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.

Hi everyone.

So, i bought a Storm Raven a while ago with a faulty part, so immediately i sent an email to customer service to let them know. They emailed me back saying that i should call them to avoid a delay and lenghty email conversation. So a week later i called (i was working shift work during customer service hours) and talked to the representative about the piece that was no good. He said they didnt have any in the warehouse and that they would ship one to me asap. It has been 6 weeks since that call. How long does GW usually take when shipping replacements? Is 6 weeks very common or should i call them up and complain a little bit?

Just call and check the status.

6 weeks is a long time to delay the pleasure of completing a new build, no to mention the fact (i'm sure) that you're itching to grt that bad boy into a game. I'd've given em some polite-but-not-for-long earache by now.

Btw, most GW stores and indys will swap stuff at their location if that is more convenient.

When you have fault models your purchased in a GW stores, bring the whole model in. My experience is they pluck one off the shelf, and give you the parts you need to finish. They are allowed a certain amount of non sale items for defects.

If you purchased from a FLGS, you may have the same experience presenting you with the parts. Its usually faster and less hectic. However, when I had to call GW, I got parts in about 2 weeks which was what I was quoted and what I felt was fair.

Another phone call, act a bit ratty about the wait time being so long. Say you have a tournament soon and this was the centrepiece.

Tell them you expect the piece or a complete storm raven in the post ASAP.

Then if they send a whole kit, buy the replacement from a bits website and have 2 storm ravens?

I had bad track/tread in one of my razorback kits, so I called up GW support and they had a replacement piece out the next day and it showed up via snail mail a few days later.

Granted, I'm not far from TN geographically, and this was before the finecast fiasco, so maybe they're under a greater workload, but, still, six weeks is a pretty long time to be waiting.

I won't lie.. You live in Canada...
Your Customs agents are overly active.

I sent stuff to Canada all the time and unless it is labeled a certain way, they will hold it till the duties are paid.

my friend just got a package that took 30 days to get there, while another package mailed the same day got to Iraq in 7 days...

6 weeks?? You should have pestered them way sooner.

TobyDog wrote:I won't lie.. You live in Canada...
Your Customs agents are overly active.

I sent stuff to Canada all the time and unless it is labeled a certain way, they will hold it till the duties are paid.

my friend just got a package that took 30 days to get there, while another package mailed the same day got to Iraq in 7 days...

It is true that Canadian Customs can be brutal, however, I usually receive items from GW quite quickly. The wait time seems to depend on whom the shipper is. I generally find a much longer wait from individuals than from companies. GW has sent me replacement parts ( correct bases for trolls) in under a week so I think a phone call is definitely in order.

I've had some chassis to my rhinos go defective, wound up just trading them in for a whole new model.

I've had to call for replacements about four times now. I've always had my stuff inside of two weeks. Maybe your luck is just bad this time.

Yeah I have never had any problems getting replacement parts either, GW is atleast decent in that area... for me anyway

I'd just call again and start fresh. Probably some guy hung up the phone with you and forgot to do anything about it.