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two stories:

Recently got a Sammael figure - couple months ago - to go with some DV DA I got cheap. Sword super-bent (like 180 degrees, like a fun noodle) and some pitting/bubbles. Emailed GW customer service a picture and and was told to buy some liquid greenstuff to fill the pitting and to heat the sword and bend it back in place.

About a month ago, my buddy Kevin ordered a Lizardman BB team (metal) and needed to buy something else to get it over $50 for free shipping. He got some Necron upgrade pack for some Necron unit (I don't know Necrons that well). He got it in the mail and the gun barrels were bent at 90 degree angles. He tried bending them straight but snapped one. He called GW cust svc and was told because he broke the barrel they would not replace it.