Forum adverts like this one are shown to any user who is not logged in. Join us by filling out a tiny 3 field form and you will get your own, free, dakka user account which gives a good range of benefits to you: No adverts like this in the forums anymore. Times and dates in your local timezone. Full tracking of what you have read so you can skip to your first unread post, easily see what has changed since you last logged in, and easily see what is new at a glance. Email notifications for threads you want to watch closely. Being a part of the oldest wargaming community on the net. If you are already a member then feel free to login now.

Hello,

I tried to add this to the existing topic but is locked and I did not see it else ware.

So My gamers edition arrived today but it came with 2 copies of the rules when I called GW customer service he said there was a miscommunication that the book came in the box with the case so a separate book was sent.

When I asked how do I return it he said don't worry keep it as they are not requiring people to send it back.

Mond

Holy Mother of Nurgle! They told you to keep £45 worth of merchandice for free? When all it was was a communitication breakdown? Are you having us on? This is GW. I know they have excellent customer service but if the company is just giving things away I want free stuff too!

Best bet is to sell it on! I take it it is mint condition so you'll probably get good money.

Well, that was nice of them! Maybe its the same shenanigans with the finecast stuff I got, they told me to keep my faulty stuff.

Free and GW in the same sentence?

Wot?

GW never makes people send stuff back or charges them extra for such things, whatever other issues they have, their customer service/orders/etc is generally *very* good.

Yup, that's the one thing GW have been consistently amazing on in every instance of it I can think of hearing about.
Mondamoto - I'm sure if you ask nicely someone on these very forums will take it off your hands for a discount price...
http://www.dakkadakka.com/dakkaforum/forums/show/11.page

Well I just posted something similar to this about missing 3 gun drones in a xv8 team box so they just sent me a whole new box the 3 suit team for free and all I wanted was the 3 gun drones and they aren't making me send my stuff back.

The guy I talked to was super nice and their customer service is actually amazing in my opinion and this really is something games workshop does really well is make their customers happy if a mistake is made.

I want it...buy it...trade it....
sweet deal, thats crazy good

With my luck they wouldn't have given me a book at all let alone two of them lol

chiefbigredman wrote:
Well I just posted something similar to this about missing 3 gun drones in a xv8 team box so they just sent me a whole new box the 3 suit team for free and all I wanted was the 3 gun drones and they aren't making me send my stuff back.

The guy I talked to was super nice and their customer service is actually amazing in my opinion and this really is something games workshop does really well is make their customers happy if a mistake is made.

If that were true we wouldn't have a thread every week asking if GW is going.down the drain, or to bash theirpractices.

However; they are renowned for their Customer Service helpline. I've only every heard of them doing the "Keep it!" line with smaller pieces like damaged finecast/missing pieces, or extra pieces/models. They say keep the old parts or extra things and usually replace the entire miniature, or at very least send you the bitz free of charge.

That said, this is different where you have an extra rulebook for free which is quite a lot of money compared to a single Finecast model or afew bits. And the fact you offered to send it back too.

This makes me think
A) Customer Support gets no love from up top, are ignored and left alone and hate the bosses, so screw them over at every chance they get.
B)GW currently have not figured out how to get the stuff sent back while having the customer payi.g for the shipping.
C) They have not been successful in forcing people to keep the extra stuff AND pay for it.

Or, slight variation on A - the people in Customer Support are largely left to their own devices, but rather than being embittered...they want to keep their customers happy. Which is...you know...their job...

 Super Ready wrote:
Or, slight variation on A - the people in Customer Support are largely left to their own devices, but rather than being embittered...they want to keep their customers happy. Which is...you know...their job...

Which they manage very well usually. Never had any problems with their CS.

 Super Ready wrote:
Or, slight variation on A - the people in Customer Support are largely left to their own devices, but rather than being embittered...they want to keep their customers happy. Which is...you know...their job...

How is that different to what I said? :lol:

I was shocked as well when he said keep it but like other said there customer service is 2nd to none. By the way the case is really nice seems solid I just wish I got 2 of those as well.

 Deadshot wrote:
How is that different to what I said? :lol:

Not that different in end results... but I wanted to point out that service teams don't usually need a reason like butthole employers to want to make customers happy. ...I'm among them.

If anyone recieves an extra book, let me know, I'll buy a spare off of you!

 Deadshot wrote:

chiefbigredman wrote:
Well I just posted something similar to this about missing 3 gun drones in a xv8 team box so they just sent me a whole new box the 3 suit team for free and all I wanted was the 3 gun drones and they aren't making me send my stuff back.

The guy I talked to was super nice and their customer service is actually amazing in my opinion and this really is something games workshop does really well is make their customers happy if a mistake is made.

If that were true we wouldn't have a thread every week asking if GW is going.down the drain, or to bash theirpractices.

However; they are renowned for their Customer Service helpline. I've only every heard of them doing the "Keep it!" line with smaller pieces like damaged finecast/missing pieces, or extra pieces/models. They say keep the old parts or extra things and usually replace the entire miniature, or at very least send you the bitz free of charge.

That said, this is different where you have an extra rulebook for free which is quite a lot of money compared to a single Finecast model or afew bits. And the fact you offered to send it back too.

Wait are you saying you don't believe that they are sending me a new box of stuff without having to return it? :p

The rulebook cost $90 Canadian which I agree is a lot of money for something you have two copies of but its good you offered to send it back.

semi off topic...the rulebook is $90 bucks and a crisis team is $80 and on my thread not to many pages back a guy got his land raider replaced and kept his other one so again a $90 model.

Gamesworkshop is really good at fixing problems and being generous when mistakes are made (I know sounds outrageous but it's true) :p

Oh no, I believe you on the models bit. They are renowned for that. I just wasn't expecting it with a gaming product like a rulebook.

Oh ya that makes sense, they probably just don't want the customer to ship it back because then the product wouldn't be "new and unused" which might mean they couldn't sell it if it was sent back

Handling returns is painful - as pointed out they would bear the cost of shipping, would have to check it isnt damaged before reselling, etc.

Or, just "keep it" and add it ot the cost of sale calculation. Better customer service for minimal outlay.

Forgeworld are also a brilliant bunch - got a couple macharius vulcans (VMB = the sex) and one had a horribly "melted" looking hull. Rang them up, they DID ask for it back but only so they could, and I quote "hit the QC people over the head with it" and promptly (as in, at a point when it was back ordered to feth bumped orders back to fulfil mine...) sent me

TWO

replacements. To say sorry.