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Note: This is not a thread for bashing Finecast, I think we're all pretty familiar with it's shortcomings by now. My question focuses more on possible problems with regularly requesting replacements.

Today I bought a Urien Rakarth model, and after looking at his image on the GW site to figure out how he's supposed to be assembled, I noticed the two spikes at the top of his spine had broken off. Because of this, I'm about to send my third request for a FC model replacement in the last month or so. I'm starting to feel kind of bad about contacting them so much, and I don't want them to start thinking I'm crying wolf or trying to scam them. However, I really must insist on better quality, considering the premium we pay for a piece of resin that costs about 20 cents to mass produce. That, and I'm no wiz with Green Stuff.

Has anyone had issues with contacting GW on a regular basis to request replacements?

I would try not to feel bad. You are entitled to the product advertised.

Just got 4 finecast models at my local GW friday (the three new crons and a cryptek) and Szeras's camera small arm was missing the camera hand completely, got a replacement for it as soon as I noticed and shown an employee (I could not green stuff a completely missing appendage) But yes why oh why does forgeworld and finecast have to be so shoddy?

I wish all my models where just plastic instead, would be more then willing to sacrifice the small detail bonus for the reliability and less warping / breaking of plastic.

If the product is flawed you are completely entitled to send it back, especially with how much you're paying for it.

GW after sale service is one of the really good things they have. I just hope they won't change anything.

Aslong as you have photo evidence each time you are asking for a replacement then you should be fine. The only times I could imagine then being annoyed at constant request is if the same person kept asking for replacement with nothing to back up the claim

If GW gets annoyed, GW can suck it up. You are entitled to get what they promised. If GW was a wonderful company that did everything it could to form a close bond with its customers, then i might feel a little bad, yes, but they aren't.

If GW want to spend less time swapping out duff kits, they should spend more time making sure it's right in the first place.

Send everything back, one at a time, if there's anything at all wrong with it.

As soon as they whinge about how much it costs them to replace it all, shout like hell that they brought it on themselves. And made us pay more for the privilige.

Allow me to post a snippet from a post I made in another thread I think is pertinent to your dilema:

... If you do buy finecast, insist on what they promote in their marketing material - a flawless cast. If you don't get that, return the model and keep returning it until you get what they promised or get a refund. If you are UK based, they even have a freepost address meaning that you won't have to pay return postage.

Anything less just excuses a terrible business decision to switch when they are not ready for the scale they are producing at. Also, don't fall into the "But I just need to finish my army, so I'll accept sub-standard casting" mindset - this is not the approach to take. It may feel like a hassle and you don't want to inconvenience the chap/chapess on the other end of the line/counter when you ask for an exchange or refund, but you need to think at the business level not at the individual level - insist on getting what you were promised and paid for - a flawless cast, a fine cast.

I think the only way we are going to get better quality is by making sure they replace every defective product to the point that they have to up quality to reduce costs.

That or they will just raise prices to cover the extra shipping and replacements. I suspect one reason they didnt reduce prices on their "lower cost material product" was to cover the forseen QC issues they are having.

If you're doing it TOO much I suggest keeping a catalogue/evidence of the miss-casts, just in case they think you're trying to screw them and deny you a replacement - as long as you have proof that they screwed up, they'll be breaking the law by refusing you one.

I had the same thoughts as the OP, although I haven't asked for a replacement yet. No GW store in my area so I had a friend pick me up a box of Wracks when he was up north. When I got it and opened it up, I was disappointed to find some minor flaws and a broken arm. I have been struggling about what to do with them. I wasn't sure if GW would request that I take them back to the original store for replacement (which I can't do), if they want me to send them the ones I have (shipping costs would suck if I had to send them to UK), or if they would expect some photo-documentation (easy enough).

I don't know why they even bother with Finecast when the new plastic models look awesome and are pretty durable.

AK-Satchel wrote:I wasn't sure if GW would request that I take them back to the original store

Nope.

if they want me to send them the ones I have (shipping costs would suck if I had to send them to UK)

Never heard of that happening

or if they would expect some photo-documentation (easy enough).

Haven't heard of it happening, but who knows.

The best way to look at it is this:

By returning the product and asking for a replacement GW is being told that their QA process isn't doing their job. The more people that return honestly bad product, the more likely GW is to fix the problem.

However, failing to return the item is telling GW that they don't have to do anything because you, through lack of communication, are indicating that the product is fine. Which, other than the name, it's not.

If it takes 30 models to get it right then someone is finally going to start opening up the packages to see exactly what is being shipped.

On that note I've noticed the local GW store manager will actually open each FC blister (unless the customer declines) in order to verify the quality prior to finalizing the sale. I think he has simply taken the initiative here, which is something I'm happy to see.

Of course I have stopped buying FC myself. Not due to bad casting issues but rather simply due to product durability in greater than room temperature environments.