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RE: WHAT'S WRONG WITH NITROPLANES.COM? - 1/5/2007 7:40:48 PM   
Overpowered


 

Posts: 96
Joined: 7/30/2002
From: Frisco, TX, USA
Status: offline 		NP has an opportunity to grow and needs to know what's wrong.

Here is a short list I have developed in the 3-4 weeks I have been a customer.

1) Website not up to date - No out of stock flags on several items I ordered that are out of stock
2) No follow up telling you they are out of stock
3) No follow up giving you choices to split order and send items that are in stock, cancel out of stocks, cancel whole order. etc.
4) Do not return e-mails within hours as claimed on the website (rare to get any response)
5) Do not return voice mails, Many times the voice mail server is full
6) Lucky if 1% of time people pick up the phone (yes during their business hours)
7) They send UPS tracking numbers without shipping and with targeted delivery dates that are unobtainable
8) Business hours are awkward
9) Very few (if any) spare parts with no strategy of making spares available

There are many things in my life I need today and others I'd like today, I expect clear communication from anyone I procure from so that I can make the choice and how I get it. Communication and managing expectations will lead to success. You have an opportunity to show that RC consumers can get a good value on N.P.'s offerings.

Take the list above as a holiday present - 1st step in analyzing failures that you would have paid a consultant dearly for to get.

Most of the above can be fixed with some strategic planning around their Supply Chain and specifically Customer Service. N.P. can either do a flawless job at servicing their consumer (impossible since there are too many variables in the supply chain they cannot control), develop processes to support timely resolution of issues for consumers, or prepare all stakeholders that they are not delighting customers and will probably be beat by those companies that embrace that need. It's N.P.'s decision!

NP has the potential to become great but needs to do what it says (focus on the customer)

Will putting my yhst numbers on this website get my issues solved? I trust it will, but hope that NP is not just solving public complaints.

Eric

(in reply to damroadhog)
       Post #: 226

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 1/5/2007 7:42:52 PM   
R/Cfantic889


 

Posts: 29
Joined: 1/3/2007
From: Edmonton, AB, CANADA
Status: offline 		Hi Nitroplanes.com,

I placed and order of the Falcon 40 4ch heli with you guys and it has been on hold since I ordered it on the 31st of december.
I have sent you 2 E-mails and i have had no response. It would be nice if you respond to you customer's E-mails and it would boost up your rep.
My order number is: yhst-17210252890263-14566.
If you could respond with an explination that would be GREAT!

Thanks,
R/CFantic889

(in reply to damroadhog)
       Post #: 227

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 1/6/2007 6:29:41 PM   
flyinrog



Posts: 5748
Joined: 9/3/2002
From: Burlington, NC, USA
Status: offline 		2 scenarios, either nitrostaff is on vacation,,it is after all the start of the new year....or ...their sitting back in their chairs going oh crap what are we gonna do!!...well, I'm hoping for the first one myself..I'll keep checking on post #211 until I get an answer....Rog

< Message edited by flyinrog -- 1/6/2007 6:31:02 PM >

_____________________________

Ever walk into a room and forget what you went in for?...ADHD, welcome to my world,it happens everyday!

(in reply to flyinrog)
       Post #: 228

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 1/6/2007 7:37:02 PM   
jaycarey


 

Posts: 2
Joined: 5/14/2006
From: , CA, USA
Status: offline 		I'm in agreement with "Overpowered"'s comments recently posted. along with previous "Hot Melt" comments. My CMP 50 size mustang suffered an embarassing maiden flight, due to test pilot eagerness(not mine). Damage was relatively minor with repairs consisting primarily of re-epoxying interior joints, and replacing the spinner and canopy. Contact with Nitroplanes resulted in an order for the spinner only, on Dec 14. Confirmation, UPS tracking info and credit card charge was received on Dec 15. One questioning E-mail reply was "We'll look into it". SILENCE since. I feel as if I'm listening to a broken record, reading the litany of similar complaints. Holidays are OVER, guys. Get it together.

(in reply to flyinrog)
       Post #: 229

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 1/6/2007 8:47:41 PM   
retired911guy


 

Posts: 76
Joined: 12/24/2006
From: Hurdle Mills, NC, USA
Status: offline 		I can't believe it. I had a nice reply typed out and when I tried to post it, it crashed. I may break it up into 2 posts so it won't time out on me since I am not the fastest typist in the pool. Oh well, maybe RCUniverse is momentarily suffered from "NitroPlane" syndrome. Anyway, I will try again.
Regarding the last posts and a number of prior posts, all I can say is: "That's what credit cards are for." I have had to put 3 orders in dispute since the 1st of December. Don't pay for what you don't get or get something that is wrong. We as Americans are much too tolerant of mediocrity and less than stellar performance by workers and companies alike. I am sick and tired of it. I for one will not buy from someone who consistently can't get it right. Companies who can't get it right will either learn to get it right or go under, because all we have to do is stop buying from them. The buying public carries a very big stick, the almighty dollar. If buyers keep getting burned, then they will learn not to buy from that company any more. If we stop buying from NitroPlanes and other second rate dealers, they will either come around with impeccable customer service or go out of business. Anyone game for a moratorium? I will buy from a dealer that does get it right. Can anyone tell me what companies do it right the first time. I or we may have to pay a bit more, but in the long run, it will be worth it. It is called the law of supply and demand. That law still works in this country. Some companies just have not learned the lesson yet. We can teach it to them if we just will.

(in reply to jaycarey)
       Post #: 230

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 1/6/2007 9:15:51 PM   
retired911guy


 

Posts: 76
Joined: 12/24/2006
From: Hurdle Mills, NC, USA
Status: offline 		Ok, regarding my last post, I have gotten off my soapbox and am not going to preach this time. Following up, can anyone please tell me what RC dealers get it right the first time and which ones have the best customer service. I am still in need of an N30 tail rotor motor for my 22E. I would like to fly SOMETHING before I go in the hospital for a knee replacement and won't be able to chase after one, but that's my problem.

(in reply to retired911guy)
       Post #: 231

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 1/7/2007 6:41:55 PM   
tracyireland


 

Posts: 5
Joined: 10/16/2006
From: windsor, CO, USA
Status: offline 		Like many of you I had a miserable experience with Nitroplanes. And like many others I have taken my business elsewhere. The Nitroplanes product is OK if you know what you are getting into and are willing to wait months for responses and if you view your airplane as disposable. My P51 lasted 4 flights and came apart at the seams in flight. It wasn't pretty and very dangerous. I should have known it would disintegrate because it had weak joints out of the box. I was flying in 30 degree weather and the airframe couldn't take it.

retired911guy asks if there are any "RC dealers get it right the first time and which ones have the best customer service." In Colorado nobody does it better than Things with Wings in Greeley. They are at 6268 W 10th St. #2, Greeley, Colorado 80634
Email: THINGSWW@AOL.COM (970) 352-1067. No on line ordering but they have an excellent selection (far better than NP) and the service is out of this world. You might call them and see what they can do for you.

If we are looking for great service and solid products maybe it is time to boycott the cut rate importers like NP and put the money in the pockets of our independent mom-and-pop hobby shop neighbors like TWW who will be there when we need them.

Too expensive? Not really. When my P51 was all said and done the NP version cost me more than the Hanger 9 version I bought at TWW. (See my other post for details).

Here is the end of my story...I love the P51 so I finally bought the Hangar 9 version and just got home from my 9th flight in freezing cold weather. The plane is just as solid as day one. The H9 version is a much better plane for the same money in the end (flaps, better quality, all the parts in the box, etc). In all fairness to NP they did refund 1/2 of my purchase price after my postings here on the forum.

My greatest concern with NP is that all of these problems posted here have been known to them for a very long time and nothing seems to improve. This is not a good sign.

Money talks...Happy flying....Support your local dealer. My $.02

(in reply to retired911guy)
       Post #: 232

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 1/8/2007 3:25:03 AM   
flyinrog



Posts: 5748
Joined: 9/3/2002
From: Burlington, NC, USA
Status: offline
quote:

ORIGINAL: retired911guy

Ok, regarding my last post, I have gotten off my soapbox and am not going to preach this time. Following up, can anyone please tell me what RC dealers get it right the first time and which ones have the best customer service. I am still in need of an N30 tail rotor motor for my 22E. I would like to fly SOMETHING before I go in the hospital for a knee replacement and won't be able to chase after one, but that's my problem.

Well its a good hour south of you , but I've never heard a bad word about KC hobby in Archdale NC it's 40 minutes south of me...Rog

< Message edited by flyinrog -- 1/8/2007 3:30:22 AM >

_____________________________

Ever walk into a room and forget what you went in for?...ADHD, welcome to my world,it happens everyday!

(in reply to retired911guy)
       Post #: 233

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 1/8/2007 4:24:59 AM   
akdude47


 

Posts: 126
Joined: 11/11/2006
From: Greensboro, NC, USA
Status: offline 		I second KC Hobbies in Archedale, they are the closest "real" RC hobby shop to me, and they are a great group of people that are always willing to help with great prices.

Another in NC that I go to a couple times a month is King RC in King. They are right off of exit 123 on Hwy 52. They have a ton of small parts in stock behind the counter and are very freindly. Lots of chopper stuff to.

(in reply to flyinrog)
       Post #: 234

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 1/8/2007 9:41:56 PM   
adpritz


 

Posts: 2
Joined: 1/2/2007
From: Indianapolis, IN, USA
Status: offline 		Response to emails to their support / sales email addresses is very slow / non existant. I have a question about confirmation emails that my order has shipped and a tracking number that doesn't show any activity. It has been over a week since the product has indicated to be shipped, but I have no idea of its status, location, and support isn't returning my emails or phone calls that I made several days ago.

(in reply to nitrostaff1)
       Post #: 235

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 1/8/2007 9:54:52 PM   
opjose



Posts: 5832
Joined: 11/26/2005
From: Poolesville, MD, USA
Status: offline 		I placed an order two weeks ago and the FedEx page did not show the order status until this weekend.



_____________________________

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

(in reply to adpritz)
       Post #: 236

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 1/8/2007 10:29:03 PM   
lrtx1



Posts: 184
Joined: 5/12/2006
From: Alachua, FL, USA
Status: offline 		I ordered Dec 31, Shipped by UPS, they said it would arrive by the 8th of Jan. It arrived today, with adequate tracking. The plane was well packaged and in good condition. A few wrinkles but, I have seen worse. So far I am pleased. Sorry to hear you guys didn't get the same service or luck I recieved with my purchase.

_____________________________

Layne

(in reply to opjose)
       Post #: 237

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 1/8/2007 10:53:07 PM   
Overpowered


 

Posts: 96
Joined: 7/30/2002
From: Frisco, TX, USA
Status: offline 		Hey NitroPlanes/NitroStaff.

Where you at?

No time to complete what you initiate.

Advertise products, then sell them
Sell products, then ship them
Sell products, then support and back them up
Sell products, then stock replacement parts
Claim customers are important, then call them/e-mail them back
Send tracking numbers, than actually ship/send the products
Have a website, then keep it up to date so you don't have to explain out of stock
Start a website about what's wrong, than read it and respond

You have mastered the first bit of business, get the order and the money!!

Now back it up with a strong company and true commitment to the customer and succeeding

(in reply to lrtx1)
       Post #: 238

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 1/8/2007 11:13:34 PM   
nitrostaff1



Posts: 847
Joined: 10/20/2006
From: LA, CA, USA
Status: offline
quote:

ORIGINAL: R/Cfantic889

Hi Nitroplanes.com,

I placed and order of the Falcon 40 4ch heli with you guys and it has been on hold since I ordered it on the 31st of december.
I have sent you 2 E-mails and i have had no response. It would be nice if you respond to you customer's E-mails and it would boost up your rep.
My order number is: yhst-17210252890263-14566.
If you could respond with an explination that would be GREAT!

Thanks,
R/CFantic889


Hi, I checked your order and it would be going out today/tommorow morning. Basically alot of people went home for vocation after Christmas and to celebrate New Year Eve...And because you are in Canada, it takes more time to process your order because of the custom paper work and stuffs...But I checked and your order is good to go~! And just to let you know, it doesnt take this long to process an international order (normally is 1-2 days) but you ordered right between Christmas and NYE when everyone went for vocation
Thanks

< Message edited by nitrostaff1 -- 1/8/2007 11:26:03 PM >

_____________________________

--===www.nitroplanes.com===----

(in reply to R/Cfantic889)
       Post #: 239

RE: WHAT'S WRONG WITH NITROPLANES.COM? - 1/9/2007 1:02:17 AM   
opjose



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

ORIGINAL: adpritz

Response to emails to their support / sales email addresses is very slow / non existant. I have a question about confirmation emails that my order has shipped and a tracking number that doesn't show any activity.


I e-mailed them today (as I write this) around 2:00pm my time and received a response around 7:00pm my time about an order I placed a week ago (a second order).

They responded very well about the order status and in a timely manner.

I must be having exceptional luck, as I've found them to be very responsive... at worst I've only have had to wait 3 days for a response when they were at their busiest.




_____________________________

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

(in reply to adpritz)