broken models and your experiences

so over the years i know several members including myself have posted threads about models arriving damaged, and the subsequent process of seeking recompense... I had a model arrive literally in pieces years ago, from me to a buyer in France. Even though I had photos of the well wrapped package, I spent three months in contact with Royal Mail Parcel Force, each email lead to it being moved higher up the ladder of customer complaints, until they finally refused to compensate me and I was left giving a full refund and receiving my model back in bits; I've also received several models with damage, most of which I've managed to repair and some after the seller giving me a partial refund.
I have today just received a brand new model from ebay business seller Rally-shop in Germany, a Norev DS3 WRC, and the entire floor has broken and cracked, coming away from the bodyshell; it is beyond a simple repair; I emailed seller and attached three photos to show the damage, I'm still awaiting reply..
I thought this might be a helpful thread, to let other members know our experiences with both couriers and sellers, when damage occurs, thereby allowing members to know the potential hassles and customer service, or lack of it.
Feel free to add your experiences of this, and how or if you got sorted or compensated...

ok so to give credit where its due, rally-shop have issued me with a full refund, and told me to keep the damaged model; this is excellent customer service especially when the fault most likely lies with the courier or parcel force. nice to know there are some suppliers who will do the right thing, so well done them...

Great news, Always good to see a positive outcome.

Ive only had one model arrice broken, an AutoArt Focus WRC. Was painful to see as it still had the factory straps on it. Screws pulled throufh the base and model was then loose innthe box. Lot of damage done but thankfully no clear parts damaged so could be repaired but not the brand new model anymore i had bought. Got a partial refund from the seller which i was ok with as I then got a cheap base but still painful to see.

It did help my case that i took a video of the box as i opened it as i heard it rattle when it arrived, so that was proof it arrived like that

nice one brian i suppose over the course of many models coming and going, the law of probability means we'll get the odd damaged one... i was so scunnered by the attitude of royal mail in my last experience, so i'm well chuffed with this guy and his willingness to sort it...

Pleased you got a good outcome Billy

cheers paul, i think its a good idea to let members know our experiences with sellers, good and bad, especially european ones after brexit etc...

Had a HPI white s11 break clean off on the chassis and bounce around the box about 10yrs ago. Seller gave a small refund. Overall been incredibly lucky

Had plenty of broken models abd cases over the years but always got a fair outcome from sellers and fortunately never a really expensive or delicate model broken

Been a while now since I had a broken model. Usually the vendor sorts it out when you send pics. Some were inclined to over tighten models to bases and when the base inevitably cracked One got the inevitable “rattle can” Last issue for me was a Mitsubishi GSR from Hong Kong in August that never arrived because of Covid - no model , no refund . Putting extra light packing into the Plastic case can save a lot of heartache

No refund isn’t great James. Paypal normally come to the rescue in such situations

having finished the wrc escort i was working on, im going to try to repair this ds3, all the damage is to the floor pan and suspension/steering at front so we'll see what happens...

Just make it a Kris Meeke car and you wont have to fix it at all! He was forever breaking the suspension on the DS3s

Lol

lols i would brian if i didnt already have two meeke ds3's....

Dont know what it is about Norev models however their bases always seem to be much flimsier than the Ixo 1/43/1/18 mouldings which I believe are the same thing. Had at least 3 Norev 1/43rds delivered with shattered bases myself

must def be something in either the manufacturing or maybe even just as simple as the screws being overtightened with no give when the package gets handled by couriers...i've been fortunate with the Norevs, this is my first damaged one i think....i do like the Norev models though...althoiugh like the rest, theyre getting expensive nowadays too....

We are not the only ones who receive damaged product. The following shots are what was received by a local retailer. Asked me to fix them if I could. There are 3 Top Marque models, an LS Collectable who I think is Top Marques by another name as the packaging is identical other than colours, an Apex Collectable and another I cannot remember the brand. These all came from a wholesaler based in Europe except the Apex model. Whilst the wholesaler was willing to refund money, the local guy would have to post back the damaged stock at his cost. Not viable with international postage being what it is these days.  

First up two Pugs and a Range Rover by Top Marques. The Pugs both had the engine in bits rattling around and loose mudflaps. The Range Rover, well, you can see.
1. Pug




2. Pug number 2




3. Range Rover. Note the window nets have two slits vertically. These are damage, not meant to be there. DO NOT pick this model up by the window openings. Your fingers will break the net as it is very fragile. This was already like this when received. Look at many photos online to see this is a common problem. Photo research also shows the front window frame is an error by Top Marques.


4. Jag by LS Collectables



5. Mustang Supercar by Apex. The resin hoses are bouncing around.


6. Toyota Landcruiser (cannot remember the brand as I took the models back to him yesterday all fixed. One of the Pugs and the Range Rover now reside here at his request.)


So, as you can see, this is not just happening to us as the end customer, but also right up the supply chain.