Yeah the GW is expensive but there are some good reasons for that.
First of all you have the retail outlets with their very helpful staff. The enjoyment we have had in the game is in no small part due to the efforts of Mal & team at the Metro Centre.
Then there is the remarkable replacements policy.
For Xmas I got Gabe (The Evolved here on WWE40K) the Hive Mind Brood. This include a bunch of Zoanthropes and Tyrant Guard. We didn't look at these models until the last few weeks when I got down to assembling them. I turned to the Zoanthropes first.
All four of these models had two tail sections and no spine sections. All of them. We have made a lot of models since August 2007 and we have only found two problems. Now I find four at once.
So I ring up GW. The guy on the phone (more about him in a mo') sends out four replacements without any argument or dissembling. I was quite surprised. Considering the hassle we have had in recent times from other retailers this was a blast of fresh air. Wonderful.
So I put aside the Zoanthropes (pending the arrival of the new ones) and set to on the Guard. Only to find they are the Classic model. You know, the one with the shield and whip. Well they are interesting but Gabe was clearly disappointed. I mentioned this to Mal who advised me to ring GW again. Now there is nothing functionally wrong with these models. They just are not the new versions.
On the phone to GW I end up speaking with the same guy. We end up chatting and it turns out he also from Blackhill in Consett. He duly sends replacements. To compensate Gabe for his troubles, he sends no less than six of the new Guards plus two of the Classic Carnifexes. I was rather surprised again... and will confess that I didnt believe it!
Well shame on me because lo and behold the parcel arrives with all present and correct. Gabe was (and is) absolutely delighted.
I am now onto the fifth of the Tyrant Guard. He will have enough Guards to escort both of his Hive Tyrants. Methinks my Space Marines need some reinforcements!
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2 comments:
Great little story there mate.
My experience of GW customer service has been similar. I had the wrong LOTR hobbits in a boxed set so they sent replacements out - no messing. They didn't even want me to send the wrong ones back!
GW get a lot of flak for prices and their gameplay etc. but they do produce some great stuff and the service is excellent (in my experience anyway).
My boys are a bit young for 40k (under 7) but they still like playing with the minis.
:-)
Hi! (I nearly said Hi Hats...)
Yeah I really do not understand the vitriol that dominates the posts at warseer about GW. It has got to the point now that I find it a distraction.
I have started looking for other community sites.
Meantime my sons and I continue to benefit from GW's excellent service. And enjoy the game!
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