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So I bought a Land Raider kit from an online retailer today, and when it arrived, I discovered it was missing a sprue or two. It had the original shrinkwrap when it arrived, so I doubt a fast one has been pulled here. It looks like a boxing mishap on GW's part. I sent a email off to them today, asking how I can go about getting replacement sprues.

I don't know what to expect from them, so I turn to you guys. What is your impression of GW's Customer service? Have they been naughty or nice to you? Can I expect this to turn into a fiasco, or should it go off pretty smoothly?

Go ahead and share your experiences here. Please note, this is not a GW hating thread, so please just state the facts of your experiences.

When I bought Calgar and his honour guard it was missing the accessory sprue with the sword etc on it, GW shipped it the same day i spoke to them, got it within 5 days, I call that good service.

Great service even. Had 2 tin kits that missed something and both times I got a full new kit in the mail.

I bought a box of CSM and they only had three sprues instead of five... two days later a new and complete box of them arrived in the mail. No problems at all.

My wood elf battalion had 24 glade guards , but the pack of base comes in 20s.

After half a year later i finally received it last month ^^; ( 5 small bases hehe )

I bought an Obliterator from GW that was missing a head, they sent the replacement the same day. When the new Obliterator arrived it also had no head, and again they sent a new one. The last one arrived and had had a head added to the package not in the blister. All sorted within 2 weeks total time

And it wasn't hard to knock up a couple of heads from an old space wolves sprue 5 Obliterators for the price of 2 (the original purchase was 2)

I've never had a problem with GW's Customer service, always been brilliant and prompt. But then I dont ring them
and get snotty with them, which unfortunatly some people do and then cant understand why they dont get help.
At the end of the day their packing process involves people picking sprues out of big tubs marked A,B,C etc and sticking them in boxes, the people doing that havent got
the foggiest what the sprue is and if its wrong they arent to know. They wouldnt recognise the difference between eldar and skaven, they are just doing a low paid job.
Its like customer service the world over, if you speak to them like they are poo they will treat your order like it. lol.

I recently purchased a Tyranid Hive Guard that had two left claw/leg components and now right claw/leg components. Customer service sent me a whole entire Hive Guard even after I explicitly stated which component I was missing – well ahead of the estimated time frame I might add.

A few years ago I had a badly miscast sprue from a box of beastmen. Again, whole new box.

I’ve had at least two other positive experiences with GW customer service. 4 outa 4 = 5-star rating in my book.

GW customer service is among the very best customer service of any company I have ever known.

Good news, folks. I talked to one of the customer service reps, and he is replacing the entire box. It took a 5 minute, toll free call, and it looks like it is already taken care of. Now I can vote for GW's cust serv. being "Nice"!

The one thing I know is if you care about what you're missing, you Phone it in, not E-Mail. E-Mail will take them Weeks to respond, but as you found, the phone call is handled in minutes.

I've never had a problem with GW mail order (or E-mailing them, for that matter). They've always been very quick to resolve any problems.