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These guys from what I heard have amazing customer support and my case they were right! Bought a box of plague marines and had a miscast on one of the guys on his leg being half missing. Called up gw and they are sending me a replacement free of charge. Took 7 minutes for the call and no hassle. Never had a problem fixed so fast. Just amazing. No pictures required or hopping from rep to rep on the phone. Upstanding service.

Glad you had a good experience!!

GW do have very good customer service. They have to, being the biggest supplier of wargame miniatures in the world.

Did you have to give them a number on the box? I called them once and wanted some number that might tell them which batch might have more miscasts. I didnt have the box, but they still sent the spure(not whole box) I needed. Great service.

I've never had any problems with GW customer service. I was one of those with a mispacked Dark Vengeance box, and they send the missing sprue to me. They didn't even ask for the batch number off of the box (I'm guessing it was a common enough problem by that point).

They didn't ask for a batch box number either. Wish I knew how easy they were to deal with. Had a few miscasts with finecast

GW customer service is excellent, say what you will about everything else. Glad you had a good experience!

 conker249 wrote:
They didn't ask for a batch box number either. Wish I knew how easy they were to deal with. Had a few miscasts with finecast

it sounds like the only reason they've gotten weird with Finecast miscasts is the volume of problems, and mroe than a few people got badly cast models replaced with badly cast models.

Yeah GW customer services are excellent. Just wish I didn't have to keep calling them up.

We sell you a £5 product for £20.
We are happy to replace any defect you find as we only reduce the profit on the ONE SINGULAR sale from 75% to 50%.
We want to keep you happy as you are paying DOUBLE what other companies charge for similar product.

Hugs and kisses GWplc customer services.

Lanrak wrote:
We sell you a £5 product for £20.
We are happy to replace any defect you find as we only reduce the profit on the ONE SINGULAR sale from 75% to 50%.
We want to keep you happy as you are paying DOUBLE what other companies charge for similar product.

Hugs and kisses GWplc customer services.

The big guys charge the most, so what? GW models are way better than Mantic ones, I just bought a huge goblin army and the figures are gak compared to the GW ones. Nike shoes cost more than Donnay ones.

Give some credit where its due.

their custommer service is amazing, I had a 25th anniversary model with a miscast and i emailed them and 1 day later another one is comming to me through the post no question asked.

This is after the date they stopped selling them. they must had a few left and I was lucky to get them.

You folks do realise its part of you rights as a customer to be able to get a replacment or refund on defective products ...
ALL retail outlets are subject to the consumer act
(In UK its law.)
GWplc are very good at replacing defective items , as they HAVE to do this by law.
(As refunding the cost of the item cost them far more.We will send you another £5 item rather than refund your £20!)

mattyrm
Look at painted up Mantic zombies and ghouls.
Look at painted up GW plc zombies and ghouls.
Which are better ?
Which are cheaper ?


If you like 40k /WHFB minatures and happy to pay a premuim price.Fair enough.

But dont try to make out GWplc care about customers , when they just pick the cheapest option to conform to UK law.

Regardless of it being law it was still easier than any other company I've delt with in the past. Microsoft was horrible to deal with. As for prices I paid for what I wanted. Gw charges what they do. I still play this game and buy what I need.

Lanrak wrote:

You folks do realise its part of you rights as a customer to be able to get a replacment or refund on defective products ...
ALL retail outlets are subject to the consumer act
(In UK its law.)
GWplc are very good at replacing defective items , as they HAVE to do this by law.
(As refunding the cost of the item cost them far more.We will send you another £5 item rather than refund your £20!)

mattyrm
Look at painted up Mantic zombies and ghouls.
Look at painted up GW plc zombies and ghouls.
Which are better ?
Which are cheaper ?


If you like 40k /WHFB minatures and happy to pay a premuim price.Fair enough.

But dont try to make out GWplc care about customers , when they just pick the cheapest option to conform to UK law.

Try as you might to keep to your agenda and put a negative spin on it, they have some of the best customer service going.

 Rayvon wrote:

Try as you might to keep to your agenda and put a negative spin on it, they have some of the best customer service going.

Actually they have the exact same customer service level as anyone else on the industry that I had problems with.

I had missing pieces in an Infinity Aleph Myrmidon box set: One email explaining it, and they sent me the missing pieces, no questions asked.
I had the wrong cards in a Wyrd Malifaux Collodi box: One email explaining it, and they sent me the right cards, no questions asked.
I was missing an arm from an Empress Miniatures American paratroopers blister: One email explaining it, and they sent me a whole new 4 man blister, no questions asked.

So yes, GW customer service is pretty good, but it is exactly the same with every other manufacturer that I've had similar problems with.

 Balance wrote:

 conker249 wrote:
They didn't ask for a batch box number either. Wish I knew how easy they were to deal with. Had a few miscasts with finecast

it sounds like the only reason they've gotten weird with Finecast miscasts is the volume of problems, and mroe than a few people got badly cast models replaced with badly cast models.

I've had this from them, 2 of the miscasts were even opened and checked by the customer service guys before being shipped. At least they are easy enough to contact and send out replacements fairly quickly though. I just gave up bothering after a while