[FINAL UPDATE 6/11:
A response from GW states that they "do not believe the brushes to be defective" and are "unable to assist further". If the pictures below are what GW considers "not defective" it's safe to say you're unlikely to get a reliable brush that will last long enough to justify the expense. There are more reliable, affordable alternatives elsewhere.
GW is not the only game in town, so to speak. Other companies offer better value. Continue to support your local stores, because GW doesn't seem interested in doing that, either.]
You may have seen the post about my previous experience with Citadel brushes , but to recap, it was truly awful. The last two brushes I had failed within the span of painting two models!
Needless to say, those brushes could not possibly have been worse. But I figured there was a slight possibility that maybe Games Workshop learned from their last attempt and perhaps made an improved line of brushes.
I selected four brushes that represent the type I use when Kolinsky brushes would not be a good choice (washes, metallics, contrast, varnish etc). I got a Medium Shade Brush, a Medium Base Brush, a Small Base brush and a Small Shade brush. I took care in the store to make sure that each of the brushes had a good point initially, and running them over the back of my hand did not alter that.
Generally I'm satisfied with the previous M Shade brush made of natural bristles - they don't last forever but they allow a good flow for washes. The new M Shade brush is not as good - the wash doesn't flow as well from the synthetic bristles and the bristles have too much snap to permit easy use for its purpose.
Verdict: Inferior to previous version.
The M Base brush has been used to basecoat a couple of models. It's done acceptably well for that purpose and there's no sign of the point splitting yet as tends to happen with the previous natural-bristle M Base. But I haven't yet used it on enough models to determine how long it will last.
Verdict: Lifespan remains to be seen. Currently acceptable for purpose but no better than the prior iteration.
Now we come to the small Layer and Base brushes. After a few models (midway through a squad of 1/48 Spetsnaz), the points looked like this:
One of the things you may have noticed is the discoloration around the ferrule. Normally people will say "You're letting paint get up in there and that's why the points are ruined". Remember, however, that this happened midway through painting three models!
I don't paint straight from the pot and at no point did I dip the brushes in that far. What happens is that these new synthetic fibers wick the paint up into the ferrule even if you are careful. Before I took these photos I gave the brushes a thorough cleaning with Masters brush soap and then I tried to apply a point and let the clean lather dry. After rinsing them later in the day, that's what they looked like.
Here's a closer look at the tip of the brush on the left:
"Abominable" would not be too strong a word for this. This brush isn't suitable for anything - not even applying glue to a base. A small brush that cannot retain a point is a dead brush. I've trimmed down some of my natural brushes that have gone bad to make stipple brushes, but these bristles wouldn't even be useful in that role.
Verdict: ABSOLUTELY unacceptable.
So I wrote a polite email to Games Workshop customer service, including these photos and explaining how each of the four of them failed within one session of use, and explained my experience with proper brush care so as to make it clear that these brushes were not the result of abuse or improper use. I specifically requested that the remedy should not be to simply replace the brushes as I had no confidence that the replacements would be any better. They insisted that this was the only possible recourse, so I relented and gave them a second chance to make things right.
Well, gentle readers, the replacement brushes arrived today. I haven't even opened the bag and here's what they look like:
You'll notice that the STC brushes do not have protectors over the tips, and they didn't even come loose in the bag - they're simply not even there. But let's have a closer look at these unused brushes:
You'll notice the point on the Small Layer brush looks exactly like the original one - already errant bristles make it an unsuitable brush. As for the Small Base brush? One of the things GW was crowing about is that the tips on the new brushes wouldn't curl from use. That's only true in the strictest sense, because the tip has curled before the first use!
I have sent another email to GW customer service with these photos, and insisted that this time a replacement was not a remedy I was willing to accept. We shall see what they say.
I have sent another email to GW customer service with these photos, and insisted that this time a replacement was not a remedy I was willing to accept. We shall see what they say.
Here's a simple fact: When it comes to hobby supplies, there is NOTHING that GW sells that cannot be obtained with comparable quality for less money elsewhere (for instance hobby saws, drills and tweezers), or more volume for the same price (for instance, texture paint, crackle medium, or matte medium) or for even better quality for the same price. I can't think of a single Citadel color that doesn't have an analogue in another paint line. Army Painter colors can be hit or miss when it comes to consistency but they will generally have the colors you need, but more importantly, Vallejo has them beat in every regard. The Game Color line is just as extensive and more faithful to the original Citadel line, and they come in dropper bottles rather than pots with flimsy lids designed to dry out your paint so you buy more. And Vallejo gives you more for a lower price! And with the prevalence of online shopping, availability isn't even an issue any longer. I can get the hobby supplies I need from the comfort of my desk chair, if they can't be found locally.
When it comes to brushes, you can find a wider selection, with better quality, for the same price at any art supply or craft store. You'll find reputable brands used by professional artists for the same cost as a crappy Citadel brush. Spend your money wisely and simply AVOID GW HOBBY SUPPLIES ENTIRELY.
FINAL VERDICT: These brushes SUCK. Inexcusably and completely. NOT WORTH YOUR HARD-EARNED HOBBY DOLLARS. AVOID AT ALL COSTS!
UPDATE 06/08:
Games Workshop Customer Service has responded with the following:
"I am sorry to hear that you have received brushes in unsatisfactory condition, I have escalated this feedback to the relevant department to look into, as this feedback can help us to improve on products and services.
In relation to the issue, unfortunately we are unable to do anything other than issue the replacement brushes which has been done. If you would like to obtain a refund for these items, I would advise to contact the store that you placed the order with, as they will need to speak with us directly and provide you with a refund for the product."
This sounds to me like they are saying "It doesn't matter if we replaced your defective product with poorly packed defective product, we've done our part." I'm not seeing how this is going to "improve their products and services" if they can't even improve their service and product for one customer.
GW expects my FLGS owner to eat the loss on these brushes because it's clear they aren't going to refund the money one way or another. They're sure not going to credit him the MSRP if they do.
I have been a Games Workshop customer before 40K even existed (does anyone remember Golden Heroes?) but at this point I'm through with GW entirely. For the cost of two brushes, they've lost a lifelong customer and hundreds of dollars of my annual hobby spending. They didn't even care enough to make sure the replacements were suitable and properly packed, and their response sounds like they don't care to take any further measures to ensure my satisfaction.
Does this sound like a company that's deserving of your patronage? If this is how they handle two lousy brushes, what will they do if you have an issue?
My previous verdict was "Avoid GW brushes" but I guess what I mean to say is "Avoid GW ENTIRELY"!
