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 Rank: Newbie Groups: Registered
Joined: 16/06/2021 Posts: 3 Points: 9 Location: United Kingdom
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Hi, I was just wondering if anyone else if having difficulty getting the issues in the UK. Not because of a shortage but because DeAgostini are unable to get the delivery address right because of their computer systems. I started the X-Wing subscription in December 2020 and so far I have only received the first 4 packages and that is because the people at the address where they get delivered to sent them over. They are obviously as frustrated as me as they no longer do that and keep sending them back to DeAgostini. The account keeps getting suspended, because of the returns, without any notification to me. So far I have phoned them about 5 times and sent various emails but the helpdesk, as friendly as they are, have no power to resolve an issue like this. Each time the answer is the same, "we know we have computer issues and we have someone who manually has to fix the addresses each time" (believe it or not). As yet I have yet to receive anything direct to my address and have not received anything since March. What is even more frustrating is that they cannot escalate any issues, offer a full refund from issue #1 (which is currently my preferred option), or even, when the issue is fixed (!?) send back issues together in order to catch up. At this rate it feels like it will be many years before I complete this if at all. As an ex-CTO I would be doing my utmost to make sure an issue like this was resolved but no one at DeAgostini seems to care.
Apologies for posting this on this forum but I really don't see where else I can ask. I may try writing to them by getting details off of LinkedIn.
So if anyone has any influence or knows how an issue like this can be resolved please, please, please let me know.
Many Thanks, Simon
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 Rank: Super-Elite        Groups: Official Builds, Administrators, Moderator, Global Forum Support, Registered Joined: 04/06/2011 Posts: 4,512 Points: 13,696 Location: ipswich
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I'm not sure if we can help here with this one as the X-Wing is now being handled by Fanhome. We don't have anything to do with that kit now.
A PM to 'Admin' here may help but I suspect you might get the same answer.
Roy.
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Rank: Newbie Groups: Registered
Joined: 16/06/2021 Posts: 3 Points: 9 Location: United Kingdom
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Hi Roy. Many thanks for your quick reply. I will check with Fanhome to see if they can do anything. Do they distribute it in the UK?
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Rank: Super-Elite Groups: Official Builds, Administrators, Moderator, Global Forum Support, Registered Joined: 04/06/2011 Posts: 4,512 Points: 13,696 Location: ipswich
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Yes - they are the UK distributor.
Roy.
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Rank: Administration  Groups: Administrator, Administrators, Forum Support Team, Global Forum Support, Global Forum Support Team, Moderator, Official Builds Joined: 24/08/2009 Posts: 1,928 Points: 5,796 Location: UK
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Hi Martini,
If you started your sub through DeAgostini, they will keep "servicing" your sub, not FanHome. (or, that was the last word I heard....)
Shoot me a PM, with your account details, and I'll forward it on to the Global CS manager.
My apologies for the hassle!
Mark
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Rank: Newbie Groups: Registered
Joined: 16/06/2021 Posts: 3 Points: 9 Location: United Kingdom
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HI Mark, Thanks for that. Yesterday another package got returned to them so the account went to suspended after we had managed to get it going again in the morning. But, they are now convinced that they have the right address so I'll wait for the next delivery and if I still don't get anything I will take up your offer. Many Thanks.
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Rank: Administration Groups: Administrator, Administrators, Forum Support Team, Global Forum Support, Global Forum Support Team, Moderator, Official Builds Joined: 24/08/2009 Posts: 1,928 Points: 5,796 Location: UK
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Ok! Please do not hesitate to reach out, should you need anything.
Cheers,
Mark
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