I just need to vent. On July 15th I went to the Dragon Cares website and filled out a support ticket because I purchased their Borgward IV Ausf. A, Heavy Demolition Charge Vehicle in Aug 2014 from Dragon USA. I did not realize until July 2017 it was missing sprue "Y".

So I asked them if they could send my a replacement sprue because I had already started the kit.

I got no response, then through Facebook I messaged Dragon on 7/18. They said "Our staff has already replied you, thanks." on 7/20. I told them that I never got an email and that the tracking system on their website said no action was taken. They said to check my spam it was not in there. I only received the automated email letting me know my ticket number the day I sent my request in.

No response then on 7/26 I asked via Facebook again for help. They told me "Please be patient, it maybe our US team handling it, thanks."

I got an email response on July 27th. Asking me to send details and proof of purchase to another email account. Luckily I could pull up my order from August 2014 from Dragon USA to show proof of purchase.

I thought awesome, I snapped some photos and a screen shot of my order and sent them to that email address. The emails kept coming back saying "he e-mail message could not be delivered because the user's mailfolder is full.".

Again I messaged Dragon via Facebook telling them of their full mailbox. They said they would let their staff know.

Then on 8/2 I get this email: "Dear Scott,

Thanks for your email, actually your are shall service by our USA office but for save your time, we will taking are here form HK, will check the parts you needed and get back to you when available.

Best regards

Nam"

Since then I have not heard anything. I have replied to this email on 8/16, 8/27 Facebook Messenger (I can see that it was read on 8/28) and email again on 9/1. Nothing no response.

Ugh!!!!

This reminds me of one of the very very rare occasions that I have had trouble with a credit card payment.
For some reason or other (programming error probably) the web-shop charged exactly the same amount twice.
I checked with the web-shop owner but he bought the services from CCNow:
https://www.ccnow.com/
When I contacted them about it I got a response from (firstname).(initial).(surname) asking me to send a scanned copy of the statement from my bank showing the faulty charge circled in red. I did this and got a response from (firstname).(initial).(surname) asking me to send a scanned copy of the statement from my bank showing the faulty charge circled in red. I did this and got a response from (firstname).(initial).(surname) asking me to send a scanned copy of the statement from my bank showing the faulty charge circled in red. I did this and got a response from (firstname).(initial).(surname) asking me to send a scanned copy of the statement from my bank showing the faulty charge circled in red. I did this and got a response from (firstname).(initial).(surname) asking me to send a scanned copy of the statement from my bank showing the faulty charge circled in red. I did this and got a response from .....

Well, I think you have figured out the system by now.
I got the impression that they had some software checking their complaint e-mail which sent the same response in an eternal loop and iterated through all the possible combinations of firstnames and surnames known in Ireland.
I think that their method was to keep this going until the complaining buggers go away.
I took the issue to my credit card company and they fixed it in two days. They asked if I had complained with the service providers and I sent them the whole conversation I had had with CCNow. Maybe they also tried contacting CCNow and got the same responses.

/ Robin