GW customer service.

[Oronare]

hey all.

I made a thread in another forum about GW's customer service, but I just wanted to get some help in here.

I recently made an order for quite a fair number of things, including Black knights & necryarch Lord.

The Lord comes with a familiar, however only the top half of the body of the familiar was in the box, and a base was also not supplied for it.

The black knight command (which I thought came with all three of the command) didn't even come with the standard bearer parts, only the champ and musician. Zombies in the past have only come with 10 bases for 20 models and so on and so on.

I have emailed GW about these, but no one has ever replied! What should i do? I now need to buy two more Black knight commands, and somehow find the lower half for my familiar as well as have to buy bags and bags of bases, because GW don't sell 20mm's on their own, but in bag 'sets" with loads of other sizes i don't need.

 

[Swissdictator]

Call them, I have found them very helpful if I call them.

 

[Falahk]

Call them, I have found them very helpful if I call them.

I have got the same impression, they might screw up rather often, but they are full of regret when they do and always seams to be helpfull if you contact them

 

[Oronare]

Well thanks guys!

I called them up and wow, they just said "Okay, the black knight command blister pack was that, the lord and the missing bases, okay I'll send you out those but we don't do the 20mm ones on their own, so i'll send you out a few of the mixed packets, and i'll send you out a charriot base for the black coach just for the inconvenience, alright mate"

Amazing, can you imagine most other companies just going "Okay, ill send you out those replacements now" right away?!

So now all I need is one more Black Knights pack for the final command guy.

 

[TMS]

Don't you just love good customer service?

I've never had to call them up myself but I've heard so many good things when it comes to GW's support, I'm almost looking forward to it.

 

[Disciple of Nagash]

It's just a pity their good customer service doesn't extend to their pricing policy

 

[Oronare]

Hm well, a little minor update

I sent them around 6 emails before anyone bothered to reply (i waited at least two/three days between emails as well) complaining about all this and I had forgotten about it, and just called them. Today i received a reply, completely unrelated to the call yesterday!

The email said they would send me new bases, a *couple of new* black night blister packs, and they said if I sent the half-familiar back to them, they would look into that one.

So, It looks like I may be getting a tonne of new bases, 3 new BKs, new lord and a chariot base for the coach

or I could email them and let them know of their mistake....................................................^.^

 

[Crab Battle]

It's just a pity their good customer service doesn't extend to their pricing policy

It does in a way, actually. As an example, it costs GW maybe 50p to produce an average plastic kit, which they can then sell on for £20+. As such, it actually works to their favour to be very liberal in their provision of replacements, since it doesn't cost them much, and does wonders for customer loyalty. For every customer that goes out and buys a new kit because one was faulty and replacements weren't given, there's going to be another guy who never buys GW again. They've already taken in the money for the sale of the product, so they aren't losing out by taking the low expense of offering replacements. It just ensures that the customer stays loyal and buys again. From a management perspective, GW are such commercial pigs it's disgusting.

The actual customer support people are really nice though. Never seem to be harsh with people, and don't rush you to finish the call.

 

[Oronare]

That is a very good point Crab.

I got a package earlier in the week, with a Black knight command pack & bases, then yesterday i got another package with another Black Knight command, more bases, a Necrarch lord foot/mounted & a Chariot base for my black coach.

 

[Disciple of Nagash]

Hmmmmm....I'm very tempted just to call up and say I bought a kit that was incomplete and see what I get.....though I suppose that would be naughty

 

[Oracle]

Haha, it is strange that such a evil, money hungry, demonic company has such good customer service

 

[Crab Battle]

Go for it DoN. If they ask you to send them packaging as proof of purchase, just use anything you have lying around

 

[Disciple of Nagash]

What I have lying around........I could probably get them to send me a store's worth of stuff!