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So i just got off the phone from GW, I had a parcel get lost in the post.

No questions asked, just boom! another one on the way.

Sure they get bad press from their inferior products but I cant think of another company that have given me free replacements, not only on missing orders, but miscasts also.

I think a large number of people will agree that GW Customer Service is very good, for which I also agree.

Yep, GW has always had great CS.

If i wasn't an honest John i could defiantly use this against them. Whats stopping me saying I never recieved my £200 order?

Maybe its different with large money orders, mine was just some new paints and a codex.

In my experience GW and Forgeworld customer service has always been stellar, through various miscast finecast or FW products I have had them replaced promptly. In the most recent example my Renegade guard arms were miscast quite badly, within 3 days I had a second set in my hands free of charge, these however were pretty much merged with the sprue due to what seems to have been a batch fault of some kind. The guy at customer service then said he would have a third pack sent to him, he would check them and then send them on to me.

Another 3 days on I receive a perfect (absolutely flawless) set of Renegade guard arms in a polythene bag since their pack had been opened to check for fault.

The guy on the phone was sympathetic and very helpful.

That said quality control could have prevented the issue, but customer service means I am perfectly happy to shop with them again

FistoftheImperium wrote:If i wasn't an honest John i could defiantly use this against them. Whats stopping me saying I never recieved my £200 order?

Maybe its different with large money orders, mine was just some new paints and a codex.

A few things. Natural human honesty, postal/delivery records and customer tracking software. You can do it multiple times, but we have heard that GW tracks customers who claim losses to watch for abuse.

I've dealt with GW Customer Service twice, and both times were excellent experiences. Though they give us reasons to gripe at times, their customer service really is second to none.

I have to admit, their Customer Support has been superior in the wake of the Fine Cast premier.

I had a sprue of Necron Warriors a few months ago that was missing one of the gun arms. I sent them an email asking for just another gun arm, and they sent me a full sprue of 4 warriors within 2 weeks. No questions asked at all.

So yeah, all other things aside I've been very happy the one time I had to deal with GW directly.

Unfortunately I have always had a large $$$ orders get messed up and have had to send everything back ...

Back in ... 6th edition (i think) i order a large amount of empire foot troops and recieved all knights...

pretre wrote:

FistoftheImperium wrote:If i wasn't an honest John i could defiantly use this against them. Whats stopping me saying I never recieved my £200 order?

Maybe its different with large money orders, mine was just some new paints and a codex.

A few things. Natural human honesty, postal/delivery records and customer tracking software. You can do it multiple times, but we have heard that GW tracks customers who claim losses to watch for abuse.

I can vouch for this. I was unlucky enough to get something like four orders in a row that had something wrong with them, and I got a lot more questions when I was sorting out replacements and such. The last mistake was that they sent me a box of ten Valhallans with nine Valhallans and an Ork Burna arm, somehow. They insisted I return the entire box just to replace the single mistake. I was pretty ticked off by the repeated mistakes at this point, and emailed customer services to have a go at them. The chap who got my email checked with his manager, who sympathised. In the end they sent me out, of all things, a Valhallan heavy bolter team - saying I could use the loader and could have a free heavy bolter to boot. An odd solution, but I was appeased as a customer.

But yeah, don't try it Sonny Jim. They do watch your orders, and too many 'problems' will make them suspicious.