direct orders

[Lee Davis]

I expect to take a shot every now and then (it goes with the territory),
and I usually ignore it, but I've never said that to a customer - ever.
I just called Steve, and he's going to pull the file on this Monday.  We
have a record of every transaction, including dates of damage claims and
replacements.
 
Freight damage is part of the business and we have a policy that has
been in place since day-one.  When it happens we notify the shipper.  It
is their responsibility to pick up the kit and assess the claim.  At the
same time, we send a new kit to the customer with no charges.  If, or
when (never less than 90 days), the shipper pays the claim has no
bearing on our procedure.  The only thing the customer is responsible
for is making the damaged item, including the original shipping
container, available to the shipper for pick-up.
 
The only time there is a delay is if the damaged item is out of stock
(rare).  This situation can take up to 30 days to resolve.
 
We also honor full refund returns within 30 days of purchase for unused
items, though we do not refund return shipping for those cases.
 
Lee Davis
Piedmont Models
http://www.piedmontmodels.com/
 
 
John,
No the kit wasn't ordered from Dixie, it was from Piedmont.
 
Steve
 
I ordered a HYDEOUT from the company that first started selling them
when I was in Arizona.
Upon opening the box I found the the kit was totaled , a real mess .
Upon calling the seller I was
told that they would have to settle the claim with UPS before they would
send me a replacement!
Without the settlement I was told "they would loose money" by replacing
the trashed kitt and they simply would
not send the replacement until then. Took a long time to get the
replacement and the quality simply wasn't there.
A real piece of poor customer service. They now don't sell the kit and I
have had nothing but the best of luck in
the past with PAC. 
I agree that you have to be willing to pay for the extra packing care
and hope for the best. 
 
Steve Hosner
 
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