The real problem starts when some assumes I'm German! I'm not sure why that should happen, but it has on several occasions. Understandable if I'm in Germany, but when in France or Spain, it seems odd.
Heyn
- Thread starter duncan1_9_8_4
- Start date
Jasper
Hey, I'm only being creative here!
I have ordered a lot of stuff from Modellbau Heyn over the past year or so. Unfortunately, my experience is a bit of a mixed bag, especially communication-wise.
Let me begin by saying I really like their product range. Many useful things there. The 64mm track, including the 45mm-plus-64mm three-rail track, forms a well rounded product line. The same can be said for their Feldbahn track.
Half of my orders arrived incomplete. The first and second time this happened, I emailed them about this and suggested they include the missing item(s) in my next order. I thought I was being nice for saving them the extra shipping cost. Both times, they followed this suggestion without ever saying a word about it. I think I'd have appreciated it if they'd at least acknowledged my helpfulness.
The sixth order was the third incomplete one. This time I let them send the missing item and eat the extra shipping cost. I really felt a little pissed about it.
When the item arrived it was faulty: a screw thread had been cut incorrectly. I decided not to let them know, as I felt it would have come off as nagging, or even as trying to get free product.
A couple months later I decided to order several more of that same product. This time I did mention the faulty thread and asked they check the new ones for correct threads. To this they gave a reply that showed they'd misunderstood my question. I sent two more emails but got no reply. When I received the items they all had the faulty threads! I didn't even bother to let them know, thinking I'd solve the problem myself. Which I did.
Along the way, there have been two instances of kits containing a faulty item. One of them was a kit for converting an LGB point to a three-rail point, it was a kit for a right hand point but had a part for a left one. I didn't need them to exchange this because I'm enough of a tinkerer to solve the problem, but I at least let them know their mistake. Again: no reply.
Am I wrong for expecting them to communicate with me?
Let me begin by saying I really like their product range. Many useful things there. The 64mm track, including the 45mm-plus-64mm three-rail track, forms a well rounded product line. The same can be said for their Feldbahn track.
Half of my orders arrived incomplete. The first and second time this happened, I emailed them about this and suggested they include the missing item(s) in my next order. I thought I was being nice for saving them the extra shipping cost. Both times, they followed this suggestion without ever saying a word about it. I think I'd have appreciated it if they'd at least acknowledged my helpfulness.
The sixth order was the third incomplete one. This time I let them send the missing item and eat the extra shipping cost. I really felt a little pissed about it.
When the item arrived it was faulty: a screw thread had been cut incorrectly. I decided not to let them know, as I felt it would have come off as nagging, or even as trying to get free product.
A couple months later I decided to order several more of that same product. This time I did mention the faulty thread and asked they check the new ones for correct threads. To this they gave a reply that showed they'd misunderstood my question. I sent two more emails but got no reply. When I received the items they all had the faulty threads! I didn't even bother to let them know, thinking I'd solve the problem myself. Which I did.
Along the way, there have been two instances of kits containing a faulty item. One of them was a kit for converting an LGB point to a three-rail point, it was a kit for a right hand point but had a part for a left one. I didn't need them to exchange this because I'm enough of a tinkerer to solve the problem, but I at least let them know their mistake. Again: no reply.
Am I wrong for expecting them to communicate with me?
craigwrdouglas2
Registered
Some model shops are just like that is the probably unhelpful answer.. I could give examples of uk shops that are the same,
It could be that they don't speak the language that you are communicating and are using google translate and down want to send you back a response that they can't themselves read.
It could be that orders with no problems or unavailable parts are dispatched by an assistant and problems are set aside for someone with more authority.
It could also just be that in a small operation, they are too busy making the parts that you ordered to communicate effectively.
Shipping items .I've sold on ebay takes way longer than I expected / would like and there isn't really a natural flow that takes to back to the website after you pack - I would usually only come back to that if I was dispatching late.
It could be that they don't speak the language that you are communicating and are using google translate and down want to send you back a response that they can't themselves read.
It could be that orders with no problems or unavailable parts are dispatched by an assistant and problems are set aside for someone with more authority.
It could also just be that in a small operation, they are too busy making the parts that you ordered to communicate effectively.
Shipping items .I've sold on ebay takes way longer than I expected / would like and there isn't really a natural flow that takes to back to the website after you pack - I would usually only come back to that if I was dispatching late.
Jasper
Hey, I'm only being creative here!
There's probably some of this going on. It seems to be just Sven Binnewald with some help. Maybe it's difficult keeping up with everything.
That's an interesting thought. In this case, however, it doesn't apply. I do all my communication with them in their native German.
Apparently I'm not even too disappointed, since I seem to still be ordering from them. But this thread gave me the opportunity to get it off my chest.
Jasper
Hey, I'm only being creative here!
Well in a way it is helpful. So thanks.
I think everyone can relate to that in some way, no matter what the rules are
Rhinochugger
Retired Oik
Many moons ago we holidayed with our young family (all blond-haired apart from SWMBO) on Fuerteventura which was also much favoured by the Germans. On the windy beaches, there are some stone circles to sit in, as the sand whips across at ankle height.
We were walking along the beach looking for a vacant one, when a topless apparition, water-wings bouncing in the breeze, trotted down the beach to say that the one next to them was empty. I said, 'Thank you very much.' and her disappointed response was, 'Ah, English.'
