dbow:

I have to agree with you on this one. Yes, I know what it's like to be a small shop owner (I was one, in computers). I also know that not every ARF that comes off the line is as good as the first. (I bought 2 GP Patty Wagstaf Extra's. The first was perfect until it's demise. The 2nd one the covering was terrible, the glue joints needed to be redone, etc, etc.) Point being, I know ARF's are not always perfect and sometimes we either have to put up with the 'fix up' job because we want the plane now, not yesterday or take a step back and say, this is really unacceptable. If it is, then your LHS should take it back or make some sort of compromise (if needed). Now, the only reason I'm posting this is because the LHS here is very well known. He's been in business for two generations now, going on the third. He will literally bend over back wards to make his sale right. If the ARF isn't what's it's supposed to be, there's no questions asked. He takes it back and either gives you a new one or a credit. Sounds like with service like this he would be distributor-less. He's not, in fact he deals with all the big ones. He even tried to make good on a bunch of defective products from one big company and they did what SwampFlier said. They told him no way these could all be defective and told him in so many words to eat them. Well, needless to say he doesn't carry their products anymore and if you ask why, he'll gladly tell you.

Point here is, he's got the best customer service I've ever seen. If something isn't right he gives you a new one, a credit, fixes it, what ever will make the customer happy without questions and does it with a smile. Now think about it, is it no wonder he's been in business so long, from generation to generation? He does the right thing from the get go and word of mouth has made his business soar. Sure folks have tried to 'get one over' on him because of this, but his staff & himself are all modelers in their own area of expertise, glow, gas, electric, cars, etc so they are able to catch the guy/gal that's not on the up & up. Still a small shop, but he manages to pack so much in there and the customers love it as he's always on top of the game.

Bottom line, customer service is where it's at these days. And I agree that your LHS should have just replaced the model or made some sort of compromise that is satisfactory to you. Just my 2 cents on this.