Magos Guilderius Davvarel Posted June 27, 2021 Share Posted June 27, 2021 Hello fellow Magi ! I'm here to ask if any of you has already experienced this : today I opened my Combat Patrol Box and got the surprise to find no Dunecrawler inside... Instead, I have 6 Kataphrons.... Has it ever happened to anyone else ? I ordered my box from Waylandgames.co.uk, it was brand new of course so I figure it's an error @GW assembly line. What do you advise me to do ? Shall I contact them and try to get the missing model ? Thank you for your answers :) Link to comment Share on other sites More sharing options...
m_r_parker Posted June 27, 2021 Share Posted June 27, 2021 Time to get in contact with Waylandgames and see what they'll do. Depends on whether you want the Kataphrons or the Dunecrawler more... The last time I had a problem with incorrect sprues was with a missing Trygon sprue from a 'Nid Start Collecting box. Fortunately I got it from my local GW store, and they just gave me a Trygon box from the shelf. Magos Guilderius Davvarel 1 Back to top Link to comment Share on other sites More sharing options...
Magos Guilderius Davvarel Posted June 27, 2021 Author Share Posted June 27, 2021 (edited) Time to get in contact with Waylandgames and see what they'll do. Depends on whether you want the Kataphrons or the Dunecrawler more... The last time I had a problem with incorrect sprues was with a missing Trygon sprue from a 'Nid Start Collecting box. Fortunately I got it from my local GW store, and they just gave me a Trygon box from the shelf. Thanks. I've opened a ticket with Waylandgames.co.uk, hope we'll come to an agreement. Tbh, I had planned to buy another CbtPatrol box in a few weeks, so maybe if I can negociate some kind of discount, I'll be happy with it Anyway, fingers crossed for the next step ! Edited June 27, 2021 by Magos Guilderius Davvarel Link to comment Share on other sites More sharing options...
Lucien Eilam Posted June 28, 2021 Share Posted June 28, 2021 You don’t need to “come to an agreement”. They’ve sold you faulty goods, so they’re legally obliged to fix it, whether by replacement, providing the missing components, or refunding you. (I’ve no doubt they will, Wayland are a longstanding merchant with an excellent reputation, but it’s not a negotiation.) Xenith and Magos Guilderius Davvarel 2 Back to top Link to comment Share on other sites More sharing options...
Magos Takatus Posted June 28, 2021 Share Posted June 28, 2021 I had a similar issue once when I bought some "Finecast" Dark Reapers. The blister pack was missing a Reaper launcher. I returned it to the Games Workshop store and they replaced the missing part. You shouldn't have any trouble getting a replacement kit as Lucien Eilam said, it's the seller that has to provide the replacement parts rather than the manufacturer (or so my local consumer radio station informs me). Magos Guilderius Davvarel 1 Back to top Link to comment Share on other sites More sharing options...
Magos Guilderius Davvarel Posted June 28, 2021 Author Share Posted June 28, 2021 Thank you all for your answers :) Link to comment Share on other sites More sharing options...
Xenith Posted June 28, 2021 Share Posted June 28, 2021 You don’t need to “come to an agreement”. They’ve sold you faulty goods, so they’re legally obliged to fix it, ^^ This. Stores have a mispacked good etc policy. They should just send you out the missing model then they claim back from GW. Magos Guilderius Davvarel 1 Back to top Link to comment Share on other sites More sharing options...
lhg033 Posted June 28, 2021 Share Posted June 28, 2021 Not used Wayland but... GW directly have always been excellent on this. I had a predator missing the turret sprue - went instore and they just straight up opened another box in front of me and gave me one. Another order, they missed items and I emailed in and they just resent them. My copy of deathwatch overkill had a miscast on the patriarch sprue so they just sent me a box of the GSC Broodcoven. In some of these cases, it was quite some time after purchase that I got around to opening these but they still resolved the issues very quickly when they were flagged. Darksphere - had a missing piece from a sprue - they sent me the missing piece pretty quickly Magos Guilderius Davvarel 1 Back to top Link to comment Share on other sites More sharing options...
Magos Guilderius Davvarel Posted June 28, 2021 Author Share Posted June 28, 2021 You don’t need to “come to an agreement”. They’ve sold you faulty goods, so they’re legally obliged to fix it, ^^ This. Stores have a mispacked good etc policy. They should just send you out the missing model then they claim back from GW. I'll see what they say. They already responded and asked me to send pics of the content of the box. I've already built and started to paint the TPE, so I hope this won't be a problem^^ Not used Wayland but... GW directly have always been excellent on this. I had a predator missing the turret sprue - went instore and they just straight up opened another box in front of me and gave me one. Another order, they missed items and I emailed in and they just resent them. My copy of deathwatch overkill had a miscast on the patriarch sprue so they just sent me a box of the GSC Broodcoven. In some of these cases, it was quite some time after purchase that I got around to opening these but they still resolved the issues very quickly when they were flagged. Darksphere - had a missing piece from a sprue - they sent me the missing piece pretty quickly Acknowledged. If this goes south with Wayland (but I don't think it will) I'll try to contact GW directly. Already have a good contact with them for several BlakLibrary orders, it shouldn't be a problem :) Link to comment Share on other sites More sharing options...
ValourousHeart Posted July 1, 2021 Share Posted July 1, 2021 GW has a really good customer service record when it comes to missing spurs and bits. Years ago a friend ordered the Green Tide from GW, one of their apoc bundles. All 10 frames were missing the power claw. Took it back to the local GW store where he purchased it and they submitted a claim. All he was expecting was 10 power claws, but GW sent him 10 new frames! This is where the craziness happens. I think 7-8 of those frames were also missing the power claw. He was opening them at the shop with the manager, so there was nothing shady going on. They kept submitting a claim for the missing power claws, they kept sending full frames, and each round some of the frames were missing the power claw. This pattern kept up until he finally received the 10th power claw. But by that point he had over 400 boyz. Not a bad deal for the cost of 100 boyz. That is the most extreme case I know about. But I tell it to show to what extent GW will go to ensure customer satisfaction. jarms48 and Magos Guilderius Davvarel 2 Back to top Link to comment Share on other sites More sharing options...
Magos Guilderius Davvarel Posted July 1, 2021 Author Share Posted July 1, 2021 Crazy stuff indeed ! For now Waylandgames received my ticket and gave a positive return, they should send me the missing sprue :) They seem to have a dedicated team for these cases. Magos Takatus 1 Back to top Link to comment Share on other sites More sharing options...
Hfran Morkai Posted July 1, 2021 Share Posted July 1, 2021 Another vote of confidence for GW/FW customer service here. Received a damaged antenna on one of the vox packs out of two command upgrades I ordered from FW. They asked for photos and straight away sent out another two boxes, despite only one of the packs in one box being damaged. Link to comment Share on other sites More sharing options...
ValourousHeart Posted July 1, 2021 Share Posted July 1, 2021 And remember, the important part for GW isn't getting the most value out of a single box. It is the established customers continuing to spend about $400 per year, those existing customers bringing their friends into the hobby, and those new customers spending around $700 during their first year before settling into that $400 pattern. They won't jeopardize that over a miscast on a on a $60 kit. Magos Guilderius Davvarel 1 Back to top Link to comment Share on other sites More sharing options...
Magos Guilderius Davvarel Posted July 1, 2021 Author Share Posted July 1, 2021 I might have exploded these stats as, for the past 3months, I have already spent around 500€ :D and planning to spend a couple more after summer break :P ValourousHeart 1 Back to top Link to comment Share on other sites More sharing options...
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