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Author Topic: Heller, the company with the worst, sorry non existent, customer care.  (Read 3018 times)

kpnuts

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Hi all Due to the fact that (dispite numerous emails and telephone calls ignored, broken promises, and total contempt for the customer) the Soliel Royal is permanently shelved, They ignore all methods of communication, blatant lying about parts being sent. this is not the first time either on the La Reale De France there were parts missing which took weeks to sort out for the same reasons they just wont answer emails and lie on the phone. Its not just me either, since I've finished the La Reale I've had four people contact me and say they had it in their stash and after checking they are missing the exact same parts, and at least one of those is having the same trouble I had getting the parts (don't know about the others maybe they haven't tried yet)

I would be interested in whether anyone else on here has had the same problem with them, would be quite nice to compile a list of any and if I got enough maybe send the list to trading standards.
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Netleyned

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Re: Heller, the company with the worst, sorry non existent, customer care.
« Reply #1 on: February 11, 2016, 05:44:41 pm »

I hope you have posted this on the dedicated sites
that cater for the plastic ship modellers.
It sounds like 'Sell em a box of bits and that's it.


Ned
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ballastanksian

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Re: Heller, the company with the worst, sorry non existent, customer care.
« Reply #2 on: February 11, 2016, 08:36:08 pm »

Sounds like they are losing interest in the integrity of their product. I mean, is it tht difficult or expenmsive to pop a sprue off the prodsuction line (or out of the shipping container) and put it in the post? But then, if they care so lttle about what they put in the box, they obviously care little more about the customer. But for the sake of retaining a national plastic kit manufacturer Revell could probably snap the company up and make a much better job of it.

I am sorry that your build was scuppered Ken, it is so frustrating and such an essential bit.

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warspite

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Re: Heller, the company with the worst, sorry non existent, customer care.
« Reply #3 on: February 12, 2016, 10:05:56 am »

Or convert the half hull and parts into a sunken diarama - cue eddie solo  :embarrassed:
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Nemo

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Re: Heller, the company with the worst, sorry non existent, customer care.
« Reply #4 on: February 12, 2016, 12:17:07 pm »

Once again I have to ask in cases like this - have you addressed the seller under the Consumer Rights Act 2015?  Under the Consumer Rights Act all products must be of satisfactory quality, fit for purpose and as described.
The goods you purchased from them are useless due to missing part/s therefore you are entitled to use the law to at least get you a refund. Might be through the Small Claims  scheme but it seems the only way to hit these so-called traders.
Read this - http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act#link-2

Stick to your guns!     
 
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kpnuts

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Re: Heller, the company with the worst, sorry non existent, customer care.
« Reply #5 on: February 12, 2016, 12:28:28 pm »

This was bought direct from heller so no where else to go.
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cos918

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Re: Heller, the company with the worst, sorry non existent, customer care.
« Reply #6 on: February 12, 2016, 07:39:12 pm »

Once again I have to ask in cases like this - have you addressed the seller under the Consumer Rights Act 2015?  Under the Consumer Rights Act all products must be of satisfactory quality, fit for purpose and as described.
The goods you purchased from them are useless due to missing part/s therefore you are entitled to use the law to at least get you a refund. Might be through the Small Claims  scheme but it seems the only way to hit these so-called traders.
Read this - http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act#link-2

Stick to your guns!   


Heller are a French company. It was brought direct so would come under French law.


John
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Nemo

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Re: Heller, the company with the worst, sorry non existent, customer care.
« Reply #7 on: February 12, 2016, 08:49:51 pm »

This was bought direct from heller so no where else to go.

I did wonder kp but no comeback as you say. Unless a strongly worded threatening letter employing a bit of legal bluffing be sent giving a final warning and a deadline? Nothing to lose, is there? We wish you well.
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kinmel

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Re: Heller, the company with the worst, sorry non existent, customer care.
« Reply #8 on: February 12, 2016, 08:56:20 pm »


Heller are a French company. It was brought direct so would come under French law.


John

Even better, E.U.law gives up to 6 years warranty.

http://europa.eu/youreurope/citizens/consumers/shopping/guarantees/index_en.htm
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essex2visuvesi

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Re: Heller, the company with the worst, sorry non existent, customer care.
« Reply #9 on: February 12, 2016, 10:24:03 pm »

Even better, E.U.law gives up to 6 years warranty.

http://europa.eu/youreurope/citizens/consumers/shopping/guarantees/index_en.htm


Yes but this is the French..... they pick and choose the E.U laws like they do cheese and fine wines
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