HOLY COW!!!!!

All this sounds like the great customer service I've gotten from Airfix.

Some years ago I was given their 1/72 Handley Page Hampden kit and was missing the clear parts sprue, I snail mailed them and a month later a rather large package from them came to my door.

Inside was a complete 1/72 Vickers Wellington kit and a note that read "We regret that the Hampden is currently out of production, please accept this kit of equal value with our appologies and complements."

Now that was really more than I expected.

This reminds me of a problem I had with two 1/24 scale kits from MPC some time back. The Stuka kit's decals were printed off register and the Focke Wulf had a cracked windshield. I snailmailed MPC ( no email then! ) and within weeks, recieved a package containing 2 full decal sheets for the Stuka and 2 sets of clear parts for the Focke Wulf. There was a reply letter stating that "the company was very sorry for the problems I had with both kits and said to write back if I had any future problems", and "that MPC was dedicated to keeping its customers happy."

Now thats cool!

I figure its like with anything else.....

If your nice to them...they'll be nice to you!

I was missing an entire tree of parts from an AMT kit that I had purchased. I gave them a call and the part numbers needed from the instruction sheet. They said they would take care of it right away.
About a week later, I recieved a package, entirely too big for the parts I needed. When I opened it, there was a complete kit.
I called and asked if I should return the original to the address on the shipping box and they told me no. It was there screw up, enjoy BOTH kits!
It just so happened that I could do just that. The model was of an AD-4W. All that was missing was the radome parts.

Randie

I'm pretty sure that Monogram wanted a base shipping cost only for missing are broken parts....but still! geeze!

Don.... & all,

It's the trend of the times. MONEY is the MOST important consideration, PERIOD!

Somewhere along the line, the words QUALITY and SERVICE, took a backseat to PROFITS! If something isn't right, too bad on the consumer, because the poor company isn't allowed to give anything away, why, that wouldn't generate any profit and the Owner's couldn't take that trip to Vegas next month!

There once was a time when these companies understood that if the consumers weren't happy, they lost business. I think that's why so many whirlwind businesses go under now days.... they produce junk, have virtually NO customer service, have telephone receptionist who are afflicted with PPDPMS (Permanent Pre/During/Post Menstrual Syndrome), and only answer written/e-mailed questions when it's raining and they can't get out to play golf!

Wonder when they'll realize that if WE ain't happy, they don't HAVE a business? Sure, we all must make money, but maintaining excellent customer relations will in turn, make the money flow in!!! Somewhere along the line, that way of thinking has all but disappeared.... some still DO put customer satisfaction first... like Heller for instance! Look at how your own opinion of Heller was boosted by Troy's report.... that alone, makes us want to do business with them. See how that works? Good customer service means good customers who talk, which means good NEW customers, which means MORE good new customers... and the beat goes on!

Are you listening, Revell? WE hold the keys to your business!!

Frank

Too bad FSM can't do an article on Customer Service we receive from the companies that we buy from.
I'm glad you got the service from Heller, but I still can't believe that we are expected to put up with the total lack of any effort on the part of Revell.
At least AMT will take a return, Revell on the other hand wants you to pay for any replacement parts. . .even if not included in the kit or not fully formed in the mold!
Nice job Revell.

Don

I found the link and sent a BIG thank you! cool!.... now I can get back to work!

Viva la France!

No problem Mark! ..... it was an old kit, That kinda stuff is to be expected ...plus you were very fare on the price.

Frank.....Mark sold me the kit in November...so my Wife said I had to wait untill xmas...That worked for me!

One problem....Now I can not remember how I found Heller in the first place! and I want to THANK them in a BIG WAY!....I have tried all kinds of things in Google with no direct link.

That is cool, Troy!!!
That just made up my mind, for sure, on the Canadair CL-415 I have been debating about getting. Any company that will give that kinda service will get my business!!
Keep us all posted.

Randie

Sorry, You had some bad parts. The model sat in storage for years. I did not know a model copany would that extra mile help a modeler with parts issue's.
mark956

You're just blessed, Troy, that's all I can figure! First, for getting a kit like that for Christmas from someone other than a family member, then, replacement parts on the house!! "Holy Cow" is an under statement, fer sure!

Take care & stay warm,
Frank

I just checked and the new part fits PERFECT! and its crystal clear!

I'm so happy I don't know to wind my butt or scratch my watch!

I wuz really dreading on how I wuz going to make that part fit.