If you are near a GW store then take the FW stuff in to them (along with the paperwork). They will then call FW on your behalf if parts need replacing and it means you have a staff member verifying damaged parts rather than somebody calling up to scam freebies.
I had 2 pairs of badly misaligned legs in a MkV marine set and was sent a whole replacement pack of 5 guys when I just asked for a sprue of replacement legs. Can't argue with that service.
I found that Video http://www.youtube.com/watch?v=cUUYvTnB6es
At 4 minutes is where you see the forgeworld stuff, so if anything is bent its cause that guy screwed up
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About the only time I had a major problem with a Forge World order (a Night Spinner which was missing the guns, and I didn't get around to opening it for a year), I let them know and they sent the parts out pretty much in that days post.
Warped parts - as already said, heat the area up gently (either water from the hot tap or a hairdryer) and bend it to the correct shape. You might need to do it in small increments though, or take 2 or 3 goes at it to get it completely right, as the resin will retain some memory of its position and try and bend back.
If you can make a frame from something like lego to hold it, that could help.
If it's broken (and beyond what you consider reasonable repair) or missing pieces, then let Forge World know - chances are they won't even ask for a return or a photo to prove it, they'll just ship the replacement parts out as soon as possible.
Originally Posted by Bestaltan
The warping as others have mentioned can be fixed by soaking in hot water for 5 minutes, bending it into shape then dunking it in cold water. I'd also recommend not soaking resin in hot water in a bowl, as the resin will curve to fit the base of the bowl as it soaks. Use something with a flat base.
I've had major problems with Forgeworld in the past year. I've placed 3 orders and all of them needed something replacing due to miscasts. I've emailed photos each time and they have sent out repalcements immediately. Good service, and I have a couple of extra kits to use as wreck markers now, but I wish their QA would just improve to begin with. Some models I've received even have part of the mold still attached!
Well it might be dumping an old threat. I just wanted to update everyone with how it settled. The order was made around 5-7th december. Anyway, the order made it just in time for Christmas as I've noted before.
I wrote to Forgeworld right away about these issues, the first without picture, and a second time with pictures. A reply came after the second email, suggesting like everyone here to clean the model and use hot water. Albeit I tried, I first of all didn't have a bowl big enough with a flat surface to cover the larger parts, but second of all it stroke me that I should not be the one spending several days of working hours to fix this warping.
So I replied I would like to have the parts replaced. I sent 10 emails trying to explain this, over four months. In the end i blantly stated "How do I get my money back". And they did not reply a single time. Order number, previous answer, pictures was all included in all of the emails. Honestly I feel cheated, their first mail being some sort of thing to make me go away? I don't know. Anyway, my only option was to drive 30min to my local GW. I did this two times, as the first was a saturday or sunday I believe, hence FW's support had closed. Both of the times and different staff absolutly agreed it was outrageous of Forgeworld. I showed the model, and the emails, and the mail Forgeworld has sent. In the end, I was told GW could not help me returning the product, and I had to go home and pay for the order to be sent back to Forgeworld in UK.
So this is where it is now, after five months of attempted communication FW has got a package and I hope they will return the money. In the end, it has nearly cost me more to return the model of wasted time and travel/postage expenses, and time is not something I got much of sadly. So there is is, I'm just so pissed at how FW has turned out to be. They were so great 5 years ago. Also a second thing, god their finecast resin is terrible. I got a company banner from those scorpions from one of those bits sites, and it it's just as bad as GWs
I have had very few issues with FW stuff, the most recent issues were with a lufgt huron, his shoulder pad was very thin and bent, which wasnt much but as this was a display\sale model i needed a better sculpt. I also received in this order the severin loth librarian and guard.
I sent an e-mail to FW asking if i could get a replacement arm, this was fine they asked for batch number and date of purchase.
Never heard anything back for a couple of weeks, so i e-mailed again, still nowt, so sent a polite but firm e-mail asking what was the story, i received a nice reply from Ead the FW rep and he explained it was a small staff etc which was fine, i said no probs i was just curious.
a week later a massive box arrived!! basically they just red sent the order out again...£75 worth!! so i now had 2 sets of the original order, so my mate got the extra severin loth and guard, he was a happy chappy, and i got my arm, all perfect this time.
FW have always been above and beyond in their customer service, its the one thing GW actually are very good at, returns.
Just give them an e-mail and attach some pics, they are usually very helpfull.
In reference to Squat usage in game.
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The thing is, I did and I did. 10 Emails, 2 GW Trips, one call, over 4 months, sent start of december, first complained end of december, contact made to resolve the issue in april. My patience has been tested plenty and there has been enough time to "send" anything inbetwean mails. It's not like I've sent emails every single day nagging them. The reply they gave was nice, true, but why not respond afterward.
Last edited by Unexo; 24-04-2012 at 13:05.
Try calling. It might be expensive, but you'll get your answers immediately. FW also has a Facebook page they monitor.
Not to sound rude or dismissive, but warping is something that can be dealt with incredible easily at home, as has been said, and not having a bowl big enough just sounds pathetic to be blunt. Do you have a sink? Hold the piece under hot running water and jsut be caareful not to drop it, or fill the sink with aforementioned hot water. Otherwise pick up a large mixing bowl from a thrift store for like 50p or whatever the local equivalent is, I understand your frustration but it seems like you've made this more difficult than it needed to be, though of course it could be you did get a kit so warped as to be irredeemable.
I realise it is beyond that point now, but for future reference...
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I have only had one problem with FW's customer service and that was years ago.
Aside from that it has been great and stuff has been replaced really easily.
A hair dryer works quite well at heating resin for bending and shaping, just don't old it too close.
Hopefully you get your money back and a response as to why they never replied.
Or maybe, just maybe, the pathetic thing here is a company allegedly selling premium products and certainly asking for premium prices delivering something that was unusable, expecting the customer to fix it and ignoring further complaints.
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Right, because god forbid we expect hobbyists to have some hobby skills.
In the grim darkness of the far future, there is only British.
Actual (alleged) girl. Alpha Female.
That's not the point, eldargal. They might expect that a customer is able to fix it. But
1) he shouldn't have to
and
2) the customer service ignoring him is an absolute no-go.
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I'm not denying that FW have handled this poorly (which itself is unusual in my own experience), I'm just saying from the information he has presented he may not have needed to get FW involved at all if he had just followed peoples advice and indeed the advice from FWs own guide on their website. FW is what it is, whether or not it should be better is irrelevent, if you aren't willing to put up with the fact you will have to straighten some resin you probably shouldn't be buying it because chances are you will need to.
Complaining about bendy FW resin is akin to complaining about mouldlines, it's going to happen, just deal with it and move on. Unless, as I said, he did have an irredeeemable kit but until he posts pictures we won't know.
Last edited by eldargal; 24-04-2012 at 14:37.
In the grim darkness of the far future, there is only British.
Actual (alleged) girl. Alpha Female.
Have to agree with Eldargal, complaining about thin pieces of a resin kit being warped is a bit like complaining that the kit you bought came in lots of little pieces and wasn't painted!
Except with the majority of resin from many other retailers there is little to no warping. Complaining is fair - to the OP, if you really feel strongly about it consider getting legal advice on what you can do.
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Woah, legal advice is indeed a bit much. When you really get down and call, FW is someone you can talk with. But I do complain about their level of service, if they provide an email adress. Then you should be able to get answers at a reasonable rate, meaning roughly 10 replys from 10 emails, albeit a few might slip. Emailing is for me a lot easier, as I can accurately explain my issue. My english is extreamly bad when I speak, because it is so untrained. So having the time and ability to corrently explain my issue through a phone is by all means not preferable.
As for the Forgeworld kits "expect it all to be warped" is fair. The orders I had 4 years ago, including 4 dreadnoughts, 1 titan and black templar conversion bits, had a 100% rate of absolutly prime perfect parts without warping, perfect consistensy. This is the reason I expect the same, now that I order 4 years later. I would say Forgeworld could label certain kits as "professional only"- a kind of stamp to explain, that this kit comes is highly expected to contain warped and a certain level of expertise (magnets, special issue tools, exteroridinary manwork(such as fixing warping)). If this was the case, I would not complain. I would avoid the kits they know are warped all the time. The Tantalus is one of these. Forgeworld actually stopped production of more Dark Eldar vehicle kits, because they can't deliver the resin to make these kits. It simply gets too thin and hence warped, damaged, scrateched, in the process.
I did some research while this was going on, and I was unable to find a single online blog, picture or post about the Dark Eldar Tantalus, which did not contain the exact same issue as I experienced. And there are 3 ways people deal with it. 1) Professional experienced hoppist who see it as a challenge and actually manages to get an exteroridinary model out of it. 2) The gamer who glue the parts together anyway, and do not wash, file or greenstuff anything. 3) The gamer who either complain for parts or return who know that getting a pretty model out of this is out of his time or skill level.
But I do really like the kit, and in the future (lesson learned hu?) I will probably be working with a professional who can do the assemply for me, in cases like FW where parts just have the quality the forging process delivers. For me; warping is not a fun part of the hoppy. And that's why I do Warhammer, because it is fun to glue, paint, and play. I doubt Forgeworld will refuse refunding the money, but if they ever did, then I would probably go to GW a third time and handing them over a gift. Because that model is acid and a continuous waste of money from my part. If anything, I could be an honour to see it pained and assembled in the shop. Alas
I admit I am the last one, and I did have some (perhaps wrong) expetations about the state and quality of Forgeworld kits. But then I should be able to communicate with Forgeworld, and either get a refund or parts replaced. I'd happily have gotten the parts replaced, returning the malfunction bits in the Games Workshop. I am not here to get bonus bits. But somehow I get the feeling, that they know every Tantalus bit will have the issues, and just kept ignoring me until the inevitable refund.
(Also as a small note, I've actually spent more money on miniatures outside GW (per year) for the first time ever, including where my refund will go. And honestly they got competition. When others can deliver perfect resin, metal, special issue bits and unique characters with a 100% failure free rate (and make a solid business out of it), then theres actually reason to look elsewhere when my personal experience of finecast contains small errors. Keep in mind I actually haven't returned a finecast yet, but it is a mini-game to "find 5-errors" like when you were a kid, which can be extended to "find 10-errors" on some kits ;D. /And finecast for me will often fall in catagory 1-2 I descriped above. I can fix it with greenstuff and a bit of bubbles never hurt a nurgle or nid, for example)
Last edited by Unexo; 24-04-2012 at 18:34.
Bear in mind last weekend was Salute in the UK and Adepticon in the US. I doubt there was anyone in the office from about Thursday, and they'll be busy since then fulfilling orders placed at the shows.
If you're not happy with something, by all means complain. Apart from anything else, a steady volume of complaints might let them know their product quality is generally below par. On the other hand, the hot water trick is definitely much quicker than phoning Forge World and waiting for a replacement. It's not a matter of "putting up with poor quality" or anything like that, it's simply a matter of getting an acceptable product in the quickest way possible.
I would say that warped parts are an (unfortunate) part of resin models, speaking as an aircraft modeller also, aftermarket resin parts for these kits can be a lot worse, especially when wings or fuselages HAVE to be straight to fit properly to the original plastic kit, then you will see that warped parts from FW are not unusual when you start getting bigger than an individual figure model etc. Warm water and some patience will sort most warping, however that doesnt mean it should be dismissed out of hand.
Part of the problem i have found on warseer is that a lot of the issues of returns are exacerbated byt people not being in the UK, i have found that any returns or exchanges or replacements from FW have arrived quickly and without issue, but once we get out of europe, it slows right down and this can frustrate a lot of people.
However i would always contact FW if a model had issues with miscasts, mold slip, or breakages etc, and FW have always beeen happy to send replacements usually with no return of the original required! However this is easier in the UK than from the states. The best bet would be to phone once, have records of your e-mail dates you sent and to whom, and your batch number etc and see where that gets you, obviously if your english isnt great, explain that at the outset and try and be patient. The FW bunch arent a huge team, and no one mans the phones all the time so it can take a few times to get a response.
Hope you can get it sorted.
In reference to Squat usage in game.
THE CAKE IS A LIE!, THE CAKE IS A LIE!, THE CAKE IS A LIE!, THE CAKE IS A LIE!
My CMON Blog: http://blog.coolminiornot.com/blog.p...Rose-Model-Art
Not really true from my experience and especially not the case when I was at Salute looking at models on Saturday. A number of the companies whom I looked at just said o you need to fill this or bend this. It is expected with resin, however don't get me wrong sometimes companies FW included really drop the ball with either quality and or follow up customer service and it seems in the Op's case FW have let themselves down massively.
Regarding the OP's tantalus, a friend of mine had a Tantalus kit that he had to return for the same reasons and he is always happy for minor adjustments etc but said there was so much wrong with it that he didn't want the hassle or the potential to brake parts etc and this was only three weeks ago.
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