Please realize that we do respond to ALL emails. Usually we get a response out within one business day of receipt. If the email has attachments, the email or the attachments may get "trapped" by the email system's firewall, which blocks spam, dangerous attachments, and the like. Too-large pictures will get blocked because of storage reasons. Some ISP's get blocked because there have been problems with them.

Whenever we get complaint about emails not being responded to, we check our email boxes: incoming, sent, archive, and trash. The trash gets emptied only a few times per year. If we get a good-enough reference, we can determine if we ever received an email.

Sometimes, our reply to a customer gets blocked by their ISP or spam blocker. You'd have to check your spam folder or your spam-blocker's block list to see if any of our correspondence is blocked. Some systems just delete without saving. If an email gets blocked, it just winds up in the email afterlife.

The key, is that we NEVER IGNORE a person's communications.

As far as your difficulty with your Great Planes kit goes, you would normally work through your hobby retailer. If the kit had shipping damage (and the box won't necessarily show impact or cuts), then it's up to the retailer and Great Planes Model Distributors to work it out. GPD will normally replace the kit and have the bad one picked-up from the retailer. If the kit's in stock, then a new one would be available in a few days. If it's out of stock, then you'd get a new one as soon as they come back into stock. Right now, the Escapade is out of stock, but due to arrive in mid-July. There's little anyone can do about that at this time. However, there's no reason you should have a bad kit. There should be zero difficulties in getting it replaced, or replaced with equal value.

If the kit has actual manufacturing defects, then you can certainly send it to us, at the service center. We'd still have to backorder a new kit, but you'd be assured of getting a replacement. We could also work out an exchange of equal value, depending upon what's available.

If emails seem to not be working, we are always available by phone during business hours. We want all of our customers to be satisfied with any of our products they may have.