Global Scale Modeller

Guys, back to modelling after a long layoff and started on a Dragon IJN Type 2. I have an issue with some of the parts on one sprue A (there are 2, they are badly moulded and unusable. I opened a ticket with DragonCare via the web and received a ticket number but have not had any response as yet.

Its only been a few days but anyone know how quick they are, or if there's a better way to get a response?
Steve

Anyone, someone must have been through this type of issue with Dragon?

rcfanuk wrote:Anyone, someone must have been through this type of issue with Dragon?

I tried over many months and tickets to get a response and I actually succeeded in getting a reply where they said they would send me the missing part.
However it was just all talk and no action. Been 6 months now, all they do is stone wall you into giving up. They are the absolute worst in customer care if it was ebay they would have major negative feedback and nobody would be buying their kits.



Could you do a mold of a good wheel and make one yourself....it would be far more satisfying than that useless draoncare

How long since they gave you the ticket?
I had great response with them twice now and working with them a third time to replace the main mast on my Dragon Scharnhorst that I totaly destroyed.
I don't know where they are located but they answered my emails within a day or two tops. The last time, I had the replacement within a week and a half.

Hi, thanks for the response, the ticket was issued last week and so far I have had no response at all. I have contacted the UK distributor who were very helpful but couldn't supply the part and who also don't have any contact details for Dragon so I could chase!

Steve

d6mst0 wrote:How long since they gave you the ticket?
I had great response with them twice now and working with them a third time to replace the main mast on my Dragon Scharnhorst that I totaly destroyed.
I don't know where they are located but they answered my emails within a day or two tops. The last time, I had the replacement within a week and a half.

where are you located....perhaps they have more than one office for this sort of thing. I have had the most crappy experience with them. Took 4 weeks just to get an email that wasn't an automated reply. then they asked for a receipt as proof of purchase which I supplied. Then nothing for weeks then I contacted them again and again then got a reply saying it was on it's way......WELL what a load of old COBBLERS.
They did seem to have two different contacts....forward@dragon-models.com....and..support@dragonusaonline.com
this was on the 3/08/2016

13/08/2016 11:10 AM, forward@dragon-models.com wrote:
Thanks email, we will check and prepare the parts for you on next 1-2 week.s
Best regards
Nam

This all started in late June. So if you got somewhere with them then I applaud your luck...buy a lottery ticket now !

Thanks for the info mate, I am in the UK but now don't hold out much luck for the bits.
This is very poor customer service

Steve

I am San Antonio, Texas in the states. I sent them an email via their site asking for an update and within an hour I receive a reply back saying that all the information they required was received and now forward to the replacement parts department and they would email me back with an update when one is made. Of course they didn't say how long that will be, but if it was like the last two times I should hear within the week. I will let you know when I hear back.

Thanks, I have emailed and hopefully will get a response.

Guys, I emailed the address digger303 kindly provided (forward@dragon-models.com) and got a response for more info and proof of purchase which is progress.
So thanks again for the help with this.
I'm not sure if the US team will assist me as I am in the UK but at least its a response.

Steve

I am not working with a site in the states, but Dragon's company website @http://www.dragon-models.com.

Thanks, I'll try them if I don't get anywhere

Dragon sent me an email last Friday saying they had the parts I needed and it would be $8 for the parts and shipping. They gave me a 800 number to call for payment which I did today. I was told the parts would ship tomorrow. It took 11 days but with the time zone difference, I think that is acceptable. I hope you get your issue resolve soon.

Cheers mate, glad you're sorted, I'll let you know how I get on

Just an update to my issue.
I sent another email off to them and this time I got a response saying the part wasn't available, but would be soon and they would send it when it was.
So maybe I will have some joy sooner or later. If they had only communicated properly to begin with then I feel some of my worries would have been unnecessary.
It's a long saga.

Glad you hear you are making progress with them. They didn't have everything I needed but I should be able to make due with some leftover PE railings.

Thanks, may have been a bit premature with my answer as still nothing following the first response, even though I have asked for an update a couple of times.
I live in hope

rcfanuk wrote:Thanks, may have been a bit premature with my answer as still nothing following the first response, even though I have asked for an update a couple of times.
I live in hope

I think it may work like like this if they don't have it then they don't answer..... Using the squeaky wheel approach maybe best....annoy the crap out of them by sending constant emails until they answer.

digger303 wrote:I think it may work like like this if they don't have it then they don't answer..... Using the squeaky wheel approach maybe best....annoy the crap out of them by sending constant emails until they answer.

That's my cunning plan mate, annoyance by email

rcfanuk wrote:

digger303 wrote:I think it may work like like this if they don't have it then they don't answer..... Using the squeaky wheel approach maybe best....annoy the crap out of them by sending constant emails until they answer.

That's my cunning plan mate, annoyance by email

Major surprize..... My missing kit parts arrived today. Only took more than 6 months, but majorly happy to get them.....
So hang in there and keep pushing.

Glad you got sorted mate, I'll keep up the annoying and let you know how I get on