[swoop]

Thanks Nimrod, assistance greatly appreciated.

[STARMAN 352ND]

Well after the longest wait H.Smith got in touch with me and told me that i would have to pay for the missing item..
I should not have to pay for something that was missing in the first place...I bought a brand new 2007 Corgi
and there making me pay for it again....When it should of been in there the first place.
So from now on ...If i buy any more Corgi's and something is missing i'm sending it back to the vendor for a replacement.
Corgi Customer service is not what it used to be..
This is making me miss Nona even more...
JP

[Cardinal]

I find it particularly sad to see how Corgi is so needlessly squandering the goodwill and positive customer service ethos that was exemplified by the much missed Nona . A company that stops caring for its customers will usually find that its customers will go elsewhere where their custom is still appreciated ...

[Nimrod48]

This miserly penny pinching attitude that Corgi has adopted does leave a bad taste sadly at present they are still the only company that offer a decent range of 1:72 medium & heavy bombers etc.
Looking at the increased activity at HM in recent months they must feel that Corgis share of the market is there for the taking their quality is at least equal to Corgi & they win hands down on price.

[STARMAN 352ND]

After i told Mrs.Smith i should not have to pay for something that was missing from their factory and it was a error on their part not mine or the vendor.
Now Mrs.Smith knew of the other emails between Nona and i (i sent all my emails from Nona on this subject ) and Nona was going to send it to Corgi USA to have them send it to me at no cost..Nona went out of her way to get this part because they did not have it in the UK and she called the factory in China and they sent her the part.That part was suppose to get there before June 1st Nona's last day with Corgi but it didn't make it on time....But that didn't matter to them i guess.
This is what she told me:

Dear JP
I’m afraid that it is my policy to charge for the parts that I send out. The only thing that I can suggest you do is to send it back to the retailer from where you purchased it for a replacement/refund.
Please accept my apologies in this matter.

Kind Regards
Helena Smith
Spares Administrator
Corgi Classics Ltd

[Captain Eddie]

Originally Posted by STARMAN 352ND

After i told Mrs.Smith i should not have to pay for something that was missing from their factory and it was a error on their part not mine or the vendor.
Now Mrs.Smith knew of the other emails between Nona and i (i sent all my emails from Nona on this subject ) and Nona was going to send it to Corgi USA to have them send it to me at no cost..Nona went out of her way to get this part because they did not have it in the UK and she called the factory in China and they sent her the part.That part was suppose to get there before June 1st Nona's last day with Corgi but it didn't make it on time....But that didn't matter to them i guess.
This is what she told me:

Dear JP
I’m afraid that it is my policy to charge for the parts that I send out. The only thing that I can suggest you do is to send it back to the retailer from where you purchased it for a replacement/refund.
Please accept my apologies in this matter.

Kind Regards
Helena Smith
Spares Administrator
Corgi Classics Ltd

That stinks!

[jim]

That is just not good enough Starman. The old saying, for a Ha'path of tar the ship was lost springs to mind. The cost of the parts is next to nothing but goodwill is priceless.

There are too many players in the diecast game now, Corgi had better change its policy and look after its customers better or it may find itself in big trouble.

[JustPlaneNuttz]

Originally Posted by jim

That is just not good enough Starman. The old saying, for a Ha'path of tar the ship was lost springs to mind. The cost of the parts is next to nothing but goodwill is priceless.

There are too many players in the diecast game now, Corgi had better change its policy and look after its customers better or it may find itself in big trouble.

I share your sentiments. When I got involved with Corgi (2nd time -- the first in the early 60s) about 5-7 years ago, they were pretty much the only major player. Of course today that has most certainly changed. And so can loyalties. My eyes are open and I see things that others are doing, and they are doing very well at them. Corgi needs to pay attention to some of these customer service details (like NOT nickel-and-diming over a d@mn 50¢ replacement!) big-time if they want to maintain their precious market share.

[Folgore]

H. Smith also responded to my e-mail. I can indeed get a replacement undercarriage for my Spitfire, but at a cost of £4. I guess I don’t really mind paying for the part + S&H from the UK to California, although £4 seems a bit high. I also recently had to pay S&H for a replacement Dragon part.

While I’m neutral on having to pay for replacement parts, I agree with the rest of you: It does not build brand loyalty. And paying for a part that was missing to begin with is simply not acceptable.

[Gambit]

Originally Posted by Folgore

H. Smith also responded to my e-mail. I can indeed get a replacement undercarriage for my Spitfire, but at a cost of £4. I guess I don’t really mind paying for the part + S&H from the UK to California, although £4 seems a bit high. I also recently had to pay S&H for a replacement Dragon part.

While I’m neutral on having to pay for replacement parts, I agree with the rest of you: It does not build brand loyalty. And paying for a part that was missing to begin with is simply not acceptable.

How long did you have to wait for a response?
I've been waiting 2 weeks for a reply.