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Customer Service - What does your favorite company do ?

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  • Member since
    June 2014
  • From: New Braunfels , Texas
Customer Service - What does your favorite company do ?
Posted by Tanker - Builder on Thursday, March 28, 2019 5:45 PM

I just replied to a post about missing parts .

      Now i never had a problem till about 1995. I had bought a Ford Crown Victoria from ,I think it was the local C.V.S.Pharmacy , where I lived then . I got the kit ( Unopened ) home and the Steering Wheel was missing !

 I wrote Revell. I called them too ! Finally got someone .Was told to take kit back to store as they DID NOT have the ability to replace parts anymore . Did so .Store said it wasn't their problem as the kit was factory sealed when sold .

 OOOH was I peeved .This had never happened to me before .Since then ,a few times i have tried to no avail .This is aggravating ! What good is this expensive product if stuff is incomplete and they won't back up the product from the first buyer .Shoot I bought a Heller , Double Decker Bus from a collectibles shop cheaply because it was missing Decals . Heller was told the truth and surprise , They sent me a whole set of decals , No Charge !

 This rarely happens now . T.B. 

  • Member since
    July 2004
  • From: Sonora Desert
Posted by stikpusher on Thursday, March 28, 2019 11:26 PM

Customer service is dying. Tamiya is probably the last best company on that left around. Revell was great, but now that they are owned by Revell Germany, that looms to be a thing of the past. Good luck with anything from China. Every company that I‘ve tried to deal with there is in stealth mode... Academy is a pay for help company. Not the best, but not the worst either...


F is for FIRE, That burns down the whole town!

U is for URANIUM... BOMBS!

N is for NO SURVIVORS...

       - Plankton



  • Member since
    April 2003
  • From: USA
Posted by keavdog on Friday, March 29, 2019 3:20 AM

It is true that customer service seems to be a dying institution.  I say this because it is the exception in cases where I'm wow'ed by really nice service.



Ain't no reason to hang my head, I could wake up in the mornin' dead 

  • Member since
    July 2013
Posted by steve5 on Friday, March 29, 2019 4:36 AM

I have to say heller , has answered my call's for help on about 3 occasions , with all 3 being free of charge , 


  • Member since
    December 2002
  • From: Derry, New Hampshire, USA
Posted by rcboater on Thursday, April 11, 2019 8:10 AM

I got great service from Airfix two years ago, the one time  I needed them.


Webmaster, IPMS Patriot Chapter

Billerica, MA


  • Member since
    May 2013
  • From: Indiana, USA
Posted by Greg on Thursday, April 11, 2019 12:57 PM

Back in the 60's and even later, most of us remember model part replacement was pretty much expected. Even back then as a kid, I was amazed by that level of customer service. When the little box with replacement parts came, it was like Santa off-season.

Now, every time I hear a positive parts replacement story, I shake my head in wonder and amazement. I like hearing those stories. But expecting it, I'm not so sure about that.

Today, when a company responds with help (and free parts! Stick out tongue), I think that's just great. But if they don't, I don't consider it an apocalyptic event.

Just my 2 cents


  • Member since
    April 2015
Posted by Mopar Madness on Thursday, April 11, 2019 1:02 PM

When it comes to scale modeling, the best customer service I have ever received was from Eduard on two different occasions!  


God, Family, Models...

At the plate: 1/144 Revell Snowberry

On deck: 1/48 Tamiya Fw 190A4

In the hole: 1/48 Hasegawa Fw 190A4

  • Member since
    May 2013
  • From: Indiana, USA
Posted by Greg on Thursday, April 11, 2019 1:50 PM

Chad's reply made me realize I got off on a ramble and didn't even respond to your question, TB. Sorry about that. Embarrassed

I've only had one reason to contact a model company since I started back up in '13. I found a mistake on an Eduard PE instruction which at the time I must have thought was of monumental importance, so I emailed Eduard. Geeked

To this day, I'm amazed to have recieved a really nice thank you via return email.


  • Member since
    July 2008
  • From: Albany, NY
Posted by jeffpez on Thursday, April 11, 2019 4:16 PM

Last year I had a missing part problem with a Revell kit. The instructions said said if in the US that the retailer should be contacted, not the company. This was during the mess with Revell and bankruptcy so I had zero expectations but I emailed Scalehobbiest where I bought the kit and was told they'd try to help. After a delay of maybe a month I received the entire sprue containing the needed part which apparently they got from their distributor. I couldn't be more impressed.

  • Member since
    March 2003
  • From: Western North Carolina
Posted by Tojo72 on Thursday, April 11, 2019 4:30 PM
I purchased a replacement sprue from Meng last year,was easy Peasy

  • Member since
    August 2005
  • From: Mansfield, TX
Posted by EdGrune on Thursday, April 11, 2019 6:30 PM

Iron Shipwright is the best I’ve ever dealt with.   They have an absolute customer satisfaction policy.  

Buy a kit and inventory the parts. Something missing, contact them and they’ll ship it out.   Probably the whole accessory pack plus extra parts swept off the workbench   Something wrong with a part, short shot, bubbles, or the like.  Ditto. I once bought a 1:350 USS Texas (1898) and the tip of the underwater bow projection was broken       in shipping. I got a whole new hull in the mail    I waterlined the first one  

You’re assembling the kit and you screw up.  Contact them and tell them what’s wrong.  They’ll make it good.   I once drilled too deep inserting mounting hardware - straight through  deck.  They sent another whole kit   Fess up, be truthful   No need to lie about it

You don’t need to buy direct from them. I got a kit on the secondary market.  Missing the PE.  Replacement sent no questions asked

The urban legend is that theyve even replaced parts for a model that was knocked off a shelf by the family cat

They will even custom cast a kit for you if you want it waterline vs whole hull.   They’ll pour it short for you

  • Member since
    January 2003
  • From: West of the rock and east of the hard place!
Posted by murph on Friday, April 12, 2019 12:42 PM

Revell was great to deal with until everything went FUBAR.

I recently had great success with Kinetic.  I built their CF-18 using kit decals by Cartograf.  Fantastic decals.  Unofrtunately, there aren't enough of the little footprint with an X through them (no step) decals on the sheet.  I wrote to Kinetic and Raymond Chung (owner).  Not long after I got two complete sets of decals in the mail.  Very impressive.

Retired and living the dream!


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