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Ray28
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LUCKY MODEL
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Member Since: December 23, 2004
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Posted: Thursday, February 03, 2005 - 08:31 PM UTC
Dear All modelers,

I am not sure if this message is suitable to put here.

First of all, I would like to thank you all the modellers from armorama.com for supporting LuckyModel for the past year.

Stepping into 2005, we are moving into a new era. Since the opening of LuckyModel, many customers has gave us a lot of feedback on the shipping charges. Although we have some good prices on the kit, the extreme high shipping cost has made many customers (especially from North America region) feel that it is not sensible to buy from Asia as the cost for shipping make the overall price not attractive.

Therefore, many of our customers usually use Surface Mail and make order in Bulk to make use of low-price tag in Asia. As a result, our customers usually receive the kits many months after they purchase the kit. Especially for those new release items, many of you may think to get it locally.

By working hard with postal services, we have a new shipping cost for shipment less than 2KG (small packet parcel). For aircraft modellers, this shipment size is suitable for 1 x 1/48 Jet plane or 2 - 3 pcs 1/48 WWII aircraft.

The most important thing is - it reaches you within 7-14 days. Owning to our new shipping cost, some items would have a strange price-> Air mail is cheaper than Surface Mail!. But for most cases, Air Mail is just $1 - $2 higher than the current surface mail method. (We don't have special arrangement on surface mail).

For US region, our shipping cost for small packet has reduce by more than 40% and some up to 45% in Europe.

At last, thank you very for your support and looking forward to serve you soon.

For those modellers play R/C car or heli, our R/C department has been opened.

Best Regards
Raymond Chung
LuckyModel.com

MockTurtle
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Posted: Thursday, February 03, 2005 - 08:53 PM UTC
yeah yeah...

sent an email to them about an order i placed two days ago and i've just been informed that my order is only shipping next month because of 'low stock' - even though it was 'in stock' at time of order. its chinese new year next week so any order can only ship earliest end of next week.

i for one think thay have a disappointing service level.
Ray28
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LUCKY MODEL
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Posted: Thursday, February 03, 2005 - 09:02 PM UTC
Dear MockTurtle,


Sorry that the DR 6252 is extermely low-stock at the moment. We have removed the items from the site to avoid further orders already.


Sorry for the poor performance level.


Best Regards
Raymond Chung
LuckyModel.com
staff_Jim
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Posted: Thursday, February 03, 2005 - 09:16 PM UTC

Quoted Text

yeah yeah...

sent an email to them about an order i placed two days ago and i've just been informed that my order is only shipping next month because of 'low stock' - even though it was 'in stock' at time of order. its chinese new year next week so any order can only ship earliest end of next week.

i for one think thay have a disappointing service level.


Do you just want to gripe about this or get some resolution? If you want to potentially get more info about the status of your order then please put any information that would help Raymond identify who you are and what you ordered. So name, order date, items, etc.

And I hate to be the bearer of bad news, but just about EVERY online vendor of ANY type of product runs into the scenario you described above. It's called "on-hand" ordering people. And companies are doing it a lot more these days and it's probably only going to get more common-place. In the olden days a company may have purchased 500 units of a product without really knowing how it was going to sell. Modern data collection (and the arrival of the Internet) has made that practice obsolete. Now companies order smaller amounts and test the waters. As stock is depleted they re-order product from their supplier or the manufacturer. If they are currently out-of-stock then guess who has to wait for a next creation/shipment of product? You.

I am sure every single hobby company out there has different degrees of success with this, but the reality is that you have a MUCH bigger selection of products via online stores (even with the items that come up out-of-stock) then you do at your local hobby shop. That is not a bash at local hobby stores as I think they still serve a valuable part of the marketplace.

Just look at it this way, if Best Buy (the biggest music, video, electronics chain in the US) can run out of a product on occasion, so can LuckyModel.

Cheers,
Jim
jimbrae
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Provincia de Lugo, Spain / España
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Posted: Thursday, February 03, 2005 - 09:26 PM UTC
Well, just my two cents here, but 2 Kilos (4.4 pounds) is quite a bit of plastic.... Jim
Vodnik
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Posted: Thursday, February 03, 2005 - 09:42 PM UTC

Quoted Text

Well, just my two cents here, but 2 Kilos (4.4 pounds) is quite a bit of plastic.... Jim


Yeah, I also noticed this part. Typical model, including 1/48 modern jet and 1/35 MBT kit is about 0.5 kg - 0.7 kg. This means that you can easily have two in one package and still have plenty of room for the weight of packing materials.

HobbyLink Japan website is excellent source of information about the weight and dimensions of kit boxes.

Pawel
MockTurtle
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Posted: Thursday, February 03, 2005 - 09:43 PM UTC
Fair enough Jim. I've worked with online and POS systems so I know how the purchase and ordering process works thank you very much.

What irks me is:

1. They take your order (and money) even if item is out of stock. Its not difficult to look up stock levels vs orders in a database.. really.
2. I was NOT informed of delays. Even after two days. If I didn't send mail I'd have sat for a month...?
3. On many sites you are informed of any holidays (ie jewish holidays/christmas) which might affect delivery. Not difficult to implement is it?
4. I hate to resort to griping to get a resolution, which is what happened in this case.

Good pricing is great, but what determines a run-of-the-mill shop to a great one is service delivery. Let customers know whats happening every step of the way.

I really believe these are areas they can improve in which can put them ahead of the rest.

Just my two cents... use it, don't use it.
jimbrae
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Provincia de Lugo, Spain / España
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Posted: Thursday, February 03, 2005 - 09:53 PM UTC
MockTurtle, first of all, welcome to the site

Secondly, I can only speak of my own experiences with LM - I have no commercial link with them whatsoever. Any time I have ordered with them, i've been delighted with the service they have provided. I can also say that I have had a good experience with HLJ. The last order I sent to them, was processed within a matter of hours, the following day, I was sent an e-mail with a copy of the HK postal certificate attached. My order arrived in 5 working days...

Now, anything that is sent from abroad, has to go thru either Madrid or Barcelona. I live approx. 500km from the former, 1000km from the latter. Mail here can be either diabolical or super-efficient. In general, 3-4 days from Scotland for a small packet. 12-15 days is not unknown from Madrid or Barcelona...Just my two cents (which now comes to 4 cents in total ) ...Jim
Vodnik
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Posted: Thursday, February 03, 2005 - 10:06 PM UTC

Quoted Text

In general, 3-4 days from Scotland for a small packet. 12-15 days is not unknown from Madrid or Barcelona...


And still undetermined number of days from Warsaw, Poland... Currently 10 days and counting. And it was a priority mail

Pawel
MockTurtle
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Posted: Thursday, February 03, 2005 - 10:06 PM UTC
Thanks Jim (uh, 2nd Jim)

My bro gave me Model AFV for xmas, while putting it together I felt I should take up building again.. after thirteen years... a lot has changed eh.

Found this site to be very informative - and funny enough this is where I read recommendations for LM so decided to give them a go.

I really hate to compare but my previous order was with RainbowTen. Process was a bit 'manual' but oh my service par excellence. Got a reply within minutes and package arrived within a week. I'm in Africa, so thats really saying something.
jimbrae
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Posted: Thursday, February 03, 2005 - 10:15 PM UTC

Quoted Text

And still undetermined number of days from Warsaw, Poland...


Well, a coincidence. As I started to write this, the doorbell rang - guess what? Yep, Mr.Postman...Thanks Pawel!...Jim :-)
staff_Jim
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Posted: Thursday, February 03, 2005 - 10:20 PM UTC
MT,
Up until very recently all my background was in sales and retail. With the last 3 years working for a major US online superstore (since gone under). If I can impart any useful advice here it would be not to let one purchase (or one line item) ruin your impressions of a retailer (online or otherwise). As consumers we are always looking for the best possible experience. But as we all find out there are no "perfect" retailers (or perfect people). Quite simply I have heard complaints from individuals on every established retailer out there. Does that mean they are all bad? Even Amazon screws up an order or is deceptive about the actual status of an item on occasion.

I guess what I am trying to say is don't give yourself an ulcer over this stuff. Using my BestBuy example again I am often in the store wildly complaining (in my head) that the lines are too long and the prices are not that cheap. Yet I keep going back for more...

Jim
MockTurtle
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Posted: Thursday, February 03, 2005 - 10:34 PM UTC
Hey Jim (1st Jim)

understand perfectly well, it is why i have decided to give them a chance and I've not cancelled my order with them - yet.

it just that i am not one to keep quiet about lack of service.

first impressions last, unfortunately it was not a favourable one. but i really want that frikkin kit!!!

in the spirit if the first post (and original topic) here's hoping to improved customer service levels
Elad
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Posted: Thursday, February 03, 2005 - 10:36 PM UTC
MockTurtle,

if indeed the model you oredered from LM is DR6252, the new 3in1 initial Tiger I, you shouldnt be surprised.
they posted that the quantity is limited and besides I dont think there were any other sources on the net to purchase this model at the moment. its only due in about a month or so.

btw, I ordered from LM twice and I was very satisfied with both price and service. only gripe was the long wait for the surface mail to arrive.
I'm glad to hear about the change because for me persuing the hobby of modelling without internet vendors such as LM is impposible and I'm sure other modelers from Israel will agree with me that paying over exaggrated prices for the few kits and fewer supplies that can be found around here is a definite no no for even the most amateur of weekend modelers.

I'm surely going to take advantage of the new shipping rates if indeed they are more down to earth now.
Ray28
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LUCKY MODEL
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Posted: Thursday, February 03, 2005 - 10:55 PM UTC

Quoted Text

Fair enough Jim. I've worked with online and POS systems so I know how the purchase and ordering process works thank you very much.

What irks me is:

1. They take your order (and money) even if item is out of stock. Its not difficult to look up stock levels vs orders in a database.. really.
2. I was NOT informed of delays. Even after two days. If I didn't send mail I'd have sat for a month...?
3. On many sites you are informed of any holidays (ie jewish holidays/christmas) which might affect delivery. Not difficult to implement is it?
4. I hate to resort to griping to get a resolution, which is what happened in this case.

Good pricing is great, but what determines a run-of-the-mill shop to a great one is service delivery. Let customers know whats happening every step of the way.

I really believe these are areas they can improve in which can put them ahead of the rest.

Just my two cents... use it, don't use it.



Dear MockTurtle,

Yes, you are right. We do need to improve our customer services level. In fact, we re-writing the order status notification process to advise the customer on time.

But I would like to mention the problem that we face with Dragon on the DR 6252 issue. This is the first time that we encountered in the last 2 years.

For many news kits (even the TAMYIA 1/32 F-16), we can "pre-order" to our distributor, so, we can have estimated qty allocated for the retail order. However, Dragon is so special that they never tell you what you can (even different sources). However, we do manage the order for Dragon until the arrival of DR 6252.

Currently, I guess Dragon wants to sell out their older stock item, they require all dealer to purchase certain amount of "old kits" to accumlate to acquire the "quota" for the DR 6252. This is first time I hear in Plastic Model industry! (I worked in IT industry, Intel has this policy on new processor distribution in old days)

That is why we cannot send you the order and we are still working out the distribution. If I am correct, you order three sets of the Tiger I which may not have sufficient qty to fulfill. If you think whatever we can help, please let me know.


Best Regards
Raymond Chung
LuckyModel.com
Ray28
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LUCKY MODEL
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Hong Kong S.A.R. / 繁體
Member Since: December 23, 2004
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Posted: Thursday, February 03, 2005 - 11:03 PM UTC

Quoted Text


Quoted Text

Fair enough Jim. I've worked with online and POS systems so I know how the purchase and ordering process works thank you very much.

What irks me is:

1. They take your order (and money) even if item is out of stock. Its not difficult to look up stock levels vs orders in a database.. really.
2. I was NOT informed of delays. Even after two days. If I didn't send mail I'd have sat for a month...?
3. On many sites you are informed of any holidays (ie jewish holidays/christmas) which might affect delivery. Not difficult to implement is it?
4. I hate to resort to griping to get a resolution, which is what happened in this case.

Good pricing is great, but what determines a run-of-the-mill shop to a great one is service delivery. Let customers know whats happening every step of the way.

I really believe these are areas they can improve in which can put them ahead of the rest.

Just my two cents... use it, don't use it.



Dear MockTurtle,

Yes, you are right. We do need to improve our customer services level. In fact, we re-writing the order status notification process to advise the customer on time.

But I would like to mention the problem that we face with Dragon on the DR 6252 issue. This is the first time that we encountered in the last 2 years.

For many news kits (even the TAMYIA 1/32 F-16), we can "pre-order" to our distributor, so, we can have estimated qty allocated for the retail order. However, Dragon is so special that they never tell you what you can (even different sources). However, we do manage the order for Dragon until the arrival of DR 6252.

Currently, I guess Dragon wants to sell out their older stock item, they require all dealer to purchase certain amount of "old kits" to accumlate to acquire the "quota" for the DR 6252. This is first time I hear in Plastic Model industry! (I worked in IT industry, Intel has this policy on new processor distribution in old days)

That is why we cannot send you the order and we are still working out the distribution. If I am correct, you order three sets of the Tiger I which may not have sufficient qty to fulfill. If you think whatever we can help, please let me know.


Best Regards
Raymond Chung
LuckyModel.com



One more point I would like to mention, we don't charge the credit card until we are ready to send the items (or at least 60% or more on the order).

MockTurtle
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Posted: Thursday, February 03, 2005 - 11:10 PM UTC
Thanks for the feedback Raymond. I have emailed Silvia to ask what items can be shipped...
I'm in a group buy with a couple of friends to save on shipping... so my arse is kind of on the line as well.

That quota system by Dragon is really weird though!

cheers.
Leif
Grumpyoldman
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Posted: Thursday, February 03, 2005 - 11:15 PM UTC
Ray, I'm going to register, and place an order..... LOL
But one comment.... that annoying RC flashing ad type thingy... it's got to go..... distracts as you are trying to fill in the forms.....
at least it distracts my senile old mind...... :-) :-) :-)
Ray28
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LUCKY MODEL
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Posted: Thursday, February 03, 2005 - 11:23 PM UTC
Dear Dave O'Meara,

Ok, I will replace the banner for you!


Raymond
Major_Goose
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Posted: Thursday, February 03, 2005 - 11:51 PM UTC
well the 2 kgr rule is here also to my country . If u go over that weight the post rate changes and rises strangely . Also lately we have improvements in shipping time. 4 days to spain 7 days to USA
Tarok
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Posted: Friday, February 04, 2005 - 12:15 AM UTC

Quoted Text

That quota system by Dragon is really weird though!


From what I hear from dealers in SA the Dragon supply chain in general is notoriously bad, which explains the high turnover in Dragon national sales agents - no one wants to touch that dealership. Apparently a fraction of the orders from Dragon are filled.

Raymond, is this a problem for dealers in the Far East as well?

I had not previously heard of your company, but I look forward to dealing with LuckyModel in the future.

Kindest regards
Rudi Richardson
Vodnik
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Posted: Friday, February 04, 2005 - 01:06 AM UTC

Quoted Text

well the 2 kgr rule is here also to my country . If u go over that weight the post rate changes and rises strangely .


This is international post standard. Up to 2kg (4 lb in the USA) you can send stuff as letter post (a.k.a. small packet). There are also size limitations - the sum of dimensions of small packet cannot exceed 60 or 90 cm, depending on the country. Above 2kg you have to use more expensive parcel post. Parcel post always requires the receipient to sign for the package on delivery, while small packet doesn't. For small packet you can request registered (signed for) option, but at extra cost. You can use Parcel post for packages weighting less than 2 kg, but usually registered small packet is cheaper.

Pawel
ShermiesRule
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Posted: Friday, February 04, 2005 - 02:18 AM UTC
It's great that you decided to get better pricing on the shipping. I will certainly take a look at your stuff to see if I can take advantage of the cheaper Asian prices.
Teacher
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Posted: Friday, February 04, 2005 - 04:46 AM UTC
I have used LuckyModel.com an awful lot in the past year, and they have NEVER failed me. From a personal point of view they are, quite simply, the best company I have ever dealt with. Sylvia from LuckyModel e-mailed me to say the Dragon Tiger was in stock, I ordered one straight away and posted the fact that it was available in limited quantities, in another thread on this forum. When I checked a few days later, their site was apologising to those customers who's orders could not be filled due to low quotas. Thankfully I got mine. As far as I know from other sites as well as this one, everybody who has been following this kit's release knows the situation with Dragon's quotas, and should therefore realise that 'running out' cannot be laid at LuckyModel's feet. I, for one, wish that all the firms I have dealt with were as good as LuckyModel. Keep on doin' what you're doin' Raymond!

Vinnie
jimbrae
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Posted: Friday, February 04, 2005 - 05:05 AM UTC
As a 'follow-up' to this thread, I have just posted the news from Raymond in a full news story, which can be seen here: LuckyHobby Announces Reduced Shipping Charges .

Taking off my 'Staff Hat' for a moment, I can only agree with Vinnie's sentiments about LM. Comparedto the retail 'Muppet - Show' which exists in certain retailers here in Spain, Lucky Model is a breath of VERY welcome fresh air...Jim
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