heller, the company with the worst, sorry non existent, customer care.

Yes.I had the same problem.Thats why you should turn to Tamiya, Kitty Hawk,Hasegawa,and Trumpeter.Thats the good quality kits.Heller is a very stuck in the past model company.Just like Revell/ Monogram.

Unfortunately that seems to be the norm with a few manufacturers out there. Academy is another with atrocious customer service. Trumpeter is another with poor service. 

On the other side of the coin you have Tamiya, Revell USA and ROG with outstanding customer service.

Oh no,  I bought a Heller 1/72  L 49 Constellation in hopes of converting it into the first AirForce One someday. I better have a look in the box.....to be continued.

I visited one of the Heller plants in Europ and they wee very small and old fashion mold machine manual operations .I barely got through the front door without being restrained and questioned.Hate to break hearts but Tamiya is the best .I visited the Tamiya plant in Japan , and they gave me a memorable great tour.

Hmmm;

     Just goes to show you . In 1995 I bought a Double Decker bus in 1/24 scale at a rare book and oddities store . It was a Heller kit too . Now the Decals were just plain gone .

     I called the number on the instructions and the very sweet lady on their end heard me out . I asked her how much the decals would cost being as how I had bought it second hand .

     Her reply  , " Well sir , being as how it is our product there will be no charge " You could've knocked me over with a feather ! !   Nine days later they arrived nestled between two heavy cardboard sheets .With a " Thank You " note for my interest in their product .Go Figure !            Tanker - Builder    By the way here's a totally rotten Customer story . I bought a 1956 AMT 1/25 Ford , Crown Victoria kit at Walgreens . When I got my prize home , the steering wheel was only partially molded .When I called their number ( AMT ) , they told me and I quote ." Take it back where you bought it and have them give you another one "  "We don't keep those parts anymore since we started having them molded in China " Needless to say I found a wheel in good shape in a Garage sale glue Bomb ! .

Very lucky ."Go Figure"

I guess it depends who handles the phone call Or email. A while back I got really bad experience from Eduard while others here had excellent dealings with them.

I agree PJ. That's why these kinds of threads are not real great. These guys are the best...well no Tamiya is certainly not if you want a good Tiger 1 kit. Heller is the worst. Well no they are not if you want a great plastic HMS Victory.

Hi ;

     See , " G " , you are right on point with your reply . This is so true .    T.B.

GMorrison

I agree PJ. That's why these kinds of threads are not real great. These guys are the best...well no Tamiya is certainly not if you want a good Tiger 1 kit. Heller is the worst. Well no they are not if you want a great plastic HMS Victory.

 

I do not think the OP was stating anyone was the best. From what I read, the OP expressed displeasure with customer service from the Heller Corporation. The OP simply asked if anyone else found the service less than professional and if so please post your expeirence. I do not see anything wrong with a thread discussing customer service from manufacturers in the modeling business. Customer service is HUGE, and in my opinion customer service can make or break a company. It's nice to have a heads-up on problems such as this and I appreciate the shout-out to others.

For me, absolutely atrocious customer service from Trumpeter and Hobbyboss.  Top notch service from Revell / Monogram and Hasegawa.

spiralcity

 

 

GMorrison

I agree PJ. That's why these kinds of threads are not real great. These guys are the best...well no Tamiya is certainly not if you want a good Tiger 1 kit. Heller is the worst. Well no they are not if you want a great plastic HMS Victory.

 

 

 

 

I do not think the OP was stating anyone was the best. From what I read, the OP expressed displeasure with customer service from the Heller Corporation. The OP simply asked if anyone else found the service less than professional and if so please post your expeirence. I do not see anything wrong with a thread discussing customer service from manufacturers in the modeling business. Customer service is HUGE, and in my opinion customer service can make or break a company. It's nice to have a heads-up on problems such as this and I appreciate the shout-out to others.

 

Here's my take. You have a bad experience with something. Is it all the other parties fault? Maybe you are partially at fault too. But we will never know because we only get to hear, anonymously, your side of it. Which is unfair.

And now for a pleasant story about GOOD service....Last Wed at noon, I ordered a kit from Squadron.  It was delivered to my house by FedEx at 8 AM today.

This is with the premium shipping option, FedEx home delivery.  If you want to save $3 and use the economy option, FedEx drops it off at your local post office and the USPS delivers it to your house.  This usually takes about 10 days total and that is ridiculous.  The only one who saves $ on that deal is the shipper!

Everything I stated was, is true, even looked at from any perspective being ignored is being ignored, which amounts to contempt when you phone them they say the part was shipped 2 days after you're comunication, this is after weeks of "what's happening " being ignored I prefer emails as you have written proof of what's been said which you can fall back on. The last one I sent said I was suing for my money back (that was last week) no surprise, no reply to that either.

Kp

No one is disputing your story. It simply depends on who handles your complaint. Sometimes you get someone who cares and wants to help. Or you may end up with a total jerk that just tells you want you want to hear and does nothing else.

Sorry I disagree 

Gmorrison does, "you are only getting one side of the story, and that is unfair "

Personally I take offence at that. 

GMorrison

 

spiralcity

 

 

GMorrison

I agree PJ. That's why these kinds of threads are not real great. These guys are the best...well no Tamiya is certainly not if you want a good Tiger 1 kit. Heller is the worst. Well no they are not if you want a great plastic HMS Victory.

 

 

 

 

I do not think the OP was stating anyone was the best. From what I read, the OP expressed displeasure with customer service from the Heller Corporation. The OP simply asked if anyone else found the service less than professional and if so please post your expeirence. I do not see anything wrong with a thread discussing customer service from manufacturers in the modeling business. Customer service is HUGE, and in my opinion customer service can make or break a company. It's nice to have a heads-up on problems such as this and I appreciate the shout-out to others.

 

 

 

 

Nope the OP didn't go for "best", a member going by "Silver" did. The OP served up "worst".

 

Here's my take. You have a bad experience with something. Is it all the other parties fault? Maybe you are partially at fault too. But we will never know because we only get to hear, anonymously, your side of it. Which is unfair.

 

Understood G, but thats not the OP's fault. We need to read the OP statemnet and stick to the topic, in other words "dont derail the thread".

And I completely disagree with your statement about customer service. The customer is right and you operate your business in pleasing the customer. No if's, and's, or but's about it. If you want to stay in business, you eat crow when necessary. I wont even argue this statement, I'll just stand by it and know it to be true.

You misunderstood, I am the OP Gmorrison inferred I either giving half truths, misinformation or blatantly lying, that is my point.

kpnuts

You misunderstood, I am the OP Gmorrison inferred I either giving half truths, misinformation or blatantly lying, that is my point.

 

No, I think G is blaming Silver for veering off topic and taking the thread in a direction it wasnt meant to go.

Sorry that will be me who misunderstood then, I'm still offended by his comments though.

kpnuts

Sorry that will be me who misunderstood then, I'm still offended by his comments though.

 

Well, sometimes we state opinions, that dosent make them fact. I'm sure G wasnt trying to offend you, perhaps he was trying to make a point.

Customer Service? I've had many phone calls not replied to, this is all the ones I've ever left a message for not just modeling companies. Makes one wonder If you have the plague or something LOL

Anyhow, My experioance with modeling companies is limited. The're Tamiya and Revell. Recently my dog jumped up on my desk and messed up my Tamiya 2 !/2 ton cargo truck The Deuce and and a half. Tamiya charged me for two full sprues for $17.25 But now I have a ton of extra parts.Thats a 1/35 scale ton LOL

Revell has always sent me parts if the have them in stock. They're usually pretty good about it, but in December 2014 I did a replacement parts order. Then I forgot all about it (I made my own replacement B 24 propeller shafts) The first week of June 2015, I received them Oh well

Sorry.I did not intend to offend anyone.But;The information is my first hand encounter with the Heller plant which I wanted to share.I intend to attend the Nationals this year,and I can meet face to face with fellow modelers about this subject.My code name Silver will be on my entry form.Take care and happy modeling.

Don't you know? it's because Heller kits are from France, and you know who else came from there:

Hello kpnuts ,

i'm french and as jimbot58 says i live with the coneheads .
Anyway ....... the customer service from Heller is excellent .........believe me.

Maybe not with the international. I think is a big mistake .So if you want tell me the problem (in private message ) and i 'll try to help you.

regards

         Jc

Vit13

Hello kpnuts ,

i'm french and as jimbot58 says i live with the coneheads .
Anyway ....... the customer service from Heller is excellent .........believe me.

Maybe not with the international. I think is a big mistake .So if you want tell me the problem (in private message ) and i 'll try to help you.

 

regards

         Jc

 

 

No offence intended, I was only making a bit of fun!

Jim

No problem Jim , I really love humour . Sorry i forgot the smiley

You want non existent customer service? Try Hobby Boss or Trumpeter. They have no such thing on their website. Bronco- you're better off talking to yourself. They do have a contact point, but you will never hear back from them.

I have never dealt with Heller myself so I can't say anything about theirs, good or bad. Tamiya and Revell on the other hand both have superb service.  Hasegawa was slow but generous. Academy is all about the money...

Vit13

Hello kpnuts ,

i'm french and as jimbot58 says i live with the coneheads .
Anyway ....... the customer service from Heller is excellent .........believe me.

Maybe not with the international. I think is a big mistake .So if you want tell me the problem (in private message ) and i 'll try to help you.

 

regards

         Jc

 

 

take a look at his Heller "Ship of the line thread". His part came in. 

Delayed, yes. But in the end customer service occurred. And I do not believe I saw any mention of that here. An omission of a critical fact.