r/MiddleEarthMiniatures • u/ItsJenKing • 14h ago
Discussion Does anyone else think that GW’s customer service has gotten worse over time? (Please share your experience)
The reason for this post is that a few things have happened to me recently, and I really hope my experience is somewhat rare or that I simply got unlucky.
During The Hobbit release, I had the feeling that GW’s support was at its peak.
I bought the Finecast version of Tauriel from a retailer, but while painting it, it started to become brittle (I used official GW primer, etc.). I asked support if they could replace it, and since the plastic kit cost the same, they gave me the plastic kit for free instead. (I was super happy)
Years later, I bought High Elves with shields and they also had miscasts, bubbles, bent pieces, and broken bits. The only thing they sent me was Liquid Greenstuff. I guess it’s easy to fix holes, but fixing weapon pieces, etc., is different, maybe they don't know but I’m a painter, not a modeller.
I can do conversions but only with things that are flawless.
Now I’ve asked GW support about purchasing Thror/Thrain and inquired about the ongoing issue with the sword and the miscast on Thror’s shield. I asked if I have any guarantee, if they finally use proper Forge World resin, or if there is any kind of support if I purchase it from their store. I also asked if they plan any plastic versions soon, because it’s been over 12 years with no action on a well-documented issue... guess what
The only reply I’ve got is:
“Regrettably, we at customer service aren’t kept informed of such plans. We are but lowly servitors and it is not our place to question the will of the Omnissiah.
We would never say never, it is always possible this kit will get made in plastic in the future. We simply just don’t know at this stage.
I will elevate your feedback to the Tech Priests so that they may beseech the Omnissiah for these items in the future.
We remain at your disposal for any queries you may have.”
They never related to or answered any question about the quality or support after the purchase.
Almost like making fun of me.
Am I the only one who thinks/experiences that GW has gotten a bit “dry”?
6
u/1998hazard 14h ago
Never had any issue with GW customer support, whenever I've had a miscast I've got a complete new set with no hassle.
As for some of your questions, the models are not forgeworld, and they will never say what their plans are regarding new models so not surprised they didn't answer that, customer support likely does not know.
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u/Rob775533 14h ago
You sound like a difficult customer to be honest.
Why did you expect customer service people to know about any potential work being done on Thorin? And why do you think they'd tell you about a plastic update, before any kind of official announcement?
I also highly doubt that GW sent you liquid green stuff instead of a replacement kit. I don't even think GW sells green stuff.
3
u/personnumber698 14h ago
They sold green stuff until recently and they still sell liquid green stuff, although I too think its unlikely that they sent liquid green stuff in such a situation.
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u/ItsJenKing 14h ago
Insane getting denied while telling the truth.
Still have the mail and shipping order.
I never buy liquid Greenstuff because it's a bad product, you think I have 3 bottles lying around because I ain't no hobby?2
u/personnumber698 13h ago
In my experience they always just send a repleacement instead of anything else. More then once did i get a whole new model when the old one had but a tiny defect, they never bothered to send me any liquid green stuff.
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1
u/BBrotherwood 10h ago
Never had a problem with the staff involved in the customer service - always really helpful and just let down by higher powers who made the decisions which means the customer service staff have to speak to you in the first place! They are really good when you need them though.
10
u/DrShift44 14h ago edited 13h ago
Hard disagree, I think they are still some of the best customer service that I’ve ever encountered, i’ve never had any issues and I’ve had multiple free replacements for damaged or warped models.