New N scale sales and marketing scheme :(

[mecgp7]

This is a new one for me. Not too long ago a new N scale freight car kit was announced. As my birthday approached, the boss asked if I had any train wants so I hinted at the kits. She ordered a few kits about two weeks prior to the big day. Shortly after she ordered them, she got an email saying that they will be delayed due to an issue with the casting of parts (the parts are made in house). Now, I am not one to get upset about delays for toys so I wasn't too concerned. Well, weeks go by and still no kits. We emailed the manufacturer and now the entire staff has been out with a virus and no orders have been shipped. One heck of a virus as it must have affected them for weeks. They still have the money, so we'll be patient. More time goes by and no kits so another email. The response is that the kits have been mailed.

Here is the kicker, I received the kits only they are incomplete. Not an error mind you as there is a note stating that the missing parts will follow. What the heck am I supposed to do with incomplete kits?

There was nothing to say that these were made to order and I doubt demand for them was so high that they ran out.
I am all about supporting small manufacturers and I can be patient as they go through growing pains, but this doesn't sit well with me.

Not one to call out manufacturers by name, so I will go to the BAR and have some juice without PULP. For ME, CENTRAL to the issue is better service. 

[Scottl]

Not a great experience, but I consider many of these companies to be not much more than one-person shops.  So a virus taking out the staff may actually only be a few people- quite plausible. Sending the incomplete kit may have been an honest effort to get you something in a timely way, knowing the missing parts would delay the delivery entirely.  It could be viewed as a good faith effort in a bad situation.  I don't really know, but I am guessing.

Regardless, I tend to restrain my criticism of small companies like this.  They provide a lot of great product for the hobby, at margins that are likely so pathetic that no larger company would take on the job.   Hopefully they will send the missing parts soon.

[JoeD]

+1

[mecgp7]

Regardless, I tend to restrain my criticism of small companies like this.  They provide a lot of great product for the hobby, at margins that are likely so pathetic that no larger company would take on the job.   Hopefully they will send the missing parts soon.

I agree, which is why the company was not named directly. I can't agree that sending part of a kit is in any way a solution or partial solution. There is nothing I can do with it until I have all the parts so why send it? It does justify (in some way) their keeping the funds.

I think companies small and large would be best served by refunding the money or waiting and sending the complete kit.

[Scottl]

Fair enough.  Or if they communicate with you, it can help resolve it too.  I think most of us hate the uncertainty of not knowing what is happening when we have paid.

[Big Windy]

Can you start the kit at least? Lately my repair business has had nothing but back orders of parts,if I'm lucky we can at least get a customer running (rarely) .