QUOTE (dbclass50 @ 28 Nov 2006, 07:40) <{POST_SNAPBACK}>I think it's all down to whoever looks at the initial e-mail.

I have to agree with you here, with two examples from opposite ends of the spectrum. The first case, a query to Vollmer, came back with a reply after thee weeks, the other a request to Faller for a sprue missing from a kit via e-mail resulted in the miising sprue being to my home within 3 days - now that's what I call service!

Regards

John

 

QUOTE I think it's all down to whoever looks at the initial e-mail

Yes thats true. I have found most German companies usually have a person who deals with overseas orders/issues and if they are on holiday you have to wait a bit. Having said that I've found Maerklin/Trix usually takes two months too. Modellbahn Kramm tend to be the next day as do Modellbahn Hildesheim.

 

In my own experience both Faller and Fleischmann are outstanding in their spares and replacement part service. Gaugemaster do well with Marklin (allowing for the hiatus there this year) but Kibri and Vollmer can be iffy.

60134

 

It's strange how you have this degree of variance between companies. You'd have thought that customer service would be a priority. It can make or break a sale.

 

Following on from my earlier post, I have now had complete satisfaction regarding the chip failure to my Broadway GE C30-7, thanks go to Broadway and Ken at M G Sharpes.

On another matter I contacted Bachmann Europe regarding some minor spares, I received a positive reply to my E mail within 12 hours, I have sent the required dosh and eagerly await results. More later.

Brian

 

In the last year I have become aware of a practice that is pretty shoddy, if not downright deceitful. There is an element within this hobby that places multiple advance orders for new items and wait to see which supplier gets them in first - they then cancel all the other orders. Possibly because of this some retailers list stock as soon as it arrives in the UK (or even before!) even though they do not have the stock at their premises. This means that the punters sometimes end up paying more and still not getting the stock at once!

Any thoughts?

60134

 

QUOTE (60134 @ 22 Dec 2006, 13:08) <{POST_SNAPBACK}>In the last year I have become aware of a practice that is pretty shoddy, if not downright deceitful. There is an element within this hobby that places multiple advance orders for new items and wait to see which supplier gets them in first - they then cancel all the other orders. Possibly because of this some retailers list stock as soon as it arrives in the UK (or even before!) even though they do not have the stock at their premises. This means that the punters sometimes end up paying more and still not getting the stock at once!

Any thoughts?

60134

Difficult one as the retailers are fighting the multiorder crowd and the mulitorder crowd are fighting the retailers. I usually wait and see the item first either on the web or my local shop and then decide if I want it or not and then purchase from my chosen retailer.

Darren

 

Simple answer to that. Retailers who take pre-orders should request a small non returnable deposit for all pre-orders placed. If this is a serious issue for retailers who list items for sale ahead of actual delivery of stock there is little option but to do this. Both parties then have a comitment to each other.

The games console industry takes a pre-order deposit so why not the model railway industry?

The fact is given the unreliable delivery dates offered by manufacturers/stockists it seems only reasonable that those who take deposit based preorders should offer those customers who do preorder the option of cancelling the order and getting their deposit back if the promised delivery date passes. The law might take a dim view of any company who does not offer this cancellation option in the event of a failure to deliver.

Happy modelling
Gary