Airfix - With me firmly kneeling on a prayer mat!

[Allen Dewire]

That's really a shame Ron and hard to believe a big firm like that won't even give you a proper human answer.

I had a similar situation recently with a set of resin wheels from DEF in Korea. I mailed them and included a pic of the problem. I had an answer in less than 24 hours and it was from the boss himself. I was also the first person to ever bring the prob to his attention and he said he would correct it accordingly...

Sorry to ramble on in your thread and I do hope you get some satisfaction soon Sir...

Prost
Allen

[spanner570]

Last week, I sent a polite reminder to Airfix's 'Customer Department' stating that I hadn't heard from them (A human, that is) since my initial request for a replacement sprue for a 1/72 Lancaster Bomber I've purchased. I have two port side sprues and requested a starboard one, so I can build the model....

Yesterday I received an email from an Airfix human being denying I had ever sent them ANY emails.

I have on record in my inbox all emails sent to them and the auto response from Airfix.
How can they deny not having ever received them?

I have the patience of a Saint, but to be more or less accused of lying is getting into serious grounds.......

[Jim R]

This is becoming more and more common. Some businesses, not all thankfully, seems to think that "telling lies" is an appropriate way to deal with customers.
What I don't understand it "WHY!". Surely companies realise that nowadays, with all this online, social media stuff, how they treat customers spreads like wildfire.
I hope you get things sorted. At least you have evidence.

[Andy T]

Not good Ron. Let's hope that now you have a real life human involved you'll get a speedy resolution.

[Waspie]

Post your grievance on Face Ache. Including them accusing you of lying.
That usually stires companies up.
I did recently with Boots.
After weeks of being ignored via email and phone. Took less than 20 minutes after posting on faceache to elicit a response.

[scottie3158]

Ron,
Forward them a copy of the original email with a request for an apology and the missing parts.

[Gary MacKenzie]

I hate companies/people relying on autoresponders, as they respond to emails, but, if the system runs a ''spam check'' later and bins it, it may well disappear totally in 30 days.
We set the servers to allow spam folder , but no autobin/autodelete as too easy to accidentally have a mail in the bin get deleted.

[spanner570]

Hi chaps.
A bit of good news - I hope.

After my last email a couple of days ago, I've had a human contact me again from Hornby itself! No, I don't understand either, but I'm letting it slide - for now. As all I want is the correct sprue.

Despite me having proof, they still deny having ever received emails from me in the past. Perhaps the customer service department at Airfix is different from Hornby's, but how Hornby received my latest email, I don't know....and don't much care.

However a very helpful young man at Hornby has requested all the info. I didn't send, sent again and he will post the missing part to me asap.

I've sent all the bumph and the photo, off again, attached to his email, so I know he will receive it. Let's see what Monday brings.....

So watch this space.....

Thanks for all your suggestions thus far. Much appreciated.

Ron

[scottie3158]

Fingers crossed.

[Jim R]

Here's hoping that this is a positive outcome.

[spanner570]

Good news boys! I hope.....

The same, very efficient young man at Hornby has emailed me today and informed me that the large missing sprue containing the starboard fuselage is, as I type, winging its way to me.

He politely still denies he received my previous emails and I believe him. I reckon the cock up is fair and square with that A.I. at Airfix's Customer Services. It simply never reached a human.

Somehow my last email to them arrived at Hornby instead - Yes, I know, how!

Whatever is the truth, I not bothered about pursuing it anymore. In the next few days, I'm hopefully getting the sprue!

Cheers.
Ron

[Waspie]

Good news boys! I hope.....

The same, very efficient young man at Hornby has emailed me today and informed me that the large missing sprue containing the starboard fuselage is, as I type, winging its way to me.

He politely still denies he received my previous emails and I believe him. I reckon the cock up is fair and square with that A.I. at Airfix's Customer Services. It simply never reached a human.

Somehow my last email to them arrived at Hornby instead - Yes, I know, how!

Whatever is the truth, I not bothered about pursuing it anymore. In the next few days, I'm hopefully getting the sprue!

Cheers.
Ron

Hurrah for us humans. See - humans can work - (if AI allows us to!!!!!)

[Jim R]

Good. You're now in the hands of the Royal Mail - so what could possibly go wrong :rolling:

[The Smythe Meister]

Good. You're now in the hands of the Royal Mail - so what could possibly go wrong :rolling:

...... EVERYTHING Jim!!:loudly-crying::tears-of-joy:

[spanner570]

.

Thanks Doug.

Thanks too to Andy and Jim. Considering the finishing post is in sight and the favorite has his whip, that is all I need! :cold-sweat:

As it seems to be my lucky day, perhaps another 'Organisation' has my precious cargo.......

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