For all the stick we (often pretty fairly) give Games Workshop, I do think it’s only fair to highlight when their customer service gets things right:
I picked up a Primaris Techmarine from Hobbycraft about a week ago while they were running a promotion (Spend £25+, save £5). Unfortunately, it looks like they unseal stock instore and keep it in the warehouse, and don’t keep boxes sealed. When I opened it a couple of days ago, I found the base and several parts missing.
That suggests someone had been a bit cheeky at some point — either instore or via a customer return that wasn’t properly checked (#sad panda). It could theoretically have been a factory error, but that feels less likely.
Hobbycraft didn’t have any more in stock, I didn't want to lose the discount I'd got on it, and I didn’t want to spend time and money travelling elsewhere, so I reached out to GW Customer Care via live chat yesterday. After a bit of back‑and‑forth with a genuinely pleasant chap called Callum, and with the Techmarine currently out of stock on the webstore, they offered me three options:
A) They’d monitor stock and send a replacement when it comes back in
B) They’d issue a voucher for the full value, usable on a future Techmarine or anything else
C) I could pick another item up to £30 that was currently in stock, and they’d send me that instead
I chose option C). They’re sending me a Jump Pack Captain (same price as the Techmarine), which I didn’t already have — I’ve been holding off on fast attack with the Vanguard Veterans and the fast attack refresh rumoured for 11th. On top of that, they also agreed to throw in an extra pack of five 40 mm bases, as I mentioned I’ve had to dip into my own spares in the past due to missing bases.
There was no requirement to return the incomplete Techmarine, which I can now source parts for separately if I want, and the whole process was painless and hassle‑free.
I fully appreciate that the models cost far less to produce than their retail price, but even taking that into account, this was genuinely good customer service. It was handled quickly, reasonably, and with a human touch.
GW pricing is always going to be a point of contention, especially with just how much it's risen in the last 5-10 years, but experiences like this do make me feel they haven’t completely forgotten what good customer support looks like, so credit where it’s due.