I received Fresco from my BGG Secret Santa a few weeks ago. I decided to separate all of the components by module into their own bags and noticed that the brown paint cubes, a single pink paint cube, and the paint mixing tables were all missing. I hunted around on the forums to find out that the best way to contact Queen Games was either directly through the company president, Rajive Gupta firstname.lastname@example.org or through their customer service address email@example.com
I sent an e-mail to both Rajive and the general customer service address and received replies from the vice president, Beate Haasbach-Gupta, and from Juliette Daubner (customer service?) within just a few hours indicating that the replacement parts would be sent in the mail shortly. I figured that international shipping and the holidays would cause a few delays, but was thrilled to receive an envelope with the missing components today, on Christmas Eve, about 4 weeks after I contacted them. In addition to the missing components, they also sent me an extra apprentice. I had mentioned that one of the apprentices had a broken leg, but there was an extra apprentice of that color so a replacement was not necessary. I thought they should know for quality control, but they went ahead and sent me a replacement anyway. Nice!
I now plan on playing Fresco with my family tonight for Christmas Eve as well as tomorrow on Christmas Day.
Queen has always had excellent cs in my experience. 1 out of every 4 games that I buy has missing pieces regardless of the publisher. Queen has always been great at getting stuff out and keeping their customers happy. The only place that I find they lag is in announcing what's coming out when.