Stevens International

Er, doesnt stevens do housewares?

edit: Wrong stevens, my bad lol.

What kit / parts are you missing?  Also what is the cause of the missing parts?  If you bought the kit second hand, or damaged or lost the part yourself, it is not Steven's responsibility to supply you with the parts.

Distributors will provide replacement parts if the mfrs provide the resources to them to do so. Many of the distributors/retailers are now asking for proof of purchase and prefer to deal with customers of their customers.So if you did purchase the kit from a private party liability ends with that person. If you purchased from a retailer who is outside of their area of service, they will also probably direct you back to the retailer or the distributor that services that retailer.

Bronto

What kit / parts are you missing?  Also what is the cause of the missing parts?  If you bought the kit second hand, or damaged or lost the part yourself, it is not Steven's responsibility to supply you with the parts.

I respect your POV but I don't agree with it. I have asked Revell USA and RoG for missing parts which has been my entire fault and if the kit is current, they never hesitate to deliver. I lost a front wheel for my second F-18. To place just one order, I also included a lost part (my fault as well) for my RoG Rafale B. That was a Monday, by Friday I had the front wheel in my mailbox. The part from Germany will take longer. I'm not after freebies, I'm more than willing to pay for those part especially when it has been my fault, but they don't charge nothing.

Last year when I built my 1/32 Tamiya F16-CJ, I called Tamiya to see if I was able to buy 2 extra pilot figures from that kit. I wanted to use them on my 1/32 F15 from Revell. They told me they could sell those to me. I ended up not buying them. Regardless of where we get our kits, at the store or second hand, if the kit is in production they should offer replacement parts even at our expense. Just my .02 humble cents.

Revell, Revell Germany and Tamiya are the manufactures and are some of the easy ones to deal with when it come to parts. Folks like Stevens and MMD are distributors and they dont always have said parts on hand.

Thad

That's understandable Thad, but still, they should back up what they sell or distribute. Imagine if we can't get parts for our cars thru a dealer who doesn't manufacture directly, but distribute Toyota for example. Just my opinion...

I agree but some of these company's are a pain in the butt to deal with when it comes to that. I deal with these cats on a daily basis. We American's have they way we fix a problem and the companies over sea's look at it in a different light.

Thad

Thad and El thanks for the input. Didn't think I was trolling for a lecture in liability. My question was a simple one about customer support. El I guess I was naive enough to think my experience like your with Revell were the norm.  If Trumpeter is not supporting Stevens I would like to know. Instead I get "tell us what your missing and where you got it and then we'll tell you whether or not we'll help and how much it will cost you". After I did I waited a month before I reminded them I was waiting for a reply. The reply was again unfriendly and they didn't have all the parts and it would be months and very expensive to get. When I asked a simple question about a restocking schedule I received another equally rude reply. Is this happening to anyone else?

Kgood - I have dealt with Tristar and ICM directly about missing/lost parts and both were fabulous with their customer support. I had to pay, but it was my fault for loosing the pieces. I haven't had to deal with Trumpeter or Stevens Int'l, so I cannot comment on them. find the email address on the box and send an email t see what type of response you get. That is baiscally what I did.

Mike T.

El Taino

 Imagine if we can't get parts for our cars thru a dealer who doesn't manufacture directly, but distribute Toyota for example. Just my opinion...

You are talking about a totally different situation here.  All of the parts for that car were there when the car was bought. All of the parts were in the model when it was first bought (I am assuming this here - if they weren't then it IS the responsibility of the manufacturer to provide them).  The fact that a car dealer supplies parts is a convenience.  A distributor does not have to provide a lost / broken part if it was included in the kit in the first place.  If this is bad customer service is another issue.

Bronto

 

El Taino:

 

 Imagine if we can't get parts for our cars thru a dealer who doesn't manufacture directly, but distribute Toyota for example. Just my opinion...

 

 

You are talking about a totally different situation here.  All of the parts for that car were there when the car was bought. All of the parts were in the model when it was first bought (I am assuming this here - if they weren't then it IS the responsibility of the manufacturer to provide them).  The fact that a car dealer supplies parts is a convenience.  A distributor does not have to provide a lost / broken part if it was included in the kit in the first place.  If this is bad customer service is another issue.

I understand clearly you point Bronto. The problem is that when we say the words replacement parts, we assume by default that they are parts that should be replaced for free, and that is not always the case. It is true in the car analogy, a new car came with all the parts in it in working order. But how about if we get an used one in the street for a fair price with a broken part that needs to be replaced? Or down the road after the warranty expires we need parts? I don't pretend to get the part for free but availability is what it counts.

This from Stevens is unacceptable, we can protest with our wallet IMHO. After hearing so many stories, I'm afraid of starting up my Trumpy 1/350 Nimitz.. Its been there since last summer. Why making hard to get replacements parts for expensive $100+ kits when other companies offer support for even a $10 bucks kit?

Kgood, El Taino if you are needing parts I might be able to help. Send me your e-mal or there use to be A way to pm me but I dont see that icon here anymore.

Thad 

I want to know what the kit is. If It's a Stevens exclusive(ex. USS Oregon, Monogram snap kits), then they should have parts on hand. So, what's the kit?

Mike

I have spoken to stevens on a few occasions and have been helped EVERYTIME. Laura is the person who handles the parts and has always contacted me in a quick and timely fashion and has always given me what I need and told me it may take a while but always comes through with the parts. Of course she asks where I bought the kit and from whom I bought it. Not a big deal though. And as long as I am honest there are no problems. The company and Laura are very professional and reputable.

As a side note just finished the 1/200 scale Arizona....GREAT kit!!!

KINGTHAD

Kgood, El Taino if you are needing parts I might be able to help. Send me your e-mal or there use to be A way to pm me but I dont see that icon here anymore.

Thad 

There isn't an icon.. You can PM by using the "Start Conversation" link at the bottom of the person you want to PM's post, next to  "Quick Reply" link...