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I’m waiting for an email back from FW about a missing part, I’ll post here when I get their response.

OP, it looks like the mold for Curze needs to be replaced, the detail is poor in many places, never mind the issues with the back. I’m guessing that they are reluctant to make a new mold as it’s probably not a big seller these days so it wouldn’t be cost effective for them.

tauist wrote:
I see. So before, yall had it too good and got used to it. Time to readjust expectations..

I remember being really weirded out when I got a huge delay in one shipment I ordered from GW, mailing then about it and they just sending me a new shipment of the exact same order.. In the end I ended up with two duplicates of that order once the postal ques cleared. Thought I musta gotten really lucky, had no idea it was their SOP in the past.

Anyways, I have a full-resin Land Raider coming from FW. I'll be sure to inspect the pieces once it ships just to make sure I don't need to return it straight away (for any reason).

What you and others perhaps missed is that under UK retail regulations, if a product is faulty when supplied mail order, then the retailer is responsible for the cost of return shipping. So if you've a product that's not fit for purpose, expecting it to be returned is just an increase in your costs which has no benefit over mailing a replacement straight out.

If a consumer just decides that they don't like the product, absolutely have a right of return, but if it is done on a "change if mind" basis, rather than with the agreement that the product is faulty, then they're liable for shipping costs. If I'd received an item I felt was below the expected standards from a company, then was told that I had to spend more cash on top of the already ludicrous price of that item to get rid of it in the chance of maybe getting my issues fixed if I bought another one, I'd be irritated.

So this idea that FW has historically been excellent after sales has always, at least in part, because it was simply the most expediant way for them to fulfil their legal obligations.




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 TwilightSparkles wrote:
You could have fixed it in the the time you've spent going back and forth and doing videos and pictures. I've had far worse and fixed it easily.

The only ways this can be true is if you've not understood the images as presented or you've got very low standards as to what is acceptably "fixed."

I won't buy Forge World. The amount of hassle and time I've had to spend on poorly-cast, warped, thin, double-cast products to get them looking okay is ridiculous - and to pay a premium for that? It stopped making sense for me a long time ago. I'd rather do without.

 Undead_Love-Machine wrote:
I’m waiting for an email back from FW about a missing part, I’ll post here when I get their response.

OP, it looks like the mold for Curze needs to be replaced, the detail is poor in many places, never mind the issues with the back. I’m guessing that they are reluctant to make a new mold as it’s probably not a big seller these days so it wouldn’t be cost effective for them.

Just to follow up, it’s been 14 days since I emailed Forge World and I have had zero response.

Not sure whether to email them again, or call customer service.

 Undead_Love-Machine wrote:

 Undead_Love-Machine wrote:
I’m waiting for an email back from FW about a missing part, I’ll post here when I get their response.

OP, it looks like the mold for Curze needs to be replaced, the detail is poor in many places, never mind the issues with the back. I’m guessing that they are reluctant to make a new mold as it’s probably not a big seller these days so it wouldn’t be cost effective for them.

Just to follow up, it’s been 14 days since I emailed Forge World and I have had zero response.

Not sure whether to email them again, or call customer service.

Last time I had missing Forge World parts they ghosted me for 6 months and it took emailing GW's CEO to get them to address the issue.

Bloody hell!


Edit: I got a response today, they are sending me out the missing part!

So I got a replacement today (they need a copy of your receipt, a report with your details and what the issues are, and you have to pay postage, so it's a bit of a hassle) and it seems like most of the problems are still there.

It is a bit of an improvement over the previous model (little shin skulls are largely fixed, chest skull is only misshapen at the jaw so that part can just be removed, some ultra-thin trim is back on the model), but I'm not sure if it's worth fighting forgeworld over this.

One if the back fins is less than paper thin, but its at least mostly level with its counterpart fin now. A rib is also mushed into his abs, so I'm not sure how to fix that without drilling into the model and sculpting it back myself. Plenty of broken trim too and the back vent still has holes in it.

They also put the most delicate parts in a separate bag this time, which is good as those parts could easily break in transit otherwise.

I think this is just a case of it being as good as it gets, I'll post some pictures later just so people know what they're getting when they order this model.

It's odd that they made you pay, now I'm worried. I'm slowly going through a large word bearers order and setting aside all of the stuff that needs replacement.

GW customer support has always been excellent in my own experience with replacement parts. FW customer support on the other hand is just the opposite, I haven’t ordered directly from FW for this reason alone after putting in 2k worth of orders.

They didn’t ask me to pay for shipping, but they are sending me a missing part, not a replacement.

a fat guy wrote:

I think this is just a case of it being as good as it gets, I'll post some pictures later just so people know what they're getting when they order this model.

Thanks for the follow up post. This is basically what I expected. Curze is an exceptionally delicate sculpt and resin has its limits.

Oof sorry that you've had a rough time. My experience was always positive, even if they are a bit dumb at times they were always helpful.

My last dealing was for Escher weapon packs, so probably early 2018. Ordered 2 of the same pack, each pack had 1 broken weapon, both different. The CS guy wanted to be very clear that I had a different weapon broken in each pack, I figured it was so that he could cover both with just 1 pack. But I received 2 replacement packs anyway.

Funniest one was with my friend who got a Monolith mispack, double side sprues instead of a side and a front&back sprue. They kept sending him the same sprue he already had doubles of, instead of the one that was missing. By the time they sent out the correct one, he had amassed a little crate of Monolith side sprues. We used them for terrain and basing for years and the other locals thought we must be absolutely loaded to use cut up Monoliths for basing

 catbarf wrote:

My friends and I joke that the way to tell whether a model is genuine Forge World or a recast is to look at the casting quality. If it's got mold slips, awful mold lines, obnoxiously placed gates, tons of air bubbles, and poor fitment of all the parts, it's genuine Forge World.

The few things I've had from FW in the past make me agree with that, even if you were joking. I'd be put off resin for life it hadn't been for recent things from Maelstrom's Edge, Modiphius, Mantic, TTcombat and a whole host of kickstarters. Shame the 'experts' at FW/GW can't manage resin.

As recently as 2 months ago I got a replacement from FW for a whole blister of Necromunda weapons because I ordered Weapon Set 1 and they sent me a blister labelled Weapon Set 1, but containing Weapon Set 2. They let me keep the incorrect set, and sent out a whole fresh blister.

The only time I have had issues with GW or FW customer service was when I bought a shrink wrapped box of stormcast second hand, and asked about replacing a part that just straight up wasn't on the sprue. Yeah, I didn't buy it straight from them, but it was an unopened box, so it felt gakky of them.

I've never even had either GW or FW really argue with me about Finecast or Resin stuff that was borked, normally a quick email showing the damage is enough.