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I bought a StormTalon on Saturday from a GW store.

All sealed, full price. Got it home and one of the skyhammer missile fronts is missing. The rest of sprues are perfect no miscasts or other pieces missing just the one bit neatly cut from the sprue!

I have emailed GW but has anyone had this before? I have had miscasts and warped bits but never a missing bit with flash where it should be attached.

You are totally covered! Call GW Customer Support at 1-800-394-4263 and tell them what happened. They will take care of you.

This happened to me a month or two ago. I bought a box of space marine scout snipers from a local hobby shop and there was a pair of goggles missing. Who knows where they went (could have broken at GW or blew off and out of the box when I opened it and not found). They asked for some details about what was missing, when/where I purchased it from, and then my address to send a new part to me. After my experience I went from distrusting GW (due to all the price hikes and slander I read on the interwebs) to realizing they really do care about the customer and provide good customer service.

Just take the kit back in to the GW store an they will exchange it for you

Darkenwood wrote:
Just take the kit back in to the GW store an they will exchange it for you

Don't!

I had the same with my land raider. I emailed GW, and included my adress. I got a free new LR sent to me

Call their customer support line.

I just had an issue with a Finecast box and they replaced it free of charge.

For all the complaints against GW, their customer support is off the chain.

I can't take it back, I was in Yorkshire (I live in Kent) and I am back home now.

Plus, I have put it together!

I emailed UK Customer support, I am sure I will get a good reply, I was more curious as to whether anyone else had ever seen such a weird thing than to moan about GW!

One time they forgot the 'B' sprue in a Devilfish I bought. Went back to GW, they opened one up and gave me the sprue and even the drones within for free. I asked what they'd do with the rest, they said they'd just use it for scenery or bitz it up at some point.

Their customer service is actually the best I've ever experienced, even if their prices and aggressive sales tactics are madness.

Yeah, it's not that uncommon. Parts can get knocked off the sprue during the packing process. You'll also sometimes get one where the mould just hadn't quite filled, and so a part of the sprue will be incompletely cast.

 insaniak wrote:
Yeah, it's not that uncommon. Parts can get knocked off the sprue during the packing process. You'll also sometimes get one where the mould just hadn't quite filled, and so a part of the sprue will be incompletely cast.

This is one of the elements GW never gets praised for. Very rarely do they refuse to replace missing items from any of what they sell.

There customer service does match up to there prices.

Expensive but if it goes wrong you are pretty much covered

Don't Email. It takes time. Call the 1 800 number or what ever you guys have in Europe.

I really wish GW customer support sucks. Only reason I stick around. They are Awesome. I have no fear of buying a GW product now, since if anything goes wrong they replace it.

I called 4 times. 1 for missing pages in Space Hulk. They gave me the missing pages. 2 missing a small fin from my Venomthrope. I just called to say Quality Control was a bit off, and they replaced my Venomthorpe without even asking for it. 3 I snapped my staff on an overlord from fine cast. I called again to say QC was off. I was told to put it in hot water, no replacement since I didn't ask for one. 4 My Tyranid Limited
edition codex with only being read 3 times, warped and the black paint flaking off. Replaced.

So you should ALWAYS CALL, customer support. Pay a premium price, so we should be getting a premium product.

Say what you will about GW, GW at least puts their money where there mouth is.

I must admit, their customer service is undescribeably awesome. It's unfortunate people ignore such a thing when they go to pewp on GW

 Scipio Africanus wrote:
This is one of the elements GW never gets praised for. Very rarely do they refuse to replace missing items from any of what they sell.

That's because they're legally obligated to replace a defective product. GW does go beyond the minimum in issuing replacements without requiring you to prove that the kit was defective, but the replacement itself isn't really anything to praise.

Had the same thing with the demolisher kit. GW was not the best help.

 Scipio Africanus wrote:

 insaniak wrote:
Yeah, it's not that uncommon. Parts can get knocked off the sprue during the packing process. You'll also sometimes get one where the mould just hadn't quite filled, and so a part of the sprue will be incompletely cast.

This is one of the elements GW never gets praised for. Very rarely do they refuse to replace missing items from any of what they sell.

GW are quite frequently praised for their 'no questions asked' replacement policies... pretty much every time this topic comes up. The only times I've ever really heard any number of less than positive comments about GW's replacement policy was during the initial 'Fine'cast debacle, when GW had supposedly started asking for the original model to be returned instead of just issuing a replacement, and during the period when there were whole swathes of e-stores selling exclusively through eBay, and some GW's supposedly started refusing to accept responsibliity for anything bought online from a non-GW store.

Forgot I posted this but I can now officially say when it comes to GW customer service - Wow!

Replacement part arrived after a couple of days no questions asked.

Thats some serious top quality aftersales.