This is the 2nd time GW has delivered over the top customer service to me.
Back in December I ordered the Laketown Set about .3 seconds after I got the email that they were in stock. Order went through, got confirmation email, good to go. They sold out that day.
A month goes by and no movement on my order. I gave it extra time for the holidays. After the new year, still no movement so I call their customer service. Seems they over sold or something and had no stock to fulfill my order.
The rep told me they had more due in later that week, so I was about to say I'll wait, but he said he would refund me my money and send my a set for free!!! That ladies and gentlemen, is customer service.
So what did I do with my new "found" money? Buy another set of the Laketown Buildings and the multipack set of Ruins of Osgiliath.
The first time happened about 5 years ago. I bought the model Dreadstone Blight, from a local store. As I was putting it together I realized a sprue was missing. So I called GW to see about getting a replacement sprue. They took all my info and said they would send it right out. About 3 days later I get my package, a complete new tower.
Xin/Jeff