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Trying to get spare parts from Otto (hopeless)


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#1 OFFLINE   Jayfad

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Posted 23 December 2016 - 06:13 AM

Hi guys

I have 50 or so Otto models, so I would suggest a good and valued customer, and whilst I find their models nice items of an interesting subject matter, I do note i have had numerous issues with parts from them and customer service.

I have the 1/18 Merc 230CE and it arrived without a bonnet mascot, so I emailed and was assured one would be sent,  that one took 3 months and numerous emails to be sent.

Then needed an antenna for a Peugeot, received a reply assuring me it had been sent in October,  still waiting.

I recently asked them re 2 parts missing from a another Peugeot model.

I was assured that they offer unrivaled customer services and the parts would be sent.  They where dispatched that day. etc etc etc.

Yes you can guess still waiting.

Is this experience common to other collectors, I for one do not believe the French or UK postal services are so unreliable, as to lose 3 separate letters.
Many thanks and I do hope this is the last email I need to send about this matter.

This latest example of customer service is really pushing me away from buying any more of their products.

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#2 OFFLINE   Craig

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Posted 23 December 2016 - 06:31 AM

I'd email them again. I've never experienced anything like that from them, they've always been good for me. I was a bit miffed about having to fit a replacement window once by myself, but they say in advance that they only supply the parts, not a new model etc.

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#3 OFFLINE   slartibartfast229

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Posted 23 December 2016 - 07:39 AM

I have to say they were very good to me when I sent them a photo of my Alplne A310 Le Mans which had no seat belts on the drivers side. I made sure they received a copy of my original purchase invoice with the e-mail. They sent me the whole seat......

#4 OFFLINE   Jayfad

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Posted 23 December 2016 - 07:53 AM

Yeah I'll give them till over the Christmas period.  They reply and they are perfectly obliging, but the parts just don't show up.

#5 OFFLINE   slartibartfast229

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Posted 23 December 2016 - 08:54 AM

View PostJayfad, on 23 December 2016 - 07:53 AM, said:

Yeah I'll give them till over the Christmas period.  They reply and they are perfectly obliging, but the parts just don't show up.
Be certain that they have your address correct. I have spent two years trying to have mine adjusted to the Irish line by line format. The French system is all over the place, with an essential part missing. I don't know where they got the layout that they use in the packaging department. My account information is correct though. It has caused delays, although not usually more than a week now that we have our recently introduced, badly designed post code system - and this has improved things somewhat.

Edited by slartibartfast229, 23 December 2016 - 08:56 AM.


#6 OFFLINE   Jayfad

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Posted 29 December 2016 - 10:26 AM

mystery solved, didn't put the post code on the envelope, hence the delay, sent to an other area of the UK

Pleased I got them mind you.

#7 OFFLINE   Craig

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Posted 29 December 2016 - 12:43 PM

Cool, that's good news there :smile:

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#8 OFFLINE   slartibartfast229

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Posted 29 December 2016 - 01:20 PM

View PostJayfad, on 29 December 2016 - 10:26 AM, said:

mystery solved, didn't put the post code on the envelope, hence the delay, sent to an other area of the UK

Pleased I got them mind you.
Now see how long it takes to get them to change your address in the shipping department!
Good news that the part did actually arrive.....   :yahoo:




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