Hornby customer care

[ian_foley]

Hi I was very disappointed after waiting since 4th December  that a question I had asked them about a part no for one their trains was posted on the website for potential customers to answer , I would have expected hornby to know this information and respon accordingly

[walkingthedog]

Where or how did you ask the question Ian?

[ian_foley]

I emailed customer care.

[walkingthedog]

That is odd. I always think it's best to ring them. 

 

Ask the the question on here. 

[ian_foley]

Yes will do in future.

[WilliamDavid]

Their email  service is non existant. 

I've never had a response to any of my emails

I think the demands on them way exceed their ability to respond.

[walkingthedog]

If you require a quick response from anybody, ring them. 

[WilliamDavid]

If you require a quick response from anybody, ring them. 

They are too busy on the phone to look at emails.

In life, the phone always takes priority.

I phoned them last week, and was on a queue of 18 callers.

[walkingthedog]

I'm not just talking about Hornby. Email if it's not urgent. Talk to people, you usually get a better response. 

[poliss]

What year is this WTD?

[HarveyLNER]

There Customer Care is strange I sent two emails off before Xmas RE: an order and heard nothing. but the other day I sent an email RE: an order and they had answered it by the next day. And its all very well to say ring them but many of there online customers, as I do live overseas so not always a cheap method of getting in touch.

[The Captain90]

I sent them an email on 8 January about a problem I am having with my new Flying Scotsman loco. They replied with an automated email that they will endeavour to reply within 5 working days. They further advised that longer than normal delays are being experienced. I would expect, in this case, to receive a reply buy the end of the month - and live in hope.

I am in Australia so with the time difference and expense of a phone call is difficult. If someone has a toll free number that I can call so that Hornby pay for the call I will call late one night my time. 

[96RAF]

@captn

just a thought in attempt to expedite your enquiry...

...send an email direct to Adam the admin giving him the details and your phone number and window of opportunity and ask if he could get HCC to call you back.

he has chased Enquiries on people's behalf previously in house.

[NormanQ4]

I live in Australia and have called CC a number of times, just ask them to call you back if they tell you there is some delay and you're worried about the expense.

I didn't have long to wait and the calls cost me $1.95, $1.95 and 57c. Hardly what you'd call busting the bank.

[james_buck]

I have  emailed customer care four times with no reply other than the automatic responce as to the non delivery of an order placed on the 28 November 2015. Had a better responce going via the Hornby club but still no responce from Customer Care.  I'll try ringing them but I had problems with the previous order which said it was dispached but was not, I did finally get delivery. Being in Australia I was happy witrh Hornby but the previous delivery problems and non responce from Hornby customer care are making me rethink my future train supplier.