock available for one of them, I would be very happy to send it out to you.   Please let me know if I can be of assistance with anything else.  I look forward to hearing back from you. Thank you for all your patience and I hope you have a happy Holiday season! Take care, Scott [redacted] Customer Service Manager

I am rejecting this response because The final paragraph is false. I contacted Asmodee within 48 hours of receiving the gift in its damaged condition Item was still in package and photographed as such to prove I did not open it. I am happy to submit the photos upon request.  I also submit that they have my permission to share the actual emails to accurately reflect their statements. Overall they have resolved the issue with me and I want the story told accurately that is all. I thank them for taking them time to resolve the issue but their correspondence and lack of initial customer service was frustrating. I still hold the opinion the language is of no concern and will state myself I used harsh language because I was dealing with less than appropriate or reasonable customer service. I am certain I am not the first and won't be the last customer to get that frustrated when a company does not work well at understanding situations or working with its customers.