Problems with Forgeworld Customer service.

[Olja]

Sorry if this isn't the right place to post this complaint. I'm not really sure where to go though.

Awhile ago I ordered some models from Forgeworld. Some of the models were so badly warped they were unusable. I contacted customer service and they told to E-mail back the broken parts. I did so and got no response. A time latter I tried again. They told me to E-mail them the parts and again I got no response.

At this time I'm considering the models a loss. I'm not too happy as these are really expensive models. I like Forgeworld models and would like to buy more but will not because of what happened.

[Inquisitor Engel]

Which email are you sending it to? I've just had them send out all the missing parts in my Warp Hunter super fast, no questions asked.

[ToXin]

Phone them - the e-mail system has a large amount in backlog.

Quote your order number and the kit serial number along with your exact e-mail and they will look it up straight away if it has got lost in the haystack. Their customer service picked up after 2 rings and I got mine sorted within 3 days, posted offshore.

[Hendarion]

Which email you used? Fworderenquiries@games-workshop.co.uk or Forgeworld@games-workshop.co.uk ? Make sure to use the first.

[Sgt John Keel]

Which email you used? Fworderenquiries@games-workshop.co.uk or Forgeworld@games-workshop.co.uk ? Make sure to use the first.

I think they changed their support e-mail address to forgeworld@gwplc.com. I sent an e-mail request for replacements to the old address a couple of months ago and received no reply, so I re-sent it to the new address last week and got a fairly prompt answer.

[tristessa]

I had a kit missing a few wheel parts so I called them up and they sent them straight out. Can't fault the customer service! I know that isn't much help to you but really if you can do give them a call.

[Llew]

Awhile ago I ordered some models from Forgeworld. Some of the models were so badly warped they were unusable. I contacted customer service and they told to E-mail back the broken parts. I did so and got no response. A time latter I tried again. They told me to E-mail them the parts and again I got no response..

The first thing that comes to my mind is: how on earth are you E-mailing back the broken parts?

[nagash66]

The first thing that comes to my mind is: how on earth are you E-mailing back the broken parts?

FW sometimes requests photos of the damages ( keep people honest and all that) to be emailed to them.

Op call them easier and faster.

[Kijamon]

Honestly, phone them. Even if you're outside of the UK, use skype or some other call method. In any business you want to become someone's responsibility. An email can be ignored because it's a central account. If you get someone's name, they will help you more than if you email.

Saying that, I've had 3 issues with FW stuff and each time they were amazing to deal with. You might even get a hint of things to come if you ask the right person.

[Elfaen]

The forgeworld guys (Or guy in the case of the phone) are legends and they go out of their way to look after you. Call them and explain your problem and they'll sort it out immediatley without any questions.

[SVKBaki]

I can second that, I received badly misprinted Ork decal sheet from them, sent a pictures of it to them, and they sent a replacement by priority mail few days later, so their customer is top.

[TheBearminator]

Has anyone had any experience with forgeworlds customer service?

I bought a pack of 10 death korps around the easter holidays. When I was assembling them a month ago I realized that the coolest guy in the unit (who else?!) was broken. A part of his mask was missing. Even though there had been a few months since I bought them I sent them an email and hoped for them best.

I received a quick answer that they just needed my order nr and batch nr and they would send a replacement. Cool! I sent them the information (got no answer this time) and waited for a few weeks, nothing happened. I sent them a reminder. No answer. Frustrating. As I wanted the unit complete for gaming purpose I replaced it with another model. Unit done.

Last Friday however I sent a new email to forgeworld. As a customer I'm disappointed. If they've decided they won't compensate me with a new model because I didn't file the complaint when I received the order, then at least they could tell me that straight away. What good comes out of hiding from your customers? I was actually planning on collecting a complete death korps army from forgeworld. Now I've decided I will buy my troops from them because I have to. But the vehicles I will find elsewhere.

Hope you understand that this is not about the money, or the model. I just can't accept being ignored like this.

Anyone else had any issues with forgeworld?

[Fizzy]

No not really. Slow answering yes sometimes. But I usually get my answers. They even paid for shipping for a tank that got an error and had to be sent in another way.

And I actually never got anything that was broken.

But I know how you feel. I have been ignored by other companies and Forgeworld have sometimes taken so long to answer me that the order that got lost already arrived. (4-5 weeks was the longest wait for a reply)

The best thing is even though it might be expensive. Call them on the phone. They cannot ignore you when you call them.

[t-tauri]

Merged to existing. Please try a search for existing threads before opening a new one.

[TheBearminator]

Phone them - the e-mail system has a large amount in backlog.

Quote your order number and the kit serial number along with your exact e-mail and they will look it up straight away if it has got lost in the haystack. Their customer service picked up after 2 rings and I got mine sorted within 3 days, posted offshore.

Telephone seems to be the trick. I've decided to give them one more week as I'm on vacation anyway. But I'll Skype them when I get back.

[Hendarion]

I waited one week for an answer to my mail, then I called them and problem got sorted in 2 minutes. They also told me they have a big bunch of emails to process currently. But really, if you ask me, then they need more guys doing that job. And so far, I also have to say that I didn't have a single order that did not have some troubles with quality or wrong/missing parts. They replace nearly everything or ship new stuff for free, but it takes time and it happens often. Both are bad signs.

[GomezAddams]

Well it took them just over a month to replace two miscast heads - I only found out a few days after lodging the error that I could just swap them at Warhammer World (where I made the initial purchase). They also swapped some dodgy back packs for me.

I am however, still waiting for the 28 parts of my warhound that needed replacing due to lazy casting. Were into week two now...