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 Mymearan wrote:

Binabik15 wrote:
I emailed GW about my Slaughterpriest (snapped blade, the skull spike and the spike with chain broken), they asked for an order number and order address. Might I get a new one? And the other one can be converted if I have a second. Would be nice.

I'm now REALLY wondering about my Khorghorath with broken arm. I might have gotten an additional sprue from the starter :/

I got a new silver tower sprue when one guys knife was broken.

Yeah, I really should've contacted them. Asking real nice never hurts, does it. I could have tried the Khorgorath plus stegadon head conversion spooking around in my head.

Congrats on the free kickass ST stuff.

The ghostly cut-off date is all fine and dandy, but I'm interested in seeing what they tell me in regards to my subscription that I made in July. I wonder if they'll try to tell me I missed some non-advertised cut-off as well emailed them about 14 hours ago, probably just going to call when I get out of work unless I get an email back in the next couple hours.

Is there a US contact point? Because it's nearly 9pm in the Uk, so you're not hearing back today if that's the case.

 Azreal13 wrote:
Is there a US contact point? Because it's nearly 9pm in the Uk, so you're not hearing back today if that's the case.

Yes there is a dedicated US customer service # that is open Monday to Friday - 9.30am to 6.00pm US CST. At this point I would recommend calling if you want a more immediate response and to plead your case.

That said I would hope that an order placed in July should have had no problem making a mailing list that was shipped to the post office until Aug. 26.

Add a third major screw up, I guess, which is not informing people what issue their subscription would start with. Even now, if you subscribe on their website, it doesn't say which issue your subscription starts with. The description still talks about the first issue, as if that's what you'll be getting.

It also says, plain as day, "Subscribers will receive their White Dwarf on or before it's release day." This turned out to not be true. So they did not deliver on what they promised.

Chopxsticks wrote:Well I just got my reply email and I ordered August 29th and the GW customer service person told me I missed the cut off and wont receive an issue until October.. lame

Well that is your problem. You emailed. Try calling them. Speaking to someone live does wonders.

Sqorgar wrote:What are you guys doing to get such prompt responses? I emailed them 30 hours ago and haven't received a reply yet.

Why do people keep insisting to email? Maybe I am old, but are people that lazy they can't talk to someone on the phone anymore? Is the cell phone just for texting now and not calling people no more?

Call someone on the phone you get a prompt response. Emails can take a a day or two to reply too. Why are you not calling? You would have had an answer by now by what you just typed out in the Dakka thread.

Davor wrote:
Why do people keep insisting to email? Maybe I am old, but are people that lazy they can't talk to someone on the phone anymore? Is the cell phone just for texting now and not calling people no more?

Well, if you must know, I am a lifelong sufferer of social anxiety. Over the years, through no small amount of effort, I've managed to overcome it in every way but using the phone (and drive thru speakers). Using the phone is just not an option for me. I could be dying on the floor, bleeding buckets from my rectum, and I'd email my wife to call 911 for me. I'm not proud of it. That's just the reality I live in.

Regardless, I've emailed GW customer service before and had prompt, quality service that I would rank up there with some of the best (up there with Nintendo and Apple). Emailing them and not getting a response in a timely fashion is an aberration - probably too busy answering the phones to check their email.

I found the White Dwarf locally and just shelled out the $9 for it, and now I'm not sure how to contact GW and tell them to please disregard the email that they were already disregarding...

So couldn't she just phone them for you then?

 Sqorgar wrote:

Davor wrote:
Why do people keep insisting to email? Maybe I am old, but are people that lazy they can't talk to someone on the phone anymore? Is the cell phone just for texting now and not calling people no more?

Well, if you must know, I am a lifelong sufferer of social anxiety. Over the years, through no small amount of effort, I've managed to overcome it in every way but using the phone (and drive thru speakers). Using the phone is just not an option for me. I could be dying on the floor, bleeding buckets from my rectum, and I'd email my wife to call 911 for me. I'm not proud of it. That's just the reality I live in.

Regardless, I've emailed GW customer service before and had prompt, quality service that I would rank up there with some of the best (up there with Nintendo and Apple). Emailing them and not getting a response in a timely fashion is an aberration - probably too busy answering the phones to check their email.

I found the White Dwarf locally and just shelled out the $9 for it, and now I'm not sure how to contact GW and tell them to please disregard the email that they were already disregarding...

Sorry for that, I can understand what you go through. I usually always have my wife do all the calling for me as well.

YouKnowsIt wrote:
So couldn't she just phone them for you then?

Like I said, I've always had good experiences with GW through email in the past. There was no reason to suspect that they wouldn't get back to me in a timely manner. I try really hard not to put my wife on a support call if I can help it. One time, after being on jerked around by Microsoft support for hours, she wouldn't talk to me for a week.

Davor wrote:

Chopxsticks wrote:Well I just got my reply email and I ordered August 29th and the GW customer service person told me I missed the cut off and wont receive an issue until October.. lame

Well that is your problem. You emailed. Try calling them. Speaking to someone live does wonders.

Sqorgar wrote:What are you guys doing to get such prompt responses? I emailed them 30 hours ago and haven't received a reply yet.

Why do people keep insisting to email? Maybe I am old, but are people that lazy they can't talk to someone on the phone anymore? Is the cell phone just for texting now and not calling people no more?

Call someone on the phone you get a prompt response. Emails can take a a day or two to reply too. Why are you not calling? You would have had an answer by now by what you just typed out in the Dakka thread.

I insist on emailing because that's an option GW have given me. If they don't want customers to use it, they should remove the email addy as a choice.
It's 48 hours and still zero response while others have had responses after I emailed.
I dislike being on the phone for just about any reason. Bad enough I have to do it for work-related stuff.

Edit: And I'm old, too, Davor. Phones have morphed into every moment of the day intrusive annoyance.

last time i called GW, which has always been my first move Davor , concerning broken bits in my Silver Tower and Overkill boxes, they told me to email them...
the irony!!!

to be fair, it was so they could have pics of the bits that were broken on the sprues, but reading this conversation made me laugh about the situation...

Davor: "Have you tried calling?"
Me: "Yes, yes I did."
Davor: "What did they say?'
Me: "They said, 'Email us.'!"
heeheehee

i hope everyone gets their mag soon...

cheers
jah

The subscription price changed on the 15th of August so I imagine that was the cut off date.

Anyone in the US get their copy yet?
Friday and not a sign of it yet. :(

 tirnaog wrote:
Anyone in the US get their copy yet?
Friday and not a sign of it yet. :(

My mail usually arrives around noonish EST. If I don't get it today I start making phone calls. I ordered on 08 August at the early bird pricing so I know I got in before the cutoff.

I've been really patient, but from today on they're going to need to make this right to keep me on board.

Got a response at about 48 hours after emailing.
They realize there's an issue and they offered to source me a SEP magazine but couldn't make any guarantees I'd get one.

I've asked for a refund/cancel my sub. Not going to roll the dice in hopes they scare one up.

Local comic store says he's supposed to get some in this weekend. He had been my primary go-to until he started selling above MSRP on new releases.

I've worked retail, I know things happen. It kind of left a bad taste in my mouth how hard the dude I spoke to on the phone was throwing USPS under the bus though. Like, I get it, there was an error where they said everything was good then didn't inform GW that everything was actually not good in a timely fashion. But he kept bringing the conversation back around to it. I understand, dude, you want me to think it's not GW's fault, but we've moved on from that part of the conversation.

Mine didn't arrive but I only ordered the sub on the 25th Aug. Order showed as dispatched in my GW account though.

I called them this morning and the CS lady said that as I missed the cut-off the sub would start in October? So I asked to cancel and sure enough the September issue is now being sent out to me (model in separate box?).

I got my shipment notice and it'll be here next week. They sent it to me free for the mixup. Their customer service took care of me very well. I didn't threaten to cancel just pointed out why I'd subscribed and that I'd done it based on savings for tax/shipping/and first issue freebie. That I was investing in a magazine sight unseen that I was hoping would harken back to the late 90's early 2000's and boom they fixed it.

Their first reaction was a simple apology but 3 minutes after my follow-up email stating the above I had a notice of the September WD ordered under my account and got the shipping notification yesterday afternoon.

This is what frustrated me the worse when I had my subscription. There were months back to back where I would get my magazine weeks after
retail had gotten theirs. I would call them up and say it had to do with distribution and mass shipping verses single shipping.. or what ever the answer of the month was..

Hate to say it but the Post office has been doing their job for a very long time and have no reason to hold up mail. Sure there are mistakes
that can happen, but when a monthly magazine is consistently late by weeks vs retail arrrival, I don't feel it comes from the delivery system but when it was shipped out.
What I imagine is happening then, was a pallet of magazines are shipped to the main games workshop warehouse first; that would be shipped out with new products,
then the later printed magazines would be shipped out by the printing company or a third company .. with no rush to get it done..

Games Workshop can control this... but that would cause Games Workshop print buyers to do their job..

have ye seen this:
By way of apology we will extend all affected subscriptions by an extra month. This will happen automatically and we’re putting some additional plans in place to make sure these problems don’t occur again next month.

 tirnaog wrote:
have ye seen this:
By way of apology we will extend all affected subscriptions by an extra month. This will happen automatically and we’re putting some additional plans in place to make sure these problems don’t occur again next month.

Thanks for the update. Interesting that the scope has gotten bigger and now they are not anticipating subscribers to get their magazines until possibly the middle of next week.

This has turned into a bit of a debacle for them and probably quickly tanking any profit off the magazine if they are having to comp that many subscriptions in addition to the copies of the 1st issue they are sending to subscribers like me who missed the un-advertised cut off.

I am glad to see that GW is trying to make it right and again kudos to GW for using social media to help get the word out. Off course what would be better would be an e-mail to those affected so that you left wondering if you are getting the comp'd issue and of course have something to refer back to when coming October of next year your comp'd issue doesn't show up as promised.

jah-joshua wrote:last time i called GW, which has always been my first move Davor , concerning broken bits in my Silver Tower and Overkill boxes, they told me to email them...
the irony!!!

to be fair, it was so they could have pics of the bits that were broken on the sprues, but reading this conversation made me laugh about the situation...

Davor: "Have you tried calling?"
Me: "Yes, yes I did."
Davor: "What did they say?'
Me: "They said, 'Email us.'!"
heeheehee

i hope everyone gets their mag soon...

cheers
jah

Thanks for the laugh Jah. I did the same once. I called them and told to email them as well. The email was for the pics of the defective product I had.

Picked up two copies from the local comic book store. Haven't read it thoroughly but it looks very impressive. T

The cards for the various games are really neat. Only problem is they printed the cards (with cut-out lines and written permission to photocopy for personal use even) on back-to-back pages. You pretty much have to copy them so you don't destroy the other side/character or mess up the first page of the bonus Space Hulk mission stuff.

I bought my subscription pretty much the day it went up, but didn't receive it (and still haven't). I e-mailed GW's customer services and we've gone back and forth a bit, but the explanation was that there was a problem with their 'subscription partners' (?). They've re-sent my issue and I'll get two free ones added to the end of my subscription to make up for the inconvenience. So all's well that end's well, except I'm going on holiday on Monday so I won't get it till I'm back, a full two weeks after I could've just gone and bought it in Sainsbury's...

Ho hum.

No need for the quotes on 'subscription partners' - GW aren't a magazine printers. The mag will be printed at a printing company, and most likely shipped to a third party company for assembling the freebie miniature onto the magazine and then labelled and sent out. Many hands involved before it gets to the postie!

I used to stick freebies on the front of magazines way back in the past. You don't know monotonous hell until you are shown a box of cellotape, five pallets of Triathlon UK magazines and ten pallets of Powerbars and told to put the lot together.

Blood Triathletes.....their Powerbars didn't even taste nice!

 JohnnyHell wrote:
No need for the quotes on 'subscription partners' - GW aren't a magazine printers. The mag will be printed at a printing company, and most likely shipped to a third party company for assembling the freebie miniature onto the magazine and then labelled and sent out. Many hands involved before it gets to the postie!

Sorry, probably should have used speech marks - I was only indicating that I was directly quoting what they told me, not trying to imply anything with tabloid scare quotes! The question mark was because I didn't know what it meant, but you've explained it and it makes perfect sense.

Gotcha, no worries. Yeah, surprisingly complex to produce simple things, and usually cheapest to outsource to specialist sticker-on-er and mailing companies!

Still haven't gotten mine in the mail, and I ordered b4 the magic 1st issue cut off...GW better kiss my butt