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I've always had fantastic CS from GW-here's one they were under NO obligation to fix. I was given a box of Tyranid Genestealers from a friend for doing a painting project for him. They were the previous edition ones, and even had a Barnes & Noble tag on them. Yeah, old. One sprue wasn't completely formed and multiple arms were screwed up. Could I eventually GS a fix for them? Yes. But it would take a while. I called up CS, told them the exact situation and that I wasn't even sure if they could help, since they were so old, but figured it was worth a try anyway. The CS rep sent me a full brand new box of current Genestealers-arrived three days later. That is far and above most customer service. To consider that average and expected CS is very cynical and jaded-a product 8 years old that was malformed, 99.99% of companies would tell you to get stuffed. I'll rail on GW when they do wrong, but their CS has been perfect and should be the model that EVERY company strives for.

 timetowaste85 wrote:
I've always had fantastic CS from GW-here's one they were under NO obligation to fix. I was given a box of Tyranid Genestealers from a friend for doing a painting project for him. They were the previous edition ones, and even had a Barnes & Noble tag on them. Yeah, old. One sprue wasn't completely formed and multiple arms were screwed up. Could I eventually GS a fix for them? Yes. But it would take a while. I called up CS, told them the exact situation and that I wasn't even sure if they could help, since they were so old, but figured it was worth a try anyway. The CS rep sent me a full brand new box of current Genestealers-arrived three days later. That is far and above most customer service. To consider that average and expected CS is very cynical and jaded-a product 8 years old that was malformed, 99.99% of companies would tell you to get stuffed. I'll rail on GW when they do wrong, but their CS has been perfect and should be the model that EVERY company strives for.

Was it genuinely 8 years old? If so, they didn't have to do anything. But in the UK, up to 6 years they have to replace, repair or refund goods that you can prove were faulty.

Rough guess on the 8 years. Either way, I don't know UK law at all, and knew they were OOP models that weren't being offered anymore and I didn't buy them. As far as I'm concerned, they did a fantastic job.

Yeah I'm not saying it was bad CS, it was good, just pointing out that within 6 years in the UK, OOP or not, they have to refund or replace faulty goods. I don't know what the law is in the US though and what time limits.

Can't fault gw on their customer service, certainly the best I have ever encountered. Let's hope the new box is good quality

George

Best I've encountered, too.

Only had to use it once, luckily. Land Raider Crusader/Redeemer door was broken while still in the box (one of the pins broke - I could still assemble it, but without an opening door) so I sent them a mail, explaining the problem, and even informing them of my army (BA at the time). I thought they'd send me just a door, hence I included my army type with FW producing LR doors.

Two days later a brand new LR arrived. So now I have a LR and LR Redeemer

Makumba wrote:
My friend told GW that his set of obliterators was miscast
twice , when in fact it was not . got 6 oblits for free. So that is probably one of the good sides of finecast.

Your friend is a charlatan and should be ashamed of him/herself. It disappoints me greatly to believe we have such sleazy characters in our hobby.

In my experience (the UK) they'll sometimes ask you to freepost defective product back to them (or in a store they'll keep the defective version when they replace it). I guess this is fair enough, if it's not good enough to keep it's not good enough to keep. Sometimes they explicitly let you keep the faulty model(s) though, which is good for conversion fodder.

Once I was driving my car on a bridge when one of the tires went out. I swerved out of control and crashed right through the guard rail. The back of my car got caught on it but I was dangling over the edge, and I could hear the metal giving out.

I thought I was dead for sure when the passenger door got torn off all of a sudden. I looked over and Games Workshop was looking inside. It reached in and told me to grab its hand. I was terrified though and my numb fingers couldn't work the seatbelt button. I could feel the car tipping over, but Games Workshop stayed right there and told me I could do it.

Games Workshop's soothing, confident voice calmed me down and I could undo my seatbelt and grab its hand. Just as the car fell off the bridge, we swung out to safety. I will never forget the day that Games Workshop saved my life, and even though other people call it a dangerous vigilante and a menace, I believe in it. I believe Games Workshop is a hero.

Its models still cost too much though.

AllSeeingSkink wrote:
Yeah I'm not saying it was bad CS, it was good, just pointing out that within 6 years in the UK, OOP or not, they have to refund or replace faulty goods. I don't know what the law is in the US though and what time limits.

Generally a limited warranty of one year from date of purchase, though this varies on the specific item. Something intended to last only 6 months, for example (like, a pair of beach sandals) has like a 90 day warranty. Caveat emptor.

 Psienesis wrote:

The UK's CS standards are... extremely low. If you call them with an issue that falls outside what they anticipate as being Their Problem, they generally have no compunctions against telling you, flat out, that it's not their problem. If you press them for assistance, nine times in ten they'll tell you to get knotted.

That's good by our standards.

Yes customer service is one of the things that make me unable to hate them, no matter how the fluff or rules writers try.

And I disagree that it is just doing what they should do, you could say that if such behaviour was the norm and it is not. Also it's not only about finecast but plastic codieces paints you name it, GWs customer service is extraordinary imo.