[brunowbe]

Hi all,
If you remember back about a month ago I had mentioned that I needed a replacement part for the 1/32 Gerhard Barkhorn Bf 109 that never came with a pitot tube. After Matthew Harrell (formerly of Corgi USA) advised me that my part would be sent to me without mention of paying for it within 2 weeks, I finally receive a letter in the mail from Corgi's "Spares Administrator" Helena Smith dated 4/23/08, in the letter Ms. Smith states that I have to pay 4 sterling pounds for the part, including postage and packaging. That's over $10.00 for a tiny little piece. I am a little confused by why I would have to pay for a part that I was never supplied with when purchasing an unopened brand-new model. I guess their economic woes are worse than we thought if they are hitting people up for their own production and quality control problems. I sent an email to their customer service (I'll let you know the outcome, even though I think I already can guess what it will be) and it states:

I requested a pitot tube for US34903 back on 3/23/08. In the request I explained that I purchased the model brand new (from On Mark International)and it did not have the pitot tube attached. Matthew Harrell responded saying that the part was ordered and would be mailed out to me. I just received a letter from Helena Smith from Corgi in the UK stating that I had to pay 4 Sterling Pounds plus postage for this part. That is paying over $10.00 for a small plastic piece that should only cost mere pennies to produce. Why should I have to pay when it was never supplied to me with the brand new model? This is very poor customer service after I was told by your associate that it would be mailed to me without any mention of cost. I have purchased many models made by your company and intend to purchase many more, however if this is the treatment that loyal customers are going to given, then I feel my monies will be better spent elsewhere. Thank you for your time and God Bless.

[trex0770]

Originally Posted by brunowbe

Hi all,
If you remember back about a month ago I had mentioned that I needed a replacement part for the 1/32 Gerhard Barkhorn Bf 109 that never came with a pitot tube. After Matthew Harrell (formerly of Corgi USA) advised me that my part would be sent to me without mention of paying for it within 2 weeks, I finally receive a letter in the mail from Corgi's "Spares Administrator" Helena Smith dated 4/23/08, in the letter Ms. Smith states that I have to pay 4 sterling pounds for the part, including postage and packaging. That's over $10.00 for a tiny little piece. I am a little confused by why I would have to pay for a part that I was never supplied with when purchasing an unopened brand-new model. I guess their economic woes are worse than we thought if they are hitting people up for their own production and quality control problems. I sent an email to their customer service (I'll let you know the outcome, even though I think I already can guess what it will be) and it states:

I requested a pitot tube for US34903 back on 3/23/08. In the request I explained that I purchased the model brand new (from On Mark International)and it did not have the pitot tube attached. Matthew Harrell responded saying that the part was ordered and would be mailed out to me. I just received a letter from Helena Smith from Corgi in the UK stating that I had to pay 4 Sterling Pounds plus postage for this part. That is paying over $10.00 for a small plastic piece that should only cost mere pennies to produce. Why should I have to pay when it was never supplied to me with the brand new model? This is very poor customer service after I was told by your associate that it would be mailed to me without any mention of cost. I have purchased many models made by your company and intend to purchase many more, however if this is the treatment that loyal customers are going to given, then I feel my monies will be better spent elsewhere. Thank you for your time and God Bless.

Sorry to hear about your troubles bruno....otherwise welcome to the New and Improved Corgi!

Maybe this is part of their new business plan: send out incomplete models and charge for the missing parts. You can't do without the missing parts and Corgi would make a bit extra for each model sold thereby recovering some of their lost profits......savvy!

[Cardinal]

In my opinion, provision of small parts and associated postage costs should be borne by Corgi, particularly when it's clear that the model was purchased new and came with 'factory' flaws/omissions.

The costs involved are really quite small and most likely tax deductible for Corgi, not to mention that good customer relations and subsequent customer goodwill is possibly one of the most effective forms of improving your brand image and building your customer base ...

[Cruver Collecter]

I would have thought Corgi would have sent replacement at no charge in cases like this. Service like that could dissuade folks from making future purchases.

[trex0770]

Originally Posted by Cardinal

In my opinion, provision of small parts and associated postage costs should be borne by Corgi, particularly when it's clear that the model was purchased new and came with 'factory' flaws/omissions.

The costs involved are really quite small and most likely tax deductible for Corgi, not to mention that good customer relations and subsequent customer goodwill is possibly one of the most effective forms of improving your brand image and building your customer base ...

Originally Posted by Cruver Collecter

I would have thought Corgi would have sent replacement at no charge in cases like this. Service like that could dissuade folks from making future purchases.

Corgi did send out replacement parts at no extra charge when Matt Harrell was doing customer service (only a couple months ago when I got my missing parts). Maybe this is why he's not around anymore?....hmmmm.........

[Cruver Collecter]

Originally Posted by trex0770

Corgi did send out replacement parts at no extra charge when Matt Harrell was doing customer service (only a couple months ago when I got my missing parts). Maybe this is why he's not around anymore?....hmmmm.........

I would hope that someone wouldn't get canned for doing right by their customers.

[Canucklehead]

It's also possible Matt didn't want to make the move with the rest of Corgi USA to California.

I got several parts from Corgi UK last year, and I also was charged, but that was for a couple canopies and several sets of landing gear, so it couldn't go letter post if it was to arrive intact. Methinks that a pitot tube, even a 1/32 one, could be dropped in an envelope fairly easy. Ah well, just one more SNAFU Corgi will have to sort out.

[Gambit]

Last year I had to pay for a missing gun cover on a 1:32 Mustang that was bought new.
It was only available in England.

[raddger]

Hmmm,

would sound like it's free only if you live in Blighty.

I have used the spares service on three occasions now from here in the UK (replacement chinook wheels, Broken tonka fuel tanks and missing harrier stand) and been provided with new parts free and in a timely manner.

Raddger

[brunowbe]

I am currently in a state of shock and pleasantly surprised. I found Ms. Smith's email address and sent her a note similar to what I've already posted and received this reply:

Dear Mr Brunow

Thank you for your email.

Corgi do charge for spare parts however, when I received your application for a replacement pitot tube, I was not informed that the piece was missing when you received the item. I will forward it to you without delay.

Sorry for the inconvenience this has caused.

Kind Regards
Helena