It seems like whenever we have a problem with a product, that frustration gets vented far and wide, so I thought I'd take a moment to offer some praise. I recently picked up Dragon's HMS Liverpool. While looking through the parts and instructions, I noticed that somewhere between prototype and production, the part numbers on the PE fret no longer matched those referenced in the instructions. That wasn't a big deal particularly since the fret with the correct numbers was photographed on the outside of the box. What was a problem was that the yard arms for the foreward mast were not included on the production fret.
To make a long story short, I opened a ticket on DragonCare, traded a couple of e-mails with Dragon customer service, and within a week I had the missing parts. It's nice to know that even through their kits provide some of the highest value for the buck, they still place a premium on customer satisfaction.