Quality control, when do you ask for replacement parts?

[Rx21]

Hey all,
I recently received a storm strider for my birthday, and I was dismayed when I opened it up to some pretty poor casting. Now don't get me wrong, I've had a lot of great experiences with PP over the past few years, both with models straight out of the box as well as with their customer service. This experience got me thinking, and I thought I would ask the forums: When do you feel that a replacement part is necessary?

For me, I feel that if I have to re-sculpt something, a replacement part is in order. Now gap filling or touch-ups are one thing, but if I have to remake detail or fix some major issues, then I contact PP. What about everyone else?

[PG_Crump]

Whenver pieces are missing or the pieces are messed up to the point where I can't easily assemble the model.

A few examples of when I have called:

Bought a Pureblood Warpwolf, it came with a Feral Warpwolf instead.
Bought a Circle Battle Engine, all of the balls were warped and shaped like eggs.
Bought a unit of Stormblades, 3 of which were missing the shields.

PP has been very good at getting me the stuff I need in a timely manner. In less than a week, sometimes 1-2 days.

Thanks PP for all of your great support.

[Tyr852]

Same as you Rx , if it's not with in reason of being 100% complete I ask for a replacement as there is no reason to not get what you paid for. Privateer press is awesome with the replacement policy as well so all the more reason to replace rather then tough it out.

[nonperson]

Yup as other have stated, missing parts or major miscasts etc contact them and they'll straiten it out. Sometimes it takes them a while to process the requests but they get it done quickly enough. IMO even if your not 100% sure you can submit a ticket/request and let them decide *shrug*

They even replaced a few paint pots I thought I'd receive but didn't after buying two of the faction color box sets. There website was incorrect on what they contained as was the online store I'd purchased them from. Suffice to say they were very helpful and got me the expected paint pots, they even promptly fixed their website's info the following day.

I do wish their QC was a tad better, but at least their excellent parts replacement team helps make up for that deficiency somewhat.

[Rx21]

Good replies so far!

I agree with all of you guys. PP has always treated me right with their customer service. While I try to not put in a request if I don't feel it is necessary, I do agree with Tyr852, you do need to get what you paid for, and if the product that you get isn't that, I'm sure PP would always be happy to help.

[niceas]

Missing/wrong parts, or as I have experienced a couple times recently, broken parts which cannot be repaired (Nial and a Tharn bloodweaver snapped at the ankle)

To be honest, I havent had a miscast issue, so I can't speak to that.

The closest I have come to that was a miscast bow on my wife's Anyssa Ryval (sp?), but that was a situation where the bow couldn't even be attached.

[Domoto]

I myself have only done it for missing/wrong parts or cards.

I had a Unit of Houseguard Halberdiers come with the card for Sentintels, I had a Destor Thane come with a half a Destor Horse, and more recently I had Gorten come with MK1 Cards. All the replacements were handled without problem (The Gorten was very delayed, although it's due to being backed up I was told, was happy I at least got an answer).

I feel if the piece cannot be assembled correctly without heavy, heavy work then definitely a replacement is in order.

[Crate123]

When it comes to stuff that is missing, I ask for a replacement if I cant fix it satisfyingly by rummaging through my bits box. When it comes to miss cast, I agree that if you have to start crafting stuff then its time to ask for a replacement part. Ofcourse this is just me and I dont feel bad if anyone orders a replacement if its missing no matter how trivial or if its misscast beyond a simply file job.
For me its more a matter of convinience and if I can fix it myself then I will rather than wait for an unknown length of time for my replacement.

[juckto]

I had a warcaster model with a 1mm wide split around his waist. Still intact, but i got it replaced.

On the other hand I've had trooper models with swords bent 90° which i haven't replaced, even though straightening it weakened it considerably.

[Drzombieface]

The only time I ever had to request a replacement was when I bought my Bloodgorgers. One of the troopers in a blister was miscast so badly that from the waist down, he was a puddle of pewter.


I got my replacement BG body in the mail, and I dubbed the old BG "Puddles".


Thankfully I haven't needed to order any other replacements, yet. I must be one of the lucky ones.

[Leprousy]

I'm impatient, and pretty good with putty. My last miscast was a man huntress. I quickly discovered her right foot was missing. After cursing and swearing because I wanted to paint her I sculpted a new foot. A month later she won for her painting category at a con...
h
If I'm full out missing pieces I ask for replacements.. Dragocame with seven missing pieces and two left legs. Someone had a bad dy packaging that. I had the new pieces within a week.

[lifelesspoet]

Quality control has a pretty low bar but the parts portal is the best i've seen. Everytime I place a 100 dollar order I end up using the parts replacement.

Things I have asked replaced and never had issues with:
mk1 cards
miscast part
wrong bases
broken pieces(I suggest putting foam in the metal unit boxes at least)
wrong parts
missing parts


The replacements are well packed and arrive promptly. Aside from making a great game, this is what I most praise about PP.

[PG_Devilsquid]

When i get models, I accept that there's going to be some work needed to get them to my standards. Filing, green stuff, trimming, etc. But if i get a model, and a piece is unsalvageable, or just broken, I'll ring it in to PP.

(of course, if it's missing too)

[Jables]

Drago came with seven missing pieces and two left legs. Someone had a bad dy packaging that. I had the new pieces within a week.

That is hilarious.

I ask for replacements if a piece is missing or if something is miscast and I can't patch it with my horrendous putty skills.

Worst mispacks have been Withershadow Combine with two Tremulus' instead of Admonia and a box of Bloodweavers that was only two thirds of a box of Bloodweavers.

Oh, and I once got a Stormclad that looked like Swiss cheese. I hope they chucked the mold that produced that abomination.

[azrael71]

The replacement service that PP provide is OUTSTANDING.
Both US & EU, keep up the fantastic work.

[PG_The Captain]

In case of a miscast, I look at it and ask myself: will it look like it should if I try to fix it myself? Misaligned mold halves are the worst and can rarely be saved with file and putty. Similarly, missing details are something I'd rather not have to fix by myself, especially if they're on parts of the model that is likely to get handled, such as arms and shoulders.

But if I'm convinced that hard work can produce a good-as-new result, or that the miscast is in an inconspicuous part of the model that is likely to be covered by other bits of the model, I tend not to ask for a replacement.

Molds are subject to wearing out over time, and it's not unlikely that the occasional bad batch of parts gets into packing before the mold is replaced. EU Frontdesk actually confirmed my suspicion when I asked for replacement part for Beast-09's fist shortly after the model was released - the model had turned out to be so popular that the mold had broken sooner than one should expect. Similarly, seven out of 12 Exemplar shoulder pads in one box had lost much of their detail and looked like someone had chewed the edges, so quite likely the mold had reached the end of its road there, too.

I really think Adam (US) and Steve (EU) are the most important people working for PP to keep their customers happy and loyal.

[MagnustheJust]

If the model is either broken, not the right model, miscast, or missing pieces, then I send in for it to be fixed. As a matter of fact, I just recently had a miscast taken care of :



Poor little guy was short enough to begin with!!

But he is all better now!!


Privateer's customer service is one of, if not the best I have ever seen and dealt with in any industry.