Hey Jason,
I don't chime in here that often, but I have a question regarding the upcoming ME-262. Will it include ordinance such as the R4M rockets, or were those not yet standard when Novotny's (SP?) unit first went operational and so won't be included on this release? Thanks for your response!
tman
Admiral Toys Information Q&A (Jason)
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tmanthegreat
- Officer - Brigadier General
- Posts: 11238
- Joined: Tue Oct 05, 2004 7:38 pm
- Location: Central California
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Jason of Admiral Toys
- Officer - 2nd Lieutenant
- Posts: 336
- Joined: Wed May 24, 2006 10:26 pm
- Location: Houston
- Contact:
Here are some answers to some of the questions I have received over the last week or two. You will have to go through and read your/their question to understand my answer. I am not going to restate what was asked.
Shin Densetsu, nope but nice try.
Jericoeagle1, you might be on to something.
der Vogelfanger, I think both of those aircraft should be made in 1:18th, if not by us then someone else. Hopefully in the future we will see those produced, but not anytime in the near future from Admiral Toys.
Tshintl, I cannot be specific, but if you look at our list already announced you will notice a trend to produce armor, etcetera, that have not been produced before.
Boxy30, sounds good…. I think you might just see something in the future. Engineering of cables and structurally sound aircraft is the big concern when looking at Bi/Tri/Quad aircraft.
Flytiger, Shiner Bock is the best beer. It is funny how they sell it at import prices in bars around Texas. We should demand recognition of Shiner as a true domestic.
DocTodd, yes, we will be at the airshow this fall. You might see info on a new aircraft, maybe a prototype. Hope to see you there.
Mark and tkjaer21, thank you for your support. We might just make a couple that are pretty well know as well.
Tigre1, you have listed some interesting choices. I will have to look into these a bit more.
JimBob55, I wanted to do an SBD-3 but it looks like it will not be done anytime soon. There are a couple of other models that we want to get out before tackling this aircraft. Maybe in the future, or maybe someone else will produce it. I personally love the Dauntless. I am sorry for the bad news.
VMF115, you have listed huge aircraft!! If they were produced it would be quite a challenge for any manufacturer. But they would be quite nice models.
scbvideoboy, there is one aircraft that was used in several wars, that civilians often fly, that I think would be a great addition to the 1:18th market. I will leave it up to you to guess which one I am talking about.
The simple answer to your side question is… a lot of money. There is big business in China for plastics. They seem to be the only ones who get it right and for the money you cannot beat there capabilities. In a Texas millisecond we would move our production to the US but no one would be happy paying $200 for what amounts to a plastic toy.
The molds are cut by machine and then get a lot of hands-on work and polishing. For example a small part like the canopy mold is a very complex piece to tool. The molds have hours of polishing by hand to rid the mold of any imperfections. You need a very smooth surface to inject SAN or GP plastic, clear plastics. Imperfections are what will cause much of the distortion or cloudy appearance. So both computers and hands are used to produce molds.
Tiger1, nice fix. We have changed the engineering on our new aircraft. You will see some design changes in our future landing gear. As for changing the F-86… it cannot happen. Tooling is done and other projects have been started.
MightyMustang, I would bet that you will see an F-14 in the future, if not by us then from someone else. It would be a huge model but sales would be strong. We are not in production of one at this time, but maybe in the future.
demonclaw, the release dates cannot be set at this time. Tooling of diecast takes much longer then for plastic. We can tool an A-10 faster then a small 1:72 scale tank (Just an example guys and gals). I cannot get into why, I am short on time. You will find out when they will be released on our website when the time is right. Sorry I cannot give you more definite times, but more then likely the first of next year.
JOC and VMF 115, thank you for the complements. We think we will have more staying power if we keep our customers happy.
tmanthegreat, the first few paint schemes for the ME 262 will be of 262 A-1a fighters. It is a safe bet that next year we will modify the molds to produce an A-1a/Jabo. We did not want holes on our models that did not have such ordinance. Therefore the fighter versions are produced first and then the Jabo.
Regards,
Jason
Shin Densetsu, nope but nice try.
Jericoeagle1, you might be on to something.
der Vogelfanger, I think both of those aircraft should be made in 1:18th, if not by us then someone else. Hopefully in the future we will see those produced, but not anytime in the near future from Admiral Toys.
Tshintl, I cannot be specific, but if you look at our list already announced you will notice a trend to produce armor, etcetera, that have not been produced before.
Boxy30, sounds good…. I think you might just see something in the future. Engineering of cables and structurally sound aircraft is the big concern when looking at Bi/Tri/Quad aircraft.
Flytiger, Shiner Bock is the best beer. It is funny how they sell it at import prices in bars around Texas. We should demand recognition of Shiner as a true domestic.
DocTodd, yes, we will be at the airshow this fall. You might see info on a new aircraft, maybe a prototype. Hope to see you there.
Mark and tkjaer21, thank you for your support. We might just make a couple that are pretty well know as well.
Tigre1, you have listed some interesting choices. I will have to look into these a bit more.
JimBob55, I wanted to do an SBD-3 but it looks like it will not be done anytime soon. There are a couple of other models that we want to get out before tackling this aircraft. Maybe in the future, or maybe someone else will produce it. I personally love the Dauntless. I am sorry for the bad news.
VMF115, you have listed huge aircraft!! If they were produced it would be quite a challenge for any manufacturer. But they would be quite nice models.
scbvideoboy, there is one aircraft that was used in several wars, that civilians often fly, that I think would be a great addition to the 1:18th market. I will leave it up to you to guess which one I am talking about.
The simple answer to your side question is… a lot of money. There is big business in China for plastics. They seem to be the only ones who get it right and for the money you cannot beat there capabilities. In a Texas millisecond we would move our production to the US but no one would be happy paying $200 for what amounts to a plastic toy.
The molds are cut by machine and then get a lot of hands-on work and polishing. For example a small part like the canopy mold is a very complex piece to tool. The molds have hours of polishing by hand to rid the mold of any imperfections. You need a very smooth surface to inject SAN or GP plastic, clear plastics. Imperfections are what will cause much of the distortion or cloudy appearance. So both computers and hands are used to produce molds.
Tiger1, nice fix. We have changed the engineering on our new aircraft. You will see some design changes in our future landing gear. As for changing the F-86… it cannot happen. Tooling is done and other projects have been started.
MightyMustang, I would bet that you will see an F-14 in the future, if not by us then from someone else. It would be a huge model but sales would be strong. We are not in production of one at this time, but maybe in the future.
demonclaw, the release dates cannot be set at this time. Tooling of diecast takes much longer then for plastic. We can tool an A-10 faster then a small 1:72 scale tank (Just an example guys and gals). I cannot get into why, I am short on time. You will find out when they will be released on our website when the time is right. Sorry I cannot give you more definite times, but more then likely the first of next year.
JOC and VMF 115, thank you for the complements. We think we will have more staying power if we keep our customers happy.
tmanthegreat, the first few paint schemes for the ME 262 will be of 262 A-1a fighters. It is a safe bet that next year we will modify the molds to produce an A-1a/Jabo. We did not want holes on our models that did not have such ordinance. Therefore the fighter versions are produced first and then the Jabo.
Regards,
Jason
Thanks for the reply
Jason:
Thanks for the reply
. It's okay about the Dauntless, and I appreciate your kind and frank comments. I'm certainly looking forward to your new releases, whatever they are. You have a great product line and I for one am glad Admiral is giving it a go at the 1:18 aircraft line.
Regards,
JimBob
Thanks for the reply
. It's okay about the Dauntless, and I appreciate your kind and frank comments. I'm certainly looking forward to your new releases, whatever they are. You have a great product line and I for one am glad Admiral is giving it a go at the 1:18 aircraft line.Regards,
JimBob
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VMF115
- Officer - Brigadier General
- Posts: 7112
- Joined: Mon Jul 03, 2006 7:30 pm
- Location: Clear Lake, South Dakota
The Piper Cub is a nice plane but will never find a home with my collectionDocTodd wrote:I bet Jason is referring to the Piper Cub-a much loved plane by many.
Todd
Colonel "Madman" Maddox: Let me hear your guns!
Captain Wild Bill Kelso: My what?
Colonel "Madman" Maddox: Your guns! Ack, ack, ack, ack, ack!
Captain Wild Bill Kelso: [fires his airplane's guns] AHHHH!
Captain Wild Bill Kelso: My what?
Colonel "Madman" Maddox: Your guns! Ack, ack, ack, ack, ack!
Captain Wild Bill Kelso: [fires his airplane's guns] AHHHH!
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Jericoeagle1
- Officer - Major
- Posts: 978
- Joined: Mon Oct 04, 2004 3:15 pm
- Location: Yelm, Washington
Oh I don't know Cessna's and Piper Cubs flew some great missions with the CIA, anyone here of the Blackbirds? They spotted targets for the Air Force. Personally, flying an unarmed Cessna into enemy flak is a ballsy thing to do. I'll take one for sure.VMF115 wrote:The Piper Cub is a nice plane but will never find a home with my collectionDocTodd wrote:I bet Jason is referring to the Piper Cub-a much loved plane by many.
Todd
I'm also hoping the other Aircraft is a P-39, Hurricane, or Typhoon I mentioned that one earlier.
A little song, A little dance, A little seltzer down your pants!~~~Chuckles the Clown.
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Jason of Admiral Toys
- Officer - 2nd Lieutenant
- Posts: 336
- Joined: Wed May 24, 2006 10:26 pm
- Location: Houston
- Contact:
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VMF115
- Officer - Brigadier General
- Posts: 7112
- Joined: Mon Jul 03, 2006 7:30 pm
- Location: Clear Lake, South Dakota
Jason you need to GO BIG before the other guys do,
I trust you and Admiral Toys with the small details and working features that a large aircraft model would have. Have you every thought of just offering pre panted and a few assembled highly detailed cockpits and landing gear parts along with the unfinished air frames, so we can assemble them our selves? Might cut down on cost and we can have a huge aircraft that we can display and play with.
I trust you and Admiral Toys with the small details and working features that a large aircraft model would have. Have you every thought of just offering pre panted and a few assembled highly detailed cockpits and landing gear parts along with the unfinished air frames, so we can assemble them our selves? Might cut down on cost and we can have a huge aircraft that we can display and play with.
Colonel "Madman" Maddox: Let me hear your guns!
Captain Wild Bill Kelso: My what?
Colonel "Madman" Maddox: Your guns! Ack, ack, ack, ack, ack!
Captain Wild Bill Kelso: [fires his airplane's guns] AHHHH!
Captain Wild Bill Kelso: My what?
Colonel "Madman" Maddox: Your guns! Ack, ack, ack, ack, ack!
Captain Wild Bill Kelso: [fires his airplane's guns] AHHHH!
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Jason of Admiral Toys
- Officer - 2nd Lieutenant
- Posts: 336
- Joined: Wed May 24, 2006 10:26 pm
- Location: Houston
- Contact:
Yes the CL-13 is close to being released. We changed one thing on the model; therefore, we anticipate the model will be in Dallas in 3-4 weeks.
VMF115, I like your idea, but unfortunately it would cost us more money to offer a model in parts for assembly then it would a completed model. The tooling cost is cheaper when produced together in sets of molds. OK... I will try to explain it in short form:
Molds for these models are different then you may think. For example the F-86 Sabre has multiple sets of molds. Why? We use several different plastics in the production and several sizes of injected pieces to assemble the model. The wings are in their own mold, the body is in its own mold, the smaller parts such as stabilizers, flaps, ammo doors, struts share a mold, etc. So you already have several sets of molds. Then you must inject different plastics which have their own sets of molds. For example the SAN plastic used to inject the canopies and position lights, the rubber/PVC used to inject the tires, pilots, wiring all have their own set of molds.
So if you have different production lines that would make up the cockpits by themselves and then the airframe by itself and ordinance by themselves, you will have multiple sets of molds with multiple molds per item (even parts in the cockpit would use several different plastics during production, as would the body, landing gear, etc.). This adds enormous cost to the production of products. It is better to have several models in production at the same time. The PVC parts share a mold, the SAN or GP parts share a mold and if you are lucky the ABS parts can share a mold. This is how you limit tooling cost. It is no secret of this industry that the tooling cost make up the majority of cost in production, especially if you do as Admiral Toys does and limit your numbers produced.
Know you may be asking “Isn’t this what I was talking about?” Yes and No. Highly detailed cockpits are just what they are, highly detailed cockpits. An airframe is an airframe. For us it is more practical to put the parts together for you at the factory. This way we know exactly how many cockpits to produce, airframes to produce etc. And if you think about it you would end up paying more for three different parts that require construction then you would for paying for one put together model. But if we did highly detailed cockpits with the airframes that have moving parts and the level of detail that you are mentioning we would absolutely price ourselves out of the market. Look at the highly detailed 1:35 diecast models produced by a certain manufacturer. They cost anywhere from $150-$300 depending on where you look. Know imagine what a 1:18 scale aircraft would cost with the same amount of detail.
These models are what they are… a very nice toy that is nice enough to display. If we broke down our development to focus on every little detail on the 1:1 model we would be priced at the same as other manufacturers, $4,000 to $14,000 per-model, and it would take us six months to complete one model.
I know what it takes to produce these models. I know the cost of every part, nook and cranny. You guys are very close to a limit of detail that can be offered at these prices. I have said over and over that the more you add to a model the more the price elevates. The larger the model the higher the cost you will pay. The large aircraft that have been produced in the past do not have every working part, not to make you frustrated and angry, but because of the economics involved.
I hope this helps to explain a little bit about the 1:18 detail issue.
Regards,
Jason
VMF115, I like your idea, but unfortunately it would cost us more money to offer a model in parts for assembly then it would a completed model. The tooling cost is cheaper when produced together in sets of molds. OK... I will try to explain it in short form:
Molds for these models are different then you may think. For example the F-86 Sabre has multiple sets of molds. Why? We use several different plastics in the production and several sizes of injected pieces to assemble the model. The wings are in their own mold, the body is in its own mold, the smaller parts such as stabilizers, flaps, ammo doors, struts share a mold, etc. So you already have several sets of molds. Then you must inject different plastics which have their own sets of molds. For example the SAN plastic used to inject the canopies and position lights, the rubber/PVC used to inject the tires, pilots, wiring all have their own set of molds.
So if you have different production lines that would make up the cockpits by themselves and then the airframe by itself and ordinance by themselves, you will have multiple sets of molds with multiple molds per item (even parts in the cockpit would use several different plastics during production, as would the body, landing gear, etc.). This adds enormous cost to the production of products. It is better to have several models in production at the same time. The PVC parts share a mold, the SAN or GP parts share a mold and if you are lucky the ABS parts can share a mold. This is how you limit tooling cost. It is no secret of this industry that the tooling cost make up the majority of cost in production, especially if you do as Admiral Toys does and limit your numbers produced.
Know you may be asking “Isn’t this what I was talking about?” Yes and No. Highly detailed cockpits are just what they are, highly detailed cockpits. An airframe is an airframe. For us it is more practical to put the parts together for you at the factory. This way we know exactly how many cockpits to produce, airframes to produce etc. And if you think about it you would end up paying more for three different parts that require construction then you would for paying for one put together model. But if we did highly detailed cockpits with the airframes that have moving parts and the level of detail that you are mentioning we would absolutely price ourselves out of the market. Look at the highly detailed 1:35 diecast models produced by a certain manufacturer. They cost anywhere from $150-$300 depending on where you look. Know imagine what a 1:18 scale aircraft would cost with the same amount of detail.
These models are what they are… a very nice toy that is nice enough to display. If we broke down our development to focus on every little detail on the 1:1 model we would be priced at the same as other manufacturers, $4,000 to $14,000 per-model, and it would take us six months to complete one model.
I know what it takes to produce these models. I know the cost of every part, nook and cranny. You guys are very close to a limit of detail that can be offered at these prices. I have said over and over that the more you add to a model the more the price elevates. The larger the model the higher the cost you will pay. The large aircraft that have been produced in the past do not have every working part, not to make you frustrated and angry, but because of the economics involved.
I hope this helps to explain a little bit about the 1:18 detail issue.
Regards,
Jason
Last edited by Jason of Admiral Toys on Wed Aug 16, 2006 3:48 pm, edited 1 time in total.
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VMF115
- Officer - Brigadier General
- Posts: 7112
- Joined: Mon Jul 03, 2006 7:30 pm
- Location: Clear Lake, South Dakota
Thank you Jason for the insight, I appreciate the work and the craftsmanship that you put in to the models. I think if you ever did produce a Big Jet fighter, it would be the best out there. As for detail I think landing gear, cockpit, ordnance and the markings and paint finish are important, in other words any thing that can be seen with out removing panels.Jason of Admiral Toys wrote:Yes the CL-13 is close to being released. We changed one thing on the model; therefore, we anticipate the model will be in Dallas in 3-4 weeks.
VMF115, I like your idea, but unfortunately it would cost us more money to offer a model in parts for assembly then it would a completed model. The tooling cost is cheaper when produced together in sets of molds. OK... I will try to explain it in short form:
Molds for these models are different then you may think. For example the F-86 Sabre has multiple sets of molds. Why? We use several different plastics in the production and several sizes of injected pieces to assemble the model. The wings are in their own mold, the body is in its own mold, the smaller parts such as stabilizers, flaps, ammo doors, struts share a mold, etc. So you already have several sets of molds. Then you must inject different plastics which have their own sets of molds. For example the SAN plastic used to inject the canopies and position lights, the rubber/PVC used to inject the tires, pilots, wiring all have their own set of molds.
So if you have different production lines that would make up the cockpits by themselves and then the airframe by itself and ordinance by themselves, you will have multiple sets of molds with multiple molds per item (even parts in the cockpit would use several different plastics during production, as would the body, landing gear, etc.). This adds enormous cost to the production of products. It is better to have several models in production at the same time. The PVC parts share a mold, the SAN or GP parts share a mold and if you are lucky the ABS parts can share a mold. This is how you limit tooling cost. It is no secret of this industry that the tooling cost make up the majority of cost in production, especially if you do as Admiral Toys does and limit your numbers produced.
Know you may be asking “Isn’t this what I was talking about?” Yes and No. Highly detailed cockpits are just what they are, highly detailed cockpits. An airframe is an airframe. For us it is more practical to put the parts together for you at the factory. This way we know exactly how many cockpits to produce, airframes to produce etc. And if you think about it you would end up paying more for three different parts that require construction then you would for paying for one put together model. But if we did highly detailed cockpits with the airframes that have moving parts and the level of detail that you are mentioning we would absolutely price ourselves out of the market. Look at the highly detailed 1:35 diecast models produced by a certain manufacturer. They cost anywhere from $150-$300 depending on where you look. Know imagine what a 1:18 scale aircraft would cost with the same amount of detail.
These models are what they are… a very nice toy that is nice enough to display. If we broke down our development to focus on every little detail on the 1:1 model we would be priced at the same as other manufacturers, $4,000 to $14,000 per-model, and it would take us six months to complete one model.
I know what it takes to produce these models. I know the cost of every part, nook and cranny. You guys are very close to a limit of detail that can be offered at these prices. I have said over and over that the more you add to a model the more the price elevates. The larger the model the higher the cost you will pay. The large aircraft that have been produced in the past do not have every working part, not to make you frustrated and angry, but because of the economics involved.
I hope this helps to explain a little bit about the 1:18 detail issue.
Regards,
Jason
And I am happy with my Jolly Rogers and I am anticipating in great eagerness the Patricia and the Me-262.
P.S I would pay up to 150-190 for a F-14, F-15, or any of the big jet aircraft.
Colonel "Madman" Maddox: Let me hear your guns!
Captain Wild Bill Kelso: My what?
Colonel "Madman" Maddox: Your guns! Ack, ack, ack, ack, ack!
Captain Wild Bill Kelso: [fires his airplane's guns] AHHHH!
Captain Wild Bill Kelso: My what?
Colonel "Madman" Maddox: Your guns! Ack, ack, ack, ack, ack!
Captain Wild Bill Kelso: [fires his airplane's guns] AHHHH!
Jason, I recently ordered two of your Panzer III Afrika Corps and one of the models has some defects (glue smudges and poorly glued pieces). I had emailed your customer service address last week and have got no reply so far. Should I deal directly with my retailer on this, or do you guys offer any assistance? Thanks, any info would help.
easy8
Jeremy
easy8
Jeremy
"Wars may be fought with weapons, but they are won by men."
--General George Patton Jr.
--General George Patton Jr.
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Jason of Admiral Toys
- Officer - 2nd Lieutenant
- Posts: 336
- Joined: Wed May 24, 2006 10:26 pm
- Location: Houston
- Contact:
Jeremy,
You emailed us on Friday, today is Monday, give us a chance. We do not work on the weekends at the warehouse. We have received your request and it is being processed.
We boast that are customer service is good, but please give us at least one working business day to take care of your requests.
Regards,
Jason
You emailed us on Friday, today is Monday, give us a chance. We do not work on the weekends at the warehouse. We have received your request and it is being processed.
We boast that are customer service is good, but please give us at least one working business day to take care of your requests.
Regards,
Jason
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Jason of Admiral Toys
- Officer - 2nd Lieutenant
- Posts: 336
- Joined: Wed May 24, 2006 10:26 pm
- Location: Houston
- Contact:
Ladies and Gentlemen:
I am not going to use this forum as an avenue for customer service. You know where to go if you have a customer service question. If you still have a concern about your request please call 940-455-7075 or 940-382-5900.
I am not trying to be rude. I just have too much work to do on a daily basis to track down individual requests. We have a group that specifically deals with customer service.
Again, do not take this as a brush off. It is just that customer service is not in my job description.
However, JOC your request went out yesterday. That is my last reply concerning customer service. I will point people towards customer service, but will not handel it myself.
Regards,
Jason
I am not going to use this forum as an avenue for customer service. You know where to go if you have a customer service question. If you still have a concern about your request please call 940-455-7075 or 940-382-5900.
I am not trying to be rude. I just have too much work to do on a daily basis to track down individual requests. We have a group that specifically deals with customer service.
Again, do not take this as a brush off. It is just that customer service is not in my job description.
However, JOC your request went out yesterday. That is my last reply concerning customer service. I will point people towards customer service, but will not handel it myself.
Regards,
Jason
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Quixote511
- Officer - Colonel
- Posts: 1383
- Joined: Mon Oct 04, 2004 4:27 am
- Location: 1, USA, Ohio, in between Dayton and Cincy
Hello Jason,
Being on the consumer side we often think "why did they do this" or "what were they thinking?" when it come to picking either an aircraft or a tank etc. How much of deciding upon what to produce is homework and how much is guesswork...at which point do you either flip a coin or take a leap of faith on any particular project? Obviously here you have some pretty WWII or history saavy consumers on the board but we are only a drop in the bucket of the overall potential comsumers out there and obviously we all have different opinions too!.....so where do you start? I believe you also mentioned one or two more items coming soon, aircraft if memory serves me? Any new news to share on that?
Oh and I posted a while back that I thought Texas had no cattle and was a "dry" state? apparently I was wrong?..go figure..so...come on out to California and I'll treat you to a Santa Cruz Hippie food restaurant!..they have the most wonderfully odd tasting brownies for desert!
Thanks again for your time
Scott
Being on the consumer side we often think "why did they do this" or "what were they thinking?" when it come to picking either an aircraft or a tank etc. How much of deciding upon what to produce is homework and how much is guesswork...at which point do you either flip a coin or take a leap of faith on any particular project? Obviously here you have some pretty WWII or history saavy consumers on the board but we are only a drop in the bucket of the overall potential comsumers out there and obviously we all have different opinions too!.....so where do you start? I believe you also mentioned one or two more items coming soon, aircraft if memory serves me? Any new news to share on that?
Oh and I posted a while back that I thought Texas had no cattle and was a "dry" state? apparently I was wrong?..go figure..so...come on out to California and I'll treat you to a Santa Cruz Hippie food restaurant!..they have the most wonderfully odd tasting brownies for desert!
Thanks again for your time
Scott
Jason, sorry about that, I must have looked at the date wrong in my "sent" folder...for some reason I thought I saw 14th, instead of 18thJason of Admiral Toys wrote:Jeremy,
You emailed us on Friday, today is Monday, give us a chance. We do not work on the weekends at the warehouse. We have received your request and it is being processed.
We boast that are customer service is good, but please give us at least one working business day to take care of your requests.
Regards,
Jason
. I recieved an email from your customer service dept., thank you for your quick response and attention to my request. Sorry again for the misunderstanding.Jeremy
"Wars may be fought with weapons, but they are won by men."
--General George Patton Jr.
--General George Patton Jr.
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scbvideoboy
- Officer - Captain
- Posts: 831
- Joined: Fri Jan 27, 2006 4:49 pm
- Location: Cocoa Beach
HA I tried that on my boss! He said, "I just added it!" In fact everytime I am tasked with something not supposed to be my job description, he says that: "I just added it" joy o joy.Again, do not take this as a brush off. It is just that customer service is not in my job description.
In todays companies where the rule is to downsize to the bone and expand the remaining positions to fill 2-3 job descriptions, I'm surprised that you said that.
I'm sure you meant it the other way, ie resolving specific customer issues are meant to be handled by another department which allows you to concentrate on your primary job role.
Bet you didn't think this forum was going to be like a kindergarten... hehe
Dave