CUSTOMER SERVICE--Hmmmmm.

Through the few years I've been active on this site I've read some horror stories from customer service and read some like yours, sometimes from the same company. Thankfully I've had cause only once deal with customer service (Kinetic, my own fault for not studying the instructions better). They sent be the entire sprue the replacement parts were on, which had some handy spares that came in handy for an old kit my daughter was building, for the cost of the international postage (less than $3).

Once upon a time, like the mid to late 90s, I bought the Monogram reissued TBM Avenger (or was it a TBF?), anyway, while I was working on the kit, I knocked over a can of Coke(r) and it spilled all over the decals (and kit parts, instructions, etc.). Totally my fault.

I contacted Monogram by phone and explained my plight and offered to pay for new decals. They said that was all right and mailed out replacement decals. I just let the instructions dry out and washed off the plastic parts. I was very impressed with Monogram's customer service.

Rob Gronovius

Once upon a time, like the mid to late 90s, I bought the Monogram reissued TBM Avenger (or was it a TBF?), anyway, while I was working on the kit, I knocked over a can of Coke(r) and it spilled all over the decals (and kit parts, instructions, etc.). Totally my fault.

I contacted Monogram by phone and explained my plight and offered to pay for new decals. They said that was all right and mailed out replacement decals. I just let the instructions dry out and washed off the plastic parts. I was very impressed with Monogram's customer service.

I have had similar incidents and Monogram was great and sent me free parts.

I'm glad you guys had positive contacts with Monogram and Eduard, glad that they responded accordingly. I on  the other hand, had terrible dealings with both. Eduard wanted to charge me for 4 small parts more han what the complete kit was worth and Monogram never responded to my emails. I've had very pleasent dealings with Tamiya and Hasegawa. I guess it boils down to who you get and how helpful they want to be. 

About 15 years ago my wife got me the Revellf-14 Tomcat in1/32.  Opened the box and it looked like it had been used for spare parts - seats were missing, one of the wings was only partially there, no wheels, instrument panel was not formed properly etc.  Called their customer service and got everything I needed, free shipping and an apology letter.  15 years later it is now on my desk and being built.

So I misplaced the directions recently and searched their website, didn't have them online.  emailed for new ones, they answered within 24 hours but they don't have them.  Fortunately my wife found them before they hit the recycling bin.

Definitely no complaints with Revell

I bought a Dml JU-188 from A seller on Ebay a few years ago with no clear parts. Dml supplied replacement parts for $8.00 even though they told me that they normally don't do that with third party purchases. They even sent a sprue with the seat and tail wheel parts from a 190D-9 so I could build a 190A-4 purchased the same way when they sent the clear parts. I have no complaints with DML either. Testors is another company with good service. I have a P-51 which had extremely warped fuselage parts that could not be corrected. They sent a whole new fuselage in no time.

In my dealings with customer service of various model companies, I have had these experiences:

Tamiya- Superb

Revell & Testors- Excellent

Hasegawa- VERY Slow, but in the end I received what I needed...

Academy- Mediocre

Bronco- Non existant

AMT/ERTL- Non existant

I had a similar experience last week with Airfix USA for a 1/76 scale kit. Their service was OUTSTANDING, 1st time I had to deal with their CM and I'm very happy. With Revell, I have nothing but praises. Only downside is when the kit is from Germany the wait is longer but that's understandable.

Sprue Bothers: When I joined the Phantom GB here, I opened an Eduard Brassin 1/32. After getting the set from SB, I threw it in the kit's box for about a month and a half. It was the GB that actually made me start the kit when I found out that the Brassin Kit had a missing fret. I went to Eduard's site and their policy is to deal with defective and missing parts with the dealer. After a brief email to Sprue Brothers, they sent me the fret no further questions asked. Kudos to SB too.

The kit had a half wheel missing. I contacted Airfix USA on Monday, by Friday I was taking pictures of the finished model.

Having had to do that customer support thing for awhile, it sometimes depends on the person who gets your request, too - if they honestly care about being helpful, and if you come across as sincere, nine times out of 10 there will be a good result. If you are unlucky enough to get the person on the other end of the phone or e-mail who is just filling a chair for eight hours a day, nothing on God's green earth is going to get them to do anything, no matter what.

AMEN !!!!      tankerbuilder