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WHAT'S WRONG WITH NITROPLANES.COM? - 10/21/2006 6:37:52 AM   
nitrostaff1



Posts: 847
Joined: 10/20/2006
From: LA, CA, USA
Status: offline 		What's wrong with NitroPlanes.com? Ya, Let us know! Leave your comment or complaint and I'll have the bosses read this and see if I take out some of those frustrations....

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       Post #: 1

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 10/21/2006 7:25:40 PM   
opjose



Posts: 5832
Joined: 11/26/2005
From: Poolesville, MD, USA
Status: offline 		Dislikes:

- Manuals - Ugh. This needs work. At the very least manuals should be visible. Some are VERY bad photocopies. Put manuals ON-LINE.
- Parts - Put up an on-line parts catalog please.
- Web page lists everything as "Sold Out". Move no longer stocked items to a "discontinued section".
- Covering used on some planes, does not remove cleanly for repairs, etc.. Look for a better coverling material.
- You'll keep customers happier if you respond to e-mails more quickly. You don't have to solve EVERY problem, but you should respond. This is improving though.


< Message edited by opjose -- 10/21/2006 7:27:48 PM >

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Build em'', fly em'', crash em'' and build more.

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RE: WHAT'S WRONG WITH NITROPLANES.COM? - 10/21/2006 11:14:33 PM   
Learning to 3D


 

Posts: 38
Joined: 11/4/2004
From: Winnipeg, MB, CANADA
Status: offline 		Everything i wanted to buy is SOLD OUT! you could have made a couple of hundred off me today!!

(in reply to opjose)
       Post #: 3

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 10/22/2006 4:49:46 AM   
opjose



Posts: 5832
Joined: 11/26/2005
From: Poolesville, MD, USA
Status: offline 		When you DO make an 11% off offer, and something is sold out, at the least permit people to order the item with the discount and offer it to them when it arrives.

Then make sure that the sold out items are replenished in a TIMELY manner, not 2-3 months later when you happen to get the next boat shipment. Do something about the delays PLEASE!.

People will wait a week, maybe two... for a good deal and item... then they look elsewhere. I know I do.





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Build em'', fly em'', crash em'' and build more.

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       Post #: 4

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 10/22/2006 9:39:30 PM   
nitroplanes


 

Posts: 47
Joined: 7/11/2005
From: s el monte, AB, USA
Status: offline 		ok I'll still honor 11% off if planes that are currently sold out. Please post a message on the thread that I've created on planes you like to see back in stock. Thanks

quote:

ORIGINAL: opjose

When you DO make an 11% off offer, and something is sold out, at the least permit people to order the item with the discount and offer it to them when it arrives.

Then make sure that the sold out items are replenished in a TIMELY manner, not 2-3 months later when you happen to get the next boat shipment. Do something about the delays PLEASE!.

People will wait a week, maybe two... for a good deal and item... then they look elsewhere. I know I do.






(in reply to opjose)
       Post #: 5

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 10/22/2006 10:14:10 PM   
opjose



Posts: 5832
Joined: 11/26/2005
From: Poolesville, MD, USA
Status: offline 		Good move!



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Build em'', fly em'', crash em'' and build more.

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       Post #: 6

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 10/24/2006 5:59:34 AM   
flytaildragger


 

Posts: 139
Joined: 5/13/2002
From: Plano, TX, USA
Status: offline 		I was thinking about the P-38 until I read about two modelers trying to get parts for their planes and they were lied to and given false shipping numbers. What is up with that! I do not want an aircraft that you can't get parts for. I guess I will hold off for now and wait or find it somewhere else. Too bad, Bad press spreads. These modelers are complaining in other threads on the U

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RE: WHAT'S WRONG WITH NITROPLANES.COM? - 10/24/2006 4:51:13 PM   
opjose



Posts: 5832
Joined: 11/26/2005
From: Poolesville, MD, USA
Status: offline 		A few bad experiences never equates to a horrid seller/company.

Not to be an apologist for Nitroplanes, but you really can't please everyone, though you can try.

I've seen plenty of posts badmouthing Tower Hobbies as well, yet I've have had nothing but great experiences with them too.

Mistakes do happen, and smaller companies have a harder time.

Just go in with your eyes open and you'll do fine.

Parts may indeed be an issue in the short term, as NP is just gearing up for this... however this is not a show stopper.

Have you tried purchasing parts from the big boys?

Try buying a set of wings sometime. You can usually buy a whole new model for the cost!

The NP planes are priced, so that I've picked up several Ultimate 40S's as "parts planes" for my small fleet of Ultimate 40S. These are cheaper than buying the individual parts of other planes.

But yes I'd like to see them improve the parts situation as well, especially the lower cost items.



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RE: WHAT'S WRONG WITH NITROPLANES.COM? - 10/24/2006 5:16:40 PM   
nitroplanes


 

Posts: 47
Joined: 7/11/2005
From: s el monte, AB, USA
Status: offline 		Ya, we've had some bad press from a few people here on RCU so that's why we have this support forum now.... And if you are referring that P-38 case from Mr. Paris, I think we are cool now...and we never provide fake tracking# nor false shipment...sometimes it all depends on some luck with a few customers...with Mr. Paris's case, it's like having a bad day at poker...just no luck...we did ship him the replacement part with tracking# 420967619101805213907249488610 at no cost with USPS....shows delivered, but he claimed he never received it....i can tell he's a honest guy so we don't blame him for getting all hot over something that he still thinks we never shipped...so we'll just take his case as a good learning experience to further improve our service....and as anyone may have guessed right, raidentech.com is our parent company but because raidentech.com is overloaded with calls and emails on other stuffs (besides airplanes) everyday, they were unable to provide enough supports for the good airplane people...that's why we spin off nitroplanes.com so we can assemble a team of customer service just to cater to this special group....and i think with Bob P.'s case, we were in the process of relocating to a bigger warehouse so things got REALLY MESSY from July to September of 2006...i mean, we were moving people, computers, database, servers, inventories, furnitures, junks and all sorts of craps that i guess alot of things sorta screwed up during the whole process...

anyway, now that we have a MUCH bigger warehouse and office and a bigger staffs, things will be improving and we'll continue to provide the best quality products at the best price with the best service (especially for RCU and AMA members)

as for replacement part supports, it'll be up on the website very soon...you know the wings and fuselage are hard to pack and they always seem to be shipped damaged...taht's why we dont have them up yet....we just hv to work with a better box mfg to come up with a better solution to ship those stuffs without having them crushed by UPS and FEDEX....but i guarantee you they'll be up very soon because that's like always on the #1 request list....

bottomline, most of our bad press came from our parent company raidentech.com (we still work together, just a different set of customer service team and managers...) but if you order with nitroplanes.com, you'll guarantee the best service at the best price...and we will always match anyone's price and service if you let us know!


PS: Raidentech.com is improving alot too...i mean they had like only 2 customer service guys last year doing emails/phone calls and RMA....but now they have over 10 people specializing...so ya...everything's improving and nobody wants to pist off anymore RCU people : )

< Message edited by nitroplanes -- 10/24/2006 5:21:54 PM >

(in reply to flytaildragger)
       Post #: 9

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 10/24/2006 6:25:30 PM   
Kmot



Posts: 7743
Joined: 6/11/2003
From: Northridge, CA, USA
Status: offline 		Mr. Nitroplanes: The above post is very heartening! It is really good to see you posting this update and how things are improving. I have ordered four times from Raidentech and all my experiences have been satisfactory overall. Just one minor issue with wingtips on a P-47.

The model airplanes you are bringing into this country from Asia are really quite exciting to see and I am happy to learn that customer service is now a concern and priority of your company.

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RE: WHAT'S WRONG WITH NITROPLANES.COM? - 10/24/2006 7:09:32 PM   
Nitro Dew


 

Posts: 175
Joined: 7/29/2005
From: Yorktown, VA, USA
Status: offline 		I enjoyed pushing the submit order for the $75 540 45" until I saw the shipping and handling fee. I purchased nevertheless, although your S&H fee seems to be a means of countering the good aircraft prices. I would appreciate feedback on this subject, Thank you.

Nitro

(in reply to Kmot)
       Post #: 11

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 10/24/2006 8:20:55 PM   
nitrostaff1



Posts: 847
Joined: 10/20/2006
From: LA, CA, USA
Status: offline 		Hi, the shipping is pretty accurate on the airplanes we sell...although the edge 540 seems like a small plane, it's actually pretty huge! it's considered OVER-SIZE by fedex already...you'll see it when you receive it....and also, you have to factor in the cost for us to pack the item....we have to pay for the outside boxes and those boxes cost like $2-$5 on average depending on the size...for a box like the edge, it's around $3+ already (extra-layers also added to protect the wood pieces) and then labor fee too! so ya, we do our best not to rip off on shipping....





< Message edited by nitrostaff1 -- 10/24/2006 8:24:53 PM >

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RE: WHAT'S WRONG WITH NITROPLANES.COM? - 10/24/2006 9:39:50 PM   
nitrostaff3


 

Posts: 9
Joined: 10/24/2006
From: Temple City, CA, USA
Status: offline 		Hey there guys,
I'm another one of the Nitrostaff and i would also be answering some of your needs and questions or concerns regard less of anything. So feel free to ask us anything that you will like to know.



nitrostaff3.

(in reply to nitrostaff1)
       Post #: 13

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 10/25/2006 12:18:46 AM   
Nitro Dew


 

Posts: 175
Joined: 7/29/2005
From: Yorktown, VA, USA
Status: offline 		Nitrostaff,

Thanks for the S&H fee explaination ... I must say, the Edge 25 arrived and it was packed very well. I'll post another thread concerning the looks of the Edge 25. Thanks

(in reply to nitrostaff3)
       Post #: 14

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 10/25/2006 12:56:46 AM   
Mr67Stang



Posts: 2274
Joined: 4/26/2006
From: , NC, USA
Status: offline 		I for one apreciate what you are doing here. It shows you care about more than making a buck while this is of course the primary reason for going into bussiness you must care about your product and customers satisfaction to stay in bussiness. As far as what I would like to see from Nitroplanes; lets face it, these models comming out of Asia are beautiful but the biggest complant I have heard of these models is lack of strength and over use of hotglue. Can these models be offered as ARC's (almost ready to cover) or even as laser cut kits? I for one have seen many models I like on your site but never commit to buy due to to the reports of hotglue joints simply seperating without breaking any wood far to easily.

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RE: WHAT'S WRONG WITH NITROPLANES.COM? - 10/25/2006 3:33:23 AM   
nitrostaff1



Posts: 847
Joined: 10/20/2006
From: LA, CA, USA
Status: offline 		Is there a good market for ARC kit? Actually we have considered that, but never really put any effort into it yet...maybe we'll consider having some ARC for people who like to put stuffs together...i'll let u know what's the price difference between the ARF and ARC when I have some discussion with the factory...as for the overuse of hotglue, i don't really know about that (actually i have no idea about this)....can u tell me something about overusing hot glue because obviously everyone here is way knowledgeable on arf than we are...so ya, just figure i can learn something and pass it on to further improve our products



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(in reply to Mr67Stang)