Kastor Krieg Posted June 27, 2019 Share Posted June 27, 2019 Bad experience with Forgeworld Customer Service, yet again. This time I've purchased a 2019 Blood Bowl Minotaur, to be a center piece "not-Goliath Zerker" of my Goat-liath project for Necromunda. A deep shift of, at some spots even 1-2 mm, runs across the whole model, both sides are misaligned. This not only affects the geometry of the muscles, edges of the armour and detail, but also shifts both halves of the model from each other by that amount. This makes simple clean-up not feasible, as cutting down the difference on both sides would leave the model misshapen.FW have replied to my supplier "that's a simple mold line clean up, you need to take care of this". I wrote them myself and even called - they told me straight up they're not replacing it because it's "not an issue" and "it's just a mold line, it doesn't affect the details" even when I expressly told them that it did. I was told that I can send it back and get a refund, but they won't be replacing the model.Very unhappy with the service, especially for these "boutique" prices. imgur.com/a/oP3t6HN Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/ Share on other sites More sharing options...
Marshal Rohr Posted June 27, 2019 Share Posted June 27, 2019 Bad experience with Forgeworld Customer Service, yet again. This time I've purchased a 2019 Blood Bowl Minotaur, to be a center piece "not-Goliath Zerker" of my Goat-liath project for Necromunda. A deep shift of, at some spots even 1-2 mm, runs across the whole model, both sides are misaligned. This not only affects the geometry of the muscles, edges of the armour and detail, but also shifts both halves of the model from each other by that amount. This makes simple clean-up not feasible, as cutting down the difference on both sides would leave the model misshapen. FW have replied to my supplier "that's a simple mold line clean up, you need to take care of this". I wrote them myself and even called - they told me straight up they're not replacing it because it's "not an issue" and "it's just a mold line, it doesn't affect the details" even when I expressly told them that it did. I was told that I can send it back and get a refund, but they won't be replacing the model. Very unhappy with the service, especially for these "boutique" prices. imgur.com/a/oP3t6HN Weird, they replaced a terminator praetor with the exact same issue without anything more than my receipt and pics. Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338135 Share on other sites More sharing options...
Brother Casman Posted June 27, 2019 Share Posted June 27, 2019 Krieg, I've split your discussion into it's own topic since the previous one was over a year old, just FYI. Shame about the service, or lack thereof. Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338136 Share on other sites More sharing options...
Toomanyprojects Posted June 27, 2019 Share Posted June 27, 2019 That does seem out of character for them, they’ve always been utterly superb for me. Even threw in a Gatling cannon that was going spare from the eavy metal team when I bought a chaos knight Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338146 Share on other sites More sharing options...
Panzer Posted June 27, 2019 Share Posted June 27, 2019 Maybe you got just bad luck with a rather unpleasent employee there? I'd try to go to a local store and get the replacement through them. Maybe they'll listen to a store manage if not to you. Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338150 Share on other sites More sharing options...
Kastor Krieg Posted June 27, 2019 Author Share Posted June 27, 2019 Maybe you got just bad luck with a rather unpleasent employee there? I'd try to go to a local store and get the replacement through them. Maybe they'll listen to a store manage if not to you. My supplier (they're not local, but they're a store) got the first refusal from them. That's why I wrote them and called them myself and heard the exact same ambull crap. To quote what they told the store owner: Thanks for the email and for sending over the images. After inspecting them in more detail this seems to be a simple mould line that needs cleaning up. The mould line does not look as though it has shifted or distorted any details on the model. If you take your time and use a sharp hobby knife you should be able to remove this mould line without effecting the model. The person I spoke with on the phone was just as dismissive, same attitude, same argument. Outright told me "we will not be replacing this, this does not affect details, it's all flat surfaces, you can scrape it off" even though the pictures clearly show the damage on muscle detail. My own email didn't get a reply yet, but since I asked the guy on the phone to look at it, it's probably been binned already. I can't really afford international calls over and over from my cell phone to try and maybe get a more reasonable rep on the line by chance :/ Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338156 Share on other sites More sharing options...
Atia Posted June 27, 2019 Share Posted June 27, 2019 Did you write them an email and send some pictures of it? Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338157 Share on other sites More sharing options...
Kastor Krieg Posted June 27, 2019 Author Share Posted June 27, 2019 Yep. The same pictures as in the first post link. The guy on the phone was looking at the email and the images. Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338163 Share on other sites More sharing options...
Panzer Posted June 27, 2019 Share Posted June 27, 2019 Wow that's just ridiculous. Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338170 Share on other sites More sharing options...
Slasher956 Posted June 27, 2019 Share Posted June 27, 2019 Difference between a gamer and a modeller showing here... As a GAMER 1st & 2nd with the modelling aspect a long distant 3rd I can see what they are saying about it being just mould lines and can be scrapped off/ smoothed down. The legs are (in my view) the worst affected... However as you have said its to be a centre piece model, and at the price you are paying for it why are you having to spend the time smoothing down the ridge and then no down having to build up any divots? Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338172 Share on other sites More sharing options...
Kastor Krieg Posted June 27, 2019 Author Share Posted June 27, 2019 Difference between a gamer and a modeller showing here... As a GAMER 1st & 2nd with the modelling aspect a long distant 3rd I can see what they are saying about it being just mould lines and can be scrapped off/ smoothed down. The legs are (in my view) the worst affected... However as you have said its to be a centre piece model, and at the price you are paying for it why are you having to spend the time smoothing down the ridge and then no down having to build up any divots? There's a third aspect, this was originally supposed to be a part of a commission piece, but seeing the quality of the cast, the customer backed out and left me with the model as part of the nonrefundable advance payment. I'm already a lot of money in the back because of that and now I can't even use it properly for my own purposes after I've unpacked it. So, yeah, very happy with FW "quality resin models" and their Customer "service". Yeeesh. Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338174 Share on other sites More sharing options...
Marshal Loss Posted June 27, 2019 Share Posted June 27, 2019 They have been very hit and miss for me over the last few years, one employee in particular; that along with their price hikes for Australians is why I no longer buy from them. Hope you get your replacement because that's simply unacceptable. Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338179 Share on other sites More sharing options...
PeteySödes Posted June 27, 2019 Share Posted June 27, 2019 Sorry to hear about your trouble. They always had great CS anytime my friends or I had issues. It's why ive never really had issue ordering from them. It really is a warning though for companies as even just reading this one account I feel less certain about a large purchase i was planning to make this year. I hope they come to their senses. Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338194 Share on other sites More sharing options...
Kastor Krieg Posted June 27, 2019 Author Share Posted June 27, 2019 Sorry to hear about your trouble. They always had great CS anytime my friends or I had issues. It's why ive never really had issue ordering from them. It really is a warning though for companies as even just reading this one account I feel less certain about a large purchase i was planning to make this year. I hope they come to their senses. At least their customer service has been (mostly) praised in the last years, but I know for sure I'll never order a large mechanical sculpt from them (like a vehicle, flyer, etc.), because I've read too many horror stories about warped walls and shifted molds which make a vehicle completely useless. How people can buy Titans from them for the money is beyond me. Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338201 Share on other sites More sharing options...
PeteySödes Posted June 27, 2019 Share Posted June 27, 2019 Sorry to hear about your trouble. They always had great CS anytime my friends or I had issues. It's why ive never really had issue ordering from them. It really is a warning though for companies as even just reading this one account I feel less certain about a large purchase i was planning to make this year. I hope they come to their senses. At least their customer service has been (mostly) praised in the last years, but I know for sure I'll never order a large mechanical sculpt from them (like a vehicle, flyer, etc.), because I've read too many horror stories about warped walls and shifted molds which make a vehicle completely useless. How people can buy Titans from them for the money is beyond me. Yea thats what i mean. I'm planning to do a bucket list Thunderhawk this winter but am already nervous about getting a bad part. Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338204 Share on other sites More sharing options...
NovemberIX Posted June 27, 2019 Share Posted June 27, 2019 I'm gonna suggest getting a google number for a bit, using that to call them up and see if you can get someone who is a bit more understanding. I do wonder though if they're being weird and titchy because there's a 3rd party vendor involved, and they're being defensive because they assume some sort of chicanery is going on. I mean lets be honest, the only thing FW has over aftermarket boutiques or eastern hemisphere recasters is customer service. Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338206 Share on other sites More sharing options...
Marshal Rohr Posted June 27, 2019 Share Posted June 27, 2019 Krieg, it sounds like that specific guy or girl might be a problem, since others are reporting the hit or miss nature. Maybe a post or two on their facebook can get the issue resolved. Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338208 Share on other sites More sharing options...
gilt_imp Posted June 27, 2019 Share Posted June 27, 2019 I feel for you. Having been through similar things with FW I was forced to accept a while ago that I will never be using them again. It's a real shame their service dept chose to deal with you the way they did. In my own few cases I still have never received any reply or acknowledgement from them whatsoever. This was in regards to missing parts, damaged parts and a duplicate part which is useless as it is designed/curved to only fit on the one side of the kit. I've even had a huge kit get sent to the wrong country altogether, apparently I live in a town that has the same name as a city overseas, and they just sent it there instead. That was weird and even though FW didn't communicate with me, the courier service in that country did, emailing me and they even phoned me to sort it out. Everytime in the last year I hear more random stories of FW poor service and wish there was a way we could warn people or at least make them aware of the possibilities of what might happen when placing an order. It's beginning to feel like a lottery. Good luck with what you have to do to fix your kit up to make it useable. Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338209 Share on other sites More sharing options...
Gederas Posted June 27, 2019 Share Posted June 27, 2019 I'm gonna suggest getting a google number for a bit, using that to call them up and see if you can get someone who is a bit more understanding. I do wonder though if they're being weird and titchy because there's a 3rd party vendor involved, and they're being defensive because they assume some sort of chicanery is going on. I mean lets be honest, the only thing FW has over aftermarket boutiques or eastern hemisphere recasters is customer service. This. This. This. It's because there's a 3rd party vendor involved. As soon as there's a 3rd party vendor, Forge World is looking at it from an angle of "is this legit?" from what I've seen. Hell, I've seen someone basically get blacklisted by Forge World because he bought a Magnus the Red model from someone, the other guy lost the instructions, and he continually asked Forge World for instructions for it (dude even gave Forge World the order number from the guy he bought it from). I mean, I've had nothing but good things when it comes to their customer service, but then again, I've bought everything directly from them, without a 3rd party involved (after the first debacle involving an order with FW and a 3rd party, I'm not doing that again). Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338214 Share on other sites More sharing options...
happyslugger Posted June 27, 2019 Share Posted June 27, 2019 I have a fair few FW models mainly contemptors, leviathans a sicaran and a relic laser destroyer....they have all had issues with them. Sicaran was warped badly, laser destroyer armour took ages to get onto the rhino chasis and storm cannons are always bent outta shape LOL. To be honest I have seen models from not forgeworld and some of them you would be hard pressed to tell the difference. Are FW worth the extra premium, probably not. Doesn't stop me buying from them...I just know something, somewhere with the model will be awful. I wouldn't buy a massive tank or resin knight from them...I would just be banging my head against a wall constantly based on my personal experience of the FW quality resin. I am UK based though so can always pop it back if needed and have a day out whilst I am at it, and I have only ever purchased from the store at WHW Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338223 Share on other sites More sharing options...
Robbienw Posted June 27, 2019 Share Posted June 27, 2019 Return for a refund I reckon. Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338248 Share on other sites More sharing options...
Brother-Chaplain Kage Posted June 27, 2019 Share Posted June 27, 2019 I looked at the pictures and honestly, it doesn't seem that bad to me. I don't see anything on the flesh that couldn't be easily scraped, filed, or sanded to blend it away into the surrounding area. Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338249 Share on other sites More sharing options...
Panzer Posted June 27, 2019 Share Posted June 27, 2019 I looked at the pictures and honestly, it doesn't seem that bad to me. I don't see anything on the flesh that couldn't be easily scraped, filed, or sanded to blend it away into the surrounding area. Now that there's a link and I looked at it as well I have to agree. Doesn't look that unusual to me so I can understand why FW gave that response. Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338263 Share on other sites More sharing options...
BLACK BLΠFLY Posted June 27, 2019 Share Posted June 27, 2019 Looks like a mold line to me tbh . Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338266 Share on other sites More sharing options...
Gederas Posted June 27, 2019 Share Posted June 27, 2019 I looked at the pictures and honestly, it doesn't seem that bad to me. I don't see anything on the flesh that couldn't be easily scraped, filed, or sanded to blend it away into the surrounding area. Now that there's a link and I looked at it as well I have to agree. Doesn't look that unusual to me so I can understand why FW gave that response. Okay, now that I looked at it..... That's almost the exact same mould line I had on my Blood Bowl Mutated Chaos Minotaur. I cleaned it up without any problems. Link to comment https://bolterandchainsword.com/topic/356837-bad-experience-with-forge-world-customer-service/#findComment-5338287 Share on other sites More sharing options...
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