Poor after sale service from Airfix

[Magpie2]

I've invested in the new Airfix Stuka kit 1/48 th Scale.
For the money, retails for under £30 ,it's a fine representation of an early Junkers ju87B-1.
But! Because Airfix insists on putting all the Spru in one plastic bag, one of the fine detail parts on an airolon was damaged, plus there was an air bubble in one of the clear cockpit parts.
No problem I thought! Emailed Airfix after sales and after some toing and froing,was told that replacement parts weren't available and I should contact the retailer from who i purchased the kit from!
This to me, spells. "Fobbed off"
Anyone else out there had good or bad experiences with Airfix after sales?

[Cymru]

There were two parts missing from my Airfix Stuka, it took two weeks to arrive & then they sent the wrong part!!!

[Technophobe]

Not defending Airfix but if I remember correctly, your first port of call should, under the Sales of Goods Act, be the retailers who then have to take up the issue with their suppliers!

Could and have been wrong though...

[sheppsea]

I'm not sure on the law but in this instance I would also have gone to the retailer that sold the kit before anyone else

In terms of Airfix's customer service, I have never had an issue and they have replaced a couple of pieces I lost/broke free of charge as long as they have some available (I gather they only have pieces from parts of kits previously returned), I've always been very happy

[AdamLuscombe]

Just keep asking them, they told me i had to pay for my replacement part. I asked them why and they sent it to me for free Normally their customer service is ok

[digger303]

Not defending Airfix but if I remember correctly, your first port of call should, under the Sales of Goods Act, be the retailers who then have to take up the issue with their suppliers!

Could and have been wrong though...

Thats correct in Australia not sure for other places

[Nev]

In U.K. You have 30 days to ask for a refund or replacement if the product is not fit for sale. I would go to your retailer.

[Magpie2]

Thanks for the advice, guys.
Was trying to save myself some time and effort by going straight to the manufacturer!
Looking at the faulty parts they are both optional, so I have the choice of building the plane on the ground or in the air.
This one is going to be on the ground with the cockpit open for obvious reasons.
Maybe I was being over fussy?!
Still think it makes sense to put sprue in separate polly bags!?
Would be willing to pay a bit extra to save the hassle!
What do you guys think?

[Willem]

I think Airfix should separately bag their canopy parts at least. However, people have been whingeing to them about it for years.

[mincemeat]

I agree, the defective parts aren't the fault of the shop you purchased it from. I guess it depends how much you want to hound them. I received a bust from a well established online retailer. When I opened the package the ear was broken off and a large chunk of the brim of the helmet was broken as well. I contacted the manufacturer and they sent me a replacement head and helmet. I don't see why Airfix should be any different.

[Technophobe]

I agree, the defective parts aren't the fault of the shop you purchased it from...

I believe that the Sales of Goods Act states that any item purchased, which is not fit for purpose, the issue lays with the seller not the manufacturer and therefore should be the first point of contact with any dispute!

I understand that this can be seen as harsh on the seller, as they do not manufacture the goods but they should have the same rights with their supplier, be it Airfix or any other supplier! After all, if a football shirt is bought from Sports Direct and its faulty, the shirt is returned to the store, not the original manufacturer!

Personally, I feel that if companies such as Airfix, offer a replacement service for faulty/lost items, is a bonus but doesn't replace the Sales of Goods Act which I think in fact, covers the first 12 months after purchase (or that might relate to only certain items) but again, I'm no legal expert and could (and have been) be wrong!

[mincemeat]

I believe that the Sales of Goods Act states that any item purchased, which is not fit for purpose, the issue lays with the seller not the manufacturer and therefore should be the first point of contact with any dispute!

I'm not in the UK so that doesn't apply to me. You have a point with the shirt example and I think in most cases that applies. It wouldn't hurt to reach out to the seller to start to see what they could do.

[digger303]

I bought 2 kits of the new spitfire tooling months apart...
Supermarine Seafire F.XVII
Airfix 1:48
A06102

The decals had one flaw in them...bad printing as if it had moved during the printing process and as a result one part of the decal was ruined. There are enough sets to do 2 different aircraft so it isn't a problem if you don't care. I contacted my retailer, he contacted Airfix and they said No we don't have any and no idea when we will. Well that was over a year ago and still nothing and I don't expect any joy now. I suspect the whole print run was damaged in the same way and the original problem may never be fixed and they will continue to sell those kits as is.
As I said it isn't the end of the world, but the attitude is worlds apart from someone like Eduard who will retool an entire kit because the dimensions were slightly out.