I am shocked at how poor Revell's service is for missing parts!

El Taino

Another thing we should consider, Revell USA and Revel Germany, are 2 different entities for different markets. Revell Germany gets to the USA AFAIK thru ''Gray'' Market. Gray market is legally imported by dealers (hence gray, not black), not by Revell USA. If there is someone we should point our fingers is the dealer and not Revell. Revell USA is actually doing us a favor  helping us find a part from a kit they did not bring to the USA in the 1st place.

Revell USA does import Revell Germany kits to the US market. They list them on their website and had many of their kits on display at the recent iHobby show in Chicago. While the two companies have operated completely separate since 2006, they still work closely together in terms of some kit development and mold sharing. For example, the big Gato-class sub releasd in 2006 was developed jointly. And both companies rebox the the other's plastic: Revell USA is selling the recent "Star Wars" kits and the upcoming 1/32 scale He 111 and 1/72 scale B-17 kits in their own boxes, while Revell Germany has reboxed some recent Revell USA car kits.

Cheers, Aaron

I'm neutral about Tamiya.  It all depends on if they have the parts or not.  And the cost to replace them.  I've had it both ways with them..good and bad.

Another thing we should consider, Revell USA and Revel Germany, are 2 different entities for different markets. Revell Germany gets to the USA AFAIK thru ''Gray'' Market. Gray market is legally imported by dealers (hence gray, not black), not by Revell USA. If there is someone we should point our fingers is the dealer and not Revell. Revell USA is actually doing us a favor  helping us find a part from a kit they did not bring to the USA in the 1st place.

If there is something Revell should be praised about, is their parts replacement system. Totally different and easy. I had to call Tamiya for a small Falcon CJ 1/32 missing part and I felt they were doubting my word. I get parts from Revell very quick after ordering on-line.

I built the Revell U Boot 1/144 and lost the cannon to the carpet monster. It took over a month because they explained over the phone that although Revell USA takes the order for the missing part, it is actually sent from Germany. For local kits, they do deliver within a week or less in the states. Sorry to hear about your story, but my experience with their missing parts and customer service is A+.

Remember, if you import a Nissan Model to the states that is not sold in the USA. They wont have parts for it and chances are their customer service will not know what are you talking about. That doesn't make their customer service poor.

Like I said, I have NEVER had trouble with Revell in the past - JUST THIS ONE INCIDENT.  I'm not saying they DO have bad customer service.  Maybe the person dealing with my request was having a bad day?  Shipwreck, you're taking things the wrong way.

Cbax1234

I agree..Squadron and Sprue Brothers have the best customer service I've ever seen.  Totally opposite of Revell. 

Cbax 12234 and others, I think that you will find that your opposing statements are relative to a persons individual experience at a specific point in time. If I were to take your statements at face value I would conclude that I would never want to deal with Squadron's or Sprue Brothers' customer service because they would have to be horrible if they were opposite the excellent customer service that I have received from Revell. If you have read through this entire post, you would see that there are good and bad reports of Revell customer service. And, if you were to deal with Squadron or Sprue Brothers long enough it is inevitable that you would hit a bump sooner or later.

I agree..Squadron and Sprue Brothers have the best customer service I've ever seen.  Totally opposite of Revell. 

Thank you! That was an oversight on my part. Squadron's reputation is also outstanding!

Bill

warshipguy

Model companies need to be responsive to the needs of the customers.  Given the nature of our hobby, parts can be easily damaged or lost; those companies that offer a liberal parts replacement policy need to be appreciated!

That is one reason that I like Model Expo. They advertise that  they will replace any part from a kit as long as it was purchased from them. That guarantee is for the life of the kit.  Iron Shipwright also offers that guarantee.  To me, this is the bedrock standard that all companies should adhere to.

Bill

I'd like to mention Squadron.  Customer Service Manager Jeff Melton is a fine gentleman that will make you glad you used Squadron for your hobby needs.

Model companies need to be responsive to the needs of the customers.  Given the nature of our hobby, parts can be easily damaged or lost; those companies that offer a liberal parts replacement policy need to be appreciated!

That is one reason that I like Model Expo. They advertise that  they will replace any part from a kit as long as it was purchased from them. That guarantee is for the life of the kit.  Iron Shipwright also offers that guarantee.  To me, this is the bedrock standard that all companies should adhere to.

Bill

warshipguy

Tuchase,

Good eye!  Yes, parts 1 and 2 are the main hull pieces.  I recently bought an old (1960's) version of the Constitution for spare parts. It cost $9.00 on ebay. The kit is complete with the exception of the hull halves. So, given the comments on this thread, I contacted Revell of America via email to see if there would be any difficulty in replacing the parts.

I was completely above-board with them. I explained the situation fully, except for any mention of this thread.  I also informed them that I could not assert that the pieces were missing as a result of any problem with Revell.  In fact, I offered to pay for the parts.

They responded by informing me that , although their parts replacement policy only allowed parts to be replaced in recently purchased kits from dealers, they would be happy to replace these pieces for me.  They also informed me that the parts had already been shipped.  I will let everyone know when I receive them.

Bill Morrison

LOL, I have a feeling that sometime in the last year or so, someone high up in Revell Monogram's Executive Suite saw this thread and decided this was the wrong type of publicity for a company like this.  Or someone lower in the ranks pointed this thread out to someone higher up!  Either way, they seem to have had a change of heart from their previous stance.  Which is good news for all of the modelers who have legitimate complaints.

redraider56

plastickjunkie:

I had a terrible experience with Eduard. It took them over a month to answer my  emails I sent them and when they did, they wanted $30 + shipping for 5 tiny parts!! Is that a joke or what!!

 

That probly makes sense to them considering their photoetch sets cost more than the kit you're using them for

How can that be when the complete kit sold for $28?  I needed an aileron, the seat and both cooling jackets for the mg's , hardly $30 worth of parts.

Tuchase,

Good eye!  Yes, parts 1 and 2 are the main hull pieces.  I recently bought an old (1960's) version of the Constitution for spare parts. It cost $9.00 on ebay. The kit is complete with the exception of the hull halves. So, given the comments on this thread, I contacted Revell of America via email to see if there would be any difficulty in replacing the parts.

I was completely above-board with them. I explained the situation fully, except for any mention of this thread.  I also informed them that I could not assert that the pieces were missing as a result of any problem with Revell.  In fact, I offered to pay for the parts.

They responded by informing me that , although their parts replacement policy only allowed parts to be replaced in recently purchased kits from dealers, they would be happy to replace these pieces for me.  They also informed me that the parts had already been shipped.  I will let everyone know when I receive them.

Bill Morrison

I'm not saying that I had trouble with them in the past.  Like I said..I haven't requested a replacement part from them in at least a year ( that I can remember..it may be even longer).  I just sent this last request and got a heck of a response with them naming names of people I've never even heard of...and saying that I am banned for life (and other things that the forum moderators WOULD ban me for if I repeated them here).  I just thought it was a little uncalled for considering that I needed ONE decal sheet  in a whole YEAR's time.   I guess I should have gone through Revell USA rather than the German site.   Maybe they thought I was trying to short them a quarter for the cost of the decal sheet?  Lord knows how they're hurting so bad for money right now.

plastickjunkie

I had a terrible experience with Eduard. It took them over a month to answer my  emails I sent them and when they did, they wanted $30 + shipping for 5 tiny parts!! Is that a joke or what!!

That probly makes sense to them considering their photoetch sets cost more than the kit you're using them for

I had a terrible experience with Eduard. It took them over a month to answer my  emails I sent them and when they did, they wanted $30 + shipping for 5 tiny parts!! Is that a joke or what!!

Hmm.....I've had great service from Revell.  If a piece is missing or I lose or break a part, I just order the missing part from online and get it within a week, and I don't pay shipping, so I'm not sure why you paid the $3 for shipping.  In my opinion Revell's service is great

After reading this entire thread, I am thinking that Revell America, and maybe Revell overall, have revised their replacement parts policy recently to be more consistant with other manufacturers.  I have not had the need to contact them, but the last few posts are definitely showing a different attitude by Revell than the posts from a couple years ago showed.

Warshipguy: Isn't Parts 1 & 2 the Main Hull pieces? 

I just ordered parts 1 & 2 of the Revell 1/96 USS Constitution.  Revell America responded very quickly and agreed to replace the parts.  Their polite response came within 24 hours of my email request.

Bill

iv just had an email reply from them suprisingly quick

the 32 scale tomcat wheel part i need isnt available anymore :(

i think theyr gonna send me the 48 scale tomcat tail the email didnt mention money so it may be free

I'm surprised. I've ordered missing Revell parts online (didn't phone) and received them quickly, and at no charge, For parts I lost out of my own carelessness, from an old kit I bought from ebay. I thought that was pretty damned decent of them!

LOL CHEERS

Oh, rest assured it did send it!  That's what I did and is what got me in this mess in the first place!  That form you filled out and sent will go straight to Revell USA.  Good luck!! (You'll need it.)

yes i know. i selected english filled out the form then sent it but it just switched to the german form so i dont know if i actually sent the email

It's the link to the German Revell website, that's why it's not in english.

well i think i just sent them an email through their site but im not at all sure.

when i clicked send it just took me to the same form again only in german instead of english is that normal?

Wow, I guess I'll call myself fortunate. I'm pushing 60 and have been building model cars, aircraft, ships and wooden ships almost all my life and haven't had a missing or damaged part ever on a sealed kit. I've had parts missing in opened kits, but knew about it before hand and usually buy kits like that for spare parts and kitbashing anyway.  I build, and have well over 400 kits in the stash and I open everyone of them to look at after purchase. Gee I wonder if I should post this, I might jink myself and get half a kit on my next purchase. lol

                                                                                                                          Ken

so how do i get parts in the uk? that only appears to be for the us or germany