I just opened my first resin cockpit the other day, it’s the Eduard Brassin kit for Academy’s 1/48th MiG-29.
Needless to say, being my first resin/PE cockpit detail kit, from my perspective it is a bit overwhelming. It got worse when I realized almost all of the PE parts were mislabeled/misnumbered on the included instructions. I promptly checked online to see if an updated pdf was avail. Nope, same.
No big deal on the majority of the PE, but for the tiny placards and other very small bits which are not identifiiable from the tech drawings, it is a huge deal.
So just for giggles, I emailed a request to Eduard. This was Saturday afternoon.
Today (Monday, less than 48 hrs later) I woke up to a reply email from Eduard, thanking me for pointing out the boo-boo, and linking me back to the product page with a corrected set of pdf instructions.
This is crazy-good customer support/service, and thought it worthy of sharing here.
It’s nice to hear about them having a good customer service. You reminded me that I still have to ask them for a set of replacement cannon barrels for their Hellcat Royal Class kit (my kit came with one of the barrels snapped in 2 pieces…
You are probably the umteenth person to indicate this .I too have had good luck with EDUARD .I sent them a snail mail about ME messing up some P.E for the 1/350 NORTH CAROLINA kit by TRUMPETER . I explained my mess-up and asked for the price for a replacement sprue of P.E. for those parts . Lo and Behold six weeks later they send me the whole set , complete and well packed between cardboard .On the invoice NO CHARGE ! Now , that’s my experience with them .
Eduard just flat out rocks. Their customer service is great and their products are awesome. I even spent the money to join their “Bunny Fighter” club. What I love about these guys is their sense of humor. When my Bunny Fighter arrived it included a thank you letter pointing out that it’s important to remember to have fun with a hobby, made of course to look like some sort of official document. They also just threw in a stack of coasters from their Sptifire beer line. From a builder/supplier relationship, these guys just get it. They produce great kits with loads of extras at relatively reasonable price (Imagine what a Tamiya “Royal Class” would go for!). The fact that they offer different levels for different buyers (Weekend, Profi, Royal) just seems to state that this is a model/accessory maker that also builds and knows what the average model builder would like to see in their kits.
I don’t think I’ll feel badly even though being relatively new here I didn’t realise this sort of thing has been reported before. IMO, the internet can be a whining board for negative experiences. I think it is a good thing when a company doing a good job gets praised for others to see.
I’m glad that Eduard has apparently changed their approach and were actually helpful. I dealt with them 4-5 years back about two missing parts and it was a nightmare. It’s nice to get great customer support and service.
