I'm not sure that this is the right Forum place to put this, but.....
I wonder how many Duchess builders have telephoned MW and asked where Kit No. nn is?
I know that MW are not so good at telling us what's happening, but eventually one of us calls and asks the question - "When is the latest kit, that's now x weeks late going to ship?"
I've just spoken to Pete in dispatch, the guy who packs, wraps and sends out our kits; he tells that Kit 7 is going out next week and is late due to supply issues with the wheel castings, etc. There will be a note enclosed advising news of other parts that are late from suppliers also.
It would be so helpful to us all if any Duchess Builder who manages to get some gen out of MW would share it with the rest of this group, in fact - it would be really cool for MW to do it and save us all wasting their production time answering the same question time and time again; Brad - I know you read this forum - so why not use it?
Some MW staff are on holiday at the moment, and I believe that Debbie is no longer answering the 08700 phone, but running a CNC machine!
Mike, I think this is a general issue as I have found my Foden kit deliveries erratic and hard to predict. There is usually a good reason for the delay and I for one would prefer them to take their time to get it right BUT customers should be informed. A page on their website would be great and it would save them a lot of time answering queries. The website promises help on the kits and it about time this section went live with info on the current kits. Brad if you are listening for each kit it should list the estimated (or achieved) delivery date together with any known issues. Oh and it needs to be regularly updated say every Monday.
I see that Modelworks have started to overhaul their website in the past few days, and today they have added a long list of possible future models on the 'future plans' page. I just hope that they finish delivering the current kits before starting anything new - I've been waiting months and months for the final Britannia kit. I agree that a regular weekly update on the website giving the status of each kit would save no end of phone calls.
Post by standardsteam on Jun 21, 2007 13:53:48 GMT
Whilst I'm in agreement with your point of view I don't think companies can reasonably be expected to comment and keep and eye on forums just in case someone happens to request them to comment. They should keep in contact with their customers, it's good business. I don't know about you but I received a sales mailshot from them recently (so they obviously can send mail) and would be happier to consider buying from them again if they kept me informed on my current build. I'm okay at the moment and I'm following JJs build to keep me in the picture (not the way it should be), but if I was in your or JJs position I'd be putting pen to paper and expecting a written reply. I still think Modelworks should snail mail all builders on a particular build explaining delays (I'm reasonable and can accept component delays) to keep them in the picture.
I see that the 'latest news' page on the Modelworks website now gives information on the delivery status of some of the models. No mention of the Duchess or Britannia as yet, but if they can expand this and keep updating it weekly I think it would go a long way to solving the communication problems.