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I just ordered an exorcist tank, and as Im finishing the organ gun (most of the tank is assembled at this point), I notice that I have to two the left pipes, and no right side piece. Im curious, has anyone had a similar issue before? Also, what should I do about it since the bitz order option is no longer around. I called their customer support line and left a message, and I plan to go in to my local GW store and explain my situation (with tank/ extra bit in hand). Is there anything else I should try?

I have had a problem or two with mail order and bitz order and all you have to do is take it into your GW store and they will fix it. Seriously.

GWUS is really good at fixing mistakes. Just E-mail them and they'll have replacement parts to you within a week.

BYE

I though that was the case, but I decided to post just in case.

What if you buy some GW product from your independent FLGS and it is missing some parts or parts are warped/malformed? Not that it has happened to me (yet), but just wondering for future reference.

I went to a gamingconvention some years ago and a friend of mine who was with me bought an incomplete model for real cheap (a few euros, instead of 15 euro or something like that. it was a blister). it was from an independant reseller. He then went to the games-workshopstand and showed the unopened blister. They ordered the part and it was shipped to him for free!!!

That was in the netherlands tho, don't know if this also works in other countries (I would think so btw)..

All in all I think they will help you (the customer) no matter what source the product comes from...

Lord_Mortis wrote:What if you buy some GW product from your independent FLGS and it is missing some parts or parts are warped/malformed? Not that it has happened to me (yet), but just wondering for future reference.

If a company wants to have any kind of reputable customer service then they'll give you the missing pieces to your kit regardless of where you bought it from.

I bought a boardgame (Downtown: The US Air War Over Hanoi, 1965 - 1972) from an online retailer and when it arrived I was missing one of the counter sheets necessary to play the game. I called up the company who published the game, GMT, and they sent me the counter sheet I needed with no questions asked.

I hear good things about GW customer service, so i'd gather they'd send you the missing pieces.

I bought a rhino from my FLGS and it had 2 left side sprues, they exchanged it for another rhino that they had in the store and sent it back to GW for me.

GW are really good at that kind of customer service.
In my experience so are Privateer Press.

I once bought an Empire Army box off of ebay (it had been off the shelves for ~3 years by this point), found it was missing the Knight Grandmaster (it had an orc shaman instead), and called up and they sent me the right part. WEll, the y tried. They sent me the new Empire Command spure plus horse. I called again, and in a few days I had my shiny metal knight.

You can buy the box out of the back of a van from a guy named "Skids", and GW will replace the missing/broken parts.

Lord_Mortis wrote:What if you buy some GW product from your independent FLGS and it is missing some parts or parts are warped/malformed? Not that it has happened to me (yet), but just wondering for future reference.

A few years ago (2000?) I bought the two headed Chaos dragon (this is the older metal one with plastic wings) at a wargames show. It was fairly old then, my model was lead but had been available in white metal for some time but equally it hadn't actually been on the shelves for a little while either.

Anyway the problem was that it had two right arms. I looked up the part reference number for a left arm in my '96 catalog wrote a letter and sent customer services an email the situation and offered them the spare arm in return (so they knew I was for real). Anyway an email came back saying they would send a replacement and a few days later it arrived.

Another time we made a mail order through the shop for lots of bits and pieces and the order arrived semi-complete. Rather than waste more time they made up the order by grabbing stuff off the shelves to give us the relevant parts. For instance, we ordered 4 plastic skeletal horses, so they just gave us 4 blisters off the shelf to give us the horses so then we had 4 metal riders spare, there were also a few other things, all in all they must had had to take £20-30 worth of stuff off the shelves to complete the order.

I have some issues with GW at times, but the customer service is pretty good.

I bought an unopened razorback from a store on ebay and, when it arrived, it had NO Razorback turret sprue... it was just a Rhino.

I called GW customer service and they said that they only fix errors on models purchased FROM THEM. I would have to go back to the retailer for a replacement.
When I got ahold of the guy, he just sent me a new Razorback & told me to keep the other one.

GW blew chunks on THAT exchange.

This was in early to mid 2007, BTW.

Eric

MagickalMemories wrote:I bought an unopened razorback from a store on ebay and, when it arrived, it had NO Razorback turret sprue... it was just a Rhino.

I called GW customer service and they said that they only fix errors on models purchased FROM THEM. I would have to go back to the retailer for a replacement.
When I got ahold of the guy, he just sent me a new Razorback & told me to keep the other one.

GW blew chunks on THAT exchange.

This was in early to mid 2007, BTW.

Eric

I remember hearing about this a while back. I have absolutly no basis for this speculation, but here's what I think happened: soembody, either a clueless yank or somebody from Nottingham, decided to cut out th replacments for internet purchases. In the UK, the store is responsible for damaged goods, while in the US it's the manufacturer. It just eliminates the middle man: cusomer returns to retailer, who returns to wholesaler, who returns to manufacturer. It's generally simpler to simply replace it at the manufacturer leve, although most big retailers offer generous returns.

Every know and then GW kicks back at people abusing it's policies (which I can only assume has happened, as people report damaged or missing parts in hopes of free gear). I remember about 4-5 years back most GW stores would only accept returns or exchanges of product with a receipt. People were snapping up Warmaster blisters on eBay for 50-80% off, and then exchanging them for new stuff at the GW shops.

Polonius wrote:

Every know and then GW kicks back at people abusing it's policies (which I can only assume has happened, as people report damaged or missing parts in hopes of free gear). I remember about 4-5 years back most GW stores would only accept returns or exchanges of product with a receipt. People were snapping up Warmaster blisters on eBay for 50-80% off, and then exchanging them for new stuff at the GW shops.

In 2004-2005 there were alot of people buying from closeout sales and returning mass product to GW stores. We (staff) were told that under no circumstances were returns of certain product (usually outdated games etc) were to be issued credit for. There were quite a few people who were very upset that we wouldn't accomodate them. Unfortunately, there were a few honest folk that had to suffer during that time because a few asshats decided to jack up the whole process. I remember one day having someone come into the store with 800 dollars worth of BFG (after it had been cleared from the shelves) and him telling me to just total it up so he could get some product off the shelve. When I mentioned it was worth nothing and I could not credit him, he nearly took my head off. I haven't seen someone that red since my Irish friend was at Virginia Beach with no sun block for 2 days straight.. Anyways, I told him if he had any issues he was welcome to call up mailorder and take it up with them. I even offered to let him use the store phone. He stormed out, I assume pissed off that his discount purchases netted him nothing..

i bought two tau piranhas when they were first released. they sat on my shelf for over a year before being opened. while assembling the darn tootin' things i couldn't find the light that goes on the top-front of the body. i checked both boxes and no stinking light. i called GWUS gave them the info they asked for and within a week i had two new piranhas.

GWUS has been excellent (to me) with problems like this.

take care

GW keeps tabs, especially if you start having to exchange things with large $$$ attached. My wife bought me some really old marine figs for xmas one year, to be shipped to us by xmas. We were pretty poor hen, so it was a really big deal. Well, xmas day comes around and no figs. One pissed wife. GW immediately re-ships. Never shows. I call them up asking about it, they freak out, send ANOTHER shipment. All three shipments came in in the next week. I call and offer to send 2 of them back, they decline. SWEET!

Falcon. bubble in the top deck. Tell them about it, and they ship the sprue, even when I said all I wanted was just the deck. SWEET!

Flying bases. 16. Eldar jet bikes. I had the large ones, they shipped the small ones that I wanted b/c rules-wise, the guy said that's wha tthey SHOULD come with but they were packeaged with the large ones for stability reasons.

However, everyt time since then that I have had any issues, even tiny parts, they want me to ship it to them at my expense so they can "judge" what they want to do about it. I think they are just making it more difficult, and prob. think I'm some kind of scammer instead of someone who just buys a ridiculous amount of product and has the inevitable issue with imperfection. Also, I pay GW's kit prices w/o complaint; however I expect a perfect product for the price I pay.

Point here isn't how I can get around this, there are ways and my FLGS combined wih Neal take care of me rather well. BUT, for anyone getting product direct; keep it in mind.

Quick update, I just called GW, and they're sending me a free exorcist.

Nice!
It saddens me that people can take something really nice and good (GW's customer service) and mess it up by being greedy asshats.

I've had trouble with Cadian Kasrkin boxes. Both boxes I've bought had extra flamer and grenade launcher backpacks, but not enough normal backpacks. I didn't bother with customer service, since it was just a trivial thing. I worked around it. Now that I know that GW customer service can be benificent, in the future I'll try it.