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Its not bad tho! I just bought a box of boyz the other day, and to my dismay 3 of the bases were melted, one was missing and the arms that hold the shootas, most were all melty looking. So I called GW just wanting them to really replace the bases because Im a TRUE Ork player ( CHOPPY CHOPPY! ) And instead the guy there said no we will replace the whole box for you. SO in about 7days Ill get a whole new set of Orks. HURRAY FOR ME! And a hurray for the customer service at GW.
Just wanted to share with everyone.

I got a similar deal for a melted Cities of Death spur. About half the spur was melted, but otherwise usable, and the GW rep sent me a completely new building!

I just had a called them the other day too.

I was putting together my first Baneblade and couldn't find a piece on any of the six sprues.. I figured I must have dropped it in the couch or something. So I get up, pull apart the whole damn thing and nothing. So I figure frak it, i'll figure something out later. Then I get to the next step and think, 'Where the hell is the whole top of the tank?'

I was missing Sprue #7. -.- Called up GW and asked if they could just send me the sprue.. Nope.. They had to send me a whole 'nother Baneblade...

So Now I've got 1 1/2 Baneblades which means the half a baneblade is going to my Hubby's Orks.

I love GW's replacement policy.

Lucky you. I was missing like half the parts for my sponsons ("WTF?"), and GW sent me the sponson sprues I needed to finish the model. But lucky, lucky to get the full tank!

Honestly I think they do that because its more cost effective to send the whole box set then just pieces of them. I still wish theyd start doing bitz again tho.... ho hum

Bitz are slowly rolling out again. Keep checking the GW Website.

BTW, 99.9% of people who claim to have had a bad experience with GW replacing faulty parts or kits are talking out of their bums. Very occasionally, you might run up against a difficult employee, but that is very much the exception.

BigToof wrote:I got a similar deal for a melted Cities of Death spur. About half the spur was melted, but otherwise usable, and the GW rep sent me a completely new building!

since this thread is talking about mismade proproducts... i was looking at some ork parts the other day and found that one of the arms in the ork boys box had a left hand on a right arm it also looked like someone had attempted a bad handswap... this was fresh off the sprue.

ill take a picture when i can, it was a right shoota arm with a left hand and a shoota with leather bindings around the barrel and 3 upward facing spikes on a plate on the side.

anyone got an explanation for this ?

lol its a pun!!

(he spelt spur not sprue)

humor! I get it!

I have two of the Generic Chaos Lord on mount model because the one in my Spearhead didn't have the scenic base. As it turns out when I got the new one I opened it up to find it didn't either so we called Direct Sales fromt the store and they said it had been dropped to keep the mini price down.

So I got a second for no reason

That's customer service for you.

shoot thats cool! I wonder if I call them and try this if it will work.

"Uhm yea hi, I bought a rhino....but really I wanted a blaneblade. Can you send me a baneblade instead please?"

Of course it wouldnt work but good god wouldnt that kick butt if it did

Weird thing is, very, VERY few people take advantage.

For example, I buy a Stompa from Direct Sales. I get it, everything is there, but I decide to be cheeky, phone up and claim a sprue missing. Most of the time I'll get a free Stompa.

Yet it would appear hardly anyone does this.

Odd huh? You'd think people would take advantage.

Mad Doc Grotsnik wrote:Weird thing is, very, VERY few people take advantage.

Odd huh? You'd think people would take advantage.

Yes, similar with the Battlefront (makers of Flames of War) approach. FWIW, in both cases they ask for packing numbers, so in theory you'd have to have a valid one. My guess would be that you couldn't really take it all that far. I mean how many times do you REALLY think the average consumer is going to have a melted baneblade sent to their place? After the 5th or 6th I think they'd stop sending stuff.....

GW isn't stupid. They know pretty quickly which kits have problems, and where those problems tend to be.

If you have a lot of "left field" problems, I think they'd catch on pretty quickly.

At that point, it *would* be fraud.

And we all know how forgiving GW's legal department is...

A while back I got a box of cadian infantry men or (insert their actual name from the IG army) and they said they'll replace it... So, 7 days later I got a new box!

...and 7 days I got another box... Asked them why I got two and the person on the phone responded, "Dude, their bloody guardsman, no one cares". :/

I've had great experience with GW too.

About 5 years ago a box of Orcs was missing one of the shield sprues - got a replacement 2 days later in the mail. Just asked for the batch number from the box.

I think the main reason tho is most people are honest. Most people know "its wrong taking advantage of someone" Im sure there are people out there tho that say "Ahh to hell with it, Im going to rob them" it happens

JohnHwangDD wrote:
And we all know how forgiving GW's legal department is...

They're certainly quite forgiving, because they haven't sued Blizzard for plagarism yet.

They've tried...

i guess blizzard has better dark gods of lawyeryness

KingCracker wrote:Im sure there are people out there tho that say "Ahh to hell with it, Im going to rob them" it happens

Would those people be the marketing people at GW who determine the list prices?

Why would they want to sue Blizzard?

Cuz GW invented space marines, giger alien horrors, and space humans with eons-advanced space technology.

I have had 3 Customer Service Experiences of note.. All since December.

Early December - Bought a box of Lootas/Burnas (last one the FLGS had).. got home, popped the box, and the corners of the Loota Sprue were just not there. It looked, to me, like there was not enough plastic injected in the mold to complete the sprue.

Called GWUS and told them, and explained that it had been the last box at the store.. guy on the phone "happened" to have that box in front of him and went ahead and sent me the sprue that was missing plastic.. AND the torso/leg sprue as well.. so I got a fair amount of Lootas AND Burnas outta that box.

Late January - Got the new Nobz box. Smack in the middle of the weapon sprue was a half-scorcha and partial bosspole. (Either one was not something I was planning on using anyhoo).. Called them to let them know, Shipment number in hand.. told the rep what I had, he offered to send a new box. I acutally declined, as I was not needing the parts missing.. (and later on kept smacking myself for not taking them up on it)

Last Week - Bought a NIB Land Raider Crusader from an online seller, when it arrived, the Left Side Outer Hull had a 1in hole in the front panel.. (normally I would just model this as a "battle damage" thing.. ).. but it was RIGHT where the cam system was on the assaulty ramp and the gubbins wouldn't stay togeather. Called em up again.. Service guy takes my story, product code, and offers to mail me out a new side sprue. He also says I am not in their new system and takes my name and email for their newsletter and database. I ask him only to send the part, not the whole sprue.. and they did. I called Friday and got the part Monday.

Overall, I am impressed as hell on their system and responses. I suspect the new database the CSR was talking about is an effort to combat folks who fib for personal gain.

-Porkuslime

Neconilis wrote:

KingCracker wrote:Im sure there are people out there tho that say "Ahh to hell with it, Im going to rob them" it happens

Would those people be the marketing people at GW who determine the list prices?

Which is in turn effected by customer support stuff like this? I really liked getting the extra building, but with all the other stuff I've bought, I'm sure I already paid for it.

took some pictures of the bizzare shoota arm i got

Is that a right hand on a left arm?

I had a box of three Chaos Marines last week that I got where the sprues were doubled over, like the top half didn't line up with the back half and it was very significant. Would I just use the 800 number from the website to contact them about it?

i kind of had a problem, but nothing huge lol

brought 5 raveners, and 3 of them had missing tails (bad batch?), so i phoned them and they said they would send the parts, week later i had 3 pairs of talons turn up, so i phoned them again about it, got told to keep the talons and they would send the tails lol, all in all its good service though.

A while back I bought an ork big gunz kannon from a nearby GW store, it had the Zzap gun carriage but a Kannon gun, took it back to the store, they said 'which one did you want, the Zzap or the Kannon?' I said 'Kannon, here's the offending blister if you need it back' the guy said 'nah keep it'.

Which was very nice, trying to think of a use for the parts now though.

To be fair, discussing taking advantage, a company with a good returns policy (such as GW) you are left with a good feeling when the experience is a good one, so you feel less inclined to abuse the policy (plus, if we all took advantage it would only mean another price hike, and the prices are pretty high as it is!)