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AWESOME ! I called because I had recently purchased 2 boxes of horror's from a local independent retailer and knowing they have no control over back packaging I called GW. In both boxes I had 5 sets of left arms and no right arms. That actually only came out to 4 models total without arms but because it was 2 seperate boxes that they came from customer service is sending me 2 new boxes of horrors even though I specifically told him it was only 4 total models. I thought this was particularly nice and a very good way to treat the customer.

I just had to post it since the first post on this thread at the time was "GW does something stupid....again" and it never hurts to post something good that happens from time to time. Having worked in customer service for 7 years before switching to my current job I know people rarely take the time to say something nice so I always try to take that extra few minutes.

Thats it really

Pretty much second to none in terms of customer service and sorting out a problem.

Never had any trouble with faulty/missing/damaged kits being sorted out. And the giving you new boxes is pretty much par for the course.

Once bought my brother 2 Boxes of Gaunts for his Birthday. When he opened them, we discovered 32 Hormogaunts, and no Termagants. Took them to GW who checked two other boxes, and gave him those, without taking the others off. Net result? 2 Boxes Paid for, 48 Hormies, and 16 Termies. Score!

I've had mixed results.

I got a miscast Lascannon online once, took it to the store, they exchanged it with one off the shelf (they had no blisters, so they opened a Devestator box to get it). this was back when they were metal.
I didn't get the "overkill" treatment by having the whole box given to me or anything, but it was no questions asked.


Then, once, I bought a Razorback from an FEEbay retailer (a genuine store).
There was no Razorback sprue in the box. It was just a Rhino.

Called GW cust svc and, basically, was told to sod off, as I'd bought it online. Contacted the FEEbay retailer & he sent me a whole new Razorback. Gratis.


Eric

My buddy got a box of AoBR that was only orks when he had ordered the regular box. So GW sent him an entirely new AoBR box.

Any time I've had a problem with something I've purchased off GW direct or in one of their stores they've been very generous and quick with replacements.

Well, to be honest, they can't be held responsible for Ebay traders, whether they run a shop or not. After all, it can be very easy for them to take sprues out then re-shrink wrap the item.

Yeah, it's pretty good. They sent me a new arm for my Egrimm van Horstmann dragon (it had two right arms) some years ago when I bought it second hand, though it was technically OOP I think.

Another time we ordered lots of odds and ends through the shop and half the order was missing, so they made it up with stuff off the shop floor. The irony was that I needed a pair of plastic wheels for my Galloper Gun, and what did they whip off the shelf? The Galloper Gun blister. Of course the extra irony in this was that the reason I wanted the wheels in the first place was that my first Galloper Gun has mis-cast plastic wheels, I'd asked their customer services for a replacement and they sent the wrong sort of wheels, so I'd given up on that and decided to order a pair along with other stuff in store. So they made a few cock ups along the way, but it all worked out just fine.

I haven't had any problems with missing or misscast stuff in a while, but every time they've always at least sent me the missing part right away.. they're real good about that. One time I even got a free blood bowl mini thrown in for my trouble

I think that most of the less than great results people have had with GW customer service are errant data points. I'm not saying they don't happen, but it's always seemed to be isolated incidents.

As for buying on eBay, I'm not an expert on product law, but I'd imagine if you kept calling in every day or so, you'd get what you needed, regardless of where you bought it. I'd also never mention buying it off eBay (there was a time a few years back where they hated eBay pretty bad). Instead I simply say "I bought it", and if they ask where, i say 'an independent seller." It's honest, just not total.

Actually they ask for all your info so i'm pretty sure just calling over and over again wouldn't work. Though stating you bought when you didn't might work once or even twice before they flagged you. And I agree, it seems more the norm for them to be way over the minimum for customer service, even though i've only dealt with them twice in 13 years.

I have had problems eather way i payed for a space wolf batalion box at the local game store and one hole section of marines was miscast but only one marine was toast i called them they replaced them all no prob then one time i had a misscast bit the guy wined and almot had me send back the whole box just to replace one part that it was a defiler part didn't have anything to do with it well a chaos acc sprew part

sonofruss wrote:I have had problems eather way i payed for a space wolf batalion box at the local game store and one hole section of marines was miscast but only one marine was toast i called them they replaced them all no prob then one time i had a misscast bit the guy wined and almot had me send back the whole box just to replace one part that it was a defiler part didn't have anything to do with it well a chaos acc sprew part

What?

I;ve had really good experiences with them. I bought 4 blisters of Ork BFG ships and they were the wrong ones so I gave them a call, well they sent me new blisters but they were the wrong ones again! Gave em another call and they sent along the right ones plus 2 of the bigger BFG ships for the mess up, and even though I asked them I didn't have to send anything back.

Also have had a small bit missing here and there and when they've sent me the replacement they throw in a random fig or two because "We're not just gonna send you a couple Falcon Canopies" Good stuff!

I had some melted guardians I got from a non-GW retailer, I went into the GW store and they just gave me a new box.


(although I did work in that store for a while, that could have help my case )

I have nothing but good things to say about GWUS and their mail order system, even without their bitz service.

Best example was recently when I was finishing off my Guard. I needed a metal Cadian Lascannon team, so I ordered the blister that was still on the site at the time. A week later the order arrived, checked through everything and everything was fine, except that the Lascannon was a Mortar Team. Ok...

I checked the product code on the Mortar Team blister and it was the same one for the Lascannon blister. Not a problem, I'll let them know, and I'll see if I can get some more Mortar Teams as well. They didn't have any metal Cadian Mortar Teams on the website, so I thought I could get some more. So they told me I couldn't get any more Mortar teams, but that they were going to send me the Lascannon I didn't get anyway even though I was quite happy with the Mortar team!!

Another great example is a friend of mine who ordered the Apoc formation with the 6 Kanz and 3 Dreadz. They sent him 3 Kanz and 6 Dreadz instead. He let them know he didn't get the Kanz, and they sent him 3 more Kanz!

Not to mention that GWUS has the fastest shipping in the world. I've had orders arrive from the US to Australia within 48 hours. It's scary.

BYE

I bought some assault termies from my FLGS soon after they came out. I was missing the 5 bases. Call them up and the convo went like this:
Me:"Hi, I bought a box of assault terminators, and they didn't come with bases."
GW:"Oh, well hmm.. sorry about that. I see there are five bases that are to come with that box, correct?"
Me:"Yes"
GW:"Ok, well let's see, as per the site 5 bases costs 5 dollars. Or... a bag of 20 bases costs 5 dollars... You'll have a plethora of bases."


Another time I was missing the arm to a servitor, Power Fist arm. Called them up, read off the product code, and had a new power fist within a week.

Ordered a Warlord titan from mail order by the phone. Turned out that the guy on the other end had misheard and thought I was after a Warlock (!) titan instead.

So I called them up after I got the wrong goods, and they sent me the correct one. Never had a problem with GW's customer service, even if they managed to misspell my name on all three orders I made with them...

GWUK btw.

I also had mixed results..
But never got "extra stuff" with it..
Worse thing ever happened was this year and was when I bought the new warhammer
Demon spearhead (that comes out two weeks early) and the Book was missing
when I opened it (one reason I bought the spearhead) Had to call like 4 times...
It started on Saturday when I bought the box set and called ..(mail order my first
mistake) I am very close to Memphis and only a 1-2 day ship from there and I got
alot of "it will be there tuesday"... tuesday comes and nothing...so call again...
sorry .."it will be there Thursday"...Thursday come and nothing...call again...finally got nasty
on Friday and spoke the manager...it was fixed...they had me down for one but it wouldnt ship till
the book was realeased a week later and after already waiting a week to tell me that...
End the end ..Manager fixed the problem..I got the book on the next Tuesday...the
same week on Thursday was the official release date of the book... I was not happy
Also found out do not call mail order number ...they are not customer service...
(I didnt realize they had seprate numbers again) and mail order will not tell you
to call Customer Service to fix problem as they should..

budro wrote:My buddy got a box of AoBR that was only orks when he had ordered the regular box. So GW sent him an entirely new AoBR box.

Any time I've had a problem with something I've purchased off GW direct or in one of their stores they've been very generous and quick with replacements.

yeah...
I don't get it the sprues are intermixed imperial / orKs.... I think your buddys telling porkie pies...

PaniC..

The Mail Order guys put me through to customer service when I told them about my problem. I didn't know they had 2 different numbers again either

I've been fairly happy considering I was given one of the plastic Baneblades as a present right after they came out and it was missing the spue for the turret and they sent me one in 3 days.

Yeah I have had nothing but good experiences with GW the guys at my local store when I was first building my IG and was buying vehicles with metal bits as well as plastic the first two such vechicles were missing peices so they opened up other boxes removed the bit I needed and said they would take care of the rest. After that I bought a third one and when I opened it it was also missing a piece so they decided as well as me that when I would buy hybrid boxes I had to open them up so that they could make sure I had all the bits as this was before I could drive and getting into the store was a hassle.

Mad Doc Grotsnik wrote:Well, to be honest, they can't be held responsible for Ebay traders, whether they run a shop or not. After all, it can be very easy for them to take sprues out then re-shrink wrap the item.

And why would it be any harder for a B&M retailer to do that?

A retailer is a retailer, IMO (This was a FEEbay Store, not "Joe Gamer").


...and as for WHY I told them... They asked where I go it.
I'm not going to lie to them. I expect good service, regardless of wherre I got it.


Eric

For all the dumb things GW does, there is 2 things I really like about them: their customer service is great, and they haven't just outsourced everything to china.

I keep getting mispacks on everything I buy, so I recently had an opportunity to do a comparison between PP's and GW's customer service. I sent them both a complaint on the same day, and lo behold, I got both replacements on the same day about two weeks later. Of course, PP only sent me the one bit while GW sent me a complete kit.

MagickalMemories wrote:

Mad Doc Grotsnik wrote:Well, to be honest, they can't be held responsible for Ebay traders, whether they run a shop or not. After all, it can be very easy for them to take sprues out then re-shrink wrap the item.

And why would it be any harder for a B&M retailer to do that?

A retailer is a retailer, IMO (This was a FEEbay Store, not "Joe Gamer").


...and as for WHY I told them... They asked where I go it.
I'm not going to lie to them. I expect good service, regardless of wherre I got it.


Eric

B&M Stores will have an account with GW. GW can see how many bad kits have come from that shop. If it's too high, it can cease trading (one would assume. I'm not saying this is a policy. This is a conjectural example to explain my previous post)

But Ebay sellers. Perhaps they bought bankrupt stock. Or are selling 2nd hand, or buying 3rd party. Essentially, they are less likely to be monitored through paper trails than a B&M.

Of course, it's also entirely possible the person on the end of the phone was a) a knob or b) having a bad day. Or even c) A knob having a bad day.

Ah.

I see your point, now.

Eric

P.S. I'm guessing "C"

GW really can't be faulted for its mini's related customer service. If something isn't right, they'll fix it with extra's thrown in usually. They are extremely reliable and top notch in this regard. While GW has many faults in other areas, I've never had a problem getting anything replaced and have often times ended up with a lot of extra stuff as a result. The GW US customer service guys I've talked to have all been really awesome and helpful, and I've never had anything to complain about in that regard.

Mad Doc Grotsnik wrote:Well, to be honest, they can't be held responsible for Ebay traders, whether they run a shop or not. After all, it can be very easy for them to take sprues out then re-shrink wrap the item.

There is a very very popular mail order and formerly online seller who used to do this. He would even open up army deals and take out the special characters and ebay them, and then tell the army buyer to call GW for a correction. He finally got smacked down and follows the rules, but he ruined alot for sellers.