I just wanted to acknowledge how fantastic Eduard’s Customer Service Department is. I bought Eduard’s FW 190 A-5 (Used) on E-bay only to discover it was missing some parts. I emailed Eduard about the parts and not only did they replace them, they sent me the “whole sprue” and two catalogs, all in about a two week time frame. Dear other model companies…take notes, this is how its done. Now can we get them to re-engineer their FW 190 series to make it more user friendly? (Ehhh…worth a shot)
Good to hear some companies still know that “customer service” is a way of doing things, not just a department.
Tha’t fantastic and hope that is their new policy and continue with it. Its great to have the manufacturer provide a positive customer service experience.
Unfortunately, I had a terrible one with them . About 2 years ago a friend gave me a 1/48 DVII kit that was missing the brass MG cooling jackets and a couple of small parts. Someone from Eduard finally answered after 4 emails in a 2 month period. They wanted to charge me for the entire PE fret which is very small and the entire sprue for 2 parts plus shipping, bringing the bill almost as much what the actual complete kit costs retail! Sometimes I think its just who answers the email.
Eduard seems to be doing most things right lately. 'Junkie’s ordeal above not withstanding, but generally they seem to have a good business model when it comes to service, pricing, quality and products. I’ve been very pleased with them.
Glad it worked out for you and that you had a positive experience. Things like this along with their impressive line of hop-ups have me convinced that Eduard is going to take over this hobby.
Thanks for the good word on these guys. I’ll have to give them a shot since certain PE parts they manufacture seem to be only available straight from them. I emailed Fujimi once for support on a missing tire, I don’t think they got the message…
I’ve sent Dragon Care a handful of emails in regards to a Stug III kit that they issued without the proper rear wheel axels and mounting parts. This isn’t a one kit issue. Every one of these kits that left there facilities were missing these parts. No response! Not a hello, screw you, or anything. I guess since its am old kit they don’t feel they need to make good on the issue.
That’s good to hear, I need to contact them and see about buying a part that I lost. Don’t feel like scratchbuilding it.