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Discussion Starter #1
i give GW a lot of shit. i am not a fan of the codex creep, the imbalances, or some of their obviously exploitative business practices. that said, they aren't terrible in regards to customer support.

i have a ork warbike mob that i bought two moves and about three years ago. i started putting them together and discovered that they were missing a sprue. i don't know if it was missing when i bought it or if i lost it, but i contacted GW and completely explained the above and asked if i could buy the missing sprue.

not only are they replacing the sprue for free, but they are shipping it free of charge to south korea.

so like i said, i give these guys a lot of shit and i figured i owed them one for doing this. it was unexpected and..... well, very good of them.
 

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Jeep's and Harley's
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I had something like this ... When the new BA codex came out and they revamped the Baal Preds I ordered 3 from my dealer. I got them and started putting them together and noticed that the rear hatch was all goofed up. I contacted them and they said that they were aware of the problem. Instead of just sending me new rear doors they sent me 3 brand new Rhinos still in the box. I used the doors anyways but got 3 free Rhinos. Great customer service has never been a problem with them I hear.
 

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Yeah.
Years ago, I bought a Hellhound when it was first released.
I got it home and discovered that one half of one of the metal fuel tanks was missing.
I took it back to Games Workshop in Altrincham and they let me keep the original kit and gave me a replacement.
So I now had a Hellhound and a Chimera...
 

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I've run into a few things like this in the past year: a hill kit that was two of the same piece, a Chaos Marine Battleforce that was missing the entire champion/special weapon sprue and a couple of miscast Sisters (blobs for hands or feet, or just plain missing feet) and GW replaced them no problem.
 

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For all their idiocy in other ways, this is one that makes them stand out above many other retail companies.
I also have experienced this.

I needed a few Dreadnought bases for some conversions i was doing and went into GW to buy them. Unfortunately they had none left so the guy behind the counter simply gave me 3 from the stores own display reserved stock, and one of his own.

Alice
 

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nice boy, daft though !
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i chased a red shirt around a store whipping him with a red measuring stick and he loved it, seriously next time your in your local store, pick up a red measuring stick and whip the closest employee and shout " squeal squiggy".
I know its not exactly customer service as i wasnt buying anything at the time, but it was fun all the same



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Heresy Online's Pet Furby
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i chased a red shirt around a store whipping him with a red measuring stick and he loved it, seriously next time your in your local store, pick up a red measuring stick and whip the closest employee and shout " squeal squiggy".
I know its not exactly customer service as i wasnt buying anything at the time, but it was fun all the same
Be vewwy vewwy qwiet. I'm hunting wedshirts.....
 

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They ar great like that, FW is too, I was missing oe of the body peices to my tomb stalker and the replaced it for free, they also have a great return policy, you don't even need to take it back to the store that you got it from and sometimes you don't even need a receipt
 

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Drinker of tea...
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I ended up with 3 Thunderwolf lords. The first had a ruined head, so they sent me another, which had a ruined head, so they sent me a third which was all good. The two with ruined heads I just replaced with spare plastic ones from the two cavelry boxes I brought so essentially I got two wolves free :)
 

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I had issues with my finecast Bloodthirster ended up going through something like 6 sets of wings to find an acceptable one, counting the three they sent me and the three they went through. They had to green stuff one for me then sent it out! One of the guys at GW green stuffed the wing for me!

I have no complaints about their customer service those guys deserve a raise, having to put up with what their company does and listen to us.
 

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Executive Nitpicker
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I've always said, though I have little respect for the crew of my local GWS (every time I go there I get sold the wrong model, given mad information and/or pressured to check out the latest pre-orders), GW's customer service, as a company, is unparallelled. Call that hotline, send an e-mail, you will get a response and it will be above and beyond no questions asked 110% A++

I bought a whirlwind and the launcher sprue was missing the large radar dish. GW sent me a whole launcher sprue, effectively giving me a free whirlwind (since I could instantly upgrade any rhino/razorback)

My brother bought some 'zerks who were missing the backpack sprue. They sent him a whole sprue of free berserkers and some backpacks to boot.

Some of you may remember the epically fucked up Crusader kit I had the misfortune of assembling before the all plastic kits came out. The pewter was all horribly miscast and covered in super-thick flash, the hull pieces were warped, literally bent and twisted, etc. I was able to assemble it, but the whole thing was a train wreck and a nightmare to assemble. I called GW, they apologized and asked me to put it all in an e-mail to customer service so it could be documented and maybe prompt them to inspect/recall certain batches.

I did so. A couple days later I got an e-mail from the head of US customer support thanking me, apologizing, and telling me he personally pulled a kit off the shelf, opened it, inspected it, then put it in the mail for me, just for my trouble.

A free crusader kit just because the one I had and was actually able to (barely) assemble was such a piece of shit, despite coming together in the end. Granted, I was terrified of the thought of drilling and pinning all that fucking pewter again, but years lter I traded it to a friend for a bunch of killa kans and more boyz, so I'm happy ;-)

Oh, and more recently (by which I still mean a couple years ago) I went into my local GWS looking for a chimera to turn into my infamous 'Chimerork' trukk conversion. They didn't have one, so I asked if the Basilisk kit included all the parts needed for a chimera, but with just extra gun gubbins included. They assured me that yes indeed it had the whole chimera package but with the gun as well. So I laid down the extra money figuring, hey, more bitz, right?

Of course, I was wrong. tHere's an extra sprue that the chimera is meant to come with that the bassie does not. I phoned GW customer service to report my general dissatisfaction with the ignorant inpstore help. Not really expecting anything other than to make some redshirt's day worse when they got the e-mail from corporate about customer complaints.

Instead, they mailed me a free chimera.
I didn't ask for one. In fact, I'd have been thrilled just to get the extra sprue, but instead I got a whole free chimera, sent to me within days, for free.

I still have most of the bassie sitting in a box, sans cannon, waiting for me to come up with something to do with it.

GW customer service is amazing. Always has been.
 

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Warlord of Vermin
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dont know if this counts but heck ill throw it in

a couple months back before the new paint release. GW brought down all the painting articles. I sent an email explaining how useful they are and i cant find a specific article. and they wrote back telling me that they are taking it down for better articles

i like that because of the fact that they managed to convince me why the articles went down without spoilling the new paint release
 

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When I picked up my Veteran Vanguard from a GW-affiliate, I got home and found two of the models with large air bubbles and one of the jump packs missing the outside top corner (and about a fourth of the intake vent).

I sent off an email to customer service (and then they asked me to give them a call). The call went well and I got replacements in a couple of weeks.

I said this before and I'll say it again, GW customer service was one of the most pain-free experiences I've ever had.
 

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The first thing i ever bought from GW was a guard heavy weapons team and it was missing a sprue. Called them and had one shipped to me in a few days. Great service i must admit.
 

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Discussion Starter #15
i just got the shipping email from them. it would appear that i am being sent an entire warbiker mob rather than just the sprue. oddly.... this still leaves me with 2/3 of a box of warbikers. :p
 

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I've had a good customer service experience too. Last year I bought a Ravenwing Battleforce and was missing a bike sprue. Contacted GW through email, received a response and a phone call and two weeks later w new bike showed up in the mail!
 

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wow all these get things about customer service...hmm i think i might send my own email to them..i bought a Baineblade a while back and i just started putting it together and noticed the left piece of the left side was warped slightly and didnt fit right..i got it to work. but i may want to contact GW now about it. not that i need a whole new one. just that side would work for me.
 

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maybe they will give you a whole new blade, and then you can use the one you have as a terrain piece.... destroyed blade... would be cool to see fully painted on a board cause how many people use 100 $ models as terrain.
 

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if i do i might convert it to the stormsword so ill have one of each and just have one "battle damaged" so to speak. but yeah teh terrain thing might be fun too...lol though i think it will kill me a bit on the inside to do that. money is a bit tight as it is. lol
 
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