[lanslide]

I started this thread as a tribute to Century Wings and look what it has turned into!

[tripoli]

Sorry about that. We do get to see all sides of the customer service though.

Just to note as well, I hate to see a thread like this degrade to something of this nature. It is one of the reasons I tried to keep my contacts with all involved private and e-mail based. It is also the reason I gave up hope on it earlier. I think taking something like this public and arguing back in forth can be counter productive most of the time. And I expect usually of it cannot be resolved head on privately, there is little chance in a public venue to do so. Its only been with a bit of prodding by a couple members as well a couple distributors that I have tried yet again.

[lanslide]

Well, I still have faith that this will get resolved to your satisfaction. Keep us posted! CW seems to be a great company since they publicly offered replacements for certain defective models.

[timbo]

Triopli I hate to say this but I agree with Landslide here.

I challenge you to tell me ANY company that will support you if you buy your product out of that geographic sales region (ie North America/Europe/etc). I can't think of any - including Car's. Using your earlier example - buy in one city get it fixed in another - you have still ultimately bought a car sourced from the North American distributor, and so can expect full warranty support. Buy the same car from Europe/Asia - it goes wrong - yes they will fix it, but it will be on your dime. Same goes for Electronics, in fact it's even worse here buy from a grey source in this country and you are out of luck - Warranties are null and void once most products are re-exported or sourced though unofficial channels.

If anything your beef should be with Flying Tigers as they were the ones that fulfilled your order, not CW.

[tripoli]

Every warranty I look at going through official distribution points do hold to their warranties. I do not go through grey sources or unofficial distributors or third parties. I went through a official CW distributor as expressed on their own web site. Also listed on their web site:
" (If Century Wings exports the products to overseas directly, Century Wings supports and bears the round-trip freight charge even replacement from overseas.)"
You can argue the issue of whether or not they should cover an issue like I am experiencing. I have to say it really comes down to your customer service and how well you want to treat your customers.

[zed550]

what do you want century to do that they are not doing already?
you are the only person that seem's to be kicking up such a fuss about this

[tripoli]

Ideally, I was hoping they would replace the defective wing at the cost I paid and at no further cost to me. I don't think that is too much to ask.
You have a case posted here where they replaced a wing gap plane with two replacements. I think my case was a bit more extreme and I was asking if they would do the same. Nothing more, although I think after all I have gone through, it would all the more be willing to do so. I am not the only one by the way on this thinking, multiple distributors have noted so as I posted above and others have contacted me with support. No further word from CW, seems to be as stubborn as a mule though on this.

[Andrew]

Originally Posted by tripoli

Ideally, I was hoping they would replace the defective wing at the cost I paid and at no further cost to me. I don't think that is too much to ask.
You have a case posted here where they replaced a wing gap plane with two replacements. I think my case was a bit more extreme and I was asking if they would do the same. Nothing more, although I think after all I have gone through, it would all the more be willing to do so. I am not the only one by the way on this thinking, multiple distributors have noted so as I posted above and others have contacted me with support. No further word from CW, seems to be as stubborn as a mule though on this.

But seriously, they didn't ask you to pay such a steep price for shipping. They offered to replace it for you, from what you said earlier, with another model that is in stock so long as you pay for the shipping. It is very unfortunate that this scenario happened to you, but I have yet to hear any company that would do better than what they've tried so for. If you were in Japan, they might consider shipping it to you free of charge. But shipping something like their Tomcats to where you are would probably cost half as much as the retail price of it. I think your venting your frustration in the wrong direction to be be honest. You should really be aiming it at whoever sold it to you as they are the ones who should be responsible for getting it replaced.

[tripoli]

Yep, extremely fustrating any way I have looked at it. Going back to England or Japan is costly on my side ( checked, 50 to 60 dollars to ship.) Which means it would cost me as much just to ship it back as buying a new one. So basically, I am screwed on doing that. I would pay three times the amount to get one good model back. I already spent twice as much to get it here in the first place. I have already paid a steep price for the defective piece. And no side really wants to deal with it, although each side has technically a policy to do so.

Really, the best thing for the customer (me) is to send it back to a local distributor to keep said shipping price down. BUT I have been told I would have to pay the shipping to and fro and would get back half the money I spent back with the one model return. Another great deal there, spend two and a half times the amount to get one model back. Just super service there.

Anyone else hear the word boondoggle screaming through their heads? After sending hours of e-mails and getting absolutely no where, THATS the reason why I gave up on Century Wings. Was so upset I decided to just drop the collection. Then the Flying Tigers shop came back and said, go for it, get their attention as well Jeff Gilmore from Aim Higher Jets, echoed to give them a second chance. Fight for it. Then Skunky on my CW sale thread chimes in with don't over react, get their attention, they are sure to make things right. And finally I see another member get what I had asked for with another issue on their return. Figuring I have the extreme case, and support, I have again pushed for resolution on this.

But the powers to be have been darn silent on the return issue. I e-mailed Century Wings a link to the thread, you know they are aware of it. Flying Mule as well and the Flying Tiger shop is aware as well and at least replying in support. Which is why I have been so fustrated and continue to be. Worse yet with my beginning enthusiasm for this company, I was writing to others getting them to be distributors and carrying this line. I wanted to see them expand out and create more of these super models because I think they are great pieces. I was cheerleading them on and now get stepped on and over.

But right now, I think their customer service is screwin the pooch. Stalled. Upset? You betcha.

[lanslide]

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.

Tripoli, is this the post from earlier in this thread that you are referring to when you say someone got two models in return for one defective one? If so, I understand this differently. It appears that he got two replacements for TWO defective models. Will this member (Min) please clarify? You should get ONE replacement for ONE defective model at no cost to you - nothing more and nothing less - PERIOD.