discussion Airfix Customer Service well sort off

[Guest]

My darling new Augusta Westland Merlin.

Looked at the bits & pieces drooling over what had to be done.

Transparent bit looked very nice. Then I noticed through every window canopy etc hairline scratches. On inspection found they were cast, if that is the right expression, marks but like scratches all the way across each piece.

No problems Airfix here I come. This is the answer I got.

Dear Sir

Some of our smaller clear parts do sometimes suffer with flow lines in the plastic.

We are today sending you a replacement set of clear parts.

Unfortunately the stock we have all appear to have some marks, but may be better than the parts you have.

Regards

Airfix Spares

Is that not nice of them. See what they are like first before having another moan. After all I did pay some £40 for the model. Sure the MD would not accept his windscreen with defective lines built in.

Suppose I could pass the faults off as distress battle obtained.

Laurie

 

[Guest]

Off to check mine now

 

[Ian M]

Are they in the plastic or on the surface..

If the latter, maybe they can be polished out.

Ian M

 

[PaulTRose]

just dip in Kleer or the humbrol equivalent.......might sort it

 

[Guest]

Totally unacceptable - sale of goods act says you can demand a refund as the product is not fit for purpose. The fact that they have admitted their culpability meass you are guaranteed a repayment or a differnt kit.

Free legal advice form me!

 

[Guest]

Unfortunately Ian they are embedded in the plastic. Tried polishing one window but no good. It is very smooth on the surface. The defect also goes through the thicker frame on the outside of the window. Shame as the transparent bits are, apart from this, of a really higher quality. There is a definite line to work to when masking.

Will have a go with Humbrol Paul but I think the defect goes all through the thickness of the plastic. When you look at it slightly side on you can see it goes all the way through.

Thanks to you both for advice.

Laurie

 

[Guest]

Thanks Aidan. Yes you are right but want to get on with it. Think though that I will either get a proper replacement or if they cannot some compensation.

All you can say is that their reply is very honest or naive or both.

Laurie

 

[eddiesolo]

Bit of a shame, but Airfix have always seemed to be good at customer service. But, the defects should have been spotted by Q.C and flagged up, on a £4.99 kit you can argue the toss and say fair enough but on a £40 kit that is a lot for some bits of plastic with crummy windows. Hope you get it sorted Laurie.

Si

 

[Guest]

Bit of a shame, but Airfix have always seemed to be good at customer service. But, the defects should have been spotted by Q.C and flagged up, on a £4.99 kit you can argue the toss and say fair enough but on a £40 kit that is a lot for some bits of plastic with crummy windows. Hope you get it sorted Laurie.Si

Fully agree with the deep sea diver!

 

[eddiesolo]

Fully agree with the deep sea diver!

Si

 

[Ian M]

For the main canopy you will have to live with it. If its also in the smaller 'single' windows in the fuselage, you could have a try with using your Gator's grip glue. (the hobby shop one) to make a new window... Try it on a bit of plastic card. Drill a hole the same size as the window opening in the kit then with a cocktail stick. run a bead of it around the inside edge of the hole. Then take a drop more on the stick and put it in the hole, running it around the edge until the hole fills up. Leave it to dry. The next day you should have a very thin clear window.

I have used it a few times. Microscales kristal klear is also very good for this.

Ian M

 

[Guest]

Thanks Ian. There are 12 windows & they are about half an inch square. Just had a look & they have a curve in them to the contour of the side of the fuselage. Each of the windows also has a little frame around it. A real shame as the detailing of the transparent pieces is about the best I have seen. See how I get on.

Going to pester Airfix hoping to get a decent set. Unbelievable especially as this is their flagship, or even helicopter, tut !

Not tried this making windows but must have a go with Crocodile Gator the acrylic. Perhaps I will re name the Gators. Ian Acrylic & Laurie Poly (or is it Polly).

Laurie Poly

 

[Guest]

This is typical airfix from my experience.. Quite disappointing and what I would now expect.

I've was told by airfix (when complaining about part quality and scale errors) that their new mouldings were much better and they would send me a sample, well a crap fitting, flash abundant spitfire in a plastic bag came through the post.

I waited for the new Afghan figures to come into stock so I could finish my blackhawk dio... They were terrible, I managed to build four to some degree of satisfaction and gave the rest to peter on here with an appology for the quality.

Rant over ....

Hope you get the satisfaction you deserve Laurie.

 

[Guest]

No go on ranting Colin I love it.

Laurie

 

[Guest]

Received replacement. Have to say great 24 hours service.

Replacement about 50% better ie 50% have the same marks running through them. There or who ever makes them has a poor quality control system to go on rolling out duff pieces.

So back to them again.

Laurie

 

[Guest]

Well you're slowly getting there Laurie, not that it should be like this.

As you said above ... If their managing director received a car with a cracked windscreen, would he accept a replacement with a smaller crack? I think not!

 

[Guest]

Now into stage two "discussions". My cursory inspection proved incorrect. After my latest complaint that the replacement was not acceptable they emailed asking which pieces were still not acceptable. I told them all of them. True. I had taken another look & found,although fractionally better, all of the windows had faults. Told them it was an expensive model & went something like what would my modelling friends & members of the forum (did not mention which one) think.

Problem is I suspect they do not have any perfect ones at present.

Laurie

 

[eddiesolo]

Now into stage two "discussions". My cursory inspection proved incorrect. After my latest complaint that the replacement was not acceptable they emailed asking which pieces were still not acceptable. I told them all of them. True. I had taken another look & found,although fractionally better, all of the windows had faults. Told them it was an expensive model & went something like what would my modelling friends & members of the forum (did not mention which one) think.Problem is I suspect they do not have any perfect ones at present.

Laurie

If they do not have any perfect ones, at present...then why are they asking £40 for a kit that should be knocked down in price as a second? As you say, other items would be not be sold in that state new, you wouldn't buy a 50'' LCD TV with flashing and pin lines all over the housing, so why a model kit? Price is all relative, they are hawking a new product that isn't up to scratch. Tsk...is all one can say, poor show Airfix.

Si

 

[Guest]

Had a chance to look at mine now. The front screens are perfect ,But the top screens both have an half inch crack in them where they meet the sprue .I touched it through the plastic bag and the crack doubled in size. Flippy floppy hat.

I could camo it in pidgeon dropping, Paint it tinted.

Have to wait until its on the bench.

 

[Guest]

Could not be more right Si. Very awful.

How about their latest screed.

Unfortunately as previously mention the manufacturing process involved to produce larger sprues of smaller parts does some times produce flow lines in clear plastic. We have had people mention dipping the pieces in various varnishes/cear dips to eliminate these blemishes.

We are today sending you a selection of replacement sprue.

Thought that was really nice of them.

Harry I would send an email & get a replacement mate. Perhaps you could also say a colleague is also having problems. That may set the cat amongst Airfix. You have as I have paid for perfection. At least as good as manufacturing allows which Harry is our cases perhaps their norm.

Laurie