Post
by HardenSteel » Wed Jan 25, 2006 11:42 pm
I dont like to post this kind of thing, but I need some advice in dealing with BadCat about replacement parts.
Usually they are excellent about retifiying products that are broken when recieved, But I am getting a bit of a runaround with one warped vertical stabiliter off a German starfighter and 2 broken guns of my hackl. The Zero they sent me was very sad with numerous problems . I sent then an email the day after recieving these items - about 8 - 10 days after buying them. I also cc'd BBI cust service. These were purchased in mid October/05
I heard nothing back from BadCat. BBI was very good about the Zero. (For me, this was to be the best 1/18 scale plane ever produced.) About 3 weeks I recieved replacment parts for the Zero and was extremely pleased. I thought that Bad Cat had initiated that, but apparently not . BBI apparently did this on their own. (Highly recomended.)
So, I send Bad Cat an email stating I'd recieved the stuff from BBI and was wondering about the 21st Century stuff. No answer.
I have a very hectic schedule before Christmas with teaching Iaido and performing in 2 different choirs. So I let this go for a time, knowing that BadCat was being swamped with orders & email - according to their website. I thought it would be best not to bother them during this period. Evidently, I was wrong.
I decide to get a bubble top P47 from Bad Cat just after Christmas. Being a collector, I specific getting a good one. I don't mind a little extra time getting one.
(Bare with me now, I'm getting to the irritating part.)
As always, shipping time is good. However, the P47 is in the worst shape of any product that has ever been shipped to me. The package, however is in very good shape. Inside, I find one propellar broken, both wings are split along the seems and most of the machine guns are broken off. I wondered if, considering how good the packaging was, they accidently sent me a damaged plane. The body is excellent and the rest of the parts are fine. I repair the propeller. The wings are bad enough that I decide I should seek replacement parts which has been done faithfully by 21st Century for every issue I've ever had. I am very grateful for this and it keeps me coming back for more.
Anyway, due to work hours I can only phone Bad Cat on Saturdays. I phone them on the Saturday following receiving the plane and let them know the problem.
Fine, they will contact 21st Century who will send replacement parts. I overhear something about shipping damage. I also mention that I had still not heard about the 2 guns and rear stabilizer for the other 2 aircraft.
So far so good - normal stuff. Then, I'm informed that they do not respond to email problems - to much email & not efficient use of their time. Ok, fine. Then I'm informed that I only have 15 days to respond to any problems with product. I let them know that I responded immediately with email in regard to the parts.
I get an email a few days later saying they have no record of ever recieving it. So I sent some of the quoted information from the original email. I'm thinking to myself I thought the said to me over the phone that they don't do email for this kind of thing.
The next emails I get from BadCat state that they wish to replace the entire p47. But have no record of my email asking for the replacement parts. "However, when answering product questions or resolving customer service issues it becomes a very costly and time consuming way to communicate. More importantly, email is extremely conducive to misunderstandings caused by poor writing or reading and lack of inflection." I also must use a print out form from another email and only have 10 days to get it back to them.
So I sent them the actual original email and cc'd 21st Century on it because of my concern for appropriate customer service. I had already fixed the prop and was on to detailing the body, so I don't want to send that part back and sent them a note stating this and more about how I've purchase over 11 1/.8 scale aircraft and 10 1/18 scale vehicles --blah blah blah. I just want to send back the 2 wings and get replacements - not to mention the couple of parts needed form my other orders.
The last reply was "As with any online purchase pressing the "order" button is the same as signing a contract when making a purchase. " But, they will replace the P47.
I'm thinking with the rapid increase in business, mayby they don't have the time or will to deal with quality control issues.
I'm in the customer service business, as well. We just make it right for the customer, usually whatever it takes,
You'd think after spending so much money on them, they would be more than willing to help. If the manufacturors are sending replacement parts on their behalf, isn't just contacting them. If they have to do this out of their own pocket, perhaps there is more reluctannce.
When I've sent requests to 21st Century - even when it was my fault that something was broken - they have come through - they have been very kind to me.
I might add that in Canada, Merkentile handles these issues for Tamiya and other model companies and never had a problem getting stuff from them either. Mind you, models requireing assembly on sprues seldom get broken in the box.
So my question is what would you do?
I would like just to send back the wings. And I'm not sure what they will do about the other parts. I can only send the stuff on Saturday.
Do you think I'm being unreasonable? I could just repair the 2 hackl guns, but the rear stabilizer is hard to straighten and they did send a replacement for my other starfighter or at least 21 Century did.
I was looking to get both r/c tanks from them, the F-86 and the Avenger when it comes out. But I am having second thoughts if I cant get replacement for damaged or defective parts.
Note: Most of my 1/18 scale collection has been purchased through BadCat, Being in Canada, I have come to rely on them.
Anyway, thoughts would be appreciated!
HD
My distraction right now is with a guy on eBay where I bought the XD P-47 "Eileen". Purchased it on 12/11 and not so much as a response from the guy after paying instantly with PayPal and 3 emails!! Guess I'm a glutton for punishment 
