Contacting Eduard?

Jessie_C · 22 August 2010, 11:08 AM

Hi all,

I just bought a defective E.11/111 kit which has 2 "A" sprues and no "B" sprue. This means that I have 2 RH fuselage halves and no LH half. I'd like to find out if Eduard will sell me a "B" sprue (I bought the kit in full knowledge of this deficiency; it was sold as a "parts" kit) so I can finish it.

My trouble lies in contacting Eduard. info@eduard.cz seems to lead to the proverbial black hole. Does anyone know how to reach a live person chez Eduard?

J

TimC · 22 August 2010, 01:52 PM

Hi Jessie, I had the same problem on a Pfalz kit. This was one I bought as a good kit but when I examined it there where 2 sprues the same. I contacted Eduard on the same email address as you tried and got a reply after about 10-14 days I think. They offered to send me both sprues, free of charge to replace them. Great service I am sure you will agree.

I know your situation is a little different but I am sure they can help you. I got a reply from the other email address on there 'contact us' page, the department one, might be worth a try. I am sure they will reply and be able to help.

Tim

coyotemagic · 22 August 2010, 03:10 PM

Hi Jessie,
My Roland C.II kit came without pe. I sent them an email, never got a reply back, but 3 weeks later I recieved the pe. Aside from no response, I'd say they provide excellent service.
Cheers,
Bud

Jessie_C · 22 August 2010, 04:49 PM

Thank you both. I'll wait patiently and meanwhile work on other things

J

Lufbery · 22 August 2010, 05:42 PM

Similar success story: I'm working on a 1/72 Eduard Sherman tank. in the process of working on it and making mistakes, I got concerned that I wouldn't have enough single tracks left. So I wrote an e-mail asking how I could order just the sprue with the single track links.

I got a response asking for my mailing address and then several days later that sprue showed up free of charge!

Eduard rocks.

terri werner · 22 August 2010, 08:02 PM

No worries Jessie , Eduard will come through ! They are the best

Jessie_C · 6 November 2010, 05:50 PM

3 and a bit months later I'm still waiting...

Scimitar · 7 November 2010, 12:28 AM

Quote:

Originally Posted by Jessie_C

3 and a bit months later I'm still waiting...

Don't hesitate to contact them again. I've never had any problem with Eduard...

Jessie_C · 24 November 2010, 06:34 AM

I finally received a reply from Eduard:

> Dear Sir,

(Oops!)

>
> Firstly we would like to say we are sorry for the problem with our
> product and my late response.
>
> We would also like to inform you, that we have changed the system of
> accepting claims.
> If you have bought the product directly from us, we will kindly send
> you spare the parts. Please let us know, sending email to
> department@eduard.com.
> Otherwise - if you bought it elsewhere, please issue that seller, the
> damaged or missing parts will be re-ordered through him.
>
> Best Regards,

So that's it. If you bought a kit from a dealer, they're making it the dealer's responsibility to claim for replacement parts.

JohnReid · 24 November 2010, 07:01 AM

That doesn't sound like a good idea to me!