Forum adverts like this one are shown to any user who is not logged in. Join us by filling out a tiny 3 field form and you will get your own, free, dakka user account which gives a good range of benefits to you: No adverts like this in the forums anymore. Times and dates in your local timezone. Full tracking of what you have read so you can skip to your first unread post, easily see what has changed since you last logged in, and easily see what is new at a glance. Email notifications for threads you want to watch closely. Being a part of the oldest wargaming community on the net. If you are already a member then feel free to login now.

I had asked something similar awhile back and was told in a roundabout fashion that the Tigrus Bolters did not sell all that well by themselves while the Umbra Ferrox bolters have been selling like hotcakes even before the bundles.

 mwnciboo wrote:
Unbelievable.

I know right! I can't believe I couldn't get what wasn't offered on the product I bought!


Sure I see no problem in trying for a replacement, but getting outraged and making a thread on how you were 'wronged' on this just seems silly.

In any case this is about moving plastic resign. Which if non of you knows is cheap as it is. I have done casting and mold creating. Forge world has next to no mold costing and casting material is as cheap as it comes. (Forge world actually out sources their casting opening the market for perfect pirating. IE china casts that are in mint/better cast than FW's.)

The simple fact that they couldn't do a stupid swap on the bolters which would cost the same. This suggests the company doesn't have any casting stuff on hand, and they are just a shipping company now. (Hence the poor quality of customer service)

In all reality of a market where your a company and people will throw money at you if you do X, then you do X because that cash money. Not to mention the request so light and insignificant it should have been filled.

I agree with OP in the fact that this is appalling service. Asking for a discount would have been seen as ok as previously said in the thread, but asking for an equal swap on cheap plastic resign.

Not to mention they charge Americans the VAT tax, despite their laws saying they are not allowed to. Which is a big

Do NOT advocate copyright infringement on Dakka. --Janthkin

 cormadepanda wrote:
In any case this is about moving plastic resign.

The simple fact that they couldn't do a stupid swap on the bolters which would cost the same. This suggests the company doesn't have any casting stuff on hand, and they are just a shipping company now. (Hence the poor quality of customer service)

I agree with OP in the fact that this is appalling service....

Company offers discount on standard package.

Customer demands non-standard package but doesn't get discount.

Cue spurious outrage and gratuitous speculation.

I agree with the majority here, doesn't seem to be bad customer service at all :S Just an expectation that the customer is always right, which isn't the case at all.

I think the Op's fault may be in understanding the large scale business model. You are saying you want to buy a box set and therefor the items should be able to be changed out because they come in little plastic bags.

What most likely happens is all the items in the box set are cast together in a single mold, placed in little plastic bags and then put into the "box set" boxes and sealed. The box is then packaged and sent to a shipping facility. When a customer orders the box the shipping facility is routed the order and they ship it to the customer.

What you are asking for is that they essentially either

1) Make a specific box for you and ship it from the manfacturer to you. There is a large cost factor in this in both not using the reduced shipping costs and in recording the information correctly.

2) Send extra models to the shipping facility and ask one of thier workers to correctly switch out the guns to the new guns. Shipping facilities do not normally do this so I'm not sure if it would even be possible. There would also be a large cost involved.

So, now what about your request is reasonable?

Yeah, sorry, I'm agreeing with the majority of the thread - their reply was perfectly fine.

I go into Topshop and take advantage of a special offer - buy a suit, shirt and tie for a special lower price.

But I want a bow-tie, which isn't included in the offer.

I could ask them to bend the terms of the offer, but it's not 'bad customer service' if they say no.

 cormadepanda wrote:
The simple fact that they couldn't do a stupid swap on the bolters which would cost the same. This suggests the company doesn't have any casting stuff on hand, and they are just a shipping company now. (Hence the poor quality of customer service)

This just in!

Forgeworld refuses to replace pieces in a finished retail product for a customer, speculation ensues!

I think the excuse is a bit dubious, how is it 'delivered' to them in a manner they can't alter when Forgeworld is cast on site?

Any smaller company would probably fulfil your request for the custom and goodwill involved. GW isn't a small company.

The customer isn't always right, but it's good practice to serve them as though they are unless it's a real hassle, also meeting customer's need is generally good even if it requires a little more effort, otherwise you get public feedback like this thread. GW in general have a 'our way or the highway' approach and seem quite inflexible regarding the way they sell stuff and it's availability which comes across as very unhelpful. Many miniatures are direct-only but you have to buy randomised samples of them from a range. There's no way to request certain variants or that they give you a good mix, it's just lucky dip. That's pretty poor given the costs of the Sisters of Battle and other ranges.

 Howard A Treesong wrote:

Any smaller company would probably fulfil your request for the custom and goodwill involved.

Maybe, maybe not - it could just as well be their intention that if you don't want what they put into a combo deal, then don't get the combo and buy them separately instead.

We do not advocate recasting or piracy here at Dakka, thank you.

 mwnciboo wrote:
Which once again is more expensive...This is quite simply bad customer service.

A business should adapt to the customers requirements, the Customer shouldn't have to adapt to the business requirements. Especially when the customer is paying full market price.

their attitude is probably that they are the only seller of these products, it is direct only, you cant get it anywhere else, they have complete control over it and that you will cave and give them even more money.

 col. krazy kenny wrote:
My opinion here,just go somewhere else and buy it.Plenty of FW sellers out their. Just go on ebay.Or better yet just dont give your money to GW.PSC and ZVezda always will appericate your money.

Very few GW sellers are selling legitimate product.

Anyhoo, I think this one has run it's course, there seems to be a pretty high degree of consensus here.