Modelmaster - making contact

[stewartingram]

Anyone else having problems contacting Modelmaster? I've tried phoning (no answer, and a message saying Inbox full, so unable to leave a message), and emailing (no replies).

 

Not a gripe against Modelmaster as such, I've had great service in the past, but want to chase up an existing order. Basically I ordered some nameplates during a BH sale earlier in the year (May Day??). I have made contact since, about 6 weeks ago he apologised profusely that he had to have some remade & I should get them in a month at most. I still haven't received them. Any ideas?

 

Stewart

Edited October 7, 2015 by stewartingram

[D1670]

Would be grateful for an update on this, if you have one. 

 

I'm looking at putting an order in, but his email is dead. Does anyone know if he is still trading?

 

Thanks

Gareth

[davefrk]

Hi Gareth and Stewart, many of us recieved this email recently so please be patient.

 

 

As many of you know, MODELMASTER UK is a family business, run by Jim
and Elspeth Grindlay, and my brother-in-law Iain Young. I do all of
the design and planning work, Elspeth ably dispatches all of your
orders, and Iain designed and maintained our websites and managed our
servers.

With deep regret I have to tell you that Iain died after six weeks in
hospital with a serious, terminal illness, a loss to us both
personally and professionally.

During the past few weeks our time in the office was severely
curtailed, and orders for replacement decals and etchings have been
unavoidably delayed. We will not be back in our office until this
coming Friday, and will then endeavour to return to normal as soon as
possible, but there have been delays in completing and dispatching
orders so please bear with us.

New items (which arrived two weeks ago) will be packed and listed
shortly, and more new and replacement nameplates will be in place by
the end of November, with all new decals being available by the end
of December.

IMPORTANT - Until I can find somebody to properly maintain our
websites, certain information cannot be updated - I just do not have
the specialised knowledge necessary to do it. One of these items we
cannot access is emails being sent to modelmasteruk@aol.com. Emails
sent here are
in unreadable code, and have been for weeks. If you have to email us
(phone is better - please!), then email to modelmasterprotx@aol.com,
but bear in mind it will take at least a few days to get a reply,
because our main priority just now is sending orders out.

Regards

Jim Grindlay
MODELMASTER UK

 

All the best,

Dave Franks
 

Edited December 10, 2015 by davefrk

[Ben Alder]

I phoned him last week and ordered, and received, some transfers as per usual. They came in the customary day or two, so they are still about.

[The Black Hat]

I got some transfers from the company a week or so ago and thought they took a little longer than normal. I then noticed this tread with the remarks and also saw they had been dispatched. In with the order was the above message. 

 

Im sorry to have seen the bad news above and was happy to wait for the order as they have never disappointed before. It was good of them to try and explain what was happening in difficult circumstances. 

 

Have to also note that they gave me transfers that have been updated for a range that will be produced next year according to the packaging. They are for lining for BR Green engines. Its looking really good so its nice to see the company looking to continue its good range. 

 

Can recommend the company highly. 

[stewartingram]

All sorted thanks.

 

Stewart

[toboldlygo]

Quick update. Jim phoned me about an order that I placed on November 4th and their secure server (run by NatWest) decide to lose until yesterday.

 

They are still very much in business, however they need someone with web knowledge to help with updating the website, with both new contact emails and product updates.

Edited December 19, 2015 by toboldlygo

[George Woodcock]

Hello

 

     Two lots of transfers ordered in the last few weeks, both received promptly as usual , the one this week in 48 hours.

 

 

                                                                                  Cheers

 

                                                                                             George

[doddsy2978]

I phoned him the other day. No problem, he also did his research and returned my call.

[Mad McCann]

Just a quick heads up. Spoke to Elspeth last week. If you're waiting for paint, there are some supplier delays holding things up but the matter is in hand.

Hopefully we'll see this resolved before too long.

 

Dave.

Edited January 27, 2016 by Mad McCann

[TheSignalEngineer]

An update from Jim's latest e-mail:-

 

We're looking for an experienced modeller who lives in the Ayr /Prestwick /Troon area to assist us for (initially) ten hours per week doing every thing from packing nameplates & decals and taking telephone orders, to occasionally repairing models.

Neat handwriting essential. Would possibly suit retired modeller. Please phone Jim on 0777 585 0272 and leave a message if no reply.

[MJI]

Any more news?

 

Still getting news letters, so I ordered some transfers, month later no sign.

 

Only wanted to check they are still going as I do not mind waiting.

[Scottish Modeller]

Hi Martin,

 

Still in business...

 

I got order from the Easter Sales thing delivered a few days ago.

 

Did you order and pay for the items?

 

If so - check and see if you have a refund as I believe that is what is happening if you try to buy out of stock products.

 

Thanks

[The Fatadder]

I ordered transfers and nameplates in the last sale, arrived about a week and half later.

[MJI]

Hi Martin,

 

Still in business...

 

I got order from the Easter Sales thing delivered a few days ago.

 

Did you order and pay for the items?

 

If so - check and see if you have a refund as I believe that is what is happening if you try to buy out of stock products.

 

Thanks

 

No refund, will check post very carefully and make sure not under a cushion or something

 

Will call them Friday just to see when posted then

[MJI]

Double checked, definately no refund, nor are they here.

 

Will call Monday I think as they should have been here a few weeks ago.

[Scottish Modeller]

Double checked, definately no refund, nor are they here.

 

Will call Monday I think as they should have been here a few weeks ago.

Hi Martin,

 

There's still someone doing business.

 

I just got the Modelmaster Sales email offering discount on all model bus decals.

 

Thanks

[MJI]

Hi Martin,

 

There's still someone doing business.

 

I just got the Modelmaster Sales email offering discount on all model bus decals.

 

Thanks

 

So did I

 

Used them loads of times, a lot from shop sales many years ago when I was in my 20s

[MJI]

No luck phoning.

 

If I do not hear from them soon I will be forced to contact my card company.

 

Don't want to, but I would like sonme transfers.

[Scottish Modeller]

No luck phoning.

 

If I do not hear from them soon I will be forced to contact my card company.

 

Don't want to, but I would like sonme transfers.

Hi all,

 

Either there is life at the end of the internet connection or there is an automatic mailing bot running things as the May Bank Holiday Offers email arrived either late last night or early today.

 

Martin - you have pm...

 

Thanks

[highpeakman]

Part of an email which arrived today from Modelmaster and may explain some of the situation. 

 

 

Since the unexpected death of my Brother in Law, (who looked after
our I.T. and created and maintained our websites), exactly six months
ago today, my wife Elspeth and I have had to work very long hours to
stand still, as we cannot alter our websites because they were
written in non proprietary code, to give the speed and flexibility to
list and process the huge amount of items we make and sell.

As we have to create new artworks from scratch every time we order
new nameplates or decals, this has meant that new releases, special
orders and renewals of out of stock items are taking longer than we
would like to produce. As a result, we have taken a lot of sometimes
quite unnecessarily savage criticism from a few people because we
cannot react as quickly as we would like, to get missing and new
items out into the market place.

 

[bike2steam]

Fortunately the Modelmaster transfers I need are supplied by Expo Drills & Tools, and I usually get them within 24 hours of ordering.

[MJI]

Just found a call I had missed yesterday on my mobile answering machine.

 

They are waiting on one sheet

 

 

PHEW!!

 

Still going!!!

 

:sungum: :sungum:

[Ben Alder]

They are a Mom and Pop shop in many ways, with no personal expertise in the digital side of things, so it might be good to cut them a bit of slack here. I have dealt with them for many years and have always had prompt and efficient service. Jim does say somewhere in his communications that he prefers the telephone to emails and I have found this the most practical way of dealing with them. They are going through a bit of a hiccup at the moment with regard to the website and hopefully this will be resolved at some point. Bear with them is the message - they are trying their best, I am sure.

[MJI]

They are a Mom and Pop shop in many ways, with no personal expertise in the digital side of things, so it might be good to cut them a bit of slack here. I have dealt with them for many years and have always had prompt and efficient service. Jim does say somewhere in his communications that he prefers the telephone to emails and I have found this the most practical way of dealing with them. They are going through a bit of a hiccup at the moment with regard to the website and hopefully this will be resolved at some point. Bear with them is the message - they are trying their best, I am sure.

 

This I do know, but I was worried, had they been posted, had they lost it, had RM lost it (does happen)

 

And I did give them 5 weeks