8th Ed. Odd melted Model Defect.

So I finally got home to university today and decided to build my metal models I got for christmas (I had forgotten to take my superglue home only plastic glue).

I opened my Slann mage priest to find that the metal parts all seemed fine but all the plastic pieces looked almost melted and they were warped beyond use, has anyone else experienced this problem before.

I want to take it back to my local GW but I am unsure whether the person who brought it got it from a discount store or from GW...

 

Never happened to me, but i really can't see a way for it to get melted before getting in the box without scarring it if there is no damage on the box you can honestly claim it was likely damaged during packaging, and thus it's GW's obligation to replace it. Which they likely will.

 

Say what you want about GW but their customer service is excellent. Call them up tomorrow, have the box it came in ready (it has a code on it they'll need) and they should send you a replacement box.

I bought a Tyranid battleforce a few months ago that had all Hormagaunt sprues instead of 1/2 Horamgaunts and 1/2 Termagaunts, they sent me two boxes of Termagants to replace what was missing in it for free.

 

Can we file a complaint even if we haven't bought directly from GW? Like from Maelstrom or some other reseller?

Is it by phone only or can we email?

I got a Lizardmen batallion that came in with no bases

 

We'll I went in today and they told me the person who was storing it for christmas must have stored it too close to a high heat area hence why the plastics have melted... They offered me some assistance in creating new base by sticking 25mm bases together and greenstuffing...

The bottom bit on the palanquin was completely miscast and the flying base was off at a real angle. The local GW staff said he had never seen one that bad but as its only a bit of rubber that goes up its bound to happen..

Again that was tried to be patched up through greenstuffing and impression of a flying base into the hole.

Meh... I would have been happier with a new box but I realise they are pushed in their profit margins.

 

And thus the customer service mith is busted

 

Call their customer support line and talk to them instead of going into the shop (and don't say you went into the shop.).

 

Shop assistants are hired more for games skills than customer service skills. The customer service line is the other way round. The shop assistant succeeded in avoiding work for himself (how much does he personally care that he pissed off a loyal customer and hundreds of others have found out about it - if you want him to care then post his name and the shop and GW will probably give him a warning/retraining session).

Do not be worried about where the model was bought: GW still get the revenue from the wholesale sale and would have to replace the goods if the retailer had returned them through that route. One reason that GW are good at replacing badly messed up boxes directly is that it is cheaper for them to do it direct than through the distribution channel.

Go direct to GW, it makes sense for both you and them.

 

And yet many have neither...

 

Ignore the guy at your store. simply call the GW 800 number and tell them the product was damaged when you opened it. They will send you a new box set.
The Reps on the phone are great. I have had a couple issues with things purchased from THE WAR STORE over the net. GW (NOT) the Warstore fixed it. No questions, no problems, new kit

If it was stored near a high heat source, the box would show indication of that heat source. The outside plastic wrap would have been melted, box scorched etc.

 

Maelstrom says that they will replace and correct any manufacturer issues quickly, but from all of what I've read it looks like the GW line is the way to go. As long as you still have the package, haven't heard of a case where they don't replace.

Actual GW store, not so much. I had one of the old Krootox once, body part was so warped there was an absolutely massive gap between the two halves. GW staff simply told me to try to bend it then fill with GS. It would have required a LOT of GS and skill with the stuff. Another time, bought some Grey Knight Terminators, there were known problems with parts missing in this batch of them so I suggested opening it and checking in store, the staff assured me that they were now fine and I shouldn't. Sure enough, when I got home there was an arm missing, so back to the store and they took a long time ignoring me and dealing with other people before finally cracking open a blister and giving me the missing arm, but keeping the rest.

 

Got a pack of Cold One Cavelry a while ago, and weirdly one of the tails for the cold one wasn't moulded right. It looked like a goblin that had benn previously eaten by a cold one and then.. well... needless to say there is little use for a warped blob of plastic.
I took it back to the store and one of the staff members killed himself laughing, saying it was one of the funniest things he'd seen in ages... I'd stuck it on.
It is a very not scary cold one.
In the end I took it off and bought a £3 toy lizard from a zoo or somthing and cut of it's tail and used that. Looks much better now, but does not balance right.