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Here's the skinny: I bought a C'tan Shard of the Nightbringer, it was missing an arm, I returned it to the independent FLGS I purchased it from, they sent it back to GW for a replacement.

That was two months ago.

My question for you is: have you ever bought an incomplete/miscast model that required a replacement, if so, how long did it take for the replacement to come through?

I have had a few miscasts in models that I have purchased, but I have never returned said model to the store, I always call GW directly and they usually send a replacement within a week.

I phoned for a replacement Vargulf torso, and after a month, didn't get anything. Called back, and the monkey forgot to put it in the system. They corrected it and I got it within days.

Sounds like this happened. Go back to the store and ask.

Apparently, the guy at the store has contacted GW a few times already.

That is strange. I have only contacted GW directly for replacements and they have always sent me out a replacement part when I have called them... (the two times I have had to do it that is)

If you take it back to the store you bought it from, there is absolutely no reason for them to not give you a replacement on the spot.

They can send the faulty one back on their own time, not the customers'.

Unless of course that is the only one in stock they had and with GW's time table for casting or doing a run of models well you can twiddle those thumbs a bit longer. It took me 4 months to get a full squad of Psykers for my guard and even then I only fielded them once before my brother's dog destroyed ALL of my tanks.... But I digress.

I had several thousand son armor pads missing from an order and contacted GW directly. I had new pads posted out and in my hands after four days.

 BunkerBob wrote:
Unless of course that is the only one in stock they had and with GW's time table for casting or doing a run of models well you can twiddle those thumbs a bit longer.

In which case a refund should have been offered.

Same as others, called GW, described missing part, few days later it was in my mailbox.

JWhex wrote:
Same as others, called GW, described missing part, few days later it was in my mailbox.

This is my experience as well. Wood elf dragon came with two left wings, no right one. Quick phone call and a few days for the mail and I was set. They even tossed a few extra bits into the box as a sorry.

This was years ago, but every time I have had to deal with GW's customer service it has been a fast and plesent experience.

I've always gone into my local GW where I bought it if there's something like that wrong. Their usual response is to give me what's missing on the spot. They've regularly taken things off the shelf, opened it and inspected the contents to make sure everything's fine with it, and then just handed me that, even if it's more than what was missing.

One time it was a little weird. I'd bought a metal Dragon-Ogre cause I thought it looked cool, and it was missing a hind leg. I went back to get a replacement part, and the guy asked which leg it was. I told him, and he went and opened up a big drawer under one of the gaming tables, looked through some extra bits lying there, and found the legs I was missing, just sitting there, loose. Seemed bizarre, like that Numb3rs episode where the math guy is looking for a comb to demonstrate something on the spot, and they ask a passing bald guy if his partner has a comb in his desk, and the bald guy pulls out a comb from his inner breast pocket of his suit, hands it to them, and everyone's like, "What the heck? Why does he have that?" But then, the guy's been known to pull all sorts of random things from his pockets, including a USB cable.

One that was actually miscast which I should have gotten replaced but never got around to sending GW an e-mail about, was a Death-Cult Assassin who came with a blade where the mold didn't completely fill. I probably would've been more motivated to request a replacement if I actually needed 6 of them, but I was only going to use 5, and I had 5 complete ones, so I never bothered. That was like two years ago or something.