This past weekend I began construction of Dragon's 1/350th USS Mobile Bay (which I plan on making up as the USS Vicksburg). After gluing the two hull halves together I then tackled the prop shafts. I noted the starboard shaft was not only warped, but had one of the support struts broken off. Although I searched the poly bag the parts had come in, it was no where to be found.
Monday morning I contacted Dragon's Customer Service Center via their web site, explained the difficulty, and requested a replacement part. When I next checked my e-mail that evening I had a reply from Dragon requesting more data which I supplied. Yesterday afternoon the wife advised while she was doing some genealogy research on the internet I had received an e-mail from Dragon advising they were shipping out the replacement part Tuesday. They not only apologized for the broken/warped part, but also in taking so long in replying; a day and a half!
This has to be quickest response for a replacement part I've ever experienced in my 50 years of model building. While I only have had to request a part on 5 or 6 occasions in the past, I have had some real trials and tribulations in dealing with different model manufacturers.
Again BRAVO ZULU to Dragon. In my opinion they are out to give kit manufacturers a good name. It is indeed refreshing to find a company whose Customer Service does provide a service to the customer.
p.s. By the way, Dragon did not have a fee for this service as some manufacturers do.
Dick McC