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 Rank: Pro     Groups: Registered
Joined: 17/06/2013 Posts: 169 Points: 510 Location: Hereford United Kingdom
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It has now been 7 weeks since I received Pack 11. For a partwork that was supposed to be monthly, this is not acceptable. we are already months behind due to circumstances we should have been kept abreast of, and wasn,t. Now an extra 3 weeks between packs. I for one will no longer trust in DeAgostini. when taking on a partwork, it is the same as taking on a contract, deagostini have broken that contract with no satisfactory explanation. I will complete the build, should I ever get the final pack, and I think it will take a lot to get me back......
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 Rank: Vice-Master  Groups: Registered
Joined: 05/04/2013 Posts: 540 Points: 1,630 Location: England
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I am in the same boat. I enjoy the partwork's here but the customer service (or lack of) over the past year has really got me done. I can not fault my experiences with my Red Bull 7 and Hummer builds as they were pleasant and if anything any issues I had with parts were rectified quickly and I often ended up with extras. My experience with the Skyrider and 3D printer have been completely different. My Skyrider should of finished in January My 3D Printer should of finished this month. Both are around 3 months behind. Problems with these subscriptions have included. Late packs, no dispatch emails, frequent damaged / missing / wrong parts and incorrect instructions. This is not the experience I was getting before these builds... Deagostini seem to be releasing more products than ever at the moment which indicates to me something major is going on but this all seems to be at the expense of the customers. Finished 3D Printer, RB7, Hummer, Skyrider drone & Combat tank collection http://www.model-space.com/gb/
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Rank: Vice-Master    Groups: Registered
Joined: 07/01/2015 Posts: 856 Points: 2,479 Location: Sevenoaks, UK
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Still Model Space support and general quality, both of the product and the service, is so much better than other publishers I will leave unnamed... Consider that both 3D printer and the drone are complex and technologically advanced partworks, requiring a lot of various, often custom-made components. Manufacturing or logistics issues do happen sometimes and while I can appreciate someone getting impatient, I think a bit more of understanding might be in order.... We're getting wonderful and complex products, unique and not seen before on the partwork market - and I'm sure requiring unique and not known before logistic effort. Especially with the drone, last pack contains an impressive variety of parts: receive, RC controller, body parts, camera, electronics, battery... I can totally see one item not arriving from manufacturer on time, holding the whole pack - especially with the Chinese New Year quite recently. I looked at my account today and it looks the Pack 09 of 3D printer should arrive any day now, and Pack 12 of the drone is allocated to be sent on 21st. Check your account, if it's not shipping yet I'm sure it will in a few days. Not much more wait now. I will still probably just crash mine on the first day... Any images I post on my personal builds are free to be used and shared under Creative Commons Attribution license, which means you can do what you want with them, on the condition you mention I'm the author.
Happy building :-) http://www.model-space.com/gb/
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Rank: Pro Groups: Joined: 24/08/2009 Posts: 48,827 Points: -13,348
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kenjara wrote:I am in the same boat. I enjoy the partwork's here but the customer service (or lack of) over the past year has really got me done.
I can not fault my experiences with my Red Bull 7 and Hummer builds as they were pleasant and if anything any issues I had with parts were rectified quickly and I often ended up with extras.
My experience with the Skyrider and 3D printer have been completely different.
My Skyrider should of finished in January
My 3D Printer should of finished this month.
Both are around 3 months behind.
Problems with these subscriptions have included.
Late packs, no dispatch emails, frequent damaged / missing / wrong parts and incorrect instructions.
This is not the experience I was getting before these builds...
Deagostini seem to be releasing more products than ever at the moment which indicates to me something major is going on but this all seems to be at the expense of the customers. Releasing more product is because that is what the market dictates, you guy's are simply wanting more and more product!
This has no bearing on it being at the expense of customers and is unfair of you to suggest such 
You also fail to take account that you get a 'free to access' forum with 24/7 support which provides answers to every question and can resolve c/s matters., no other Partwork company provides such, and neither do they provide regular free to enter competitions with high value prizes!
You guys seem to forget that DeAgostini are not obliged to provide a forum! 
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Rank: Vice-Master Groups: Registered
Joined: 05/04/2013 Posts: 540 Points: 1,630 Location: England
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Hi Tom, please do not take any of these complaints personally because you are the one person that has been most helpful in resolving any issues. With no communication and reason for delays and lack of communications how can you expect anything other than people to make assumptions. It has already been hinted here by staff that some restructuring was going on within the organisation. The bottom line is if I treated my customers like that I would not have a job. Yes the forum is a great place and some lucky people do win nice competitions but that does not counter poor customer service and experiences. If the forum was not there for people to vent their anger people would of taken more extreme means I am sure. Finished 3D Printer, RB7, Hummer, Skyrider drone & Combat tank collection http://www.model-space.com/gb/
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Rank: Pro Groups: Joined: 24/08/2009 Posts: 48,827 Points: -13,348
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ModelSpace is a place for like minded individuals with an interest in model making to discuss model making and present their builds.
It is not a venue for c/s bashing or complaint about delivery., You need to vent your anger through the correct channels.
If you have complaint regarding c/s or delivery delay, then you should send a PM to Admin, myself, or one of the Forum Support Team.
If this cannot be adhered to, we may start to remove such posts.
Thank you.
Topic locked
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