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'issues with payment systems' Options
mr_frog
#1 Posted : 02 September 2021 14:55:45

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Greetings all.

When I didn't receive my pack 18 ( issues 71-75) I emailed customer-services and was told they are...
'currently investigating an issue with our payment systems. To prevent any errors occurring we have temporarily paused all subscriptions'.
Anybody have similar such issues?
suey
#2 Posted : 02 September 2021 15:37:26

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Back in August I got an email saying
Quote:
We are contacting you in connection to your ModelSpace order. Unfortunately, we have been unable to authorise your payment. Sadly, it appears there was an error made with the payment details you kindly recently provided. Your subscription is therefore still currently inactive. To reactivate this please may we ask you to contact us again with your payment details once more?


Huh????? So I rang CS. And I must admit I may have mis-interpreted what I was told but ...
They'd had a glitch (affecting quite a few accounts) which meant that accounts couldn't be charged. So the efficient(?) Germans (who do the charging) had wiped out any knowledge of the charging details. Gave my details again.

I use a credit card- it had/has no issues ...

Over a fortnight later and my bank account still hasn't been charged, which means that I am not receiving my next instalment. I really must phone again.

The ridiculousness continues.

Sue
grumpy1
#3 Posted : 02 September 2021 15:47:10

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I was told the same thing and i got an email today saying it could be another week sorting the payment system problems.
suey
#4 Posted : 02 September 2021 16:16:13

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Well that was fun, spoke to Ian and he has given me permission to relay.

Only got one line out "I got an email in August..." before he interrupted me and obviously knew what I was going to say! I should imagine his job has been a nightmare over the last few weeks.

But apparently yes the computer systems 'glitched' early in August. They have re-entered the details of everyone who called in but still nothing is happening as either the original or another problem is still not fixed. Apparently the original problem occurred just as the Northern Italians were going on a countrywide(?) holiday and no-one was around to fix the problem/tell the German financial department what was happening. Ian himself was only informed last week. No-one can email/inform folks as the systems affected are the ones that knows who has been affected.
So I think you could say we are bu**ered.

Sounds like 'they' may be requesting DeAgostini to send out 2 issues at once but that has definitely not yet been agreed.

Ian gave me a 'possible' timeline of 1-2 weeks and should keep an eye out for emails.

Coming from a background of banking IT, I know what a nightmare a system failure is. Usually means everyone's noses to the grindstone until resolved - but large number of people going on holiday does not help.

Patient wait everyone!!
Sue
GlynD
#5 Posted : 03 September 2021 07:31:36

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Well this is very strange I too contacted CS and got the same reply as Mr Frog however I pay by PayPal and two payments have successfully been taken but I am still waiting on 15 and 16 !
MrObsessive
#6 Posted : 05 September 2021 13:43:23

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I think I'll give them a call as I just spoke to them about pack 17 a bit ago. She had told me it was on backorder, but I did get it maybe two weeks ago. I'm waiting for 18 and it's interesting about this payment "glitch" which seems to be hitting a lot of places quite frequently.

BTW, I don't see Pack 18 PDF instructions listed yet on the site which has been my barometer that it's soon to be sent out.
mr_frog
#7 Posted : 05 September 2021 16:31:51

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Hmmm!
I normaly get my delivery before the instructions go up.

We're pretty close to the completion of this kit
(I was guessing 6 months, but might have to revise that a tad....)
so it's a shame it's comes off the rails at this stage.
Hopefully Customer-Services can resolve the issues this coming week, as several of us have been promised.
However, I shall be watching my bank balance very carefully for the next couple of weeks.
GlynD
#8 Posted : 05 September 2021 18:53:55

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I’ve given up wondering about the “free GT40 gift” that was supposed to come with pack 3 or. 6 whichever !
Has anyone had their model?
mr_frog
#9 Posted : 06 September 2021 09:56:30

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got mine....
roymattblack
#10 Posted : 06 September 2021 10:16:52

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GlynD wrote:
I’ve given up wondering about the “free GT40 gift” that was supposed to come with pack 3 or. 6 whichever !
Has anyone had their model?



Yes - mine arrived around pack 5.
Give C/S a call - it might have been missed for you.

Roy.
GlynD
#11 Posted : 06 September 2021 13:02:52

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Thanks Roy, will do
bfam4t6
#12 Posted : 06 September 2021 21:08:01

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I just noticed my account was debited for the cost of the GT40, so looks like month 16 is on its way. No shipping confirmation yet though, and I haven't received any Jaguar parts in a few months. I'm waiting for month 16 of it now too.
-Dustin

“Details make perfection, and perfection is not a detail.”
-Leonardo Da Vinci

Currently Building:
-Porsche 2.7 RS
-Jaguar E-Type


Currently Collecting
-Ferrari F40
-Ferrari 250 GTO
-Lamborghini Miura
-Ford GT40
-Ecto-1
-Japanese Zero

nickc78
#13 Posted : 08 September 2021 08:12:53

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I’ve had the exact same reply from modelspace CS. Still waiting for pack 7. Have given my card details again but no money has been taken for August. Waiting to see if the September payment is taken or not. Guess we just need to be patient until they sort their systems out.
mr_frog
#14 Posted : 09 September 2021 08:42:51

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Let's try to look on the bright side...
We might actually get the assembly guide BEFORE we get the parts.
mr_frog
#15 Posted : 17 September 2021 13:46:11

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Location: Edinburgh
Don't exactly know if counts as progress...

I received an email from DeAg informing me of 'Possible Shipping Delays'
(y'think?)
They, further , went on to say that the 'inefficiencies in the credit card payment system' meant that 'this may cause delays in the next shipment of your subsctiptions'
(what about the shipment that was due last month!???)

I currently have three subscriptions on the go

1) Deag -gt40
2) Agora's Shelby Cobra
3) IXO Collections Porsche 917K

Only one of them has (so-far...) given me grief.
I very much doubt if I shall undertake another Deag build.
Shame because I have enjoyed the actual build of their models (when I got the parts)
nickc78
#16 Posted : 20 September 2021 10:31:28

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I phoned customer service in the U.K. last week and was told no payments can currently be taken for any U.K. subscriptions and they are still working on a fix but don’t know how long it will take to fix.

Would be interested to know how many others are not getting any packs dispatched.
admin
#17 Posted : 20 September 2021 22:23:55
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Unfortunately, this is legitimate. It’s a long story, but DeAgostini is working to get it resolved. There really isn’t much I can say publicly (or even privately) due to confidentiality, but suffice it to say that DeAgostini is ACTIVELY working to find a solution.

Not the answer you were hoping to hear, I know.

Best,

Mark
"Each person you interact with, is an entire universe unto themselves .."

Albert Eisenstein

.

Exile31
#18 Posted : 22 September 2021 07:51:04

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Morning Mark,

Thank you for the update - limited we accept for reasons stated! Are you able to at least confirm that (regarding the GT40) deliveries will at some point recommence?

Best regards,

Paul.
"If you can smile when things go wrong - you have someone in mind to blame."
mr_frog
#19 Posted : 26 September 2021 11:33:55

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Location: Edinburgh
Should we be alarmed at the lack of a reply to this question?

Has anybody heard anything?
Woobag
#20 Posted : 28 September 2021 14:33:09

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Location: Cheltenham
mr_frog wrote:
Should we be alarmed at the lack of a reply to this question?

Has anybody heard anything?


I think we should be very alarmed! We should be kept updated on this.

Simon
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