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Author Topic: GW Customer Support  (Read 303 times)

Blackhand

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« on: April 03, 2012, 02:08:47 AM »
Just thought I'd throw this out there, as it's my latest experience with GW Customer Service.  I hear a lot about how GW hates it's customers and offers nothing to veterans, but I'd like to submit this as proof it's all a bunch of bullshit.

So I get my Easterling Commanders in Finecast this last week, and am dismayed to find one of the sprues is missing a piece.  It comes with 4 resin minis, but the Easterling War Priest was missing the head on his axe.  It's a seperate piece on the resin sprue, but for some reason was missing.

I called 1 800 394 GAME.  What follows is pretty much the entire conversation.

Me:  Hello?  I have a problem.
CSR:  What's the problem?
Me:  I bought Easterling Commanders Finecast and the War Priest doesn't have his doohickey.
CSR:  Are you signed up on the GW site?
Me: Yes.  (I give him my personal email)
CSR:  There you go.  You should see that getting right out to you soon.
Me:  What, that's it?  (they used to want numbers off the box)
CSR:  Yup.


Today I got an email as if I had ordered something from GW.  I went to take a look and it was marked

*Easterling Command  39.95 (0.00 discount price)

So they are sending me the whole set, I guess.

They are always prompt with their help, though I'm used to just getting whatever single piece I was missing.  Not that a lot of sets are missing anything ... It's only happened to me once (well, twice counting this time) in nearly 20 years.

Maybe it's because it's Finecast and maybe it's a general shift in policy.  

Dunno, but I am appreciative of GW.
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Spinachcat

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« Reply #1 on: April 03, 2012, 03:44:53 AM »
It's good to see that GW has finally learned some customer service. Too bad its at least a decade past when it really mattered. I'm still a big GW fan, but wow did they screw the pooch on PR for years.

Once you get them painted post some pics of the War Priest and his doohickey!

Blackhand

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« Reply #2 on: April 03, 2012, 08:48:23 AM »
I'd like to point out this is the first time I've needed to use them in a decade, and Customer Service has always provided me with exactly what I needed.  

Back in 1999 during the Ork release for 3rd, I got a warboss without an arm.  They sent it to me quick, and without issue...they just wanted a product code from the package.  This time, I didn't even need that.

It would be nice to see people recognize this is how they've operated for AT LEAST a decade.
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beeber

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« Reply #3 on: April 03, 2012, 10:36:17 AM »
always good to hear positive customer service stories!  thanks for sharing that, blackhand

Brasidas

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« Reply #4 on: April 03, 2012, 12:03:05 PM »
GW customer service has been pretty well regarded by my friends since we really started getting into their games back in '93. I've heard online horror stories, but nothing from real life.

Finecast on the other hand...