An email from GW

[afterimagedan]

Fistus I don't believe is in the USA.

[Gothmog Lord of Balrogs]

file a complaint with the Better Business Bureau.

the what?

what is that "better business bureau"?

Basically, they rate companies by business practices and ethics and it is a big deal in the business world to be accredited by them.

http://www.bbb.org/us/mission-and-values/
http://www.bbb.org/us/bbb-standards-for-trust/
http://www.bbb.org/us/bbb-faqs/

https://www.bbb.org/consumer-complaints/file-a-complaint/get-started
Make sure to select the Glen Burnie MD Games Workshop if you do it (their HQ)

[lordgoober]

isn't the US HQ in Memphis now?

[FistusMaximus]

Fistus I don't believe is in the USA.

correct.
i'm german.

so, what now? what should i do?

[Gothmog Lord of Balrogs]

There is apparently a Federation of German Consumers that is roughly equivalent.

http://answers.yahoo.com/question/index?qid=20070604073716AAmq4Jl

[Comrade-K-Rad]

I still have not received my order.  When the 2 weeks was up I got the 1-2 week shipment again.  This is pretty lame.

[Gothmog Lord of Balrogs]

I still have not received my order.  When the 2 weeks was up I got the 1-2 week shipment again.  This is pretty lame.

Same

Eventually they will have a Customer Service Crisis if they just let them sit indefinately. I wonder if they are hoping people call and cancel things (like their email graciously offers)

I have had an incident in the past where they were no longer able to provide a product I ordered. I got the Gamer's Edition of 40k for 5th ed and they shipped it but it didn't deliver and got sent back to them incredibly damaged. By then, they were completely out, so they sent a new rule book and markers (Only the ammo box was completely destroyed), I believe they refunded me some AND they offered me a product of equal value, so I got a Free Baneblade.

If that happens again I am going to get a Realm of Battlegame board out of this. But I plan to stick it out and get what I ordered.

[afterimagedan]

If they eventually get to you and say "sorry, we are out of those" you should say "make me some." The correct thing for a business to do is make them unavailable on the store when they are out of them. If they say they can't make you some, then say "why didn't you take it off your webstore?" Or "why not?" Push them a bit and they may still have a way to make you one. Who knows. They should have reviewed their stock before starting to discontinue something.

[Gothmog Lord of Balrogs]

If they eventually get to you and say "sorry, we are out of those" you should say "make me some." The correct thing for a business to do is make them unavailable on the store when they are out of them. If they say they can't make you some, then say "why didn't you take it off your webstore?" Or "why not?" Push them a bit and they may still have a way to make you one. Who knows. They should have reviewed their stock before starting to discontinue something.

Why didn't you officially announce a that the range was being discontinued on your site is another highly appropriate question.

I am going to insist I get what I ordered, even if they have to wrap up and send me the painted studio models.
But seriously, I am going to call next week and find out about what is being done. Probably on Tuesday since it is memorial day weekend.
The biggest issue may be that there may no longer be molds for certain models.

[afterimagedan]

And that's another reason to not sell something you don't have or can't produce anymore.

[Gothmog Lord of Balrogs]

And that's another reason to not sell something you don't have or can't produce anymore.

Exactly, but doesn't change the fact them may already have. And if this ends up being the case for me I will file a complaint with the BBB, post on my blog BIG Time about it (try and get BoLS coverage maybe), then try and get other consumers to do the same. And when I am talking to customer service, I will keep asking to talk to the next manager up.

[Comrade-K-Rad]

I'm with you Gothmog, getting pretty tired of this.  I just want the models I ordered.  If I don't get them, I will be seriously upset with GW.

[andydorman]

I had received an incomplete order a couple of weeks ago - the money hadn't been taken for the missing stuff.

I emailed, said I wasn't happy and asked when they were going to honour my order. A week later I had a reply saying they were going to cast some more for me but it could take up to 28 days.

Your situation sounds a lot worse than mine so email them and ask them what they're going to do about it - you may be surprised. If you haven't complained directly to whoever sold you the stock they don't even have a chance to fix it...

[Dragon Lord]

What I do in situations like that is use an increasing frequency of emails until they solve the problem, first once a week, then every couple of days, then every day.  Eventually the shear volume of emails becomes more of a nuisance for them than fixing the problem.

[timdp]

I still have not received my order.  When the 2 weeks was up I got the 1-2 week shipment again.  This is pretty lame.

I called and the US CS guy said they were casting up all of the ordered product in the UK and will ship it to GWUS for customer shipment and that we will get everything that we were successful in placing orders for.

YMMV

Tim