Customer Service for the Win! :D

[the_gneech]

Well, for all the griping I do about Games Workshop's prices, I can't fault their customer service.

When I bought the new fig for Baylor, I also picked up for myself the blister pack set of Elrond's sons, Elladan and Elrohir. Unfortunately, one of Elrohir's swords had been weakened by rattling around in the package, which I couldn't tell from looking at it ... so almost immediately after I assembled and basecoated the fig, *snap!*

Grumble, grumble. -.-

So I called them today to ask about maybe sending him in for a replacement, expecting to be either told "no" (since the figure was assembled and primed already) or to have to fill out a form, send it in and wait for them to get back to me.

Neither of which was the case. The customer service rep on the phone cheerfully took my name and address and said they'd mail the figure right out to me. Just like that! :)

So ... yeah. They're pricey. But they've got good customer service! Well done, GW. :)

-The Gneech

Comments

[mecampbellesq.livejournal.com]

If GW has one redeeming feature (and in my snotty opinion they have more than one,) It's kickass customer service. A few years ago I visited their store in Gurnee Mills, IL. To be blunt I was NOT impressed with the quality of service I received, and went on an online forum (rec.games.miniatures.warhammer) and said so. Two days later I got an email from the head of GW's operations in the US, who proceeded to apologize for the cruddy service I got, and proceeded to explain all the things that SHOULD have happened. he then asked if there were anything that I would have liked to see in the store. I made a few minor suggestions, and thought that was the end of it.

About nine months later I visited said store again: EVERY SINGLE SUGGESTION I MADE was implemented, and there was a new manager...

[the-gneech.livejournal.com]

GW has a lot of redeeming features, actually ... their website (http://us.games-workshop.com/default.htm) is an amazing resource, and I wouldn't be buying their miniatures if I really thought they were a total ripoff. :) I also realize that when I drop $20 on a blister pack with two figures, I'm paying for the website, the high production values, the customer service and everything else.

Still hurts to pay that much for a pair of miniatures, tho! ;)

-The Gneech

[mecampbellesq.livejournal.com]

Oh, I agree with you totally. I cringed when I bought the mins you were talking about myself (but they were just _SO_ gorgeous!) I avoid most of their metals like the plague, but I simply ADORE most of their plastics, especially from the LOTR range: Gorgeous, realistic, and at just a little over $1 apiece for a pack of 25, you really can't go wrong...

[ltwarhound.livejournal.com]

I used to play a GW game several years ago. During the years I was involved with it, any time I used the mail order service, either snail/e-mail/phone, the service was exceptional. Prompt, enthusiastic, accurate (never the wrong item, and some of the orders had dozens of seperate little fiddly bits), and they always tossed in a little extra - nothing exceptional, but it was always a nice and useful surprise.

Pricey, oh yes, definately, and that won't change. But really good customer service.