Very poor service from GHQ

[daniel_leavitt2000]

I recently purchased a collection of GHQ kits on eBay from an estate. Many of these have been out of production for some time. A few of the kits had the blister pack separating from the cardboard backing. GHQ explicitly states that they will replace any damaged or missing parts in their instructions. Since several parts were missing, I decided  to call. When I called and they didn't even ask what kits. Once I said N scale, they said they do not even sell parts, let alone replace missing parts. I was going to post this on the GHQ forum, but they have deactivated my account for inactivity and the only way to reactivate it is to contact the admin by email - whose address is not listed.

Showcase, on the other hand likes to add parts to order, just because they rock.

GHQ seem not to care about people who have purchased their products.

[Denver Road Doug]

I have to say, I expect that the spirit of that "guarantee" is for new items.  You know, in case something didn't make it into the box.   While it would be great customer service if they could provide parts in this situation, I think raking them over the coals about used (open package = used) and/or long out of production items is maybe a bit much.

As you state, most of these have been out of production for quite some time.  At some point, you just run out of parts and whether you want to help or not there's nothing to be done when physically the parts aren't present.  I'm not sure anyone should expect a model railroad company to tool up another run of an item just for warranty parts.   That is of course just my opinion.

Heck, I recently had a Kato locomotive missing a part and Kato pretty much told me to pi$$ off.  And it's an item that is still in production.   To me, that's a little bit different story.

[spookshow]

I have to agree with DRD. I wouldn't expect a manufacturer to supply missing parts for some out-of-production items that were purchased on eBay (it'd be great if they did anyway, but I wouldn't be torqued off if they didn't). I think your issue is with the eBay guy and not GHQ.

Cheers,
-Mark

[daniel_leavitt2000]

The parts in question are still in stock. I didn't bother with the stuff that was long out of production. The item in question was a Peterbilt logger missing ALL its wheels. Maybe one sprue could have disappeared from under the separating blister pack, but I wasn't even allowed to go far enough to explain these were not new... All I said was "N scale" and "missing parts" and was interrupted and told they do not sell n scale parts. It was rather rude.

[up1950s]

Was this call yesterday  . maybe you reached a forced to go to work newbie while everybody else was noging it up . Hmmm maybe he was too .

[Scottl]

I would give them the benefit of the doubt given the holiday season and call back next week when things calm down.  They might have spare parts, but given how you acquired these, it is unreasonable in my view to expect them to provide them for free.

[bman]

My experience with GHQ has been great.  I had purchased one of the N Ottawa yard tractors at a N scale show a few years ago.  When I got back home I noticed it was missing the 5th wheel.   I called and explained where I purchased the item.  At that time the kit was discontinued(it's back now for a short time), but the individual who took my call said there might be one laying around and he would check.  A few days later I received the part in the mail from them. 
I wonder if you were misunderstood when you called?  Like it has been said, maybe wait a few days and try again.

[BCR 570]

I have ordered parts from GHQ before - the only restriction was that I had to purchase a complete sprue.

I would not expect a manufacturer to replace parts free of charge for items purchased on ebay.


Tim

[Chris333]

Did you tell them the parts were for your war games diorama 

[PGE_Modeller]

Also please note that, while not everyone will have received the message, anyone on GHQ's e-mail list received notice of their year end sale which runs until early January, IIRC.  In that notice they specifically requested that there be no orders for parts during that time because of the volume they were expecting on the sale items (not just N-scale railroad items, which are a small part of their business).

As others have said, I would not expect any company to provide free replacement parts for a kit which has been purchased second-hand.  Common business practice is to extend such warranties to "original purchasers".

Regards,

[sizemore]

You took the risk buying something on eBay, and now you're putting the onus on GHQ to apply the Vaseline where you were boned by the eBay seller.

This is like me taking my 1943 Ford to the dealership for a warranty repair.

The S.

[ntrakia]

sorry to say  but you bought it off ebay.  enough said. 

[Catt]

GHQ explicitly states that they will replace any damaged or missing parts in their instructions.

I'm guessing that I'm the only onr thatr read that line.

[JSL]

I shouldn't matter where he bought the kits, if it says it in there instructions parts will be replaced they should replace them no questions asked. Customer first!

[daniel_leavitt2000]

1. I bought the kits.
2. The kits were incomplete because the packaging broke apart due to insufficient glue on the blister pack.
3. The packaging says they stand behind their products and will replace parts that are broken or missing.
4. I WAS WILLING TO PAY FOR THE PARTS.
5. The parts in question are on other models, specifically the Pete wheels, and are still in production.
6. I was not given a change to explain. As soon as I said "N scale parts" I was cut off and told they do not sell them.