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Hello everyone,
i wanted tot tell something about the customer service of GW

i bought a box of assault marines, but when i unpacked it 1 sword from the sprue apeared to be missing.
i thought this was realy weird, and also when i looked closely it seemed like it used to be in the sprue at some time.
I decided to contact the customer service about this, and they replied quickly and said i had to leave my adress and such to them and they would get me a replacement.
Within 2 weeks i got a package, i unpacked it and there it was, a brand new sealed box of assault marines!

GREAT work games workshop, greatly satisfied with this good, and fast resolve of a problem, and i wanted to share this with everyone here.

because good things should be said too ;-)


-Marius

For all of GW's faults, their customer service is truly excellent. Have to give them credit there.

Good to hear some positive GW news (and see someone take the time to mention it).

=P Actual staff you talk to =/= donkey caves, customer service =/= awesomesauce. It really does seem to be their standard policy to send out a sprue or even a whole box if you find that its faulty (and choose to contact them rather than their store staff). ...Does make you wonder how little value they put on their expensive sprues though.

 Zweischneid wrote:
Good to hear some positive GW news (and see someone take the time to mention it).

yes, i read so many negative things about gw, and i think something positive like this should be mentioned too, and not only negative things

They gave me an entire Battle Company of Space Marines after gaking up an order I had been trying to make for 2 months.

This was back when they just changed their web page and my orders keep magically disappearing on its was from Direct Sales to Shipping. So after finally getting my Space MArine Spear Head sent out to only be turned away at the military base I was on cause they didnt send it with an approved carrier (and they knew this after talking to me for 2 months) and this being the last Spear Head they had in stock, the Direct Sale rep I had been dealing with for 2 months upgraded my order to the Space Marine Battle Company box free of charge (I actually still paid the 150 pounds for the Spear head, but it was a killer deal for the price)


I am still friends with the Sale Rep even though he no longer works for GW and does commission paint work now. If you keep track of Maniac games then you have likely seen his work on their page and rule books..

I will also agree GW and FW customer service really sets a high example of the title. They make things right, and while sometimes it takes some time, I've always found them to provide awesome results and great closure on any issues. Other companies should talk to GW about how to run a dust service dept.

Now, that said, their marketing and sales teams have a lot of progress to make... But 1 out of 3 ain't bad.

their customer service is simply amazing, I rang up to ask whether they had any games day tickets left (they were sold out on the site), and the guy in the store quite literally rang everyone (and got the tickets)

Their customer service rocks. They have some of the best out there. That said, I'm insanely surprised they sent a full box over a single missing PW. Sending out a single sprue, sure-they've done that for me over something being messed up. I've had missing sprues a couple times (berzerker box, CSM squad) and they've only sent me an uncut sheet of the missing sprues. Didn't bother me, it got me extra bits as the sprues are cut in half in the boxes and this was a full sheet, but the fact that I got what was missing and a little bit more and you got a full box...wow. It all depends on who you talk to. Also, may depend on how many times you've had to call them-I had to call them over 4 plastic kits (drop pod, two CSM boxes, genestealers) and 2 finecast kits (hellcannon, 25th anniv marine).

Agreed. Yes, we can definately be hard on them at times, but policies like this one is one of their strong suits and I wish other companies practiced it as well.

 timetowaste85 wrote:
Their customer service rocks. They have some of the best out there. That said, I'm insanely surprised they sent a full box over a single missing PW. Sending out a single sprue, sure-they've done that for me over something being messed up. I've had missing sprues a couple times (berzerker box, CSM squad) and they've only sent me an uncut sheet of the missing sprues. Didn't bother me, it got me extra bits as the sprues are cut in half in the boxes and this was a full sheet, but the fact that I got what was missing and a little bit more and you got a full box...wow. It all depends on who you talk to. Also, may depend on how many times you've had to call them-I had to call them over 4 plastic kits (drop pod, two CSM boxes, genestealers) and 2 finecast kits (hellcannon, 25th anniv marine).

what kind of problems did you have with all that kits?

i thought it was weird one sword was missing, but you had enitre missing sprues? do you buy so many boxes or are you a unlucky guy?