"Warlord games customer service" Topic

Exceptional after sales service this week- a couple of parts were missing from a pack of jeeps I got for Christmas, phoned Warlord and they had them in the post forthwith. I moan like mad when service is n't good, so it's nice (and only fair) to say something when it is. Cheers guys.

A very satisfied customer here in the States too.

Yep, definitely +1 for Warlord customer service!

My wife got the wrong track with her M-10, they replied to her emails very quickly and got the missing track in the mail
within a day or two. Good service!

Yup, similar experience. My kubelwagen was missing a door. I asked if they could just insert it in my next order, and voila. Well done.

D6 Junkie – always reassuring to hear of wargaming wives; I was beginning to think I was married to the only one – though we did hear there's a lady in the US who has an even bigger collection of 28mm Confederates than my better half.

We were v happy with the customer service.

I've actually had them send TWO sets of replacement parts on accident for missing metal pieces from the Rangers Lead The Way box. Lots of extra stowage for my jeeps now!

Both times they included decals that weren't even in the original boxed set.

I've only ordered once but the service was excellent and I got my item within 48 hours.

I got extras when they left out a weapon sprue. Not just random stuff. Panzerfaust package. Something I could use.

When they had the half off sprues I had several orders as I could not resist. Did the same as MacSparty and asked to save on shipping and put in my next box. Sent me two Panzer Nest for really no inconvenience. Wasn't mad or anything but made me feel like I mattered.

Thanks Warlord for being awesome!!!

Jonathan H.

I had my last order in one week. Not too shabby going across the pond.

And their Plastic T-34 76 is now up for pre-orders.

Warlord has a great record of fixing problems, and fast postage.

What they have a terrible record of is initial problems and quality control in the first place: missing parts, wrong parts (like two left tracks), broken parts (US Airborne are notorious for this – brittle metal castings), and poor packaging that results in missing or broken parts.

If they fixed things the first time, they wouldn't have to worry about the second part.

I agree excellent customer service. I had to left tracks on my Cromwell and got replacements oversees inside a week.

However, Halifax is right. I also had a pack of Germans missing their bases. I didn't bother asking for replacements as I use metal washers anyway.

Right First Time training and implementation may be worth the extra investment. Great customer service satisfies me anyway, but it has to be costing them money, though I assume they analyzed the cost and risk benefits of it.

I too can only compliment them on their service. A while back after the release of BA the dice sets I bought from them cracked and they replaced them at not extra cost.

They've been excellent for me. I had a damaged piece in a purchase recently and they replaced it very quickly; they were prompt and friendly every step of the way.

Same here. I have made 31 orders through Warlord in the past 18 months (yeah, I felt a little sick after I counted) and have had a handful of broken rifles/missing heads/miscast part, and they've always taken care of any problem. The great thing is they are all members on the BA facebook page too, and the staff interact directly with everyone, answering questions etc.

I am just wondering if these broken parts or some of them , is the fault of the post office chucking parcels about during the despatch and delivery process.

I tend to buy mine at the local stockist and not seen these problems .

@mysteron – most definitely, especially when I order over the Atlantic, entrusting two postal systems to the care and delivery of my precious metal figures! :)

I bought a couple of cans of spray undercoat, one of which was missing the nozzle?? Sent them an email with a photo of the can, fair play they sent a replacement in a day or so – very good :-)

Thanks for the kind words, guys…

Things have been very busy at Warlord HQ over the past months – with orders piling-in, and then piling back out again!

Over the past year-or-so, we've worked really hard to improve our service – we've reduced the average Mail Order turnaround times from around 10 working days down to 2-or-3 – which has been a huge undertaking, but an extremely rewarding one!

I've personally been tackling Customer Service for the past 6-months or so, and again – we've been working hard to review our processes and improve wherever we can…

We've seen such growth that I'm now in the process of handing-over the Customer Service reigns… but don't panic – we've got a couple of fantastic new faces coming-in – and I'll still be keeping a close eye (and cracking the whip!) to ensure that we maintain (and improve!) our standards yet again… and we'll be regularly reviewing our procedures to ensure that we keep you folks happy!

Rich

I have had good service as well and am all the way over in Australia so well done WG!
cheers

Without getting into the details I too have had excellent service from Warlord Games and i'm in South Africa!