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Hobbyking service

Old 08-27-2013, 08:39 AM
  #1  
dirtybird
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Default Hobbyking service

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Be sure you have a video camera before you buy from them,

Your request (#694715) has been updated.

To review the status of the request and add additional comments, please visit www.HobbyKing.com
[HR][/HR]
Rich, Aug 27 21:33 (HKT): Hi Richard,
Please note that we cannot confirm an item is faulty without a video showing the fault. If no video can be provided we will reject the claim.
If you are not happy with your hobbyking.com® product you may return it back to the any of our warehouses for a full refund on the products price. This must be done within 30 days of the purchase and the product must be in new condition with original packaging and all included accessories. Our service centers do not accept crash damaged parts or items that have been modified.
We do not refund shipping costs.
If you have any other questions, please let me know.
Thank you,
Justin
**Due to the large amount of accumulated backlogs, order processing and ticket response time will be slightly delayed. We thank you for your patience and understanding.**
All faulty items must be sent back for replacement. We do not, under any circumstance, warrant crash damage or items which have been modified. This includes cutting or opening of a product.
HobbyKing.com® accepts no responsibility for the improper installation and use of purchased products.
[HR][/HR]
Richard, Aug 27 21:22 (HKT): I dont have the means to make a video.
If you want ,me to return it I will send it to the US warehouse where I bought it.
Otherwise I will just throw it away and tell everyone what lousy products you sell.
I am tired of this.
Richard H. Kelly

________________________________
From: Rich
To: Richard
Sent: Monday, August 26, 2013 7:20 PM
Subject: [HobbyKing Support Centre] Re: JHPS - GF- MC- SW-Trooper SCT-X4
[HR][/HR]
Rich, Aug 27 10:20 (HKT): Hi Richard,
We are sorry to hear that the ESC that you have seems faulty. We will try our best to come up with the best solution as soon as possible. Please read and supply the following:
- Please take a video and provide the video uploaded link or upload it to YouTube. Please ensure the video clearly demonstrates the fault and include a reference to your ticket number. If you would like to send us a video, please keep the comment as direct as possible.
If you have any other questions, please let me know.
Thank you,
Justin
**Due to the large amount of accumulated backlogs, order processing and ticket response time will be slightly delayed. We thank you for your patience and understanding.**
All faulty items must be sent back for replacement. We do not, under any circumstance, warrant crash damage or items which have been modified. This includes cutting or opening of a product.
BESC and electronic components are tested for correct polarity and voltage use prior to being replaced.
We replace all faulty items with new products.
HobbyKing.com® accepts no responsibility for the improper installation and use of purchased products.
[HR][/HR]
Matthew, Aug 25 19:58 (HKT): Hi Richard ,

Thank You for getting back to us.
Thank you for the videos that you have provided. We will forward the information to our Product Specialist for inspection. We will process your claim within 48 hours and rest assured that you'll receive an update once the item is inspected.

Thanks for emailing support.
If you have any other questions, please let me know.
Regards.
Matthew
HobbyKing Support Team
Dont forget to follow us on Twitter and Facebook for discounts and promotions!
http://www.facebook.com/HobbyKing
www.twitter.com/hobbykinglive
[HR][/HR]
Richard, Aug 25 03:04 (HKT): Here is a picture. I dont know what it will do for you. If you like I will take it out and send it to you.
Richard H. Kelly

________________________________
From: Matthew
To: Richard
Sent: Friday, August 23, 2013 4:06 AM
Subject: [HobbyKing Support Centre] Re: MC- SW-Trooper SCT-X4
Attachment(s)
esc.jpg

[HR][/HR]
Matthew, Aug 23 19:06 (HKT): Hi Richard,
Thanks for contacting the HobbyKing Support Team.
Thank you for the information. We will make sure to assist you regarding this claim.
We apologize for the confusion. SKU-product ID. Please provide some photos or videos of the defective item. Thank you
Thanks for emailing support.
If you have any other questions, please let me know.
Regards.
Matthew
HobbyKing Support Team
Dont forget to follow us on Twitter and Facebook for discounts and promotions!
http://www.facebook.com/HobbyKing
www.twitter.com/hobbykinglive
[HR][/HR]
Richard, Aug 22 23:34 (HKT): The order number is 2007367321.
I have determined that the ESC is defective. The truck will start and run fine for about 30 feet, then switch to slow speed. Then if you cycle power it will repeat this scenario.
It I replace the ESC with an aircraft ESC it will perform properly except you have no brakes or reverse. So I know the motor and battery are OK.
I have not used anything but the recommended two cell battery
What is SKU?
Richard H. Kelly

________________________________
From: Jessi
To: Richard
Sent: Thursday, August 22, 2013 1:37 AM
Subject: [HobbyKing Support Centre] Re: SW-Trooper SCT-X4
[HR][/HR]
Jessi, Aug 22 16:36 (HKT): Hi Richard ,
Thanks for contacting the HobbyKing Support Team.
We are sorry to learn your bad experience on our product. Please provide more information regarding to the set up of the item, describe what happened in the operation of the item.
1) Please take some photos or video to show the problem clearly if possible.
2) And please kindly provide the order number and SKU.
We will pass all information to our related department for advice.
Thanks for your understanding. Looking forward to your reply for further assistance.
Thanks for emailing support.
If you have any other questions, please let me know.
Regards.
Jessi
HobbyKing Support Team
Dont forget to follow us on Twitter and Facebook for discounts and promotions!
http://www.facebook.com/HobbyKing
www.twitter.com/hobbykinglive
[HR][/HR]
Richard, Aug 20 08:53 (HKT): I recently receiver the truck and tried it out. It ran fine for about 1 battery charge
Now it will start out very fast and after about 30 feet it will slow down to about 1/4 speed with full throttle. From then on to the rest of the charge it will only go at 1/4 speed. However if I shut it down and let it rest a bit it will repeat it.
What is wrong with it?
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Old 08-27-2013, 08:51 AM
  #2  
flyinwalenda
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"Hobbyking" and "service".......two words that should never be used together !

This is their scheme. String the customer with a problem along until they get frustrated and give up and go away. This customer-no-service MO is shared by some other places as well.
Just go buy another ESC and run your vehicle and next time buy from a place that will support you.
Old 08-27-2013, 09:28 AM
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dirtybird
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OK I did get a new ESC and it runs fine.
I didnt want to pay $500 for something I will only use a few times.
It serves its purpose I guess even after I had to pay another $25
Old 08-27-2013, 10:43 AM
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People have been warned over and over again about doing business with Hobby King. There is a reason that their prices SEEM so cheap, and it's not because they give GREAT customer service. After you make your purchase and they have the money in their hands, they hope not to hear from you again unless you are spending more of your hard earned money. The words Service and Hobby King together is an "oxymoron" like " a good crash"

Last edited by countilaw; 08-27-2013 at 08:03 PM. Reason: typo
Old 08-27-2013, 11:42 AM
  #5  
dirtybird
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They have about 20 people in their service department. I guess the idea is to bounce it around from person to person u.ntil you get tired of it. Their prices are good enough that you can just throw it away and get another. I guess thats their idea.
Old 08-27-2013, 11:59 AM
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dogshome
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yup.
Old 08-27-2013, 12:06 PM
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Originally Posted by dirtybird View Post
They have about 20 people in their service department. I guess the idea is to bounce it around from person to person u.ntil you get tired of it. Their prices are good enough that you can just throw it away and get another. I guess thats their idea.
That is the general idea except not everything they sell is cheap enough to simply throw away unless you are a millionaire with a very lackadaisical attitude toward your hard earned money. I do absolutely agree that customer service and Hobby King are the absolute definition of an oxymoron.
Old 08-27-2013, 05:11 PM
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I'd use a credit card if I had to buy something from them.
Old 08-27-2013, 09:12 PM
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Originally Posted by dirtybird View Post
OK I did get a new ESC and it runs fine.
I didnt want to pay $500 for something I will only use a few times.
It serves its purpose I guess even after I had to pay another $25
Sorry you had a extremely hard time, for $500 it should have a decent esc,

It was nice of you to offer to take out the esc and send it in but I think that is becoming the norm with some vendors for photo or video if the part is not to be sent in and who knows if they even have someone that has the skills to remove a esc from another truck at the USA warehouse, or is it like alot of oem esc's that get automaticly gets chucked for Hobbywing or Castle? what truck was it?

Some of these vendors I am done fighting with and just going to let paypal and the CC company deal with them, I get no response from Value for a damaged lipo they sent in an envelope (guess they were out of boxes?) and after buying alot of planes from Nitroplanes 2 of the kits were missing the fiberglass control horns and was told the horns were not available but I could return the kits for kits that were not missing the control horns?

Last edited by keyman; 08-27-2013 at 09:39 PM.
Old 08-28-2013, 06:28 AM
  #10  
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Who does not have the ability to take video these days. If you don't own a cell phone, a web cam, or a camera with video, then you know someone who does. Do you expect Hobby King (or any supplier for that matter) to just mail you a new part without at least some proof that the old one is bad? They don't know what you have done to the product. They don't know you by anything but the order you placed. You need to respond with the order number and some proof. I don't think that is unreasonable from any supplier.

I have had generally good luck with Hobby King... I know and admit that others have not had such good luck. I will put their NanoTech batteries against any ones.
Old 08-28-2013, 06:53 AM
  #11  
flyinwalenda
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Originally Posted by on_your_six View Post
Who does not have the ability to take video these days. If you don't own a cell phone, a web cam, or a camera with video, then you know someone who does. Do you expect Hobby King (or any supplier for that matter) to just mail you a new part without at least some proof that the old one is bad? They don't know what you have done to the product. They don't know you by anything but the order you placed. You need to respond with the order number and some proof. I don't think that is unreasonable from any supplier.

I have had generally good luck with Hobby King... I know and admit that others have not had such good luck. I will put their NanoTech batteries against any ones.
One place is called Horizon Hobby as well as others. It's called customer service and troubleshooting. Horizon has sent replacement electronic parts after a simple discussion....no pictures, no videos, . In the worst case they would give you an rma to send suspect part back to be repaired/replaced and sent back to you. The OP already did the troubleshooting and determined the esc was faulty. What are pictures or videos going to prove in this case? I remember when dealing with Leaders and one time they forgot to pack an item in the order and they asked for a picture of the box to show it wasn't in there? I took the picture and and they sent the missing item but the picture didn't really "prove" anything.

Last edited by flyinwalenda; 08-28-2013 at 06:56 AM.
Old 08-28-2013, 07:49 AM
  #12  
Bob Pastorello
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I've used HK a lot. I try very hard to be sure that when I click "confirm" on an order with them, that I FULLY understand that it may be a DOA to toss upon receipt, or it may have a early-life-cycle failure which I will toss and not think about. It isn't the same attitude I have with Horizon, or Tower, or many other suppliers that I use, but it works for me so far. Theirs is not the "typical" business model in our hobby that we expect, but evidently the "sell cheap, ensure repeats, rely on typical failure rates to retain customer base" works for them, as their steady presence/growth/increases in advertising attest.
Old 08-28-2013, 10:00 AM
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Originally Posted by Bob Pastorello View Post
I've used HK a lot. I try very hard to be sure that when I click "confirm" on an order with them, that I FULLY understand that it may be a DOA to toss upon receipt, or it may have a early-life-cycle failure which I will toss and not think about. It isn't the same attitude I have with Horizon, or Tower, or many other suppliers that I use, but it works for me so far. Theirs is not the "typical" business model in our hobby that we expect, but evidently the "sell cheap, ensure repeats, rely on typical failure rates to retain customer base" works for them, as their steady presence/growth/increases in advertising attest.
I use HK with the same attitude. They provide RC stuff at very low prices, but when I click confirm, I do it with the same expectation to when I pull the lever on a slot machine. I may either get all cherries or I may get a lemon. I just won't ever buy high ticket items from them.
Old 08-28-2013, 07:32 PM
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dirtybird
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Originally Posted by on_your_six View Post
Who does not have the ability to take video these days. If you don't own a cell phone, a web cam, or a camera with video, then you know someone who does. Do you expect Hobby King (or any supplier for that matter) to just mail you a new part without at least some proof that the old one is bad? They don't know what you have done to the product. They don't know you by anything but the order you placed. You need to respond with the order number and some proof. I don't think that is unreasonable from any supplier.

I have had generally good luck with Hobby King... I know and admit that others have not had such good luck. I will put their NanoTech batteries against any ones.
If you read my post I gave them the order number and I offered to return the bad item to where i purchased it from. But they insisted I send a video.I happen to be living in the boondocks in an RV. Its a wonder I have internet.
I sent them a still picture. What is a video going to show of a bad item sitting on a table more than a picture does?
BTW the last thing I am going to spend my money on is a telephone that takes videos and I dont know anyone that does.
Old 08-28-2013, 11:10 PM
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keyman
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If not too personal which truck was it?
Old 08-29-2013, 02:34 AM
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Originally Posted by scottrc View Post
I use HK with the same attitude. They provide RC stuff at very low prices, but when I click confirm, I do it with the same expectation to when I pull the lever on a slot machine. I may either get all cherries or I may get a lemon. I just won't ever buy high ticket items from them.
LOL, maybe I need to hit the slot machines more often. 138 orders with HK - over 400 individual items, 13 HK Helicopters, dozens of batteries and not a single problem with anything received over more than 3 years.

But yes I totally agree with your's and Bob's attitude.. mine was the same for my first few orders with HK, I fully expected "junk quality Helicopters" but was, and continue to be surprised by the quality vs cost ratio - which in some cases is far better than you get in Hobbystores. Their Nano Tech Batteries for Ultra Micros are better than E-flite orginals for a fraction of the cost.

Last edited by Rob2160; 08-29-2013 at 05:50 AM.
Old 08-29-2013, 03:01 AM
  #17  
scale only 4 me
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Originally Posted by keyman View Post
If not too personal which truck was it?
guessing it's this,,the item # is in the email string
http://www.hobbyking.com/hobbyking/s...ruck_arr_.html
Old 08-29-2013, 03:53 AM
  #18  
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Originally Posted by dirtybird View Post
BTW the last thing I am going to spend my money on is a telephone that takes videos and I dont know anyone that does.
Completely off topic, but I think you'd be hard pressed to find a phone that *doesn't* take video these days.
Old 08-29-2013, 05:29 AM
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dirtybird
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Originally Posted by scale only 4 me View Post
guessing it's this,,the item # is in the email string
http://www.hobbyking.com/hobbyking/s...ruck_arr_.html
correct.I replaced the ESC with a 60 amp unit and it runs good now.
It is truly amazing what you get for your money from them but you have to be prepared to fix the bad units. The truck is now equal to $500 units sold elsewhere and it has a brushless system where the others dont..

Last edited by dirtybird; 08-29-2013 at 05:36 AM.
Old 08-29-2013, 05:42 AM
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dirtybird
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Originally Posted by perreback View Post
Completely off topic, but I think you'd be hard pressed to find a phone that *doesn't* take video these days.
Oh really? I have four that dont. One wont even do texting.I guess I will throw that one away.
Old 08-29-2013, 05:52 AM
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Originally Posted by dirtybird View Post
Oh really? I have four that dont. One wont even do texting.I guess I will throw that one away.
Put it on Ebay, somebody will buy it. I know people who collect old phones.
Old 08-29-2013, 05:55 AM
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Sure, I have one too --- I'm talking about acquiring a new one. I'd like a phone that's just a phone, but it seems impossible to get a new one that doesn't come with all sorts of bells and whistles.

Last edited by perreback; 08-29-2013 at 05:57 AM.
Old 08-29-2013, 08:58 AM
  #23  
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Originally Posted by perreback View Post
Sure, I have one too --- I'm talking about acquiring a new one. I'd like a phone that's just a phone, but it seems impossible to get a new one that doesn't come with all sorts of bells and whistles.
This has got too funny...... A couple of years ago, my wife and I went to get new phones. I asked for one that JUST made, and received phone calls......no texting, no extras, no nothing, just a phone. We were told that they don't have those. We both have the most basic phones we could buy........ and use about 2% of the functions. We make and receive calls. The rest is just added weight.
Old 08-29-2013, 09:52 AM
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dirtybird
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Originally Posted by kwblake View Post
This has got too funny...... A couple of years ago, my wife and I went to get new phones. I asked for one that JUST made, and received phone calls......no texting, no extras, no nothing, just a phone. We were told that they don't have those. We both have the most basic phones we could buy........ and use about 2% of the functions. We make and receive calls. The rest is just added weight.
I think if you call consumercellar they can dig one up for you
What I dont like about these multifunction phones is you cant touch it before its off doing something you dont want
Old 08-29-2013, 09:55 AM
  #25  
RCPAUL
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Originally Posted by perreback View Post
Completely off topic, but I think you'd be hard pressed to find a phone that *doesn't* take video these days.
Wrong!

i have a basic Samsung that only receives and sends calls. All I wanted. (T-Mobile).

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