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JR Cub Kit Problem - 3/10/2007 4:08:43 AM   
L Switzer


 

Posts: 6
Joined: 12/1/2005
From: Ilderton, ON, CANADA
Status: offline
L Switzer








Posts: 1
Joined: 12/1/2005
From: Ilderton, PE, CANADA
Status: online Super J 3 Cub for $133.94 (American) was received on Nov. 01/2006. Cowl was cracked, and instructions from Nitroplanes were to return cowl for replacement. E-Mail confirmation from Nitroplane was that damaged cowl had been received, and that a replacement cowl and a canopy part missing from the kit would be shipped. Because merchandise was not received, after numerous E-Mails and a telephone message, further correspondence suggested that it "appeared" that cowl was shipped on Jan11/2007. Today is March 09/ 2007 and nothing has been received!!!!

Five months later, this example of Customer Service is appalling. I cannot complete the kit, and the price for the kit has long ago been debited from my account. I have even suggested that the damaged cowl be returned, and I will attempt to repair the cowl myself. No answer!!!

Having never experienced this kind of situation before, I am at a loss as to what further action I can take to have this matter resolved.

Lloyd.
       Post #: 1

RE: JR Cub Kit Problem - 3/10/2007 11:48:22 PM   
opjose



Posts: 5505
Joined: 11/26/2005
From: Poolesville, MD, USA
Status: offline 		Ideally you should have followed up two weeks after the cowl was due to report that you did not receive anything.

At this point they have probably forgotten about it as they probably deamed this resolved.

I've found that when they say they've shipped, they really have.

Your package may have been lost, or even sent to the wrong place.

Check your PM.

_____________________________

-
Build em'', fly em'', crash em'' and build more.

(in reply to L Switzer)
       Post #: 2

RE: JR Cub Kit Problem - 3/11/2007 1:27:09 AM   
L Switzer


 

Posts: 6
Joined: 12/1/2005
From: Ilderton, ON, CANADA
Status: offline 		Because merchandise was not received, after numerous E-Mails and a telephone message, further correspondence suggested that it "appeared" that cowl was shipped on Jan11/2007. Today is March 09/ 2007 and nothing has been received!!!!

Have enclosed above an excerpt of my letters to Nitroplane which opjose may not have noticed!!

Many letters were written, not only before Jan.11 when cowl was supposedly shipped, but also E-mail letters written on Jan. 30th,(no response), Feb 06, Feb 08, and a message left on their answering machine about 08 or 09 th of Feb.(no response). Also contacted Customs and they are unable to trace merchandise without a tracking number, which only Nitroplane can provide. A registered "Snail" mail letter was sent to Nitroplanes on March 01 requesting a tracking number and reminding them AGAIN that cowl had not been received. (No response as yet!). It is inconceivable that they are not aware of this on going problem!

Lloyd

(in reply to opjose)
       Post #: 3

RE: JR Cub Kit Problem - 3/11/2007 2:18:57 AM   
opjose



Posts: 5505
Joined: 11/26/2005
From: Poolesville, MD, USA
Status: offline
quote:

ORIGINAL: L Switzer

Because merchandise was not received, after numerous E-Mails and a telephone message, further correspondence suggested that it "appeared" that cowl was shipped on Jan11/2007. Today is March 09/ 2007 and nothing has been received!!!!

Have enclosed above an excerpt of my letters to Nitroplane which opjose may not have noticed!!




I did notice and replied to you already.

They probably did ship it, as they ( usually ) are fairly good about this. They also usually provide tracking numbers whenever they send out ANYTHING, including replacement items. Did your spam blocker, block their message to you with the number?

It is more than likely that something happened along the way with your package.... of course there is always the possibility that someone screwed up.


I've already PM'd you with info about how to handle the e-mails properly.

As it is, they more than likely deamed the matter resolved.

Follow up as I indicated, you'll get better results that way.




_____________________________

-
Build em'', fly em'', crash em'' and build more.

(in reply to L Switzer)
       Post #: 4

RE: JR Cub Kit Problem - 3/11/2007 2:33:01 AM   
L Switzer


 

Posts: 6
Joined: 12/1/2005
From: Ilderton, ON, CANADA
Status: offline 		Thanks to Opjose for the PM. Will follow his direction and hope that the problem can be resolved. The plane is completed and ready to fly except for the missing cowl.
Lloyd

(in reply to opjose)
       Post #: 5

RE: JR Cub Kit Problem - 3/11/2007 4:11:54 AM   
opjose



Posts: 5505
Joined: 11/26/2005
From: Poolesville, MD, USA
Status: offline 		Great let me know when you get a response.

Hopefully they can get them out to you quickly if they have them on hand.

When they don't (ugh) it can be a while as they wait until the next shipment.

I needed a replacement cowl and canopy for my Ultimate 120 and when I found that they did not have them available I asked about one for a similiarly sized plane.

They shipped these out promptly. I have to paint them myself, but it's worth it IMHO to avoid what can be a long wait.





_____________________________

-
Build em'', fly em'', crash em'' and build more.

(in reply to L Switzer)
       Post #: 6

RE: JR Cub Kit Problem - 3/12/2007 10:13:57 PM   
nitroplanes


 

Posts: 47
Joined: 7/11/2005
From: s el monte, AB, USA
Status: offline 		I just send you an email explain the situation. International airmail sucks but they are cheap so we have to use them. Once a while things get lost so I apologize.

I'll send another canopy and cowl so you can finish your kit.

Thanks
John
Nitro Planes
quote:

ORIGINAL: L Switzer


L Switzer








Posts: 1
Joined: 12/1/2005
From: Ilderton, PE, CANADA
Status: online Super J 3 Cub for $133.94 (American) was received on Nov. 01/2006. Cowl was cracked, and instructions from Nitroplanes were to return cowl for replacement. E-Mail confirmation from Nitroplane was that damaged cowl had been received, and that a replacement cowl and a canopy part missing from the kit would be shipped. Because merchandise was not received, after numerous E-Mails and a telephone message, further correspondence suggested that it "appeared" that cowl was shipped on Jan11/2007. Today is March 09/ 2007 and nothing has been received!!!!

Five months later, this example of Customer Service is appalling. I cannot complete the kit, and the price for the kit has long ago been debited from my account. I have even suggested that the damaged cowl be returned, and I will attempt to repair the cowl myself. No answer!!!

Having never experienced this kind of situation before, I am at a loss as to what further action I can take to have this matter resolved.

Lloyd.



(in reply to L Switzer)
       Post #: 7

RE: JR Cub Kit Problem - 3/20/2007 7:17:35 PM   
L Switzer


 

Posts: 6
Joined: 12/1/2005
From: Ilderton, ON, CANADA
Status: offline 		Today is a day for celebration.....March 20! The missing cowl arrived . Hooray!! Lloyd

(in reply to nitroplanes)
       Post #: 8

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