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 Rank: Pro   Groups: Registered
Joined: 05/05/2014 Posts: 230 Points: 657 Location: Northeast USA
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On 8/19 I spoke with Rebecca about replacing a defective brake disc pack#12 and was told it would take 7-10 days- after waiting almost a month with no results I called again on 9/18 and spoke with Gary; there was a record of my first request but I explained i did not receive the replacement- he assured me that it would be shipped by the following Tuesday 9/23- still nothing! Can be forum moderator please assist or advise me what the next step would be to take please? 
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Rank: Pro Groups: Joined: 24/08/2009 Posts: 48,827 Points: -13,348
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Sorry to hear your having problems.
Had the US team to look into this for you and your parts are now on their way .
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 Rank: Beginner Level 2 Groups: Registered
Joined: 19/05/2014 Posts: 11 Points: 39 Location: Calgary, Alberta, Canada
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I am having problems with pack 4 as I only received the bonus cutting mat in a shipping bag - no parts for stages 11-14. Mat arrived in late September but no parts yet as of mid October. Hope this is not a sign of things to come.
Have contacted customer service who assured me a replacement shipment for pack 4 will be/has been sent out.
Pack 5 payment has been processed and parts shipped on Oct 1st
Crossing my fingers
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Rank: Pro Groups: Registered
Joined: 05/05/2014 Posts: 230 Points: 657 Location: Northeast USA
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Tomick was terrific in solving my parts problem, perhaps he will do the same for you if you PM him. 
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Rank: Pro  Groups: Registered, Official Builds Joined: 10/02/2012 Posts: 475 Points: 1,237
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Hi Chancery, I'm not clear what kit you have from your post. If you can PM me your subscription number, name, and all the rest of that stuff, I'll forward it up the chain. I'm the US forum support member. Sorry for your problems! Tired, Old, and Cranky!
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Rank: Beginner Level 2 Groups: Registered
Joined: 19/05/2014 Posts: 11 Points: 39 Location: Calgary, Alberta, Canada
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I appreciate your help.
status as of this morning Nov 5th.
- packs 1, 2, 3 all arrived fine with no problems over the course of the spring and summer
- original pack 4 shipped on Aug 28. Partial pack - mat only in a bubble pack bag, no parts or booklet - arrived in mid September
- pack 5 shipped Oct 1st - nothing yet
- called and had pack 4 re-shipped on Oct 20th - nothing yet
- called again and had pack 5 re-shipped on Nov 5 - now waiting
- checked mailing address with phone agent and confirmed all was correct with my address
recent breakdown in deliveries via US postal service is very concerning given the cost of each of these packs
phone team has been very responsive, but getting things reshipped only to have them not arrive either is not acceptable.
appreciate any updates you can provide.
someone at the post office or customs must be intercepting my MP4/4 parts to build their own project!
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Rank: Pro Groups: Joined: 24/08/2009 Posts: 48,827 Points: -13,348
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Have edited your subscriber number from your post as its not a great idea to put it on open view.
We are currently investigating Canadian shipments.
I have passed you query to the US customer support team and should have an update for you shortly.
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Guest (2)
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US
