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I know from time to time there some complaints about customer service on the forum. I haven't had a need until yesterday to deal with them. I think it is only fair to tell everybody that I have had excellent service from them. I messaged them yesterday regarding a couple of broken parts in issue 84. and a got a message same day telling me replacements are shipped. If that's the case and they arrive in 28 days as stated, then I would have to say my experience of Deag customer service is first rate!!  “Whenever you find yourself on the side of the majority, it is time to pause and reflect.”
-Mark Twain
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 Rank: Pro  Groups: Registered
Joined: 25/04/2011 Posts: 165 Points: 471 Location: Glossop
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jase wrote:I know from time to time there some complaints about customer service on the forum. I haven't had a need until yesterday to deal with them. I think it is only fair to tell everybody that I have had excellent service from them. I messaged them yesterday regarding a couple of broken parts in issue 84. and a got a message same day telling me replacements are shipped. If that's the case and they arrive in 28 days as stated, then I would have to say my experience of Deag customer service is first rate!! Customer service has always tried very hard for me. They are alwayus helpful and pleasant. Their problem is they can only tell us what they have been told. This information is sometimes flawed. Deags problem is that their distributation is farmed out to a seperate company. If they had it in house the complaints hopefully would fall First Build HMS Victory and HMS Endeavour Also Krick steam boat "Victoria" Cheers Ivan (Ordinary Seaman) http://www.old-glossop.com
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 Rank: Beginner Level 2  Groups: Registered
Joined: 25/08/2011 Posts: 19 Points: 57 Location: New Forest
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I agree. when i had broken or missing parts i had them sent out and recieved within a week. However i am still waiting for issues 13,14,15 &16 but that being said im sure customer services have nothing to do with stock management!
Mike
First ever build... Wish me luck!!
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 Rank: Super-Elite     Groups: Registered
Joined: 24/04/2010 Posts: 5,787 Points: 17,662 Location: Stafford, United Kingdom
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I have always had good service from CS, If I have had a problem it has always been sorted out  I must say the BMW`s (BICHERS MOANERS and WINGERS)who come onto the forum just to complain,and then they go again without making any positive contribution to the forum  Get on my nerves!!!!!!!  This has a negative impact on the Forum. Thank goodness its a small % Rgards Mike MWG BUILD DIARIES: HMS VICTORY, SOVEREIGN OF THE SEAS, SAN FRANCISCO II, HMS HOOD, HMS ENDEAVOUR LONGBOAT, HMS VICTORY X-SECTION, 007 DB5, NISSAN GTR, CUTTY SARK, RB7, AKAGI, BARK HMS ENDEAVOUR, HUMMER H1, MITSUBISHI ZERO.
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Rank: Pro Groups: Joined: 24/08/2009 Posts: 48,827 Points: -13,348
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Top of the home page - "Use of the forum"If you have a complaint about service or product please contact 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. Here's how to contact them... http://forum.model-space...t.aspx?g=posts&t=94
If you are not helped, or your problem not resolved by them then you can of course send a message to the forum Admin, however for your own security, do this as a private message as you will need to supply account details. We will then try to find out with customer services why they are not able to help you. However, don't PM Admin without first going to customer services otherwise you will simply be passed on to customer services. This is a discussion forum and has no links to customer services!
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Rank: Beginner Level 3 Groups: Registered
Joined: 18/10/2011 Posts: 27 Points: 51 Location: essex
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MWG wrote:I have always had good service from CS, If I have had a problem it has always been sorted out I must say the BMW`s (BICHERS MOANERS and WINGERS)who come onto the forum just to complain,and then they go again without making any positive contribution to the forum Get on my nerves!!!!!!! This has a negative impact on the Forum. Thank goodness its a small % Rgards Mike Sorry Mike Ive never considered myself as a BMW as I have and will continue to make positive contributions to this forum.As I have said I have just reported my experiences in the hope that everyones experiences with deagostini improve.If that makes you mad then Im sorry and Im glad you and other forum members have had positive experiences.Forums are there for everyone to have a voice All I can say If it makes you that mad dont read them  .
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Rank: Pro Groups: Joined: 24/08/2009 Posts: 48,827 Points: -13,348
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What Mike is saying is that customer service matters should be directed to customer service via email or phone, and as a last resort via PM to Admin, the forum is not the place to be voicing customer service matter's.
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Rank: Beginner Level 3 Groups: Registered
Joined: 18/10/2011 Posts: 27 Points: 51 Location: essex
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Tomick wrote:Top of the home page - "Use of the forum"If you have a complaint about service or product please contact 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. Here's how to contact them... http://forum.model-space...t.aspx?g=posts&t=94
If you are not helped, or your problem not resolved by them then you can of course send a message to the forum Admin, however for your own security, do this as a private message as you will need to supply account details. We will then try to find out with customer services why they are not able to help you. However, don't PM Admin without first going to customer services otherwise you will simply be passed on to customer services. This is a discussion forum and has no links to customer services! Sorry Mr T It wasnt my intention to go through the forum to contact or enter dialogue with customer services .I just reported my experience and customer services entered the fray through this.I will of course take onboard what has been said .Regards 
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Rank: Beginner Level 3 Groups: Registered
Joined: 18/10/2011 Posts: 27 Points: 51 Location: essex
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Tomick wrote:What Mike is saying is that customer service matters should be directed to customer service via email or phone, and as a last resort via PM to Admin, the forum is not the place to be voicing customer service matter's. All due respect Mr T thats what you are saying not Mike .The last thing I want is to fall out with Mike over this as he makes a fantastic contribution to the forum and the build and from the contact Ive had with him previously he seems like a thoroughly nice chap.It is very hard to stay positive when a third of your issues are missing.There seems to be a hell of a lot of complaints running throughout all the forums with the same common thread .
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Rank: Super-Elite Groups: Registered
Joined: 24/04/2010 Posts: 5,787 Points: 17,662 Location: Stafford, United Kingdom
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Hi Godey, the expression was not made to you, and if I offended you it was not my intention, and as far as I am conserned we have not fallen out,It was as MR T has stated Regards Mike MWG BUILD DIARIES: HMS VICTORY, SOVEREIGN OF THE SEAS, SAN FRANCISCO II, HMS HOOD, HMS ENDEAVOUR LONGBOAT, HMS VICTORY X-SECTION, 007 DB5, NISSAN GTR, CUTTY SARK, RB7, AKAGI, BARK HMS ENDEAVOUR, HUMMER H1, MITSUBISHI ZERO.
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Rank: Beginner Level 3 Groups: Registered
Joined: 18/10/2011 Posts: 27 Points: 51 Location: essex
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MWG wrote:Hi Godey, the expression was not made to you, and if I offended you it was not my intention, and as far as I am conserned we have not fallen out,It was as MR T has stated Regards Mike Thanks Mike onward and upward my friend
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Rank: Super-Elite Groups: Registered
Joined: 24/04/2010 Posts: 5,787 Points: 17,662 Location: Stafford, United Kingdom
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Cheers Godey MWG BUILD DIARIES: HMS VICTORY, SOVEREIGN OF THE SEAS, SAN FRANCISCO II, HMS HOOD, HMS ENDEAVOUR LONGBOAT, HMS VICTORY X-SECTION, 007 DB5, NISSAN GTR, CUTTY SARK, RB7, AKAGI, BARK HMS ENDEAVOUR, HUMMER H1, MITSUBISHI ZERO.
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Rank: Pro  Groups: Registered
Joined: 20/03/2010 Posts: 462 Points: 1,299 Location: Tortuga !
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MWG wrote: the BMW`s (BICHERS MOANERS and WINGERS)
Lots of Laughs Mike, so does that mean MWG is Moaners Wingers and Groaners!!! 
Please dont take offence Mike it is said in good taste and without predjudice.
RussHappy Building, Russ On the workbench: My Victory Build Diary - Victory Cross Section Build Diary - Black Pearl Build DiaryUnder the Bench: Millenium Falcon, Black Pearl x 2, Coral Victory Cross Section, De Lorean
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Rank: Super-Elite Groups: Registered
Joined: 24/04/2010 Posts: 5,787 Points: 17,662 Location: Stafford, United Kingdom
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Cheers Russ,   I thinck its great, it appeals to my sense of humour, because as you have probibly noticed I can not spell!!!! Regards Mike MWG BUILD DIARIES: HMS VICTORY, SOVEREIGN OF THE SEAS, SAN FRANCISCO II, HMS HOOD, HMS ENDEAVOUR LONGBOAT, HMS VICTORY X-SECTION, 007 DB5, NISSAN GTR, CUTTY SARK, RB7, AKAGI, BARK HMS ENDEAVOUR, HUMMER H1, MITSUBISHI ZERO.
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Ha ha ha “Whenever you find yourself on the side of the majority, it is time to pause and reflect.”
-Mark Twain
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Rank: Beginner Level 3 Groups: Registered
Joined: 18/10/2011 Posts: 27 Points: 51 Location: essex
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Credit where credits due just recieved a couple of my missing issues a big relief .Thank you customer service
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Rank: Pro Groups: Registered
Joined: 20/03/2010 Posts: 462 Points: 1,299 Location: Tortuga !
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Tomick wrote:What Mike is saying is that customer service matters should be directed to customer service via email or phone, and as a last resort via PM to Admin, the forum is not the place to be voicing customer service matter's.  TOTALLY AGREE MR T !!!!! Happy Building, Russ On the workbench: My Victory Build Diary - Victory Cross Section Build Diary - Black Pearl Build DiaryUnder the Bench: Millenium Falcon, Black Pearl x 2, Coral Victory Cross Section, De Lorean
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