RE: mail order broken?
 

I had to deal quite a bit with UPS returning damaged packages they returned on their own. The only way we found out was when a custom called and inquired about why their package had not arrived, or saw on the UPS tracking that it was returned. From my experience, it seems to be a general way of life for UPS to not notify the customer their order was being returned, and to let the shipper know why it was being returned. This lead to problems of a persons refund being for the merchandise amount only, and not getting any credit for the shipping costs back. Sometimes they get your package there so fast you wonder how they could do that, and other times you scratch your head and wonder if the left everything to a 1st grader to run.

Hogflyer

RE: mail order broken?
 

There is absolutely no reason whatsoever to contact Horizon about this. How can it possibly be their problem? They didn't sell the item. Heck, they didn't even make it. Yes, Horizon and Hanger 9 are owned by the same company but that doesn't mean they are exactly the same. Hanger 9 is simply a division within the corporate structure of that organization. But even then, it's not even Hanger 9's issue to deal with. This problem goes to the shipper and the company that you bought it from. There are two ways you can deal with it, one is to contact UPS yourself and deal with them or you can contact the company that you bought it from and let them deal with UPS. Since shipping and handling was probably included when you bought the item, and I'll assure you that who you bought it from made money on the S & H, it should be up to them to deal with UPS. You need to contact them and let them know it was damaged in shipping, and they should ship you a new item and issue a return tag for the old item. Sometimes the bigger companies like Tower and Horizon won't worry about the return, but smaller companies like this usually will need the return in order to deal with UPS. And if the company you bought it from won't deal with it, I wouldn't buy from them again, then you can file a claim directly to UPS for the damage. UPS should buy you a new item. But your first step is going to be to contact where you bought it from.

Ken

RE: mail order broken?
 

i did contact(email) unlimited hobbies who sold the plane but it normally takes a couple day's for a response. i also called ups and they their delivery person will come by tomorrow to look at it and then call ultimate hobbies about the situation.

ultimate hobbies price on these items(pulse xt arf, thunder tiger 46pro) was cheaper than anywhere that i have found, and included FREE SHIPPING on orders over $100.

hopefully i will hear something soon. i inspected everything else and everything seemed ok. if they would just send me a new fuselage i would be real happy. then i could start building the rest of the plane.

ultimate hobbies customer service is the worst i ever had to deal with, hopefully some on will make good on this. i already have 2 other repaired planes i'm not about patch this brand new beauty;)

thanks again.

RE: mail order broken?
 

Tell us how it goes!

Its not that hard of a fix but it souldet be there so atleast try and get it replaced. I dont think it was the shipping falt since the out side box isnt that bad.

RE: mail order broken?
 

There are certainly many avenues you could persue to rectify the problem. Contact the seller and they want you to pay for return shipping and pay a restocking fee acording to their website. Contact UPS and they will come out look at your package and may or may not help you. Or contact Horizon and get it done. It's obviously your choice and I imagine the difference will be 2-3 weeks vs. about a week and you paying more money for what you already paid for. Many here disagree with me on this but when it comes down to it the customers satisfaction is the first concern. Let Horizon and the distributor hash out there problems without any more expense of time and money to the customer, you.

RE: mail order broken?
 

update! recieved this email from ultimate hobbies today.




Hello,

We will call them and have them ship it to you.

Thank you

> hi, my order RC00002000000*** came in with a broken fuselage. the item is
> still in an unopened original wrapping. please call or send email on
> details in getting this resolved.
>
> thanks



not sure what that means, i assume horizon will ship a new fuselage? any way it looks like progress, if so i can really appreciate that.

RE: mail order broken?
 

well they sent an email back confirming they will ship a new fuselage. that is great news.

that is great customer service, even though in the past it has been slow, i can't complain about that.

thanks to everyone, now i can get busy building the rest of the plane.