Airfix Wellington - defective part, check your kit

[rickoshea52]

I recently bought the new Airfix Wellington kit number A08019 and after reading a build thread elsewhere I was alerted to a possible defective part. I checked my kit and found the same problem, it’s not a massive problem and could be fixed relatively easily for a competent modeller.
The parts in question are E1 & E2, these are the landing gear stabiliser braces/yokes, on my kit one is flat and true but the other is bent (yeah, yeah, heavily landing and all that). If you are posing your Wellington in flight this is not a problem and to be honest the part probably won’t be seen when assembled.
I have written to Airfix and awaiting a reply.
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[Guest]

Airfix has a great customer support. Stay on it and it should be fine

[papa 695]

I will now take a look at mine Rick.

[papa 695]

Mine don't look bad at all.
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[rickoshea52]

This is Airfix’s response to my complaint.

“I have been passed a copy of your email below by our Spares Team as unfortunately they do not have the parts you have requested available. So I am sorry but on this occasion we are unable to be of assistance. However provided your kit was purchased within the last 12 months and the parts were missing or damaged upon receipt, your place of purchase will be able to replace or refund the kit for you.”

Just to be clear, the kit is less than a month from release and Airfix sold it to me via their website (this was pointed out by me in my complaint).

Draw your own conclusions from their reply to me.

[Jim F]

Hi Rick,
Sorry to hear of your woes, the reply is norm in todays on-line world people never seem to read the whole email before fobbing you off, don't give up you'll win in the end, it's a shame that Airfix who must know of this fault are being difficult
Jim

[rickoshea52]

Hi Rick,
Sorry to hear of your woes, the reply is norm in todays on-line world people never seem to read the whole email before fobbing you off, don't give up you'll win in the end, it's a shame that Airfix who must know of this fault are being difficult
Jim

I’m reminded of the acronym RTFM (read the f**cking manual). A common refrain when a mechanic asks how to do something. In this case Airfix’s customer service dept need to RTFC!

[JR]

Rick.
Had to smile at your reply, typical of companies employing people that don't read.
Hope it gets redressed .
John.

[Guest]

This is Airfix’s response to my complaint.

“I have been passed a copy of your email below by our Spares Team as unfortunately they do not have the parts you have requested available. So I am sorry but on this occasion we are unable to be of assistance. However provided your kit was purchased within the last 12 months and the parts were missing or damaged upon receipt, your place of purchase will be able to replace or refund the kit for you.”

Just to be clear, the kit is less than a month from release and Airfix sold it to me via their website (this was pointed out by me in my complaint).

Draw your own conclusions from their reply to me.

Ouch! Generally they have been pretty good but I haven’t used their support after Hornby took over.... that sucks mate

[stillp]

Why are 'customer service' departments so often staffed by people who don't know the meaning of either of those words?

Pete