Model Power

Review: Service / Repair of a Mantua Classics 4-6-2 Pacific 349 Series HO Loco

Hello,

I have been trying to communicate with Model Power ([redacted] ). Recently, there has been no responses to my emails. I have also tried to call, but it appears the numbers is not in service. Their main web page is saying they are having financial difficulties and are trying to resolve issues. We sent a model train engine to them for repair back in early 2013. At this point, I would be willing to just get the train back as it is a special item to my 87 year old father who is wondering why he can't get it back. Many, many emails have been sent since March 2013 with no recent reply to resolving this. I can forward the long email chain if needed. Any assistance / advice would be appreciated.Desired Settlement: Complete the repair or return the HO engine so we can find an alternative repair source.

Consumer

Response:

At this time, I have not been contacted by Model Power regarding complaint ID [redacted].

Sincerely,

Review: I have purchased many Model Power models, the vast majority are fantastic, but have had problems with three - 2 x 'Enterprise' Space Shuttle, and 1 x UH-1 Helicopter.

The 'Enterprise' space shuttles are both factory defective, having damage to the name 'Enterprise' on the port nose and paint chips missing on the tail.

The UH-1 Helicopter had the cockpit windows and nose cone completely detached from the vehicle, which I initially thought was normal as it came with assembly instructions (this is in fact only for the main rotor).

I contacted the company who informed me (via '[redacted]') that all they are willing to do with the Shuttles in fix or replace them but I must send the factory-defective models to them at my own cost (Western Australia to New York). They are unwilling to do anything in regards ot the defective helicopter.Desired Settlement: All I desire is non-defective products. I am happy to return the products to the company for replacement, but should not have to pay shipping costs due to their own factory errors.

The problem with getting a refund is that the only way for me to make these models cost effective is to order a large number at each time - I simply cannot afford to do this until I get a non-defective shuttle and helicopter.

Business

Response:

[redacted] bought planes from a dealer. He should of course return them to the dealer, how can we give him his money back if we did not sell him the items?

We offered to replace these without even seeing his sales slips because we have so little complaint/defectives..we thought it was unusual. All planes are visible from the box.

So he can see if there was mistakes. He was not happy with the printing and location of the flags for the Space Shuttle (we sell to the Smithsonian museum ...if they were not correct they would not buy them). But , no matter we would replace them, even though the replacement could be the same.

We just found out about the Helicopter....never mentioned...sounds like he dropped it or it fell over and the front canopy came off. (same as the chipping on the shuttle) He did re- glue and looks like he got glue all over the canopy

(certainly not our fault). If he saw it was loose in the box he should have returned it to whom ever he bought it from immediately

Please keep in mind 3 planes (helicopter) costs him $32.00. These are not expensive models..

some liberties in decoration can be taken given the inexpensive price., its like buying a Matchbox car and saying ....you know the wheels are not in scale. Well yeah its a $2.98 toy.

We do not like to complain about customers but [redacted] is expecting money from someone

he never gave it to. We have no warranty on these planes but take back from paying customers if there is a problem.

Please let us know your thoughts.

Phone: [redacted]

Fax: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Once again this business is skirting the issue by bringing up irrelevant points.

I have not, at ANY time, requested money from Model Power, and had they paid attention to what I was actually saying they would have seen this. Furthermore the issue of the name 'Enterprise' being in the wrong location on the model was a suggestion (I have never mentioned flags), and once again has absolutely nothing to so with this complaint.

In regards to the helicopter we see a business trying to put the blame of its own factory mistakes onto the consumer. The helicopter was faulty in that the front nose cone and cockpit windows were not attached in the box. I am happy to send this model back, at which point Model Power will find ZERO impact damage, or any other sort of damage I possibly could have caused. As I already stated to the company I thought the loose cockpit might have been normal as this model, singular of all Model Power models I have, had assembly instructions.

In regards to the shuttle the company once again puts the blame for their shoddy work onto me. I have two 'Enterprise' shuttles, one is out of the box, one is still sealed. They both have exactly the same paint chipping, they both have exactly the same degradation of decals. These issues are factory defects, not customer damage.

The cost value I put in is a rough estimate for two of the models, not three. It is also irrelevant because once again, I do not want a refund, simply for them to be fixed or replaced.

This company has sold factory-defective products and is now attacking the customer who wants said defective products fixed. They are trying to muddy the waters of this issue with irrelevancies instead of being a decent company and fixing the mistake they themselves made.

Furthermore they make the claim that these models are inexpensive - no, they cost over $20 each and that only works with combined international shipping. The rest of my Model Power collection looks wonderful. Unfortunately with these two unique models, the shuttle 'Enterprise' and the helicopter, Model Power have factory defects.

All I am after here is for the company to replace the models with non-defective models. I do not want a refund, I do not want money. I am happy to send the models back at the company's expense.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you. Just send the planes back to where you bought them. You did not buy from us.