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Trying to get a response from Weatronics on repair of unit

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Old 02-10-2009, 01:39 AM
  #1
mboland
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Default Trying to get a response from Weatronics on repair of unit

I am hoping someone from Weatronics at least reads this forum .

I sent my damaged 12/20 Gyro unit to Germany from Australia in November.
But then the Christmas break hit, so I thought just an email in late December and early January to them might get an eventual response.

No response by late January and another couple of emails brought stoney silence.

I am now trying to find out if anyone has had any contact with Weatronics lately.

I know they are probably busy with the release of the new 2.4Ghz but does that mean existing customers are ignored.

I am rebuilding the project in which II damaged the old unit, and was hoping to use another if not the same unit, as they just can't be beat for large and/or complicated aircraft.

So if there is anyone out there, please let me know, even if it is to say you have not looked at the unit yet.
Just any word would be nice.


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Old 02-10-2009, 11:08 PM
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Default RE: Trying to get a response from Weatronics on repair of unit

Hi,
Sorry about your experience you are having with us. I have asked about your receiver to headquarters in Germany. You are right about the business on the 2.4 GHz. We do not want you to feel that we don't care. Your receiver is in the loop of being evaluated. You will get an answer on the status of your receiver from headquarters in Germany soon. My guess is you will get the info tomorrow or the day after.

Thanks,

Gerhard
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Old 02-20-2009, 04:35 PM
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Default RE: Trying to get a response from Weatronics on repair of unit

Thanks for the reply Gerhard.

As you can see by the dates I have waited some time for a reply, but again, none is forthcoming.

I have also sent another email to Rolf Alexander Westphal at Weatronics (Managing Director).

It is curious, as I am (was) a happy Weatronics user, and fly the flag for Weatronics whenever I can.
The units are great for complex installations, and I would even consider the 2.4GHz version in the next big build, but if no service is provided by the company then these units become a liability.

I do wish someone from the German parent company would get in touch to let me know what is going on.
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Old 02-24-2009, 06:57 AM
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Default RE: Trying to get a response from Weatronics on repair of unit

Dear Michael,
as we emailed you, the repaired DR is on the way to you.

weatronic GmbH
Managing Director
Rolf Alexander Westphal
Seidenstr. 57
D-70174 Stuttgart
www.weatronic.com
info@weatronic.com
Tel: +49/711/253 9274
Fax: +49/711/870 30 994


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Old 02-24-2009, 07:44 AM
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Default RE: Trying to get a response from Weatronics on repair of unit

All is smiles here now.

It is very pleasing to report that Axel has been in touch to report that repairs are complete and the unit is on its way.

I can well understand how frantic things must be at Weatronics, with the release of the new 2.4GHz version.

Am really looking forward to fitting the unit to the Black Widow #2 (have a look at VQ Black Widow Fatal Maiden in RCUVideos for what happened to #1 and the Weatronics unit)
It is testimony to the product that it could be fixed.

I can heartily recommend the Weatronics unit for anyone putting together not only large models, but any complex models no matter what size.

Thanks again Axel.
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Old 02-25-2009, 06:50 AM
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Default RE: Trying to get a response from Weatronics on repair of unit

Dear Mike,
since today we have a new partner as our importer for Australia. It is O┬┤Reilly Model Products (OMP), www.omp.com.au from Landsdale SA 5160. OMP will resell our weatronic 2.4 Dual FHSS product line. The technical support will also be established by OMP and his managing director Mr. Michael O┬┤Reilly.

weatronic GmbH
Managing Director
Rolf Alexander Westphal
Seidenstr. 57
D-70174 Stuttgart
www.weatronic.com
info@weatronic.com
Tel: +49/711/253 9274
Fax: +49/711/870 30 994
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Old 02-25-2009, 01:47 PM
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Default RE: Trying to get a response from Weatronics on repair of unit

I am sorry to hear that Axel.

It is not good news to us because we have 2 hobby shops in town, one does cars and sells cr%p to aeromodellers, the other caters to aeromodellers very well (he is one) but O'Riely refuses to supply this hobby shop, even though he sells more now than the other.

So we (the local Aeromodeller club) usually just avoid O'Riely's products.

Any chance of purchasing them direct from you?
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Old 02-26-2009, 02:45 PM
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Default RE: Trying to get a response from Weatronics on repair of unit

Dear Michael,
the problem of direct selling are very high freight costs. It would be simpler to try to contact a local dealer who sells OMP products.

weatronic GmbH
Managing Director
Rolf Alexander Westphal
Seidenstr. 57
D-70174 Stuttgart
www.weatronic.com
info@weatronic.com
Tel: +49/711/253 9274
Fax: +49/711/870 30 994
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Old 03-16-2009, 03:37 AM
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Default RE: Trying to get a response from Weatronics on repair of unit

Hi Axel,
The unit arrived but I am sorry to say, not in very good condition.

The case has been badly cracked on both sides.

This is strange as it seemed to packaged adequately and the box exhibited no impact damage itself.

It is not in a condition that I would trust in an aircraft.

What do I do with it now?

Was it insured for transit?

I hope we can resolve this as the repair was over $300 which I cannot afford to just throw away.

I tried email but your mail box has been bouncing mails due to being full.
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Old 12-15-2009, 03:15 PM
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Default RE: Trying to get a response from Weatronics on repair of unit

It is very disappointing that I have to use the public forum again to try and get some action on this same Weatronic issue, one of simple repair.

The cracked case issue was resolved when Germany sent a new case.
I guess I have to be the one to work out how to open the old one (they look to be fully bonded seams).
No matter, I am an aeromodeller and that's what we do

But when the unit was sent for repair, the USB and Switch boards, with cable, were also sent, as they were also damaged in the crash.

O'Rielly does not deal with the public, only resellers, so my LHS got in touch to order the boards and cable.
We waited another 3 months while their order came from Germany, only to find that they sent only the USB board. No Switch board or cable.

As you can see by the dates on the original mail, this has been one long protracted exercise in futility.
It has now been 2 months and O'Rielly's can give no dates for the arrival of a Switch board or cable, nor even answer the LHS requests for information.

As usual my multiple emails to Germany have been ignored.

So I am left with a pile of junk that I cannot even test to see if the repair worked, and it has consumed over $1200 so far.
The Black Widow build has been stalled waiting for some sort of resolution but none is forthcoming.
So it looks like I have to resolve this myself [&o]
Fortunately Australia has good consumer laws and O'Rielly has stuck his head out as an agent for the product.

I place this on the public forum to inform others.
It doesn't matter how good a product might be, if you treat your customers with contempt they will go away.
The usual ratio is one complaint you hear about is 10 you don't.
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Old 12-15-2009, 04:23 PM
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Default RE: Trying to get a response from Weatronics on repair of unit

Hi Michael,
Let me know what you need and I will send it to you. I will need your address etc. send it to my email direct at info@weatronic-usa.com

Gerhard
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Old 12-30-2009, 10:10 PM
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Default RE: Trying to get a response from Weatronics on repair of unit

Such a shame that you get better service from the USA than here in Australia. maybe that is why people purchase product faster fron the states than here in OZ.

Customer service is paramount to surviving these days as a hobby store.
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Old 12-30-2009, 11:51 PM
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Default RE: Trying to get a response from Weatronics on repair of unit

I would say the jury is still out on Weatronics

I sent my details to Gerhard the same day he made the post and that is the last I have heard.
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Old 12-31-2009, 01:27 AM
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Default RE: Trying to get a response from Weatronics on repair of unit

Hi Mike,
I did not get your email. Please try one or all of my other emails that are: gerhard@weatronic-usa.com, support@weatronic-usa.com. Or you could use the link with RC-universe. I have had problems with my company email. We have moved to a different server two weeks ago. Sorry about that. I will get you what you need.

Gerhard
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Old 12-31-2009, 03:23 AM
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Default RE: Trying to get a response from Weatronics on repair of unit

Thanks Gerhard, I will try again with those email addresses.

Mike
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Old 12-31-2009, 04:38 AM
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Default RE: Trying to get a response from Weatronics on repair of unit

Hi Michael,
I got the response out to you


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Old 12-31-2009, 06:59 AM
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Default RE: Trying to get a response from Weatronics on repair of unit

Thanks Gerhard,
Great service, don't you ever sleep?

I have the invoice and will process the payment first thing in the morning.

Thanks again.

Mike
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Old 02-15-2010, 11:01 PM
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Default RE: Trying to get a response from Weatronics on repair of unit

Hi Mike,
I hope you got your package in the mean time.

Gerhard
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Old 02-16-2010, 05:53 AM
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Default RE: Trying to get a response from Weatronics on repair of unit

Hi Gerhard,
My apologies for not posting a reply sooner.

Yes, the package arrived safe and sound and I have been able to setup the unit connected to the PC and then bind it to the Tx without a hitch.

I do really like the Weatronics unit, it is truly a complete solution and makes large complex system setup so easy.

If the world had your level of service I am sure you would stitch the market right up.

I have had some issues with the serial driver not installing when trying to use virtual machines, which I did have operating in the past, but not on the new CoreDuo's. But that is my issue I will just have to work through.
Are there any generic driver software that will work with the USB board and Weatronics software?

Thanks again for your assistance

Mike
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Old 02-16-2010, 01:38 PM
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Default RE: Trying to get a response from Weatronics on repair of unit

Hi Mike,
Glad that everything went well. On the generic driver information for the USB board I would have to pass on to Germany. I would have a hard time myself getting that kind of answer out of Germany. I will give it a try.
Have you looked at the new 2.4 GHz systems and software? The flexibility is even greater with the new systems.
Best,
Gerhard
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