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Hey, just wanted to share my experience in case anyone else runs into the same.

 

Yesterday I purchased the ISA Fleet Box Set from Empire. When I opened it and started going through it, I couldn't help but notice that the models, particularly the White Stars, were very poorly cast. Way too much flash, and things like incomplete wings, little spines and guns that weren't as long as they should be, stuff like that. Plus they left out a few things like Nial fighters and a flying bridge.

So I emailed Mongoose this morning. They don't list a phone #, just fax, which is OK because it turns out that they're in England. I emailed Sales (on the Contact Us tab of their site) and told them of my woes. They got back to me within the hour, said that they would get me replacements ASAP (with the caveat that they were just inundated with orders so it might take a little time) and fulfill all the missing pieces. They also mentioned that they were remaking some of the moulds because they were no longer producing proper casts.

So, we'll see how long it takes for that stuff to arrive, but so far they've been very apologetic and customer-oriented (a rarity in this day and age). Don't hesitate to email  if something's missing or you get a poorly made ship. They've been very helpful!!

$.02. or I guess ?.02, since they're English.

 

 

They're still on £0.02 .

Mongoose's customer service is becoming pretty legendary.

I ran into a customs problem recently here in Sri Lanka, where they've decided to treat my packages for miniature painting under the same regs that they treat large corporate shipments under. This has lead to some minis being held up at customs.

- I told my customers exactly what's going on.
- I updated our site with the new customs regs info.
- I offered a 10% discount to customers who now have to fax me random, pointless documents to clear their marines.
- I apologized for not aniticipating this problem.

My customers have been very understanding as a result. Without the goodwill of your customers, you don't really have a business. And if you aren't nice to the people who keep you in business, you simply don't DESERVE their business. Especially in this day an age when if you do someone a wrong, your entire market could soon hear about it!

Navin