[Guest]

Dont worry about sending any e-mail. They dont give a...... They haven't answered mine.

I, sincerely, would leave them alone. I dont think we will get any better customer service really. Just a waste of time. It sucks, but that is the way it is......

 

[Guest]

BTW, Darrick

Yes JRO bought it as is..... but I didn't (Porsche 917/30) and got emailed the same way believe me. I have deleted all e-mails as I was pissed though....

 

[gundam40]

but it just seems so wrong for them to treat customers like this. I'll try to craft a letter up tomorrow at work.

As many of you have said, it isn't the part-sending that's annoying me, it's the tone of the email (and the outrageous gouging).

 

[Guest]

<{POST_SNAPBACK}>[/post][/right]

You can try if you want obviously. It is really very bad customer treatment, and it is the good thing to inform them that they are really displeasing most collectors.... but they dont seem to care too much.

I would really love to get the final accounts of this company for the last 2-3 years and see how well is it doing.

 

[Guest]

<{POST_SNAPBACK}>[/post][/right]

Bernard,

Of course I believe you, I have no reason not to.

My entire post was in response to JRO's situation.

I remember your topic of the missing suspension. But I thought that was settled as you posted the retailer took the model back and refunded your monies.

I would think that since JRO purchased the model from the retailer, his transaction would be similar to yours: the retailer and the customer and not the company.

Would you agree?

My personal thoughts were that the tone of the email was more of a problem/concern than them not supplying the part.

 

[Guest]

<{POST_SNAPBACK}>[/post][/right]

Yes I agree,

I finally returned the model back to the retailer yes, I couldn't stick with it.

The problem isn't that. Its the way Exoto handles these things. OK, I bought it from a retailer, it has a missing part, no big deal, I offered Exoto to pay the shipping and part. Yet, they come with some stupid unreal excuses.... why?

It is the same situation with JRO, why? I wouldn't expect them to deliver them for free as he bought it as is. But come on, Send them to him at a realistic shipping cost. It is not that it is a whole chasis, it is just a headlamp....

Now, what if I bought it from Exoto directly, and by mistake, I did some damage through negligence, my fault, I would offer to pay the expenses.... would they really leave without a tiny part? What if I loose a wiper, a tiny wiper, will I have to stick with it?

In the end, Exoto will loose its bond with its customers... no company would want that

 

[Guest]

<{POST_SNAPBACK}>[/post][/right]

:lol
My last post to this topic. I promise. :giggle
I believe we are in agreement on the way things are handled by their company in regards to relating to the customers.

 

[Guest]

Great minds think alike :giggle

 

[mosteller]

<{POST_SNAPBACK}>[/post][/right]

Sorry. No it definitly was not directed at LUW but rather at JRO. However at looking at these posts I must admit you all are right that Exoto ( and especially a VP ) should never have responded in that manner; if a clerk had said those things to a customer, that clerk would probably be looking for a new job. Guess I went a little too far in the wrong direction.

 

[Guest]

Wow I am shocked at mainly the cost of replacement parts and shipping. I can however see his point since he doesn't know where or how he bought the model why he doesn't give the parts for free. There are too many shysters out there to take someones word on how they acquired a model.

Bob

 

[JRO]

Friends,
I am back now and I believe that I must say something about this.

Yes, I knew that the model was in "as is" condition, and thats why I payed half of the original price for it.

I wrote my first e-mail to EXOTO just to know if they had those parts.

At my second e-mail to them, I asked if they could sell it to me.

(I never asked them to send it free to me)

When I received the answer from EXOTO with the 50 U$ PARTS plus 85 U$ SHIPPING price, and his comments about problems with stolen parts in my country customs, I decided to give him an answer because I was feeling that he was "being bothered" with my request.

All I did at my last e-mail was show him that 135 U$ was more money than I expected to pay for those 3 small plastic parts, and I also said that my model was an example of a problem that is normal to happen in a production line.
I also told him my opinion about the problem when I said that, if I were at his position, my decision will be different.

Then he wrote his final answer, a big example of well mannered literature, and I decided to put an end in the "conversation".

Mister JPK has his own method to charge his products, his own point of view on how he run his business, his own method to treat his customers/people that like his products and for sure I dont have anything with it.

But...this is not the way I keep conversations with other people.

I am happy to see that most of you agree that the main point of this subject was the terms Mr JPK used in his final e-mail.

Thats my opinion for all this matter.
:cheers

By the way, today I received an e-mail from one of the members of DCX offering those parts for me :cheers :danbana :danbana
Maybe he could be the next VP at EXOTO...
:cheers

 

[Guest]

Welcome back JRO

I am glad you finally got those pieces (even if they may be stolen from EXOTO :giggle)

:nicejob :nicejob :nicejob To the DX member

 

[Guest]

<{POST_SNAPBACK}>[/post][/right]

That's good to hear! :cheers Kudos to the generous person. :nicejob :nicejob :nicejob

BTW,

back. :cheers

 

[JRO]

<{POST_SNAPBACK}>[/post][/right]

Darrick,
Thank you for your support.
You made an excellent resume of the problem, and as you will see in my post above, I agree with your point of view :cheers :cheers

 

[Guest]

All's well that end's well. :cheers

Kudo's to the generous DCX member. I'm interested in his means of aquiring them as I have many ways to do this with all model companies. :giggle

 

[Xenomorph]

Hey, sorry to bring this up after "closing time", so to speak, but this sort of thing happened to me aswell. My ex GF, living in San Francisco, sent me the Exoto military police Hummvee quite a few years ago. She bought it from an authorized dealer and it was sealed when it arrived, however it was missing the fork-like support for the machine-gun. Of course, I wrote to Exoto about buying the missing part (note that I didn't even make a big fuss about it's omision and that I should have been entitled to recieveing it for free...). Their (very offended) answer was that they don't have any spare parts (!!!! :confused ) and even if they did, they wouldn't provide any as they suspected I or my GF lost/broke it and wuz trying to put the blame for it on them. Of course, they hurried to add that this (the part missing) was impossible, as their QC wouldn't have let this happen! How's that for customer service?

I might add that, over the years, manufacturers like Bburago, Herpa or LEGO (for those huge LEGO TECHNIC sets) sent me tons of spare parts for free only by requesting them nicely, also adding free catalogs an letters thanking me for taking interes in their products!

 

[LUW]

You see Xeno, some people know how to run a business. :wink

 

[Guest]

Yet another issue fixed by the support of a DX member! :happy Glad to see when this type of thing happenS :nicejob

<{POST_SNAPBACK}>[/post][/right]

Sure! Technic sets! :giggle It's the Harry Potter set :wink tell the trueth! :lol :lol :lol J/K(I actually have a lot of lego floating around to, glad to see some1 else with them

 

[Xenomorph]

[/quote]Sure! Technic sets! :giggle It's the Harry Potter set :wink tell the trueth! :lol :lol :lol J/K(I actually have a lot of lego floating around to, glad to see some1 else with them

[post="299835"]<{POST_SNAPBACK}>[/post]​

[/quote]

:danbana So, I'm not alone! I just love the big Technic sets and some of their Bionicle robots! :lol