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Totto wrote:
So I mailed their support at uk.custserv@gwplc.com on Saturday night, I also posted a response about my isssue on their facebook post regarding their "nurglings in the machinery eliminated, go ahead and order again" and on their Twitter tweet about it.

Still no response from them. What I did realise however is that there were quite a few people who had the same problem, most have not gotten any response from GW, except for one guy who got a: "You need to re-order, the money for your failed order will be refunded within 7-10 days".

And no mention of any compensation.

A few people had even gone all out on the necron overlords collection etc and gotten charged the $450 for it. It is also now out of stock so they can't actually order it anymore.

I don't know about you guys but I really don't think this is ok.

Compensation on what basis?

 Mad Doc Grotsnik wrote:

Totto wrote:
So I mailed their support at uk.custserv@gwplc.com on Saturday night, I also posted a response about my isssue on their facebook post regarding their "nurglings in the machinery eliminated, go ahead and order again" and on their Twitter tweet about it.

Still no response from them. What I did realise however is that there were quite a few people who had the same problem, most have not gotten any response from GW, except for one guy who got a: "You need to re-order, the money for your failed order will be refunded within 7-10 days".

And no mention of any compensation.

A few people had even gone all out on the necron overlords collection etc and gotten charged the $450 for it. It is also now out of stock so they can't actually order it anymore.

I don't know about you guys but I really don't think this is ok.

Compensation on what basis?

On the basis of them messing up maybe?

 Mad Doc Grotsnik wrote:


Compensation on what basis?

Did you actually read what he wrote? They're charging people without creating real orders, requiring them to contact CS to get it fixed, then telling them it'll be 7-10 days before the false charge is refunded.

Legally compensation may not be required, but a smart company doesn't falsely charge a customer, tell them it'll be up to 10 days before the false charge will be removed, and not offer some sort of sweetener to make the person feel better.

yukishiro1 wrote:

 Mad Doc Grotsnik wrote:


Compensation on what basis?

Did you actually read what he wrote? They're charging people without creating real orders, requiring them to contact CS to get it fixed, then telling them it'll be 7-10 days before the false charge is refunded.

Legally compensation may not be required, but a smart company doesn't falsely charge a customer, tell them it'll be up to 10 days before the false charge will be removed, and not offer some sort of sweetener to make the person feel better.

Thank you! It also feels bad to not get a reply for now going on 5 days, wrote them a new email today and we'll see what happens. It taking them so long to reply makes me think that there a lot of people who this happened to.

Regarding the "being charged" side of things, let me direct your attention to a post from page 1 you seem to have skipped:

 JohnnyHell wrote:
OP, you won’t have been “charged”. An authorisation was placed on your payment method by PayPal, but GW won’t have the money if an order didn’t go through and it will reverse off in due course, but that reversal timeline is set by bank/PayPal rather than GW. It’s a tedious thing where PayPal doesn’t reverse that pending authorisation for days. It’s sucks the site crashed and you didn’t get your order, but as someone who works in CS thought you should know this. Get calls about it all the time and might save you a rant at a GW staffer who literally can’t do anything.

Now, is not replying to your email, and (mostly) not responding to Facebook/Twitter posts about it poor form? Absolutely, though I would also note that any queries I've sent to CS this year have taken over a week to be replied to, so this is unlikely to be a personal thing - though it might be a personnel thing.

Thing is if the payment didn't process properly through paypal to GW then chances are GW doesn't even know you tried to make a purchase. So trying to issue compensation would end up with them being unable to verify if you were eligible. Suddenly anyone could claim.

 Dysartes wrote:
Regarding the "being charged" side of things, let me direct your attention to a post from page 1 you seem to have skipped:

 JohnnyHell wrote:
OP, you won’t have been “charged”. An authorisation was placed on your payment method by PayPal, but GW won’t have the money if an order didn’t go through and it will reverse off in due course, but that reversal timeline is set by bank/PayPal rather than GW. It’s a tedious thing where PayPal doesn’t reverse that pending authorisation for days. It’s sucks the site crashed and you didn’t get your order, but as someone who works in CS thought you should know this. Get calls about it all the time and might save you a rant at a GW staffer who literally can’t do anything.

Now, is not replying to your email, and (mostly) not responding to Facebook/Twitter posts about it poor form? Absolutely, though I would also note that any queries I've sent to CS this year have taken over a week to be replied to, so this is unlikely to be a personal thing - though it might be a personnel thing.

Well I did read it, but the end result is the same isn't it, I no longer have the money available. I don't care if GW actually has the money, but as a result of their site crashing in the middle of the transaction, nor do I. Say that I had ordered stuff for $1000 or something, they can't just expect me to reorder as soon as their site manages to come online again and have that sum also taken from my account, nevermind that I will get the first 1000 back in 10 days or whatever. So if I'm not to blame GW for it, then who?
Also I never said that it was a personal thing, and if it is a personnel thing, well isn't that also GWs responsibility?


Automatically Appended Next Post:

 Overread wrote:
Thing is if the payment didn't process properly through paypal to GW then chances are GW doesn't even know you tried to make a purchase. So trying to issue compensation would end up with them being unable to verify if you were eligible. Suddenly anyone could claim.

Yes, and whose fault is it that the payment didnt process properly from paypal to GW? I doubt it is Paypal. So if GW ends up with not being able to verify who is eligible, despite me having provided the paypal transaction id where it says that the recipient of the money is Games Workshop, I think they put themselves in that situation.

But you didn’t order $1000 of stuff. So that’s moot.

The key question is: Do you want to blame someone and rant or do something to remove the hold on your funds? What’s the most important to you?

Speak to your bank and ask them whether the authorisation was only granted or actually settled. These are terms they should understand. Or call them pending and charged if you prefer, functionally the same. If the former only your bank can clear the hold on pending funds. If the latter then GW may need to take action, but if you don’t have an order confirmation/order number seems unlikely it’s this situation.

Anyway, last time I’ll offer constructive advice. Take it or leave it. As I say, depends on what’s most important to you.

Edit: PayPal talk a pile of crap with their advice. They tell customers companies have their money when they declined transactions. They treat preauthorisations as full order values and max out peoples’ credit. Don’t take their word for anything is my advice!!!

 JohnnyHell wrote:
But you didn’t order $1000 of stuff. So that’s moot.

The key question is: Do you want to blame someone and rant or do something to remove the hold on your funds? What’s the most important to you?

Speak to your bank and ask them whether the authorisation was only granted or actually settled. These are terms they should understand. Or call them pending and charged if you prefer, functionally the same. If the former only your bank can clear the hold on pending funds. If the latter then GW may need to take action, but if you don’t have an order confirmation/order number seems unlikely it’s this situation.

Anyway, last time I’ll offer constructive advice. Take it or leave it. As I say, depends on what’s most important to you.

Edit: PayPal talk a pile of crap with their advice. They tell customers companies have their money when they declined transactions. They treat preauthorisations as full order values and max out peoples’ credit. Don’t take their word for anything is my advice!!!

I want GW to take responsibilty for this happening, and I understand your advice, but GW are still the ones that are causing me to have to go thru the trouble of talking to my bank, convincing them to clear the hold on the funds, maybe contacting Paypal etc.

Tell GW then. Shouting into a forum is useless. And don’t phone and rant at a CS agent who didn’t do anything and can’t do anything. Write a formal complaint, request a formal reply and wait, as it takes time to get through things.

You seem to be treating this as an intentional action requiring responsibility/recompense rather than an unfortunate “stuff happens” thing. No one is gonna write back and say “yes, we should have invested more heavily in IT and we’ll compensate you heavily for your ordeal”. It’s a problem for you, but it’s minor in the grand scheme of things. Decide if it’s worth being so angry about and if anything constructive will come out of following it up. I’d wager it’s not. It sucks, but it is what it is. My advice would be to follow practical steps to clear funds... or just wait, as banks may not clear faster because you ask. They have the most customer-unfriendly processes.

 JohnnyHell wrote:
Write a formal complaint, request a formal reply and wait, as it takes time to get through things.

Yup, just did