|
Advantage -> RE: Advantage Hobby Poor Customer service (5/28/2008 9:02:33 PM)
|
Dear Peter;
We were directed to this post from one of our customers.
Advantage Hobby was under the impression that this issue had already been resolved. We checked our server, and for some reason we do not see any follow up e-mails that you referred to on this matter.
After reading your post, I have spent several hours talking with the staff at Horizon Hobby about what you were told when you contacted them in regards to returning this defective item. After much discussion, here is their reply to us:
"Len, we honor our warranties regardless of where the product is purchased. We require the consumer to return the product (their shipping expense) for inspection and if indeed it is a defect we repair or replace and ship it back at our expense. This applies to domestic and international consumers".
Based on the above, it seems to be different than the information you were provided when you contacted them. I would like to know what you were actually told when contated so I can follow up with them. If their staff is giiving customers inaccurate information, we want them to know so they can train their people as needed.
As you can see, when we told you to send the item directly to Horizon, we were in fact correct, you were just given incorrect information from Horizon service when you contacted them.
When we did not hear back from you (your e-mails cannot be found as mentioned above), we assumed that all was well, as Horizon is generally top notch with their servicing of their products. Obviously, this did not happen in this case.
It is also common practice for customers to send defective items directly to the manufacturer for service, in fact, some manufacturers demand this direct warranty procedure. This is regardless if they are a domestic or international customer.
We want to make sure that you are taken care of on this issue, regardless of your decidion to purchase from us in the future or not.
Please send the defective meter back to Horizon Hobby as we originally requested.
Once the item is shipped, please e-mail us (len@advantagehobby.com) with the amount of the postage, and we will refund your Paypal for this amount.
Horizon will then replace the defective meter, and they will pay for the return postage back to you.
If you follow the procedure above, we will gaurantee that you will receive your replacement unit.
If you do not receive a replacement unit from Horizon in reasonable time, we will either credit your Paypal back 100% for this item, or we will replace it for you at N/C.
We are hopeful that this helps to clear up this misunderstanding. We hope that you can also understand that we felt that the situation had been resolved until we were notified otherwise.
We do appologize for your follow up e-mails to us somehow falling through the cracks in our e-mail system. We are a small and quickly growing company, and this is obviously a growing pain that we need to address and tighten up as we move forward.
Defective items are a problem for us all, and we do the best we can to handle these issues so it is the least inconvenience for us all.
We thank you in advance for your understanding and patience with this matter, and we hope that we have helped to bring it to a quick close.
Best regards;
Len Sabato
Advantage Hobby
|
|
|
|
