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Made in dk
Dakka Veteran




Danmark

Hey guys.

So some time ago, i ordered 2X Mega Dread bodies and 4x Mega dread Klaw arms and paid for that amount.

Even less time ago, a flimsy package arrived, with 2x mega dread bodies and 4x mega dread arms. In the package was.. well the items in a not so professional bag like it was packed from a private person who just sold them over ebay. There were also no instructions.

Furthermore, one of the bodies came from a bad batch of resin and was rubbery so i send it back yesterday and asked for a new one. It wouldnt even stand on its legs without collapsing.

Anyway, today i saw i had a new package, also from Forge World and in that package, were 2 more mega dread bodies and 4x mega dread klaws. These were neatly packed, with the official forge world bags as well as instructions.

So now i have 4x mega dread bodies (one which i sent back to FW, not knowing i would receive 2 more bodies today) and 8x Mega Dread klaw arms.

Have you guys ever had this happen to you before? And what did you do? I kinda wanna send them back but at the same time... I kinda.. dont, you know. The right thing would be to contact them but im afraid they'll be like: yea do the job and send them back,and waste your time going to the post office and all that..

This message was edited 1 time. Last update was at 2021/04/22 14:02:12


Hope, is the first step on the road to disappointment.

- About Dawn of War 3 
   
Made in us
Dakka Veteran





Feel free to contact them and let them know, but they will almost certainly tell you to just keep them. It's more trouble for them to deal with a return.

This message was edited 1 time. Last update was at 2021/04/22 14:01:56


 
   
Made in dk
Dakka Veteran




Danmark

I dont hope they ask for them in return.. What if they do and i say i dont want to out of the hassle itself? is that like.. illigal?

Hope, is the first step on the road to disappointment.

- About Dawn of War 3 
   
Made in us
Fixture of Dakka





Beardedragon wrote:
I dont hope they ask for them in return.. What if they do and i say i dont want to out of the hassle itself? is that like.. illigal?


Depends on your country. In the US you are allowed to keep those items and are under no obligation to notify GW. If you want to donate or return them then it is you prerogative.

   
Made in us
Shadowy Grot Kommittee Memba






one time I ordered a thanatar robot from forgeworld and they sent me like 45 citadel paint pots of assorted colors addressed to me but the packing slip inside indicated they were ordered by some lady in germany.

I called them about it and they sent me the thanatar but just said to keep the paint. /shrug.

"I can't believe all these tryhard WAACs out there just care about winning all the time when it's supposed to be a game for fun!!!!!!! Also here's my 27 page essay on why marines are OP and Orkz should get a bunch of OP rules so I can win more games

-the_scotsman"

-ERJAK 
   
Made in dk
Dakka Veteran




Danmark

lol. I see.

Well in this case both items were for me, with my addresse etc

Hope, is the first step on the road to disappointment.

- About Dawn of War 3 
   
Made in gb
Thinking of Joining a Davinite Loge





As others have said it's more expensive/more hassle for them to deal with getting it back than just letting you keep it. A guy I know ordered 15 Cataphractii Terminators plus weapons at Games Day 2013, got sent Tartaros plus weapons, asked if he could get the Cataphractii and FW sent him his original order and said to keep the Tartaros. Basically gave him enough terminators for his 40k Marines and to start his 30k Iron Hands.

This message was edited 1 time. Last update was at 2021/04/22 15:01:34


 
   
Made in dk
Pyro Pilot of a Triach Stalker






Beardedragon wrote:
I dont hope they ask for them in return.. What if they do and i say i dont want to out of the hassle itself? is that like.. illigal?

Does it matter whether it is illegal to not send them when they request it? Either you are unwilling to send it so why contact them? Or you are willing to return them if FW wants them back.

I think it is unethical not to check, if you get your receipt at the supermarket and discover you haven't paid for your pickles, leaving with them would be stealing.

Do you want to live in a world where people only look out for #1 or one where people are honest?

GW will almost certainly let you keep them, that is how most of these types of stories go "I had a problem, GW fixed it and I got to keep some free failed sculpts for my bits box". Worst case scenario they will pay for the shipping label and you can do it whenever it is convenient for you, it can't take more than 5 minutes to drop it off before doing groceries.
   
Made in us
Longtime Dakkanaut




Annandale, VA

With how much you had to pay, I would consider the extra bits fair compensation for terrible QC.

The 'actual' value in terms of resin cost, labor, mold degradation, etc is pretty minimal, and recouping it by getting parts back isn't worth the additional overhead needed to process it. That's why they normally don't ask for returns and instead just ship replacements.
   
Made in ca
Excited Doom Diver






A buddy in my club ordered a custodes telemon, and it was missing a finger, so they sent him a whole new telemon for free. Fw customer service for missing/damaged parts is beyond amazing.

Space Wolves 4k
Harlequins 2k
Chaos Knights 2k
Spiderfangs 2k
Ossiarch Bonereapers 1k 
   
Made in us
Stealthy Grot Snipa





Atlanta, GA

jaredb wrote:
A buddy in my club ordered a custodes telemon, and it was missing a finger, so they sent him a whole new telemon for free. Fw customer service for missing/damaged parts is beyond amazing.


I bought a MkV assault squad recently that was missing a torso, and they ended up giving me a FW voucher for the full value of the kit plus shipping because it was out of stock(again) at the time. Can't complain.
   
Made in au
Owns Whole Set of Skullz Techpriests






Versteckt in den Schatten deines Geistes.

Beardedragon wrote:
Have you guys ever had this happen to you before? And what did you do? I kinda wanna send them back but at the same time... I kinda.. dont, you know. The right thing would be to contact them but im afraid they'll be like: yea do the job and send them back,and waste your time going to the post office and all that..
Bobby McFerrin, 1988.

(/obscure reference)

Industrial Insanity - My Terrain Blog
"GW really needs to understand 'Less is more' when it comes to AoS." - Wha-Mu-077

 
   
Made in us
Longtime Dakkanaut





Once bought the 4th ed Dark Angels box. It was missing three backpacks.
Called and asked for some to make up the difference. (I was surprised to be out of those too)
They said sure, they'd mail me a sprue of packs in a few days.

Got a 2nd Dark Angels army box, AND a five backpack set.

This message was edited 1 time. Last update was at 2021/04/23 01:24:26


 
   
Made in dk
Dakka Veteran




Danmark

You guys talk about how you are missing items, but im not really missing any items. ive just too many items

Hope, is the first step on the road to disappointment.

- About Dawn of War 3 
   
Made in dk
Pyro Pilot of a Triach Stalker






Beardedragon wrote:
You guys talk about how you are missing items, but im not really missing any items. ive just too many items

You got a miscast and you were missing instructions, same difference really.
   
Made in us
Warp-Screaming Noise Marine




Australia

I'd contact them to be polite, but they'll let you keep it. This has happened to me numerous times - once I got sent somebody else's Chaos Dwarf army by accident (to the tune of many hundreds of pounds), and they didn't mind.

Emperor's Children
The Fourth Seal  
   
Made in gb
Shas'la with Pulse Carbine




Eastern Fringe

Let's face it. You want to keep them but are fishing for some kind of justification from others that it's the right thing to do. You know what the right thing to do is. Chose to do it, or don't. Don't look for justification from others.

The first rule of unarmed combat is: don’t be unarmed. 
   
Made in gb
Wise Ethereal with Bodyguard







In the UK, I believe you are legally required to contact the company and ask them what to do, and then comply with those requirements.

Whether or not anyone will ever follow up and enforce that is a different matter, and the risk you face by not doing so.

Please excuse any spelling errors. I use a tablet frequently and software keyboards are a pain!

Terranwing - w3;d1;l1
51st Dunedinw2;d0;l0
Cadre Coronal Afterglow w1;d0;l0 
   
Made in gb
Mighty Chosen Warrior of Chaos





Watch Fortress Excalibris

 Flinty wrote:
In the UK, I believe you are legally required to contact the company and ask them what to do, and then comply with those requirements.

Not exactly correct.

They have to actually come and recover the items. They cannot require you to post them back, even if they promise to refund the postage. All you're required to do is inform them and give them a reasonable deadline (generally about 2 weeks) to collect the items from you.

That's just UK law, though. I've no idea what Danish law says. IIRC, in the US you're not required to do anything and can just keep the items.

When you're struck by an eel, whose sharp teeth you can feel... that's a moray!

When your food, if you please, has white sauce with some cheese... that's a Mornay!

When two patterns appear, and their waves interfere... that's a moiré! 
   
Made in dk
Dakka Veteran




Danmark

 vict0988 wrote:
Beardedragon wrote:
You guys talk about how you are missing items, but im not really missing any items. ive just too many items

You got a miscast and you were missing instructions, same difference really.


oh.. yea thats true. but they didnt know that. at least they shouldnt know that. They arrived almost with 1 week maybe a bit more time in between and i hadnt told them anything before it had even arrived. The package was at the post office for like a week before i picked it up. so they had send both packages, before i had even opened the first one.

if anything they found out themselves somehow that it was missing instructions

This message was edited 1 time. Last update was at 2021/04/23 16:05:56


Hope, is the first step on the road to disappointment.

- About Dawn of War 3 
   
Made in fi
Shas'la with Pulse Carbine






I think the profit margins on a single minis sale are so high that it's cheaper for GW to just send duplicates and forget about it than to spend resources on figuring out what has to be picked up from where and who needs to do what.

I would believe they would follow up themselves and inquire on the details of the shipments if that weren't the case. But can you imagine the amount of working hours needed to clear all those cases? Yeah, I thought so.
   
Made in us
Omnipotent Necron Overlord






This seems relevant to the OP's topic. Question.

I recently built an Astraeus and upon completing one of the final steps I noticed I was missing one of the front hover pad (control arms).

I still have the box and everything...what should I do? I have a fully assembled Astraeus minus 1 hover pad right in the middle front...

If we fail to anticipate the unforeseen or expect the unexpected in a universe of infinite possibilities, we may find ourselves at the mercy of anyone or anything that cannot be programmed, categorized or easily referenced.
- Fox Mulder 
   
Made in us
Fixture of Dakka





 Xenomancers wrote:
This seems relevant to the OP's topic. Question.

I recently built an Astraeus and upon completing one of the final steps I noticed I was missing one of the front hover pad (control arms).

I still have the box and everything...what should I do? I have a fully assembled Astraeus minus 1 hover pad right in the middle front...


Just contact GW and they'll take whatever action they think is appropriate.

   
Made in us
Regular Dakkanaut




I doubt they would want it back. It would cost them far more to have it sent back, checked and put back in the system than just cast a few new models.

I bought a sofa/couch for about 450euro on a sale(not clearance and they still stock the same model) and by mistake got sent 2. They didn't want it back and I guess that just having it transported back is a higher cost then the profit margin on the product. So my parents got a free couch for the room I moved out from. Had the same thing happen with my bed. It cost about 1600euro and I got half the stuff wrong and they didnt want it back and just sent the missing stuff instead. So my younger brother got the wrong parts and just ordered those missing parts for his bed. These are much more expensive things with way higher production costs than some easy to make figures and yet they don't want it back.

If a company with lower profit margins on a product feel that people are trying to take advantage of them with generous replacement policies they might change it to forcing a return to get the replacement. They might lose money on that particular transaction but at least not everyone will try to abuse it if thats the case. GW have very high profit margins and customers who love to throw cash at them so being generous is probably cheaper for now.
   
Made in dk
Dakka Veteran




Danmark

Klickor wrote:
I doubt they would want it back. It would cost them far more to have it sent back, checked and put back in the system than just cast a few new models.

I bought a sofa/couch for about 450euro on a sale(not clearance and they still stock the same model) and by mistake got sent 2. They didn't want it back and I guess that just having it transported back is a higher cost then the profit margin on the product. So my parents got a free couch for the room I moved out from. Had the same thing happen with my bed. It cost about 1600euro and I got half the stuff wrong and they didnt want it back and just sent the missing stuff instead. So my younger brother got the wrong parts and just ordered those missing parts for his bed. These are much more expensive things with way higher production costs than some easy to make figures and yet they don't want it back.

If a company with lower profit margins on a product feel that people are trying to take advantage of them with generous replacement policies they might change it to forcing a return to get the replacement. They might lose money on that particular transaction but at least not everyone will try to abuse it if thats the case. GW have very high profit margins and customers who love to throw cash at them so being generous is probably cheaper for now.


to be fair, when i said that my one Mega Dread body was made of a bad batch of resin and it was too rubbery, and i even send them pictures showing how it would bend and all, they still wanted me to send it back, before they wanted to send a new one to me. I had to take pictures of my receipt from the post office before they sent me the new Mega Dread body.

 Xenomancers wrote:
This seems relevant to the OP's topic. Question.

I recently built an Astraeus and upon completing one of the final steps I noticed I was missing one of the front hover pad (control arms).

I still have the box and everything...what should I do? I have a fully assembled Astraeus minus 1 hover pad right in the middle front...


There is a chance that you will have to send back the entire model before they want to send you an entirely new figure. I had put together my Mega Dread body as well, but they still asked me to return it before they would send a new Mega Dread body. So there might be a chance they will ask YOU to send back your model, even if you put it together, before they send you a new as well.

But who knows maybe they wont. Regardless, you should definitely contact GW.

This message was edited 4 times. Last update was at 2021/04/23 19:32:59


Hope, is the first step on the road to disappointment.

- About Dawn of War 3 
   
Made in us
Stealthy Grot Snipa





Atlanta, GA

There is no way that Forge World is ever going to ask that person to mail back a fully assembled $355 model just because a single front hoverpad is missing. More likely he contacts FW and explains the missing piece and they send him a replacement part.
   
Made in ca
Dakka Veteran





 vict0988 wrote:
Beardedragon wrote:
I dont hope they ask for them in return.. What if they do and i say i dont want to out of the hassle itself? is that like.. illigal?

Does it matter whether it is illegal to not send them when they request it? Either you are unwilling to send it so why contact them? Or you are willing to return them if FW wants them back.

I think it is unethical not to check, if you get your receipt at the supermarket and discover you haven't paid for your pickles, leaving with them would be stealing.

Do you want to live in a world where people only look out for #1 or one where people are honest?

GW will almost certainly let you keep them, that is how most of these types of stories go "I had a problem, GW fixed it and I got to keep some free failed sculpts for my bits box". Worst case scenario they will pay for the shipping label and you can do it whenever it is convenient for you, it can't take more than 5 minutes to drop it off before doing groceries.

I definitely don't want to live in a world where individuals are gaslit into thinking they bear some ethical responsibility for the well-being of for-profit corporations.
   
Made in dk
Dakka Veteran




Danmark

 Mr. Grey wrote:
There is no way that Forge World is ever going to ask that person to mail back a fully assembled $355 model just because a single front hoverpad is missing. More likely he contacts FW and explains the missing piece and they send him a replacement part.


maybe not. But when i said my one Mega Dread body was made of terrible resin and i had already put it together, they asked me to send back the one body i had just wasted time making.

But if i knew the substance was rubbery why did i put it together? Because i didnt mind it was rubbery, i just wanted to see if it could stand on its feet, but it couldnt. it fell over.

Alas, i was asked to send back my mega dread body even though i had assembled it. They wouldnt send a new one before i had sent mine back.

Hope, is the first step on the road to disappointment.

- About Dawn of War 3 
   
Made in us
Stealthy Grot Snipa





Atlanta, GA

Beardedragon wrote:
 Mr. Grey wrote:
There is no way that Forge World is ever going to ask that person to mail back a fully assembled $355 model just because a single front hoverpad is missing. More likely he contacts FW and explains the missing piece and they send him a replacement part.


maybe not. But when i said my one Mega Dread body was made of terrible resin and i had already put it together, they asked me to send back the one body i had just wasted time making.

But if i knew the substance was rubbery why did i put it together? Because i didnt mind it was rubbery, i just wanted to see if it could stand on its feet, but it couldnt. it fell over.

Alas, i was asked to send back my mega dread body even though i had assembled it. They wouldnt send a new one before i had sent mine back.


A lot of this is going to depend on the individual CS person as well. For all I know, they asked you to send the rubbery dread back to make sure it wasn't a recast that you were attempting to pass off as the real deal and get a free replacement. Maybe they wanted to see if they could figure out which batch it was from, and whether they needed to expect more replacement requests. I couldn't tell you. But I will say that packing up a single Mega Dread body to send back is a lot more plausible than an Astraeus superheavy tank. Those suckers are BIG.
   
Made in dk
Dakka Veteran




Danmark

 Mr. Grey wrote:
Beardedragon wrote:
 Mr. Grey wrote:
There is no way that Forge World is ever going to ask that person to mail back a fully assembled $355 model just because a single front hoverpad is missing. More likely he contacts FW and explains the missing piece and they send him a replacement part.


maybe not. But when i said my one Mega Dread body was made of terrible resin and i had already put it together, they asked me to send back the one body i had just wasted time making.

But if i knew the substance was rubbery why did i put it together? Because i didnt mind it was rubbery, i just wanted to see if it could stand on its feet, but it couldnt. it fell over.

Alas, i was asked to send back my mega dread body even though i had assembled it. They wouldnt send a new one before i had sent mine back.


A lot of this is going to depend on the individual CS person as well. For all I know, they asked you to send the rubbery dread back to make sure it wasn't a recast that you were attempting to pass off as the real deal and get a free replacement. Maybe they wanted to see if they could figure out which batch it was from, and whether they needed to expect more replacement requests. I couldn't tell you. But I will say that packing up a single Mega Dread body to send back is a lot more plausible than an Astraeus superheavy tank. Those suckers are BIG.


Oh yea that might change things.

This message was edited 1 time. Last update was at 2021/04/26 14:38:56


Hope, is the first step on the road to disappointment.

- About Dawn of War 3 
   
 
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