fred2184 | 21 Jan 2016 5:30 a.m. PST |
Just wondering if anyone else has noticed how abysmal the service by battlefront are recently, we ordered and purchased some items from them last november, we havent recieved or heard from them since , even after sending multiple emails with concerns (no replies)…. |
Tgunner | 21 Jan 2016 5:39 a.m. PST |
Go figure. I'm guessing that you went on the Tanksgiving sale? I ordered some stuff and got it in two waves: my tanks arrived just a couple of weeks after ordering while my grunts arrived just before Christmas. Slow, but they said on their site that they had to produce stuff to fill orders. I've never had a problem other than that and they are usually decent about replying to inquiries. Did you use their "contact us" page? link |
tberry7403 | 21 Jan 2016 6:55 a.m. PST |
Well, they are in the process of moving their factory to a larger facility: TMP link Though their terrible service seems to be old hat. |
stew46a | 21 Jan 2016 6:58 a.m. PST |
Same here, ordered in November for Xmas arrived last week, no contact by e-mail but answered land line and I was told they have to wait until they have enough to ship from their factory in Malaya. Very slow service won't bank on their products again. |
Patrick Sexton | 21 Jan 2016 9:15 a.m. PST |
Actually received mine within two weeks; books, tanks and riverine craft. |
VonBlucher | 21 Jan 2016 10:20 a.m. PST |
It had allot to do with available inventories, I received most of my order from the sale and if you check the packing slip/invoice and anything that didn't ship is on back order and will ship when stock becomes available. Hopefully before the end of this year. |
BombAlleyVet82 | 22 Jan 2016 12:22 a.m. PST |
It would be nice to receive ANY part of my order. Instead of all these new releases that are being advertised for Team Yankee, they need to get their house in order and fulfil their orders! |
Wargamer1950 | 24 Jan 2016 6:47 a.m. PST |
Well, if I had to suggest a recipient for the worst Customer Service in the hobby, based upon my own experiences it would undoubtedly be 'Battlefront UK'. My first experience was in November last year. I'd purchased two of their Vietnam Riverine sets; Giaps Guerillas and Kelly's Heroes. In the latter set I noticed that it had been packed with insufficient mgs to enable me to create all the weapon options. Not much of a problem in itself, after all its easy enough to scratch build one. However I contacted Battlefront to make them aware of the packing problem. After weeks of waiting for the courtesy of a reply. I finally received an acknowledgement of my emails with an assurance that my comment would be investigated. Well, now several months later I've yet to receive a response. I was never expecting a replacement part, but a polite 'thank you' for pointing out a problem would have been nice. Moving on, in mid December, I received a Wayland Games voucher which I decided to use to purchase three Flames of War Hetzers from them. Apart from a ridiculous delivery time of almost a month, which was nothing to do with Wayland, but simply Battlefront's poor delivery service, I received the items on the 14th January 2016. On opening the first one it was clear that the quality of the resin component wasn't particularly good, but the metal parts (the side armour panels with integral 'wheels' and tracks, were frankly appalling. I have never seen so much 'pitting'. Whilst I suppose one can expect to have to do a bit of 'filling', these components went way beyond what I felt was acceptable. And incidentally this poor quality applied equally to all three models! I emailed Battlefront detailing my disappointment, on 14th January. No response. I emailed them again on the 18th January and received a tracking number (BPN-89866-686) and an automated response, assuring me that "One of our staff will contact you personally to help resolve the problem as soon as possible." Now six days later, still no response from 'a human being', no resolution or constructive input. Perhaps I'm simply expecting too much, and after my previous experiences, I actually wonder why I bothered to try to purchase from them again. I would add that Wayland Games have been very helpful and offered to help resolve my complaint by contacting Battlefront themselves, but honestly, in this day and age, should this really be necessary. I don't normally raise personal issues on this forum, but given the number of other people experiencing problems, I'm adding my voice. Its also significant perhaps that nobody from 'Battlefront' has apparently felt able or willing to offer any form of explanation for their blatant failure to communicate or acknowledge when a customer (even an increasingly disillusioned one) has genuinely tried to help them by identifying a problem, or respond when it is clear that quality control standards have clearly lapsed badly. I think one of the 'posts' suggested that Battlefront were changing factories or something, but do you know what, I don't consider that to be a valid reason for the current situation. Very disappointed with Battlefront. I appreciate that they have an enormous product range and its difficult to hold everything in stock, but I will be doing my part to ease the situation for them because I certainly won't deal with them again in future as it is blatantly clear from my own experiences that either they are totally disorganised or simply don't care about their customers. |
fred2184 | 25 Jan 2016 3:43 a.m. PST |
Hey wargamer 1950 thats pretty much my trouble, there communication is appalling, with the factory change I agree its not an acceptable excuse, surely they should have fulfilled back orders with there existing stock first before moving and just expecting us all to wait for em, even with the move, anyone still expecting products like we are should at the very least have had a courtesy email explaining the delay |
BombAlleyVet82 | 25 Jan 2016 7:08 a.m. PST |
Methinks a consultation with Trading Standards. Assuming they have a UK outlet. |
Wargamer1950 | 25 Jan 2016 7:55 a.m. PST |
Hi Fred2184, To be perfectly honest I'm now taking the view that I'll look at Plastic Soldier 15mm products be it infantry or AFVs and vehicles, before looking at Battlefront. Mind you I do like much of their plastics, it's just the quality of their metal/resin models, their ridiculous lead times and non-existent customer service that have really been the last straw. Funnily enough, I was recently told, admittedly by someone not directly connected with Battlefront, that the guys in New Zealand take Customer Service really seriously… and have even been known to look at TMP! If true, then one must assume that the message hasn't seeped through to the UK office yet… I know that their range is nowhere near as large obviously, but their quality is more than acceptable and so far…. their delivery times have been extremely good.
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fred2184 | 25 Jan 2016 1:31 p.m. PST |
I love psc products, always using em in my ww2 games, but im doing an arab israeli game and the quality of battllefront stuff compared to other people in my experience is pretty decent. I shall have to try get what we ordered from th and in future use the likes of ebay for further expenditure. |
Wargamer1950 | 26 Jan 2016 8:05 a.m. PST |
Hi fred2184, Given my experiences I'd only purchase from Battlefront at a show where I can a) see the goods and b) see that they are available there and then. I have now got the third party (Wayland Games) from whom I purchased the Flames of War items, taking up my case, so hopefully I'll get somewhere. Frankly I just want my money back, as in all conscience, I wouldn't feel happy trying to offload them at a 'Bring 'n' Buy'. Just a question now of 'keeping my fingers crossed@ and 'holding my breath'… |
Baycee | 27 Jan 2016 9:22 a.m. PST |
As a small stockist i won't order anymore from BF because they have shortlisted my last 3 orders and delivered less then 30% of what i ordered, even after i waited 1 month to order for the mithical "resuply day". PSC is MUCH more fast and professional regarding this. |
Wargamer1950 | 04 Feb 2016 9:41 a.m. PST |
Well, two weeks from the automatic acknowledgement of my complaint from Battlefront and… the silence is deafening. I have to say that based upon my experiences I will never deal with them again, and neither will I buy any of their products. I'd rather wait until another company makes them. If there IS an award for the company with the worst customer service, then I nominate 'Battlefront'. And if there isn't such an award, then based upon my experiences with them, there should be!! |
fred2184 | 04 Feb 2016 2:40 p.m. PST |
I second that award for battlefront, on there website it says that backlog is being dealt witj, thats about a week ago though, surely if we are ones who are waiting we deserve some acknowledgment via email of sorts |
Wargamer1950 | 05 Feb 2016 4:28 a.m. PST |
Oh come on fred2184… we're only long-suffering customers without whom their business would collapse, why on earth should we expect the courtesy of service??? Still if nothing else its made my choice of, in a crowded market, which manufacturer not to support. |
fred2184 | 19 Feb 2016 3:02 p.m. PST |
Still nothing, theres nothing from them . What the bloody hells going on with em, theyre ridiculous. |
XcaliburNick | 20 Feb 2016 12:04 a.m. PST |
I had a few troubles not getting email responses back. I called their local (USA, I'm in Canada) office and it got sorted out very quickly. Doesn't excuse the email nonsense, but it might help you. IMO Battlefront got a little "too big" and are now scrambling to make it up. Again, no reason for bad service, but I like their products so I'll stick with them for the most part, |
ced1106 | 21 Feb 2016 7:18 a.m. PST |
Is this the same Battlefront that tangled with Paolo Pariente and was involved in the Dust KS?? Plenty of comments about both parties on Dakka. |
Rudysnelson | 21 Feb 2016 7:33 p.m. PST |
Due to stock and other limitations, it is understandable why small stores have customer service issues. It also becomes a no win situation when a product comes from the manufacturer flawed. However their is no reason why a manufacturer with infinite stock should have product fill issues. |
fred2184 | 22 Feb 2016 2:38 p.m. PST |
Rung battlefront today, asked about my order. I was informed, without even knowing who I was or what I ordered that I shall recieve my items by monday at the latest.. |
Wargamer1950 | 23 Feb 2016 6:08 a.m. PST |
Well good luck with that fred2184. Certainly based upon my experiences… don't hold your breath. I'm afraid that based on my experiences Battlefront don't care about their customers otherwise how can they explain their consistent failings in the areas of customer service? And 'Yes' Ced1106, they are the same company involved with the Dust Kickstarter shambles. One person I know, and whose word I trust failed to receive his Kickstarter items, and has subsequently been told that they have been sent out to someone else, and so he won't get his… and I understand that he's not the only who has experienced problems either… |
fred2184 | 29 Feb 2016 7:45 a.m. PST |
Well the day of reckoning .. The day they said id get my stuff by, the postie has been and alas nothing from battlefront.. Suprised much, nope, totally. Useless |
fred2184 | 15 Mar 2016 11:43 a.m. PST |
Still nothing from em, think its time to start demanding refunds |