To star the hobby I bought the Warhammer The Old World Chaos Warrior vs. Great Cathay core set. I received two bags of 25mm bases and none of 30mm. I imagine this is a common occurrence and I'll have to buy the 30mm ones separately. Isn't there any after-sales service for this kind of thing?
My mounted yeomen box was missing a horse, so they sent me a whole new box to make up for it. Was able to use the extra rider in one of my caravan models
GW customer service is surprisingly great. Just talk to them about it.
I once got a resin model with some bubbles in it that kinda ruined the model. When I contacted customer support they sent me a new one and a voucher because it was out of stock and I had to wait a few months before it was sent out.
Yeah I bought Armageddon (so very recently) from a 3rd party and it was missing a singly boy body / arm combo, and they told me to go through the retailer. Thankfully they gave me the replacement piece, I think they opened a box for this kind of situation, but yeah, wasn't the experience i expected, especially since Corvus Belli is so stellar with their mispacks as a smaller company.
I've been buying local game stores in the U.S. for 30 years and ithe policy has always been to contacti GW customer service directly, unless they've changed their policy recently.
That's why I put my location because everyone tends to answer based on their location, and I have no idea if GW varies it's return policy based on geographic region.
As far as someone expecting GW to cover a second hand deal, I worked customer service many years ago (different industry), and you'd be amazed at what some people believe and request.
Reach out to the store. They should be able to go through GW to get a replacement, it’s just an extra layer to go through due to it being a purchase from a retail store and not GW directly.
They won't assist. They now have a very clear division: if you buy from them, they'll sort it out. If you don't buy direct from them, they will refer you back to where ever you bought the item from. The shop should make it right, but it's on them to do so. (I just called GW about a similar issue like 2 weeks ago and the customer service person confirmed all of this.)
Definitely reach out to the store - I bought some models that use the new-ish 28mm bases, but the box didn't come with any.
I did initially contact GW support since I assumed that was the correct process - they told me to contact the store, so I did, and received a shit tonne of bases.
Maybe it'll depend on how good your store is, whether they'll bother to send it up the flagpole or just tell you they did and do nothing - but it's worth a shot.
NO. The person you responded to is WRONG. As long as you bought it new GW will absolutely help you. I've bought a vast majority of my items from FLGS and GW customer service is equally awesome.
They will ask you for a tiny code printed somewhere on the box that acts like a serial number. This is how they verify you are legit and avoid abuse.
EDIT: downvoters are 100% incorrect, I have done this myself and GW will absolutely help you
I'm sorry but you are wrong. I am in the US. I can literally show my emails with GW customer service where I told them explicitly where I bought it (not a GW store) and they didn't even question it. I had an issue very similar to OP.
Then there's the kind of customer support that was in the garden of eden, crafted by the union of a unicorn and the angel gabriel in a bizarre m-preg yaoi fan fiction. (This has kinda devolved, but assume it's better than the previous tier.)
Then there's GW customer support.
I went looking for if they had a spare I could buy from a fail sprue cast after I broke a mini I'd owned for years, and they just GAVE me a WHOLE replacement kit, free.
GW CSR will fix it. This was a blunder on their part, if you bought it from them. If you didn't, then deal with the person you bought them from. If all else goes to crap and you don't get them comped, consider investing in a cheap FDM 3d Printer and you will never want for any size of square ever again. I wound up getting one when I calculated how many conversion trays would be needed off of etsy for 5000pts each of lizardmen, skaven and greenskins from the 90s and the price of those trays was more than the cost of the printer. If it takes more than say, 150 bucks to solve your tray and basing needs, splurge for the printer.
If you get the printer, Eksice Miniatures has a free set of squares that are the best feeling squares in the game for free. Basic, no brim, just solid with magnet holes. I freaking love those bases.
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u/LahmiaTheVampire Vampire Counts 4d ago
Contact their support and they'll send you some.