discussion Well done Airfix...

[BarryW]

The mark of a good company is how they respond when something goes wrong.

The problem with the canopy transparencies in the 1/24 Typhoon are by now well known. I got my kit last week and after close inspection found a small 'break' near where the canopy attaches to the sprue and when I held it up to the light found it very distorted though mine was not as bad as some reported.

I emailed Airfix on Friday, yesterday had a request to the sprue id which I sent them this morning and now I just had this email....

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Dear Mr Williams

We are very sorry you have experienced problems with the product A19002.

The problem with the Q sprue, is not common to all the kits.

Problem was only found after the mould inspection when the clear sprue had been standing for several days.

The sprue feed was changed to eliminate this problem.

Would seem that some incorrect parts have slipped through.

We have despatched the Q sprue for you today.

Once again sorry for any inconvenience caused.

Regards

Airfix spares.

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Well done Airfix - You cannot expect a better response than this and what a contrast to what happened with Trumpeter recently where I have still not got a mssing part for my Avenger notified to them nearly 4 months ago.

Airfix are not only now producing now top class kits but their after sales service is without a doubt the very best.

 

[Guest]

Second that Barry. Airfix are now a force to be reckoned with.

Their new mouldings are really good. The plastic they use must be high grade as it is very difficult to break a piece. Also the plastic allows latitude in bending pushing things into position with out that "crack" noise or the buckling syndrome. Very nice for sanding and filling using Mr Surfacer 500. The designer has been very brave as in some places 3 or 4 pieces come together in detail and very neat they are. Just add that only minimal filling was required. I have only had one problem and that was the large front cone but a good part of this was down to my impatience.

On the Merlin Helicopter the detail could not be improved on. Very realistic to the real thing. The fitting is first class. Some long pieces on the Helicopter are curved in two directions. I was very sceptical. It seemed impossible not to have to use fitting skills (bodging) in abundance when I looked at these fuselage large lumps but it just went together and I was literally stunned.

Have all their Herrick Afghanistan range and look forward to building them.

Laurie

 

[John]

Barry, try ringing Pocket Bond 01707 391509 they are the UK distributors for Trumpeter, they should be able to help.

 

[BarryW]

John - It was Pocketbond through whom I dealt with the issue. After ringing them I got a list of requirements that included cutting off a bar code and label from the box etc and sent it to them. The last time I rang it was like pulling teeth to get info or help out of them and I knew, just knew, from the attitude nothing would be done. Terrible. I also messaged Trumpy direct including a complaint about the attitude of Pocketbond. It was a massive contrast to Airfix who just needed an email and confirmation of what thew sprue was.

 

[bluriusz]

Good for you.

I have an older 1/32 Revell's Tornado, but I had no decals. Searched for them everywhere with no luck (apart from variants for the kit, such as Desert Storm). Decided to give a try with their customer support. No answer for good five days, then a letter through my letterbox. From Revell with apologies that it took them couple days to reply and an order number and explanation that all replacement orders are processed by HQ in Germany and that it will take about 6-8 weeks. It was start of June if I remember. Today A4 letter from Revell with a nice new decals for newer kit, but when I've checked inbox reviews it's a repack of the kit I have

It seems that all companies now feel the pressure and competition and they do all they can to make customers happy.

 

[Guest]

Thanks for the heads up, I obviously need to check out the canopy on mine when I get home. It is reassuring to know that Airfix are giving such good after sales service, which helps to balance things out with the foreign competition a bit.

 

[Guest]

Another plus five stars for Airfix.

Merlin Helicopter. Broke and lost a piece of the pipework on the outside. Very intricate piece flying off in all directions at differing angles otherwise I would have constructed a replacement.

Ordered mid last week by email. Said that it was my fault.

Arrived this morning no charge no postage charges. Brilliant. How to gain support and happy customers. A couple of years back and they were very sullen about these things.

Laurie.

 

[The Migrant]

Airfix have even sent spare parts to me here in Canada, at no charge.