03 February 2011

Good job, Games Workshop

I love to rag on GW at the corporate level.  As a consumer, I think some big mistakes have been made there over the past few years.

I also love to tease the red shirts for their dogmatic sales technique, but I've also had a lot of good experiences with the staff at my local GWs (shout out to Vince, Matt, and now Ben at Montreal Eaton's Centre).

Today, though, I had my second great experience dealing with GW customer service on the phone.

See, I collect the White Dwarf.  I've been back collecting it for years, and I need something like 38 of the 260+ issues that have peen printed, and almost all of those are in the first 50.

So this is a big deal to me.

Now, one might think that I would get a subscription to the White Dwarf, but I've never had one.  When I worked for GW I got it free every month for the couple of years I worked there, and otherwise I made a regular trek to the store to buy it.  In December, however, at the prompting of my local GW manager, I coughed up for a subscription (and the Space White Dwarf).

I was anxiously awaiting my first ever issue in the mail.

It arrived.  Unbagged.  With the label stuck on it.  Dog eared and folded.

This was not good.

I called GW, ready to cancel my sub, but the fellow who answered assured me that this wasn't how it was supposed to come, that he'd look into it, and in the meantime he'd ship me a brand new one.

This was good.

The replacement issue arrived in a huge box, well protected and padded, and all was well.  Until this week, when my second ever issue arrived.

Unbagged.  With the label stuck on it.  Dog eared and folded.  With a little tear.

This was not good.

My second call to GW was effortless.  Madison was understanding, helpful, and very pleasant on the phone.  He took my issue seriously, and has arranged for me to pick up a replacement issue at my local GW.  He assured me that he would pass this up the line and that things would get sorted out.  And, if it happened again, he asked me to call back, and he'd look after me.

Thank you, Madison.  Thank you, Games Workshop.

I appreciate it.

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