[Andrew]

You gotta hand it to the Japs. I really think they have one of the best customer service levels in the world on average and seem very sincere and genuine about it.

[TopHat]

Originally Posted by SKUNKY

Because of that "thing" you're always doing, Rosie...

Gimme a break!


You have to love yourself before you can spread love to the rest of the world.


Besides, tank nut is constantly bugging me about letting him pitch in and lend a hand.....

[V4lkyri3]

Despite the images Flyng Mule sent me to describe what kind of gaps are elligible for replacement, they are still willing to replace my CWs although the pictures of my CWs I sent them pretty much fall to the OK categories.
I decided to just return the brand new CWs they sent me though, as there's no difference between the old and the replacements in terms of gap.

[tripoli]

I think CW has a super product at a great price. BUT...
Given one of their distributors has given me a bad deal and stuck me with a very expensive model and not responded, I had hoped CW would make up for it. But that looks not to be the case, which is a bit disheartening for me. I know this is a unique case, which is where I had hoped all the more a company that really cares would take the extra step as I had in purchasing this product. At this point, thats not the case, so honestly, I am on the fence about sticking with them in my collection or not. Having bought quite a few and more on order, this customer service has come up short as far as I am concerned. Its bad when you go to such lengths as I had to get that special model and it comes up so short, both on the model and response afterwards.

Check my marketplace sale here:
http://themodelhangar.com/forum/showthread.php?t=21467

[Andrew]

Originally Posted by tripoli

I think CW has a super product at a great price. BUT...
Given one of their distributors has given me a bad deal and stuck me with a very expensive model and not responded, I had hoped CW would make up for it. But that looks not to be the case, which is a bit disheartening for me. I know this is a unique case, which is where I had hoped all the more a company that really cares would take the extra step as I had in purchasing this product. At this point, thats not the case, so honestly, I am on the fence about sticking with them in my collection or not. Having bought quite a few and more on order, this customer service has come up short as far as I am concerned. Its bad when you go to such lengths as I had to get that special model and it comes up so short, both on the model and response afterwards.

Check my marketplace sale here:
http://themodelhangar.com/forum/showthread.php?t=21467

Well thats between you and the distributor/retailer that you paid the very expensive price and the bad customer service. I think they've done the best they can in your case. So don't buy it from whoever it was you bought it from again and find a different retailer. Thats how businesses gain/lose customers. Infact, you should post the name of that retailer/distributor so other people can steer well clear of it. Apart from giving you a replacement of a new Tomcat of a scheme that is still in stock, I really don't know what you want them to do about it.

[tripoli]

The original retailer won't reply from overseas.
CW will replace it but cannot cover the extra expenses of shipping or my cost of purchase from one of their overseas distributors.
I asked the official US distributor to consider handling it with a couple models in return as they had with a wing gap issue posted here by another member and customer, but that was too much to ask.
I could get it replaced for one model (after paying two times the cost for for this obvious defective model) and having to pay additional shipping cost to get it replaced with one model.

I had ordered several wings already from the US distributor, as well other distributors, written up reviews on several boards and had convinced several other model distributors to carry Century Wings.
I did not think it was too much to ask that they consider handling this glaring problem as they had another member here with a wing gap issue, but guess it was too much to expect from them.

Best they could do? Not in my view, deeply disapointed.

[Andrew]

Originally Posted by tripoli

The original retailer won't reply from overseas.
CW will replace it but cannot cover the extra expenses of shipping or my cost of purchase from one of their overseas distributors.
I asked the official US distributor to consider handling it with a couple models in return as they had with a wing gap issue posted here by another member and customer, but that was too much to ask.
I could get it replaced for one model (after paying almost three times the cost for for this obvious defective model) and having to pay additional shipping cost to get it replaced with one model.

I had ordered several wings already from the US distributor, as well other distributors, written up reviews on several boards and had convinced several other model distributors to carry Century Wings.
I did not think it was too much to ask that they consider handling this glaring problem as they had another member here with a wing gap issue, but guess it was too much to expect from them.

Best they could do? Not in my view, deeply disapointed.

I don't think you'd find many companies that would cover the cost to ship it to them. Thats the risk you take when you order from overseas. I think you said before they were still willing to replace it. You just won't get a 200 because they simply don't have any left.

[Min]

I have to say that my experience had been quite contrary to some of the more unfortunate members' here.

I found out about the offer to replace models with gap issues from the initial post on this very thread. Checked my models at home and determined that two of them indeed needed to be replaced. I promptly contacted the local distributor here in Australia (which happens to be HobbyCo) and provided full disclosure on my purchase details: Jolly Rogers AJ200 was purchased from Top Gun in Japan, and Black Knights NF101 was purchased off a friend locally. HobbyCo were unaware of Century Wings' replacement offer but offered to contact them about my request anyway. All this despite the fact that I had not purchased either models directly from them.

I then heard back from HobbyCo a few days later informing me that Century Wings had directed them to either replace my models with ones from their stock or, if they didn't have any left without gap issues, to let them know so they can ship replacements out directly from Japan. I spoke to the manager at HobbyCo who informed me that they didn't have any AJ200s left in stock (fully understandable), and that their NF101s all had gap issues. He then put in a request to Century Wings to see what they could do.

Exactly a week after I made my first call to HobbyCo, a package arrived at my address via FedEx. It was sent by Century Wings from Japan and contained both models (yes, even AJ200!) brand new and unopened in their boxes. Both aircraft were in perfect condition and did not have any gap issues. I can only surmise that they had been checked before being shipped out from Japan. I was then directed to return my faulty models back to HobbyCo for return shipment back to the manufacturer.

All this had been done at no cost to myself (apart from having to travel to Sydney to return the faulty models - I live two hours south of the city) AND despite the fact that I had not purchased the models directly from the distributor.

Now that's what I call service! Both from HobbyCo and Century Wings!

I'm so happy with their service that I've already resolved to place my pre-order for the upcoming A-6 Intruder with HobbyCo.

[Andrew]

Originally Posted by Min

I have to say that my experience had been quite contrary to some of the more unfortunate members' here.

I found out about the offer to replace models with gap issues from the initial post on this very thread. Checked my models at home and determined that two of them indeed needed to be replaced. I promptly contacted the local distributor here in Australia (which happens to be HobbyCo) and provided full disclosure on my purchase details: Jolly Rogers AJ200 was purchased from Top Gun in Japan, and Black Knights NF101 was purchased off a friend locally. HobbyCo were unaware of Century Wings' replacement offer but offered to contact them about my request anyway. All this despite the fact that I had not purchased either models directly from them.

I then heard back from HobbyCo a few days later informing me that Century Wings had directed them to either replace my models with ones from their stock or, if they didn't have any left without gap issues, to let them know so they can ship replacements out directly from Japan. I spoke to the manager at HobbyCo who informed me that they didn't have any AJ200s left in stock (fully understandable), and that their NF101s all had gap issues. He then put in a request to Century Wings to see what they could do.

Exactly a week after I made my first call to HobbyCo, a package arrived at my address via FedEx. It was sent by Century Wings from Japan and contained both models (yes, even AJ200!) brand new and unopened in their boxes. Both aircraft were in perfect condition and did not have any gap issues. I can only surmise that they had been checked before being shipped out from Japan. I was then directed to return my faulty models back to HobbyCo for return shipment back to the manufacturer.

All this had been done at no cost to myself (apart from having to travel to Sydney to return the faulty models - I live two hours south of the city) AND despite the fact that I had not purchased the models directly from the distributor.

Now that's what I call service! Both from HobbyCo and Century Wings!

I'm so happy with their service that I've already resolved to place my pre-order for the upcoming A-6 Intruder with HobbyCo.

Maybe there's hope for Tripoli getting a 200 afterall haha

[Min]

Originally Posted by Andrew

Maybe there's hope for Tripoli getting a 200 afterall haha

Keeping my fingers crossed for him, buddy!