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Armor/AFV: Axis - WWII
Armor and ground forces of the Axis forces during World War II.
Hosted by Darren Baker
a BIG Dragon error !
RobinNilsson
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Posted: Friday, October 11, 2019 - 02:53 AM UTC

Quoted Text

Dragon Care tries to give you the ten tasks of Hercules, plus demand a gallon of urine (which they throw out) just to see if you're serious!



and the postage for that gallon means that you might as well buy a new kit ....
Kevlar06
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Posted: Friday, October 11, 2019 - 04:03 AM UTC
Good luck getting anything from Dragon without a receipt. That's always been their policy. They want to make sure you purchased the kit from one of their approved vendors. Their policy is all business-- in that if you purchased a kit second hand, they believe their liability ends. They want YOU to prove to them you or someone else didn't lose, destroy or steal the part. I learned this while working for a Dragon distributor. In fairness, they are not the only manufacturer that does this, but, most manufacturers practice the policy of giving the customer the benefit of the doubt, to gain customer satisfaction and loyalty. In my experience, Dragon uses it as an out to slink out of any responsibility. They really don't care if they are being eclipsed by other manufacturers in the customer service area. By the way, I make it a habit to save the receipt for kit purchases and slip them into the box. I learned that precisely because of Dragon's restrictive policy. But I know that's not always possible for everyone.
VR, Russ
ivanhoe6
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Posted: Friday, October 11, 2019 - 05:37 AM UTC
Thanks Russ for sharing your experiences. As I stated earlier that Cody bailed out Dragon by sending me the missing parts. So now I can complete the kit.
This is more a test of wills to see if Dragon will acknowledge their failure and make it right. Especially on a kit with it's known flaws. I hope that they will and salvage a little bit of their formerly good reputation.

Time shall tell....
panzerbob01
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Posted: Friday, October 11, 2019 - 01:53 PM UTC

Quoted Text

Good luck getting anything from Dragon without a receipt. That's always been their policy. They want to make sure you purchased the kit from one of their approved vendors. Their policy is all business-- in that if you purchased a kit second hand, they believe their liability ends. They want YOU to prove to them you or someone else didn't lose, destroy or steal the part. I learned this while working for a Dragon distributor. In fairness, they are not the only manufacturer that does this, but, most manufacturers practice the policy of giving the customer the benefit of the doubt, to gain customer satisfaction and loyalty. In my experience, Dragon uses it as an out to slink out of any responsibility. They really don't care if they are being eclipsed by other manufacturers in the customer service area. By the way, I make it a habit to save the receipt for kit purchases and slip them into the box. I learned that precisely because of Dragon's restrictive policy. But I know that's not always possible for everyone.
VR, Russ



I've actually successfully used "DragonCare" several times over the past decade... Never had a receipt to offer the guy, as almost all of my overly-large stash of Dragon plastic has come from evilbay sellers and from vendor tables at shows. Yes, I've seen and known for about the same decade about that "receipt policy"... but I've always managed to speak to the actual D-C guy (it's basically a 1-man office with a pile of kits which he raids for your parts) - a good talking relationship seemed to work in my several cases.

Bob
ctkwok
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Posted: Friday, October 11, 2019 - 04:32 PM UTC
I guess it'd really depend on the kit you're missing parts for. The Kleiner is long OOP, whereas Pz IIIs, IVs and Tiger are probably easier to find spares. I tried asking for Tiger Late's PE a couple of years ago and never gotten a response though.
panzerbob01
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Posted: Friday, October 11, 2019 - 04:54 PM UTC

Quoted Text

I guess it'd really depend on the kit you're missing parts for. The Kleiner is long OOP, whereas Pz IIIs, IVs and Tiger are probably easier to find spares. I tried asking for Tiger Late's PE a couple of years ago and never gotten a response though.



I would, in general, expect that parts and sprues from more-recent kits may be more likely to be provided by DragonCare, as versus stuff from older, longer OOP kits. The "Kleiner" kit in question is one of Dragon's relatively more-recent releases. The picture is further clouded by the fact that many kits share some or many sprues... There is no actual requirement that the requested part(s) actually must come from that specific kit (albeit you may be told that this is the case and the "policy") - I managed to, after some long discussion, convince the DC gent that the same narrow (38cm) Pz. III/IV tracks that I needed replacement of for my Pz. III E (France 1940) kit could actually be found in a couple of other kits. He didn't have a III-E kit to raid and wasn't going to get me those tracks - until I convinced him that the same track set could be had from another kit which he did have one of. That Kleiner kit shares those wheel sprues with several other more-recent releases, so there's a good chance that there is a suitable donor available even if the Kleiner kit isn't. One can hope! Not saying that one will get joy from DC every time, but good things do sometimes happen!

Bob
ivanhoe6
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Posted: Friday, October 11, 2019 - 11:02 PM UTC
Bob, I never thought about giving them kit options. The "Mother Kit" the Pz1 should be in their stash. Good idea !!!
Kevlar06
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Posted: Saturday, October 12, 2019 - 05:32 AM UTC

Quoted Text


Quoted Text

Good luck getting anything from Dragon without a receipt. That's always been their policy. They want to make sure you purchased the kit from one of their approved vendors. Their policy is all business-- in that if you purchased a kit second hand, they believe their liability ends. They want YOU to prove to them you or someone else didn't lose, destroy or steal the part. I learned this while working for a Dragon distributor. In fairness, they are not the only manufacturer that does this, but, most manufacturers practice the policy of giving the customer the benefit of the doubt, to gain customer satisfaction and loyalty. In my experience, Dragon uses it as an out to slink out of any responsibility. They really don't care if they are being eclipsed by other manufacturers in the customer service area. By the way, I make it a habit to save the receipt for kit purchases and slip them into the box. I learned that precisely because of Dragon's restrictive policy. But I know that's not always possible for everyone.
VR, Russ



I've actually successfully used "DragonCare" several times over the past decade... Never had a receipt to offer the guy, as almost all of my overly-large stash of Dragon plastic has come from evilbay sellers and from vendor tables at shows. Yes, I've seen and known for about the same decade about that "receipt policy"... but I've always managed to speak to the actual D-C guy (it's basically a 1-man office with a pile of kits which he raids for your parts) - a good talking relationship seemed to work in my several cases.

Bob



Bob, I'm surprised you could even get them to talk to you. The sales staff was always ready with "offers" and orders, but when we had kit problems it was difficult to get anyone to talk with, but that was back in 2013. Maybe things have changed. Are you talking Dragon USA?
VR, Russ
RobinNilsson
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Posted: Saturday, October 12, 2019 - 06:00 AM UTC

Quoted Text

Bob, I never thought about giving them kit options. The "Mother Kit" the Pz1 should be in their stash. Good idea !!!



Make sure you have a receipt for it
panzerbob01
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Posted: Saturday, October 12, 2019 - 11:09 AM UTC
At Russ; Dragon Care USA. Last used them (OK, him, as it's, by his own statement, one guy handling bits from a pile of kits - usually returned and / or damaged kits from retailers back to the distributor, who passes some to the D-C guy for parting-out to us hopeful modelers - ) back in later 2016, before I packed my stash and relocated. Haven't had any occasion to engage D-C since then, but suspect that actually little has changed. Get in live phone contact with the guy and you may get somewhere.

Robin; The site policy does say receipt is needed... As I mentioned above, I've managed without. But that's only been my experience, and other's may be quite different! Dragon Care USA is, far as I know, pretty much "only" servicing US customers. Is there some analog Dragon Care operation serving Europe? If so, they may do things rather differently, I suppose.

At Ivanhoe6 / all who may at some point try to deal with D-C:

As all likely know, many of the D's kits are parts of series of related subjects (efficient use of molds and all that). Many sprues are in common among several kits. Knowing what other kits may have the sprue or part that you seek enables you to press D-C when told that he doesn't have the specific kit you asked about. Going in knowing about the sprues and the kits which have them is your best ammunition as you go into this breach!

Cheers! Bob
ivanhoe6
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Posted: Tuesday, October 22, 2019 - 10:48 PM UTC
UPDATE ! There was an Email from Dragon in my inbox this morning asking for my mailing address. I take that as a good sign that my missing parts are on their way.
Thanks everybody for your input & experiences with Dragon Care !
And thanks again Cody for your extra parts just incase Dragon let me down.
PzDave
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Posted: Tuesday, October 22, 2019 - 11:25 PM UTC
Ditto on the MiniArt comments! Very responsive and helpful! For what Dragon charges for the kits you would think they would work harder at pleasing their customers.
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