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 Rank: Amateur level 2 Groups: Registered
Joined: 14/09/2020 Posts: 43 Points: 135 Location: Pittsburgh, PA USA
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My quarterly check-in. I am past 1.5 years without getting #17...Dustin and others in same boat I am assuming you have not gotten either?
Comically bad customer service.
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Rank: Member
Groups: Registered
Joined: 28/01/2020
Posts: 16
Points: 48
Location: Baltimore, MD
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I'm in the same boat. I'm missing the Jaguar Pack 22 (Issues 85-88). Today marks 1 year and 8 months that I've been waiting for this pack. What is even more frustrating is that this is the very last pack that I need to finish the model. In other words, I've paid almost full price on a model and have nothing to show for after 3 years. This is not how you treat customers. This company is still in business selling other crap but have failed to fulfill their commitments to their existing customers. I would never recommend this company to anyone ever again. Shame, shame, shame... Either ship us the remaining packs or refund us the money.
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Rank: Amateur level 2 Groups: Registered
Joined: 14/09/2020 Posts: 43 Points: 135 Location: Pittsburgh, PA USA
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Unbelievably, I just received this email from De Agostini USA, after nearly 2 years of me calling and emailing them trying to get the rest of my Jaguar subscription. This is the first email that they have sent me in more than a year:
"Dear customer,
We are reaching you from Customer Service of Model Space - DeAgostini regarding the collection you have with us.
We are sorry to inform you that, since we did not receive any response regarding your will to complete your model, unfortunately your subscription has been cancelled.
If you want to be up to date about our newest releases, take a look at deagostini.com and fanhome.com websites!
We hope to see you again in the future among our customers.
If you need any further assistance, we are here to help you.
Thank you for your time and for choosing Model Space.
Model Space - DeAgostini
Customer Service
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Rank: Administration        Groups: Registered, Forum Support Team, Administrators, Global Forum Support Team, Moderator, Official Builds Joined: 09/11/2012 Posts: 7,942 Points: 23,012 Location: East midlands
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Hi mattsanf,  I have on your behalf forwarded this info today for some sort of clarification as to what`s going on. I personally cannot sort it, but bringing it to someone`s attention "MAY" help. Regards delboy271155 (Derek) COME BACK GUY FAWKES "YOUR COUNTRY NEEDS YOU"
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Rank: Amateur level 2 Groups: Registered
Joined: 14/09/2020 Posts: 43 Points: 135 Location: Pittsburgh, PA USA
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Thank you! I will take whatever help I can get :)
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Rank: Amateur level 2 Groups: Registered
Joined: 14/09/2020 Posts: 43 Points: 135 Location: Pittsburgh, PA USA
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Well, the weblink to this forum from the US DeAgostini site seems to no longer work for the last few days, so I now need to come to this forum via the UK link.
No responses from DeAgostini yet on my customer service requests about their above problematic email either.
This feels like they are slowly choking off their remaining USA presence. Not sure why anyone from the USA would trust them with a credit card at this point.
Sad way for a company with so much history and potential to fade away.
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Rank: Administration Groups: Registered, Forum Support Team, Administrators, Global Forum Support Team, Moderator, Official Builds Joined: 09/11/2012 Posts: 7,942 Points: 23,012 Location: East midlands
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mattsanf wrote:Well, the weblink to this forum from the US DeAgostini site seems to no longer work for the last few days, so I now need to come to this forum via the UK link.
No responses from DeAgostini yet on my customer service requests about their above problematic email either.
This feels like they are slowly choking off their remaining USA presence. Not sure why anyone from the USA would trust them with a credit card at this point.
Sad way for a company with so much history and potential to fade away. Hi,  Think it must have been a GLITCH in the system. I have just switched into the USA system and seems to be fine.  Please check and reply with your findings. Regards delboy271155 (Derek) COME BACK GUY FAWKES "YOUR COUNTRY NEEDS YOU"
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Rank: Amateur level 2 Groups: Registered
Joined: 14/09/2020 Posts: 43 Points: 135 Location: Pittsburgh, PA USA
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Nope, still not accessible from the USA link. Works fine from UK link
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Rank: Amateur level 2 Groups: Registered
Joined: 14/09/2020 Posts: 43 Points: 135 Location: Pittsburgh, PA USA
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Can someone provide me with a DeAgostini USA support phone #? They are not answering my emails, and they no longer seem to post a phone # that I can find.
I am really getting the sense that they are actively avoiding USA customers.
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Rank: Member
Groups: Registered
Joined: 28/01/2020
Posts: 16
Points: 48
Location: Baltimore, MD
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The US phone number is: 877-544-6779
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 Rank: Pro Groups: Registered
Joined: 25/12/2019 Posts: 218 Points: 659 Location: Manhattan, NY
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Anybody have any luck yet? -Dustin
“Details make perfection, and perfection is not a detail.”
-Leonardo Da Vinci
Currently Building:
Porsche 2.7 RS
Currently Collecting
Jaguar E-Type, Ferrari F40, Ferrari 250 GTO, Lamborghini Miura, Ford GT40, Ecto-1, Japanese Zero, Porsche 917, Lancia Stratos
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Rank: Amateur level 2 Groups: Registered
Joined: 14/09/2020 Posts: 43 Points: 135 Location: Pittsburgh, PA USA
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After I called them, they eventually responded to me via email telling me that they will not be able to fulfill the rest of my Jaguar subscription because they no longer make the kit.
They offered me a choice of a couple of other old no longer available kits (that I do not want) as a substitute. I told them that I did not want the offered substitute kits, and suggested an alternative current production kit or my money back. That was about a week ago. they have gone silent again.
We will see.
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Rank: Pro Groups: Registered
Joined: 25/12/2019 Posts: 218 Points: 659 Location: Manhattan, NY
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Thanks for the into. At least they’re finally acknowledging the truth of the situation. I saw the writing on the wall two years ago. Hopefully they do the right thing, because I want to build the Lotus that was just released. I want to build all of it though…not just the first 65% -Dustin
“Details make perfection, and perfection is not a detail.”
-Leonardo Da Vinci
Currently Building:
Porsche 2.7 RS
Currently Collecting
Jaguar E-Type, Ferrari F40, Ferrari 250 GTO, Lamborghini Miura, Ford GT40, Ecto-1, Japanese Zero, Porsche 917, Lancia Stratos
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Rank: Administration Groups: Registered, Forum Support Team, Administrators, Global Forum Support Team, Moderator, Official Builds Joined: 09/11/2012 Posts: 7,942 Points: 23,012 Location: East midlands
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Hi Guys, I fully understand how frustrated you must be feeling with this situation. Please give me a few days and I`ll ask some questions to see what can be done. I will get back to you ASAP on this thread. Regards delboy271155 (Derek) COME BACK GUY FAWKES "YOUR COUNTRY NEEDS YOU"
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Rank: Pro Groups: Registered
Joined: 25/12/2019 Posts: 218 Points: 659 Location: Manhattan, NY
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Thanks Derek -Dustin
“Details make perfection, and perfection is not a detail.”
-Leonardo Da Vinci
Currently Building:
Porsche 2.7 RS
Currently Collecting
Jaguar E-Type, Ferrari F40, Ferrari 250 GTO, Lamborghini Miura, Ford GT40, Ecto-1, Japanese Zero, Porsche 917, Lancia Stratos
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Rank: Administration Groups: Registered, Forum Support Team, Administrators, Global Forum Support Team, Moderator, Official Builds Joined: 09/11/2012 Posts: 7,942 Points: 23,012 Location: East midlands
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bfam4t6 wrote:Thanks Derek You`re welcome, the question has been asked, now its me waiting for an answer. Regards delboy271155 (Derek) COME BACK GUY FAWKES "YOUR COUNTRY NEEDS YOU"
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Rank: Member
Groups: Registered
Joined: 28/01/2020
Posts: 16
Points: 48
Location: Baltimore, MD
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admin wrote:Hey Dustin
I’ll ask.
Mark Any updates?
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Rank: Administration Groups: Registered, Forum Support Team, Administrators, Global Forum Support Team, Moderator, Official Builds Joined: 09/11/2012 Posts: 7,942 Points: 23,012 Location: East midlands
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wndsrfr wrote:admin wrote:Hey Dustin
I’ll ask.
Mark Any updates? Have sent you a PM. Have also sent PM`s to bfam4t6 and mattsanf. Please respond. Regards delboy271155 (Derek) COME BACK GUY FAWKES "YOUR COUNTRY NEEDS YOU"
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Rank: Amateur level 2 Groups: Registered
Joined: 14/09/2020 Posts: 43 Points: 135 Location: Pittsburgh, PA USA
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Thanks for the help Derek!
So after more than 2 years, I have a positive resolution.
DeAgostini has agreed to give me the GT40 kit for free as a replacement for more than 3/4 finished Jaguar kit that they no longer can fulfill. I requested the GT40 as the one kit I might take as a substitute. For some reason they want to do it as a 12-month build rather than send all at once, but whatever at the point.
I would have preferred to complete the Jaguar or get a refund, and had no intention of making the GT40, but am willing to accept this as better than getting nothing...which is where were heading until the last couple of weeks.
So I encourage others who got screwed on the Jaguar to reach out to Derek to try and get a settlement.
Good luck all and thanks again to Derek for doing his best to mediate for us.
Matt
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