OK guys...here is my two cents worth,
I order on line all the time...for there are no hobby shops on the island. I use one credit card for all my hobby on-line buys...and one only. Since I live in Hawaii, shipping costs some times, are more then the model so shipping costs are a major expenses for me. If it cost $130.00 for shipping costs to get the model to me, and I need to ship the model back to receive a refund...it now cost me $260.00 for a model I don't have any more, and I'm out the model. Ask me how I know.

As far as I am concerned, once my money is accepted, and an agreement has been made to deliver the goods, if the goods delivered are not what I ordered...I either want my money fully refunded, and you can come pick up your model...or you can send my my missing or damaged parts replacement...in reasonable time.

If the company does not communicate or send me my parts with in 30 days...I send a small box back to the company...empty...with my request for my missing or damaged parts to be placed in this box and shipped back to me. My credit card company see's that I shipped some thing back to them...but I did not send the model back. I already paid for shipping once...I'll be danged if I'll do it twice, and lose out on both ends of the deal, with shipping costs alone ! Credit card companies have yet to address shipping costs as part of the purchase. I do consider shipping cost a major expense and part of the model deal.

If I do not hear from the dealer with in 30 days, and after sending several e-mails and writen letters to them, with no response, I then contact my credit card company. I tell them I made a purchase agreement, the company failed to honor our agreement, and I show them my return shipping paper work. I always get a full refund...always.

Now before some of you get all up in arms about rippin off a dealer....understand, our agreement was for delivered goods...100% as ordered, and it is an agreement, once my money is taken. If you do not honor our agreement as understood...then we have no honored agreement between us. And if you send my a pre-paid return slip for your model...I'll be most happy to send the kit back...missing parts and all, just as you sent it to me. And if you don't send me back a pre-paid shipping slip, tough camel ka-ka. I have my money back, and as far as I see it, a dishonored agreement is just that...dishonored. I am tired of being ripped off by sham dealers.

I now do business with dealers that have known good customer service...and if you don't know about a dealer...ask in this forum...you will get the information you need. Some companies are notorious for lousy customer service...or no customer service at all. I try to keep close tabs on who is who in the business, and after 50 years in the hobby, I have a working knowldge of who is good and who is not so good. One of the things I really like about this forum, is folks talk about customer service all the time. Just keep your ears open and buy what you want from some one with a good customer service record. And be a little patient...and try to work it out. Most hobby companies will bend over backwards to honor their agreement. You also need to be straight up with them and communicate with them. Blowing steam off at them is not productive...getting what you want is.

It's how I see it...

Soft Landings always,
Bobby of Maui