GW Customer Service (non GW bashing)

aranel7773 · **Posted:** Wed Feb 12, 2014 4:29 am

so I had to contact GW customer service recently and I just wanted to say how helpful and pleasant the representative where when dealing with my issue.

I know there is a lot of negative comments out there about the company but I wanted to take a minute to say how pleased I was with the quality of service I received.

I took the time to write them an e-mail about my positive experience, I would encourage other members here to do the same. From my days working in retail I remember customers are quick to respond to the negative while the positive seems to be over looked. I know from experience that positive feedback from customers is usually passed on to the employee (especially if that employee is called out by name) and if you have to deal with angry customers all day it's nice to hear appreciation from customers you've helped. it's also good for the company to know it's employees are doing their job and providing the quality service they expect.

Erunion · **Posted:** Wed Feb 12, 2014 4:37 am

Indeed. GW has always had a reputation for excellent customer service, and I am quick to give them credit in that area. Most people who get frustrated with GW seem to have problems with GW's upper management and their often perplexing business decisions. That said, I agree with your sentiment here. Whenever you receive good customer service, you should be sure to give credit. It can brighten someone's day, and even affect their career trajectory.

JamesR · **Posted:** Wed Feb 12, 2014 4:39 am

I agree their customer service is quite good although I dont think they listen well lol. When Fine Cast was new I emailed about a problem with my Iron Guard and said I just wanted to let them know there may have been an error with that batch that they might want to look into. They sent me another pack (which was nice as I genuinely wasn't looking for them to be replaced only to alert them to the problem), unfortunately it was as bad or worse. BUT the customer service in terms of fixing mistakes has always been great for myself.

mertaal · **Posted:** Wed Feb 12, 2014 7:34 am

Yep, it's definitely what they're best at. Some of the shop staff are really great as well. Unfortunately they've been trained to be a strange combination of "zany" and ultra pushy, to the degree that I don't like to set foot in the place for fear of being barraged with idiotic questions about "what 40k army I play" by some spotty geek.

"I don't play 40k" is my answer.

"Oh" they say, somewhat perplexed. Followed by "but have you seen the new Tyranids? They're AWESOME".

This is so ubiquitous in GW stores that I can only assume it's down to the training. However, once in a while you meet a staff member who's decided to ignore all of that and actually have a civilised conversation about painting, sculpting or whatever. Once I went in there with an Orcs Nest bag (RPG shop in central London which is something of an institution) and the guy serving me leaned over conspiratorially and asked "what did you buy" with a mischievous glint in his eye!

Da Krimson Barun · **Posted:** Wed Feb 12, 2014 7:40 am

He said AWESOME?I think its in their training.The big goblin wants a replacement for thror?Awesome.Replacement for Rulebook?Awesome.More information about warhammer world?Awesome.

Barnsley Burglar · **Joined:** Mon Oct 19, 2009 9:32 pm **Posts:** 126

Whatever decisions the management has made, they've managed to stay in business when a lot of other big names have crumbled over the last few years. It's not easy running a profitable business and keeping everyone happy sadly!

mertaal wrote:

Unfortunately they've been trained to be a strange combination of "zany" and ultra pushy

I noticed that at the weekend in a store I don't go in very often. A staff member was 'dispatched' as I entered the store and pretty much didn't leave me alone until I had a blister in my hand...was a little bit weird! Obviously he knew less than I did about LotR too.

Overall though, GW's retail experience is still one of the best around - try finding another store where all the staff are interested in what they're peddling...outside of independent bike shops there aren't many!

SidTheSloth · **Posted:** Wed Feb 12, 2014 9:05 am

I'd say their returns service is unparalleled really... I bought a box of Galadhrim knights once but when I got home to open them I found part of the banner was broken off. I took it back the next day showed it to them and they swapped the box simple as that, they didn't even ask for the receipt.

It's probably their biggest redeeming quality IMO.

mertaal · **Posted:** Wed Feb 12, 2014 10:38 am

SidTheSloth wrote:

I'd say their returns service is unparalleled really...

The cynic in me would like to say it's because they know they've got a big problem with fine cast, but that isn't true- they've always been great at returns and replacements. Back in the day they used to throw in the odd extra model just for funzies.

Thingol of Doriath · **Posted:** Wed Feb 12, 2014 12:25 pm

I just called them yesterday and was also very pleased with their excellent service

Seren Nishiyama · **Posted:** Wed Feb 12, 2014 1:05 pm

Problems with flawcast aside, I too have nothing but good things to say about GW customer service. They have always treated me right.

Feel sorry for the local 1-man store guy though. That's got to be a rough gig. At least he actually plays/paints LOTR figures so he can talk intelligently about the game instead of trying to push AWESOME Tyranids on me.

JamesR · **Posted:** Wed Feb 12, 2014 2:50 pm

Seren Nishiyama wrote:

Problems with flawcast aside, I too have nothing but good things to say about GW customer service. They have always treated me right.

Feel sorry for the local 1-man store guy though. That's got to be a rough gig. At least he actually plays/paints LOTR figures so he can talk intelligently about the game instead of trying to push AWESOME Tyranids on me.

You're not in Texas by any chance are you? Lol at the closest GW to myself that sums up Brett perfectly

Rangefinder · **Posted:** Wed Feb 12, 2014 3:10 pm

[/quote]Overall though, GW's retail experience is still one of the best around - try finding another store where all the staff are interested in what they're peddling...outside of independent bike shops there aren't many![/quote]

HAHAHA! So funny, because I work at a independent bike shop for fun on the weekends during the summer!!! I worked there in High School, and no I go back to give my family a break from me! hahahaha!

Rangefinder · **Posted:** Wed Feb 12, 2014 3:12 pm

mertaal wrote:

SidTheSloth wrote:

I'd say their returns service is unparalleled really...

The cynic in me would like to say it's because they know they've got a big problem with fine cast, but that isn't true- they've always been great at returns and replacements. Back in the day they used to throw in the odd extra model just for funzies.

They sent me Mouth of Sauron with a signifigant purchase a few years ago!
It was pretty suprising, I thought it was a "one off" experience.
...that is kinda fun though.

captainquark · **Posted:** Wed Feb 12, 2014 3:15 pm

I had trouble with my first finecast model that I bought a couple of weeks ago (miscast sword handle) so I rang them up. All they required when I told them the problem was a photo sent in an email (to understandably confirm that I wasn't just looking for a free model), and once they got that they sent out a replacement. However, the replacement seems to have gotten lost in the post, as I emailed them a few days ago as it was three days after they had said it would be with me, and they have now sent out another with UPS tracked shipping.

Sure, its taken a few weeks, but hopefully it should be sorted now, as long as they checked the replacement to make sure that isn't miscast

LordoftheBrownRing · **Posted:** Wed Feb 12, 2014 3:46 pm

Well all I have to say is you're lucky. The only 3 stores by me all constantly brushed me off and were very uninterested when I asked about Lotr/the Hobbit

Oldman Willow · **Posted:** Wed Feb 12, 2014 4:51 pm

The number one rule of customer service is if you make some one happy they will remember forever. If you make some one unhappy they will tell a hundred people. My self I have several hundred left to tell.

Games Workshop does not have good customer service because the company polices will not allow the employees to address the issue. Replacing a defective product with another defective product is not the definition of good customer service. GW will replace the defects with more defects until you get tired and go away. The issue is not resolved, they are selling defective product and they know they are selling defective products. "Fine Cast is not so bad"

no you just don't have a choice. GW has just lowered the standard because they think you don't know any better.

Probably time to lock this tread. I am likely to say what I really feel.

CraigHallums · **Joined:** Tue Feb 04, 2014 3:48 pm **Posts:** 32

I had to ring them earlier and couldn't have asked for quicker, more polite or more useful service. Throughout the many times I've dealt with GW customer services the experience has always been the same. I've got many good things to say about them.

Bilbo · **Posted:** Wed Feb 12, 2014 7:02 pm

I have always found their staff helpful, polite and above all passionate! No complaints there!

Knife in the Dark · **Posted:** Wed Feb 12, 2014 7:41 pm

JamesR wrote:

You're not in Texas by any chance are you? Lol at the closest GW to myself that sums up Brett perfectly

I've only been to one GW while growing up in Texas it was always the Grapevine Mall GW. There the store manager was a big lord of the rings player and always had his Elf army with him at the store. Him and a couple other guys played Lord of the Rings predominately. While I would only come maybe once a year or maybe twice, if I was in the area for a swim meet, he never failed to remember me and always told me I should bring down my army with me down to the store and play. Unfortunately I never had the chance because time between prelims and finals is hardly sufficient for a game.

While I never really experienced the pushiness except for two occasions. There attempts to make me play WotR and there attempt to get me to buy the Escape from Goblin Town set instead of the rule book, since they argued I get a rulebook in the set so I wouldn't need the big one. At the time I didn't plan to get the big set and this was also the time when people were complaining about the lack of points in the small book so I knew better.

Of course I did get the Escape from Goblin town set, but that was only because I got that, the trolls and two boxes of hunter orcs on wargs for $150, but that's not due to dealing with gw.

I hope there customer service stays good though, it's the best part of the company.

JamesR · **Posted:** Wed Feb 12, 2014 7:47 pm

Knife when you come back don't go to Grapevine Mills. They don't have any LOTR beyond the Hobbit and no one there cares about it anymore. That was also the one I went to growing up but it's changed big time.
Brett is the manager of the Denton GW (didn't even know they had one for the longest time)

GW Customer Service (non GW bashing)

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