Games Workshop has come out with a formal apology for the severe delays US customers have been experiencing with the White Dwarf recently.
According to who you ask the vast majority of US customers have been receiving their copies of the current months White Dwarf issues later and later the past couple of months. Games Workshop has realized there’s a problem with their current subscription mailing house, and they are working to resolve it. Take a look at what they had to say on the White Dwarf Facebook page.
Hi All. SOME NEWS FOR US SUBSCRIBERS: We’re aware that quite a few of you have been experiencing problems with your subscription, this month in particular. This is unacceptable and we wanted to let you all know what’s going on.
The short version is this: a week or so ago we were informed that the subscription mailing house we’ve been using in the US would no longer be able to fulfil its obligations. By that point, April’s issue should already have been with all of our subscribers but it’s clear that’s not the case. Customer Services have been working valiantly to fix things for all of those affected and we are now in the process of making arrangements to make sure all subscriptions are sent out in a timely manner in future.
It’s clear that the situation for our subscribers in the US has really not been satisfactory for some time now, so we are taking this opportunity to review the entire situation. If you’ve been affected by these recent problems, please contact Customer Services on 1-800-394-4263 and they will do everything they can to make things right. We soon hope to have new arrangements in place that we hope will improve things considerably. We hugely value all of our subscribers and it’s vital to us that you get the service you deserve. We’ll keep you all updated here when we have more news.
We hope April’s issue is worth the wait – we think it is. We know how frustrating that wait must be and if you have been affected, please do get in touch with Customer Services – they’re doing everything they can and we will make this right for all of you.
Thanks for reading,
Matt Keefe
Editor, White Dwarf
This is great news for some readers, but for others it may not be enough. These issues have been going on for a couple months now, but it seems like they’re looking for a more permanent resolution to the problems we’re experiencing. This apology comes only days after we put out an article on the problems readers were having and asking if they were going to be forced to take action.
One of our readers over at Barely Tabletop (BTTQ) let us know that he called (GW) to complain when he still hadn’t received his copy of the latest White Dwarf almost 2 weeks after it hit shelves at store. He has only received 1 out of the last 5 issues on time, and the other issues have been at least a week late on average.
Games Workshop gave him a $55 online voucher for the inconvenience, isn’t that nice of them?
The other example was spotted over on Faeit
This is a response from Games Workshop from a reader who is still missing his April White Dwarf. Definitely not the issue to miss if you are interested in Shadow Wars or the upcoming Kharadron Overlords.
Thank you for your email, though I am very sorry that you have not received your White Dwarf just yet. To remedy this we are sending a replacement via FedEx Home Delivery to you. Additionally I have recorded your information for this late delivery. We as a business are looking in to a new distributor starting with the May issue so hopefully you may see a positive change in arrivals.
Well with the public announcement from Games Workshop recognizing the shipping problems they’re currently having, it seems our questions have been answered. They’re finally stepping up to the plate and taking action to resolve the negative experience many customers are having.
What are your thoughts? Is this too little too late? Or did Games Workshop catch the problem quick enough before it got too out of control? Let us know your opinions in the comments below.
