Cheryl MHS

Hi Phil, Thanks for the info, Amy is a real asset to our team so im glad she managed to sort this one out for you. I can only apologise that it took so long to resolve and we will of course be looking into why your messages were not returned as well as enabling customers to use multiple vouchers within one order. Once again many apologies for the delay in resolving this issue. Kind Regards Cheryl

Hi Phil, Would you be able to send a few further details to [email protected] ? That way i can work directly with our accounts team and try and get this resolved for you. Kind Regards Cheryl @ MHS

Hi Mike,   I just wanted to follow up and let you know the replacement wing will be coming directly from our supplier and is being chased by our customer service team. We most certainly wouldn't charge £35.00 for a wing plan although I’m sure the big bosses would be happy if we did!   I'd also like to apologies for the confusion regarding it being listed under vac form parts! At present all of our replacement parts are listed under this section of our RCME plans service but we are currently looking at improving the site navigation to make things much clearer.   Thanks Cheryl Edited By Cheryl MHS on 02/09/2013 16:36:12

Hi all, The kits are still being manufactured by the original supplier, i will pass on your concerns as prehaps he has altered some of this processes recently. Geoff - the Mustang is still avaliable at MHS as are a few other the other kits missing from GS **LINK** Cheryl @ Myhobbystore

Hi Jeffrey, If you could email me on [email protected] with your order number then i will be more than happy to have a look into your order and find out what is going on. In general our printers are back on game and sending out orders within a few days however we still have around 30 plans which are 'missing' however these customer should have all been contacted and offered a refund or the option to wait. These plans have also been taken off sale to avoid any additonal customers being delayed. If you are one of the customers effected by the missing plans and would like a refund then please contact myself or Nicole in our customer services at [email protected] We have also sent out a mass eail to all plans customers past and present to inform them of the delays. Kind Regards Cheryl

Hi KC, The main reason for not being able to print the plans ourselves is due to the specialist printers needed, they simply wouldn’t fit in our office! Although we would love to print them in house as it would make issues like this one far less likely! Not only this but MHS has a very small number of staff so we sadly dont have the resources to be able to do everything in house. I would also like to reassure all customers that if they want to cancel thier order rather than wait they are of course entitled to a full refund, please get in touch with Nicole if you wish to cancel your order. Cheryl

Hi All, I work for MHS and just wanted let everyone have a quick update on our current plans situation. Unfortunately our printers have recently ‘upgraded’ their server woth no prior warning to ourselves which has frustratingly lead to major delays with plans printing as well as some plans going ‘missing’ from the system. (New technology isn’t all it’s cracked up to be!) We are working very hard with various other people outside of the company to try and obtain all the missing plans ASAP, sadly this is taking much longer than we would like and we are fully aware that the current service being offered is unacceptable. All plans that we know are currently missing have been taken off sale temporarily until we can obtain the plan again. Unfortunately although everyone is working hard to resolve the issue we have no exact timescale of when normal service will resume although our printers have assured us it will be within the next 2-3 weeks. We are all hoping for much sooner. With regards to informing customers of the delays unfortunately due to the design of the website we are unable to put a message on the checkout screen to advise of the delays however we have added info to the delivery tabs and delivery information page, all customers ordering by phone should also be getting informed by our customer service team. Nicole is also currently working on emailing or calling all customers with orders that we are aware are outstanding to inform them of the delays. Much like Martin we believe our supplier to be offering an unacceptable service and are currently looking into alternatives but sadly it’s not as simple as just picking a new printer to print our plans and away we go. Cheryl MyHobbyStore