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Bought a box of Finecast Vanguard Vets. and as expected they had a plethora or major issues.

Called customer service, they wanted to send me replacement parts for only those parts that were miscast... I proceeded to have a wonderful time explaining and trying to get the CS rep to understand that ALL of the parts are miscast. I was emailed a return shipping label to send the product back to GW and they would contact me with their "findings".

...one week later.

No call from GW, so I went ahead and called them. They received the package, but it was in "another part of the building that the CS rep doesn't have access to and there's no one onsite to let him in there." He'll give me call tomorrow.

...one week later.

No call from GW, so I again took the initiative to contact them; though highly Irritated I calmly ask the CS rep what's going on with my stuff? In which I was told that he was trying to hand pick good casts to send to me and any that he can't find acceptable casts of would be repaired/green stuffed (by him) and that it should only be a day or two longer.

...one week later.

No call or package from GW. Fed up with this and unnerved by the thought of someone else 'repairing' my models I call and demand that a new/sealed box be sent to me; I'll take my chances.

...one week later.

My box shows up and the casting is even worse then the first set. I call CS and demand a refund as I have no hope of getting a decent/acceptable product in a timely fashion.

It's been quite some time since I've told this story so the exact details are a little fuzzy, but it was certainly a test to the limits of my patience.

Leth wrote:The only complaint I have is that when I recieved my one damaged finecast kit they did not telepathically know and automatically send out a replacement.

Wait we dont have that tech yet? THAT HOBO LIED TO ME

Other than that they are pure awesome in the customer service department.

I know you're just making a joke, but people don't complain about Finecast because of the customer service; everyone knows they'll replace damaged models. The complaint is with their quality assurance; they're letting a lot of terrible casts out the door, and sending out replacement casts that are as bad as the first reject.

Cave_Dweller wrote:It's been with Forge World, whom have repeatedly failed to respond to my multiple attempts at email communication to replace or even address a seriously defective item. I eventually got so frustrated by their lack of response I gave up.

This is pretty much it for me. The only time I had to deal with GW they were amazing and by amazing I mean AMAZING. they went way above and beyond what they needed to. However forge world refuses to answer email. And since I live in the USA and don't have an international plan it's extremely difficult for me to call them on the phone.

Not really a bad experience, but I'm wondering when they started clipping the sprues for replacement plastic parts instead of sending whole kits.

I noticed they started doing that too. Don't really have a problem with it. I just think it's a money saving manuever and they probably suspected that there people out there taking advantage so they decided to counter it. Not really a big deal, your average called can describe what they're missing/what's broke and GW customer service knows which sprue / piece to look for. Why give out an $8 sprue if your customer only has a problem with a .50 cent part? I mean still will bend over backwards for you (see my earlier post in this thread), so if you really did receive a totally bad sprue, I have no doubts that you'd get it.

Never had a single bad experience with GW Customer Service, ever. Everytime I have had an issue, they were prompt and fixed the issue. Most times they actually over fixed it by sending extra free stuff to make up for the mistake that was made. Of course, it has been years since I played with GW toys, so things have probably changed.

MightyGodzilla wrote:I noticed they started doing that too. Don't really have a problem with it. I just think it's a money saving manuever and they probably suspected that there people out there taking advantage so they decided to counter it. Not really a big deal, your average called can describe what they're missing/what's broke and GW customer service knows which sprue / piece to look for. Why give out an $8 sprue if your customer only has a problem with a .50 cent part? I mean still will bend over backwards for you (see my earlier post in this thread), so if you really did receive a totally bad sprue, I have no doubts that you'd get it.

I was just thinking about this, taking it the next step further on the GW side. What are they doing with all those sprues missing one piece? I'm sure they aren't holding them for more potential clips... it will very quickly hit a critical mass where it is piles of sprues -1 piece, and none of the rest are needed for exchange. Storing and sorting all those part sprues makes no sense at all. The only thing that makes sense is for them to toss plastics back in the chipper so they get recycled. That material is going to be incidental in cost, not even really worth the time to haul it to the chipper, so they may just throw it away or heck, send it all to Games Day.

So, thinking it through, sending out just the replacement bits it isn't going to save GW any money. What it does though is remove the customer's incentive to blow things way out of proportion or invent problems to get a whole free kit. If you only get one piece, what is the point of going through the effort to call unless there really is a problem? THAT will save GW money.

I don't know what I think about it, just that it is a shift from all reports of flaws / problems are solved with the assumption the customer is honest, to the assumption the customer is out for something for free, more antagonistic I guess.

Well from what I read, it sounds like most people don't have a problem with GW customer service. Those that don't are probably getting stuck with the new Intern! -No offense-

I want nothing to do with customer service for any company unless I absolutely have to. That's why I only by from my flgs and if there is a problem have the manager deal with it. (doubt most stores would deal with issues like that but he's nice enough to do it himself. Plus I'm one of the only people that buys his 40k stuff anyway.)

Back on topic, my theory is that their customer service is so good because their are so many dang problems with everything else! -_-

Khorne's Herald wrote:Well from what I read, it sounds like most people don't have a problem with GW customer service. Those that don't are probably getting stuck with the new Intern! -No offense-

I want nothing to do with customer service for any company unless I absolutely have to. That's why I only by from my flgs and if there is a problem have the manager deal with it. (doubt most stores would deal with issues like that but he's nice enough to do it himself. Plus I'm one of the only people that buys his 40k stuff anyway.)

Back on topic, my theory is that their customer service is so good because their are so many dang problems with everything else! -_-

This wasn't always the case. When I started this "hobby", GW had a solid rep and there weren't a lot of complaints like today. I am sure that the internet has helped the complaints get publicized more than before, and I am sure that GW's attitude hasn't helped either.

Even back then, GW had a solid CS department. Any problems I had were dealt with post haste and to complete satisfaction. I received free product when they had to ship out a replacement part. Rules questions were answered promptly and explained if needed (You did have issues of getting different answers from different reps though. I didn't say it was perfect back then!).

You theory bares merit, but I honestly think that GW does do this one thing correctly, whatever the reason for that may be.

I once bought a Devastator squad that came with assault squad jumpy legs.

Called GW told them what was up. 3 or 4 days later I had my new legs no questions asked.

GW has pretty awesome customer service.

huh? I'm hearing all these part replacements but when I've had a miscast I've just been sent a new box of minis no questions asked, same with forge world. On the whole I think their fine, quick response and a easy trasaction

I've had poor instore experience, but GW head office have always been friendly and helpful.

Wait a sec the OP said he received a damaged copy of a limited edition item that sold out within the day and is unhappy to have to wait for a new one?? Plus heaven forbid return original item??

Pretty much all the RMA's I have had with IT suppliers have left me fronting the postal charge to return it. Plus you shouldnt really be surprised you had to wait for an item that technically they no longer stocked.