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So I bought a stompa from GW. Besides costing me a leg, it came banged up. The smoke stacks were mostly the problem really morphed and disfigured but I was still able to glue them (ill show pictures later) and they look nice not bad at all. But still as one of those people I still emailed GW and told them how the smoke stacks looked and it was a little disappointing. Also explained how i used green stuff in order to fix it. Thats it not like i ranted about how gakky the model came to me, I sent that email more or less for there own refernce so they dont send them out looking like that again.

Well I got a email back from one of the guys he just wanted pictures of the smoke stacks and that is it. I took the pictures sent it to him some of the smoke stacks and the finished model and I thought that was that!

Then I got a email saying "Thanks for ordering from Games workshop" confued i looked at it and it was another stompa! For 0.00. Then i get a email from one of reps saying "Hey I understand you were able to repair the stompa but we would still like to send you another just to make up the damage. Thanks for shopping with Gw."

This post is more or less a shining light in the dark because I have gotten a land raider with no engines before and the most i got was "your loss"

Is gw becoming a compassionate company idk felt like posting it though.

For all the things I dislike about how they do business I've had nothing but fantastic customer service when I've had a flawed kit.

The surprising part of your story is the Land Raider part to be honest. You emailed them about it and they brushed you off?

They've always had good customer service, replacing models and such. This isn't really a recent change, it just always been the case with them.

That said, congrats on the extra kit!

 Blacksails wrote:
That said, congrats on the extra kit!

Yeah it was awesome! But my land raider I bought back in 2007 and they said the model was "to old" to get any replacement parts. Which is BS. But yeah I was really amazed by the customer service and how cool the rep was!

So far my experience with them is excellent.

they sent me 1 missing rat ogre head
a brand new codex that had the corners crushed.
and Replaced an entire FC model obvious reasons

GW does have some of the best service.

Despite everything else thrown at GW, their customer service has always been excellent.

 zombiekila707 wrote:

 Blacksails wrote:
That said, congrats on the extra kit!

Yeah it was awesome! But my land raider I bought back in 2007 and they said the model was "to old" to get any replacement parts. Which is BS. But yeah I was really amazed by the customer service and how cool the rep was!

Yeah, I've always had pleasant dealings. Then again, I've had very few problems, but I remember accidentally getting a random chaos marine model instead of a commissar or something. Ended up keeping the chaos model and getting a replacement commissar.

Don't know what I'm going to do with a random chaos marine, but hey.

 zombiekila707 wrote:
So I bought a stompa from GW. Besides costing me a leg, it came banged up. The smoke stacks were mostly the problem really morphed and disfigured but I was still able to glue them (ill show pictures later) and they look nice not bad at all. But still as one of those people I still emailed GW and told them how the smoke stacks looked and it was a little disappointing. Also explained how i used green stuff in order to fix it. Thats it not like i ranted about how gakky the model came to me, I sent that email more or less for there own refernce so they dont send them out looking like that again.

Well I got a email back from one of the guys he just wanted pictures of the smoke stacks and that is it. I took the pictures sent it to him some of the smoke stacks and the finished model and I thought that was that!

Then I got a email saying "Thanks for ordering from Games workshop" confued i looked at it and it was another stompa! For 0.00. Then i get a email from one of reps saying "Hey I understand you were able to repair the stompa but we would still like to send you another just to make up the damage. Thanks for shopping with Gw."

This post is more or less a shining light in the dark because I have gotten a land raider with no engines before and the most i got was "your loss"

Is gw becoming a compassionate company idk felt like posting it though.

Wow that is amazing customer service. Congrats on two stompas.

That's really awesome man. Maybe they're starting to care about customers again. I've been watching some of their painting tutorials online and it brings back memories of what the website used to have.

On the flip side, the kit only costs them a couple of dollars to make, so you've paid for its production about ten times over. Giving you one that isn't a reject seems like the least they could do.

They could have gotten away with it in this case, but their helpfulness is not so much inspired by their kind hearts as it is by UK consumer laws.

Don't get me wrong, they're very hassle-free and easy to deal with, so they do deserve a little credit.

I have had models and parts replaced via fedex from Games Workshop, and they have responded to various questions over the years quite promptly. Really, it's as good as one ask for, from a hobby or game manufacturer.

I have had multiple screw ups ordering from GW due to shipping damage, and EACH time they quickly dispached a replacement, no issues. Hate the prices but the service is amazing.

Say what we will, GW Customer Service puts it's money where it's mouth is. I have called Customer Service to let them know of a quality issue for a Venomthrope. I wasn't expecting anything since just wanted to let them know of a quality issue and customer service replaced it. I even said, no it's ok, not a big deal it's only the very small smoke stacks but CS replaced it.

So now I have no fear buying a GW product, if I am not satisfied with it, I know customer service will make it right. In fact I was unhappy with a product and they sent me a replacement.

GW Customer Service is one of the greatest.

GW and FW actually have amazing customer service, I've yet to be failed by them. As an actual company they may be our evil overlords but at least they do remember sometimes to use the carrot rather than the stick.

GW actually gave me a free gang kit and a seperate blister for Escher (Necromunda) after the first one was missing just one juve.

They have also given me a full box of DW terminators after a box I bought was missing Shields/Flails/Hammers (one or two of each) and a box of sternguard after one of the 'finecast boxes' I bought was found to be full of holes/imperfections.

FW have also provided me with a whole new HH Apothecary (both models) kit after one of the models was badly cast/damaged.

So far no complaints from me.

 zombiekila707 wrote:
So I bought a stompa from GW. Besides costing me a leg, it came banged up. The smoke stacks were mostly the problem really morphed and disfigured but I was still able to glue them (ill show pictures later) and they look nice not bad at all. But still as one of those people I still emailed GW and told them how the smoke stacks looked and it was a little disappointing. Also explained how i used green stuff in order to fix it. Thats it not like i ranted about how gakky the model came to me, I sent that email more or less for there own refernce so they dont send them out looking like that again.

Well I got a email back from one of the guys he just wanted pictures of the smoke stacks and that is it. I took the pictures sent it to him some of the smoke stacks and the finished model and I thought that was that!

Then I got a email saying "Thanks for ordering from Games workshop" confued i looked at it and it was another stompa! For 0.00. Then i get a email from one of reps saying "Hey I understand you were able to repair the stompa but we would still like to send you another just to make up the damage. Thanks for shopping with Gw."

This post is more or less a shining light in the dark because I have gotten a land raider with no engines before and the most i got was "your loss"

Is gw becoming a compassionate company idk felt like posting it though.

Throughout the years, I also have only ever had great dealings with their customer service dept.
Not only when I ordered from them but even when I bought an iten from an indy, GW made it right for me even then.
Now if only the rest of GW was as caring as the customer service dept. lol

Ordered the old finecast lizardmen Kroq Gar model a couple years ago. They sent me 3 finecast kroxigor by mistake. I contacted them and asked if they wanted me to send it back, and they said no. Then they sent me the model i wanted.

Paid $60 for $110 worth of stuff.

GW customer service is 2nd to none.

If their rules were as good as their customer service, nobody would care about the prices.

 Toofast wrote:
If their rules were as good as their customer service, nobody would care about the prices.

or vise versa

GW have always had pretty good customer service. Though that said... I'm sure it's cheapest for them to just send you a new kit than anything else they might do.

AllSeeingSkink wrote:
GW have always had pretty good customer service. Though that said... I'm sure it's cheapest for them to just send you a new kit than anything else they might do.

The crappy thing to do is say, "Send us your broken thing at your cost, and we'll send you a replacement at our cost". Or, "We'll send you a replacement and take your credit card -- if we don't get your old one back, we'll charge it". Many vendors do this :(

Though, I would not know about hobby stuff, because all non-GW stuff I have always bought from FLGS that has no problem taking stuff back. They will basically take back anything I haven't disassembled and glued into a model, and I'm a frequent enough customer that they won't even ask for a receipt

A few of my friends were buying stuff from the GW store in warsaw, only to raport missing or broken parts to get extra boxs. One guy went through 7 or 8 draigos, he later sold on our version of ebay.

Talys wrote:

AllSeeingSkink wrote:
GW have always had pretty good customer service. Though that said... I'm sure it's cheapest for them to just send you a new kit than anything else they might do.

The crappy thing to do is say, "Send us your broken thing at your cost, and we'll send you a replacement at our cost". Or, "We'll send you a replacement and take your credit card -- if we don't get your old one back, we'll charge it". Many vendors do this :(

Many miniature vendors? I could imagine people doing that for electronics and stuff, but not really miniatures. The only reason you'd get the customer to return the product at their expense is if you are trying to piss them off to the point they don't want to bother... I think even GW knows that's a bad idea. As long as GW have reasonable proof that it's faulty, they wouldn't really want it back as they can't fix it and even if parts of it are fine it'd be more hassle than it's worth trying to sort through returns.

 Smacks wrote:
On the flip side, the kit only costs them a couple of dollars to make, so you've paid for its production about ten times over. Giving you one that isn't a reject seems like the least they could do.

Only if you include labor. The plastic and box are about 80c of material.

Makumba wrote:
A few of my friends were buying stuff from the GW store in warsaw, only to raport missing or broken parts to get extra boxs. One guy went through 7 or 8 draigos, he later sold on our version of ebay.

Your friends are the very reason many companies have terrible customer service, and they're frankly shitholes for doing it.

Moving on, My dog got a hold of my Grokk Face Rippa that came in the Stormclaw box. After talking with GW Customer support on the phone I emailed them a picture, and a day later got a package in mail with a new sprue. No obligation on their part which is what really impressed me.
.

Your friends are the very reason many companies have terrible customer service, and they're frankly shitholes for doing it.

Considering that GW is responsible for shops closing left and right and more or less killing table top gaming in my country , I would say they were wise to get as much money out of GW as possible and weren't as stupid as me to buy their models at full price, no recasts. If I knew that 2 months of hard work in the fields would give me an army which was fun for about a year and a half, I would have bought and Playstation.

Because a playstation obviously keeps you entertained for a year and a half without investing further in it.

Yes for less money. I play IG started at the end of 5th. Had to buy 3 IG codex, 1 sm codex, 1 sw codex, 1 escalation , 1 stronghold assault and 2 rule books to learn the rules. I pirated the 5th rule book, because after buying my army and codex I didn't have enough cash to buy it. And after around 3 years of playing I had maybe a year and half of fun and a year of no fun, and 7th was all around horrible for my army. But that is not all thanks to glorious GW killing shops left and right, with their sells policy I soon be out of places to play any table top game. So yeah a playstation would have been a better investment for less cash too.

Returns policies are established based on the markup from cost of production to sale price. High end mark up items will rarely quibble on returns were as low value products companies will understanably mess you around. Supolite base can have much to do with it. Tesco are often praised on their returns policy but bare no cost of it. Administration costs the cost of the new product and usually a penalty with the looming threat of loosing a contract are all used to insure tesco walk off money up on any returns you make in store. GWs policy is based purely on the mark up. It's obviously massive.

GW has always had good customer service, and despite some peoples delusions, they do actually care.