I got an ARF with two right-wing halves... What can I expect from them in regards to support? I have never dealt with them before.

Thank you!

I think you will be pleasantly surprised. Great support, but most of the major suppliers have good support or they would not still be in business.

JetSet9c1, this is not directed at you, but I hope you don't mind me adding a few lines in hopes a few folks that need it will read them.

When dealing with customer support the number one rule is be nice. (You can always show your ***** later to a supervisor if you just have too)

Have your facts in order before you call, it might help to jot some talking points down beforehand so you don't forget anything.

Describe the situation in a calm manner and stick to the facts, remember, be nice, be friendly.

If you may have caused part of the problem be up front about it and let them know. They are there to help you and most realy want a happy customer. They do appreciate honesty. Most will overlook something small you may have done if it did not cause the whole problem. (this does not apply if you flew your new super duper whatsit into the ground with your dumb thumbs and want a new one free, but then, why are you calling)

You might be surprised at what NOT being an a&& will get you, conversely, beign an a&& right off the bat will almost always guarantee that you will not get all that you are entitled to.

Ed M.

One word "GREAT"

They were very good to me I had a problem with the 60 p51 so i sent it back and they sent me a new one without any problem at all.the newone is great.

I think you find Horizon to be a top shelf company to deal with.


What Ed has said is so ture! Excellent post Sir!

DITTO!!


Very helpful.. Almost like they really want us to be happy w/ their products!! Hmm... Go figure!!!

Exaclty what everyone here has already said...GREAT.

Best there is, bar none, period.
THE standard by which ALL other customer service departments should be judged.
As reccomended, be nice, always.

Thanks for the replies... I got an email from Randy@Horizon today, and he's seems like a nice guy. Doesn't seem like I'll have any problems at all.

I am a bit bummed by the hot glued firewall. I might not be so grumpy about it, but it's not even all the way around. In fact about 60% of it is not not glued at all. (Texan) I always beef-up my planes a little. Not in case I crash, just so I *know* it won't fall apart.[8D]

There saito service is top notch also! Sent in a .91 with crash dammage, and it was back in less than seven days! And running flawlessly!

Yep, They are really fine people to deal with.

unless you have bad retracts. then it is they work properly must be somthing you are doing.




lonnie

Super

Let me begin by saying that you have to be nice and calm before making the call. It really matters who you get to talk to. Once I called about a part being broken in the kit and the woman wanted me to send the broken one back at my expense. Another time I called for the same reason and I got some guy who was very friendly and mailed one to my that day no questions asked. All and all they are good people to deal with.

MY plane came with a broken wing. and the told me to just ship it to them and they would fix it or replace it. It would have cost almost as much to buy another plane as ship it and insure it. I don't think much of their support. And will never buy from them again.

Never have had good support from horizon........................I'll build kits

I had a problem with leaking fuel tank in my superflying models eindecker called horizen the supplier, explained the problem, guy told me he would ship me a new tank, two months later still no tank, called em again, a little more annoyed this time, guy said he would send a similar tank, same size, shape only this one had a screw on bottle cap style tank fitting, quess what, it leaked even worse as soon as the weather changed, it got real loose, so i took a tank out of a tower plane i had banged up, now its fine, so i don't think much of thier support so far. good luck, its freeeezin cold up here in Niagara Falls , but the eindecker has ski's and is ready to go. Butch in Niagara

My Fuel Pum had a broken gear and I sent it away and got a new one in 5 days...NO JOKE!!! Great people

I'm waiting on word if they've shipped it yet. I'll post a reply to this thread, and let you all know how it went.

Thanks for the info!