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Not very happy with F-Shop customer service

Discussion in 'Collectables, Literature, & Models' started by bmagni, Mar 10, 2006.

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  1. bmagni

    bmagni Karting

    Mar 10, 2006
    245
    Full Name:
    Bruno
    #1 bmagni, Mar 10, 2006
    Hi, as many of you I'm a serious collector, if I buy an item I expect it to be perfect (and im not talking about Hotwheels).
    Recently I purchased a BBR Enzo in 1:18 from fstore.com, I was really expecting on getting this model, when the normal release was out for sale I had a hunch and thought FShop would release a limited edition on a leather base. After more than a year of waiting, I was rewarded when I recieved an email telling me it was gonna be released in a limited series of 99, which then turned out to be 100. Anyway, after a week of constantly checking fshop.com it was finally available for sale, purchased it with no problem. When it was delivered I was really happy to get to know I got number 001/100.
    Then after a week or so, of it being delivered, I went to pick it up, and to my surprise the model wasn't in anything close to mint condition.
    First of all the plexiglass came all dirty, with some weird paint in it, which in the end I didn't mind cause it could be cleaned up. But thats not it, it came with a loose part that is the fuel deposit thing where you put the hose when you're fillin up, then the engine compartment had a scratch, and the hood is bent, yes the metal is bent, and it had a drop of black paint that can't be removed.
    So I came back home, and that same day I wrote to Fshop regarding this flaws or defects I found and asking them for a replacement of the model, just the model, not the base, not the plexiglass, not anything but the model itself, and they didn't answer, not in one whole week, but when I asked them about the model release they would only take a few hours to reply. So after seeing no answer, I wrote them again, and once again almost a whole week passed, and no reply, not even a reciept confirmation or anything. Because of this I wrote them once again, asking what was wrong and they replied the next day, saying they were sorry that "the model didn't meet my expectations" but they offered a full refund if I sent the model back (this is in their return policy) and that they couldn't replace it cause it was already sold out. I replied to them telling that its nothing but the same model as the regular BBR 1:18 Enzo, with only the presentation livery, and that they could get the replacement model from BBR, as those aren't sold out, and once again the reply I got is they could only offer the refund. Being a collector, losing a piece like this isnt an option, even if I got my money back, that isn't my way of thinking, its not what I want.
    To wrap this up I must say I'm not happy at all with what Fshop offered me, first of all because when paying 400 dlls for a model plus shipping, I expect something flawless, and if it had any problem I expect it could easily be replaced. And also because IMO they're offering a poor customer service, offering a very simple solution, not to help me, but just to solve their problem.
    Their articles are great, but their customer service not even close.

    Here are the pictures with the errors circled in yellow.

    bent metal: http://img84.imageshack.us/img84/9680/bentleftside2rx.jpg
    paint drop: http://img80.imageshack.us/img80/1135/blackpaintrightside2ig.jpg
    http://img99.imageshack.us/img99/5827/blackpaintrightside29vo.jpg
    engine: http://img99.imageshack.us/img99/3003/engine7fw.jpg
    http://img71.imageshack.us/img71/9647/engine25lk.jpg
    fuel thing: http://img71.imageshack.us/img71/918/fuelthing7px.jpg
     
  2. Jay GT4

    Jay GT4 F1 Rookie

    Oct 16, 2001
    4,995
    La mamma dei fessi
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    e sempre incinta
    #2 Jay GT4, Mar 10, 2006
    I take it you don't own a full size Ferrari. You should see the blemishes on those straight out of the Factory! :)
     
  3. Christian.Fr

    Christian.Fr Two Time F1 World Champ

    Jun 9, 2005
    21,750
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    Christian.Fr
    #3 Christian.Fr, Mar 10, 2006
    thanks for your post, interresting to know!
    don t forgett you are the customer you can have a new one try with them
    for replace, told them that you talk in many forum, afther they realize that
    they can lose many others customer.

    i have done the same, with US dealer, at the end he turn me back new
    one.
     
  4. Challenge64

    Challenge64 F1 Veteran
    Owner Rossa Subscribed

    Jul 28, 2004
    6,366
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    Ron
    #4 Challenge64, Mar 10, 2006
    No offense..but you're being picky.

    Here is the deal. I was a BBR dealer for the better part of 12 years. This is how it is. This is how it always will be. These models are all hand made.

    A handmade model isn't perfect. Add in shipping and all that bouncing, stuff happens. BBR is known for making great models..mostly..but there are defects in their work. As I said...these are handmade.

    We as a model shop/ Internet site/ Wholesaler/BBR dealer had to do was examine every model and fix what we could. Some could be fixed. Others were too far gone. Unfortunately the details you pictured would be mostly ignored by us when we inspected them. I would have tried to fix the metal, but left the paint.

    How the model store handles you should be to do what ever you want. ie..if you bought from us, I would have just taken the model back or exchanged it if we hand another. Good Luck
     
  5. Challenge64

    Challenge64 F1 Veteran
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    Jul 28, 2004
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    Ron
    #5 Challenge64, Mar 10, 2006
    whoops..correction. The 1/18 version isn't hand made by BBR.

    Still....models have flaws. Thats part of the industry.

    Try returning it...and Good Luck
     
  6. bmagni

    bmagni Karting

    Mar 10, 2006
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    Bruno
    #6 bmagni, Mar 10, 2006
    right on the spot, starting tomorrow I will save money so I can buy the second cheapest Ferrari I find so I can say that I own one !! :)

    thanks for your opinion, though thats not my plan
    We'll see what happens...
     
  7. bmagni

    bmagni Karting

    Mar 10, 2006
    245
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    Bruno
    #7 bmagni, Mar 10, 2006
    thanks
    I'm not thinking of returning it, I'll keep the model, but not as damaged as it is, I have some plans in my mind
     
  8. bmagni

    bmagni Karting

    Mar 10, 2006
    245
    Full Name:
    Bruno
    #8 bmagni, Mar 15, 2006
    Seems Fshop is not willing to help
    Their customer service told me the model couldn't be replaced cause they were sold out, pretty good reason
    guess what ?? Today the model is re available for purchase... their customer service is more than poor...
    oh and just yesterday I recieved an email from them, telling me once again they could only refund

    http://img95.imageshack.us/img95/7383/fshop1rg.png
     

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