GEEDUBBYA

Howdy guys and gals,

I purchased an HSO (Hobby Shop Only) TESTORS Model kit#7500 "Gates Learjet" today while in Little Rock, Arkansas after my doctors appointment. I also purchased some aftermarket microscale decals that I planned on using to "customize" this model.
It was my plan to come home after driving 80 miles and begin assembly of this model for posting on this site tonight. Well instead I am posting a thread in the "quick tips" section of the forum on "How to deal with model manufacturers".

Here is the problem, I got home only to find that the two fuselage halves were warped and mishapen, there was "flash" (excess plastic) on all of the parts, this was not what I have come to expect from a large company like TESTORS . So, remembering back to a similar problem I had in 2005 with the "FUJIMI corp.", I visited their website and found their "CONTACT US" Link. Below is the letter I wrote to them:

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LETTER TO TESTORS (WWW.TESTORS.COM) , CONCERNING KIT #7500 GATES LEARJET.

Hello,
I purchased your "Hobby Shop Only" (HSO) model kit #7500 of the Gates Learjet today, Jan. 22nd, 2008 at "The hobbyshack" in jacksonville, Arkansas, approx. 80 miles from my home. At the same time I purchased an aftermarket decal set to "customize" the aircraft.
Upon arriving home, I opened the box only to find that the two fuselage halves were severely warped and mishapen....to the point that the model is unbuildable. I am very dissatisfied with this model.
Not only were the parts warped, but all of the parts in the kit were covered in "flash" or "excess plastic"....I guess quality control was out sick that day. I have somewhere on the order of 300+ model kits here at the house, alot of them are testors, but I must say I have never come across such a poorly manufactured kit in all my 39 years of modelling.
I belong to an online modelling forum, http://www.scale-models.co.uk/ which boasts several THOUSAND members, I personally have over 250 photographs of models i have constructed, posted there on that forum under the username "GEEDUBBYA".
I really like your models for the most part, however, my experience with your company concerning this model will be recorded there for the members to see....bad or good, depending on how this situation is handled.
So, since I have not expressed into words what it is exactly that I am trying to say, I will be straightforward, "Will you rectify this situation with this model kit? I can provide photos if needed.
Thank you in advance for your considerations, I eagerly await your response, please feel free to contact me, if not by phone, then by email or vice versa.

Greg Worsham


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So now the waiting game has begun. No matter what their response, good or bad, I will post it here for all to see.
Their response to me could be their public relations worst nightmare or best selling point since it will be available for view by the 3000+ members of this forum.
The FUJIMI CORP did the right thing and sent replacement parts to me via express mail at no charge to me when I had this problem with them, lets see if TESTORS will do likewise for a customer who has purchased hundreds of their kits in his lifetime.
Now what I plan on doing once I recieve their response (good or bad), is to post the link to their "contact us" page so as that all of you as modellers, can express your opinions of how they handled the situation. This might get them and other model companies to be sure that the "quality control department is covered when someone calls in sick".


So, be looking for this post to appear and reappear as communications between TESTORS CORP. and Myself are passed back and forth and we'll all see how Public relations in a large company works.

And at the conclusion I will post their contact page so anyone that wants to can voice their opinion on the matter.

Have a good day,

Greg

tigertc

PEOPLE POWER!!!!!!.....HOORAH.
(Some guy in China is about to get fired! )

good joB GEEDUB'

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The artist aka GREY WOLF I

Bunkerbarge

Even with a positive outcome it is sad that a model of such a poor standard has made it to the shelves in the first place. This indicates not only a poor manufacturing standard but also very poor quality control.

Lets see what happens!

__________________

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

alan2525

With most of the cost of the actual model kit being the tooling costs for the actual mould, distribution costs etc. It's a shame they can't improve the actual quality control of whats coming out of the moulds every few seconds!

It's so easy for the faulty items to be thrown back in a trolley for being shredded and then can easily be reused and turned into another model kit once it's granulated again!

Lets hope they are swift dealing with the problem, and if they value their customers, who knows - you might even get a free model too!

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jspitza

You go Girl!

GEEDUBBYA

Howdy Guys and gals,

Ok, first thanks for the support and I would like to say straight away that I am only after whats "due" to me. I have always been like that even in automobile accidents, if I am not seriously hurt, I dont try to get more than what is fair and equitable. Even in the modelling industry, I can see where "overcompensation" could bring the cost of modelling up for everyone. So I am really only out to get replacement parts for the parts that are unusable. This may seem like I am giving the company the easy way out, but, I feel its the right thing to do. I can remove flash from parts, it wont be the first time, but the warped and mishapen parts.....short of major surgery such as boiling water and risking burns while I attempt to reform the pieces....well those parts need to be replaced.

Anyway, here is TESTORS reply:

Dear Greg,
I am very sorry that the new kit you purchased was not up to the
quality you expect from Testors. There are a couple options here:
I can replace the parts that are warped or came damaged, I just need a
list of the parts that you need.
You can return the kit to us and we will issue you a merchandise credit
for the retail price of the kit which you can use on any of our current
Testors model kits.
Let me know which way you would like to go so that we can recify the
situation and get you back to modeling.


Best Regards,
Christie Van Hulle
Testors Customer Service

>>> testors 01/23/08 7:58 AM >>>

So, I am off to get a list of any and all parts that are "not up to standards for replacement so I can send them the list. We'll see how well this works.
And again, at the conclusion of this i will post the contact info for the company and if any of you feel like letting them know how you rate their handling of this situation, you will be able to do so.


I'll keep you informed,

Greg

GEEDUBBYA

Howdy again guys and gals,

Ok, here is my reply to Ms. Van Hulle:

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Hello Ms. Van Hulle,

First off I would like to thank you for your prompt reply concerning this matter, it is much appreciated.
I am sitting here with the model instruction sheet in front of me and the parts in question appear to be part #2 (left fuselage half) and the right fuselage half, the instructions do not reflect a part number for the right half, so in order to better describe the parts, lets just say both parts of the main body of the aircraft (left and right sides).
As for the rest of the parts covered in "flash" (excess plastic), I can clean these parts by trimming and alot of sanding, so as that they can be used.
Having worked with plastic injection molding equipment where I work, I know that the flash is caused by lack of "clamping pressure" on the mold and/or too much injection pressure. Or it may possibly be that the mold is worn and needs to be resurfaced. Whatever the cause, the machine operator should have caught these parts before they went to the shipping department.
But, I do wish to say that overall, your products are usually top quality and I realize that sometimes defective parts do "get by" and are shipped. This is something that all manufacturing companies have fought with throughout history so I dont bear ill feelings towards your company and by no means will it prevent me from purchasing your products in the future.
I wish to compliment you personally on your handling of this situation and express a sincere "Thank You" for your promptness.

Thank you again for your help, tell your boss I said you could have an extra 30 minutes for lunch today. Have a good day,


Greg Worsham

GEEDUBBYA@prodigy.net

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So...........now the next move is TESTORS, we will find out how quickly they will ship to please a customer. And of course, i will keep ya'll informed.

have a good day,

Greg

jspitza

This is not suprising customer service from Testors at all to me. They are just one of the most classic companies out there!

tigertc

Firm but reasonable/amicable. Perfect.
I reckon they will end up sending you a whole new kit. We await the outcome........

__________________
The artist aka GREY WOLF I

Bluewavestudios

I am impressed by the correspondence so far, Hopefully they (Testors) will sit up and take notice and provide you with the appropriate replacement for your kit.

Regards........Mark

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