Source
r/KeyforgeGame•
LiveMix

Deck came with 35 cards, FFG does nothing about it.

Figured I'd post this to let others know not to waste their time contacting support.

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I bought 4 decks and brought them all up to work to play with a friend. I opened every deck in a pretty sterile, uncluttered environment. As soon as I opened a deck, it was pile shuffled and then played with (he had 4 decks as well). It then went back into the box. My last deck was no different. Open box, take off wrapping, set aside decklist, pile shuffle with 6 piles. I noticed I didn't complete my 6th pile, figured probably put 2 cards in a pile in one pass on accident. Reshuffled - same thing. Counted them - 35 cards. There's basically nowhere for the cards to go, I know it wasn't lost.

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I took many pictures and whatnot and uploaded it to the case ticket I was opening.

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I finally hear back from them, 6 days later, and they closed my ticket saying I needed to provide them with pictures. Maybe the LGS will provide a refund, I didn't want to burden them with an issue that was not their fault. If not, it's not a huge deal to play with a proxy if I'm using sleeves.

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Don't waste your time with their support if you have a similar issue.

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Game's great though, thoroughly enjoying it!

Posted Nov 29, 2018, 8:56 AM UTC

428
-LazyNinja-•

It could be an automatic 1st reply - did you try replying with the same pictures?

Nothing here says their support won't help you

7
LiveMixOP•

That was their 2nd reply.

1
-LazyNinja-•

And their 1st reply was?

FFG's customer service is usually outstanding, which is why it's a bit hard to judge it without seeing the actual correspondence.
I never had or even heard of issues with them.

3
LiveMixOP•

The first reply was probably automated - confirmation type email.

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I'm not even sure what they could do. I doubt they're going to print a single card for a specific deck given the way these decks are made.

2
Svelok•

I would expect them to send you a new deck.

2
-LazyNinja-•

I'd still reply with the pictures again and see what happens.

They might have a process in place to replace cards, or they might simply offer you a whole new deck.
Either way, from my experience, they'll take care of it

1
deathrevived:Shadows: :Dis: :Logos:- The Raw Number•

I'm not saying you're wrong, but I would be hesitant to besmirch ffg/asmo customer support. In every other game I've played or heard of they've gone above and beyond.

I know sometimes the photo upload on the ticket can be buggy, had to resubmit an xwing one a few times to get it working

7
Swizardrules•

Above and below? So average? Or beyond?

1
deathrevived:Shadows: :Dis: :Logos:- The Raw Number•

Thanks, damn autocorrect. Above and beyond haha

3
LiveMixOP•

At this point, I'm just going to try to return it to the LGS because of time considerations. I don't want to wait another week.

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The deck might be my best one though, so I may just play proxied with sleeves...

1
deathrevived:Shadows: :Dis: :Logos:- The Raw Number•

Probably the best bet, even just ask them what you can do.

1
andrewthemexican•

I feel like this is not the first time I've heard about the card Anger missing specifically.

2
oldforestroad17•

When this happened to me, it turns out two cards were just very stuck together and didn't even come apart after some overhand shuffles.

I would suggest going back to the cards and making absolutely certain that the missing card isn't stuck to the back of one of the other ones.

2
Bromothymol_blue•

Does the list of cards on the deck card only list 35 cards? How many cards show when you scan the QR code? What is missing?

1
LiveMixOP•

The deck lists 36 cards, it is missing the card Anger.

1
4ndreas•

Whats the deck name?

1
LiveMixOP•

At work right now, but I think it was The Spirit that Calls Upon Machines

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Something like that.

1
jdhobbsuk•

It’s annoying because that’s a pretty cool name too.

I like the names that have a flowing sentence to them, even if they are a bit silly...I’ve got one called: The Woman who Scatters the Mace.

Edit: and I’ve just realised that this deck only has one obvious woman in it, as a few knights are neutral looking

1
Sparta2388:Sanctum: Sanctum•

Just out of curiosity, did you check to see if any cards were stuck together? I had many decks with cards that were just tightly packed together and I even sleeved some without realizing.

1
lolazzaro•

I can see that it may difficult for them to substitute decks with a missing card, they could end up replacing a lot of decks with a lost card.
Did you try to speak with the LGS, if you bought the deck in a shop? It may be easier for them to "believe" you since they may know that you just bought the deck the day before the first email.

Moreover, if they told you to go the the LGS they will probably refund them. Again, it's easier for them to trust the shop than some guy who send an email, and it's cheaper to give them an extra deck than ship one to your place.

1
tickthegreat•

I submitted a ticket last night for the same thing. I noticed it was off when I started sleeving it. I never even played a game with it, just cracked the shrink. 😥

It's a shame because it seemed like a fun deck. I figure they will end up telling me to go fuck myself but I might as well try.

1
Chaotix•

I play a LOT of x-wing miniatures and I must say this is HIGHLY irregular. FFG are notoriously GOOD at providing customer service. They will ask for proof though - but once provided pictures they almost always follow through.

1
the_doodloo•

Proof?... How? If the OP can make a case with proof, I might as well be able to take pictures of another faulty deck I have. It is missing the 37 cards. I noticed it as soon as I saw that it didn't have a box nor plastic wrapper either - it felt like something was missing. I'll take a picture of it on my otherwise empty dinning table. Might copy and paste that proof a bunch of times for the other decks that exhibit the same problem.

1
iLLogiCC47•

I actually had the same thing happen to me today, bought a deck from Barnes and Noble and opened it with a friend to play. Went through the whole deck in the game. Probably the most fun I've had out of the 16 I've opened so far. So I handed him the list, and turns out I'm missing Mantle of the Zealot. Decks name is Prodigy Weathersby. Contacted support, will update if I get anywhere.

1
warplord:Mars: Mindwarper •

who cares?

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