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All Forums >> Radios, Batteries, Clubhouse and more >> The Clubhouse >> Customer Service Poll
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Customer Service Poll - 12/8/2003 6:15:09 PM   
zx32tt


 

Posts: 462
Joined: 5/5/2002
From: Locust, NC, USA
Status: offline 		Please list your best or worse customer service tales.
Z
       Post #: 1

RE: Customer Service Poll - 12/8/2003 6:19:35 PM   
zx32tt


 

Posts: 462
Joined: 5/5/2002
From: Locust, NC, USA
Status: offline 		Best service---FMA. They exchanged soeme servo's that I got as a gift for a different model, no questions, no hassle, no restocking charges. Nice folks.
Z

(in reply to zx32tt)
       Post #: 2

RE: Customer Service Poll - 12/8/2003 6:43:26 PM   
ballgunner



Posts: 2109
Joined: 2/1/2003
From: Payson, AZ, USA
Status: offline 		Hitec. I dunked the RX in my sailboat. They checked cleaned and returned. No charge.
OS Engines. Sent in a .60 because it leaked oil around the prop shaft. New engine returned at no charge.

(in reply to zx32tt)
       Post #: 3

RE: Customer Service Poll - 12/8/2003 6:45:57 PM   
Goinstraightup



Posts: 2165
Joined: 12/10/2002
From: Baraboo , WI, USA
Status: offline 		Fantastic service from Great Planes, TrueTurn, Morris Hobbies, Airtronics, JR, Nelson, and a bunch of others.

Fortunately, no bad stories...

(in reply to ballgunner )
       Post #: 4

RE: Customer Service Poll - 12/8/2003 6:53:50 PM   
NitroWoman



Posts: 327
Joined: 6/30/2002
From: Venus, USA
Status: offline 		Servocity.com Absolutely wonderful customer service.

_____________________________

Nitromethane...My Testosterone Substitute.
If you can read, Thank a Teacher. If you can read English, Thank a Veteran.

(in reply to Goinstraightup)
       Post #: 5

RE: Customer Service Poll - 12/8/2003 7:07:38 PM   
Hircflyer



Posts: 765
Joined: 12/6/2001
From: Kailua, HI, USA
Status: offline 		Always have received great service from Sig. Broken/missing items received in kits always replaced without question or shipping charge.

< Message edited by Hircflyer -- 12/8/2003 3:12:29 PM >

_____________________________

Finally! Everyday is a weekend

(in reply to NitroWoman)
       Post #: 6

RE: Customer Service Poll - 12/8/2003 7:36:36 PM   
Tommygun



Posts: 829
Joined: 2/13/2002
From: Burlington, NJ, USA
Status: offline 		Best service: For those fortunate enough to live in the Tacoma Washington area, Hobbytown is the most customer service oriented LHS I've ever been to. I had a 6 month old OS .61 actually throw a connecting rod through the side of the block, and they sent it back for me. Not only that, when the replacement engine came in, they let me trade up for a .91FX (with more money of course). Amazing. I've also had good luck with FMA and Tower as well.

Worst service ever: (not just in hobbies, but in all categories of retail sales I might add), Creek Hobbies, Edgewater Park NJ. They've sold me faulty radio equiptment I had no way of testing in the store, then hide behind a small print policy that refuses ANY returns or exchanges whatsoever on electronics. I currently have a couple Hitec servos and an entire GWS flight pack that I can do nothing with; pure junk that never worked right from the box. The manager simply told me to "deal with the manufacturer; it has a warrenty." Besides that, they tell the customer whatever is wrong with it is probably that persons fault. Their attitude actually seems to be that they are happy to have pawned off the defective merchandise onto the customer, so they don't have to deal with it. There were some other problems as well, but I won't clog up the forum with that; you get the idea.

< Message edited by Tommygun -- 12/8/2003 7:37:39 PM >

(in reply to zx32tt)
       Post #: 7

RE: Customer Service Poll - 12/8/2003 10:31:53 PM   
DBF


 

Posts: 35
Joined: 1/6/2002
From: Ripon, CA, USA
Status: offline 		I've always received good service from Midwest, replaced missing parts without questions or shipping charges, Horizon Hobbies, Sent me free of charge a copy of a manual for a JR transmitter that I had purchased here on RCU. I have also gotten good service from Servo City and Tower Hobbies.

_____________________________

www.tracyskyliners.com

(in reply to Tommygun)
       Post #: 8

RE: Customer Service Poll - 12/9/2003 1:07:06 AM   
Mike Bogh



Posts: 2466
Joined: 12/7/2001
From: MT Vernon, WA, USA
Status: offline 		Horrible service?
Cermark.
Jesse, the owner won't stand behind anything.
I won't buy anything from Cermark, and I haven't in 4 years as a result of their piss poor non-existent customer service.

They even have a plane I've always wanted, on a blow out price...I still won't buy from them.
All they had to do was send a 5 dollar defective part out to me that was defective NIB...

Now they have lost countless hundreds/thousands because I tell this same story every time someone asks.

You can bet Horizon would have sent the part....Horizon is the BEST in the business.

Eldon


_____________________________

Best to you all,
Mike
In memorium
Art Grabow Sr. AKA Grnbrt..RIP mah Brother

(in reply to zx32tt)
       Post #: 9

RE: Customer Service Poll - 12/9/2003 11:22:51 AM   
Cactus.



Posts: 6138
Joined: 12/19/2001
From: CamborneCornwall, UNITED KINGDOM
Status: offline 		Apex models. ring them, get the bits next day. i'm sure the postale service isn't that quick!
Cambrian Models. Great flying planes, killed a Spit, they saw my site and review, offered me a rebuild kit.
Mtronics. Not the ultimate in reliability, but everytime i've sent one back i get a new one FOC, i've pretty much upgraded each time.

Just Engines. If you brought one of the cheaper engines and it screws up ( esp if you don't have nasty castor fuel ) it's unlikely they will stand by the warrenty.
my APS screws up after 10 flights, bearings exploded. they claimed wrong fuel ( after 10 flights???? ) then charged me extra for swapping to a cheaper option engine! said cheaper option is a LEO 37 SF, great engine, but after almost two years HARD! use the bearings wore out, sent it back under the two year warrenty but it wasn't covered as the bearings did the damage to the rest of the engine, and they are only covered for 6 months. Said as a favour they would send me a engine only, no carb no muffler ( as i sent it to them ) for just £35, i said ok, but DOH!!! thats £15 less... a carb and muffler would cost more. THEN i didn't get my old engine back either, phoned them, they said they keep it to cover costs.. my engine. But they sent it back with a print out describing their returns policy and in red pen " so theres no confusion next time".. there at the bottom, buy a new engine, get your old one back.
A friend buys a Leo 37 rpm, 10 seconds into the breakin the conrod goes, he sent it back, wrong fuel, 10 SECONDS!!! he said what if it was the right fuel? they replied the conrod must have been faulty, but as it was the wrong fuel the engine over heated, seized the bearings and broke the condod. sold him the spares at 50% discount.
so, cheap engines don't always come with customer service. i don't doubt they stand by their more expensive range

_____________________________

My half dead website www.philsrcworld.fsnet.co.uk new site coming soon.
Redruth & District model flying club www.rcflye

(in reply to Mike Bogh)
       Post #: 10

RE: Customer Service Poll - 12/9/2003 1:41:42 PM   
jglp3-delete


 

Posts: 93
Joined: 12/7/2001
From: Valdosta, GA,
Status: offline 		Bob Violett Models- These folks are hands down the best in the business. I have several experiences with them and they have always treated me, the customer, like royalty. Latest example, I had 2 main tires that did not fit the wheels properly. After a few landings, one of the tires separated on landing destroying the aluminum wheel. I sent the tires and wheels back with an explanation of what happened, only expecting to have the tires replaced. They replaced the tires and the wheels at no cost to me and without question!

Horizon Hobbies- These folks are almost tied with BVM in the customer service arena. I have had some JR servo failures/problems in the past, nothing that caused me any loss. Horizon just replaced the servos with new ones, no questions asked.

Desert Aircraft- Again tops in the business. After augering in a DA-50 due to rx power failure, they repaired the motor and had it back to me in about 10 days. They replaced the crankshaft under warranty which kept the repair charges at less than half the cost of a new motor. I couldn't believe it!

These are the companies that will continue to get my hard earned hobby dollars in the future. I never forget excellent customer service, and I never forget about crappy service either. I will not support companies with lousy customer service; it's just not right!

_____________________________

Joel Patrick

(in reply to zx32tt)
       Post #: 11

RE: Customer Service Poll - 12/9/2003 3:20:15 PM   
Jason Beach


 

Posts: 621
Joined: 11/15/2002
From: Lyman, WY, USA
Status: offline 		Doug at Mountain Models.

I beta tested for him when he redesigned the Switchback. I had a glue joint go bad and the left wing literally came apart in the air resulting in my only non pilot error crash ever.
I called him a couple days later to discuss what happened, and I mention that I was planning on getting a Dandy for my wife. He told me that he was shipping a new Switchback kit to me the next day.
2 days later I got a box from him. Low and behold, it not only had the Switchback kit in it, it also had a Dandy kit with motor and prop in the box.

His great cust service is on going. I've purchased 4 Switchbacks from him (3 of which were "retired" by pilot error), and each time I've ordered a new one, he's emailed me asking if I need parts for the previous plane.


_____________________________


AMA # 783502

(in reply to jglp3-delete)
       Post #: 12

RE: Customer Service Poll - 12/10/2003 1:07:36 PM   
stomper


 

Posts: 2249
Joined: 12/13/2001
From: Clayton, NC, USA
Status: offline 		Best service >

Horizon Hobbies,
Chief Aircraft,
Desert Aircraft

< Message edited by stomper -- 12/12/2003 7:49:00 AM >

_____________________________

Doug

(in reply to zx32tt)
       Post #: 13

RE: Customer Service Poll - 12/10/2003 1:34:00 PM   
NOVAflier



Posts: 949
Joined: 9/9/2002
From: Alexandria, VA, USA
Status: offline 		Cermark- Sold me a 12V Power Supply that would only supply 11.3V. Would do NOTHING to replace it. Bought their LCD power Panel, great panel, but asked them a question on how the cryptic glow driver works, still don't understand it after 5 emails with a guy whose english is extremely poor.

Chief Aircraft- Great- any problems I every had, they were good about fixing

Sig- Excellent on parts replacement, even got a letter from the president of Sig when I had the wings fold on my Sig Senior Kadet

Horizon- Always a pleasure, have helped me out with many of their products.

Tower- Monopoly Business- Have had good and bad experiences, nothing worth mentioning though..

Lanier- Good customer service- need help with writing instructions for their kits

Bruce Tharpe Engineering- Fantastic gentleman who is always willing to offer advice and help- also has excellent products..

(in reply to stomper)
       Post #: 14

RE: Customer Service Poll - 12/10/2003 1:57:56 PM   
Gene Chernosky



Posts: 503
Joined: 12/5/2001
From: Ingleside, TX, USA
Status: offline 		All good except...

Robert Eiermann, you know...the engine guy in the magazines. I bought two McCoy engines from him that were advertised to be in like new shape...they weren't. When I returned them he accused me of exchanging parts...I didn't exchange anything. Then when the refund arrived he had deducted the amount for the parts he said I had exchanged/stolen. The only person that stole anything was him!

Polk's Hobby...I bought just the Tracker II TX from them and paid $210 for it shipped. They were stupid and sent me the whole radio system. I learned the Tracker II was a POS (IMO) and asked to return it for a refund...also mentioning that they had mistakenly sent me the other components. They said to return the TX for $200 credit and simply keep the other items. I ended up getting only a $140 refund because they charged me for the other components. They said one thing and did another.

Both of these 'rip-offs' will NEVER see my business again!


_____________________________

Eugene S. Chernosky
"I'm the person your parents warned you about"

(in reply to zx32tt)