Not long ago, back in the fall, I somehow misplaced a good portion of my Arkham Horror playing pieces during a move to my new house. These lost pieces included the characters, money, dooom tokens, etc. Basically, I had all the cards and board but none of the pieces. As I am long-time board gamer that still remembers Avalon Hill and SPI, I figured that I would call up FFG's customer service department and place an order for replacement parts.
Now, for some of you who do not know, it was common place long ago to be able to order replacement parts for games, Let's say you are missing all the German unit chits for battle of the Bulge. No problem, just place an order and you get a fresh new counter sheet. Now, this does not seem like much, but over the years, this ability to place orders for specific game parts has become increasingly harder to do. If you lose a portion of playing pieces for a game you have no other option than to buy the entire game brand new to simply replace a portion of the game.
So, I call up FFG's customer service, only to be told that you cannot order replacement pieces. At this point I was bummed - for all 2 seconds -until the girl at customer service explained that they can ship me out replacement pieces for anything I am missing. All I needed to do was send an email listing all the pieces I needed. AND THIS IS FREE OF CHARGE AND ABSOLUTELY NO SHIPPING COST!
Suffice to say, I was flabbergasted by this. I felt wrong in not even paying the shipping cost, and offered to put the shipping on my credit card. Nope, she said, we'll take care of everything.
To FFG, I must say that, with such wonderful service to your customers -something that is severely deficient in other companies - you have hooked me as a customer for life, even more so than I was before. You are to be commended for maintaining the most important component to your business - your customers. All I can say is bravo!