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 casvalremdeikun wrote:
You know, if you are going to complain about getting all the free stuff, I can PM you my address to send them to, I will gladly pay for shipping.

Honestly, WHY CAN'T THIS EVER HAPPEN TO ME?!?!?! The only thing that ever happened like this is when my Baal Predator came with no instructions, they sent me a PDF of them. Woo Hoo!

I sorta know the feeling, best thing that ever happened to me was I got a slightly warped plastic Meganob piece that wouldn't fit correctly (its the side panel for the body) and it snapped in half when trying to fit it and this was my 5th meganob I assembled so it wasn't a new experience for me. Emailed GW with a picture of the piece and a circle around the part on the instructions and they sent me a new sprue. I was fortunately able to make an extra Meganob for the new sprue minus a damaged side panel and not having the bits to put the "gob" plating around the Meganob head. GW customer service is on point with replacing damages and helping their customers. If only they could do something about the unsatisfactory rules they keep publishing.

I've had;
- Ordered 6 metal Fiends of Slaanesh, had them shipped to the store. When they show up, I notice that every single model is missing its tail!
Ring up mail order, they send out 6 replacement Fiends.

- Tried out a pack of the Finecrap 'Banners of Tzeentch' bitz pack. When it arrives, the banner with all the horns is badly miscast. Call up mail order, explain how part of the banner is now 'see-through' & that the horns have a 2-3mm gap in them. They send out a replacement pack, same thing. Take it into a GW store to show them before calling again, so that I don't come off as trying the swindle free stuff, they call up mail order, confirm that the one banner is horribly miscast.
Mail order sends me a 3rd pack, same problem, only this time, the pack I received came with 2 of the 'burning banner w/bird skull' banner! So now I have a whole slew of Tzeentch banners, and 3 that would need hours of re-sculpting!

- Best one of all...
When our local store closed, I made a final bitz order as staff. Now to prevent shenanigans, all staff bitz orders can only be sent to their own store, and since ours was closing, I had to ring up mail order so they could put it in as a special order and have it sent to my home.
Suffice to say, I ordered a gakload of stuff! (hey, gotta maximise that discount, right?!) All told, including taxes, the order cost me just shy of $300.
A couple weeks go by, and no order has shown up yet. I call to enquire what's going on, and find out that an error had been made and my order had literally just been sitting in the warehouse with nowhere to go! So over the phone the customer service rep puts it into the system to have my order shipped to my house instead of the now non-existing closed-up store.
A couple days later, a very large parcel arrives!
A couple days after that, I get a call from the nearest GW store, informing me that my bitz order has arrived...

I find out that apparently, an error was made when the rep put it into the system, and my order got double shipped. So, I ended up with a double order that I was told to "enjoy, it's our mistake!"
Basically I ended up with stuff like 3 boxes of Flesh Hounds for the price of 1 (they packed an extra box by mistake too!), 4 boxes of SW Termies, 2 Daemon Princes, double the LotD I'd ordered, etc... Best $300 I'd ever spent at GW!

I've been buying from GW for 25 years now and their customer service is first rate.

Be it mail order (had an Epic Leman Russ Company missing one turret piece, I got sent an extra Epic Leman Russ Company as a replacement (and mysteriously a Human Bloodbowl team!) or in store.

FW is good too. Had a miscast Power Sword for the Knight I got at Salute. I didn't even look at it for about 6 months (and long lost receipt) and on asking over phone if anything could be done the chap went and made sure a new piece was cast and sent out. Had it in a few days. Top banana!

I really should have had them send me a new Librarian with Staff and Book. The entire right shoulder was a mess. Unusable. But that was almost two years ago.

 CURNOW wrote:
Where do you think the mail order troll name came from ? It wasn't clever branding. Back in the glory days when you could ring up mail order and they would send out a free poster of the month that had all the new releases and offers on it i once had one where they had drawn giant boobs and willys on every model .

That is priceless

I had hand-written replies from Gav Thorpe, Jervis Johnson about rule queries.

Ah, the good old days!

When did good customer service translate to a company being run by morons? They messed up a couple times and instead of hassling you to return all the stuff they let you keep it. One of the few companies that still does this.

I had something similar happen to me ages ago. I ordered some tomb kings and a spray paint. I hadn't received it in about a month so I called. They rush delivered my order to me and then the day after getting the rush order the original order arrived. They had shipped it using the wrong service(something to do with the spray paint)so thats why it took so long.

Good customer service is not just doing things right.

Good customer service is also fixing things when they go wrong.

GW has good customer service - they fix things when they go wrong, rather than try to blame you for the problem.

The Auld Grump

 Hückleberry wrote:
When did good customer service translate to a company being run by morons? They messed up a couple times and instead of hassling you to return all the stuff they let you keep it. One of the few companies that still does this.

I had something similar happen to me ages ago. I ordered some tomb kings and a spray paint. I hadn't received it in about a month so I called. They rush delivered my order to me and then the day after getting the rush order the original order arrived. They had shipped it using the wrong service(something to do with the spray paint)so thats why it took so long.

Well messing up once or twice is expected. but more than that is a problem.
clearing some one is messing up hard in the packing department.
its nothing really to complain about since you are still getting what you ordered.. just much later after many freebees.
thats a bad shipping department not a bad customer service.


They were cool enough to send me a new tau codex as the corner was horribly crushed in shipping.
i ended up with a nice book and a play book

Getting stuff done correctly is an expected standard...

People getting stuff wrong isnt bad customer service its bad ops training ..bad customer service is them choosing to not give a dam .

Good customer service is trying to go that extra mole for customers as a norm and that extra 100miles as a sorry .

Ive seen staff who constantly do everything 1000% for customers and pre-empt their needs and everything is done professionally and easily but because they make it look so easy they never get seen as giving great service . Wheres ive seen others who balls up almost every transaction and then run around trying to fix it and taking up loads of their colleges time get high praise off customers as it looks to them that they are going out of their way to fix the issue ,completely mossing out on the fact that they were the issue .

I don't have any problems with GW customer service, but I also realise they're just doing what the law tells them to do without being dicks and asking you to return items that would just be more costly for them in the end anyway.

Back when I was one of the many, many people that had a 3rd edition WH40 Big Black Book with a dodgy binding, I had to call up GW customer service.

To confirm that I actually owned the book, he asked me to read off Word X on Page Y....

So, I opened the book, which went *POP!*

He laughed and said 'I know that sound!' and put me down for a replacement copy right then.

For all my myriad complaints, GW has good customer service. (And that Big Black Book is still my favorite edition of WH40K.)

The Auld Grump

I am never concerned about ordering from GW. I know if something is wrong that they will set it straight.