This past weekend I began construction of Dragon’s 1/350th USS Mobile Bay (which I plan on making up as the USS Vicksburg). After gluing the two hull halves together I then tackled the prop shafts. I noted the starboard shaft was not only warped, but had one of the support struts broken off. Although I searched the poly bag the parts had come in, it was no where to be found.
Monday morning I contacted Dragon’s Customer Service Center via their web site, explained the difficulty, and requested a replacement part. When I next checked my e-mail that evening I had a reply from Dragon requesting more data which I supplied. Yesterday afternoon the wife advised while she was doing some genealogy research on the internet I had received an e-mail from Dragon advising they were shipping out the replacement part Tuesday. They not only apologized for the broken/warped part, but also in taking so long in replying; a day and a half!
This has to be quickest response for a replacement part I’ve ever experienced in my 50 years of model building. While I only have had to request a part on 5 or 6 occasions in the past, I have had some real trials and tribulations in dealing with different model manufacturers.
Again BRAVO ZULU to Dragon. In my opinion they are out to give kit manufacturers a good name. It is indeed refreshing to find a company whose Customer Service does provide a service to the customer.
p.s. By the way, Dragon did not have a fee for this service as some manufacturers do.
Dick McC
I had a similar experience with Trumpeter. I ruined a critical decal and contacted them about purchasing a replacement decal sheet. A day later (keep in mind that they are in China) I got an email saying that they would gladly replace the decal sheet and asking for my address so they could send them. It did take a while for them to get here from China, but get here they did. And, as with your Dragon part, there was no charge for the replacement.
Why is it so difficult for many companies to understand how much things like this mean to customers? Some companies go out of their way to help their customers whereas others won’t even talk to them. Don’t they understand that both sides of the coin are made known to a lot of people? If I have a choice of doing business with a company that cares for their customers and one that doesn’t, guess which way I’m going to lean.
Glad to hear of your experience. If I ever need the assistance, it’s good to know they are reliable.
Regards, Rick
Nice to hear they appreciate their customers. I recently needed TWO ENTIRE SPRUES that were missing from my Robby the Robot kit from Polar Lights. No reply to email, and the customer service person told me they can’t replace parts. Now I’ve got Robby standing here with no parts in his head[:(!]
Via the afternoon mail I received the replacement starboard prop shaft from Dragon - three days after I queried them about it. Can’t complain about their service. Now if they would only come out with a Oliver Hazard Perry class frigate!
Dick McC
I might be more inclined to buy a Dragon or Trumpeter product after hearing these stories. Shame on Polar Lights for not replacing parts[V]
-Dave