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 Rank: Pro Groups: Joined: 24/08/2009 Posts: 48,827 Points: -13,348
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Woobag wrote:mr_frog wrote:Should we be alarmed at the lack of a reply to this question?
Has anybody heard anything? I think we should be very alarmed! We should be kept updated on this. Simon Quite agree. Lack of communication is very poor. Is it UK banks only where there is a problem? John
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 Rank: Super-Elite        Groups: Official Builds, Administrators, Moderator, Global Forum Support, Registered Joined: 04/06/2011 Posts: 4,520 Points: 13,720 Location: ipswich
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You have to bear in mind we are a forum for modelling - we are NOT in any way part of C/S.
Admin here works tirelessly to get answers and resolve problems but at the end of the day, customer issues are not something we can easily fix.
Roy.
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Rank: Pro Groups: Joined: 24/08/2009 Posts: 48,827 Points: -13,348
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I understand that queries should be directed to customer services and that is exactly where I sent my email.
I have found c/s rather lacking in response on various issues in the past so nothing has changed!
John
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 Rank: Elite Groups: Unapproved
Joined: 24/05/2010 Posts: 1,761 Points: 5,351 Location: London & Greece
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roymattblack wrote:You have to bear in mind we are a forum for modelling - we are NOT in any way part of C/S.
Are they not run by the same company?
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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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z8000783 wrote:
roymattblack wrote:You have to bear in mind we are a forum for modelling - we are NOT in any way part of C/S.
Are they not run by the same company?
Hi John, We are not the same company. The forums exist completely independently of the retail arm. We have ZERO insight into stock levels, customer info, subscription. The main function of the forums was to support the customer while they were building their model. I say “was” as it was a decision on my part to allow CS issues to be posted here. Previously, there was a zero tolerance policy, under the previous admin. I recognized that when complaints are aired, the last thing you want is to be fobbed off again. I can’t generally produce parts, but I CAN generally get accurate information.
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Rank: Elite Groups: Unapproved
Joined: 24/05/2010 Posts: 1,761 Points: 5,351 Location: London & Greece
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Thanks, Mark
Is the forum not owned and run DeAgostini and the CS company a supplier working for them?
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 Rank: Beginner Level 1  Groups: Registered
Joined: 22/09/2021 Posts: 9 Points: 27 Location: United Kingdom
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General related question: How long do you guys feel would be ‘long enough’ before cancelling Subs due to continued lack of product? In the event this option is forced on us I trust a full refund will be forthcoming. What is the use of a box full of expensive unconnected incomplete model parts?! This will be my last DeAg venture for sure - would be really happy to leave with the GT40 complete as intended. Right now - not entirely confident… Paul. "If you can smile when things go wrong - you have someone in mind to blame."
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 Rank: Amateur Level 1 Groups: Registered
Joined: 11/02/2016 Posts: 36 Points: 88 Location: Edinburgh
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I,FOR ONE, AM RAPIDLY LOSING PATIENCE WITH DeAg.
WHAT IS ALSO FRUSTRATING IS ,IN ALL LIKELYHOOD, THERE IS A WAREHOUSE SOMEWHERE, WITH ALL THE ISSUES TO COMPLETE THE MODEL.
I JUST WISH THERE WAS A BIT MORE 'CLARITY' ABOUT WHAT'S GOING ON.
THIS LACK OF COMUNICATION DOES NOTHING TO INSTILL CONFIDENCE.
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Rank: Beginner Level 1 Groups: Registered
Joined: 22/09/2021 Posts: 9 Points: 27 Location: United Kingdom
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Couldn’t agree more! To add insult to injury - following the suggestion elsewhere in the Forum that PayPal payments seemingly are still going through - I contacted Customer Services (again) to seek guidance - yeah you guessed it - nada! If my income stream was cut off I would welcome my customers trying to pay me. What is wrong with this picture?  "If you can smile when things go wrong - you have someone in mind to blame."
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Rank: Superelite  Groups: Registered
Joined: 10/05/2010 Posts: 2,608 Points: 7,519 Location: Lincolnshire
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Exile31 wrote:General related question:
In the event this option is forced on us I trust a full refund will be forthcoming. What is the use of a box full of expensive unconnected incomplete model parts?!
Paul. Understandable sentiment. I have cancelled all of my subs, except Falcon (even though the lack of shipments and resolution has been going on the longest) for exactly this reason, but i would seriosly doybt they will give you a refund. Otherwise everyone would have surely done this by now. Would dearly love to be proved wrong on this, but......
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Rank: Elite Groups: Unapproved
Joined: 24/05/2010 Posts: 1,761 Points: 5,351 Location: London & Greece
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Unfortunately, this is typical of the activity you see just before a company goes under.
The next step is often forums going down. You may want to swap contact details of anyone you want to stay in touch with before that happens.
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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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z8000783 wrote:
Unfortunately, this is typical of the activity you see just before a company goes under.
The next step is often forums going down. You may want to swap contact details of anyone you want to stay in touch with before that happens.
I can, unequivocally state that DeAgostini is ABSOLUTELY NOT “going under.” This is pointless, useless rumour mongering, with NO basis in fact, and is absolute fiction. As I mentioned previously, the payment processing company is experiencing issues. Unfortunately, for reasons I have not been told, it isn’t just a pattern of switching companies to “plan B.” I’d asked about customers switching to PayPal (which is processing just fine, thank you) but for whatever reason that is not a viable option either. I’m letting this post stand. However, any further rumour mongering will be deleted. I have always had a personal policy of being honest with you all, and I will not be altering that policy. Best, Mark
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Rank: Amateur Level 1 Groups: Registered
Joined: 11/02/2016 Posts: 36 Points: 88 Location: Edinburgh
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I DON'T THINK FOR ONE SECOND THAT ANYBODY IS QUESTIONING YOUR HONESTY, MARK,
BUT IT'S STILL DAMN FRUSTRATING WHEN WE ARE TOLD NEXT TO NOTHING ABOUT THE SITUATION OR HOW IT IS GONNA GET FIXED (AND THE TIME-FRAME).
IF PEOPLE ARE TOLD NOTHING, YOU CAN'T BLAME THEM WHEN THEIR IMAGINATION GOES INTO OVERDRIVE...
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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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mr_frog wrote:I DON'T THINK FOR ONE SECOND THAT ANYBODY IS QUESTIONING YOUR HONESTY, MARK,
BUT IT'S STILL DAMN FRUSTRATING WHEN WE ARE TOLD NEXT TO NOTHING ABOUT THE SITUATION OR HOW IT IS GONNA GET FIXED (AND THE TIME-FRAME).
IF PEOPLE ARE TOLD NOTHING, YOU CAN'T BLAME THEM WHEN THEIR IMAGINATION GOES INTO OVERDRIVE... I ABSOLUTELY agree! I really try not to blow sunshine up everyone’s skirt, but while I know some of the details, I do not know the resolution. I have received assurances that things will resume, and subs will be fulfilled. I’m pushing for an official announcement from Italy that will address the situation. I’m aware of the frustration involved in not bowing a thing, and I share it, albeit for different reason. Best, Mark
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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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Woobag wrote:mr_frog wrote:Should we be alarmed at the lack of a reply to this question?
Has anybody heard anything? I think we should be very alarmed! We should be kept updated on this. Simon CHILL. Guys, D’you think that that might have been just what I was doing up there? It’s a far sight more than you are hearing elsewhere, but “Non-answer??” There is ZERO reason to be alarmed. It’s yet a damn glitch in a messed up world. I am seeking an official response, and provided a link to this thread. As soon as I hear back, I will post it ASAP. THREAD LOCKED
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