Wulfebane Posted March 3, 2012 Share Posted March 3, 2012 So I acquired my box of TWC today and discovered that a piece intended to be the eyes, ears, and tongue for one of the heads is missing. I realize there are 4 heads and 3 bodies, so it's not exactly a loss, but for argument's sake, if this were the piece that was what convinced me to buy the box, etc etc, what can I do to be compensated? The box was completely plastic-sealed and I trust the LGS owner to not have opened the box to take the piece and reseal it, so it had to be a miss-pour from the manufacturing end. Suggestions? Link to comment https://bolterandchainsword.com/topic/248195-twc-box-missing-parts/ Share on other sites More sharing options...
Forté Posted March 3, 2012 Share Posted March 3, 2012 You should be fully entitled to a refund or exchange as its a manufacturing fault. Link to comment https://bolterandchainsword.com/topic/248195-twc-box-missing-parts/#findComment-3006431 Share on other sites More sharing options...
Wulfebane Posted March 3, 2012 Author Share Posted March 3, 2012 You should be fully entitled to a refund or exchange as its a manufacturing fault. How would I go about doing that? Would it be the burden of the LGS owner to deal with it or myself? I'd rather he not feel like I'm forcing him to get involved since the guy's been pretty decent to me over the years. Also, I should mention I'd already been gluing parts together (and clipped most of the sprues off), so I don't see an exchange, atleast through mail returns, plausible. Link to comment https://bolterandchainsword.com/topic/248195-twc-box-missing-parts/#findComment-3006433 Share on other sites More sharing options...
Forté Posted March 3, 2012 Share Posted March 3, 2012 In know in the UK its the responsibility to of the retailer to supply a replacement. Usually a completely new item. Don't worry about the store owner as GW will have to replace the faulty item for him too as he is a customer of theirs so he won't lose out. When it comes to retail its a case of keeping customers coming back and hopefully being recommended to others. Just read that you've started building already. Best bet is to just have a chat with him. A lot of store hobby owners are hobbiests themselves so understand and I'm sure you won't be the first or last customer who's had a fault with a kit but noticed part way through. Ive seen your posts on here and the way you phrase thing so you'll be fine. It when people start demanding refunds and complaining that you've done something wrong to them or sold them something on purpose that people in retail get annoyed. Genuine returns are just one of those things that happen. Link to comment https://bolterandchainsword.com/topic/248195-twc-box-missing-parts/#findComment-3006443 Share on other sites More sharing options...
hendrik Posted March 3, 2012 Share Posted March 3, 2012 the main problem is you already clipped off other items. what you should have done is made pictures of the sprue immediatly and used these as evidence Link to comment https://bolterandchainsword.com/topic/248195-twc-box-missing-parts/#findComment-3006452 Share on other sites More sharing options...
TopToffee Posted March 3, 2012 Share Posted March 3, 2012 It shouldn't be a problem. Take the whole kit in (even half assembled), and offer it back to them, in exchange for a new kit. I've done that at a GW store before, and they've given me a new box, and let me keep the faulty one. Whether that would be the same at a LGS, I don't know - they may have to return the faulty product to GW. Link to comment https://bolterandchainsword.com/topic/248195-twc-box-missing-parts/#findComment-3006457 Share on other sites More sharing options...
Dewi Sant Posted March 3, 2012 Share Posted March 3, 2012 I have had this problem with both GW and FW kits in the past. Fire them an email and take pictures. There coustomer service is second to non. On both occasions they just sent out the missing parts. Link to comment https://bolterandchainsword.com/topic/248195-twc-box-missing-parts/#findComment-3006501 Share on other sites More sharing options...
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