Compete lack of customer service (resolved)  
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All Forums >> RC Airplanes >> ARF or RTF >> NitroModels Support >> Compete lack of customer service (resolved)
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Compete lack of customer service (resolved) - 2/26/2007 10:41:05 PM   
beachflier



Posts: 121
Joined: 10/9/2002
From: Hampton, NH, USA
Status: offline 		Please note that NitroModels has corrected this issue. They have sent me a new fuselage.



Well I am yet another person that is getting no customer service. I had order the Yak 54 140 and it took a week ( as expected) to be delivered. The box was crushed and so was the fuselage. I call customer service that night and actually got a hold of someone and explained the problem. I had also sent an email to the support site showing the damage. The person I spoke to said that she would have someone look to see if they had a replacement fuselage that they could send to replace the damaged one. She told me what appears to be there favorite words. "You will hear from someone in 1 to 2 business days". Well to my shock no one contacted me..... I then received a response via email.

quote:

Dear Customer,

We will have someone to call back to you on this issue in 1 to 2 business days.

Regards,


Now today (3 business days later) I received this via email.

quote:

Dear Customer,

If you are having an issue with your item, please call tech support at 626-968-9860 or 626-261-4960 from 12-6 pm pacific time.

Regards,


I called and no answer.

Here are some pictures of the damaged item that I received.




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< Message edited by beachflier -- 3/7/2007 11:27:36 PM >
       Post #: 1

RE: Compete lack of customer service - 2/26/2007 10:54:12 PM   
sw1241



Posts: 144
Joined: 2/1/2002
From: Ashtabula, OH, USA
Status: offline 		HHHHMMMMMMM

nuff said

_____________________________

I Buy I Build I Fly I Crash
I Buy I build I Fly I Crash

(in reply to beachflier)
       Post #: 2

RE: Compete lack of customer service - 2/27/2007 4:54:46 PM   
opjose



Posts: 5504
Joined: 11/26/2005
From: Poolesville, MD, USA
Status: offline 		Beachflier:

Although you will need to talk N.P. about this, you should first contact the carrier, e.g. UPS or whomever delivered it.

A claim for damages will have to be issued to them, so better that you alert them to the fact that your merchandise arrived damaged.

Ultimately NP can file a claim for damages, but it helps if you also alert them.

When you do get a hold of NP, do NOT have them send you a replacement fuselage (the damage is far too extensive)... rather have them send you a new plane in return for your damaged one.

This will be far faster and less painful for you.

Re: Phone

Keep trying, there are some times they are easy to get a hold of, and others that they are almost impossible to reach.

I believe Frank and Tommy are back from the WRAM show now.





< Message edited by opjose -- 2/27/2007 5:00:11 PM >

_____________________________

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

(in reply to sw1241)
       Post #: 3

RE: Compete lack of customer service - 2/27/2007 5:30:51 PM   
beachflier



Posts: 121
Joined: 10/9/2002
From: Hampton, NH, USA
Status: offline 		opjose,

I had gotten a hold of them on the day the package arrived. I was told someone would contact me within 1 to 2 business days. The only thing damaged was the Fuselage. I would rather have a replacement fuselage sent as the other items are perfect. With my luck I will send the whole package back and the new one will have other damaged items. Also the person that I spoke with said that if they did not have a fuselage to replace the damaged one then I would have to send the whole package back and that they would have UPS pick it up.

No calls and only email run around.

(in reply to opjose)
       Post #: 4

RE: Compete lack of customer service - 2/27/2007 5:49:31 PM   
opjose



Posts: 5504
Joined: 11/26/2005
From: Poolesville, MD, USA
Status: offline 		You have a PM!

_____________________________

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

(in reply to beachflier)
       Post #: 5

RE: Compete lack of customer service - 2/27/2007 8:50:47 PM   
nitroplanes


 

Posts: 47
Joined: 7/11/2005
From: s el monte, AB, USA
Status: offline 		Sorry about the bad damage I'll call ups to file a damage and send you a new fuse to complete your order. PM me if you have other parts/items are damaged by ups

(in reply to opjose)
       Post #: 6

RE: Compete lack of customer service - 2/27/2007 9:31:52 PM   
beachflier



Posts: 121
Joined: 10/9/2002
From: Hampton, NH, USA
Status: offline 		Thank you. I will be looking forward to resolving this.

(in reply to nitroplanes)
       Post #: 7

RE: Compete lack of customer service - 3/7/2007 11:27:09 PM   
beachflier



Posts: 121
Joined: 10/9/2002
From: Hampton, NH, USA
Status: offline 		I have received the replacement fuselage. I am now satisfied with NitroModels customer service. The delay was due to personnel at the WRAM show. I would hope in the future that NitroModels will provide more accurate feedback to their customers on a realistic time frame that someone will get back to them. If the people that can make the decisions are out for an extended time then they should tell their customers that.

< Message edited by beachflier -- 3/8/2007 12:54:38 PM >

(in reply to beachflier)
       Post #: 8

RE: Compete lack of customer service - 3/8/2007 12:12:32 AM   
opjose



Posts: 5504
Joined: 11/26/2005
From: Poolesville, MD, USA
Status: offline 		Hey Beachflier, let me know when you start your build.

I have one of the 140 Yaks sitting in a box ready for me to tackle.



_____________________________

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

(in reply to beachflier)
       Post #: 9

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