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 Rank: Newbie Groups: Registered
Joined: 27/06/2014 Posts: 4 Points: 12 Location: Novi,Michigan
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Hello everyone!
I normally don't complain all that much, but the customer service is extremely horrible! I got my first pack for the H.M.S. Victory and was very excited!
This was the first time I had ever attempted a boat like this, so naturally, I screwed up the launch. In the meantime, my second pack had arrived. I continued on with my first pack and started on the second. Somehow, someway, I lost the magazine for the second pack. It was my fault, I just want to make that clear.
I called CS and asked if I could purchase a copy of the second magazine and the parts for the launch. I was told that would send them to me at no charge. Awesome, I couldn't thank them enough! I bring up that the free gift that was supposed to come with the second pack hadn't arrived yet and was told it was on back order.
I received an e-mail about a week later with a digital copy of the first magazine, but not the second. I though, OK, it will be with the launch.
This all happened in August.
A week goes by and I still haven't received my launch, so I call CS and was told it shipped August 25th. I ask about the 2nd magazine and they said they didn't know anything about it, but will send one out. I asked if I could have it e-mailed to me, but was told they didn't do that. I told them that they had e-mailed me the 1st one by mistake and therefore they do indeed do that. I was again told they didn't, but one will be sent to me.
About another week goes by, and I receive part of the launch, not all of it, and no 2nd magazine. I call again. I am told this time that they will send out the other parts and the magazine. Two weeks go by, and nothing. I call again, and am again told the same thing. This is in early October. I bring up the fact that my 3rd shipment is now way overdue and I have not seen it yet. I am at that point told it had shipped on September 25th and should be here anytime. I ask again about the second magazine and am told it will ship with the other parts.
As you can guess, about a week and a half goes by, no parts, no magazine, and no 3rd pack! I call, and CS explains that the 3rd pack that I was told had shipped on Sept 25th had actually been back ordered and would not ship until November. I ask why I was told it had shipped and I received an "I don't know". I asked about the parts and magazine and again, I was told they would ship soon. I ask about the digital copy again and I was told that maybe, the people who ship it might be able to do it but it was up to them. I ask to speak to a supervisor, because I've heard all of this before, and of course they had all gone home for the day. This was at 4:00 P.M. in the afternoon. I was told that I would get a phone call the next day from a supervisor. That phone call never came, shocking!
A week goes by, and, finally, I get the rest of my parts, but no 2nd magazine! I don't feel like calling CS again about the magazine, but I guess I a going to have to. I would hope this is an isolated incident, but, my father has been lied to many times as well! I would explain his story, but, mine is long enough!
So here it is, Halloween and I still don't have my 3rd pack, my "free gift" and my 2nd magazine. I guess I'm at the point of just ending my subscription and look into buying this model somewhere else. I don't quite understand why they don't communicate on this forum to explain to people about the back orders and I am tired of dealing with all of this!
The question I have is, will it be worth putting up with all of us in the long run?
I apologize for the length of this and for bothering you all with my problems, but, My guess is I' not the only one going through this.
Thanks,
Fred
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 Hi Fred Firstly im sorry your having problems with your subscription here in the UK there have bean people with similar problems but it's not a common occurrance im happy to say. Mostly this happens at the start of a subscription and it will sort itself out, its just very frustrating as your itching to start. Its the same for all of us be we new or old to partworks we still wait with bated breath for the next parcel. Experten is the US representative for DeAgostini and he has reported to various US member's who have had problems with supply that stock's for some partworks are low and that's why some of you are having this problem. There are two ways you could look at this, the first is to think that someone didnt order enough in the first place or that sales have been much higher than was initially expected. Personally i would go for the latter. Im pretty sure a member has done a tutorial on the launch that is still on the forum and dont forget to look at the build diarys for tips and if your stuck just ask its what we are here for. Hope you resolve your problem and we see a build diary from you. All the best Andy Current builds:-C57,Zero, Lamborghini Countach, Caldercraft HMS Agamemnon,Robi,R2-D2, MFH Cobra .
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 Rank: Pro   Groups: Registered, Official Builds Joined: 10/02/2012 Posts: 475 Points: 1,237
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Hi Fred, If you could shoot me a PM with your details, I'll have a look into it. I sincerely apologize for your frustrations. It IS a great model, and WILL be worth the delay in getting you your parts. I'm the US forums support guy, and if there is ANYTHING I can do for you, please let me know. Mark Tired, Old, and Cranky!
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Rank: Newbie Groups: Registered
Joined: 21/10/2014 Posts: 4 Points: 12 Location: east coast USA
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Fred..
I'm not sure why you are stating "Bad Customer Service" in my point of view there is "NO Customer Service" . There is alot of us in the same "lifeboat, that is taking on water" with the 3rd pack or 3rd installment. Now as far as what is going on about it ... this is what i have told and discovered over the past month.
1.that it is a teething problem with the start up of the Modelspace in the USA.
2.That there is a problem with software between the warehouse and Customer service with software not being able to share data.
3.That all the parts have to go thru the warehouse in the UK "and the hold up is there".
4.That all ship kits are made in italy by Artisania Latina, which after I informed Experten that the kit is made in China , he informed me that they most be subbing out the parts.
5.That a communication problem exist with in the company, between Warehouse and Customer service.
6.That it is a problem with a new subscription that it takes awhile to get started.
7.Someone didn't order enough parts.
8.Sales where higher they expected so stock is low.
So there you have a few of the noted problems from the Customer Service, as you can see there is no 2 that are the same , and the main point being is i don't think they have a clue what is going on at all. But i will insure that when it comes time to take your payment that it won't be a problem at all for them to do so.
I was informed that my pack 4 will ship on the 9th of November,which is fine with me and pack 3 by the end of the month. which is fine with me also. I will assume that they will send the tool kit as well.( dont really need it).
As far as building this kit with my son to teach him how to build it has been shelved. I ordered the Artisania Latina kit it has difference's and is not recommended for first time builder's. The difference's are slight but all in all if you are not going to paint your HMS Victory then this really is the kit you should have looked at. the different wood and brass cannon's make it look so much better for static display (but this is a personal choice). and it all comes at once.
I will continue my subscription and build this when all the parts are here ( next year i hope).
My advice to Experten and The rest of the upper management : Get customer service tracking software, Update the people to what is going on IN PUBLIC not in a damm PM unless you send it via email to everyone. Get your act
together" you have been doing this for over 4 years to my knowledge and you still have not fixed the problem with frame 15 yet.... yeah i do alot of research..
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Rank: Pro Groups: Registered, Official Builds Joined: 10/02/2012 Posts: 475 Points: 1,237
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There will be an official update soon. By the by, I am not an employee of DeAgostini. What I am is a fellow modeler, who believes in the product, believes in the company, and believes in the future of Partwork Models here in the US. In other words, what I am is a VOLUNTEER. I attempt to help where I can, and am largely successful. However, I will NOT tolerate being quoted out of context, or misquoted in any way as the above post has done. Tired, Old, and Cranky!
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Rank: Pro  Groups: Registered
Joined: 15/07/2014 Posts: 204 Points: 578 Location: Alabama, USA
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As I too am disappointed on being on hold with pack three, I must say that Mark, you have been extremely helpful in assisting me and getting answers for me. As I myself am in sales for a very large fortune 100 company, I understand the pains of product being out of stock and the delay(s) in getting product back to acceptable inventories. Mark, I hope you stay on board and keep volunteering yourself to this forum. I for one appreciate it. Building - DeAgostini HMS Victory, McLaren MP4-23, Suzuki GSX1300R Hayabusa, Harley Davidson Fat Boy, Lamborghini Countach
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Rank: Pro Groups: Joined: 24/08/2009 Posts: 48,827 Points: -13,348
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Hey guys, the forum is a place for like minded people with an interest in model making to discuss model making. It is not somewhere that is equiped to solve customer service or delivery matters.
If you have a complaint about service or product, the first point of contact should be customer services. They are paid by DeAgostini to sort out any problems you have. When you call or email them please keep a record of who you spoke to and when.
However, if your problem not resolved by them, you should then send a PM to the forum Admin, provide your account details and the nature of the complaint.
The HMS Victory announcement can be found here:
http://forum.model-space...amp;m=132531#post132531
This topic is now locked.
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