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1 month ago I ordered a(nother) dreadnought + arm through FW's website, expecting to have to wait a while to get it.

1 week later I talked with Neal at The War Store and he had one in stock, so I ordered his dread + arm. The arm was out of stock though, so he had to order it himself. I e-mailed FW to tell them to cancel my order entirely.

I got the dread from Neal, and the legs were miscast to hell (the rest is tolerable, some thin elements but whatev). Took me 2 days but I got through to FW on the phone, then was told they couldn't send me another set of legs because I wasn't the original buyer. So I called Neal post haste and we agreed that was a sh!t policy (to ensure the sale itself, not the product), and he would give them a call for me.

*days pass, turn into weeks*

Called Neal Monday, he said he was expecting a FW order this week (it is now Thursday) that might have my arm and legs in it. BUT I got my credit card statement today, and saw FW charged me for the dread + arm over 2 weeks ago! Without me knowing it, and clearly ignoring my cancelation request! And anyway, it's been 16 days since I was charged, and no mysterious package from the UK has arrived on my doorstep yet ...

So I've been spending the morning calling FW every 15 minutes, and keep getting a busy signal from the 1 guy who answers their phones. I'm trying to justify the expense of the extra dread, and debating if I really need a third Alpha Legion FW dreadnought running around, but am mostly frustrated and want my money back and the dread parts I ordered from Neal ...

W T F

- Salvage

I hate when that kind of crap happens. So so frusterating.

Well...sorry, but seriously: gak happens?
Or does FW does this kind of stuff more than often?

Greets
Schepp himself

Schepp himself wrote:Or does FW does this kind of stuff more than often?

Wondering that myself. I mean seriously, are they this understaffed? Phone is continually busy, nobody answers e-mails (EVER), and they don't have enough people pouring resin to keep any stock around.

Not hiring people keeps the overhead down I guess, but this is some bad business if you ask me.

- Salvage

All indications are that they got seriously slammed by the release of Apocalypse.

They used to be pretty good about answering emails and phone calls, but my guess is they are still ridiculously back-logged from the holiday orders.

Under standard English shopping law, your contract is with the person you bought the item from, not FW. I think it was unreasonable to order it from them, then cancel your order, then expect them to fix up the bad item you got from someone else.

Not that this excuses the lack of communication from them.

Kilkrazy wrote:Under standard English shopping law, your contract is with the person you bought the item from, not FW. I think it was unreasonable to order it from them, then cancel your order, then expect them to fix up the bad item you got from someone else.

I've moved beyond the mangled legs deal, am sure Neal is handling it in my place. The funny thing is that GeeDub has happily sent me replacement parts on models I bought NIB from hobby shops or eBay sellers definitely not GW itself, no questions asked. Just needed the blister code ftw.

- Salvage

Boss_Salvage wrote:

Kilkrazy wrote:Under standard English shopping law, your contract is with the person you bought the item from, not FW. I think it was unreasonable to order it from them, then cancel your order, then expect them to fix up the bad item you got from someone else.

I've moved beyond the mangled legs deal, am sure Neal is handling it in my place. The funny thing is that GeeDub has happily sent me replacement parts on models I bought NIB from hobby shops or eBay sellers definitely not GW itself, no questions asked. Just needed the blister code ftw.

- Salvage

They don't do that anymore, either.
I bought a Razorback from an ebay store last year.
It was MISSING the Razorback sprue. I got a Rhino inf a Razorback box.

I emailed them about it and was told, specifically, that they do not handle parts replacement for anything not purchased directly from them. Even though it was a new, unopened box, they wouldn't do it.
Told me I'd have to go to the seller.

When I emailed him, the GENEROUS S.O.B. actually sent me a WHOLE NEW RAZORBACK and told me to keep the "Rhino."
(I wish I remembered his name now... I'd give him more business).

Forgeworld is tha same.

We had some questions about rules discrepancies in the new FW Apoc book. One of my buddies spent ALL DAY calling them, on & off. Once he finally got through, all his questions were GRACIOUSLY answered and he was told, as is stated above, that they were hit HARD by Apoc.

Another guy in my group ordered something, paid for express shipping and, after 3 weeks, managed to call them. They have, like, a 28 day ship time, now, for EXPRESS SHIPPING models... They aren't even working on the regular shipment stuff, he was told.
A few days later, he got his model with a "Congratulations" letter, that his model was able to be shipped from the Tennessee foundry (or whatever).
So, he paid for Express Shipping from England and got REGULAR shipping from the US. NICE!!!!
He was a little annoyed.

I'll get my FW stuff elsewhere, for a while.

Eric

*hears the FW doors slam shut - 1:00, quitting time*

So I was able to get through, 8 min before close of business. The guy - very nice, as always - told me that anything that matters has to be done through phone, so my order was humming right along without me knowing it. I was a bit miffed, but then he checked the order status and, you guessed it, one piece was still heavily backordered so my order was happily cancelable ...

35 days later

Now I just have to wait for Neal to convince them to send me new legs and that launcher :S

- Salvage

I ordered 3 Cyclops Demo Vehicles, and both the Vanquisher and Vulcan Mega-Bolter Macharius tanks at the beginning of January. Tomorrow it will be exactly one month since I ordered. I paid £44 for shipping to have it arrive in 9 days. This has clearly not happened. The Cyclops vehicles eventually showed up about a week and a half after they should have, but still nothing on the two super-heavies. And they don't answer their E-mail. Well... let's see how they answer this:

Hello there,

This will be my third attempt to contact your company.

As you can see from the order details below, tomorrow it will be one month since I made this order. I selected the fastest international shipping for this order, and this has cost me £44. Only part of the order has arrived, and despite attempts to contact you to find out what was happening with the rest of the order, I have heard nothing.

I would like the £44 worth of shipping refunded to my credit card immediately. I can put up with delays, and obviously Apocalypse has been both a boon and a burden to your casting facilities, but when someone selects 6-9 day international shipping, pays a significant amount of money for that shipping, and then neither receives the full order within that time and receives no correspondence from the company he ordered it from, then you can see why I might be annoyed.

I am quite happy to continue waiting for my products to be sent to me, and I am not asking for a refund for them as I am happy to pay for them, but I would like confirmation that they have been sent. I do expect a refund of £44 for the shipping however, as I simply refuse to pay for a service that I quite clearly did not get.

Looking forward to my items arriving.

- Matt E.

Should be interesting...

BYE

FW really needs to get on the ball with these orders. ive always been reluctant to actually place order with FW, i did once and it wasnt the best experience. i do agree that their customer service is excellent, when you can actually REACH them that is.

im looking at dropping about 1200 USD at gamesday baltimore this year, i HOPE and PRAY they have reservation orders like they did last year, or FW is ass out of my cash.

And I was just about to buy two dreadnoughts from them. Thanks. This thread has a probably saved me a lot of money and worry.

H.B.M.C. wrote:I ordered 3 Cyclops Demo Vehicles, and both the Vanquisher and Vulcan Mega-Bolter Macharius tanks at the beginning of January. Tomorrow it will be exactly one month since I ordered. I paid £44 for shipping to have it arrive in 9 days. This has clearly not happened. The Cyclops vehicles eventually showed up about a week and a half after they should have, but still nothing on the two super-heavies. And they don't answer their E-mail. Well... let's see how they answer this:

Hello there,

<<SNIP>>

Looking forward to my items arriving.

- Matt E.

Should be interesting...

BYE

Problem:

They don't even open their email, according to the conversation my friend had with the guy on the phone.
You'd be better off calling.

Eric

I live in Australia. This puts us in considerably different time zones.

If I get to responce, I'll go to GWUK Customer Service and make lots of noise there until someone takes notice.

BYE

I... I think I'll hold off on getting those Crusher Carnifexes I've been wanting.

Ill be honest forge world items too much damn money i order a 1k sons dread and it got here 3 months later. the damn legs looked like someone drilled his legs to h!ll and back . some i green stuffed the holes and have got my stuff on ebay or the one guy's van down at the river.

and the prices to you guys out side of England what till the pound goes down before you order

There's a sad parable here. I often bemoan how corporate and soulless GW is, and then I see Forgeworld, which while owned by GW is sort of independent. It's a few guys, a phone line, and a garage, and they're trying to keep up. Sometimes, corporate ain't so bad.

Seriously, I think less then half of all FW orders go smoothly. Hell, it can take a half hour to fill an order at a games day, where they simply need to find the damn box!

My FW gothic order was about a week and a half late. it was a joint order and my buddy who ordered some IG stuff has a couple pieces on backorder that he is still waiting on. all in all i have had very good interaction with FW. it should also be noted that for over a month now FW have been warning people over and over about how far behind, back ordered and slammed they have been by the release of apocolypse and the holidays. they have what like 10 people in the entire department serving the entire world market.

No. No excuse for what happened to HBMC etc ad-nauseum.

"I'm sorry, but I like squeezing Lemon Juice into peoples eyes."

As opposed to

"I'm sorry, but I like sucking eggs"

Let alone my Warhound Titan that showed up missing the 'Hip' ball sockets. 2 effing months later I got them.

How can you justify that? I'ts like selling a car to somebody, and when it shows up, it's missing the wheels.

Can you imagine the Chrysler dealer explaining that crapnola away in any way shape or form that would guarantee return business?(at least from ME anyway....)

You're right, but for cars you can go Toyota or Ford and we can only go to Forgeworld for our superheavies and resin models. So I wish I wanted to buy a car and not a FW dreadnought.

its sad that FW asks for arms and legs for most of their stuff, and then kicks ya in the ass with craptastic miscast models half the time now.

sometimes good CS isnt enough.

to beef up the FW staff they could turn a couple fan boys in to servitors

H.B.M.C. wrote:I live in Australia. This puts us in considerably different time zones.

If I get to responce, I'll go to GWUK Customer Service and make lots of noise there until someone takes notice.

BYE

Did you pay by CC? If so I would call your CC company and dispute the charges.

But I don't want to dispute the whole charge. As I said, I'm quite happy to pay for the vehicles, I'm just royally pissed off that I'm paying a boatload for shipping when I've had things arrive quicker using normal shipping. It'd be odd to ring my CC company and say 'Hi, I'd like to dispute this charge... ok... well not all of it, only a bit of it'.

I've made lots of orders to FW in the past, and never have I had this delay. Yes, I know, Apoc = more sales = casting people working night and day to meet orders but c'mon - a month when someone selects the highest most expensive shipping type? That's not on.

I mean, given I've ordered two big tanks the chances of one of them being miscast is now 100% (given their 50% miscast rate). I had to leave the top part of my Stormblade sitting in boiling water for about 10 mins before it was soft enough to bend into position. I then had to hold the damned thing in place for half an hour. And you know what? The tracks don't stretch the whole way, the centre hull, turret and rear simply do not fit - it's not physically possible - and it's still not stuck together. There are parts of it so miscast that I didn't even have to use glue, it just holds it through sheer slowed resin moulding. There were times I wanted to throw the damned kit against the wall and shatter it, and the only thing that stopped me was the fact that I'd paid so damn much for it.

FW are a sloppy company. We mock GW for their lack of proof reading, but we cheer FW for their great models. At the end of the day, FW are their father's sons through and through. Their models are shoddily made, their customer service (or lackthereof) is appauling, and their books leave quite a bit to be desired. Remember the endless mistakes in IA3? Anyone who's read IA Apoc knows what I'm talking about. I buy the books all the same as I'm a background junkie and it's really hard to feth up the background portions of a book, but they need to try a little harder.

BYE

H.B.M.C. wrote:FW are a sloppy company. We mock GW for their lack of proof reading, but we cheer FW for their great models. At the end of the day, FW are their father's sons through and through. Their models are shoddily made, their customer service (or lackthereof) is appauling, and their books leave quite a bit to be desired.

(Emphasis mine)

THAT belongs in a sig!


Eric

H.B.M.C. wrote:
I mean, given I've ordered two big tanks the chances of one of them being miscast is now 100% (given their 50% miscast rate).

The forgeworld service currently sucks but thats no excuse for flimsy math. the miscast rate is only 75% not 100% for one of your tanks being miscast.

Fizzywig wrote:

H.B.M.C. wrote:
I mean, given I've ordered two big tanks the chances of one of them being miscast is now 100% (given their 50% miscast rate).

The forgeworld service currently sucks but thats no excuse for flimsy math. the miscast rate is only 75% not 100% for one of your tanks being miscast.

Ah, see, you're making a mistake in applying probability to a non-random event! FW doesn't miscast half of their models, they miscast every other one! So, assuming they cast up both, one after the other, one is bound to be a lucky winner!

Just when I thought I was alone in the FW darkness...

I ordered IA3, and 5 Tau kits and paid the ridiculous sum of 38.25 GBP for 3 day postage on Jan 3rd.

My CC got charged and 5 days later UPS dropped off IA3. I've sent 2 e-mails requesting an update on the rest of my items with no response.

I think I'll be joining HBMC in demanding my postage $$ back. This is unacceptable. I will no longer purchase any FW items unless it's off the shelf at my LFGS.

Still no responce from them. If I've heard nothing by Tuesday, off to GWUK Customer Service I go...

BYE

The miscast stories is the reason why I only buy during Games Day, when I can inspect the model first. In any case it looks like they used the same ivory-colored resin that jgreer.com stocks, but they've since changed to a gray-colored one. I don't know why (maybe less brittle?), but I assume it still carries the same chance of a miscast compared to the old ivory/yellowish resin?