A gripe with an internet mail order company. or any of them as a matter of fact...

[cwclark]

hello MRRing brothers...
so yesterday a package finally arrived from an internet model train supplier and as i go thru all the stuff i ordered, i find one package without all the parts..it really ticks me off that anyone that is in charge of the shipping doesn't catch stuff like this...I know these are really small parts, but you would think there would be some kind of quality control...it was a Details West switch stand (style II) ..it had the brass rods, the targets (both diamond and round targets) but were are the switch stands?...anyway, i e-mailed them to make it good but still haven't heard from them....don't you just hate it when that happens?...it sure can put a project on hold....chuck

[MisterBeasley]

So, was the problem with the mail-order house, or with Details West? From your post, it sounds like the quality control problem is at the manufacturer, not the supplier. I wouldn't expect the supplier to examine every kit they ship to make sure all the parts are there. (Hey, I'm happy if they examine my order to make sure all the items are there!)

[Anonymous]

Mister Beasley is right. Unless you want to pay even more for shipping and handling they don't have time to inspect every box and package they ship to make sure everything is in the package. Most likely the guy in shipping doesn't know a switch stand from a night stand. Your beef is with Details West.

[cwclark]

good point!...now i'm gonna e-mail Details West and send them a nasty letter too...it's a $2.95 part but it's the principle of the matter....chuck

[MisterBeasley]

QUOTE: Originally posted by cwclark

good point!...now i'm gonna e-mail Details West and send them a nasty letter too...it's a $2.95 part but it's the principle of the matter....chuck

If you have to send them a second letter, make that one nasty. I don't have any personal experience in mistake-making, of course, but I understand that some people do make them on occasion.

[fwright]

cwclark

I recommend you go a little bit easy here. I don't think a packaging mistake - I doubt the person doing the packaging intentionally left the pieces out - warrants a nasty letter. Rather an informational letter stating what you found and requesting the parts that were left out might get you what you want a lot sooner than a rant. If I were at Details West - and I doubt they have more than a handful of employees - and I received a nasty letter, I would be inclined to let it wait a day or two while I dealt with more pleasant issues. Even if I was at fault. Just human nature.

I've learned a lot selling my Dad's HO collection on eBay. Selling is far more time-consuming than I ever dreamed. Manufacturing on the small scale of most MR producers must be far worse. Little things like making sure I got the road numbers right in the description, and then making sure the road numbers I ship match the item description. Mistakes are easy to make when I have 12 of the same item with each in a different road #. Just yesterday, I was trying to correct an error in an invoice before sending. Accidently hit the send button too soon, and the invoice went out for a four auction win with shipping charges for just one item. Had to eat the difference on that one because I couldn't not honor the sent invoice.

I understand the frustration at your end - you need the parts to complete a project - but realize that both the retailer and the manufacturer want you to be happy too. While the loss of one small customer may not be a back breaker, you have already put both the retailer's and manufacturer's names out here. Many readers will at least think before doing business with either in the future.

my opinions, yours may vary
Fred W

[selector]

Yes, I agree with the recommendation to cool your jets. You get more with honey than with vinegar.

If they have made a mistake, point it out to them and let them put it right, as you state. If they dig in their heels for some strange reason, then you can turn up the heat.

Look at it this way; they may have been so busy when they were packaging and shipping these items that they made the mistake. They were so busy because their packages are worth having in the first place.

Human error, or human neglect. Your attitude tells you how to countenance it.

-Crandell

[Anonymous]

I would just contact Detail West and politely let them know that the kit is missing parts. 99% chance - they'll mail you what's missing (or just another kit) free of charge. We are all human beings here, and no one in this case was intentionally screwing you.

[fiatfan]

I don't mind so much when a kit is missing some parts for example. A quick note to the manufacturer will generally clear up the matter promptly.

What annoys me about internet vendors is those who show a quantity on hand for two items you want to buy. You submit your order, one item is shipped, and the other is backordered. It shows up a week later.

The whole time, the web site shows the second item in stock and the vendor proudly displays on the home page "Inventory updated daily"

Guess who pays for the second shipment?

Tom

[cwclark]

hey guys..chill!....I did e-mail them but it was a formal "nice" letter...the second one will be a "nasty" letter...yeah i did say "nasty' letter but out of sarcasim not a literal one...all i did was just explain the problem and sent them an e-mail requesting that they make it right.......I do realize that getting nasty with people gets you no where.......haven't i been good and nice to you guys in the past?..well ....most of ya'll..a flamer or a troll i can get really rude to......chuck

[Anonymous]

From all the responses in this topic, it's proven once again that MRs are just nice people ... slow to steam and hesitant to toot their own horns. (Bad pun intended.)

SMS

[MisterBeasley]

We're all hoping for a happy ending, and if the light at the end of the tunnel is an oncoming train, well, here's to railfanning...

[Anonymous]

QUOTE: Originally posted by ignatius

From all the responses in this topic, it's proven once again that MRs are just nice people ... slow to steam and hesitant to toot their own horns. (Bad pun intended.)

SMS

Yea.

But watch out when the head of steam is built up with no place to go. Either the train is gonna get moving really good or someone is bound to experience a poaching.

[steamage]

I had purchased a Details West item, but found one of the castings was bad. I sent them a note and they sent me a new detail kit. Details West is a good company to deal with.

[cwclark]

Hi guys,
Detail's West e-mailed me back with a note apologizing for the missing parts and they are on the way!....now that's service!....guess that means this entire post isn't needed anymore...Detail's West is A O K in my book now...i've always liked using their product because they're good quality metal parts, but now i know their service is top notch also.....chuck

[MisterBeasley]

...and they all lived happily ever after. That's good to hear. It also confirms my belief that most companies that make and/or distribute MR stuff are run by good, honest people that want you to be pleased with their products. It's just one more reason to love this hobby.

[Adelie]

I think I get better customer service from vendors in this hobby than I do everywhere else combined.

[ICRR1964]

I have had that happen a few times, but it takes just a phone call and a bit of a arguement to get it striat. Its not my favorite job, but if I ordered it, it better be there, if not the it needs to be taken care of asap.

[Virginian]

I once got an empty little parts bag, with no parts, but I can't remember if it was Details West or someone else now. A phone call and they sent me one right away. I was around before the Internet, so I learned how to use a phone. It's come in handy a few times.

[Anonymous]

I once discovered some missing pieces in a Branchline Trains kit. I could not get an email to go through for some reason so I sent them snail mail. In a few days they sent me the missing parts. Most of our model suppliers are good companies.

[Anonymous]

"guess that means this entire post isn't needed anymore..."

Amen to that!!!

[cwclark]

QUOTE: Originally posted by worldon

"guess that means this entire post isn't needed anymore..."

Amen to that!!!

if you got anything better then let's see you post it.....

[Anonymous]

QUOTE: Originally posted by cwclark

QUOTE: Originally posted by worldon

"guess that means this entire post isn't needed anymore..."

Amen to that!!!

if you got anything better then let's see you post it.....

Most model companies are nice and are more than glad to work with you if you give them the chance. They even replace things you know YOU burnt up or broke yourself with no questions. We should be nice to them.

Is that better?