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Is GW’s Customer Service Really the Best in Gaming?

Thunderhawks walpaper Forge world

Everyone seems to have their own opinion about Games Workshop, but what happens when you have a problem with them that affects your wallet directly? Will they come though?

I recently received an order from Forge World that came in only five days (from the UK to the East Coast of the United States)! The problem was that the package had been damaged, and when I inspected the contents, a whole Leviathan dreadnought was missing.

So I sent them an email:

Greetings

I recently received my order o651272608 and it was missing the leviathan dreadnought and weapons. I suspect the from the clear tape wrapping the edges of one side that the package burst open in transit and was resealed.
busted fw
There was also a green packing air pillow inside that I’ve never seen you all use before as well (just your bubble wrap normally).
Anyhow, what can we do about my missing $100 item?
Thanks!
Rob Baer
Leviathan Cyclonic Bundle
One week later post Adepticon and Salute 2016 they replied:

Hi Rob,

Thanks for the email, Sorry about the missing kit from your order, It looks like the fate weaver managed to escape his warp space and toyed with the delivery man. I will dispatch our inquisitional task force to see what heresy is a foot and also “speak with the delivery driver that clearly was not in his right mind. I’m sure they will figure out what went wrong and “clean up any mess”

Whilst our task force is investigating, I will have another leviathan ordered up and express posted out to you as soon as possible. I will also ensure that our librarians use some of there reserve warp charge to protect the order from any other pesky daemons from messing around with it again.

Your should have a new order number emailed through shortly

True to their word, another package has been dispatched and is enroute to my location as we speak. To be honestly I’ve had replacement issues with GW here in the states as well, and they always handled it just as professional as well.

This new bit about fateweaver made me laugh out loud a bit too, so kudos there guys.

So long story short, while this hobby is expensive (just like any other one out there), GW and Forge World both have your back when it comes to fixing problems – even when they’re not 100% their fault.

Good Guy GW, helping to bring the hobby back…

Is Games Workshop Listening? Long War Episode 44

About the Author: Rob Baer

Virginia Restless, Miniature Painter & Cat Dad. I blame LEGOs. There was something about those little-colored blocks that started it all... Twitter @catdaddymbg