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worst thing I had missing or damaged from GW was a missing transfer sheet that they sent out lickety split.

Charax wrote:
...let alone to suggest harassing them about it is childish and entitled.

....but whatever you do you should not be asking FW to help you cover you

Yeah that's not what people are saying. But then I guess it would have taken a certain level of maturity to realise that There's a giant chasm between "we expect FW to cover you for your mistake" ...and... "feth you, buy another £1250 kit to replace that part that probably cost them a few bucks to make".

And harassing companies is a time honoured way of dealing with them when you don't get the answer you want the first time, especially if it's a largish company and you're likely to be talking to a different person the next time you ring up. Sometimes the person you spoke to was just having a bad day and the person you speak to the next day will be more helpful. Sometimes the person you spoke to was just hired in temporarily to deal with the Christmas rush and doesn't have any stake in the company or satisfying customers. Sometimes the person you spoke to was the trainee who doesn't even know the process for how to help you.

Calling it childish and entitled is silly. At the end of the day any retail company would prefer satisfied customers than unsatisfied ones and by contacting them and asking you're offering them a window to satisfy you, in this case they could probably do it without even costing themselves any money.

If I had a penny for each time I've spoken to one representative of a company and gotten a crap answer then asked another representative of the same company and gotten a good answer... I'd have a few pennies

Often if you have a good argument as to why the company should do XXXXX for you as a customer you just need to get the right person on the other end of the line to convince them.

Granted sometimes you just get companies with crap customer service in which case you end up chalking it up as a loss and never buy from that company again, but people typically tout FW as having good customer service.

 Peregrine wrote:

AllSeeingSkink wrote:
Sorry I should have added the line...

"....and then your upholsterer saying they won't fix that one seat for you even if you offer to pay for it"

The difference is that the upholsterer (presumably) offers the single-seat repair job as a normal service, so all you're doing is making a normal purchase from them. FW doesn't normally offer sales of single parts, so you're asking them to make a special deal with you to cover for someone else's mistake.

".

Actually, it's not that different. My upholsterer literally told me that she charges by the sheet of leather. It doesn't matter if you use one square inch of it or the whole sheet. One seat takes about half a sheet, so having two seats done is only marginally more expensive than having one done.

"So do I bombard Forge World with emails and phone calls? Or do I give up on obtaining the missing part? "

Why would you do that? They haven't done anything wrong. Sure it would be an easy answer for you - but not necessarily for them.

Have yet another look. The parts have to be either in your house or at the painter's. If no joy, it's a shame, but - it's not Forgeworld's problem.

I'd seriously suggest you go to somewhere like Shapeways.com and have a custom piece 3D printed for yourself. Just make it the best quality one you can get, and make the details relatively simple.

 cuda1179 wrote:

 Peregrine wrote:

AllSeeingSkink wrote:
Sorry I should have added the line...

"....and then your upholsterer saying they won't fix that one seat for you even if you offer to pay for it"

The difference is that the upholsterer (presumably) offers the single-seat repair job as a normal service, so all you're doing is making a normal purchase from them. FW doesn't normally offer sales of single parts, so you're asking them to make a special deal with you to cover for someone else's mistake.

".

Actually, it's not that different. My upholsterer literally told me that she charges by the sheet of leather. It doesn't matter if you use one square inch of it or the whole sheet. One seat takes about half a sheet, so having two seats done is only marginally more expensive than having one done.

So it's completely different. It doesn't cost FW anywhere near as much to cast 1 part as it does for them to cast a whole titan.


Automatically Appended Next Post:

 cuda1179 wrote:
I'd seriously suggest you go to somewhere like Shapeways.com and have a custom piece 3D printed for yourself. Just make it the best quality one you can get, and make the details relatively simple.

Are there any existing models on shapeways that would work? It looks like a pretty difficult piece to CAD up and actually have work.

I was originally going to suggest try scratch building it, but looking at the piece in question (if I'm understanding the OP correctly) it looks like a bitch to either CAD or scratch build in any way that'd look as good as the original piece.

I wouldn't "bombard" FW with phone calls, but I'd call them occasionally to see if there's a new person on the help desk or if the piece in question has fallen in to the bits box.

Hell, I don't know how many Warlords they make, but it wouldn't surprise me if they bin a few miscasts of that exact piece from time to time, maybe they could send you one of the miscasts

If this thread has taught me anything, there's a lot of inflexible dakkanaughts I hope never to do business with

@Igenstilch: That's a tough break. Maybe check out the Titans Owners Club blog site. Someone somewhere who bought a Warlord Titan may have that piece as an extra or whatnot, crazier things have happened, especially with folks who like to customize their models. Also, maybe find someone who just got one and has some parts missing and when they make that call to FW to get their missing parts they can add your missing plate as well?

Silly question - you mentioned checking the room it was kept in, and the painter having checked their studio. Have you checked the vehicle the pieces were transported in?

Im pretty sure that if you give them a call and speak to someone else, they will send you replacement parts.

If you get the same guy and he says the same thing, ask him nicely if you can speak to the person in charge .

Ive never know them to use this stance and stick to it, especially with such an expensive kit.

You should keep us updated. I'd like to know how this turns out.

Are you sure it was there when you built it?

If fw refuse, i wouldn't feel bad contacting a recaster for the bit you want; you're not doing fw out of business and it might even be right first time. That or getting a sculptor to make you a custom plate.

Advice to the OP - lie to Forgeworld and get the part. Your honesty and earnestness are noted, but not doing you any favors.

You paid a lot of money for that model, and it would be a shame to lessen your enjoyment of it based on a single missing part. If their policies don't permit them to provide you with a replacement, you should not be on your own.

I know no one wants to be dishonest in our interactions, but how much did that cost - $1,000+? For that amount of money, it's reasonable to expect to get a part if needed. Imagine if it was an iPhone and you could not get service, or not buy new peripherals. At a certain point, it becomes wrong for a company to not offer service.

Maybe FW has to cast a couple extra titans so they have parts available when something like this happens, or maybe they change their policy in the future. But you are a consumer, you worked for the money used to pay the model, and Forgeworld is not exactly a person - you can't hurt their feelings.

 techsoldaten wrote:
Advice to the OP - lie to Forgeworld and get the part.

'If somebody won't give you what you want, steal it from them'.

 Lord Damocles wrote:

 techsoldaten wrote:
Advice to the OP - lie to Forgeworld and get the part.

'If somebody won't give you what you want, steal it from them'.

If a company won't support their product, resort to whatever means necessary.

 techsoldaten wrote:
If a company won't support their product, resort to whatever means necessary.

What about mass scale recasting?

Im gonna have to throw my vote into the hat for buying a recast to get the part.

If you are willing to pay for a replacement part, and they are not willing to make it, i would tell them to stick it and go to 3rd party. Every titan is numbered so they know exactly who got what titan and if you call up and say hey im such and such who bought this titan that was cast number xx, and i can prove my ID, i just need to buy this one replacement part because its lost. Then they still tell you no, then thats bad practice.

Im of the mindset that if a toy company is not willing to work with a customers that spent over $1000 USD on a resin/plastic toys, then its their own fault recasters are out there getting their business.

I'm going to lock this thread for now, as for obvious reasons we completely do not condone the advocation of recasting on Dakka Dakka, regardless of people's personal views on the matter, and this has veered into that territory.

If the OP wants to update on their (legal) resolution to the dilemma when the time comes, PM me and I can reopen the thread then.

Thanks all