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Based on the thread I sent an email and was advised that I was after the non-advertised cutoff for September and that my subscription started with the October issue. No other options were provided for their customer service oopsy except to buy it instore or online (and hence pay tax either way and shipping charges if purchased online). Since that's a portion of the savings I was adding in to my subscription I've asked if there is a way to pay the flat cost of the magazine and have it sent to me without shipping or tax.

GW is normally really good on the customer service so here's hoping.

**Edit**

Nevermind, they already fixed it. I do love GW customer service.

I am in the US. I have not received my September issue, I did buy an issue last Friday cuz I wanted it that second.... I called customer service today. The guy was super nice. Said that I am due a September issue and and explained the postal delay... He also added an extra issue to my subscription since I went out of pocket to get the issue last Friday. I didn't expect that. It was a nice touch.

Yeah, when I offered to just give them $9 for a copy they just sent me one for free due to the script mix up that was on the website for the subscription cut off to get the September issue. They were awesome.

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

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

That was the first reply I got. I followed up with another email stating that nothing said I wouldn't get September's when I ordered on the 23rd and they made it right by me.

I called and spoke to Customer Service. The guy I spoke to (he kept calling me "man" which was a little annoying) explained in detail what was up and it is unfortunate but this was actually not GW's fault. The Postal Service did not notify them that there was a problem for five days after the order was submitted. Apparently every magazine had to be relabeled and resubmitted. So it sounds like, if USPS had their poop in a group that the magazines would have been early . Frustrating, for sure, but this is not GW's fault (for once). Apparently, if one does not receive their issue by Saturday, they can call CustServ and a new one will be sent or they can opt to have a magazine added to the end of their subscription (my understanding, at least. I could be wrong about the second part).

 EnTyme wrote:
Has anyone who pre-ordered in the US received their copy yet? I was really hoping on seeing it today, but no luck.

As of yesterday, 9/6/2016, I had not. I haven't checked my mail today, though.

I preordered on 8/18/2016.

not that it makes the situation any better, but subscriptions have started a month or so after you bought it ever since i took out my first one in 1990...
they really should spell that out in large capital letters, though...

cheers
jah

Albino Squirrel wrote:
Even if the magazine is decent, they managed to screw up everything else. Sounds like most subscribers aren't getting it until well after it has appeared in stores, which is ridiculous. And ridiculous that they implied it was the fault of the post office, which I'm sure is not true. They still don't have the digital version ready, well after everyone that wanted the magazine already subscribed to the print version. They just didn't get anything right.

Oh, you're sure it's not true? Well then, glad that's settled.

I live in Japan which is famous for having a very good postal service. I got my white dwarf last Thursday. (triple wrapped too) I think that says something about who is at fault. The digital magazine is more of a problem but it is pretty common for things to get held up in the apple submissions process.

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

No reply yet but I did tell them to cancel my subscription and refund me if September issue wasn't on the way (I said it politely).
No response yet.

They took care of me so I'd not worry to much. Be polite and don't push super hard and they bend over backward to make it right. At least they alays have for me.

 privateer4hire 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

No reply yet but I did tell them to cancel my subscription and refund me if September issue wasn't on the way (I said it politely).
No response yet.

Seems like a slight overreaction, but to each their own I guess..

 Hulksmash wrote:
They took care of me so I'd not worry to much. Be polite and don't push super hard and they bend over backward to make it right. At least they alays have for me.

This. GW Customer Service is very good. They have taken good care of me whenever stuff wasn't all good. I have never understood why people some people feel the need to be rude to people that are trying to help.

Chopxsticks wrote:

 privateer4hire 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

No reply yet but I did tell them to cancel my subscription and refund me if September issue wasn't on the way (I said it politely).
No response yet.

Seems like a slight overreaction, but to each their own I guess..

Missing a $10 issue (with rules for board games I really wanted) with a free $15 miniature ---- $25 value---on a $90 subscription seems worth the overreaction.
Since Issue 1 was the biggest selling point for me subscribing, I guess maybe my response is proportional...

It was for me too. Which is what I pointed out in addition to the fact that I didn't want to pay tax and possibly shipping for the first issue since that was part of my savings as well. Not 3 minutes after I sent that email did they have it fixed for me. This was early I the day when they probably had more free time but they were amazing at responding to my issues. Granted I offered to pay a flat $9 for the magazine if they'd drop tax and shipping since they said my subscription didn't start till October but they didn't even make me do that.

Seriously, they were amazing for me.

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

 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.

In my case, I called them. That seems to be what a lot of people did. Still 30 hours is an aberration for GW Cust Serv. Normally, unless it is a weekend, I hear back in 24 hours or less.

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 :/

Doesn't seem fair to blame GW for the postal services' screw up.

 H.B.M.C. wrote:
GW's customer service has always been above excellent, so I expect a good result here.

Guess there's a first time for everything.

They told me "Wait longer.".

That's helpful.

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.

 H.B.M.C. wrote:
Doesn't seem fair to blame GW for the postal services' screw up.

 H.B.M.C. wrote:
GW's customer service has always been above excellent, so I expect a good result here.

Guess there's a first time for everything.

They told me "Wait longer.".

That's helpful.

Patient: "Doctor I'm feeling unwell."

Doctor: "Get better."

 privateer4hire wrote:

Chopxsticks wrote:

 privateer4hire 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

No reply yet but I did tell them to cancel my subscription and refund me if September issue wasn't on the way (I said it politely).
No response yet.

Seems like a slight overreaction, but to each their own I guess..

Missing a $10 issue (with rules for board games I really wanted) with a free $15 miniature ---- $25 value---on a $90 subscription seems worth the overreaction.
Since Issue 1 was the biggest selling point for me subscribing, I guess maybe my response is proportional...

If you felt it was worth the money why delay is deal breaker? Now, next week. You'll be reading it in the end. It's not like we are talking about delay of years...

He's not complaining about a delay, he's complaining about not getting the first issue he was expecting.

 casvalremdeikun wrote:
I called and spoke to Customer Service. The guy I spoke to (he kept calling me "man" which was a little annoying) explained in detail what was up and it is unfortunate but this was actually not GW's fault. The Postal Service did not notify them that there was a problem for five days after the order was submitted. Apparently every magazine had to be relabeled and resubmitted. So it sounds like, if USPS had their poop in a group that the magazines would have been early . Frustrating, for sure, but this is not GW's fault (for once). Apparently, if one does not receive their issue by Saturday, they can call CustServ and a new one will be sent or they can opt to have a magazine added to the end of their subscription (my understanding, at least. I could be wrong about the second part).

So GW labelled the magazines wrong in the first place. How is that not their fault?

It's a pretty major screw up to have the big first issue of your new monthly magazine you've been promoting heavily not be in the hands of subscribers until over a week after it's been on store shelves.

Also a pretty major screw up to not announce the digital version until after the first issue releases, then not have the digital version actually be ready when you said it would be.

via FB

Praise be to the Omnissiah! The rituals have been completed, the canticles have been incanted and the White Dwarf App – bringing you the digital edition of White Dwarf – is ready to go! So, if you want to get White Dwarf on your Android or iOS device, head over to Google Play and the Apple App Store to download the App, then take your pick – download a single issue or take out a subscription. And don’t forget, we’ve also got combined subscriptions – get the print and the digital editions at one great price. More info on our website: www.games-workshop.com
Android: https://www.games-workshop.com/en-GB/White-Dwarf-Digital-Subscription-ePub?_requestid=4263531
iOS: https://www.games-workshop.com/en-GB/White-Dwarf-Digital-Subscription-iPad?_requestid=4263544


…

Herzlos wrote:
He's not complaining about a delay, he's complaining about not getting the first issue he was expecting.

Yup. Delay is acceptable. Missing the first 'big issue', the one that convinced me to even give WD subscription a try again, was what has me annoyed.

Sorry if I missed it, but does anyone know what the non-advertised cut off date in the US was?

At this point I am definitely disappointed and it sounds like the news may only get worse and that I am possibly waiting on an issue that may never come and may have missed out on getting the 1st issue altogether. As other's have said, my big incentive for pulling the trigger on the subscription was two fold;

1. Promise that would get the magazine before or on date of release
2. Complimentary miniature valued at $30 USD

GW has already failed to meet expectation #1 and yes I hold GW ultimately accountable as while the USPS may have been slow to notify GW that the mailing was being rejected, the root cause was GW (or their contracted mail house) did not label the mailing correctly which likely would have resulted in the USPS not being paid the right amount for postage (hence why it was rejected).

It looks like I need to pop over to my local GW and see if they still have any issues as well as following up with GW customer service accordingly.

Lord of Deeds,

Email Games Workshop US Customer Service at CustServ@gwplc.com

Tell them your order number and date. They will tell you if you made the cut-off date or not. I have not seen anything with the date, which is frustrating.

So called customer service and got things sorted.

Consistent with earlier accounts, there was a cut off date. I couldn't get an exact date other than the customer svc. rep. referenced that the cutoff was when $80 USD pre-order special changed to the standard $90 price. At this point they are sending me the 1st issue though it likely will not arrive until next week. There wasn't an immediate offer to send me the 1st issue. Initially there was only apologies for any confusion and lack of communication. Instead I had to explain that having been informed about the delay via Facebook and not knowing that I missed the non-advertised cutoff date I had deliberately forgone purchasing a copy when I had the opportunity to still expecting to receive a copy in the mail. In other words, if I had known, I could of planned accordingly and would have been content. That if all they could offer was their apologies for the confusion my resolution would be that I would call my local games store and if they did not have a copy available for purchase I would call back to cancel my subscription. It was at that point the rep offered to dispatch the 1st issue.

I did call my local GW anyway and just by happenstance they just received today 15 additional copies for the 1st issue. They also got in their new release stock including only two void shield generators and only 4 Kharns. So just a heads up if you are planning on picking those up in store that on hand stock maybe very limited.

I am still unhappy about the whole sequence of events as they obviously had a forum for informing people, i.e. their store page, facebook, e-mails for orders placed after x-date, etc.; and their initial reluctance to do anything until I threatened to cancel my subscription, but I am satisfied that they did ultimately commit to sending me the 1st issue.