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Well, I ordered a few copies of issue 1 online, they sent one... the others still haven't shown up, probably won't at this rate and the customer service is non-existent, all emails and facebook messages get ignored.
Specifically bought them online because I didn't want to be TFG clearing out the stores so the kids can't get a copy.
I might have to go complain to GW at this rate, try to get my 10 quid back.
This message was edited 1 time. Last update was at 2018/09/19 11:48:59
AndrewGPaul wrote:Might as well complain to Marks and Spencer, for all the relevance that'll have. You'd be better off raising it with your credit card company or bank.
I disagree. GW do care about customer service and those with GW licenses have obligations. This is a physical product produced by GW (the models and paints), backed up with a big ad spend and an ongoing youtube series via the official GW channel. Having a licensee not return money for undelivered goods is something GW would care about.
At the end of the day I don't really care that I didn't get some extra models on the cheap, I don't expect to get any more issue one. I do care that Hachette took my money and have yet to refund the difference.
I'll give Hachette a little more time, before going to GW. I'll give them the opportunity to make it right. Raising the issue with the bank is the nuclear option and should only be taken when all else fails.
Did wonder on upgrading to the premium subscription, after two days of being unable to actually talk to anyone on a phone line that allows me to speak to them I gave up
AndrewGPaul wrote:Might as well complain to Marks and Spencer, for all the relevance that'll have. You'd be better off raising it with your credit card company or bank.
I disagree. GW do care about customer service and those with GW licenses have obligations. This is a physical product produced by GW (the models and paints), backed up with a big ad spend and an ongoing youtube series via the official GW channel. Having a licensee not return money for undelivered goods is something GW would care about.
At the end of the day I don't really care that I didn't get some extra models on the cheap, I don't expect to get any more issue one. I do care that Hachette took my money and have yet to refund the difference.
I'll give Hachette a little more time, before going to GW. I'll give them the opportunity to make it right. Raising the issue with the bank is the nuclear option and should only be taken when all else fails.
True, that any complaints from GW might mean they raise them with Hachette. However, I don't think you'll get any direct recompense from GW, and GW are definitely the junior partner in this collaboration.
Not sure how that affects people that have already ordered it but certainly it's now no longer available to order.
It has been since week one.
But you can still subscribe from one onwards.
I’d assume it’s a different allocation, which may mean more are printing currently.
Those that are saying they ordered 4 etc did so before it was sold out so should still get, that’s why I created my theory as to why, but who knows
We would like to apologise for the problems some people have been experiencing over the last few weeks with their online shop orders.
Due to overwhelming demand of issue 1, we experienced severe stock shortages. Extra stock has now been received and we are processing all outstanding orders over the course of the weekend to be dispatched as priority next week. We are aware that some people who ordered multiple copies have only received one copy so far and that other people who ordered a single copy have also not received their order. We would like to reassure you all that you will receive your full order from the new stock received.
We would also like to apologise to people who have experienced problems getting through to our customer services. We have received a huge volume of queries and are doing our best to get back to everyone as soon as possible. In the meantime, please bear with us and rest assured we are aware of your query.
Again, please be assured we are doing everything we can to get magazines out to everyone who has ordered them. We expect things to calm down over the next couple of weeks as we get over the initial rush of orders. Thank you for your patience and understanding.
Thing is if Hatchette had used common sense and admitted the shortage of issue 1 earlier, or not allowed people to order copies that they did not have, it would have reduced the amount of complaints.
That said their crappy customer service lines, in terms of phone line quality and people on the other end, is an entirely different matter.
Personally I have had no subscription problems thus far but these issues do not fill me with confidence going forward.
This message was edited 1 time. Last update was at 2018/09/22 11:27:03
If GW are following this thread. Please consider doing a models subscription service in house.
A model box once a month would be a cool way to send out new release model samples (e.g. to promote a new kit, army or boxed game), exclusives and extra random goodies. Even bundle it together with White Dwarf as a Subscription Plus option, perhaps?
I cannot be the only one who gets the itch for new plastic every month. I'll paint anything... eventually.
Finally had a response from Hachette regarding my missing copies of issue 1:
Good day Mr xxxxxx,
Thank you for taking the time to write to us.
Subscriber Number: xxxxxxxxx
Kindly be advised that the other remaining 3 issues will be sent separately. Kindly expect delivery with in 7-14 working days from now. We do apologise for the delay caused.
If you require any additional information, please feel free to contact us.
Kind regards,
xxxxx
Customer Care
While not great, at least I have had a response with an expected timeframe for delivery and they have got the correct number of outstanding copies.
I've just had an email asking for me to update my payment details. It states I owe £24 for issues 4-6 and that I may have already received them in the post, so we may be getting our next deliveries sooner rather than later.
phillv85 wrote: I've just had an email asking for me to update my payment details. It states I owe £24 for issues 4-6 and that I may have already received them in the post, so we may be getting our next deliveries sooner rather than later.
I've had the same. It appears to be linked to the original subscription that I never received a subscriber number for.
When I log in to their site, my later subscription (added by the call center, amazingly) appears, with payment information and no current amount owing.
I really hope they don't think I've got two subscriptions going and start sending demands for payment for the first one...
ListenToMeWarriors wrote: I may be being thick but I can see no actual way to add payment details on the Hatchette website, what am I missing?
It seems you need to go on using the PC website. The manage Subscriptions, choose conquest, then there's an option on that page to add details at the top. I'm just going to remain a cash payer for the time being I think.
There's no indication they've dispatched my next issues (other than the mail I just got suggesting I may have them), and it could be weeks before I get them. I'd rather pay after I've received them the first few times.
This message was edited 1 time. Last update was at 2018/09/25 15:36:55
2200pts/1750 painted
2800pts/1200 painted
2200pts/650 painted
217pts/151 painted 