21st Customer Service?

Yankee John · Post by **Yankee John** » Tue Nov 20, 2007 9:23 pm

Has anyone else had a problem with customer service at 21st Century?

I emailed them a week ago about a broken part on my Chinese Mig15, and I haven't heard back from them.

John

digger · Post by **digger** » Tue Nov 20, 2007 9:43 pm

I don't think they have the man power to answer all inquiries. Where did you buy the plane, online or in the store? May be worth a return if it came broken.

Yankee John · Post by **Yankee John** » Tue Nov 20, 2007 10:23 pm

digger- Thanks for the info. It's was the last plane at my local WM; I can't complain too much since it was only $15.

I can make the part fairly easily (right landing gear door), but I was hoping for a perfect (and free) fix.

Thanks,
John

tmanthegreat · Post by **tmanthegreat** » Tue Nov 20, 2007 10:24 pm

I agree with Digger on the 21c manpower hypothesis, but there may be more to it than that. The "Chinese" Mig-15 had a very wide distribution, showing up at many Wal Marts across the country. The plane was (in theory) not that difficult to get given that they were at both Wal Mart and the small retailers. It is very probably that 21c has at least a general idea of the distribution pattern for its products, both at the small and large stores. Given that, 21c would probable rather not waste the manpower for a small request when the plane can be easily returned and replaced (again, in theory). However, as we all know with Wal Mart's distribution patterns, that is hardly the case!!

I had a similar experience once with the 21c customer service. When I enquired via e-mail about obtaining the screw covers for my first "Atlantic" TBM Avenger, I recieved a prompt reply essentially saying that if my plane was defective, then return it to the store and exchange it. That was kind of hard to do when the Avengers never showed up at any of the seven Wal Marts in my area

The second time I dealt with the 21c Customer Service, things were better, but I had a small retailer vouching for me. It was another Avenger QC issue regarding a cracked canopy on a "Flight 19" Avenger. I first contacted Matt at BadCat (from where I bought the plane) who then contacted 21st Century. I guess that Matt had more clout as representative of a dealer in 21c products. The request got through, and 21c sent me the desired part, though it was in the gray "Atlantic" paintscheme

Sometimes, I really miss the early days with Arlene

grunt1 · Post by **grunt1** » Tue Nov 20, 2007 10:35 pm

I've had good luck on two occasions. Did them both by phone though having heard numerous people get poor results by e-mail.

I think that whoever handles e-mail is probably not the support person in the parts area, so I'm sure many messages just never make it.

By phone you should (during normal hours) get right to "da man" in the warehouse and be in better shape.

Info is here, ask for Customer Service.
viewtopic.php?t=5402

Yankee John · Post by **Yankee John** » Wed Nov 21, 2007 12:37 am

I have heard about Arlene.

I have a 1/6 R/C Stuart and on another board, those customers that had problems with theirs were quickly handled by her.

John

vmf214 · Post by **vmf214** » Wed Nov 21, 2007 7:01 am

I've only had one experience with their customer service and that was over the Korean Corsair in the Motorworks red box that allegedly only 200 or so were issued to WM for a testbed or something. Anyway it was missing the prop hub and 21st at that time said they don't sell or issue spares but that was several years ago..

sarge · Post by **sarge** » Wed Nov 21, 2007 3:10 pm

I heard about Arlene and how good she was in taking care of the customers. They probably got rid of her on account of that. What they call "customer service" now is probably some dusty dirty closet where all of our requests go. It's been over a year and I'm still waiting for my Avenger screw plugs. That should tell you something. Two years ago I bought that big 1/9th scale Abrhams and one of the drive motors didn't work. Called 21C which it stated to do in the instructions and not to return it to the store. What was 21Cs reply? "We don't want that thing and we don't have parts for it,take it back to where you bought it".
So what customer service????

grunt1 · Post by **grunt1** » Wed Nov 21, 2007 4:04 pm

I don't think they ever issued screw hole plugs for the S1 avenger, other than the ones that came with the second shipment. I'm on the list too.

Your comment about the Abrams reminded me that they also sent me a replacement drive wheel for my 1/6th Stuart. Again, did that by phone not e-mail.

My M1 also broke, due to some big issue the first series had. They hadn't even received one yet at 21C HQ so they said to take back to WM.

I'm betting that the language in the manual that said not to take it back to the store was something that WM, not 21C, insisted on. The hassle in sending something that large back for repairs would far outweigh any margin they had on the product sale.

Something else that would help is to get the name of whoever is helping you. That way you can ask for them when you call back to check.

STUKA · Post by **STUKA** » Wed Nov 21, 2007 4:14 pm

The two times I contacted customer service - both by email - I had no problems and fast return on some small broken parts - but both times the reply stated they would check - as they can only help if the part is available. So my guess is - you get fast service when the part is available and it can be a bit slower when the part is not on hand.

Rogue · Post by **Rogue** » Thu Nov 22, 2007 8:38 pm

I emailed and called 21st.

After no response to my emails, I called and called and called.

At first they would take my number to call me back, then I got the " will take care of it"

Well they never did, and It was the only TBF I saw in D/FW so no exchange was possible.

I finally got the crew door from Flayrah!
The power of GPXD came thru with flying colors.

Should have gotten it from Bad Cat! (but I tried to save a buck)

Small Scale Military Headquarters

21st Customer Service?

21st Customer Service?

CS

21C lack of customer service