medjets

My Feedback: (5)

Hi guys,

I'm living a dilemma with Robart.
Here's a summary to understand the whole story.
Firstly, a few years ago when PCM Models was on the market, we bought a DV8R kit without L/G and stored it for a future project. When in September 2017 we sent an email to Robart, requesting a quote for the electric landing gear system and brakes to start assembling the kit, and we received a quote from a person from Robart. In November 2017 we finally placed the order and made the payment and delivery of the order would be for 6-8 weeks. After 8 weeks, we sent many emails to Robart requesting the status of the order when at the end of April 2018 it was ready to be sent. We received the box, opened it for a quick check and storing it, because due to so much delay, we chose to continue another project that was in progress.
At the end of last year we finished building the DV8R and last week when I was installing the landing gear, I noticed that something was not right with the brake system. The brake disc was correct but the wheel that was placed on the order by Robart itself was not the one prepared for brake. I went to check the order and Robart really made a mistake in the wheel model that doesn't fit the brake disc. It is a wheel for use without a brake.
Note that the order contains wheel # 138F0 (no brake), but he should have inserted wheel # 138F0B (brake ready).

Result ... I showed all this to Robart VP-Sales and he said it's out of warranty and I will have to buy another wheel. How? I'm not complaining about a problem or manufacturing defect, but it is evident that he sent me the wrong wheel. I would only like to replace the wheel. I'm very sad with Robart, because I trusted to buy a specific landing gear for the DV8R of the best brand I knew for an above average price and to be treated as if I wanted to take some advantage.
I tried to make them see the error but no longer responds to emails. That's how a consumer is treated.
I leave here my story with Robart.

ravill

My Feedback: (11)

That sounds like you got a bad deal.

Can you make your other wheel work? It looks like you could drill some holes that line up with the hub?

I am unfamiliar with robart brakes so I’m unsure if that is even a viable solution.

I would just buy a new brake package from dreamworks.

Good luck!

medjets

My Feedback: (5)

Yes! Bad deal!

I tried to let the screw head out and maybe put a spacer to tighten it, but the wheel hub is tapered inwards so the screw head doesn’t reach the brake disc holes. The correct wheel hub is deep and flat. I have attached a photo for you to see. Maybe I will have to ask a friend to make the hubs at his machine shop, as I refuse to buy 1 screw at this company.

Thanks for help!

Vincent

My Feedback: (61)

I have used the Robart 5.5" and 6" many times they are very durable and the brake system works great. Robart messed up and sent you the non brake hubs. I know you are mad at them but $50ea and you can buy new brake hubs and you would have a nice set of wheels and brakes.

Boomerang1

Why should Fabio pay a penny? Robart stuffed up, Robart should make things right again, so what if it's a sale from a couple of years ago.

Whatever happened to 'good will' towards customers.

Step up Mike Vassar, start acting like the VP of marketing instead of the scrooge. You think your reputation and that of your company is worth more than a pair of lousy wheels?

AND apologise for your company's mistake when you send Fabio his correct wheels.

Vincent

My Feedback: (61)

I forgot to mention there is a 25% coupon in play so $75 for the pair of hubs.

medjets

My Feedback: (5)

This is the attitude of the person who is at the forefront of Robart's business. Deplorable that he likes answers that go in favor of his mistake.
I asked him to send only the correct hubs to Orlando and he didn't even respond. Maybe he feels good about this situation.
I do not accept a discount to buy new wheels to fix Robart's fault.

medjets

My Feedback: (5)

Well, as Robart's irresponsible VP Sales did not assume the error, I had to pay someone to make the wheel hubs, so that I could finish assembling my DV8R to make the first flight. Here are some pictures of the work done today.

Mike, I will never forget that attitude of yours. I hope that one day you will be out of this business.

obiwan12

My Feedback: (9)

medjets So you are upset with a family owned business that is filling an essential need to our hobby because you neglected to ensure the items you ordered would work as expected after 3 years? I agree with you that you should be upset that you received the wrong wheel hub for the brake. I also agree with Robart that it is beyond their responsibility to exchange the part for a correct wheel hub because you waited so long to notify them. I'm sure the issue would have been resolved appropriately if the incorrect part was discovered immediately upon your receipt of the part.

I have a few jet projects that are 5+ years in the making. Some companies for the parts I've secured no longer exist, some have ceased providing excellent customer service in English. If something were wrong with them, I would have to accept the fact that it was my personal responsibility for not ensuring they worked as intended when I originally received them. If everyone demanded free replacement or exchange parts after x number of years from the original purchase, how would we expect these businesses to remain in business?

Regardless, you now have an exquisitely machined new wheel hub. That is currently more skill, technique and patience to mill/fabricate metal than I have time for. We are fortunate there are still skilled individuals like you have found to help us realize our projects to completion. I look forward to seeing your flight review of the DV8R.

All the best.
CAVU

ira d

How much can it cost Robart to correct their mistake and send out the correct wheels? Seems to me the goodwill generated towards Robart would be worth way more than the cost of sending out a new set of
wheels and also the fact that the order is three years old should not even come into play in a case like this.

medjets

My Feedback: (5)

thank you for your words. I understand and respect your point of view. But I was disappointed with Robart since the order, as they were the suppliers of the landing gear for the DV8R and I would have no other to choose from. The landing gear kit was still on the Robart website, even though PCM stopped producing its models.
In the landing gear order, it took weeks to respond, as it took days to respond. But that's okay ... as you said, it's a family business. But I was given the 6-8 week deadline and it was only sent after 20 weeks with a lot of e-mails and apologies. I had already deactivated the plane. When the landing gear arrived, I simply threw it into the plane's box and went on with other projects. It is clear from the posted order that he made a mistake when placing a wheel hub not prepared for the brake. If I complained just now, it is because at least I expected him to ask me for the wrong cube back and send the correct one. He just gave me a ****. Since he didn't even bother to answer me like a man via e-mail, I decided to post the story to serve as a warning. Life goes on.
Thanks to the support of some people who understood my frustration.

Boomerang1

Even more disappointing that a family owned business, as opposed to some big corporation owned by shareholders with the executives out of touch
with the consumer, could not simply resolve the situation.

'Some companies for the parts I've secured no longer exist, some have ceased providing excellent customer service in English. If something were wrong with them, I would have to accept the fact that it was my personal responsibility for not ensuring they worked as intended when I originally received them.'

Bad example. Robart ARE still in business, still selling good product at reasonable prices. For how long, if this is an example of their attitude, is anyone's guess.

Zeeb

My Feedback: (41)

Just another example of why I no longer use Robart stuff for ANYTHING.

You got two options here; bend over for the Robart suggested solution and leave yourself open to further issues, I'll guarantee you'll have more issues.

OR, you could just call Electron USA and let Greg help you figure out the best solution for your particular model. I know it'll be more money than you'd like to spend, but IMHO, spending more money with Robart is a losing proposition

mgp1970

Ok, it has been a while since the OP ordered the gear.
HOWEVER I do not think that in this case he would not be justified for ROBART to do the right thing considering the FACT that he has all the documentation that SHOWS the wrong item was sent after he ordered something else. To me it just stinks of poor customer service. Not a good look for a so called excellent and widely used company with rc models. And I certainly like the ELECTRON gear which IMO is much better!

sysiek

My Feedback: (176)

Robart just added some nails to their own coffin, I have similar problems with them ordered scale wheels with Cnc design and I received totally smooth ones? Lucky me I live close by so I got what I pay for after visiting the shop