General > Direct Service/Parts Queries

Do they inform you immediately when a part is not available?

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bml87:
Hi everyone

Today I got an email that they will process my parts order, an order I have requested via the after sale service (not via the website). Until now I only ordered parts which I knew were available, but had to be ordered via the after sale service. So I put 4 klickies on my order from the Roncalli circus sets, which I heard they might not be available separately... but like I said, today I got an email that they will process my order, so can I be sure I will get the klickies? Or is it possible they still send me an email that my order is refused or not available?

Thanks :-)

The_Mad_Hadder:
When they contact you for payment they will send you an invoice with all the part numbers that are being fullfilled on your order. Review this invoice and if the items you wanted appeared then you will be getting them. If they are not on this invoice it means they are discontinued or the sales rep forgot to add them, in which case you need to go back and confirm.

The individual I deal with in Canada at Playmobil just tells me out right which items are out of print and can nolonger be purchased, but we do everything via e-mail.

Sincerely,
James C. Byrne

bml87:
Thanks for the reply James. Well, in my case they deduct the amount automaticly of my bank account, I always receive the invoice when they deliver the parts I ordered. I guess I will have to wait to figure it out? Unless others have other information? Of course I'll let you know if I received them after all :-)

Hadoque:
They MIGHT contact you if certain parts are not available, at least in my experience with DS-Belgium.
But it´s been a while since I made a parts order through email or by letter, and it also depends on who is in charge of processing your order and I believe some personal at the after-sales service has meanwhile changed.
So you MIGHT only know when you receive your order, with at the end of the invoice and/or delivery note a mentioning of which parts/figures are unavailable.

GrahamB:
The system seems to vary depending on where you are in the world. With PM (UK) DS, I send a list of parts (I check availability on Find Spare Parts on the website, but klickies are rarely listed there, so I add those numbers in speculatively and many can be supplied) and usually get an email back with any non-available parts listed, plus a total cost. The itemised invoice comes with the parts.

The availability of klickies and klicky sub-parts seems to vary from country to country and German customers don't get such a good deal as UK customers (even though UK orders are sent to Germany to be filled!). But they don't like money at Geobra Brandstaetter!

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