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That outcome seems pretty unreasonable to me. I'd probably end up sending passive aggressive emails every time I bout a product, with proof of purchase provided via attachment and a note that said, " This kit had every sprue in it, unlike the Shadowsword kit missing its X sprue I bought from you on xx/xx 20xx and emailed you about on xx/xx, xx/xx, xx/xx and xx/xx 20xx." For the prices GW charge, they should be able to swallow those customer service costs.
Ratius wrote: I bought a Shadowsword kit a while back (and being honest it was a while back - its the old SS/stormlord kit).
On opening it this week (for the first time ) there was a full sprue missing.
So I emailed Gw and got this reply.
Totally accept responsability for not having a receipt/PoP, especially with a kit as expensive as that and not checking it the first time I got it. But on the other hand, it was a fully legit purchase, Im only asking for a single sprue that was missing and my purchase history with GW is vast
Spoiler:
Hi Ian,
I'm afraid we do not keep stock of individual parts and so can't just offer that sprue.
However, if you could give us a bit more information on what parts you need, we can keep an eye out for you if we get one in as a return or some such.
> Hi again Lisa,
>
>
>
> I've had a look for proof of purchase and unfortunately the kit was bought some time ago on an old credit card (its actually the old Shadowsword/Stormlord kit).
>
> Would it be possible to get the sprue without PoP?
>
> I can of course send on pictures of the sprues I have and whats missing (its #5 in this image https://www.games-workshop.com/en-IE/Imperial-Guard-Shadowsword?_requestid=39859 ).
>
> Alternatively I dont mind paying for the missing sprue,
> kind regards,
>
>
>
>> Thanks Lisa,
>> I'll try and get the receipts and photos rtc and send them on in due course
>> Many thanks for the quick reply!
>> On Mon, Nov 7, 2016 at 1:07 PM GMT, Games Workshop UK <uk.custserv@gwplc.com> wrote:
>>> Hello Ian,
>>>
>>> Thanks for your email and we’re sorry to hear about this issue as we strive to ensure that all of our products reach you in the best possible condition.
>>>
>>> If this was purchased from Games Workshop, you can either take product back into your local Games Workshop store, along with the proof of purchase, they will be able to sort a replacement out for you. Alternatively, if you can provide us proof of purchase (receipt, invoice, order confirmation email or line on bankstatement), photos of the damage, together with a full name, address, postcode and daytime telephone number we will be more than happy to have a replacement sent out to you.
>>>
>>> If it was an Independent Trade store simply take it back and they should be able to arrange the exchange.
>>>
>>> I hope that this has been of help.
>>>
>>> Kind regards
>>>
>
>>>> Hi there,
>>>>
>>>>
>>>> I bought an imperial guard Shadowsword a while back and got around to assembling it this week.
>>>>
>>>> However it is missing a sprue specifically the one containing the wheel assemblies parts L1-L8 and R1-R8.
>>>>
>>>> It is also missing parts L9-10 and R9-10.
>>>>
>>>> Would it be possible to get a copy of that sprue or those parts in particular?
>>>>
>>>>
>>>> kind regards,
>>>>
Anyone else found themselves in this situation and how did you go about getting it resolved?
issue I see is when you get product you order always check it out right away to make sure it is complete and such, also it does not help you do not have receipt either, since how can you prove it is not a third party buy which GW probably think it is, as it goes they are not being mean, the fault lies on you for not having a receipt nor checking it when you first bought it.
Thinks Palladium books screwed the pooch on the Robotech project.
Ratius wrote: Which I have acknowledged twice so far in this thread.
The title was tongue in cheek implied by the word "meanies".
Anywayyyyyyyyys.
yeah noticed your comments after i posted mine, which posted from first post then read, the rest of the posts, glad you were able to find a replacement sprue.
Thinks Palladium books screwed the pooch on the Robotech project.