STILL NO PLANE OR ANSWER

STILL NO PLANE OR ANSWER
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STILL NO PLANE OR ANSWER - 7/24/2008 6:29:09 AM

gmplegend

Posts: 4
Joined: 5/6/2003
From: MOLALLA, OR, USA
Status: offline

MY NAME IS CHRIS MANSKER I ORDERED A CMP EXTRA330 FROM YOU ON 7-8-08 Order Number: 398453
-
Quantity Item
1 Extra 330L 50 - 80" ARF Engine Power Radio Controlled Scale Airplane Almost-Ready-to-Fly
.
PLANE ARIVED DAMAGED CONTACTED YOU AND THE SHIPPER PICKED IT UP THE NEXT DAY THAT WAS ON 7-16 Claim Number: 32024097
Tracking Number: 1ZX03V03A890742702
.
SENCE THEN I HAVE EMAIL NITRO PLANES SEVERAL TIMES HERE IS THERE REPLY.
.
7-17
Dear Customer,

We shall have you someone contact you on the issue in 1-2 business days, in the mean time you can try our online technical chat support from 12:00 PM-6:00 PM PST and also try calling us on Phone 626-968-9860 and our office hours are Monday through Friday, 12:00PM - 6:00PM Pacific Time.
.
7-19
Dear Customer,

We shall have you someone contact you on the issue ASAP.
.
I STILL HAVENT HERD FROM ANYONE REGUARDING THIS.
WAS SUPPOSE TO FLY AT AN AIR SHOW THIS WEEKEND BUT NO PLANE
YOUR CUSTOMER SUPPORT IS NON EXISTANT. DO YOU EXPECT PEOPLE TO JUST KEEP BUYING FROM YOUR ON LINE STORE WITH THIS KIND OF SUPPORT. I ASKED FOR A REFUND NO RESPONCE IF SOMEONE DOSENT RESPONDE I WILL CONTACT PAYPAL AND GET MY MONEY BACK ONE WAY OR THE OTHER. SEEMS A SHAME I HAD PLANED TO BUY MORE AIRCRAFT FROM YOU BUT IF YOU CANE EVEN ANSWER AN EMAIL WITHOUT ANSWERING A SIMPLE QUESTION LIKE WHEN WILL I HAVE A PLANE. I GUESS I WILL SHOP ELSWHERE.

Post #: 1

RE: STILL NO PLANE OR ANSWER - 7/24/2008 1:20:48 PM

outdoorhunting

Posts: 491
Joined: 9/22/2006
From: Kokomo, IN, USA
Status: offline

I don't understand Nitro. It seems in some cases they go overboard taking care of customers & in others they seem to just totally ignore the problem. Are they just under staffed or what. It seems to me a return email-phone call would go a long way. I've always defended NP because I haven't had a problem with them. However, I'm starting to have my doubts.

(in reply to gmplegend)

Post #: 2

RE: STILL NO PLANE OR ANSWER - 7/24/2008 3:29:42 PM

georbeckha

Posts: 45
Joined: 1/27/2004
From: Evans, CO, USA
Status: offline

I am afraid I am thinking the same as outdoorhunting above.
I got an order that was missing two things they advertised. This was my 4th purchase from NitroPlanes. No problems whatsoever with the others.
So... I posted on the missing parts forum and started to wait. I waited and waited for over a month (Yes, you read right. Over a month)
Not a word at all from 'Nitrostaff1' and I know he was online during this time because I kept checking his profile and looking at the 'last login' line.
I also tried to call, (What a joke there) and e-mailing them and got no replies at all.
After about 5 or 6 weeks I finally gave up and PM'd 'NitroStaff1'. 3 days later I got a reply.
After going back and forwards several times with PM's they finally sent out the missing parts. The Final note from him mentioned "I had been transferred to another position in the company but am back now" Uh, yeah. Just as I happened to start pressing him for the missing parts? Yeah, right!

Anyway, I guess what I'm trying to say that if you want results, try PM ing NitroStaff1.

P.S. If anyone out there reads this and is thinking of getting a plane from Nitroplanes that had the 'Bonus Simulator' listed and also mentions that the plane does not come with a Transmitter AND part of your decision is based on the simulator being included. Take that out of the equation. They include the sim and the cable but the simulator has no TX box to use so, you'll end up with the software and cable but cannot use it because there is no TX.
Yes, I'm talking from past experience not out of any wish to bash nitroplanes at all. Just pointing out their misleading adds.

George

(in reply to outdoorhunting)

Post #: 3

RE: STILL NO PLANE OR ANSWER - 7/24/2008 6:15:43 PM

opjose

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

The magic answer is "PM John".

Unfortunately he seems to be the only one handling issues such as these which may require more than a simple response.

The web site chat and the people who tend to answer the phone, don't really work at customer support, they are part of the small non-english speaking staff who are moving boxes out the door.

_____________________________

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

(in reply to georbeckha)

Post #: 4

RE: STILL NO PLANE OR ANSWER - 7/24/2008 7:47:38 PM

outdoorhunting

Posts: 491
Joined: 9/22/2006
From: Kokomo, IN, USA
Status: offline

Just wondering opjose. Do you work for NP ? Just wondering. I've seen you take up for NP. I have too, I hate to see people bash any business. It seems like John does what he can. I don't know , I think there needs to be 3 or 4 Johns. At the very least, get somebody in there that can get them organized !!!! Later Ed

(in reply to opjose)

Post #: 5

RE: STILL NO PLANE OR ANSWER - 7/24/2008 8:18:05 PM

opjose

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

No I don't work for them nor have ANY sort of affiliation with them, other than they ( actually John ) have ( has ) treated me very well for years now.

Yes they REALLY need 4+ "Johns" with at least two answering the phone too!

I know they are a fairly small "box and go" operation, which is why I advise people to keep this in mind... all to often this is not understood or overlooked, before and after the fact.

The upside is that their planes are inexpensive, the downside is that there is only one "John" and they need more than one, if only to answer these threads and minor problems.

I believe that the people that own NP/Raiden, don't quite know how to deal with the industry and customer problems. John was brought in to help correct that to an extent, but the scope ( and cost ) of doing this well is not known/understood by the owners.

There are too few vendors who can afford to sell at their prices, so I'd like to see them stick around, but act to improve their service as much as possible.

< Message edited by opjose -- 7/24/2008 8:19:00 PM >

_____________________________

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

(in reply to outdoorhunting)

Post #: 6

RE: STILL NO PLANE OR ANSWER - 7/24/2008 8:37:45 PM

outdoorhunting

Posts: 491
Joined: 9/22/2006
From: Kokomo, IN, USA
Status: offline

Yeah, I'd like to see them stay around too. I don't do much ARF stuff anymore. Mostly kits & I just started a "60" size Mid-West Super- Hots from plans. ( 1st time for building from plans) I think it will keep me occupied for a while. I've had a couple of NP's ARFs & they were nice planes for any price. what some guys don't realize is ,it's just what they say; Almost Ready To Fly. You just don't put them together & go fly. You have to use your brain. Maybe it's the way things are today. Instant gratification. If it isn't easy or something is wrong they just whine & gripe till somebody does something. If they would stop & think,, NP ARF costs anywhere from 40 to 50% less that about all the others. Most of the real whiners ,if you read between the lines, really should've bought a RTF!!!!!! Later Ed

(in reply to opjose)

Post #: 7

RE: STILL NO PLANE OR ANSWER - 7/25/2008 1:31:50 AM

nitrostaff1

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

Sorry about the damage. I'll get another plane out with more "fragile" lables on them. Please keep in mind that the plane left our warehouse in perfect condition. UPS 1ZX03V030393425873

John
Nitro Planes

quote:

ORIGINAL: gmplegend

MY NAME IS CHRIS MANSKER I ORDERED A CMP EXTRA330 FROM YOU ON 7-8-08 Order Number: 398453
-
Quantity Item
1 Extra 330L 50 - 80" ARF Engine Power Radio Controlled Scale Airplane Almost-Ready-to-Fly
.
PLANE ARIVED DAMAGED CONTACTED YOU AND THE SHIPPER PICKED IT UP THE NEXT DAY THAT WAS ON 7-16 Claim Number: 32024097
Tracking Number: 1ZX03V03A890742702
.
SENCE THEN I HAVE EMAIL NITRO PLANES SEVERAL TIMES HERE IS THERE REPLY.
.
7-17
Dear Customer,

We shall have you someone contact you on the issue in 1-2 business days, in the mean time you can try our online technical chat support from 12:00 PM-6:00 PM PST and also try calling us on Phone 626-968-9860 and our office hours are Monday through Friday, 12:00PM - 6:00PM Pacific Time.
.
7-19
Dear Customer,

We shall have you someone contact you on the issue ASAP.
.
I STILL HAVENT HERD FROM ANYONE REGUARDING THIS.
WAS SUPPOSE TO FLY AT AN AIR SHOW THIS WEEKEND BUT NO PLANE
YOUR CUSTOMER SUPPORT IS NON EXISTANT. DO YOU EXPECT PEOPLE TO JUST KEEP BUYING FROM YOUR ON LINE STORE WITH THIS KIND OF SUPPORT. I ASKED FOR A REFUND NO RESPONCE IF SOMEONE DOSENT RESPONDE I WILL CONTACT PAYPAL AND GET MY MONEY BACK ONE WAY OR THE OTHER. SEEMS A SHAME I HAD PLANED TO BUY MORE AIRCRAFT FROM YOU BUT IF YOU CANE EVEN ANSWER AN EMAIL WITHOUT ANSWERING A SIMPLE QUESTION LIKE WHEN WILL I HAVE A PLANE. I GUESS I WILL SHOP ELSWHERE.

< Message edited by nitrostaff1 -- 7/25/2008 1:38:02 AM >

_____________________________

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

(in reply to gmplegend)

Post #: 8

RE: STILL NO PLANE OR ANSWER - 7/26/2008 2:33:15 AM

gmplegend

Posts: 4
Joined: 5/6/2003
From: MOLALLA, OR, USA
Status: offline

thanks john i realy think this will be a good company once these small items are worked out. it would have been helpful if someone would have explaned the whole damaged item return policy to me in the first place rather than just saying somebody will get back to you in one to two days and then not hearing from anybody. i work in customer service and would not have a job long if i treated my customers like that i think. keep up the good work and thank you for the help.
chris

(in reply to nitrostaff1)

Post #: 9

RE: STILL NO PLANE OR ANSWER - 7/29/2008 1:16:49 AM

rv7driver

Posts: 170
Joined: 10/26/2003
From: Dallas, GA, USA
Status: offline

Well, I just found this sight and I just ordered my first plane from Nitro about 1 hour ago, I hope it arrives in tac, but I got to tell you guys UPS will take a perfectly good plane and turn it into garbage. I will not ship anything through UPS any longer, Oh ya the catch about UPS is if they don't pack it, they will not pay a claim unless you have a big account with them ie; I'm the small guy screw you then they hang up the phone.

I started using FED EX no problems and 95% of the time they are cheaper and faster!! with no damage. hint, hint John you might look into it.

Waiting for my first Nitro!!!!! Pete

_____________________________

the old saying in aviation is keep the dirty side down!; how Boring!

(in reply to gmplegend)

Post #: 10

RE: STILL NO PLANE OR ANSWER - 7/30/2008 1:24:39 AM

kid chuckles

Posts: 773
Joined: 5/2/2007
From: Granbury, TX, USA
Status: offline

Guys not meaning to bash the good name of CMP but if you do buy from them you are more than likely not going to recieve your entire contents, or a manuel that shows very much, or a descent hardware package. You might though. But first look at the # of requests for missing, broken parts. And then
not being able to get the parts at all or taking weeks, months, on end to try. Remember there is probably very little quality control at this place. As stated above calling the company does no good. And if you don't know about RCU and PM's to John then your out of luck more than likely. Even the ones that defend them so dearly have not had great service. They say so but there are post in here that say different from them. Such as mostly satisfied. Now that would mean alot for me seeing as how they are the great defenders of this company and are only for the most part satisfied. So it may cost you a little more intitally it will save you in the actual build especially if your new to ARF's to go with a more reputiable company. And i am sure the defenders will agree. These are far from ARF's that reputable companies advertise. Your choise your money just an observation from someone that has been there and will never go again. Not a defender here lol.

(in reply to rv7driver)

Post #: 11

RE: STILL NO PLANE OR ANSWER - 7/31/2008 3:43:39 AM

nitrostaff1

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

well I certainly know hanger 9 makes the best kit but it cost an arm and leg. The long list are customer that needs spare parts not because they are missing. There is always a balance on every business.

If I see a problem here I fix it.

John
Nitro Planes

_____________________________

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

(in reply to kid chuckles)

Post #: 12

RE: STILL NO PLANE OR ANSWER - 8/1/2008 3:10:11 AM

opjose

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

quote:

ORIGINAL: kid chuckles

These are far from ARF's that reputable companies advertise...

There you go again... nothing but vague generalities predicated on one purported incident...

You've purchased ONE plane. But your experience is with ONLY one.... it's a shame that you had a problem, but your problem does NOT make you an authority on all of this... sigh....

And btw these ARE the SAME ARFs which other "reputable" companies also advertise worldwide... if you bother to look...

I'm on my 30th Nitroplanes ARF. I may just have a TAD BIT more experience... I wonder...

Oh, there's been a couple that are not as good as some of the better CMP ARFs they sell, yet even these "inferior" planes fly very well and hold up well... especially considering the price.

e.g. the "Evergreen" Extra 300S .60.

On the other hand there are things like the Giles 202 .50 which Nitroplanes sells for $89.00 and includes carbon fiber landing gear, CF pushrods, "pin" hinges, rubber tires, fiberglass painted pants, gell coated covering, and a decent hardware package.

Just name one .50 for the same price that includes all of the above or as nice of a package, sold by Hangar 9, or Tower, or from another manufacturer for that matter!

I'll bet you can't.

Quoting a poster here after he received his Nitroplanes ARF....

- Quote -

"You have got to be FREAKIN kidding me. I just opened the box. There is no way I got this for $88.00 dollars. This has to be some kind of trick. This plane looks way to good to be that cheap!!!!!!!!!!!!!!!!!!!!!!

The pictures on the site do not do it justice. It looks so much better in real life.. "

- Quote -

The above post may be found here: Click me!

At this price if you need a wing, etc... heck just buy another plane! It still is cheaper than what H9 charges for just a wing!

The guys on the other threads are putting Turbines into the Bobcat .50... while it needs some re-enforcement to hold up under so much stress, the very fact that you can do this points to something being "right" with this ARF.

My Edge 540T 50CC flies like a dream and is admired by the giant scale guys, especially when the find out it's price...

There are pics on my gallery page if you wish to view detailed photos of the build quality of the ARFs... if even remotely believe "kid" have a look yourself... at the very least I'm backing up what I'm saying and it's not hearsay, as the pictures show!

My NP Ultimate .40 has over 300 flights on it, and even after three crashes is not only going strong but looks new. A very sturdy little plane...

There are great reviews of this plane here... oops goes against what "kid" says...

My F6F ( covered in detail in another thread ) is an awesome Warbird, check the thread to see what others are doing with it...

Then there is my Yak 1.40, Stearman .40, Polecat .40 racer ( many threads on this here, also well liked on those threads. ), assorted Bobcats and Falcons, etc. all going strong after several seasons....

Then there are the reviews of the Nitroplanes ARFs in Magazines including FlyRC, and others... which also go against the naysayers I guess.

I also guess the reviewers didn't know what they were talking about either huh?

For each of the rather SMALL handful of people who lurk here doing nothing more than bashing, like "Kid", there are dozens of other threads and posts where people are amazed at what they get for their money... If these people had put even a faction of the same effort at getting their problems resolved maybe they would not be so vehemently railing against their perceived "foe".

Had N.P. "burned" me even once, I would have stopped purchasing planes from them...

As it is, I just got two more in last week, and that bespeaks high marks indeed, or at the very least an indication that just - MAYBE - there's someone ( aka John ) that does a good job...

- From someone who is a "defender" because of great personal experience, and therefor elects to quash the few bashers disinformation campaign.

< Message edited by opjose -- 8/1/2008 3:34:53 AM >

_____________________________

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

(