CAFmodel’s after-sales service

[CAFmodel]

I'm really sorry for taking up the resources of the forum to explain some after-sales problems in my store. Please forgive me.
1：There will be more or less black marks on the back of the laser-cut wood, which need to be removed by polishing.
2：CNC machined parts have burrs, which can be removed after grinding
3：If any parts in the product are missing or damaged during transportation, please contact me and we can send it free of charge.
4：Most of the parts in the product can be obtained after-sales, you only need to pay the shipping fee
5：If you have any questions about product quality, please contact me and we will take photos of product parts for your confirmation
6：We generally do not do after-sales processing for small products. You need to destroy the product and take photos for confirmation. We will directly refund the full amount.
7：Regarding full refunds, we are only responsible for refunding the amount you paid to our store. Unable to bear customs duties, taxi fees and other secondary expenses. Thank you for your understanding
Tom

 

[Dubz Modelling World]

To be honest, this message from CAF feels almost like a mockery — and very likely tailored to my current support case with them.

I ordered two small boats from CAF, both of which apparently passed through absolutely no quality control whatsoever. The attached pictures clearly show that the laser machine was defective and produced erratic zig-zag cuts.

This is simply unacceptable, and I believe most people would agree.

When I asked for replacement parts, my request was ignored. Instead, I was instructed to destroy both models, document the destruction, and only then would I receive a refund. I asked at least five times whether the refund would also include the nearly €20 in customs duties and handling fees I had already paid. Only after the sixth(?) inquiry was I finally told that these costs would not be reimbursed. Wow.

So essentially, I purchase a product, receive items with obvious manufacturing defects, and am then expected to cover the additional costs myself. That is very disappointing customer service and, in my opinion, not an acceptable way to treat customers.

Given CAF’s — and unfortunately also some other manufacturers’ — already well-known issues with quality control, I can only advise others to think very carefully before buying from them again, better avoid it completely.

It is unacceptable that customers are expected to bear the costs of the manufacturer’s mistakes.

 

[Dematosdg]

To be honest, this message from CAF feels almost like a mockery — and very likely tailored to my current support case with them.

I ordered two small boats from CAF, both of which apparently passed through absolutely no quality control whatsoever. The attached pictures clearly show that the laser machine was defective and produced erratic zig-zag cuts.

This is simply unacceptable, and I believe most people would agree.

When I asked for replacement parts, my request was ignored. Instead, I was instructed to destroy both models, document the destruction, and only then would I receive a refund. I asked at least five times whether the refund would also include the nearly €20 in customs duties and handling fees I had already paid. Only after the sixth(?) inquiry was I finally told that these costs would not be reimbursed. Wow.

So essentially, I purchase a product, receive items with obvious manufacturing defects, and am then expected to cover the additional costs myself. That is very disappointing customer service and, in my opinion, not an acceptable way to treat customers.

Given CAF’s — and unfortunately also some other manufacturers’ — already well-known issues with quality control, I can only advise others to think very carefully before buying from them again, better avoid it completely.

It is unacceptable that customers are expected to bear the costs of the manufacturer’s mistakes.

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Unfortunately, and based on my personal experience, i totally disagree with you !!!

CAF models have been always an excellent seller with an incredible customer attention (my personal experience).

I had a similar issue with several of the "Granado ship frames plates". The laser burned them in excess, like your pictures. I contacted CAF, send images of each plate and immediately CAF send the replacement plates, free of shipping costs.

Concerning extra fees or customs taxes, I do not recall any seller I have ever bought stating that those fee will be refunded. In most cases is already written that those fee are your fully responsibility.

The GRANADO ship, consisted of 3 heavy boxes with hundred of parts, and only a few frame plates came with that issue and they where immediately replaced. The GRANADO CROSSECTION was perfect.

Again, based on "my experience" I will continue buying from CAF and will continue recommending his products.

The only thing I do not understand is why CAF don't send you the damaged parts. Why replace the full kit ?


Best !
Daniel

 

[Dubz Modelling World]

The only thing I do not understand is why CAF don't send you the damaged parts. Why replace the full kit ?

Funny how you try to argue against me and then in the last sentence write the relevant what I say. No he is NOT offering to send replacement, THAT is the point.

 

[Strand]

So, I just built the Granado from CAF. There were two minor defects, and they were replaced without any fuss and at an impressive speed. CAF, along with Vanguard Models, probably has the best customer service. Based on my experience, I can absolutely recommend buying model ships from CAF.

 

[Dubz Modelling World]

6：We generally do not do after-sales processing for small products. You need to destroy the product and take photos for confirmation. We will directly refund the full amount.
7：Regarding full refunds, we are only responsible for refunding the amount you paid to our store. Unable to bear customs duties, taxi fees and other secondary expenses.

Guys you should READ what CAF is saying!!!!

Buy something small and there is NO responsibility of them to replace ANYTHING! So they send crap and you will loose import tax and handling money.

You think that is fine? Serious?

 

[Bryian]

Well I have built that particular kit you have photographed and there are no issues in my opinion. The char marks are easily removed with sandpaper.
Just grab some 180 paper and sand it off.
I assume you haven’t built a laser cut kit before.

 

[Dematosdg]

Well I have built that particular kit you have photographed and there are no issues in my opinion. The char marks are easily removed with sandpaper.
Just grab some 180 paper and sand it off.
I assume you haven’t built a laser cut kit before.

Bryian see the circle areas. Do you think this is OK. I haven't seen that before on any of my laser cut kits. I believe Dubz Modelling World is referring to that and some overburned areas. Those can be sanded, sometimes. But those "waves" ?

@Dirk, have you taken out those laser Wave parts ? The part has all those waves when has been taken out ?

 

[Bryian]

You simply sandpaper it level. Any model builder worth their salt should be able to fix that.

 

[alross2]

This is very curious. I've never seen cut patterns like these before. I noticed that the kerfs are not consistent in width, which might suggest that the line weights on the drawings are not fine enough. The jaggies are something else. It might be that the laser program is jumping back and forth between vectoring and rastering. I'll ask our laser guy tomorrow and see what he thinks.

 

[dockattner]

I assume you haven’t built a laser cut kit before.

This post catches me by surprise, Bryian. You are generally so supportive.

It happens that Dirk is one of the most skilled kit modelers on our site. His outcomes from kits that includes laser cut billets is unmatched.

 

[Bryian]

This post catches me by surprise, Bryian. You are generally so supportive.

It happens that Dirk is one of the most skilled kit modelers on our site. His outcomes from kits that includes laser cut billets is unmatched.

My apologies, I shall refrain from commenting further.

 

[Submarinerblue]

I have had very good to excellent service on replacement parts (as well as quality products) from Vanguard, Ocre, Model Shipyard, Model Expo, Woody Joe and Pavel Nikitin. I built the CAF LaBelle a few years ago, but had no need to contact them during construction so I cannot speak to this specific issue.
However, my experience with both other Chinese manufacturers and retailers (that I will not identify) on replacement parts as well as kit quality has been unsatisfactory and cannot begin to compare with my experience with companies in UK, Spain, Poland, Japan and Ukraine.
I’m sure there are many members who have had nothing but great experiences with Chinese companies and I don’t want to get into an argument, but this has been MY experience. I would be unlikely to again buy a kit from China.