Customer service in general has earned a reputation for not really providing any service to the customer. The reputation for customer service among model manufacturers is equally poor.
I recently planned to build an Airfix Blenheim Mk.I, but discovered an entire frame of parts was missing from the box. This frame included both lower wings. I contacted Customer Service at Airfix/Hornby and they told me that they first had to see if the frame was still available at their factory, but they would be glad to provide it if available. About 3 weeks later I received a box from Airfix/Hornby that contained the entire missing frame. It is really gratifying to know that there is still a customer service department that provides customer service. It has to be expensive both in time and money to find and send these parts to me, and I certainly appreciate their effort.
2 attached images. Click to enlarge.
