Tom Mackie SMG

Hi All, Update on Stirling Single delivery There have been a number of issues relating to the fulfilment of our Stirling Single model. We would like, first, to apologise if you have been affected by any of these issues. We recognise that many of you have waited patiently to get your hands on the model and have been frustrated with our customer service and communication. We would also like to apologise to those customers who have sent enquiries for other NCIM exclusive Locomotion models, to whom we have not been able to respond adequately whilst dealing with this situation. We endeavour to do this as soon as we have completely dealt with the Stirling Single delivery issues. To recap, the Stirling Single model was originally due to be ready for shipping in Autumn 2016. This was delayed as the manufacturer and Locomotion sought to rectify some design issues in order that the model would be of the highest possible quality. As expected, we had a very high number of pre-orders for this popular model. Ultimately, the models were ready for shipping towards the end of July 2018. An error occurred in the UK despatch process followed by our courier partner, APC Overnight , that resulted in some customers receiving more models than they had ordered with others initially not receiving their order. A later dispatch was also organised in August. The remaining pre-ordered models, prior to May cut-of date, were processed last Thursday and should be with you by today. Communicating with those who made an order after the original cut-off date is our next priority – ensuring that they are told clearly whether their request can be fulfilled and, if so, a delivery date. We would like to reassure all customers who pre-ordered that we have sufficient stock of Stirling Single, and there is no risk of people being left without the opportunity to get hold of your models. We have endeavoured to stay in regular communication with all of our Stirling Single customers throughout this challenging period. However, we absolutely acknowledge that we were not prepared to deal with the high volume of calls and queries from those waiting for models or having received multiple ones. Again, we would like to apologise for any inconvenience and frustration this has caused. We believe we have now rectified all of the errors in our systems and are well on the way to fulfilling the final Stirling Single deliveries. If you are - if you are a customer who pre-paid Stirling Single prior to the cut-off date at the end of April and you have not received your model by next Tuesday 11th September you should contact YDL on sales@justydl.com - if you are a customers who mistakenly received extra models should also contact YDL on sales@justydl.com to organize for collection - if you are a customers who ordered Stirling Single after the end of April cut-off date you will be contacted by the Locomotion team from next week, to confirm the order is processed and to take payments If you have general queries please contact queries@locomotionmodels.com or call on 01904 685 785 and we will endeavour to respond as soon as possible. Cheers Tom, Stuart & Locomotion Models Team

Of course totally this should have happened with the data been checked between the 2 sets and accept that this IT error shouldn't have happened, the tools we all thought where right weren't and will probably never happen again.

Morning All, The distribution of the Stirling Single models has been a major challenge for the small team running Locomotion Models. The problems caused by the distribution of the Stirling Single were down to a ‘glitch’ during the transfer of the names and addresses to the mailing system. Since then our efforts have been directed in resolving the issues this caused and more importantly collecting incorrectly delivered models and redirecting them to the correct person. For this we can only apologise. Once we have completed the distribution of the outstanding models we will sit down as a team to identify the issues that have arisen and put processes in place to ensure that we have a more robust distribution network for subsequent releases. Previous releases were handled in-house and this was the first model to be distributed using a specialist mailing house and was necessary as our small team was running below strength I was our plan to ship all orders to our loyal customers at the same time. In the meantime you have my assurance that we are doing everything we can to get models into the hands of those who ordered them as soon as possible. With many I believe receiving there delivery. Please feel free to email me personally at thomas.mackie@sciencemuseum.org.uk or contact me on here if you are still awaiting delivery or collection of your model and I will look into it asap. Since the resignation of the previous Manager of Locomotion Models we have undergone a major review of the business and structure with these matters taking time to complete and with the plan to have the business working in the correct & professional way we expect and you our customers expect also, please accept my apologies if any of your queries have not been dealt with in a timely manner as you can expect it has been a very busy time for the team. Rest assured we are very concerned and doing everything we can to put it right. Cheers Tom

Evening All, I am please to confirm the Stirling Single is now in the UK with delivery due to us imminently once released by customs, we are than hoping to deliver all paid orders to our loyal customers within the next 12-14 days. I understand this has been a long process for some people who ordered when the model was first announced but I can say it will be very worth the wait as you will have seen from the images recently. For those who currently haven't ordered we will be announcing more information on this in due course once all pre orders have been shipped. Cheers Tom Group Retail Operations Manager SMG