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Is there some trick to getting Forgeworld to reply to an e-mail about an order error? I've sent them three (to their ordersenquiry address) over a span of two weeks and no response of any kind so far. Has anyone else had this kind of problem contacting them for fixing an error of theirs? They were very fast when it came to taking my money (they have that part down quite well) and sending the order, but for follow up service- so far they get an "F".

Any hints for getting their attention are welcomed.

They don't answer e-mail, you have to call them.

I think FW should hire 1 or 2 extra guys just to reply emails.

Sidstyler wrote:They don't answer e-mail, you have to call them.

Yes, they do. They always answer mine the same day I send them.

The trick is to get them to love you.

Cancel payment for an incorrect order. Instant communication!

And not to act like a jerk in the email...

Aside from that, they flatout say:
We are a small company, handling an insane volume of orders and cannot reply to every email.

More often than not, they WILL correct your order and you will not get an email about it. Or you need to buck up and call them and deal with a real person rather than hope and pray that someone's feeling like writing you back.

Platuan4th wrote:The trick is to get them to love you.

Well there you go then, in your next e-mail tell them you make a six figure salary and they'll call you right up. "Yes sir, how can we help you sir?!"

Aside from that, they flatout say:
We are a small company, handling an insane volume of orders and cannot reply to every email.

I'm sorry but I'll never buy that as an excuse. If they seriously can't handle all the orders then they need to either hire more staff to deal with them or just stop taking orders.

Sidstyler wrote:[you make a six figure salary

I wish. Then again, I wish I had a job, period.

Kanluwen wrote:And not to act like a jerk in the email...

Aside from that, they flatout say:
We are a small company, handling an insane volume of orders and cannot reply to every email.

More often than not, they WILL correct your order and you will not get an email about it. Or you need to buck up and call them and deal with a real person rather than hope and pray that someone's feeling like writing you back.

How would you possibly know how I wrote my e-mails? As a matter of fact, I was very professional and courteous in all of the e-mails. If they are so busy with orders, then they are making an insane amount of money and should be able to afford a customer service rep. for the inevitable order mistakes. But if they keep up with this kind of customer service (or lack thereof) then they won't be making so much forever- at least not from me... Making your customers track you down by international phonecall is poor business practice, especially when they have, and advertise, an e-mail contact method that is free for the paying customer. Why should a paying customer have to buck up anything?! Ridiculous philosophy if that is indeed their mindset.

Platuan4th wrote:

Sidstyler wrote:[you make a six figure salary

I wish.

Me too.

the trick to forgeworld, or so i hear, is to wire lakjfoaiufods amount of cash to mad doc's offshore account, and then he goes and roughs them up a bit til they get back to you.

at least, thats what some say

"Or so the legend goes..."

I also heard that if you're a tournament gamer and you say "HBMC" five times while looking in a mirror, the lights will go out and he'll be right behind you with a dreadsock.

"dreadsock"???

Sidstyler wrote:"Or so the legend goes..."

I also heard that if you're a tournament gamer and you say "HBMC" five times while looking in a mirror, the lights will go out and he'll be right behind you with a dreadsock.

i hear his tank throne has mystical, seer like properties

right....

Sidstyler wrote:"Or so the legend goes..."

I also heard that if you're a tournament gamer and you say "HBMC" five times while looking in a mirror, the lights will go out and he'll be right behind you with a dreadsock.

QFT, also works with "Jervis"

NO_SUCH_LUCK wrote:"dreadsock"???

A sock with an old metal dreadnought in it...to beat you with!

Red9 wrote:QFT, also works with "Jervis"

If you say "Jervis" five times in the mirror he'll write a bad codex for your favorite army.

I sleep with a ring of dark eldar warrior models around my bed at night for fear of midnight Jervis attacks.

Nah you guys, it's always been four. I like the Dreadsock idea though, would make a nice new special character. To go with the rest of the thread, I'd say call them if you want an immediate response.

You want results from FW? Call them and keep on calling them. That's all I could do to finally get what I needed. Sure it took them another five months to actually get me the fething part, but I got it.

You want comedy that results in a nervous breakdown? Keep on mailing them until they return your message with either a "call us" message or one of those fake "we're on it like syphilis on a whore" replies.

But if you call, tell Ead that I said "Hi!"

I got an order from them months ago missing three of the same part, I have sent one message and two emails - all polite, trying to amend the situation.

It has been over a month since the first message was sent, there has been NO response. I am actually considering making an issue with the credit card company - but it's three small parts.

I like their stuff, totally happy with the models but I have assembled and painted one of the two and still have no response - last week I gave up and started the second model as the three pieces do not make the model.

I really don't want to wake up at 6 am to call them, but if I do not hear from them soon, I will have no choice. It will be a polite but very firm phone conversation - I assure you.

Our group has had some REALLY bad experiences with post purchase customer service with FW.

This doesn't surprise me,
I would say 1 month without a reply to multiple emails is enough to warrant an email that says that you are not left with much choice other than getting the payment charged back from the credit card company due to goods not received.

By all means try and call,
but internationally that can be hard. (And expensive!)

My Bjorn the Fell Handed is made of lead, if that explains the 'Dreadsock' idea any better.

Wow, now I know why you guys think my customer service is so good

(I have never ordered direct from FW so I had no idea)

well i went through thier website and read the TINY lettering, and it states if there is a problem with an order to call - as they do not answer e-mails.

so i called - i think i was on the phone for a total of three minutes. the part "will be sorted out immediately" .

so i'd say avoid trying e-mail and stick with the phone. we'll see what happens I will update ..

Put the order # in the Subject line

like FW order #: 123456 part missing/ incorrect

There are two FW emails, copy both of them on the email.
Make sure no Attachments on the email. Their Spam filters eat the email up and send it to the warp.

8/10 times when I send them an email about a miscast or missing part, I get no response at all and have a box sitting on my door step in like 5-7 days after sending said email.

Always best to call, if you don't want to use normal phone get a Skype account , or get a Pre paid Calling card.

Their Email response is sourly lacking , but their customer service make up for it.

If you have an online store you need to be able to communicate in a timely fashion with said customers.

On their website they say two different things

"If you have a question about your mail order please either telephone our mail order line or send us an email to fworderenquiries@games-workshop.co.uk. Please note it may not be possible for us to answer emails straight away....."

then on the other part of thier website (the one that looks different)

"If you have a question about your mail order, a problem you need resolved or anything else urgent, please telephone us for an immediate resolution as we are currently unable to answer emails."

It's just a bit sloppy for me - but we'll see. The fact that the only thing I needed to give the dude was the order number to have him spend 10 seconds looking it up to respond with we'll take care of it straight away - was odd.
NO service over e-mail and amazing over the phone - they need to tidy up the website. Honestly if I saw the "phone us is there is a problem" I would not be as near as irritated as I am, over a month after I sent emails with no response, and the problem is resolved literally in minutes on the phone, I didn't even have time to say I had sent emails - BANG we'll fix it.

So odd to see such a huge difference in service from one medium to the next. At this point I would suggest never bother with e-mail or messages.

Thank god I dont order stuff from Forgeworld..

BOSS_PIMPALOTZ wrote:Thank god I dont order stuff from Forgeworld..

Yeah, I don't often order from them, but lately they have come out with some nice models that I like so I decided to make one big order along with a buddy. Maybe I'll just stick to scratch-building like I normally do. More fun that way anyway... Thanks for all the responses and helpful suggestions.

you guys are making this wayyy too difficult...
its as easy as passing a grots psychic check on 10D6 and using the 3 highest rolled...

but everytime i have heard of someone actually reaching customer service, they have unquestionably sent out the new parts, sometimes whole kits...