Guillow's customer service

[David Couch]

Has anyone had any problems getting a reply or parts from Guillow's customer service lately? I ordered 2 sets of decals Nov.12th, sent check, and haven't heard from them since. I even called them last week. Still no response. Is this S.O.P.?

[John G. Jedinak]

Absolutely not! Over the years I have had a number of contacts with Guillows and all more than satisfactory. Suggest you email Mark Tennant, tech help and moderator of this message board. JGJ

[John G. Jedinak]

Absolutely not! Over the years I have had a number of contacts with Guillows and all more than satisfactory. Suggest you email Mark Tennant, tech help and moderator of this message board. JGJ

[SteveM]

It looks to me like some others are also experiencing some unusual trouble.

It might be a good idea to keep trying until someone lets you know the status of your order.

[cdwheatley]

David (poppy?), I e-mailed Guillow's customer service a couple of times back in October to ask for some decals for my SE5a but got no reply. Then I posted here asking if anyone had a set they could let me have. No luck on that count, but shortly afterwards I received an e-mail from Mark Tennant to apologise for the lack of a response from customer services and offering to get it sorted for me.

It was only then that I heard from Marcianne, the customer services person. I phoned her with my credit card details on the 26th October and she said my decals would be posted the following Monday. I waited and waited but after almost three weeks they still hadn't arrived, so I e-mailed Marcianne again, and also Mark just to be on the safe side, to let them know.

Mark replied very quickly to say how sorry he was that my package hadn't turned up yet, and that he would get Marcianne to look into it and e-mail me back asap when they had some tracking information.

Since then, despite several e-mails to both Marcianne and Mark, I have only received one reply (from Marcianne) on the 26th November to say that she had "put a phone call into the United States Postal Service and they are going to let me know when they track package". Not a word since .

I had actually given up of ever receiving any decals from Guillow's long before this, and resorted to painting the fin flash of my SE5a instead. How different things were when I last had call to seek help from Guillow's customer services. Then, I was dealt with very quickly and very efficiently, receiving my replacement parts a week to ten days after contacting them - all at no cost to myself. I was even sent a little extra part that I didn't expect. The lady who dealt with me then was called Sue. I presume Marcianne has taken over her position?

Mark, if you read this post, please can you sort out your customer service department asap, because there are people out here who are not happy with it at the moment. Thank you.

[scigs30]

I emailed customer service about buying replacement parts for my Guillows 402 Mustang. I was trying to order 2 sheets of balsa parts C so I could build the kit. The orig. wood was poor quality so I emailed Guillows asking how much it would cost to order two of those sheets. It has been over a week and no response.

[moostang51]

My order for replacement decals for the Mess took 8 days from phone order to delivery. I was quite happy with that but the new sheet had some deep scratches in various areas and this caused the decals to rip during application. Would have waited a couple more days if I could have received "new" decals.

[cdwheatley]

I never did receive my decals, or hear from Guillow's again. Has anyone else had more luck - poppy, scigs30?!

[scigs30]

After posting my message here, I received an email stating Guillows will send out replacement parts. The parts came in a day or two and they were in perfect condition.