alan2525

As far as customer service - getting any form of reply to a customers Email enquiry is a bonus! Sounds like they are a company which actually value customer satisfaction! **Suprised Look**

There aren't too many of those around now days! I once bought a part for my mountain bike and the guy in the shop sold me the wrong size for the seatpost, I went back again quite happily and told to the same guy that it wasn't the size I'd asked for and I needed to change it for the right one, He then said he couldn't accept the return as there was nothing wrong with it. Had to have a discussion about it being the wrong size before he finally gave me my money back.

I think it's probably best avoiding arguments with customers - anyhow I never went back there again and it closed down a little while later! What happened to those shops where you could go in and there would always be a few people in there having a chat with the shop keeper and browsing the stuff on sale...I guess they all closed down - the people in there probably never bought anything! :P

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Bunkerbarge

I'm hearing stories nowadays about people who go into our last few remaining model shops, browse around and ask all the questions, look at the models and compare them, then go home and buy what they want on line.

I can only say we get what we deserve

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“Dirty British coaster with a salt-caked smoke stack, Butting through the Channel in the mad March days"

GEEDUBBYA

Howdy Alan & Bunker,

Well, first in regards to Alans post I will say this. Having dealt with Fujimi and ModelCraft over warped, missing or defective parts, I can say that these companies have all "stepped up to the plate" concerning problems I had with their products and resolved them satisfactorily.
But, and I will believe this to my dying day, the only reason the resolutions came so quickly was the members of this forum and the fact that I had mentioned to each manufacturer that I was a member here and that this forum boasts several thousand members world wide and the fact that i would be documenting my correspondence with them...here.
So whether ya'll realize it or not, the members here are alot more powerful than you might think. I would suggest that anytime a member has a problem with a kit and contacts a manufacturer, they should inform the manufacturer that they belong to this forum and give the web address and tell them that it will be documented here.
As for searching the store then buying online, I know this happens and is a major factor in why there arent many "mom and pop" hobby shops around anymore.

Ok, here is the latest communication from testors which I recieved today:

************************************************** *****

Dear Mr. Worsham,
I have placed your replacement parts order, and I forwarded your email
to quality control and they are already on the situation. So I thank
you
for your patience and for taking the time to write us about this
problem!


Best Regards,
Christie Van Hulle
Testors Customer Service

************************************************** *****

So they are ontop of the situation at the factory apparently. I will inform ya'll of any new developements or the arrival of the parts. We'll see how speedy they ship.

have a good day,

Greg

jspitza

That's great news, Greg!!! Make sure to post the kit once completed-I want to see the walmart primer job in action

GEEDUBBYA

Howdy Jeff,

well i plan on making the gates learjet a military version which is the C-21 so you might not get to see the primer this time around, but i am sure you will see it soon with one of the other models i am working on.

C-21 USAF:



have a good day,

greg

jspitza

ok, will do. Perhaps you could post a pic of priming once available since it now seems to be of great interest to me!!

GEEDUBBYA

:grinb all2:

Howdy Guys and Gals,

Just wanted to provide some closure on this thread. I recieved both halves of the "Gates Learjet" fuselage, the parts that were warped and mishapen, today in the mail.
One week ago tomorrow (tuesday) was when i bought the model so I think that six days to get replacement parts is outstanding. I applaud Ms. Christie Van Hulle on her handling of this matter in such a timely manner. My hats off to the "testors corp." also for hiring such a high standard of employee.
Below is my letter to Ms. Van Hulle informing her of the reciept of the parts:

************************************************** ******

Hello Ms. Van Hulle,

I wanted to let you know that the replacement parts you had promised were recieved by my self this afternoon Monday, Jan. 28th, 2008.
I also wanted to compliment you on your handling of this matter. It is not often that you find a company with people who will take the time to ensure a satisfied customer in the timely manner that you did.
You have made me one very happy customer, thank you again.


Have a good day,

Greg Worsham

************************************************** ******


And here is the "contact page" for testors: The Testor Corporation


Have a good days guys and gals and thanks again for all of your words of support.


Greg aka GW

Bluewavestudios

Nice to see a positive result there Greg, Speaks bucket loads for the company and I do hope they see the posts on here too.

Nice to see a big company taking care of their customers, that sort of service is always appreciated and goes a long way for them too.

Well done Testors.

Regards........Mark

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I'm Only Here Coz I'm Not All There !!!

wonwinglo

It is very unfortunate that this sort of thing happens,sadly today there is very little if any inspection procedure on kits,it is cheaper for the manufacturers to replace parts/products rather than employ real live people to check every batch of parts coming off the line.
What bugs me are the large numbers of badly warped parts being placed into the boxes,dropping molten plastic into large stillages that have not been properly cooled in order to speed up production is simply not acceptable,machines should be adjusted to compensate for the cooling rate of the plastic otherwise these reject components will keep getting through the net.
Well done Greg,nicely laid out letter,to the point and polite.
I hope that Testors will keep you happy and come up with the goods in good order.

__________________
'And there I was oil on my goggles from a broken pipe,then I looked at the altimeter,all I could see was the makers name !'
www.wonwinglo.scale-models.net/

tigertc

Are Testors kits available in the UK?. I went to my local model shop last week and didnt see any, just walls and walls full of Airfix, Revell and Tamiya.