Customer Service at Moebius Models

[Dave Metzner]

If you have customer service requests for Moebius Models

Please contact our Customer Service via e-mail at customerservice@moebiusmodels.com

I generally cannot help you as I'm just the product development guy. I'm located in Northern Indiana while our offices and warehouse are in Florida...

I rarely have very many production kits here, and usually only get them after they're in the Florida warehouse.

To be truthful all I can do if you contact me is pass your request along which only slows down the process.

Thank you.

Dave

[Mercman]

Or just follow the instructions on the instruction sheet. That is what I did, with great results.

BTW Dave I am waiting for the Mel's Kit from AG to be released.

[retroguy]

I got my '56 Chrysler 300 kit earlier in the week and I found that the front back was missing,so I emailed Moebius and they said

if I can't exchange the kit then they will sell me any parts that I need,really,SELL me the part,I'm not the one that

screwed up.The co. that boxed the kit for Moebius made the mistake,bottom line it's the responsibility Moebius

to replace the part(s) free.I've dealt with other model companies and never had a problem getting parts replaced

free...it's one part that you could put it in a letter envelope,hopefully they will do the right thing...

[buffalobill]

I just received this kit from a very reliable Seller on eBay that is a Moebius retailer, and my initial impression is that it is quite accurate and captures the feel of a 300B - one of my all time favorite '50s era designs ever since my Dad & I attended Chrysler Corp's 1956 new products introduction @ the Waldorf Astoria Hotel in NYC in late '55 (at least I think it was @ that posh hotel as far as I can remember, as I was only 10 yrs old @ the time).

However, my kit is missing all of the printed matter (incl instructions), and some of the parts (partial chrome pcs, clear & red parts, plus a few of the parts are damaged - from poor packaging on the assembly line, perhaps?). I've emailed Moebius and hope that they respond quickly and send me replacement parts, and that they do not request that I return the kit to the Seller (and that either the Seller or I incur shipping fees), or that I pay for the replacement parts - esp since neither the Seller nor I caused the problem - someone in China didn't do their job.

I read (in this thread) that Moebius told another recipient of this kit that they'd have to pay for Moebius mistake. I'm curious as to the outcome of that scenario, and if anyone else has had similar responses from Moebius. . .I'll update this matter either way, and hopefully someone @ Moebius is paying attention to this thread, and will address both the issues w/ their QC, as well as w/ their customer service.

Edited February 1, 2014 by buffalobill

[buffalobill]

Update -

I heard back from Moebius concerning the missing & damaged parts described in my prior post. No apologies, and only that Moebius wants me to send the kit back to them - at my expense - so that they can determine IF the kit had been tampered with. . .Just how are they going to actually determine if a sealed kit that arrived at my doorstep but a few hours ago - in what appeared to be perfect condition on the outside - had been 'tampered with'? The box and it's outer clear plastic wrapper was obviously factory sealed. This is apparently Moebius' way of handling customer issues, and they appear to not be concerned if they loose customers over what could be easily rectified by them. Moebius may be offering neat subjects that are well-engineered and quite accurate kits, but if this is how they value their customers, why should I want to purchase their products again? This is not the era of Caveat Emptor, and such a lack of common sense in their customer dis-service department will come back to haunt them if it continues. . .Of, course, if Moebius decides to right this matter after all, without causing me any more expense, or disappointment, I'll surely say so right here. . .

Maybe Dave Metzner and/or Art Anderson, can weigh in on this. . .

[Luc Janssens]

Did you sent photo's first?

Also if you still have the parts bags you probably can see stress marks, same for the affected parts, imprints in the box tells tales too.

Edited January 31, 2014 by Luc Janssens

[buffalobill]

The missing parts - according to a friend of mine who has this kit, are packaged in a couple of separate small bags in this kit - the clear parts w/ the red taillight lenses in two small 'attached' bags, and the missing chrome parts (rear bumper, taillight housings, headlight reflectors, door handles, and wire wheels & their center caps) in another pair of 'attached' bags. There's no evidence of any tampering whatsoever, with the outer clear plastic wrap on the box. In fact, the box's lid (w/ the box art) fits very tightly on the lower portion of the box, and hadn't been opened up as far as I can tell, until I opened it. . .The box & the clear plastic was absolutely flawless, in fact. Also, the instructions and other printed material was not in the kit. The steering wheel is badly twisted out of shape, as are the exhaust system/tailpipes.

Moebius simply is avoiding their responsibility by either attempting to question my integrity or that of their retailer - an eBay Seller w/ over 40,000 Positive Feedbacks. And, I find that more than insulting. It's pure chicken BLAH_BLAH_BLAH_BLAH! Hopefully, someone @ Moebius will exhibit some common sense and simply rectify this by sending me the parts in question! For a company that appears to be striving to produce terrific models of important subjects, I'm extremely amazed and equally disappointed how they've responded to a problem caused somewhere along the way prior to the Seller shipping this kit to me. . .

[Luc Janssens]

I can understand your disappointment, but why don't you do as they ask and send it to them?

No point in venting here, enclosing a polite letter inside the kit, will do much better.

And while Moebius car kits today, due to the tool design, may look "sprue layout wise" a bit odd , which might have caused the packaging errors you addressed.

I'm sure from constructive customer feedback, they I'm sure, in the future will adapt to a more streamlined, packaging friendly and dummy proof, tool design.

;^)

Anyway looking forward to their next batch of automotive kits....

[Foxer]

I can understand your disappointment, but why don't you do as they ask and send it to them?

No point in venting here, enclosing a polite letter inside the kit, will do much better.

I find having to send a kit back with postage AND effort to be insulting customer service. It would apparently be a simple thing to lift out a small separate bag of parts (through the clear wrap!), but in the interest of customer service the part should just be sent with no questions ... what? ... .02 cents of plastic?

I had a much higher opinion of Moebius before this .. Hopefully it will get settled in the end.

[buffalobill]

Luc -

I'm not venting per se - but this section of the Forum is entitled "Car Kit News & Reviews", and my comments were exactly that. I was complimentary re: the kit itself - both based on the opinions of others on the Forum, but also based on my observations. And, I gave due credit to the folks @ Moebius who sweated the small stuff to bring this model to production. However, a product review also should be concerned with how a manufacturer deals w/ the occasional glitch that happens when something goes awry in the production and/or packaging of that kit. . .Unfortunately, Moebius' Customer Service doesn't exhibit the same commitment to excellence that their product planners apparently have. I'm perfectly okay if a kit I purchase has issues w/ it, such as missing and/or damaged parts - as long as the manufacturer takes care of it in a reasonable timeframe. I emailed Moebius within an hour of receiving the 300B, itemizing what was not right w/ the particular kit that I received. I informed them of what dealer I had purchased it from (on eBay) , and that the dealer was in fact, a volume Moebius retailer. I gave them my eBay user name so that they could verify from that dealer that I had just received it,(incl. the exact time that USPS delivered it to me). I simply requested that they replace the missing instructions (and other printed material in the kit), plus the missing & damaged parts. (and, the total # of parts was really quite small, but the kit can't be built w/out them).

That they want me to return the kit to them at my expense for them to verify that the kit had been possibly tampered with is absurd - esp since how would they be able to determine that the kit had been tampered with? Or, they suggested that I return the kit to the eBay Seller - again, it would be at my expense. . .Why should one be inconvenienced having to pack up the kit, drive to the Post Office, and pay postage for something that I had already paid for, and that it's the manufacturer that should either pay for the postage, or as someone else suggested - just send me the replacements?

Like many of us, I am on a tight budget when it comes to hobby purchases, and in my case, my Social Security check goes just so far. . .I had had a great impression of Moebius based on their Hudson and '55 C-300 kits, and was excited about receiving the 300B kit, and getting their future releases, but my enthusiasm about, and my opinion of Moebius has tanked. Hopefully, someone @ Moebius that has some business sense and the desire to do things properly, will make this right. Right now, it appears that Moebius is just ignoring this. . .

update -

Moebius sent me a replacement 300B kit, and I thank them for that. . .They requested that I send them back the incomplete kit that I purchased so that they can determine what may have happened to it when it was packaged-up in their factory. I applaud them for looking into what - hopefully - was just a minor QC hiccup in their factory. However, they didn't offer to pay for the postage for my returning the original kit to them, but I guess I'll just 'bite the admittedly small bullet' and pay for it myself. But, I still have to ask myself 'why' I should have to pay for returning a defective product to the manufacturer? That's a bit short-sighted customer service imho, esp considering how Revell, and other manufacturers, handle similar issues w/ their products. Oh well, enough of my belly-aching. . .

Edited February 8, 2014 by Casey

[Greg Cullinan]

I opened mine and it was all there. Nice colored instruction sheet as well.

I seriously hope they straighten you out Bill. Squeaky wheel gets the grease. I would be upset and continue calling/emailing until someone listens and they give you what you paid for.

Btw, I have 5 or 6 moebius kits and this is the first one I opened. I noticed,and this may sound strange but the parts bags are kind of thrown in the box sloppily,if that makes sense. The box is stuffed with parts so I can't see shifting,but the bags were cock eyed and so were parts in the bags. Maybe this is how yours are missing. Something along assembly of the boxes.

Edited February 2, 2014 by Greg Cullinan

[Casey]

Hopefully, someone @ Moebius that has some business sense and the desire to do things properly, will make this right. Right now, it appears that Moebius is just ignoring this. . .

It doesn't sound like they've ignored it at all, having replied to your initial e-mail. A prompt reply is always a good thing, but sending you the missing parts and a simple apology would be even better, and likely be all that is necessary in this situation.

I can understand from a quality control standpoint why they might want to look over the kit and see what the damage was (and in turn, how they might be able to prevent it from happening again), but it wouldn't take much for them to offer to pay for the return shipping if that is their thinking.

[randx0]

I had a very good experience with Moebius Customer service , a year or two ago . the treads in my "Chariot" melted into the pieces that were in the same bag . the damage was fixable and I just wanted to let them know but they asked for my address and sent out the parts no charge .

[johnbuzzed]

I'm not knocking Moebius and I know that times have changed, but when Revell had problems with their initial release of the '69 Charger kit, I let them know that I had one of those kits. They didn't send just replacements for the bad parts or ask me to return ANYTHING- they sent a whole new kit. Seriously. THAT'S customer service.

[Greg Cullinan]

Bill, possibly after you send the kit back they may reimburse you. Although it's odd that it wasn't mentioned. Awesome on Moebius for sending an entire kit as a replacement

[buffalobill]

final update - whew. . .

Well, this saga has a happy ending, after all. . .Moebius emailed today and said for me to just keep the incomplete kit, as they no longer want me to return it to them. . .Frankly, I'm not sure what benefit it would have been for them to look over that kit's remaining contents, or, for that matter, the opened kit box. It's not worth trying to understand their thinking at this point, but I'm very pleased w/ how this has worked out. The 300B kit is terrific, and now I can concentrate on doing my best to do justice to those @ Moebius who brought us this kit.

[lordairgtar]

Moebius probably saw your opinions on customer service and figured to rectify it easier.

[1959scudetto]

Customer service from Revell Germany (my own experience): Mercedes Benz SLS AMG had the wrong tires

(dimension was not fitting the wheels) - I went back to my hobby shop and showed them this, we opened the 2 other kits that he still had on stock - they also had the wrong wheels (may be a whole bunch had them - talk about quality control!)

RoG asks you to send them the original invoice of the hobby shop where you bought the kit, cut out a piece of cardboard from the box (with the pincode on it) and a part/copy of the instructions where you have to mark for them the missing or damaged part.

Now put all these things together in one envelope and send it to Revell Germany at your cost.

Then patience is asked for: after 4 or 5 weeks you will receive a small package or envelope with the missing parts....

Last year I bought their new Mini - and the tires were totally absent! The same procedure is waiting ahead - at least I have still the bill from the dealer.

Maybe I just forget it and pirate wheels/tires from one of my Tamiya Minis.

[keyser]

Sending a kit back is a minor thing, and hard to believe, but people try to scam kits especially new kits all the time. Moebius was being cautious, but prompt. Your complaints were unfair, public, and I'd have sent you what you demanded just to stop the rant. Vendor in this may have been responsible too, but manufacturer took one for the team. Probably should make praise as loud and prominent as plaint at this point.

If the worst thing in your life is mailing a model kit back, and your time is too precious to even do that, pray to god you don't get a real problem in your life.

[jbwelda]

>If the worst thing in your life is mailing a model kit back, and your time is too precious to even do that, pray to god you don't get a real

>problem in your life.

heres the thing: you pay good money for a product and find that product is defective...and then you are asked to spend more good money, not to mention your time, to actually get what you paid for to begin with. any way you slice it, that's not right. so there could be a very "real problem" here that you are ignoring in making comments like this. now as it turns out everything is kool and there was no need to follow through with mailing back the original specimen, but his "precious" time has already been wasted by the mere suggestion that he send the kit back on his own dime not to mention time. so I think your comments are kind of misplaced in and other similar instances. corporations should be expected to make good on their promises and products even if it does mean someone can occasionally "scam" something from them. that's the cost of doing business. you are excusing them from that obligations or at least implying that in your comments.

I do not mean to aim this at Moebius in particular but in this day and age to ask someone to return a defective product for replacement seems ridiculous. your customer could easily spend as much on the shipping as they did on the product to begin with. if you want the model back so bad for R&D or something then you offer to pay for it being sent back (generally companies will send you packing box prepaid to send back to them so you dont have to stand in line at the PO, you can just drop it in a mailbox) and you reward the customer for their time somehow...with coupons for future purchases for example.

jb

[mikemodeler]

Sorry to hear that you initially had problems getting replacement parts and the fact that they sent you a complete kit tells me that they decided it was easier than to take another kit apart.

I understand your frustration at being asked to pay the cost of returning the kit but in most cases of customer service, the consumer has some costs involved. For example, if you have a defective TV from Best Buy, you have to return it to the store, they don't come to your house or reimburse you for the gas to drive back and forth.

Hopefully Moebius is taking steps to improve their QC so future situations like this one can be avoided. I am planning on buying my first Moebius kit soon when the Ford Pickups come out and hope their aren't any issues.

[Craig Irwin]

A few years ago I was in a large hobby shop and the employer behind the counter was re-shrink wrapping kits between customers. I never went back

[jbwelda]

>A few years ago I was in a large hobby shop and the employer behind the counter was

>re-shrink wrapping kits between customers. I never went back

actually my ex-LHS owner used to do that too, but it was because he would let you open up kits and look inside. if you didn't like it, and I never felt any pressure to say I did if I didn't, he would reshrink it and put it back on the shelf. no harm done, and he never claimed he didn't do it but he probably never was asked either.

jb

[James Michel]

I have a model part number 1303 its the 53 foot smooth side trailer.

I need to replace the two side walls (#3D).

How much is it to replace them and how soon can I get them.

Please let me know ASAP  Thank you

 

 

[OldNYJim]

Can I get a large Big Mac meal with a Coke, go easy on the sauce, ten chicken nuggets, a medium iced coffee and two donuts please?  Oh, and gimme some extra napkins wouldja?  Thanks