BOUND_4_HELL
Posts: 136
Joined: 10/21/2005 From: Mississauga,
ON, CANADA Status: offline
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Hi Dick T. , You are correct that robotic equipment costs more than an RC gas engine, but customer service is customer service no mater what you sell. And we stood behind all our products even if the cost was only $400 dollars for an item. I gave Hobby Service every opportunity to help me with this. I asked if I could send it down before I took it apart, as I already new it was a sheered shaft by the way the prop was freewheeling. And they new that I had only run 7 tanks of gas in it. I explained all this to them before hand. But they just kept repeating the same old song, no receipt no warranty, and I certainly was not going to pay them to tell me that the crank had sheered and needed a new one, I already new that. If this had happened to a DA 50 >> DA would not even ask for the receipt, they would have insisted I send them the engine. It would have cost me the shipping to get it to them they would have repaired it, updated any components that they improved on over the last couple of years and they would have picked up the shipping costs back to me, and they would have a loyal customer for life. And I know this because a member of our club had a problem with his DA and that is exactly what happened. Now that’s customer service excellence. I gave the same quality of service to my customers when I was a Service Manager and I expect no less. So I’m completely in my wrights to say they will never get my business again. From now on, I will only buy from manufactures that stand behind their products. I should have been able to send the motor in like you said and they would have seen that it’s brand new and that it had a manufacturing defect. And by the serial number they should be able to tell that it’s still under warranty, not given me the same old song and dance about needing a receipt. Even if they did not give me warranty, I would at least think that they would want to take a look at the engine, so they can improve their product. I certainly did, if a one of my customers had a problem with a motor, the first thing I asked from the customers was for them to send it in, so we could analyze the failure, not argue about warranty. If you are in the Customer Service business, it’s called continuous improvement. Enough said. Geppino
< Message edited by blw -- 4/16/2008 5:03:26 PM >
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