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I'm wondering if my experiences with GW are somehow different to everyone else's. I'm not raging about the fluff, none of which is all that original or inspiring, or the absurd prices, given that most companies that produce comparable products are at a similar cost... I'm raging about GW's utter incompetence. Mid last-year, my little brother was in England. For some insane reason, it is actually cheaper to buy and have things posted from England than it is to grab it off of any hobby shop selling it for retail, by about a third. So, the local gaming club sent him off with a fair amount of dough to place a massive order whilst over there. Of course, four months later, we're still without the package.
The copy of the order form that we have is accurate, so I rang in early December and found out that they were, for whatever reason, unable to deliver to our PO box address. Ringing both Forgeworld and GW, the former sent it back out, express, and it was here within a few days. GW on the other hand... well, those of you who remember the "mail order troll" in the back of White Dwarf might want to know there is a fairly strong resemblence, there. Dealing with GW took multiple phonecalls and several transfers before I found someone who was willing, let alone able, to help me with our problem... eventually, some guy then proceeded to mail it to the wrong address, even though I asked him to read it back to me to ensure he had the correct details given the fact that the order was several hundred dollars, and I'm overly paranoid about things like that given this is not the first time I've had a problem with GW. Of course, the ape who took my order then had the gall to imply that this was, in some way, my fault, even after the extreme care I took to ensure that everything was correct! I am hereby washing my hands of Games Workshop. There are many other systems that I like that I've never really gotten into besides buying a few models here and there (Infinity in particular, the models and fluff are brilliant... or re-gotten into, in the case of Battletech!) given that it is awful costly just playing one tabletop game, but this is, I guess, the last straw. I've never had any problems ordering from anywhere else- whether it be for warhammer products from independant stockists, or other minis from other companies from all around the world, or even with Forgeworld who are part of GW- just, obviously, with staff that aren't completely incompetent. A few orders have gone missing or turned up two or three months late, or have been incomplete, but I've never had a problem with companies rushing out replacements/parts and the like. GW, however, doesn't seem to understand the very basics of customer service. Is this just me, or have any of you had similar experiences?
Drag queen of LO... HAETRS GONNA HAET!
Savlar (6k), Executioners (full company!), Farsight (500 points), Warriors of Chaos (6k), Dark Elves Cult Of Pleasure (4k), Nomads/Caledonians/ISS (infinity), Clan Wolf (BT)
i only have had 2 real issues with GW/FW other than the latest website update which is another annoyance.
First issue was when my mother tried to buy the Apoc Gamers Edition from the Gw website, she ordered it through the UK website instead of the US one (i dont know how she could not have clicked on the US flag but she didn't) i informed her that with the exchange rate she was paying more than if she got it in the US. she tried to call them about the problem and they said they would refund her money but never did.
my second issue is with how FW operates in general. sure a little confimation email about my receipt is nice but not knowing when thing ship or if things are back ordered is a hassle. Trying to call them is a pain too (perhaps i called on a busy day). I have plaged fairly large orders with FW in the past and i always would like to know when to expect a package as our post office likes to throw boxes where ever they damned well please and NOT where you tell them too. (i had a FW box blow into the street on a windy day because they were too lazy to walk around the back of the house). I do not like having expensive boxes sitting around for anyone to take, it takes too long for FW stuff to get here for me to desire to try to replace it.
the last issue is more of a GW is run by idiots issue. How much should it cost to ship a single blister of Death Gaurd shoulder pads? $8?( i can ship a 4lb box for less than that) i know it costs even me less to put it in a padded envelope which GW DOES do when they sent me some replacement parts.
Last edited by Deathklaat; January 8th, 2009 at 17:14.
May the "Nurgley Goodness" protect you!
I rarely order stuff from GW, only since I was 13! I've probably only made a single large Mail Order and had not a single problem with it, but that was like, 10 years ago and GW has fallen significantly in some areas over that time.
This was waaay back when WD was a proper magazine that I actually enjoyed (), the detail of minis increased since then as did the fluff.
GW has a history of having a lousy Customer Service, as much as we could scream at them to listen and do the service properly. They don't ever learn from their mistakes half the time, only in the case of doing so for the big $$$. Yes, they are learning but not very fast IMO.
In your case, I think it's all down to the problem of this Credit Crunch, it got GW all spooked over the threat of loosing their little empire, and paying in your currency will be a pretty slow procedure as this would need to go through multiple areas for it to go into GW's pocket. That makes it even more difficult if you've sent your brother over there to do the Order in the UK with $ instead of £.
Not only that, the GW company was pretty much tied up when it comes around to Xmas (as with every other company at that time of year), so their Orders were swelling to keep up with the demand.
I think it's a very good and profitable way of getting GW products through your plan, it's just that your order must've got stuck in some kind of loop in their system, a loop that must have been serviced by a chimp of a staffer several times nonetheless. GW may be making the mistakes, keep track of them and make a long and detailed letter of complaint detailing the problems that you've encountered and how dissatified you are at their level of Customer Service, keep this formal and well written to inform them for your displeasure.
GW won't know of how your feeling about their Customer Service and hence won't do anything about it!
You'll never know, they might send you something to be apologetic
Hope this helps
I've had nothing but great experiences in dealing with their customer service department. It is a shame that you're leaving based on this singular experience.
i know how you feel. It took 3 months of phone calls to get my refund. But they did give me 50 pounds vouchers for compensation, as well as the refund.
Vampire Counts Progress Log [W:2 D:1 L:1]
Games workshop is a big company, and hence they should have a large ad qualified customer support, which i think they do, but not large or qualified enough thou.
take notice thou that since they are very busy, 24/7, due to all the angry customers. they can't always deal with your problems. it might seem frustrating, but keep calling, and they will have to deal whit it. some day they just can't have a hundred people calling every third worker.
Ive always had brilliant customer service results from GW and FW. Both have replaced all items ive requested and even supplied multiples of these items in some cases as good will. Forgeworld have been equally as good, I popped in to HQ one day and they let me sort through my order and then gave me additional packs to replace the badly warped ones I had. No questions asked.
I picked up the new ork codex nearly a year ago and within a week the cover was peeling, about four months later I called in and asked for a replacement without a hitch they sent one.
a friend of mine ordered a FW keeper of secrets, and a rather large box came a week or so later. upon opening it there were six of the things in there, he rang them to arrange them to come and get the other 5..they said they would ring back and never did.
technically bad customer service