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Is this the policy, or just the guy I'm talking to?



I had a problem with a GW product a few years ago, the case of a metal figure that had a part missing, and they were absolutely fantastic, the guy who picked up was really friendly, talkative, and knew about what he was talking about, he sent me out a replacement, and also an extra free sprue of IG heavy weapons when I remarked that I couldn't get enough of them, which was a really nice touch, and way more than I expected.

This time however, I opened up the armoured fist boxset I bought to find that the sprue had snapped slightly at the corner, and which resulted in the pair of the bits that go under the mounted lasguns to both be broken in half, and they are a bit irritating, on account of me wanting to convert it rather than just glue them on like you're support to (which would make it way easier).

This time I called up, and said that it was something I'd bought from a supplier, but I thought it'd be easier to go straight to them on account saving me the trip to my FLGS, who would then have to call up anyway. Apparently I have to go through the supplier rather than them. I also don't want to sound bad here but the guy also had a heavy Asian/Indian accent making him difficult to understand. Is this the standard, or should I call back again and hope I get a different guy?

It's unusual for GW, but it is perfectly valid from CS point of view, the contract is between you and the company you purchased from, and therefore they would be the ones to issue a refund or replacement.

That said, the fact that you're clearly not happy with how you've been treated means that GW have failed on some level (it is customer services after all,) and it might be an idea to call back and see if you get a different response?

Finecast, and people taking advantage of the issues to phone up and get free replacements whether they needed one or not, does seem to have made the, more reticent just to throw product at anyone with an issue these days however. You still don't often see people with an issue about GW CS, but it does seem more frequent than two or three years ago.

A quick update on my customer service issue. I called back on Monday, and was told to email them a picture, and some kind of proof of purchase, and everyone I spoke to agreed that it was easier to go straight to them

Rather than replacing just the sprue, they replacing not just the Chimera, but the entire Cadian Armoured Fist free of charge, and turned down my offer of paying shipping as they were doing so much.



All in all, a very positive experience.

For all the guff we give GW, their customer service is almost universally praised here. They have a good crew there.

That sounds alot more like the GW customer service I have recieved.

They've only been a bit more difficult when they have repeated issues (2 broken fire raptors later they just gave up with me)

 winnertakesall wrote:
A quick update on my customer service issue. I called back on Monday, and was told to email them a picture, and some kind of proof of purchase, and everyone I spoke to agreed that it was easier to go straight to them

Rather than replacing just the sprue, they replacing not just the Chimera, but the entire Cadian Armoured Fist free of charge, and turned down my offer of paying shipping as they were doing so much.

All in all, a very positive experience.

The first guy you spoke with was probably new.

GW does have fantastic customer service, in so far as product quality and replacement goes.

Indeed, if GW does anything right it's their stellar customer service. Given how expensive and prone to breakage their products are, it's a good policy on their part to instill confidence in their customers.