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Author Topic: Modelmaster/NGS decals  (Read 6481 times)

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Online Ditape

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Re: Modelmaster/NGS decals
« Reply #75 on: January 21, 2018, 12:42:10 pm »
I brought all the complaints about Modelmasters to the attention of NGS committee members on the NGS stand at the Calne show yesterday and it is apparently to be discussed at the next committee meeting which is in a couple of weeks.
Diane Tape



Offline trkilliman

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Re: Modelmaster/NGS decals
« Reply #76 on: January 21, 2018, 12:51:33 pm »
That's a very positive move Ditape...thank you. 

In a personal message to a high ranking member of the NGS committee, I said that whilst I agree and understand the reorganisation/culling of shop contents, I felt the "outsourcing" of the NGS decals back to Modelmaster was a step too far. It will be interesting to hear the outcome of their discussions/appraisal of the current situation that has unfolded.

Online Dr Al

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Re: Modelmaster/NGS decals
« Reply #77 on: January 21, 2018, 12:56:42 pm »
Just had one to say they are soon to discontinue taking Paypal payments.

That will kill their online business.

Mind you, perhaps that's what they want?

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

Offline middlefour

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Re: Modelmaster/NGS decals
« Reply #78 on: January 21, 2018, 01:37:31 pm »
I brought all the complaints about Modelmasters to the attention of NGS committee members on the NGS stand at the Calne show yesterday and it is apparently to be discussed at the next committee meeting which is in a couple of weeks.

Thanks for that.
Steve

Offline exmouthcraig

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Re: Modelmaster/NGS decals
« Reply #79 on: January 21, 2018, 04:11:27 pm »
I recently purchased 6 kits from the NGS online and was impressed with the communication and prompt delivery of such. However remembering the price list that we used to get with the journal I was disappointed with the massively shrunk down stock list and I think the only kits they had in stock were the ones I wanted.

It's probably close to 4 years ago we ordered nameplates for BoB and MN and it was a hellishly long time to wait and since the NGS has dropped them I too have now switched to Fox, who have an easy to understand website and good communication and the quality is exceptional too.

Every price in every industry has risen and postage always does upset and annoy everyone BUT it is the unfortunate price we have to pay. It's still cheaper then us driving the return trip to collect them.

 As a consumer we all want more for our money but as a service provider (NGS in this case) their overheads climb  and money gets stretched, they loose members over decisions that are made which in turn costs to the remainers rise.

I'm sure the NGS are inundated with the same questions but they like us are a link in the chain. No one wants to wait. No one wants to pay more and No company wants to admit they've ignored or let anyone down. But we're all human. Enjoying our hobby and enjoying jumping on our soapbox when things drive us mad. Surely we will all get there in the end, won't we?

I wish Dapol hadn't announced Rebuilt MN BoB and WC a thousand moons ago. I'm still waiting for those on pre order from Hattons

Online Dr Al

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Re: Modelmaster/NGS decals
« Reply #80 on: January 22, 2018, 12:33:09 pm »
I'm sure the NGS are inundated with the same questions but they like us are a link in the chain. No one wants to wait. No one wants to pay more and No company wants to admit they've ignored or let anyone down. But we're all human. Enjoying our hobby and enjoying jumping on our soapbox when things drive us mad. Surely we will all get there in the end, won't we?

To be fair - the main issue here is not cost, but complete lack of service, making the process more awkward (Paypal!!) or complete lack of communication on orders placed in good faith. I'm happy to wait if something is going to be gotten in reasonable time, and there are reasonable updates if there are problems or delays.

Is waiting a year or more for a few pound nameplate really reasonable? IMHO, no, but each to their own. Personally I now think Modelmaster should not be advertising anything they don't have in stock. The contrast is emphasised by Fox as others have said, whose service is the polar opposite - quick, efficient and they'll let you know if there's a problem, and will sort out any mistake they make very rapidly.

It isn't the NGS to blame at all - but they do now need to step in and mitigate an increasingly untenable situation if possible.

Cheers,
Alan
« Last Edit: January 22, 2018, 12:35:34 pm by Dr Al »
Quote from: Roy L S
If Dr Al is online he may be able to provide a more comprehensive answer.

Offline Lindi

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Re: Modelmaster/NGS decals
« Reply #81 on: January 26, 2018, 10:58:54 pm »
Modelmaster have put an update on there website about NGS decals and about email usage and a change in email address

2mm Scale N Gauge Society Nameplates & Transfers
26th January 2018
The N Gauge Society section on our website is closed until we examine the stock supplied and make sure that what is listed is actually in stock, and that the contents of certain decal packs are consistent with their description.
Hopefully, it will reopen again about mid-February, and we'll be able to clear outstanding orders.

Modelmaster UK - Email overuse and new email address.
We get complaints that we don't reply to emails sent to sales@modelmaster.uk.
We've had 3,700 emails in three months, which, given an average of 30 minutes to read and reply to each one, would take one of us (there are anly two of us here) two months to reply to, without time to sleep, eat, or complete any orders!
PLEASE USE THE PHONE, 01292 289770, or if you MUST email, don't send to sales@modelmaster.uk, but to jim@modelmaster.uk. and leave a telephone number as we not be able to email you back for a few days.
PLEASE DON'T email about 'missing' orders until TEN WORKING DAYS after ordering, but wherever possible please phone.


Online emjaybee

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Re: Modelmaster/NGS decals
« Reply #82 on: January 26, 2018, 11:05:03 pm »
Blimey!

30 minutes to read and reply to an email!

...and I thought I had problems.

 :smackedface:
Sometimes you bite the dog...

...sometimes the dog bites you!

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I can explain it to you...

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

Online Dr Al

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Re: Modelmaster/NGS decals
« Reply #83 on: January 26, 2018, 11:11:47 pm »
I don't get any of this - if everyone who emails, phones instead, then he'll be in exactly the same position. Smacks of being a bit out of touch with reality....

3700 emails in 3 months is around 41 a day - I get more than that at work, never mind personal.....

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

Offline Lindi

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Re: Modelmaster/NGS decals
« Reply #84 on: January 26, 2018, 11:18:06 pm »
I don't get any of this - if everyone who emails, phones instead, then he'll be in exactly the same position. Smacks of being a bit out of touch with reality....

3700 emails in 3 months is around 41 a day - I get more than that at work, never mind personal.....

Cheers,
Alan

I didn't understand that either, as most companies want you to email them rather than phone as it is less time consuming.

I would guess that quite a lot of the emails are duplicate/triplicate... as they didn't bother replying to the original email that customers sent.

Online PLD

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Re: Modelmaster/NGS decals
« Reply #85 on: January 26, 2018, 11:38:21 pm »
I do get it... that statement confirms hearsay reports from elsewhere that the stock handed back from the NGS Shop was a complete and utter shambles and is taking a long long time to sort out.

Allegedly, in their infinite wisdom the NGS renumbered and resorted the stock but to make matters worse in some cases reused the same numbers for different items so that by their numbering, the same code applies to a different item to what it did in Modelmasters' original numbering scheme.

I would guess that quite a lot of the emails are duplicate/triplicate... as they didn't bother replying to the original email that customers sent.
It is a safe bet there are multiples in that total - we have contributors in this thread admitting to as much... One answered phone call can be easier than dealing with someone who e-mails maybe more than once per day.

For me, the only critical failing is to under-estimate the scale of disorganisation/maladministration of the NGS Shop and work required to recombine the inherited stock. We need to give what is a very small operation who have previously delivered a decent timely service some slack to get the stock organised and work through the backlog...

Online Dr Al

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Re: Modelmaster/NGS decals
« Reply #86 on: January 27, 2018, 12:11:21 am »
Allegedly, in their infinite wisdom the NGS renumbered and resorted the stock but to make matters worse in some cases reused the same numbers for different items so that by their numbering, the same code applies to a different item to what it did in Modelmasters' original numbering scheme.

This is fair enough.

But Modelmaster have been advertising and offering for sale nameplates at very least (not sure about the decals as I've never used them), for 6-9 months or more. They've only pulled everything now - presumably because of this thread and the complaints to NGS. If the stock is in that shambles that takes a few months to sort out, then fair enough, but it should therefore never have been advertised until in a state that orders could be fulfilled.

We need to give what is a very small operation who have previously delivered a decent timely service some slack to get the stock organised and work through the backlog...

Perfectly happy to - but it's too late really as the ship has sailed now - many people are sitting having made orders that have not been fulfilled, and many appear to have lost trust.

Moreover, the email, phone, and Paypal situation strikes of being out of touch with the digital age we now live in - I can understand that Paypal costs. But so do credit cards, which is presumably what most folk will then use....

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

Offline trkilliman

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Re: Modelmaster/NGS decals
« Reply #87 on: January 27, 2018, 09:32:34 am »
Going by recent posts if they are correct the NGS decals were in a right shambles.
I assume they were in such a muddle that they couldn't have been sold off to members cheaply in a lucky dip scenario, clearing the decks for a restocking / start again process? (just a passing thought, but unaware of the possible logistics involved)

Did we have a situation where the committee decided either we cannot sort this jigsaw puzzle, we haven't got volunteers to attempt sorting it, or maybe a combination of both?  So the NGS decals, which I have viewed as a highpoint of membership, were passed onto/back to Modelmaster.

In all fairness to Modelmaster it is beginning to sound as though they were landed with more than they had bargained for /  have bitten off more they can chew. That said, how long does it take to conclude that it's in a mess, and needs sorting before sales can commence without problems?

Whatever happened it's of course water under the bridge.

I fully appreciate that after the departure of the longtime Jaywick "shopkeepers" a whole can of worms opened up. The shop contents have been cleared, which for most of us isn't too problematic. The decals however are not the sort of thing you can buy from a box shifter, or your local MRS. This is where the NGS had a very strong advantage, and membership puller...IMO of course. We must surely all be aware of Fox,CCT, Precision etc, but NGS membership enabled the purchase of Modelmaster decals at a good price. This really showed it's worth when ordering several packs.

It's been posted above that Modelmaster have withdrawn the NGS decals/nameplates from sale. Many members appear to have become rancled how things have played out, whilst others have had few problems. Hopefully the issues can be sorted in a reasonable time scale, and members will again be able to place orders for decals and have them within days, at a realistic postage cost. If this fails to materialise my guess is NGS renewals may suffer.

Offline Lindi

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Re: Modelmaster/NGS decals
« Reply #88 on: February 10, 2018, 08:28:38 pm »
A few N gauge plates have started to reappear on the Modelmaster site. Currently only Westerns and Warships.

From the latest email newsletter Jim is going to retire sometime later in the year.

"After 52 years in the Model Railway Business, I'm going to retire sometime this year,  and spend time travelling and relaxing with my wife Elspeth, who works long, hard, unpaid hours for Modelmaster. There would BE no business without her!"

Offline msr

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Re: Modelmaster/NGS decals
« Reply #89 on: February 11, 2018, 08:40:34 am »
More worryingly, that same press release goes on to state "I'm not printing any more decals or transfers, so when items sell out, they're gone forever, but I'll still complete very limited production of 7mm Scale Waterslide Decals already in the pipeline."  I saw this here:
https://groups.io/g/ngs/topic/modelmaster_plates_and/7707930?p=Created,,,20,1,20,0&jump=1

Since the 2mm/NGS part of the site was taken down last month, this does not bode well for anyone trying to establish what to order and from whom.

 

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