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I've been playing since 1986 (or so) and I've never been happy with my painting skills nor do I really have the time to do it.

I've been using 2 painting service for a few years now: 1 is over seas and 1 is in the USA.

The overseas one is inexpensive and paints to a high standard, but are slow. The USA one is expensive and paints to an amazing standard, but are quick (that is what she said).

I've been a patron of them for years. They have successfully completed many projects for me and I've been happy.

For the overseas company, I sent 2 very large (probably 2000 models) projects to them and it is coming up on 2 years and I haven't seen a single image on either project. Again, they have completed many projects for me, granted it took longer then I was quoted, but I'd rather have well painted models... I'm at the point where I want to have everything shipped back to me and forfeit the $. Of course, I'm asked for the status of these projects of the years and I get platitudes. I'm worried that some of the models will disappear... Dakkadakka, what should I do? I think this company over committed and existing customers are being back-burned to get the new customers models out in order to attract new business.

The local (USA) company is a total screw up lately. Again, they have completed many projects for me and I've been crazy happy with the results. I agreed to allow them to display my models at a major USA con. No big deal, but the models were damaged on transit to the con and then damaged on transit to me. My issue with this is they didn't make it a priority to fix them. It is almost June and I'm waiting on my FW models that were displayed in March to come back to me. I feel like they should have fixed them as job #1.

For the USA company, the last 2 projects they've done for me, I've received models that I did not own. That is, somebody's else's models were shipped to me. No big deal, I ship the errant models back to the company. The trouble is on this past project, I'm missing models. They can't seem to find them. I believe they mistakenly shipped my models to somebody else and that person doesn't know that they received models that they don't own (I'm being nice, mostly likely they are thinking, "Awesome, model windfall").

They haven't sent me the damaged (from the major con) models yet. I'm not sure how to complain. Again, we have worked well in the past.

Advice?

First you need to split the two companies into two problems because they are completely separate. You can deal with the US based outfit much more easily.


US Company
You say you’ve had a long and successful relationship with them. Write a polite letter to point this out. Lay out your concerns and ask for them to complete your projects in good time.

1. Broken models need to be fixed.
2. Missing models need to be replaced.

Emphasise that you’ve been very happy with their work in the past, and you consider this hiccup is just a run of bad luck which you are confident they will get past.

Keep copies of all correspondence.


Foreign Company
Despite your previously successful relationship a two year gap indicates that something has gone badly wrong. I hate to say it but leaving it this long makes it a lot harder to get things sorted out.

First, write to them with proof of starting the project, and ask for a clear statement as to what has happened to your models.

Don’t be aggressive but be firm because two years is not acceptable.

If they are still in business they may have lost your models or used them to complete other people’s projects.

If they claim to still have all your models, insist that the project be completed immediately with images of progress, and the models to be shipped back to you in weekly shipments. Otherwise they could string you along for months more.

If the project hasn’t even been started I would ask them to send all the models back unpainted and send them somewhere else. Obviously you'll want your money back as well.

If the company has used your models for other customers the situation gets tricky as they may not be able to replace them. They probably spent your money a long time ago.

As always, keep copies of all correspondence.

Focus on getting your models back from the foreign company. Don't focus on the money. One thing at a time.
Don't tell them they can keep the money. Just start telling them to return your models "as-is." Tell them you don't care about painting any more.
Once you have them back, you can start pressing them for a refund (fat chance).

With the US company, you need to follow through legal channels. File a small claims case in your jurisdiction if they don't take care of you. Let them know this is your intent.

Find a new -US based- painting service. Do NOT send them 2000 models at a time. this will only overwhelm them and cause you bigger problems.

Also, name and shame.

Eric
P.S. Been there. Done that. Multiple times (3).

Smellslikewargaming does an awesome job for a pretty reasonable price.

Check them out!