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I'm working on my Sternguard just now, so I've fished out a Dev Squad Box, but some of the Components seem to be badly cast. In fact, some of the Torso Halves won't even line up vertically. Will GW replace the Sprues?

I have had some models replaced such as an elder falcon, one piece was missing from the kit, so I took it back to the shop and the store manager gave me a whole new kit and let me keep the old one, which was nice. However I once received a broken Games-Day model and they refused to replace it as I inquired by email. If you have already made the models then I don't know, but always worth a try. Take it back to the store you bought it from, they are more likely to replace if it was a GW Store, not just a modelling store that sells GW products (they'll probably point you in the direction of the email complaint).

Thanks for the Reply! Some of the Components I've already used, so they're not all on the Sprue. Maybe 20% are left. I don't know whether they'd see it as significant. One wonders how GW can afford to go replacing Kits here, there and everywhere, when those of us with a devilish streak - I wouldn't dream of this, by the way - could always clip off a Piece, and take the rest to GW and complain about the missing one.

Naughty thoughts aside, though, I don't know whether I should chance it, or just deal with it.

I bought a SM Battleforce, and the Rhino was miscast: essentially part of the side armour was missing, about a 2cm wide strip including parts which held the tracks on. I spoke to the guy at the local GW, and he said it's fine to replace it as long as you provide a receipt. I assume that your GW will let you do the same.

I don't have a receipt, though. I purchased them some time back, and didn't think to keep it.

Just call GWs 800 number. Have the box the kit came in handy as theyll ask for the lot munber on the side of it.

Ive only had two problems in my years of collecting.

I had a landraider where the 'axel' for the sponson lascannons was warped too much to actually use properly, so I called. They shipped me out an entire new LR kit right away.

Recently, I bought a box of the new killa kans and it was missing one of the three bases. One phone call and I was shipped a three pack of bases.

GWs prices may be high, but the customer service has always been beyond excellent for me.

Edit: They asked if it was purchased at a GW store, but I live nowhere near one, so I buy from a FLGS. If you bought at a GW store they may send you back there.

More of the same, but...

I just picked up a box of Dark Reapers, and one whole reaper was missing. I called the 800 number and I had a whole new box in 4 days. That's on top of the original box, which they never even asked about, great customer service. I'm sure your problem will be quickly handled.

The one thing Gw does an good job on is customer service...

Maybe they could help out Forgeworld

Fifty wrote:Maybe they could help out Forgeworld

Here here. I got a Hydra Flak Tank with a realy miscast gun and contacted forgeworld by email and even sent them a photo of the part and i herd nothing. Ive now scratch built my own gun to replace it with.

Call them instead of email.

In the UK they have to replace miscast/defective parts, and it's easier for them to replace whole kits than fiddle around breaking up sprues for replacement parts. Also, the defective part is useless to them, and would just end up in the bin anyway, so they've obviously decided to let people keep them instead of adding to the landfills.

Saying all that though, a lot of companies still have bad customer service despite being bound by the same law, so well done GW for being awesome

My buddy Jim called to complain about his new Furioso Dreadnought, half the pieces looked like they had melted... and they were metal! He had a new one shipped within a week. Then he called to report his Astorath the Grim's power axe shaft was half gone, and he had another one within a week.

Their service department is really, really, good. Most of the time, they will ask for the lot number off of the box, so dig up that box and call!

Ive 2 instances, one was a missing Champion head from the SM command squad, then other a really warped top hull piece of a Land Raider, both replaced with a phone call. Kinda felt douchey tho as they were like a week apart.
I had a base missing from 2 blister packs and some a few backpacks that had holes that I didnt bother with however, I'd rather not have on my profile that I call like once a month.

Couple of times in the distant past I've had miscast 'blobs' on sprues and GW have sent out new kits, and FW have twice sent me a wrong piece and shipped out a replacement telling me to keep the wrong one - wrong dread arm in one instance and a dread arm instead of a cadian upgrade pack.