What are the major causes that a model gets damaged during transit

[LorenzoLommus]

I think these are the major ones:

1. Poor blister packaging design: the insert is too tight and too close to the model. When the model wiggles around it gets contact with the blister causing damages

2. Poor use of packing materials: often time I see sellers use the cheapest possible materials to pack models. That is the box, and just the box without anything inside to protect

3. Poor handling by the carrier. Always wonder what's behind the scene of their ways of handling packages. Often time and many times the packing box arrives pretty beat up. So the model might suffer "shockwave" during transit and breaking things apart

Any other things?

 

[Jazajia]

I think these are the major ones:

1. Poor blister packaging design: the insert is too tight and too close to the model. When the model wiggles around it gets contact with the blister causing damages

I never thought of this as a major contributor. There have been some isolated cases I recall (some issues with JC 747 NLG, and one of NG's L-1011 lower antenna).

2. Poor use of packing materials: often time I see sellers use the cheapest possible materials to pack models. That is the box, and just the box without anything inside to protect

Oh yes... In theory, the model box should fit tightly inside the shipping box, it is efficient. In reality, we have to assume that the box will get thrown around during shipping, hence extra space for padding material is a must for me. Still, you can always find that fella that will throw the box so hard that no amount of padding will help...

3. Poor handling by the carrier. Always wonder what's behind the scene of their ways of handling packages...

You don't want to know...

So the model might suffer "shockwave" during transit and breaking things apart

Yes, this is what I was talking about when I said sometimes no amount of padding can protect a model.

Any other things?

Slot-in wings and accessories. Unfortunately, seamless molds and extra accessories have become the standard, but that introduces a ton of points of failure. Modern models are very delicate, they are bound to get broken from time to time during shipping.

It is a bit of a philosophical discussion though. Visualize this scenario: A retailer places an order for 20 models from a distributor. Out of those 20 models, 3 come damaged from shipping and can't be sold, or if they are sold, it is likely that most customers will return the model. The retailer then makes a complaint to the distributor about the broken models. I will tell you, some distributors will offer a solution, but many won't.
They are in the business of pushing models out to the market, and many just don't want to hear about the missing antenna on XYZ model, for example.

You think some retailers pack poorly? All distributors I have dealt with usually fill the boxes to the brim with no padding at all (it is just how it works with wholesale quantities, but still). Often boxes get punctured and it is not rare to find the damage transferred to one of the model boxes inside. Again, customer support in these situations is just not part of the culture in this "industry." Gotta have thick skin and learn to eat up the costs associated with those issues from time to time. I'd imagine it is no different in other retail industries.

But let's say the distributor does the right thing, takes the model back from the retailer, and passes the issue over to the factory in China. Who is responsible for the cost associated with the issue? The QC person at the factory? A particular worker? Will they get pay-deducted to cover the cost caused by broken models? Not to mention that the person responsible for the issue might not even be a careless or mal intentioned individual. Everybody makes mistakes once in a while. I will leave you with an analogy here: most pilots always want to make a perfect landing, yet it clearly doesn't always work.

It is a frustrating part of retailing. Even if you want to give good customer service, there is not much you can do when the models are already in bad shape by the time they get to you.

 

[LorenzoLommus]

I never thought of this as a major contributor. There have been some isolated cases I recall (some issues with JC 747 NLG, and one of NG's L-1011 lower antenna).



Oh yes... In theory, the model box should fit tightly inside the shipping box, it is efficient. In reality, we have to assume that the box will get thrown around during shipping, hence extra space for padding material is a must for me. Still, you can always find that fella that will throw the box so hard that no amount of padding will help...



You don't want to know...



Yes, this is what I was talking about when I said sometimes no amount of padding can protect a model.



Slot-in wings and accessories. Unfortunately, seamless molds and extra accessories have become the standard, but that introduces a ton of points of failure. Modern models are very delicate, they are bound to get broken from time to time during shipping.

It is a bit of a philosophical discussion though. Visualize this scenario: A retailer places an order for 20 models from a distributor. Out of those 20 models, 3 come damaged from shipping and can't be sold, or if they are sold, it is likely that most customers will return the model. The retailer then makes a complaint to the distributor about the broken models. I will tell you, some distributors will offer a solution, but many won't.
They are in the business of pushing models out to the market, and many just don't want to hear about the missing antenna on XYZ model, for example.

You think some retailers pack poorly? All distributors I have dealt with usually fill the boxes to the brim with no padding at all (it is just how it works with wholesale quantities, but still). Often boxes get punctured and it is not rare to find the damage transferred to one of the model boxes inside. Again, customer support in these situations is just not part of the culture in this "industry." Gotta have thick skin and learn to eat up the costs associated with those issues from time to time. I'd imagine it is no different in other retail industries.

But let's say the distributor does the right thing, takes the model back from the retailer, and passes the issue over to the factory in China. Who is responsible for the cost associated with the issue? The QC person at the factory? A particular worker? Will they get pay-deducted to cover the cost caused by broken models? Not to mention that the person responsible for the issue might not even be a careless or mal intentioned individual. Everybody makes mistakes once in a while. I will leave you with an analogy here: most pilots always want to make a perfect landing, yet it clearly doesn't always work.

It is a frustrating part of retailing. Even if you want to give good customer service, there is not much you can do when the models are already in bad shape by the time they get to you.

Wow, thanks for the insight.

So, question to you as a seller (or retailer?)

If the distributors send you the "bad apples", do you usually turn them back? If they refuse to take them what are you going to do with them? And obviously you as a retailer will have a lost if you have to eat up the bad ones because you can't sell them?

Sometimes when I receive models with bad or damaged packaging, I think of the groceries that I get from supermarket, with anything that comes with a box. I laugh and say to myself why does a "new" condition $200 model I get comes with a box that looks so much worser than a $20 Lipton tea box? I mean when I select and grab the Lipton tea box off the shelf I hardly find one that is crushed or looks as bad as the $200 model box, and I am not joking. Seriously the number of bad packaging I have seen or received throughout all diecast plane manufacturers is so much more than whatever packaging I see or buy from groceries in supermarket that's in bad condition. Maybe these diecast plane manufacturers or distributors should learn how to pack and package like other product makes.

I still think the problem lies with the factory, especially if there's any QC at all, or may be there's no QC at all? Whoever packs the inventory for shipment should be the one responsible due to improper handling of inventory.

 

[Phantom]

Who is responsible for the cost associated with the issue? The QC person at the factory? A particular worker?

Often enough (Q)management is to be blamed for such issues. Issues are often process related and QC can't do much if management decides stuff is "good enough" the way it is.
I mean, there's no way to blame the "bad worker" or "bad QC" for repeat errors (no matter if bent wings, repeat detailing errors at production level or bad packing at distribution) - the worker might be well aware but if boss says "go ahead!"...
It's a lot easier to find the one who made "the error" instead of finding (or accepting!) the reasons for why the error was made.
But let's take this one step further. Why might QM say it's "good enough"? Maybe because the customer doesn't want to pay more for the product?
Sorry for being slightly OT, but I've to deal with this on a daily basis.

 

[LorenzoLommus]

I agree with what Phantom said. It's the management or planning department or anyone who's in charge of packing and shipping at the factory has to take full responsibility. There must be someone who dictates how the inventory is being packed, the materials being used, the logistics, etc. Someone who makes a bad decision, being too dumb or inexperienced could turn things much differently.

 

[squatchys_diecast_hangar]

Wow, thanks for the insight.

So, question to you as a seller (or retailer?)

If the distributors send you the "bad apples", do you usually turn them back? If they refuse to take them what are you going to do with them? And obviously you as a retailer will have a lost if you have to eat up the bad ones because you can't sell them?

Sometimes when I receive models with bad or damaged packaging, I think of the groceries that I get from supermarket, with anything that comes with a box. I laugh and say to myself why does a "new" condition $200 model I get comes with a box that looks so much worser than a $20 Lipton tea box? I mean when I select and grab the Lipton tea box off the shelf I hardly find one that is crushed or looks as bad as the $200 model box, and I am not joking. Seriously the number of bad packaging I have seen or received throughout all diecast plane manufacturers is so much more than whatever packaging I see or buy from groceries in supermarket that's in bad condition. Maybe these diecast plane manufacturers or distributors should learn how to pack and package like other product makes.

I still think the problem lies with the factory, especially if there's any QC at all, or may be there's no QC at all? Whoever packs the inventory for shipment should be the one responsible due to improper handling of inventory.

I will give that answer, the distributor or manufacturer, who we deal with several direct, will seldomly give a retailer full credit for a damaged model. Unless it has been completely destroyed, they will tell you to fix and or give a discount for a damaged model, maybe. So the retailer is caught holding the bag so to speak. A bit of a gray area really. The retailer wants to give the best customer service but there is a line also. So I encourage customers to read a stores FAQ’s or return policy. They will differ from every retailer sure, but some are more strict than others. So if most folks read the fine print it will guide them to make an informed decision when buying.

 

[Jazajia]

And obviously you as a retailer will have a lost if you have to eat up the bad ones because you can't sell them?

I have only been at retail for four months, so my experience is limited. But so far it seems that losses as a result of damaged models can be recovered with the sales of good ones. So it's not like a damaged model will automatically make you go broke, but it is utterly frustrating when you don't receive what you paid for. And as we have exposed here, while some distributors, in some cases, are willing to provide a fair solution, anyone entering this business will realize very quickly that when you receive a damaged item, you might as well write it off, as getting compensated is never assured.

Sometimes when I receive models with bad or damaged packaging, I think of the groceries that I get from supermarket, with anything that comes with a box. I laugh and say to myself why does a "new" condition $200 model I get comes with a box that looks so much worser than a $20 Lipton tea box? I mean when I select and grab the Lipton tea box off the shelf I hardly find one that is crushed or looks as bad as the $200 model box, and I am not joking. Seriously the number of bad packaging I have seen or received throughout all diecast plane manufacturers is so much more than whatever packaging I see or buy from groceries in supermarket that's in bad condition. Maybe these diecast plane manufacturers or distributors should learn how to pack and package like other product makes.

I still think the problem lies with the factory, especially if there's any QC at all, or may be there's no QC at all? Whoever packs the inventory for shipment should be the one responsible due to improper handling of inventory.

Tea is not as fragile lol. The shelves of stores that sell big appliances like Best Buy and Home Depot are full of boxes that clearly have had a rough trip from the factory. The contents are usually safe as the padding is exceptional.

The big problem I am finding with airplane models is that they are packed in the same way that other consumers' goods are when leaving the factories. The plastic cradles of 1:400 models and the foam commonly found in 1:200 do keep the models safe, even when the outer boxes get damaged. The big problem that nobody seems to want to address is that in the case of airplane models, the box is part of the collectible. Unlike a pressure washer or a printer that you get from Home Depot or Best Buy, collectors don't discard model boxes.

This is my biggest problem so far. My first experience was good, as the distributor in question was quick to send replacement boxes with my next shipment. In the last two cases, my requests have been ignored.

 

[Phantom]

The big problem that nobody seems to want to address is that in the case of airplane models, the box is part of the collectible. Unlike a pressure washer or a printer that you get from Home Depot or Best Buy, collectors don't discard model boxes.

Like I said, it might all come down to what the collector is willing to pay for the product. A box in a box costs a double extra and apparently damaged boxes isn't a real problem to bother about (at manufacturer/distributor level at least)

 

[Jazajia]

Like I said, it might all come down to what the collector is willing to pay for the product. A box in a box costs a double extra and apparently damaged boxes isn't a real problem to bother about (at manufacturer/distributor level at least)

Correct. I'm aware that the solution to protect model boxes during shipping will come at a hefty price and it is impractical.

 

[LorenzoLommus]

I agree with what Phantom said. It's the management or planning department or anyone who's in charge of packing and shipping at the factory has to take full responsibility. There must be someone who dictates how the inventory is packed -- the way of how the inventory is being packed, the materials being used, the logistics, etc. Someone who makes a bad decision or being too dumb or inexperienced could turn out things much differently.

I will give that answer, the distributor or manufacturer, who we deal with several direct, will seldomly give a retailer full credit for a damaged model. Unless it has been completely destroyed, they will tell you to fix and or give a discount for a damaged model, maybe. So the retailer is caught holding the bag so to speak. A bit of a gray area really. The retailer wants to give the best customer service but there is a line also. So I encourage customers to read a stores FAQ’s or return policy. They will differ from every retailer sure, but some are more strict than others. So if most folks read the fine print it will guide them to make an informed decision when buying.

I remember seeing some retailers from the past with "crushed box" or "defective model" section on their sites where they listed the bad ones with discounted pricing.

With all the brands that you sell, would you know the approximate percentage of bad ones you received out of all that the distributors refused to take back?

Also, do all shipments come in by cargo ships? I guess airmail probably doesn't work because of the cost?

 

[LorenzoLommus]

I have only been at retail for four months, so my experience is limited. But so far it seems that losses as a result of damaged models can be recovered with the sales of good ones. So it's not like a damaged model will automatically make you go broke, but it is utterly frustrating when you don't receive what you paid for. And as we have exposed here, while some distributors, in some cases, are willing to provide a fair solution, anyone entering this business will realize very quickly that when you receive a damaged item, you might as well write it off, as getting compensated is never assured.



Tea is not as fragile lol. The shelves of stores that sell big appliances like Best Buy and Home Depot are full of boxes that clearly have had a rough trip from the factory. The contents are usually safe as the padding is exceptional.

The big problem I am finding with airplane models is that they are packed in the same way that other consumers' goods are when leaving the factories. The plastic cradles of 1:400 models and the foam commonly found in 1:200 do keep the models safe, even when the outer boxes get damaged. The big problem that nobody seems to want to address is that in the case of airplane models, the box is part of the collectible. Unlike a pressure washer or a printer that you get from Home Depot or Best Buy, collectors don't discard model boxes.

This is my biggest problem so far. My first experience was good, as the distributor in question was quick to send replacement boxes with my next shipment. In the last two cases, my requests have been ignored.

I've actually bought up the subject of packaging before. Doing online mail order and trying to receive a super nice conditioned box is always a hit or miss. I think one factor is because the paper materials that the manufacturers use to make the boxes. The one with the worst in terms of paper quality is the JC Wings orange box. It's soft as tissue. Wonder who's the stupid person behind who came up with the idea of this type of box. If these orange boxes are improperly stacked up most likely will be badly crushed because of the softness and cannot withstand any weight.

Second type of stupid packaging got to be the 1:200 slip on paper jacket. They are hard to maintain and easy to get torn or creased.

 

[Ted]

Shipping company's workers dropkicking the box!!!!!!

 

[squatchys_diecast_hangar]

I agree with what Phantom said. It's the management or planning department or anyone who's in charge of packing and shipping at the factory has to take full responsibility. There must be someone who dictates how the inventory is packed -- the way of how the inventory is being packed, the materials being used, the logistics, etc. Someone who makes a bad decision or being too dumb or inexperienced could turn out things much differently.

I remember seeing some retailers from the past with "crushed box" or "defective model" section on their sites where they listed the bad ones with discounted pricing.

With all the brands that you sell, would you know the approximate percentage of bad ones you received out of all that the distributors refused to take back?

Also, do all shipments come in by cargo ships? I guess airmail probably doesn't work because of the

I agree with what Phantom said. It's the management or planning department or anyone who's in charge of packing and shipping at the factory has to take full responsibility. There must be someone who dictates how the inventory is packed -- the way of how the inventory is being packed, the materials being used, the logistics, etc. Someone who makes a bad decision or being too dumb or inexperienced could turn out things much differently.

I remember seeing some retailers from the past with "crushed box" or "defective model" section on their sites where they listed the bad ones with discounted pricing.

With all the brands that you sell, would you know the approximate percentage of bad ones you received out of all that the distributors refused to take back?

Also, do all shipments come in by cargo ships? I guess airmail probably doesn't work because of the cost?

I know shipments to say ADI(Gemini) come via cargo container. They send out UPS to the retailers, anything we are getting direct from China either comes FedEx or UPS, which is via air. Percentages we have never figured out as they are all guilty of it. They refuse to take back anything, if it’s something beyond repair they will credit us the full amount the following month. If it’s landing gear or badly chipped or scraped, they will give us maybe 10% credit.

I