Monday, November 14, 2011

Game Workshop's customer service

One of the things I've always liked about Games Workshop is their level of customer service; as someone (I think it was Dan) pointed out they get a lot of their custom from word of mouth rather than scattershot advertising.

I ordered some of their Print on Demand books from the Black Library back in May; now the thing with PoD books is they tend to take a while to be delivered and are often packaged separately. So the books came and I was happy.

I'm now re-reading the Horus Heresy set and during Flight of the Eisenstein looked up some background reference on one of the protagonists. This led to a memory that there had been some books in relation to his future. A trip to the Black Library site and I found the book. It seemed familiar and I went to add it to my wishlist so I wouldn't forget it. "But haven't I already done that?" I thought.

I checked and it wasn't there "But I only remove books from the list when I buy them" this led to me checking my order history. Lo and behold it was one of the books I'd ordered back in May. "But I don't recall reading that" I checked amongst all my GW books and then all the others (which took some time) and couldn't find it. I located the original delivery note and discovered it was supposed to have been packaged up with another book which I did have. But I recalled that when that book had arrived it had done so by itself.

I called Black Library; gave them the order number and they'll get another sent out to me no problem.

Seriously six months after the order and they didn't bat an eyelid.

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