Unhappy Former Customer and Comments (1 Viewer)

[tdubel]

I'm not in any way attempting to counter the perspective of tdubel, who initiated this post - actually my post doesn't address the issues tdubel raises at all really. I'm just offering my own experience on customer service from Thomas Gunn, which I found to be very good. I, like many, received my first MG set with the weapons bent, one beyond repair. His first reaction was 'no problem, I'll send you a new one', but unfortunately, as it was a limited set, so no ready replacement available. So instead I got offered a free set from his later releases (which I think are great by the way!) AND he's organised a replacement MP40, painted, from the factory to repair my first set. I think this is great service.

I know that this isn't strictly on-topic with the dealer vs direct and limited numbers strategy debates, but I think it is evidence of a guy starting out in a new business and genuinely going out of his way to try to look after his customers.

Now all he needs to do is issue some sets in Crete colours ...

That is excellent customer service and I would concur.

I will offer an alternative viewpoint to this in that this is one of my concerns, that is a heck of a headache (for me) to go through to get a set repaired, etc. While great service, that is something I want to avoid and a dealer can help with that avoidance.

All in all though, that is stand up service.

Tom

 

[Rob]

Tom,I know you said you were upset about not getting these from your normal dealer,but if you like the set would you not consider getting it direct,is it worth missing because of who you buy from?.

I know how good it is to have a great relationship with your own dealer,I am very lucky in having K&C UK and Clive for Figarti as dealers,however my experience of dealing with TG direct is also very good.

Rob

 

[tdubel]

Tom,I know you said you were upset about not getting these from your normal dealer,but if you like the set would you not consider getting it direct,is it worth missing because of who you buy from?.

I know how good it is to have a great relationship with your own dealer,I am very lucky in having K&C UK and Clive for Figarti as dealers,however my experience of dealing with TG direct is also very good.

Rob

Rob,
not about missing the set really. I say that in sincerity just as it is not about any ill will toward Gunn. I don't like buying overseas when I can avoid it especially from the manufacturer due to damage issues. Yes I am confident they will fix, but the headache and hassle is a big issue. K&C UK is a true exception to my rule (Hi Tony!). I truly like dealing with my dealers for another reason that is purely selfish...Cash, I like to buy in cash, can't do that across the pond normally. Can do via paypal and I have done that.

I think as a matter of my own principle I took exception to the email marketing side once I read it that basically in an announcement email that included no pricing nor final photos that these were all presold and allotment was cut. I just find that hard to believe that it could presold prior to an announcement (Gunn Club email).

Look, as it turns out, this is a Company's business plan/decision. I will tell you that as a CPA who does business plans for a living, I question how they are going about it, that said, I don't in any way wish any lack of success to them. For me, there is enough to collect that I will be fine in missing out this time and say good luck to those who collect the line and enjoy it all the same.

TD

 

[Rob]

Rob,
not about missing the set really. I say that in sincerity just as it is not about any ill will toward Gunn. I don't like buying overseas when I can avoid it especially from the manufacturer due to damage issues. Yes I am confident they will fix, but the headache and hassle is a big issue. K&C UK is a true exception to my rule (Hi Tony!). I truly like dealing with my dealers for another reason that is purely selfish...Cash, I like to buy in cash, can't do that across the pond normally. Can do via paypal and I have done that.

I think as a matter of my own principle I took exception to the email marketing side once I read it that basically in an announcement email that included no pricing nor final photos that these were all presold and allotment was cut. I just find that hard to believe that it could presold prior to an announcement (Gunn Club email).

Look, as it turns out, this is a Company's business plan/decision. I will tell you that as a CPA who does business plans for a living, I question how they are going about it, that said, I don't in any way wish any lack of success to them. For me, there is enough to collect that I will be fine in missing out this time and say good luck to those who collect the line and enjoy it all the same.

TD

I can really understand about getting something broken from abroad,much hassle indeed in returning it.Also as you say,if you are not that worried about the set then you can let it pass.

I don't think anyone on here thinks you wish anything other than success to TG Tom.

Rob

 

[IXEC]

I don't think anyone on here thinks you wish anything other than success to TG Tom.

Rob[/QUOTE]


Well ,I for one think that's exactly what has happened whether intended or not.

The comments about the new TGM offerings are making it appear that TGM is a shoddy-run outfit, nothing could be further from the truth. Everyone that buys from TGM got the same email, telling all to buy quickly for the stated reason. The unjustifed spin on the TGM email message is putting the whole matter in a very precarious delema for Mr.Gunn and that is plainly irresponsible. But it's repeated over and over, that it's just how some see it. It plain trouble and open baiting.

The same basic thing was done to FL about the weight of their Stug, the comments caused serious damage and it kept rolling until it earned the ire of the whole plastic modeler community, but by then the damage to Matt was complete. I saw the result of this " personal opinion " at the last TS show I attended. Comments like that are hurting these new manufacturers whether anyone realizes it.

I hope readers here understand that this is all, JMHO

 

[marco55]

What exactly was the damage?Did it hurt the sales of the Stug?
Mark

 

[jazzeum]

I doubt it did. I'm sure manufacturers don't mind a little controversy; probably doesn't hurt sales.

If collectors see a situation the don't like, should we keep quiet because it might affect sales? No, that's not our role.

 

[Lewey Gun Vick]

If collectors see a situation the don't like, should we keep quiet because it might affect sales? No, that's not our role.

Ditto! I really quite appreciate another collector's view on a product and their review on it!

Vick

 

[1879fanatic]

Ditto! I really quite appreciate another collector's view on a product and their review on it!

Vick

Vick,
What did you learn from this thread? Views and reviews of product? quality? accuracy? Don't go well with K&C?
No, all you really learned was that TGM is not making enough sets to meet demand! So freakin' what! TG already e-mailed me and asked if I wanted to reserve a set. He's treating me right.
All this bandwagon crap has got to stop, especially from non-TGM customers.
The only folks qualified to comment should be those that have direct experience with TGM.
Over.
Mike

 

[tdubel]

Wait a minute, I was a TG customer? Hence member of the Gunn club?

Is anyone actually suggesting I should censor my own experience or opinion?

There was no intention other that what I stated, my God, did anyone actually read my original post or is just off the handle we go? And further more, IXEC, am I to take it personally that you have bad will toward me? If so, I would love to know what for. I know of only one person on this board who I think dislikes me and I have even tried to rectify that situation with a pm. And there may be one other, but if there should be anyone thowing stones on that one because of a past dealing, it would be me, but I have refrained b/c it is just not worth it.

Finally, are any of you actually suggesting that I influenced the sales of the Stug? If so, I should run for office if I am that important.....I don't think so.

Seriously, you all do know that I buy First Legion Napoleonics and plan on buying more even if the owner of the Company doesnt like my opinion on models (I am not a modeler, sorry, shoot me, I can't help it, I like heavy ugly stuff...........) And I guess I should even say in all fairness that I think models are beautiful works of art, I just dont own them b/c that is not my interest.

And I was a customer of Gunn, it is **** fine stuff. And while we are on the subject, I own the entire New Model Army including the Tigers. Point is I support just about every TS company out there. I wish no non success to any of them.

This is nuts, just because I disagreed with a practice, I am anti little toy soldier company, what am I, on Britains payroll, K&C's? Figarti? Jeez, if I am, where is the payoff????

WOW.

 

[Phantom Warrior]

Wait a minute, I was a TG customer? Hence member of the Gunn club?

Is anyone actually suggesting I should censor my own experience or opinion?

There was no intention other that what I stated, my God, did anyone actually read my original post or is just off the handle we go? And further more, IXEC, am I to take it personally that you have bad will toward me? If so, I would love to know what for. I know of only one person on this board who I think dislikes me and I have even tried to rectify that situation with a pm. And there may be one other, but if there should be anyone thowing stones on that one because of a past dealing, it would be me, but I have refrained b/c it is just not worth it.

Finally, are any of you actually suggesting that I influenced the sales of the Stug? If so, I should run for office if I am that important.....I don't think so.

Seriously, you all do know that I buy First Legion Napoleonics and plan on buying more even if the owner of the Company doesnt like my opinion on models (I am not a modeler, sorry, shoot me, I can't help it, I like heavy ugly stuff...........) And I guess I should even say in all fairness that I think models are beautiful works of art, I just dont own them b/c that is not my interest.

And I was a customer of Gunn, it is **** fine stuff. And while we are on the subject, I own the entire New Model Army including the Tigers. Point is I support just about every TS company out there. I wish no non success to any of them.

This is nuts, just because I disagreed with a practice, I am anti little toy soldier company, what am I, on Britains payroll, K&C's? Figarti? Jeez, if I am, where is the payoff????

WOW.

Don't feel guilty Tom. I doubt if your comments had any impact on sales of the stug or the new TG sets which I hear are very strong. As long as TG produces pieces of the quality he has been making, and I can buy from a nearby dealer, I will continue to do so.

The whole point of this thread at the start was about TG cutting the dealers out of selling the club figures. Opinions were expressed by a few collectors and well responded to by TG. Anything more than that is BS IMO.

Terry