Boardgames in the News: Withdrawal of Customer Service by Asmodee

One of the characteristics of modern boardgames is the number of pieces in the box:  generally the more complex the game, the more pieces there are, and the more it costs.  For many, part of the fun of acquiring a new game is checking, sorting and otherwise caressing these, often bespoke, pieces.  It is very easy to lose or break a piece and an estimated 1-2% of new purchases arrive damaged or with something missing.  One of the truly special things about the boardgame industry has been the general understanding of the sadness caused by a missing piece, and the support the manufacturers give when a game has become incomplete, even if it is not the manufacturers fault.

No Thanks!
– Image by boardGOATS

For example, just over a year ago, one of the boardGOATS dropped a counter for No Thanks!.  After an extended session of “Hunt the Game Piece”, we eventually found it nestling in a cushion of dust, just out of reach, exactly where it fell, having cleanly dropped through the gap between the pub floorboards.  The game is inexpensive and readily available, but our copy is much played and much loved, and replacing it for the sake of one token seemed wasteful.  Of course the missing token could be substituted with something else, a penny say, but that would have made us sad every time we played it.  So, a quick email to AMIGO Spiele offering to purchase a couple of spares, and one week later a small handful of red counters arrived in the post—exceptional Customer Service from a superb company.

No Thanks!
– Image by boardGOATS

The remarkable thing is that this is not the only example:  similar service has been received from Zoch Verlag (Auf Teufel komm raus), NSKN Games (Snowdonia: Deluxe Master Set), Queen Games (Kingdom Builder), Ferti Games (PitchCar), Tactic (Nollkoll), Z-man (Le Havre), Rio Grande Games (Torres) & Splotter (The Great Zimbabwe), to name but a few, sometimes their fixing a problem of their making, sometimes just helping out.  This superb service (sometimes with a fee, but often without charge) builds a good relationship with the customer and encourages more sales—so not so much “No Thanks”, as “Yes Please”!

– Image by boardGOATS

Last week, however, Asmodee USA closed its Customer Services Department to the public, and announced that all games with missing pieces should be returned to the vendor (as yet there is no comment on who should pay for returns of online purchases, or what happens with gifts that arrive with a piece missing).  Worse, the FAQ adds that when buying a second-hand copy, they “encourage you to make sure that all components of a game are present and intact before purchasing” as they “cannot offer replacements for products that were not purchased directly from our USA retail partners or webstores”.  Their justification for this is:

“With the number of quality titles in Asmodee USA’s growing library, maintaining an independent stock of elements of each game becomes more difficult. We believe offering the customer service through the store they have purchased the game from will be a better experience.”

It was initially thought that this would only affect USA customers, however, it seems that is not the case.  Asmodee UK have passed the buck:  according to their website, for replacement pieces for Asmodee, Fantasy Flight Games, Days of Wonder, Catan, Plaid Hat Games or Z-Man Games, “please visit”, which in turn simply says:

“As of February 18, 2020, if a game is purchased in the US that has damaged or missing components, please return to where you originally bought the game for assistance.”

This change in policy may or may not make business sense in the short term, but for the gamer it is a very sad loss of what always felt like friendly support, and something that made boardgaming special.

UKGE 2018
– Image by boardGOATS

2 thoughts on “Boardgames in the News: Withdrawal of Customer Service by Asmodee

  1. Pingback: Boardgames in the News: Is Rapid Market Growth a Good Thing? | boardGOATS

  2. Pingback: Boardgames in the News: The Great Escape? | boardGOATS

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