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So, I picked up a metal Astoroth the Grim, to lead my Blood Angels to utter and total victory over the enemys of mankind, etc., etc.. Get the little bugger home and release him from the confines of his blister pack, only to dicover that some stupid git had bent his hand/ax bit to a 90 degree angle before putting it into the package. Undaunted by this dicovery, I carefully bent it back into it's proper position and glued it in place, only to have it break off completely while primering it (Believe it or not, the spray primer/wiggling/whatever was too much for it)!! Now I'm not sure what level the rest of you consider your modeling skills to be at, but I like to think mine are pretty good. That being said, I decided that perhaps, if the mini gods would look favorably on me, that I might be able to drill & pin this back together. BOY WAS I WRONG! the bendy-bendy had weakend the material to the point that it just fell apart as I tried to drill it out with my pin vice. It was looking like I would have to break out the green stuff and have at some sculpting to get this guy back together. It was at this point that my darling wife said, "Why don't you just call GW and tell them you need a new part for it. It's not like you screwed it up." sooo....

I called GW customer service. My call was answered by a very polite young man, who upon hearing of my dilemma, said that they would be happy to take care of this. After a few questions as to where I purchased the item in question, etc., he made sure my mailing address was correct and said that I should see something in the mail in a week or so. 3 days later, a box arrives in the post, I open it up and there is a brand new Astoroth in finecast! All I wanted was the hand/ax part.

With what seems like the majority of the on-line community having a melt down over price increases, finecast, and anything else GW is doing, I thought it was great that they sent me an entire new model, just to replace one bit. I believe in giving credit where it's due and GW did good by me on this one!

Glad you got what you needed. To be fair, I don't think even the most rabid anti-GW attacker has ever claimed that GW's customer service is anything less than exemplary. Its one of the (few IMO) things they do get right.

Nice story, bet you're thrilled to have theose extra Atorath wings, lucky bugger.

After buying some finecast for a friend's birthday maybe I should call and see if they're willing to send me back my balls in finecast for what I paid.

On a side note, You're in West Palm. Do you ever make the trip down to Tate's in Broward for warhammer/40k/warmachine Sundays?

Nobody has ever questioned GW customer support. It's about the only thing they always get right, they always replace defective things, you're reacting like it's a miracle.

GW is good with this sort of thing. They have been doing this for many, many years. This is the only thing GW does right, and that is their customer service. It is pretty much spot on and perfect.

Enjoy your sugar coated turd!

That said - working in GW Customer Support must be a tough job with everyone complaining to them all day about things they have no control over.

Take it easy on your poor GW Customer Care Rep!

GW really does have a great return policy. I have had two issues with things I ordered directly from them and they took care of it without a hassle both times.

No, no, no... you're doing it all wrong... your supposed to gripe and complain about what GW does, not praise them!

<Heavy sigh>... noobs....

filbert wrote:Glad you got what you needed. To be fair, I don't think even the most rabid anti-GW attacker has ever claimed that GW's customer service is anything less than exemplary. Its one of the (few IMO) things they do get right.

Agreed, although if you go buy what others have been reporting then it seems maybe GW CS is becoming a little bi-polar. This does help reinstall confidence though.

DaNewBoy wrote:No, no, no... you're doing it all wrong... your supposed to gripe and complain about what GW does, not praise them!

Because there's no such thing as objectivity, everyone's just a mindless god damn hater. Get out, please, stop trying to stir up trouble in a perfectly fine thread.

DaNewBoy wrote:No, no, no... you're doing it all wrong... your supposed to gripe and complain about what GW does, not praise them!

Because there's no such thing as objectivity, everyone's just a mindless god damn hater. Get out, please, stop trying to stir up trouble in a perfectly fine thread.

Sorry, I'm still a little frustrated by other "discussions" going on right now. It just gets annoying how it feels like you can never say one positive or negative thing about GW without being either a fanboy or hater.

But yeah, I've literally never seen a single negative thing said about GW's customer service policies, that one facet of their business has been almost nothing but praise. Only recently have I just started seeing people post about GW suddenly changing that policy in regards to the Finecast products, but until I find out for myself I'm not going to be making any judgments.

GW does good on replacing broken parts not because they are nice, but because they have to.
Or else everyone can sue them for selling defective product ( which most actually are ROFL )

Not a miracle, atleast we arnt asking for extra compensation.

LunaHound wrote:
GW does good on replacing broken parts not because they are nice, but because they have to.

LOLOLOLOLOLOL

Yeah, not every company has to. There are a few companies who don't practice this policy. I had a damaged PP Renegade (The weapon arm was missing the arm to connect it to the shoulder-bit) and I didn't get a new model, much less a spare part. While I'm sure PP has a great returns/damage policy, and keeping in mind that this was just one negative experience, I'm just putting it out there that, honestly, this was a pretty sweet move on GW's part.

Sidstyler wrote:Sorry, I'm still a little frustrated by other "discussions" going on right now. It just gets annoying how it feels like you can never say one positive or negative thing about GW without being either a fanboy or hater.

But yeah, I've literally never seen a single negative thing said about GW's customer service policies, that one facet of their business has been almost nothing but praise. Only recently have I just started seeing people post about GW suddenly changing that policy in regards to the Finecast products, but until I find out for myself I'm not going to be making any judgments.

I completely agree with the above. Not everything's black and white. For me, GW was wrong in getting rid of all of the SoB boxed sets, but resurrected the Dark Eldar beyond my expectations.

Deep Throat wrote:

Sidstyler wrote:Sorry, I'm still a little frustrated by other "discussions" going on right now. It just gets annoying how it feels like you can never say one positive or negative thing about GW without being either a fanboy or hater.

But yeah, I've literally never seen a single negative thing said about GW's customer service policies, that one facet of their business has been almost nothing but praise. Only recently have I just started seeing people post about GW suddenly changing that policy in regards to the Finecast products, but until I find out for myself I'm not going to be making any judgments.

I completely agree with the above. Not everything's black and white. For me, GW was wrong in getting rid of all of the SoB boxed sets, but resurrected the Dark Eldar beyond my expectations.

While in practice we should balance the positive and negative aspects of GW in any argument, if you see my custom tag, I cannot reasonably support having a healthy debate about the positive aspects of GW.

Heh. Right now most of the DCMs and Mods have changed their custom titles to make fun of GW.

I commonly do this to GW whenever I order stuff from them online.

"Yeah..huieuhue...this Gorthor spear was bent all the way to the point of breaking, I was wondering if I could get a replacement."

Little do they know, it was perfectly fine.

so, you are saying you lie to get free stuff from the Evil Empire?

Dude... low class..

porkuslime wrote:so, you are saying you lie to get free stuff from the Evil Empire?

Dude... low class..

^This^

I only hope my GW Customer Service results will be as positive... I have a Canis Wolfborn "Finecast" on its way to me.

All this 'it's the only thing they do right' is just as bad as the mindless whinging.

Lunahound, I'm particularly disappointed by your bandwagoneering. They support their product because that's how you do business, not because they 'have to'.

The whole way they've handled Finecast exchanges has been above and beyond IMO. The stores in my area were allowing returns of the old metals in exchange for new figures, so long as you paid the price difference. I even asked what they were doing with the metals and they just shrugged and said they had to send them back. So effectively, they were taking the exchange at a known loss.

Arctik_Firangi wrote:All this 'it's the only thing they do right' is just as bad as the mindless whinging.

Lunahound, I'm particularly disappointed by your bandwagoneering. They support their product because that's how you do business, not because they 'have to'.

Well if they dont , they get sued.

And then we get the GW is so nice we get to keep the left over stuff.
Well, a broken piece only costs like less than $1 to replace , even the shipping itself costs more than that.
So of course we get to keep it.

This isnt bandwagoning , i just see GW have reasons to serve us, not like they are all of a sudden god send charity to us.

GW only has to replace or refund damaged or unwanted goods at no expense to the customer under (UK) law. One assumes that this us then used as a global minimum standard since they will ultimately held to boot against this.

The fact that they go above and beyond this, in replacing without question (usually) and letting the custome keep the defective parts is what deserves merit.

Having experienced this first hand (a free boxed set of 10 Epic LRs when I was missing only one turret!) I also have to say they are very good.

notprop wrote:GW only has to replace or refund damaged or unwanted goods at no expense to the customer under (UK) law. One assumes that this us then used as a global minimum standard since they will ultimately held to boot against this.

Its not a minimum standard, it is also Law in countries of the Commonwealth, as our Law is derived from your Common Law.

They did not make a business decision to be "nice", they do it because Contract Law requires it. If they provide a defective product - that is, a product which does not meet the requirement to fulfil their obligation as a seller in the transaction - the contract is not complete until they do so.

Hence, I have challenged my local GW to provide me with a flawless Canis Wolfborn, or I will not accept it. Before you protest, I am well within my legal rights to make this demand as the item being purchased under the contract of our transaction is advertised as "the best resin models in the world"... and I had better get a damn perfect cast.

GW appears to have painted themselves into a corner.

AvatarForm wrote:
Hence, I have challenged my local GW to provide me with a flawless Canis Wolfborn, or I will not accept it. Before you protest, I am well within my legal rights to make this demand as the item being purchased under the contract of our transaction is advertised as "the best resin models in the world"... and I had better get a damn perfect cast.

GW appears to have painted themselves into a corner.

Given that Canis Wolfborn costs £30 over here, never mind what it costs in Oz, I would think it a pretty smart move on your part to do so. If I am paying that much money for a single figure, then it should be flawless.

People who continue to call in with defects will eventually have to, at their cost, send the defective models back. The GW customer service reps check the accounts and get to know the customers pretty well.

Part of the high cost of GW models goes towards the replacement policy.

That's what I figured, which is why it would be pretty hard to really take advantage of the system, because they're going to know something's up if every other time you buy a kit it's supposedly flawed.

Although with Finecast, that's exactly what's happening, some people keep getting flawed models. Some of them are even obvious, you can check through the blister window and see it before even taking it home.

Years ago I ordered ~ $250 in orks from GW's site and it got lost by UPS. When I called GW CS they sent a replacement, no questions asked, no him hawing, nothing. They could have given me the run around or completely told me to piss off since I didn't get insurance on the shipping, but they didnt.


3 weeks later the original order showed up

filbert wrote:

AvatarForm wrote:
Hence, I have challenged my local GW to provide me with a flawless Canis Wolfborn, or I will not accept it. Before you protest, I am well within my legal rights to make this demand as the item being purchased under the contract of our transaction is advertised as "the best resin models in the world"... and I had better get a damn perfect cast.

GW appears to have painted themselves into a corner.

Given that Canis Wolfborn costs £30 over here, never mind what it costs in Oz, I would think it a pretty smart move on your part to do so. If I am paying that much money for a single figure, then it should be flawless.

filbert, why haven't you joined bizarro Games Workshop yet along with the rest of the DCMs?

Karon wrote:I commonly do this to GW whenever I order stuff from them online.

"Yeah..huieuhue...this Gorthor spear was bent all the way to the point of breaking, I was wondering if I could get a replacement."

Little do they know, it was perfectly fine.

One of the reasons they have to raise prices...

Good Job, thief.