New Subscribers to MB magazine, disappointed.

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New Subscribers to MB magazine, disappointed.

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8 February 2011 at 22:26 #29792
seabird1
Participant
@seabird1
I recently took out a new yearly subscription to MB magazine approx two weeks ago. The complimentary product promised with this offer was a Planet T5 transmitter. The March edition of MB mag has arrived but no Planet transmitter. When I phoned customer services 7th Feb, they said we’ve run out , we may have some in two weeks time , your’e on the list to receive one. I have spoken to others who have also taken out a new subscription in my club who have also phoned cust services only to be told that they will not be getting a Planet transmitter AT ALL.
Before I cancel my subs as others have already done, can you explain what the position is with respect to this complementary offer. Will we be getting our Planet TX or not.
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8 February 2011 at 22:26 #8370
seabird1
Participant
@seabird1
Failure to deliver complimentary goods as promised.
8 February 2011 at 22:38 #29794
Dave Milbourn
Participant
@davemilbourn48782
Good job I haven’t ordered a Rx to go with it then.

Annoying, because I’ve only resubscribed as a) our regular complementary “office copy” – as advertisers – has failed to materialise following a change of MB staff, and b) I can’t access the “Subscriber Only” stuff on this website.

I guess I should have remembered what my grandad used to say (etc etc.)

DM
8 February 2011 at 22:56 #29795
Colin Bishop
Moderator
@colinbishop34627
I have referred this to the appropriate quarters in MyHobbyStore. I’m afraid I have no direct involvement with the subscriptions process. Hopefully the problem will be resolved.

Colin
9 February 2011 at 10:23 #29798
Heather Morrison 4
Participant
@heathermorrison4
Dear all, I can assure you that if you have ordered a subscription under the offer in the magazine before the 11th of February you will be entitled to recieve the free transmitter.

I am speaking to customer services now and am trying to fathom as to why they have advised that you wont be getting the T5 Transmitter. As Head of Subscriptions I can assure you, you will recieve the gift which was advertised.

Heather
10 February 2011 at 15:20 #29830
seabird1
Participant
@seabird1
I emailed customer services 2 weeks ago about the same subject, but they never replied, so much for Customer Service……. So when will my Planet T5 transmitter be posted out to me ? Others are waiting for the same answer
to the same question!
10 February 2011 at 18:16 #29838
Dave Milbourn
Participant
@davemilbourn48782
I think that we should sit back and wait a while. I’m certain that if nothing has arrived within 14 days after the end of the offer then we would have much more of a reason for concern. If the subscription people advertise a gift as an incentive then they are duty-bound to supply it – that’s the law – and Heather’s reply has made me feel a little more at ease with the situation. The watch-word in all of these “disputes” is “reasonable”.

Softly softly catchy monkey………….

DM

Edited By Dave Milbourn on 10/02/2011 18:17:24
11 February 2011 at 05:01 #29840
Peter Fitness
Participant
@peterfitness34857
Unfortunately, as I live in far off Australia, I’m not eligible for any “free” gifts, due to the high cost of postage to the Antipodes. However, I would like to give a hearty thank you to Model Boats for the prompt manner in which the one problem I did have was dealt with.

Following an error with my January issue, I contacted Paul Freshney who then passed on my message to the subscriptions department. I received a very prompt email from that department apologising for the error, and advising that a replacement copy had been sent. This quickly arrived closely followed by the February issue and, to cap it off, my March issue arrived today, 11th February, the same day as its “on sale” date in the UK. It was either posted early, or the aircraft carrying it had one heck of a tail wind

I simply could not ask for, or expect, better service than that.

Peter.
11 February 2011 at 09:32 #29843
Heather Morrison 4
Participant
@heathermorrison4
Hi,

Peter that is very encouraging news, im glad all issues have arrived safe and sound and on time.

With regards to gifts we generally wait for offers to close before ordering the product. This means that we can collate all the orders and buy the gifts in one go to avoid duplicate orders, excess stock and wasting money. The T5 transmitter offer closes on the 11th Feb which is today. Please could you email me with your full name and postal code so that I can triple check that you are on the list to recieve one of these gifts. I can assure you it will take less than 14 days to reach you. [email protected]

Many thanks

Heather
11 February 2011 at 09:34 #29844
Amanda Lee 3
Participant
@amandalee3
Good Morning,

I would just like to assure you all that all emails sent to subscriptions via Customer Services are forwarded on as they are a seperate department, however it is possible that they have replied to customer services not the customer.

To avoid any further confusion, subscription enquries can be sent to [email protected]

If you have any other questions or queries I can be contacted on [email protected]

Many Thanks,

Amanda Lee

Category Manager
17 March 2011 at 08:23 #30099
Dave Milbourn
Participant
@davemilbourn48782
It’s now March 17th – over a month since the offer ended – and still no transmitter. I’ve just sent an E-Mail to Heather Morrison and will keep you all posted with progress (or otherwise).

Has anyone actually received a transmitter yet?

Dave M
17 March 2011 at 09:42 #30101
Kimosubby Shipyards
Participant
@kimosubbyshipyards
Hi Dave,

yes, one of our Club members received a transmitter nearly four weeks ago – BUT – it comes without any receiver. Note also – no instruction manual either.

So he ordered a receiver from the local shop over here, who only import when they have an order worth sending, and he still has not got one. The last goods received by them did not have any of his required receivers. Apparently hard case receivers to pair with the transmitter are “hen’s teeth”.

So obviously he still hasn’t been able to use it, but at least he’s one of the lucky ones??

Kimosubby
17 March 2011 at 12:56 #30103
The Long Build
Participant
@thelongbuild
Yes My Father in Law got one but that was last year, also Kimosubby I could be wrong but I am pretty sure that the add for the subscription did say NO Reciever was included but could be obtained for approx £15.00, Uk price. and most of the instructions for these can be downloaded.
17 March 2011 at 17:53 #30106
John Walsh
Participant
@johnwalsh23400
Despite two e-mails and two phone calls since 25th January I’m still waiting for my Tx. The last e-mail from MB assured delivery within 10 days, if nothing is received by next Monday I’ll be calling my local Trading Standards !!

John W
21 March 2011 at 13:37 #30153
Dave Milbourn
Participant
@davemilbourn48782
Reply just received from Heather Morrison:

Im going to look in to this right away and
find out why our subscription bureau haven’t sent the transmitter yet.

I replied that several chaps on this Forum were also watching with interest.

I’m 100% certain that no receiver was included with the offer, but I see from Howes’ adverts/website that they have them in stock. Incidentally if you ever need to contact them then ring before lunch and ask for John Cox. He’s the “boats” man.

Meanwhile the Tx plot thickens……..

DM

Edited By Dave Milbourn on 21/03/2011 13:37:56
22 March 2011 at 08:05 #30162
Dave Milbourn
Participant
@davemilbourn48782
It now seems that my transmitter was sent “Recorded Delivery” on Feb 10th and that the subscription bureau people are now out of stock of them. I’ve no idea who signed for it here – there’s only Liz and I and I’m sure the thumbscrews and water-boarding would have worked on her by now………

I wonder if someone somewhere is intercepting these en route? I’ll be interested to hear the name of the signatory – if there ever was such a despatch, that is.

Meanwhile I’m camping by the letter-box.

Dave M
22 March 2011 at 12:52 #30163
Dave Milbourn
Participant
@davemilbourn48782
UPDATE: Now it transpires that the transmitter wasn’t sent by recorded delivery………….it was sent by standard post. I have been assured that a replacement will be sent ASAP. Heather Morrison also says the following:

I suggest that if any other subscribers
are waiting for products they will need to get in touch with me as everyones
case is different. I hope that clarifies the situation.

Thanks, Heather. It will be even clearer when the replacement arrives by Special Delivery.

Dave M
24 March 2011 at 12:05 #30181
Dave Milbourn
Participant
@davemilbourn48782
Tx just received. Now I have to wait for the Rx from Howes and find the Manual download URL. Still, excellent VFM so far!

dave M
24 March 2011 at 13:43 #30182
Mike Race
Participant
@mikerace67320
Same story here Im afraid. I have just got back from a few weeks holiday and expected the current issue of MB to be on my doormat after taking out a subscription in february (after much difficulty as the web site links all had differing prices bearing no relation to what was actually stated in the blurb) and was after the tranny case. No issue waiting. Rang them up today to be told there was no such subscription record apart from the last one I cancelled in 2005 (cancelled because the delivery dates to me then were appalling usually a week at the earliest after it was in the shops and at times no delivery). They said there was no record of any calls being made by me for a subscription in february but someone had though accessed my old account a few weeks back and they didnt know why. But ‘if I would like to provide the details again they would kindly set up a subscription’. The words ‘Giraffe and Having a’ spring to mind. Sadly the words ‘Customer Service; dont spring to mind.

Edited By Mike Race on 24/03/2011 13:47:47
29 March 2011 at 18:49 #30235
John Walsh
Participant
@johnwalsh23400
Have just received my Planet T5 tx, by standard post. Two months, almost to the day after ordering my MB subscription. Perhaps inter-department communication should be looked at closely. this kind of delay is not acceptable in the 21st century !.

John W.
29 March 2011 at 19:22 #30236
Colin Bishop
Moderator
@colinbishop34627
Without wishing to apologise on behalf of MHS please do take into account:

1) They wait until they see what the takeup number is before order ing the item.

2) They are then dependent upon the supplier actually coming up with the goods. (and everything seems to be made in China these days!)

I’m afraid that is isn’t commercially practical to pre order and store a stock of items not knowing how many are actually going to be needed.

Hobby magazines operate on remarkably small budgets, they are not big business and cetrtain things flow from that.

MHS have had problems in the Customer Services area and they are well aware of this but they do value their customers and operate in an ethical manner even if things sometimes do go slightly pear shaped.

If you are not getting the service you might reasonably expect then make your views clear to the contacts listed in Model Boats.

Colin
4 April 2011 at 16:20 #30258
seabird1
Participant
@seabird1
As I started this topic/thread, I feel its time to post what will probably be my last comment. I did eventually receive a Planet 5 TX about 3 weeks ago by special delivery. Its a pitty Customer Services and the whole MB magazine setup don’t communicate with each other a bit more effectively.. Before I posted my first comment on this thread, I emailed customer services TWICE!, and guess what, I never had a single reply by email. However my wife did get a phone call out of the blue from someone at MB mag, who presumably took her comments onboard, and proceeded to get a Tx sent out to me, but we’ll never know for shure. I hope everybody else who hasn’t had their Tx yet, gets it soon. If you don’t, get onto customer services, its part of what their there for…….

Seabird 1
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