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I'd like some input on this. It's a pretty short story, I'm just curious what your opinions are on this.

On October 1st I ordered one of each of the two rhinox cavalry models, and a thunderlord. A few weeks later they arrived, and I noticed that the packers had shipped me two of the same rhinox. Ok, no problem, I call forgeworld, email them a snapshot, and they tell me that there was a packing mistake. It also turns out that during the creation of the warhammer forge website, the two rhinox models were mislabeled, (if you check now, they've actually put up new pictures for the rhinox cavalry to correct that mistake). Their solution is to send me *two more* rhinox, one of each, to ensure that I am sent the correct model.

Yesterday the modes arrived, and the model I have been waiting for arrived with unsalvagably miscast teeth - they look like squashed, melted putty and they're smeared up and across the lips. If it were any other part of the model but the face, I wouldn't care, but this is really the focus of the miniature and I don't think I can use it.

I plan to contact forgeworld again, but I wonder if I'm asking for too much. I've been given two free models already, albeit not the models I've asked for. They've been very accomodating, but I wonder if I'm going to exhaust their goodwill.

Should I even bother? Anyone else have similar stories of Forgeworld customer service?

And anyone want a rhinox with serious dental problems?

Well, from a customer service point of view they were sending these models to apologise for their mistake.

I'm surprised they didn't check them over before they sent them, seeing that it was for a customer complaint.

Give 'em a call.

Nothing wrong with contacting them again because you still haven't received what you paid for. Don't feel you owe them anything and it's not a matter of goodwill on their part. They should supply you with what you bought or refund you.

I'm sure there will be no issues if you contact them again. They might ask you to return the damaged ones in which they should cover your postage costs.

Yup - don't settle until you get what you paid for. If your conscience is twitching, you could always return the additional models.

Call them and see what happens. Indicate you need them to fix their mistake, still

Yeah, keep at them until you're satisfied. And don't be afraid about asking, not only is it your right, but both GW and FW are usually pretty good at this customer service lark.

Medium of Death wrote:Well, from a customer service point of view they were sending these models to apologise for their mistake.

Actually, they were sending them in an effort to ensure that he got what he ordered. he got to keep the initially sent models as way of apology.

I say keep on 'em until you get what you paid for. Extras be damned.


Eric

Call them and explain the problem.

Offer to send the deformed model back to be replaced.

Typical Forge World tomfoolery really.

Call em and complain, they'll get china to cast some more and straighten it all out.

Necroagogo wrote:Yup - don't settle until you get what you paid for. If your conscience is twitching, you could always return the additional models.

Exactly what I was going to suggest.

Egad, I don't know... 2 free rhinox is pretty good already...

Not sure what I'd do in your case, honestly! If you end up with 6, it's going to be highway robbery (not that I see anything wrong with it, I just don't know if I could bring myself to ask for another set)

Howard A Treesong wrote:Nothing wrong with contacting them again because you still haven't received what you paid for. Don't feel you owe them anything and it's not a matter of goodwill on their part. They should supply you with what you bought or refund you.

I'm sure there will be no issues if you contact them again. They might ask you to return the damaged ones in which they should cover your postage costs.

This is exactly what you should do.

I've yet to have them ask me for damaged stuff back, so long as you provide photographic evidence and a batch number that matches up to their records.

I too would contact them again. They were overly generous, but they failed to fix the problem. If you feel this will negatively effect your karma, offer to mail back the extras.

Let us try an analogy.

Hello Dakka Dakka,

I was really hungry, so I went to McDonalds to get a Chicken Sandwich and a Cheeseburger. When I got home and opened the bag, I realized they had given me 2 cheeseburgers. I called them, and they said sorry, our bad, come back and get the right food.

When I went back, they had put 2 chicken sandwiches in the bag. Unfortunately, there were no buns for either of the chicken sandwiches.

Should I bother them again?

The answer, as others have said, is yes - yes you should. You paid for X, it doesn't matter how much of Y or broken X you got.

dumbuket wrote:Anyone else have similar stories of Forgeworld customer service?

Heh, heh. Yeah, a few.

Have to go along with what everyone else is saying. Give them a call. You don't need to be a jerk about it, mind you, but you did pay for product X and they haven't delivered.

The other side of this is that if you don't tell them there were miscasting issues, then they're going to think everything is fine and you're another satisfied customer. And I'd like to believe they really are keeping track of which batches are having miscast issues.

This exact thing happened to me as well. Fortunately, I ordered through the Seattle Battle Bunker so they'll handle the issue for me. Still, I'm getting tired of the wait.

Edit: The bunker called last night and said they had my Rhinox in. I'll drop by today and see if they finally got it right.

Just an update. Ead from forgeworld told me that they were going to replace the model on the 1st, and instructed me to expect a confirmation email the next day. They said the model would arrive before the weekend of the 5th. When neither of those things happened, I called again and got the same story, only this time the model would arrive before the 12th.

I called them for the last time this morning and told them not to bother sending it if it wasn't in the mail already. Is it weird that I'd rather not get the model and not still have this up in the air?

Did you still not get what you paid for? Yes it is odd that you let them keep your money without getting what you wanted.

dumbuket wrote:Just an update. Ead from forgeworld told me that they were going to replace the model on the 1st, and instructed me to expect a confirmation email the next day. They said the model would arrive before the weekend of the 5th. When neither of those things happened, I called again and got the same story, only this time the model would arrive before the 12th.

I called them for the last time this morning and told them not to bother sending it if it wasn't in the mail already. Is it weird that I'd rather not get the model and not still have this up in the air?

Yup, that's our Ead. I wouldn't be too surprised if the model shows up in four months via UPS express.

dumbuket wrote:Just an update. Ead from forgeworld told me that they were going to replace the model on the 1st, and instructed me to expect a confirmation email the next day. They said the model would arrive before the weekend of the 5th. When neither of those things happened, I called again and got the same story, only this time the model would arrive before the 12th.

I called them for the last time this morning and told them not to bother sending it if it wasn't in the mail already. Is it weird that I'd rather not get the model and not still have this up in the air?

Out of curiosity, where do you live?

It usually will take 7 days, including Saturday and Sunday, for a piece to reach me here in Raleigh, North Carolina. If it's taking longer than that and you're on the East Coast--it might be getting held up in Customs.

Kanluwen wrote:

dumbuket wrote:Just an update. Ead from forgeworld told me that they were going to replace the model on the 1st, and instructed me to expect a confirmation email the next day. They said the model would arrive before the weekend of the 5th. When neither of those things happened, I called again and got the same story, only this time the model would arrive before the 12th.

I called them for the last time this morning and told them not to bother sending it if it wasn't in the mail already. Is it weird that I'd rather not get the model and not still have this up in the air?

Out of curiosity, where do you live?

It usually will take 7 days, including Saturday and Sunday, for a piece to reach me here in Raleigh, North Carolina. If it's taking longer than that and you're on the East Coast--it might be getting held up in Customs.

I'm east coast, near NYC.

I'm sick of waiting and kind of bored with ogres. I'd be more persistant if I actually wanted the rhinox anymore. I think I've learned my lesson with forgeworld.

Then Customs is the only thing I can think of keeping it, because if Ead says he shipped something--he shipped it.

Oh Ead hasn't told me that he's shipped anything, he's said that he's *going* to ship the models.

dumbuket wrote:Oh Ead hasn't told me that he's shipped anything, he's said that he's *going* to ship the models.

If that's the case, then I'm surprised it hasn't been shipped. I will say though that on Friday->Saturday they were out of the office, as they were at IPMS Lenton and didn't get back till early morning Monday.

fire4effekt wrote:Call em and complain, they'll get china to cast some more and straighten it all out.

China? Sorry to pick this up after so long, but i do hope your not saying they are cast in China.

Paul wrote:

fire4effekt wrote:Call em and complain, they'll get china to cast some more and straighten it all out.

China? Sorry to pick this up after so long, but i do hope your not saying they are cast in China.

Actually, last news I've heard, forgeworld has been producing parts in China

Mewiththeface wrote:

Paul wrote:

fire4effekt wrote:Call em and complain, they'll get china to cast some more and straighten it all out.

China? Sorry to pick this up after so long, but i do hope your not saying they are cast in China.

Actually, last news I've heard, forgeworld has been producing parts in China

Wasn't part of their financial report about how Forgeworld has all been brought back to Nottingham, including production?

Mewiththeface wrote:

Paul wrote:

fire4effekt wrote:Call em and complain, they'll get china to cast some more and straighten it all out.

China? Sorry to pick this up after so long, but i do hope your not saying they are cast in China.

Actually, last news I've heard, forgeworld has been producing parts in China

They did for a little bit--but found the facilities to be "not up to ethical standards" from what I recall.

Aye, thats what i heard was production was moved to china. this is the first ive heard of it going back to england.