Service, Parts, Manuals and Discontinued Products - Frequently Asked Questions (FAQ)
I want to purchase replacement parts or manuals for a Great Planes product. How do I do that?
The answer to your question depends on the kind of product AND the particular item you need to purchase:
I would like to purchase a copy of the manual and/or plans for my (insert discontinued model here). My dealer has already confirmed you have no more in stock. Is there any way you can help me?
If we no longer stock your manual or plans BUT we still have a file copy, we do offer you a way to replace these vital tools. We can have our office copy of a manual photocopied or send our office copy of plans out for blue line copying for you at a charge of:
Manual: $10 plus $5.50 shipping (US) or $13.50 shipping (international).
Please fax us at 217-398-7721 the information requested below including credit card information for payment, or mail us a check to:
Unfortunately, we are unable to send out via open account (with an invoice) due to our computer system setup.
PLEASE NOTE: We require the following information:
Please note that copied manuals cannot be returned or refunded. If you are unsure the name/make/model # of your kit, please ask for help from fellow modelers to be sure your purchase is correct. Please be sure you provide us the kit # or full kit name when we take an order to copy your manual or plans, as we cannot refund the cost if what you receive is incorrect.
Why did you discontinue a certain kit? Was there something wrong with it? Will you ever produce more? How can I get one, if my dealer says he has no more in stock?
Unfortunately, there comes a time in every kit's life where it is no longer produced. In many cases it is simply not economically feasible to produce an entire run of the model. In some, the kit has been succeeded by a newer model, such as the UltraSport 40's replacement by the Tracer 40. Lastly, sometimes molds, dies or other parts are no longer usable. At any of these points, the kit is discontinued. Occasionally, due to popular demand, we may do a limited production run, or even re-engineer and reproduce a former kit. However, there is no way of knowing if that may occur with the model you have requested.
We are currently stocking plans, manuals and parts for many discontinued models, as we do for all our models for several years after their discontinuation, until our parts stock is depleted. At that point, those items are no longer available either.
As far as purchasing another one, if your dealer cannot order it for you then we have no more available. However, if the model was only discontinued recently chances are good many hobby shops still DO have the model. We recommend using our dealer locator to contact other dealers in your area who may have the model. You might also try an internet search for R/C sites with swap shops to help you locate your desired model, as well as swap shops.
Please explain your warranty coverage.
As with any company's warranty, the warranty period starts from the date of original purchase. Strictly speaking, an item sent for warranty service must include a proof of purchase date. This eliminates any questions about the warranty period and its expiration. Unfortunately, this includes items received as gifts. If an item is purchased by another individual, hopefully you will have no problems in obtaining a receipt to validate a warranty claim, or that individual can send it to us for warranty coverage. Items that are purchased used will have no warranty, neither will an unused item sold to a second owner, unless the original purchase date can be proved. A warranty is only to the original purchaser. A bill of sale between individuals is not considered a valid purchase receipt.
If you believe you have an item which warrants a warranty claim and you are in the U.S. (if you are outside the U.S. please contact the international contact in your region), please refer to our Repair Services page for instructions.
If you have any questions regarding warranty coverage, please do not hesitate to contact our warranty center, Hobby Services, at firstname.lastname@example.org, or 217-398-0007 (Monday-Friday 9am-5pm Central Time) or fax at 217-398-7721.
I emailed a question to your product support address. How soon will I get an answer?
If you emailed our support teams, you should receive an automated response immediately or nearly immediately. (This automated response will inform you our normal response time is by the end of the next business day and provide you other important details to assist you.) If you did not receive a computer generated response within 24 hours, then something was wrong and your email was not received properly or there is something wrong with your reply to address set up in your email account. Please resend the email to us with a note that this is a second copy and please be SURE to provide us your full email address as well as at least one other means of daytime contact (phone, message #, fax, alternate email address).
Can you please email me the plans for your (insert kit name here) model?
Unfortunately, no. Our plans are not available in an email format. However, you can purchase plans for any of our current kits through your favorite hobby shop, or we can provide you blue line copies of discontinued plans.
Can you please email me the plans for your (insert ARF name here) model?
Unfortunately, ARF models are not built over plans like those used by a single modeler to build a model kit. Therefore, we do not have any type of plans to provide you for rebuilding your ARF model. However, wing sets, tail sets, fuselage sets, and other parts are available for nearly all of our ARF models for purchase through your favorite hobby shop.
I am looking for further information on a discontinued product, but I couldn't find anything on your web site. Where can I find the information I need?
We will be happy to assist you. Please be advised, however, that depending upon how old your discontinued item is, we may only have limited information available to provide you. Please contact product support, being sure to provide full detailed information on your model, your full email address and at least 1 other means of daytime contact in your email.
I did not find the answer to my question here. How do I get further assistance?