Good after sales service

[Guest]

As some of you know I have jus started model making again and several friends have brought me several kits. It was a while before I started building a Mk1 hurricane. Amagine my surprise to find the clear plastic spruce E was missing and I thought I would not get a replacement. I contacted Airfix via an email exposing what had happens and after a few weeks a replacement arrived in a large box very well protected to avoid damage


Well done Airfix a top notch after sales service.

[Guest]

Am I the only one to praise Airfix?????? Perhaps I'm an old fashioned ex Norfolk guy!!!

[Guest]

They are a bog company, and owned by Hornby.


Last xmas, i bought my son a scalextric track, just the kids one from toys-r-us.


Adter a month, one controller burned out and turned black. Toys-r-us were useless, so trying my luck i emailed Hornby, explained what had hapened, and they came back with an email asking for my address, and lo and behold sent me a brand new set complete!


Their customer service is great!

[Dave Jay]

Airfix are indeed a bog company or even more correctly a big company, certainly owned by Hornby who are also responsible for corgi, scalextric and oooooooooh humbrol enamels!


There are great at customer service, I had a Lancaster dambuster gift set, the transparency sprue (which is huge) had been mis - moulded, I contacted Airfix with my details and shortly afterwards I received a package from them and thought that it was a tad heavy for one sprue...........that was because it was a whole new kit. Fantastic service.


Revell have done the same, I've had the misfortune to have a couple of twisted car body shells, quick email and a wait of a couple of weeks and I've got new ones. Gives you faith in the system

[Guest]

Glad you had a good experience with getting a replacement kit. When you say bog is this a typo should this be big?

[Guest]

Airfix are indeed a bog company or even more correctly a big company, certainly owned by Hornby who are also responsible for corgi, scalextric and oooooooooh humbrol enamels!
There are great at customer service, I had a Lancaster dambuster gift set, the transparency sprue (which is huge) had been mis - moulded, I contacted Airfix with my details and shortly afterwards I received a package from them and thought that it was a tad heavy for one sprue...........that was because it was a whole new kit. Fantastic service.


Revell have done the same, I've had the misfortune to have a couple of twisted car body shells, quick email and a wait of a couple of weeks and I've got new ones. Gives you faith in the system

Dave, which email did you use for Revell? I'm after a part for a kit I started some time ago and I just kept getting shuttled back and forth. "Sorry this is B we can't supply you with parts, please contact A"


"Sorry this is A we can't supply you with parts, please contact B."

[stona]

Always good to get good service. Sadly it's not always the case. I emailed a fairly well known company about a missing canopy part and got no reply. I emailed again a week later, having checked the email address on their website and got no reply again! I gave up and nicked the windscreen from another kit.


Cheers


Steve


(I'm not naming the company because it would not be particularly helpful to do so on a public forum and they have otherwise provided a good service)

[Dave Jay]

Glad you had a good experience with getting a replacement kit. When you say bog is this a typo should this be big?

Check out uncle fester's post Phil, you'll see where I got it from.......bless him!

[Dave Jay]

Dave, which email did you use for Revell? I'm after a part for a kit I started some time ago and I just kept getting shuttled back and forth. "Sorry this is B we can't supply you with parts, please contact A"
"Sorry this is A we can't supply you with parts, please contact B."

Del, if you go on to revell.com, you'll see the red menu tabs along the top, go to 'parts and service' hit that tab then scroll down to a highlighted 'online parts request' mid sentence, click that tab and then enter the necessary details, for the reason bit I would recommend putting something along the lines that the requested part was incorrectly moulded or twisted, but always big them up a tad by stating that you found an unexpected defect which you would have never expected from such a great company!


Hope this helps,Del. Just expect a bit of a wait, it all depends on whether it's an American or German moulded kit, the German kit codes start in '0' and the American (ex monogram) start in 84- or 85-. They won't email back unless you misquote a part number etc, the package just turns up!

[Guest]

No Phil you aren't the only one to praise them. I think Airfix is fantastic with not only models, but with offers too, such as their Flying Hours scheme. It was also nice of them to send you the clear sprue that you needed


Glad to see they understand the pain of losing the clear pieces :P


Blair

[Guest]

I've recently bought a Revell BF-109 F-2 in 1:48 and one whole sprue was missing! Contacted them and soon received it in the post. Commendable!

[Guest]

Seems as if the two top model makers/sellers are very good with after sales service which is good in this day and age.

[Guest]

Del, if you go on to revell.com, you'll see the red menu tabs along the top, go to 'parts and service' hit that tab then scroll down to a highlighted 'online parts request' mid sentence, click that tab and then enter the necessary details, for the reason bit I would recommend putting something along the lines that the requested part was incorrectly moulded or twisted, but always big them up a tad by stating that you found an unexpected defect which you would have never expected from such a great company!
Hope this helps,Del. Just expect a bit of a wait, it all depends on whether it's an American or German moulded kit, the German kit codes start in '0' and the American (ex monogram) start in 84- or 85-. They won't email back unless you misquote a part number etc, the package just turns up!

Thanks, I'll try again but for some reason I kept getting shuttled back and forth between Germany and America the last time I tried.


Although I might just have found my missing part last night. I'll dig the partially completed kit out of the loft and check!