NO WORD FROM DRAGON

Did you contact Dragon direct or did you contact their distributor...I would suggest contacting both or at least including them both on the same email.

My first experience with them was very good.  I called and spoke with a rep directly when I needed parts for my Stuka.  Told them what I needed, and they had to order it from Japan.  Weeks went by and I figured that nothing would become of it.  Then, I received a call saying they had my parts and should call back with my CC number to complete the transaction.  I must admit, the price of the replacement parts was very reasonable (though I don't remember the exact amount).  I have also emailed them and had a relatively quick response from them.  Sorry I don't have their phone number handy, but the email addy I used was dragoncare@dragonmodelsusa.com

Right now, I am waiting to hear back on the status of some defective Hurricane parts from April.  Nothing yet!

 

 

i finally heard back from them. they're going to replace my missing parts but told me i needed to hang on to my receipts. i've never worried about it before because i rarely have part problems. of course, that was before the age of superdetailing.

Customer service is for the customer, those that purchase the product a company sells hence the request for the receipt. As margins tighten, companies still want to provide good customer service, they just want to focus it to those who are actually the original purchaser. 

They understand if you won the kit new at an event or given as a gift...you just have to explain that when requesting replacement parts.

Those who are purchasing replacement parts, remember that they have to strip an existing complete kit for the parts you need. Sometimes those parts may not be available if there isn't a kit sitting on the shelf or the spares kits have had those parts exhausted already. Then a time lag between receiving your request and the arrival of another restocking of the kit may delay you receiving the parts you've ordered.

Should the kit be OOP then you're just out of luck. You might have to do some creative resourcing. 

 

 

 

Let us know if April gets back to you!

 I ordered a 20mm Flak Crew from Great models. It was all shrink wrapped an all but when I opened it. I had Helmets and 2 sprues of the trailer.( 2 Trailers) No figures. I contacted The Dragon support fellow from Dragon USA and he informed me I should really inquire through Great Models but they gave me a work order number and sent me the missing sprue all with in a week.

 Had a package opened during delivery from Great Models once. Some one stole about 4-5 bottles and spray cans of Mr. Surfacer and a remote control Jeep. They sent a replacement order but it took over 1 month.