came home to find my new plane(pulse xt) delivered by ups from ultimate hobby has a broken fuselage. what should i do? the customer service is not the greatest, do i have any chance of replacement from either ultimate or hangar 9. does anyone have expirience with this? do i have a chance? i'm already worried i will be getting the shaft[]

it is an arf and i could tell from the look of the box before i opened it, it wasn't lookin good.

You need to work with the vendor for this.....

Horizon not Hanger 9 have anything to do with it........


just a quick question... why didn't you pick the model up at the LHS??

This should be easy. Call 1-800-338-4639 and ask for Hanger 9 product support. Take some digital photos of the damage and offer to email the to them imediately while you are on the phone with them. They will likely say that it is not necissary and ask for an address where they can ship the replacement parts. If most of the kit is destroyed they will likely ask you to ship it back to them while they send you a new kit. Horizon Hobby/Hanger 9 has outstanding customer service. Do not waste time with the distributor that you originally purchaced from just have the name of the distributor and purchace date ready for the person you talk to.

Oh! And please give us an update as to the outcome.

Why is this something Hanger9 should eat????

Yes, they have great customer service... but this issue has nothing to do with them.. it is not defective and they didn't ship it....

we all lose because of higher prices.....
[&o]

The retailer should take care of it

G'day Mate,
I would be getting on to the shipping company, UPS, whoever they are, the thing would have been insured, for just this sort of problem.

Well, I guess we don't have all the details. Was there obvious shipping damage in the package the customer received? The retailer likely has a sealed box from H9 and will simply ship the sealed box. He has no responsability to open it and inspect it. If he does then when there is something missing or damaged he is responsible for it. Hanger 9, Park Zone, and Horizon Hobby says to deal with them on all discrepancies and returns. If they get enough from one vender they have the option to remove them as their distributor.

If there was damage to the box when UPS dropped it off you should have immediately notified the UPS driver before he left the door. Now he can deny all. When you sign the dotted line receiving a shipment you are saying that the goods APPEAR to be in good condition externally. ALWAYS make a quick check of the box to see if there was damage before signing. If bad enough, just refuse the shipment.

thanks for all the reply's. the box was dropped off at my residence while no one was home. the boxes do have rinkles in showing flex. if i were here i would have checked it before leaving. also i was on tuboat when delivered. it most probably is shipping at fault. i will say the pulse xt box looked more stressed than the ups(big box shipped in) boxed looked.

thanks again guys.

TUBOAT?

I hate when that happens. I get all my stuff delivered here at work now. Fortunately the receiving dept people don't mind that and they look over the boxes before accepting them. Any questions and they call me down to sign. I don't like stuff sitting on my porch all day either even though it is well sheltered.

here are some pics tomorrow i will go to ups. i think it's lhs for now on. lesson learned.

Save the box and call UPS. I went through the same thing. If I remembrer right all UPS packages are automatically insured for $100 and more if you payed for additional insurance. A replacement Fuselage should be under that $100.
Good luck
PS: Horizen Hobbies will replace it but go the UPS route first.

Play fair though - don't make both pay.[:@]

Hi

Is that it as depicted in the third pic.

I think id just push that back into shape run some thin cyano into it and get it flying.

Simon

please, please, please, be nice to whom you talk to if you get angry they will not help you. ihave had way better help when i'm calm. i have been on both sides of this fence in customer service, at the pool shop i work at. if people are mean to me i'm mean back and don't help as much. if people are nice to me i would rather help them than even take a lunch break.

dave trimmer.

Just fix it! It's doesn't look too bad, i'm not the most patient person and I would personally just fix it.
Just my 2 cents...

The hobby shop you got it from will take care of it for you. They get the credit from UPS and they send out a new one. I have never had a problem getting a replacment. They should help you out.

I used to work for a major mail order company and this was a daily routine for us due to the immense volume we dealt with. Keep your box and contact the company you purchased it from. If they have decent customer service they'll initiate a claim with UPS. If not, they'll tell you to call UPS directly. Just do it as soon as possible. The advantage you have is the package was not signed for, but they left it and can't prove that is wasn't damaged when it was dropped off. It's standard fare for UPS driver to drop a package that doesn't need a signature and getting out of Dodge faster that stink on poop when they know it's a damaged package so they don't have to take it back and deal with a damaged item report. UPS may or may not send out a representative to inspect the damaged item. Depending on the company you purchased it from, they may send you a replacement out after UPS picks up the damaged one and they'll deal with UPS. All depends on the level of customer service they provide.

Hogflyer

Being a former delivery driver and seeing first hand what happens to all of these boxes I would not be suprised if it happens in transit. The driver is supposed to log when a package is damaged when they recieve it and drop it off at the house. If there is no log of damage from when the package was picked up then you may have something to go on with UPS. If it was logged as damaged when it was picked up you will most likely not have any luck with UPS and would have to go the other route.

touche and true.....


I guess they way I look at it is either way... I would go to the retailer..........
if it is shipping, they can file a claim and replace it....
if it was from the manufacturer,,, then the retailer can get credit and get a new one from Horizon

Ultimate Hobbies return policy

Merchandise Return Policy:
All defective or missing parts are warranted or serviced through the manufacturer only.

Not sure I'd deal with a company with this attitude.[:@]

BINGO!

it doesn't suprise me. i tried to order a calmato and when asked if it were shipped they said the only calmato they had there was damaged and kyosho wasn't sure when they would have any more arf's. had to cancel that order and made another with the pulse. i should have ran right there and went to the local hobby shop. here is the problem i did a search on ultimate hobby and didn't have any negative comments except customer service was scarce, but people claimed them to be legit hobby store. on another note, i feel ultimate hobby could have shipped it like this? it really sucks.

i attached a picture of the box it came shipped from ultimate hobby.

bruce, maybe this thread will make awareness to other newbies.

thanks again everyone, ya'll are great.

Was there much padding/filler between the inner and outer shipping boxes? The outer box doesn't look real bad but you could probably step on it in the middle and not see much external damage.

Shipping damage happens, fact of life. It's how customer service responds to it that determines the type of company you are dealing with.

Don't know how UPS should be about this issue in your area.

A similar thing happened to me but I never received the damaged package, UPS automatically returned the obviously damaged package as soon as they received it and respectfully did not even attempt to deliver it to me in the damaged condition.

Sure it took an extra two weeks to receive the replacement package as UPS DID NOT report to towerhobbies WHY they were returning it which caused them to refund my Credit Card as they did not know why it was returned to them, which delayed the shipment of the new package as I had to email towerhobbies myself to ask about the delay, then had to wait for the refund to show on my Credit Card, and finally reorder everything. But I did receive it two weeks after the first order was returned and in excellent condition.

So, yes, it was considerate for UPS to return the damaged box to towerhobbies. But they could have had the decency to REPORT to towerhobbies WHY they were returning it, which would have resulted in me receiving the order sooner without having to reorder.

IMO it would be simpler and faster for you to go directly to Horizon and deal with them in the replacement part. UPS (at least in this area are not THAT reliable).

Good luck, please let us know the outcome.