I recently ordered a Giant U can Do from my LHS. Seemed a nice carrying case for a BGX that had very recently become unemployed. This is the first Great Planes product I've ever bought. I got the box home, no damage noticed, but found some very minor damage to the fuselage. It's fixable, very fixable, but being the spoiled American consumer I am I figured I'd email customer support and see what they said. I don't have a copy of my email, but the jist of it was that I've got a problem, should I handle it through you or through my LHS? Oh and I included pictures of the damage. Here's the reply:
Thank you for your recent e-mail. Most hobby shops have a no return policy. You could check with them. If not then we would require you to send the broken parts or the entire aircraft to Hobby Services. We would then replace the parts or the kit.
Call me spoiled, but is it too much to expect, maybee, a "sorry you have a problem with our plane?" I hate to sound cheap, but shipping this plane back to them isn't going to be.
Just for comparison, some time ago I bought a 40 size Twist from my LHS. One of the wing ribs was broken. This was Monday as I recall. I sent Horizon an email, and they shipped a replacement wing to my LHS, I just had to bring my wing to them. I had the new wing in my hand Friday night. Spoiled me a little bit, I guess. I suppose I expected Great Planes to have a similar policy.
This whole thing is really moot, I've already fixed the damage. I understand these things happen, that plane traveled a long way in that box. I guess it just chafes me that I've got to ship a brand new product back at my own expense for warranty service.
What do ya'll think... let's have it.