Gotta love GW..Knight debacle

[Servius]

So lets see... for Starters 3 weeks ago I ordered the following.

2 Araby Wizard Blisters
2 Araby Character Blisters
1 Araby Sultan on Elephant Blister
2 Araby Elephant Blisters
2 Araby Flying Carpet Blisters
3 Araby Knight Blisters
4 Araby Spearmen Blisters
4 Araby Bowmen Blisters
3 Araby Desert Rider Blisters
3 Araby Camel Rider Blisters

5 Bretonnian Character Blisters
2 Bretonnian Hero on Pegasus Blisters
3 Bretonnian Grail Knight Blisters
6 Bretonnian Knights of the Realm Blisters
6 Bretonnian Yeoman Squire Blisters
6 Bretonnian Men-at-Arms Blisters
6 Bretonnian Bowmen Blisters
6 Bretonnian Peasant Blisters

Lets see now... what did I receive...

2 Araby Wizard Blisters
2 Araby Character Blisters
1 Araby Sultan on Elephant Blister
2 Araby Elephant Blisters
2 Araby Flying Carpet Blisters
0 Araby Knight Blisters
4 Araby Spearmen Blisters
4 Araby Bowmen Blisters
3 Araby Desert Rider Blisters
1 Araby Camel Rider Blister

4 Bretonnian Character Blisters
2 Bretonnian Hero on Pegasus Blisters
3 Bretonnian Grail Knight Blisters
6** Bretonnian Knights of the Realm Blisters
6 Bretonnian Yeoman Squire Blisters
6 Bretonnian Men-at-Arms Blisters
6 Bretonnian Bowmen Blisters
6 Bretonnian Peasant Blisters

Firstly, I got totally Shafted on the Araby missing 2 blisters of Camels and 3 Blisters of Knights. that is $60 simply missing from the order.. and my receipt says they shipped.
On to the Bretonnians... yet another shaft all together. I was only missing 1 blister of Characters... which is trivial other than the Money honestly.. as i found I ordered too many. but here is the best part. of the 6 Blisters of Knights of the Realm. 5 Blisters are mispackaged..
each Blister included. 3 bases. 1 Knights of the Realm Command Strip and 5 Strips of Grail Knights. Rather bloody annoying if you ask me. So I check over my shipping invoice.. It says everything ordered was shipped. I call GW.

After spending 5 minutes giving order number and verifying my account info for them they look over the order and ask what the call is about.. I explain that Im missing $75 USD worth of blisters (Araby Knights, Camels, and Character Blister) and then I explain the problem with the Knights of the Realm.. He asks me for the Batch Number on the blisters which all were the same (except the one good blister). He said he has to place me on hold for a moment.. after 15 minutes on hold a different person comes on and basically has me go over the entire thing again. He then tells me that:

Unfortunately, due to the fact that the missing items are not backordered and that the invoice says it was shipped that he can't do much for me there. He then goes on to say that, I'm not accusing you of being dishonest, but unfortunately the new procedures put in place are to protect the company from fraudulent claims and help keep the price of their product competitive... :Right: He then says that he can only replace the Realm Knights If I return the Blisters. I said.. That its BS that their company has a policy that specifically states to ignore claims of improperly shipped products. I asked to have the call escalated. I was on hold for about 5 minutes. heard a Call through dialer. then was asked for a credit card number by a computer.. I hung up and called back the Customer Service line. I got the SAME person i was talking to originally. He then said that he thinks that their redirect dialer isnt programmed properly. It this point i'm ready to just take the box and send back the realm knights to get the correct models.. he then tells me that postage would have to be paid by me. Including the postage for the replaced models. I told him to stuff it. Hung up the phone and called up American Express. Luckily, I had paid for the entire purchase via my AMEX card. I told them the story. While on the phone the AMEX rep called GW customer service. Again we got the same guy. She asked him about the debacle. he Verified my story and explained their policy that they couldn't send me items if the items were on the invoice stating they had shipped. She said thanks hung up. then Retracted the Charge from my card, and charged back GW the cost of the purchase in full.

I just got a call today from GW. Apologizing about the incident, and Stating that they were issuing me a 10% off coupon for my next purchase of 100 dollars or more.

I remember 8 years ago I ordered 4 boxes of Khorne Berserkers for 40k. 2 of those boxes must have been packed by a thief or someone who got fired but was asked to finish out his shift.. as the boxes were missing the Back Chest plate for every marine. I called Customer Service.. They sent me 2 new boxes overnight and for the trouble threw in a Khorne Aspiring Champion Blister. What the heck happened to this company.

[frogbear]

What the heck happened to this company.

This:

he new procedures put in place are to protect the company from fraudulent claims

Note that companies like Fantasy Flight no longer do replacements for the same reason.

I do not approve of the GW practice above, however I am sure they get a lot of issues - legit or otherwise.

[Toon]

Thanks for the post servius, it was really helpful: I used to always have my warmaster stuff delivered to my local games workshop shop and then checked the contents of the package together with the GW employee. Since we now have a new guy and   I kinda don't like him (he seems to cringe whenever I mention Warmaster, lol), I was thinking of having the stuff sent to my home. Now I will definitely not do this. 

[Guthwine]

With that kind of customer service they dont deserve a single $. Just see if you can find suitable minis in some other 10mm historic range.

Or as Toon said, let them send it to a shop near you, if you have that possibility.

[Servius]

I wish. Unfortunately, the closest GW store is in another state and my ULGS (Unfriendly local game store) wont order warmaster.

I just find it ludicrous that a Company can have a policy that basically says " We can simply "forget" to put part of your order in the box. And tough luck to you. Its not our responsibility. Thats Mail Fraud plain and simple which, had AMEX not refunded me entirely for the purchase i would be filing charges with the FBI Mail Fraud Division.

[Stormwind]

I'm sorry to hear about all this - sorry to say this - but I've heard that the American side of GW is a lot sloppier for customer service than the UK side.   I always assumed that was apocryphal.

[Servius]

in the past i would say it was as well.. I guess from what im hearing from some friends on other boards its pretty much the status quo for the US. Especially since the release of Failcast