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Author Topic: Modelmaster/NGS decals  (Read 6517 times)

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Online Yet_Another

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Re: Modelmaster/NGS decals
« Reply #105 on: February 11, 2018, 10:30:44 pm »
See also posts 88 &97.
Tony

'...things are not done by those who sit down to count the cost of every thought and act.' - Sir Daniel Gooch of IKB

Offline Ben A

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Re: Modelmaster/NGS decals
« Reply #106 on: February 12, 2018, 01:22:54 am »
Ben can we just confirm you are replying to this thread as revolutioN as opposed to VC of the NGS???

Just to make things clear

Thanks Craig

Hi Craig,

I only really posted to clarify that Revolution would not be looking at decals, so yes, with a Revolution hat on.

I added what I thought I could recall about the background to the Modelmaster deal, but PLD has come to the rescue with a much more detailed and accurate explanation.

Cheers

Ben A.



Offline exmouthcraig

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Re: Modelmaster/NGS decals
« Reply #107 on: February 12, 2018, 09:40:59 am »
Morning Ben, it was just to clarify that was Revolution point of view over the end of NGS supply as opposed to VC of the NGS.

I don't enjoy reading about the threats of pulling out of membership over the stock and supply of 1 range of items so wanted to make it clear the VC of the NGS doesn't have the "it's not my interest therefore I don't care" attitude, where as co owner of revolutioN can, unfortunately Revolution don't supply anything that suits my needs and I don't have a problem with the owner of such a company having that attitude towards the decals and nameplates.

I just wanted to clarify your posts on here.

Many thanks

Craig

Online Dr Al

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Re: Modelmaster/NGS decals
« Reply #108 on: February 12, 2018, 09:42:16 am »
Does this not now leave the NGS high and dry, with wagon kits that rely on Modelmaster decals?

Cheers,
Alan
Quote from: Roy L S
If Dr Al is online he may be able to provide a more comprehensive answer.

Offline exmouthcraig

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Re: Modelmaster/NGS decals
« Reply #109 on: February 12, 2018, 09:58:08 am »
Does this not now leave the NGS high and dry, with wagon kits that rely on Modelmaster decals?

Cheers,
Alan

Maybe Alan, however I ordered kits from the NGS and ordered my decals from Fox at 2pm on the weds by 5pm Thursday they were on my doormat.

Straight forward website ordering, PayPal payment, immediate email reply and fantastic service. They are working on shrinking a number of OO gauge plates to N. I'll deal with them until this saga is finalised

Thanks  Craig

Online Dr Al

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Re: Modelmaster/NGS decals
« Reply #110 on: February 12, 2018, 10:00:07 am »
Maybe Alan, however I ordered kits from the NGS and ordered my decals from Fox at 2pm on the weds by 5pm Thursday they were on my doormat.

Sure - I guess my point is that some specific ones aren't available from Fox?

Cheers,
Alan
Quote from: Roy L S
If Dr Al is online he may be able to provide a more comprehensive answer.

Offline ScottishModeller

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Re: Modelmaster/NGS decals
« Reply #111 on: February 12, 2018, 10:14:33 pm »
Hi all,

It seems Jim has had second thoughts about retiring...

----------------------------------------------------------------------------------------------------------
 
There were two reasons I announced last week I was going to retire later this year.

One was that I felt I wasn't giving a good enough service (criticism about not answering emails, complaints about not getting orders by return, etc.,) and the other was that I wanted time to write books & build my very own model railway.

But, it's not really what I want to do. I've spoken to a lot of customers and trade people over the weekend, and it seems I'm being hasty about my decision.  Out of all the orders sent last year we had less than a handful of complaints, and everbody ended up happy at the end of the day.  We do respond to complaints, and take them seriously when they arise .

As for the trolls who are having a rant about me on a certain website for not answering emails, I changed my email address last month to allow customers to access me more easily, (jim@modelmaster.uk) so they've no case to answer.  If I don't answer quickly now, it's because I'm researching their question before replying.

Nobody could answer 7,995 emails received over eight months, which was the total traffic going through sales@modelmaster.uk, so please, either be patient, or use the phone.  If I employ someone just to answer emails, the prices would have to go up by 40%.

Orders by return would be great! - but how would I be able to hand finish and inspect every nameplate, and check the registration on every sik screen printed decal sheet before it goes out?  We're selling quality and accuracy, not laser printed cheap transfers or crude etchings.   

I've been persuaded by discussions with customers and others NOT to retire at present, and I think that Elspeth is relieved about that, as I'd just be under her feet too often!  (I will take holidays in future though.)
I might consider retiral again in a few years, though!
The discount offer finishes at midnight

jim@modelmaster.uk
01292 289770

MODELMASTER UK are Specialists in Model Railway & Road Transport
Decals (Waterslide Transfers), and Etched Metal Nameplates for Model
Locomotives in all scales up to 7" Gauge, but particularly 2, 3, 4 & 7mm
Scales. We also publish books and design & manufacture resin bodied
Tramcar Kits.
___________________________________________________________
Thanks
Phil Holman

Online silly moo

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Re: Modelmaster/NGS decals
« Reply #112 on: February 13, 2018, 03:38:07 am »
As my order was placed in August 2017 and I have sent them four emails that have gone unanswered since then and I have posted on this forum I suppose I fall into the troll category.

I do think that if they supply an email address they should be prepared to answer emails. I would have thought answering phone calls would be more time consuming than emails but that's just me. I have asked a friend who lives in the UK to phone them and a I will send an email the new address to find out what has happened to my order.

Online emjaybee

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Re: Modelmaster/NGS decals
« Reply #113 on: February 13, 2018, 08:38:26 am »
As my order was placed in August 2017 and I have sent them four emails that have gone unanswered since then and I have posted on this forum I suppose I fall into the troll category.

I do think that if they supply an email address they should be prepared to answer emails. I would have thought answering phone calls would be more time consuming than emails but that's just me. I have asked a friend who lives in the UK to phone them and a I will send an email the new address to find out what has happened to my order.


I don't consider your behaviour to be that of a "Troll". If people are running a business there is a certain expectation that matters/orders be dealt with in a timely manner. If there are delays then there is also a expectation that customers should be kept informed. I think your emails have been proportionate to the issue of waiting four months for an order.

I think it is unfair of Modelmaster to use language like "Troll" when the truth is that customers have a right to know what's going on with their money. If they've got email issues then that's their issue and they need to deal with it. Changing the email address from "Sales" to "Jim" isn't going to make a blind bit of difference as they both go through his website "modelmaster.co.uk".

I've had no dealings with Modelmaster, but I dislike the misuse of language such as that, when what @silly moo is trying to do is find out information that they are entitled to.

Bad form.
« Last Edit: February 13, 2018, 09:16:14 am by emjaybee »
Sometimes you bite the dog...

...sometimes the dog bites you!

----------------------------------------------------------

I can explain it to you...

...but I can't understand it for you.

Offline Ditape

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Re: Modelmaster/NGS decals
« Reply #114 on: February 13, 2018, 12:09:06 pm »
I am not in business , I receive and process somewhere in the order of 15,500 emails in a 8 month period so I do not see how a business can complain about 8000 in that time span, and a few months back whilst still working I would also have to processes another 30/40 emails a day at work with a similar number of phone calls and snail mail . his mail load works out at 35/day at about being generous 5 mins each to handle  less 3 hours/day so probably actually less 2 hours.
Diane Tape



Offline Bingley Hall

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Re: Modelmaster/NGS decals
« Reply #115 on: February 13, 2018, 01:27:53 pm »
It seems there's plenty on here think they could do a better job than you Jim..............if I was you I'd take that holiday and not bother looking back.

Let 'em get on with it.

Online silly moo

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Re: Modelmaster/NGS decals
« Reply #116 on: February 13, 2018, 01:59:10 pm »
I think the main problem has been communication, if they were unable to cope with emails and sorting out orders, a simple notice on the website stating that they were very busy and some orders were taking longer to process would have been sufficient for most modellers. Transfers and nameplates are not a matter of life and death, most people would be prepared to wait but customers do get upset when they are totally ignored.

Offline exmouthcraig

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Re: Modelmaster/NGS decals
« Reply #117 on: February 13, 2018, 04:41:24 pm »
I think the main problem is someone's attitude to the job. He obviously agreed to take back control after the NGS dropped them from their shop.

Do the 4mm and 7mm decals and nameplates go uninformed for 6 months? ? Most probably not.

Seems strange how after weeks of questions and 'rumours' of it being brought up by the NGS committee that an email gets sent announcing retirement. Presumably on the assumption we'd give up chasing orders and not bother ordering any more.

Let's be honest if we ordered our weekly food shop online and the supermarket took our money and failed to acknowledge anything about our order would we wait 6 months and just accept their busy? No. So why just because the orders are fews of pounds is this an acceptable way to do business?
If he's allowed to refer to unhappy customers as "Trolls" surely this CLOWN deserves to loose all his business.

Offline PaulCheffus

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Re: Modelmaster/NGS decals
« Reply #118 on: February 13, 2018, 05:11:30 pm »
Hi

Interestingly the 2mm decals have vanished from the website so you can't actually order them anyway.

Cheers

Paul

Online silly moo

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Re: Modelmaster/NGS decals
« Reply #119 on: February 13, 2018, 05:17:03 pm »
Most of the people on RMWeb are very happy with their service and have received their orders within in few days , it does seem as though 2mm modellers have been ignored.

 

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