JamesY wrote:I'd email
gw. They have stock so can replace it. They are normally good for that and don't care where you bought it. I'd send a copy of the receipt just as proof of purchase as well if you can.
I've not been through the process in a while, but there are enough reports that
GW has been changing their stance on this to one where you have to deal with the store you bought from and get a replacement there instead of going through
GW. I think its in response to an increase in fake requests based off people buying things from ebay stores and secondhand on
FB. So
GW would end up sending replacement stock several times over for the same erroring model that was being sent around the stores. Not to mention any outright fake requests since
GW's policy was just to send a new order of a full kit.
Ergo I think the abuse of the system grew and grew and finally
GW is making people go through the stores as that way
GW knows 100% that the store is trading with them and that the kits are being replaced properly and not generating false reports for them.
It's a huge pain to lose what was once one of the best customer service experiences; but at the same time its understandable and its still very much legal and in-line with standard business practice.
Now it might be some things
GW will still directly replace for so it can't hurt to contact them with the full details of the purchase and the error, but just be prepared that they will tell you to go through the store you bought from.