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I have a good report about my local gaming store and Games Workshop that I want to share with those interested. I purchased a book that I had a problem with which my local store and Games Workshop replaced for free. I showed the issue to the store owner and he got me another one free of charge and also assured me that he would not take a loss on it. Games Workshop provided the replacement for free, to me, and to the store.

GW has many, many faults. But if you have an issue with a defective product, their customer service WILL take care of it easy as can be.

Got the DV set a while back, and the packer accidentally left out the DA command sprue. One phone call to the GW customer service line and they had the sprue to me inside a week, no questions asked.

It's the one segment of the company that actually WORKS.

I had bought a steam tank witch missed a part on the top of the bronze pipe. When they discovered that all steam tanks they had in had the same fault (they opened and checked all 3 of them) they converted a repair bit for me.

This is why I actually love my local GW

I can attest that their customer service for QA issues is excellent. Years ago I bought a Lizardmen Salamander that was missing a front arm. I called their support number, gave them the sku and batch numbers, and they sent me an entire new salamander box. A quick greenstuff copy of the new leg and poof I had 2 salamanders. No shipping, no questions. Was quite nice.

Agreed. I had some issues with my only two new finecast purchases since the rollout and they much more than addressed the issue. The rest of the company is alternately incompetent and greedy (they d6 it each morning for other departments) but customer service both times I've had to use it in 20 years was impeccable.

Same thing.

Had a bent spine on my tau codex when it first came out. they replaced it within a week.

I had a box of Necron warriors that came without the bases, and I didn't really have any extras at time. I called GW and they sent me a whole new box with bases and models

Over the years I've had a few other issues and they are always quick to fix. I wish the rest of the company could be as nice as the customer service dept.

I had an order cancelled by mistake, emailed them and it was sent out that same day and I got a 20$ online voucher. GW customer service is probably the best I have ever seen.

Conversely, is it a problem getting refunds/replacements on defective products in the US if this merits mention (no bad thing I grant you).

I thought the US was home of good CS or in this case what I would take for basic consumer rights?

Europe has much stronger consumer protection legislation than the USA.

Yeah I figured, but basic defects remediation from the retailer would be the least you would expect.

 Kilkrazy wrote:
Europe has much stronger consumer protection legislation than the USA.

This is quite true. Here the general rule is capitalism. If a company is big enough that they don't need YOUR money, then having issues like defective returns or warranty services can be an issue. Hell, look at Comcast. They know their customers have no real alternatives, at least for internet, and so their customer service and support is easily ranked as the worst in the world.

On the other hand, small companies NEED your money, and so they actually put in the effort needed to keep your business. TheWarstore.com is a great example of this.

Now, if GW could run their stores like they run their customer support department, I'd imagine they'd be closing a lot fewer stores and might actually see some growth. If the rules jockeys don't mess up the games to the point of running off customers altogether(once I saw that the entire story of WFB was being wiped clean I dropped out of GW altogether).