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 Chapter Master Angelos wrote:

 Big Mac wrote:
GW has great service, on the few occasions that I called them about missing or damaged products, they replaced them promptly with verification.

FW however is the opposite in my experience, the experience was so bad I refuse to spend any money on their products, buying 3rd party recasts instead.

Out of personal curiosity what was the issue you ran into with ForgeWorld?

They have been outstanding every time I've had an issue or questions. Including replacements, paint questions, and other help.

Me and my group ordered a batch of stuff to get free shipping, in my order I was missing 2 tau xv9 crotch parts, I called them about it, they send me 1 xv9 crotch part along with a pair of xv9 legs and feet; I called them a 2nd time and express my frustration, they never send a replacement and put me on hold for 15 minutes until I finally hung up. I was billed for international calling on my phone bill and have a full xv9 except the missing crotch bit for over 3 years in my bits box.

When I was redoing my tau last year, I did a self resin cast of the missing part from a original, after stripping and taking apart some of the models. It came out pretty decent with few air bubbles, which I patched up with green stuff. The self cast crotch section is the xv9 with burst cannon.

Conversely I found FW to be as good as the rest of GW.

I had the sword arm peice on a Castigator Knight with quite bad mould slip on one side. I had tried to carve the offending parts and GS it then turned it over and realised that all the cabling was to cock and gave up.

Despite my butchery and a ten minute call to address the issue (it was over a year since I bought the kit) + an emailed photo, they cast me a perfect replacement and sent it within a week.

I hear self casting your own crotch section is bad for your eyes.

 argonak wrote:
Corporately? I think its great. Anytime I've had a broken part (which, I think the last one was 3 years ago as I don't buy their stuff much anymore) they've sent me a replacement (or more) really quickly.

In store? No. Actually, Hell no. I hate stepping into those pits of fakery and hard sell. I'd rather buy something online and have it shipped to me than have to listen to some tired and overworked kid try and hard upsell me to a new army box after I come in for a bottle of paint. I really dislike going into their stores.

I hear this from some people but I've never experienced it myself... The Stockholm store has several employees (not a one-man store) and they are super nice, never had them try to hard-sell me on anything. They greet me when I come in and answer any questions I have, but that's really it. Could be cultural though, the "hard sell" is seen as both rude and unwelcome in Sweden and is more likely to scare away customers. Generally store personnel ask you "do you want any help?" and if you say no, they leave you alone.

GW has an adequate service. If its "good", then its the equivalent of TFLs "good" service on the underground.