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If you'll notice, i said it was the staffs fault...

I've phoned GW MANY times and each time i get to keep the old bad one and get a new thing ...

Dark Eldar Ravager = Missing the ravager sprure = New Ravager and Free Raider!

Finecast Hive Tyrant = Warped = Free Hive Tyrant!

Tyranid Gargoyles = Missing ONE flight stand = Free bag of Flying bases

Tyranid Venomthrope = Tentecle arm bubbled and hollow and broken = Free Venomthrope !


Honestly if they don't help you out the first time around, phone back. If they don't help you THAT time, PHONE THE HELL BACK!!!

Why did I fix my model?

Because 95% of all XV8's have the back plate problem.

It takes about 20 seconds to fix it perfectly.... alot easier than picking up the phone and trying to explain it to someone on the phone and then get a new one shipped to you with the exact same problem and then picking the phone up again and bitching some more....



Im no GW Fanboy but if you expect them to fix this your living in a fantasy world....

Its like Forge World stuff...... You have to fix most of that before assembly.... people do it knowing ordering FW stuff involves work....

Go back to the store.

Give them the defective model.

Demand a refund.

Not a replacement, a refund.

Or just take the 15 seconds and fix it. Saving the trip to the store which is a few bucks in gas etc....

If you think that mold is defective wait til you put together some finecast.....

If a 1.5mm gap on one side of an XV8 bothers you, finecast will make you simply quit the hobby. =]

I've phoned GW MANY times and each time i get to keep the old bad one and get a new thing ...

Dark Eldar Ravager = Missing the ravager sprure = New Ravager and Free Raider!

Finecast Hive Tyrant = Warped = Free Hive Tyrant!

Tyranid Gargoyles = Missing ONE flight stand = Free bag of Flying bases

Tyranid Venomthrope = Tentecle arm bubbled and hollow and broken = Free Venomthrope

So you now have two of each of those guys even if one of each has some defects? Hell I'd take that.
Were the defects that bad as to be unusable on the tabletop? If not then you're already winning imho

I love GW customer service... truly.

Ork Loota/Burna box.. came with 1/8 of a lootagun sprue missing.. the plastic just had not filled the corner of the gun sprue completely, missing 1 gun and a different gun rack. Called CS, got a brand new box.. wow!

Shrine of the Aquila - one end of the large wall panel sprue was deformed making the pointy bits look like they were already acid etched and ruined.. called to let CS know about it, (had the sprue and box code so they could track it) - got sent another sprue of the flat panels..

Space Wolf Terminator box - got 2 duplicate sprues in the box, when ordered from GW direct, called and got another box in the mail.

I have NEVER had an issue with the CS department, and I suspect that I am flagged as a constant troublemaker... lol

-Porkuslime

Ratius wrote:

I've phoned GW MANY times and each time i get to keep the old bad one and get a new thing ...

Dark Eldar Ravager = Missing the ravager sprure = New Ravager and Free Raider!

Finecast Hive Tyrant = Warped = Free Hive Tyrant!

Tyranid Gargoyles = Missing ONE flight stand = Free bag of Flying bases

Tyranid Venomthrope = Tentecle arm bubbled and hollow and broken = Free Venomthrope

So you now have two of each of those guys even if one of each has some defects? Hell I'd take that.
Were the defects that bad as to be unusable on the tabletop? If not then you're already winning imho

Pretty much yeah

Now i've two Tyrants, two Vopes and an extra Raider !

WINNING!

Yep. In my experience GW customer service is fantastic. I suggest calling back and stating you got a defective model and don't mention any of the stuff you did to try and fix it.

Milisim wrote:If a 1.5mm gap on one side of an XV8 bothers you, finecast will make you simply quit the hobby. =]

Or buy products from a minitaures company that doesn't make defective products.

GW is not the hobby.

porkuslime wrote:I love GW customer service... truly.

Ork Loota/Burna box.. came with 1/8 of a lootagun sprue missing.. the plastic just had not filled the corner of the gun sprue completely, missing 1 gun and a different gun rack. Called CS, got a brand new box.. wow!

Shrine of the Aquila - one end of the large wall panel sprue was deformed making the pointy bits look like they were already acid etched and ruined.. called to let CS know about it, (had the sprue and box code so they could track it) - got sent another sprue of the flat panels..

Space Wolf Terminator box - got 2 duplicate sprues in the box, when ordered from GW direct, called and got another box in the mail.

I have NEVER had an issue with the CS department, and I suspect that I am flagged as a constant troublemaker... lol

-Porkuslime

Haha, I hear you-I'm probably another flagged trouble maker

Called them over the following, never had any issue:
-Drop Pod (poor directions, led to poor assembly-got a full new one)
-OOP box of Genestealers (malformed, they sent me a full new box, KNOWING it was the OOP ones)
-Khorne Berzerkers (missing one sprue with legs, sent me a full set of 4 more full guys)
-Chaos Space Marines (duplicate sprue, missing the leg/backpack sprue, sent out a full set of 5 more complete models)
-Finecast 25th anniversary model-torso and base (sent almost perfect body-two very tiny flaws, which are fixed in .5 seconds, base still had a few errors, but won't be visible on a stand-useful for terrain)

Milisim wrote:It takes about 20 seconds to fix it perfectly.... alot easier than picking up the phone and trying to explain it to someone on the phone and then get a new one shipped to you with the exact same problem and then picking the phone up again and bitching some more....



Im no GW Fanboy but if you expect them to fix this your living in a fantasy world....

Its like Forge World stuff...... You have to fix most of that before assembly.... people do it knowing ordering FW stuff involves work....

Alright, then I guess it is my fault after all. Especially because even the staffs are unable to fix it.
Seeing you are in Canada, I don't suppose you drop by at Highgate?

I should receive some news within this week, if the result isn't as nice as all the claims here, I shall email them the link to this thread

d-usa wrote:Was it faulty enough to prevent you from:

1) paying for it
2) putting it together
3) playing with it

That to me is the biggest problem at this point, and I really don't mean to white knight GW.

And that matters how? GW is responsible for ensuring that items they sell are not defective period. It isn't this persons fault that it was defective.

brettz123 wrote:

d-usa wrote:Was it faulty enough to prevent you from:

1) paying for it
2) putting it together
3) playing with it

That to me is the biggest problem at this point, and I really don't mean to white knight GW.

And that matters how? GW is responsible for ensuring that items they sell are not defective period. It isn't this persons fault that it was defective.

If it is defective, then don't assemble it and don't play with it. This guy got some bad advice from the staff at the store, and they should stand up for giving him that bad advice and make it right. But as a company I would not reimburse a person that took the kit, cut it up, glued it, build it, and played with it considering that at any of these stages something the customer did could have broken it. A situation like the OPs that relied on horrible misguided advice would be a special case, but it would not be the norm.

But if I have a defective problem, then I would contact them as soon as I found out that it was defective. If they send me another one and let me keep this one, then it's gravy (and that is usually the MO of GW). If they want me to send them the defective one back, then they better send me a box and/or label because I am not sending it back on my dime.

I would not take a defective product, build it anyway, play with it, and then think I am entitled to a replacement. Again, that is not what the OP was trying to do. He just got horrible advice. I am just saying that as a company that is something I would take into consideration.

Aye thats a fair point to be fair...


If the model is god awful, say to the guy who sold it you "Nah, look dude, this models backpack thingy is all bust up..." If they don't want to give you another one either to replace that one, or as a bonus one. DEMAND your money back...

If your gonna phone up, just say your brother got it for your birthday, and its all warped, and you'd like to know if there is anything that you can do to fix it.

d-usa wrote:If it is defective, then don't assemble it and don't play with it. This guy got some bad advice from the staff at the store, and they should stand up for giving him that bad advice and make it right.

It's my understanding from the OP's subsequent posts that he bought the defective product at a GW store. If he bought it there and they refused to replace it and tried to fix it themselves (or help), they certainly should replace the model.

GW stores are part of the same company as GW customer support.

If it wasn't a GW store, then yes, the store has a greater obligation than GW to replace it.

ÆΞØИ wrote:

Darkness wrote:call again and say the whole model was warped and that you didnt glue it together

They did ask for my name, and name of the GW store I bought at. I'll give them 1 week working days to see what they are going to do.

Emerett wrote:It's my understanding that stores both in the U.S. and U.K. have to replace the item you purchased in the store.

Ask for the Manager / Regional Managers phone number if they don't. (They may buy you lunch if you have a bad experience)

I really don't want it to escalate to that point. I game at the store at least 3 days a week, and the staff are nice people.

Also if Im not mistaken, Owen IS the regional manager, so it did already reach that point?

I'll just wait alittle longer, I can play with other armies.

Owen got promoted, good on Owen.

I thought Mark was the regional manager for Western Canada, humm things change. Call them back and talk to a different person.They have to replace a faulty product, warped pieces =miscast which = faulty product.

Have fun playing the CS game. I guess they and are taking a harder stance on things now. =o[

d-usa wrote:

brettz123 wrote:

d-usa wrote:Was it faulty enough to prevent you from:

1) paying for it
2) putting it together
3) playing with it

That to me is the biggest problem at this point, and I really don't mean to white knight GW.

And that matters how? GW is responsible for ensuring that items they sell are not defective period. It isn't this persons fault that it was defective.

If it is defective, then don't assemble it and don't play with it. This guy got some bad advice from the staff at the store, and they should stand up for giving him that bad advice and make it right. But as a company I would not reimburse a person that took the kit, cut it up, glued it, build it, and played with it considering that at any of these stages something the customer did could have broken it. A situation like the OPs that relied on horrible misguided advice would be a special case, but it would not be the norm.

But if I have a defective problem, then I would contact them as soon as I found out that it was defective. If they send me another one and let me keep this one, then it's gravy (and that is usually the MO of GW). If they want me to send them the defective one back, then they better send me a box and/or label because I am not sending it back on my dime.

I would not take a defective product, build it anyway, play with it, and then think I am entitled to a replacement. Again, that is not what the OP was trying to do. He just got horrible advice. I am just saying that as a company that is something I would take into consideration.

It is no less defective for him having assembled and used it in a game. So no difference whatsoever. As a company you are legally required to replace a defective item so I'm not sure why you would take that into account. Perhaps if he kept it for a long time but that isn't the case here. He even asked for a replacement at the time he bought it and was refused (rather wrongly to be honest). I'm not even sure why you brought up your point in the first place.

brettz123 wrote:

d-usa wrote:

brettz123 wrote:

d-usa wrote:Was it faulty enough to prevent you from:

1) paying for it
2) putting it together
3) playing with it

That to me is the biggest problem at this point, and I really don't mean to white knight GW.

And that matters how? GW is responsible for ensuring that items they sell are not defective period. It isn't this persons fault that it was defective.

If it is defective, then don't assemble it and don't play with it. This guy got some bad advice from the staff at the store, and they should stand up for giving him that bad advice and make it right. But as a company I would not reimburse a person that took the kit, cut it up, glued it, build it, and played with it considering that at any of these stages something the customer did could have broken it. A situation like the OPs that relied on horrible misguided advice would be a special case, but it would not be the norm.

But if I have a defective problem, then I would contact them as soon as I found out that it was defective. If they send me another one and let me keep this one, then it's gravy (and that is usually the MO of GW). If they want me to send them the defective one back, then they better send me a box and/or label because I am not sending it back on my dime.

I would not take a defective product, build it anyway, play with it, and then think I am entitled to a replacement. Again, that is not what the OP was trying to do. He just got horrible advice. I am just saying that as a company that is something I would take into consideration.

It is no less defective for him having assembled and used it in a game. So no difference whatsoever. As a company you are legally required to replace a defective item so I'm not sure why you would take that into account. Perhaps if he kept it for a long time but that isn't the case here. He even asked for a replacement at the time he bought it and was refused (rather wrongly to be honest). I'm not even sure why you brought up your point in the first place.

Like I said, the OPs situation is special because he did point it out when he purchased the item and got bad advise from store staff, and either the store (if it is an indy) or GW need to fix it.

But if you really don't see a problem with "hey this is broken, but I am going to use it anyway, assemble it, make it impossible to tell if it was broken to begin with or if I broke it while putting it together, play with it, and then contact a company to give me a replacement", then there is really nothing that I can say.

No it's more like " This is fethed"

GW staffer "Naa its not i'll help you fix it"

OP "Ummm it's still fethed"

GW staffer "Oh well your own your own now, call CS not my problem I got your money and can hit my KPI's"

Maybe I am just imagining typing the part where I keep on repeating that in this particular situation the OP got bad advise from the store and they should make it right...

d-usa wrote:Maybe I am just imagining typing the part where I keep on repeating that in this particular situation the OP got bad advise from the store and they should make it right...

Try harder

d-usa wrote:Maybe I am just imagining typing the part where I keep on repeating that in this particular situation the OP got bad advise from the store and they should make it right...

D-USA Perhaps there is a difference between the policy we have experienced.
At my GW store, their policy is to fix the problem before replacement or exchange.
You kept on saying I followed a bad advice. No, it wasn't a bad advice, it was the policy of them needing to attempt fixing the problem.
I have repeated over and over again, I would very much rather have it exchanged when I first showed the staff.

Let me remind you know the staff said. They said they need to try to fix it especially if they have no guarantee the next box they opened will not have the same flaw.
It seems like some of you are reading over the lines just because you had positive experience.

In-fact this is all pretty BS now that I thought about it. What would you guys have done differently?
Be in my shoe and try to see the issue here dude.

Im at official GW shop, I need a commander for HQ so I can play my game that day.
According to you guys, I should have asked for replacement, which I told you, I couldn't.
Now, majority in this thread said I should never have assembled it, not play with it, and call customer service. Which even at fast delivery speed,
I wont be able to play that day.

So whats more ridiculous? that I assembled it to play after they attempt to fix it? ,
or the fact that GW didn't replace it in the shop because they know crisis suits are prone to that issue thus they wont open another box for me?

fething ridiculous.

I don't have a GW, so I have no experience there. But if you did as told, then they should really fix it.

d-usa wrote:I don't have a GW, so I have no experience there. But if you did as told, then they should really fix it.

Sorry I lost my cool earlier, but thanks for understanding.

If almost all Crisis Suits have this problem, why would they keep opening product to get you one backpack that actually turned out decently?

If there's simple guides on the internet to fix the problem...

(Also, I play at Highgate roughly once a week, and, haven't had any problems with them. Then again, I seem to get lucky and not get defective product.)

Well, there as one time where I got a Telion whos arms where too long, and I had to file them down till his Stalker Bolter would fit. Eh...

Try Customer Service if it still looks like gak. Lie a bit. Don't tell them you used non-GW product on their stuff, it tends to get them riled up.

Wow. If 95 percent of an item really is defective, and no measures have been taken to fix it by the manufacturer... Just wow. The stuff some of you guys put up with.

Crazyterran wrote:If almost all Crisis Suits have this problem, why would they keep opening product to get you one backpack that actually turned out decently?

What kind of fethed up logic is that? If the defect percentage is high, its the company's responsibility to fix it.
If you agree opening new boxes will not yield a good one, aren't you blaming the wrong side?

If there's simple guides on the internet to fix the problem...

(Also, I play at Highgate roughly once a week, and, haven't had any problems with them. Then again, I seem to get lucky and not get defective product.)

There isn't any problem with the staff per say, just the fix was not working. I respect every single one of the staffs as matter of fact.
I have a better idea, you and I meet up, you fix it for me.
Scratch that, we have already met it seems, small world.

Well, there as one time where I got a Telion whos arms where too long, and I had to file them down till his Stalker Bolter would fit. Eh...

Try Customer Service if it still looks like gak. Lie a bit. Don't tell them you used non-GW product on their stuff, it tends to get them riled up.

A customer should not need to lie to get things done. The excuse of me using testor's glue is stupid as hell.
Why? because its too strong and I can't pull it off? Well congrats, someone made a glue that actually works, and I get called out for using it.
I know you said that to help me, but the Customer Service is really desperate to pull that card.

The fact that this thread is making a huge deal out of something that takes 10 seconds to fix.... I will put up with that much defect in a product np....

Milisim wrote:The fact that this thread is making a huge deal out of something that takes 10 seconds to fix.... I will put up with that much defect in a product np....

10 seconds?
Should I really take that from someone that uses plastic glue on Finecast?

There isn't even much of a deal to start with. The staff tried, CS's package is still on the way.
Its the logic behind you placing the responsibilities and blames on the customer that is pissing me off.
Did you read? the staff also tried, emphasize TRIED.