nitrostaff1, Pls emailed me the tracking# of the order shipped

Thank you Nitroplanes

CMP P 51 1.40/ order #131103

Replacement parts arrived, All is forgiven

Thank you

Dave

NP has an opportunity to grow and needs to know what's wrong.

Here is a short list I have developed in the 3-4 weeks I have been a customer.

1) Website not up to date - No out of stock flags on several items I ordered that are out of stock
2) No follow up telling you they are out of stock
3) No follow up giving you choices to split order and send items that are in stock, cancel out of stocks, cancel whole order. etc.
4) Do not return e-mails within hours as claimed on the website (rare to get any response)
5) Do not return voice mails, Many times the voice mail server is full
6) Lucky if 1% of time people pick up the phone (yes during their business hours)
7) They send UPS tracking numbers without shipping and with targeted delivery dates that are unobtainable
8) Business hours are awkward
9) Very few (if any) spare parts with no strategy of making spares available

There are many things in my life I need today and others I'd like today, I expect clear communication from anyone I procure from so that I can make the choice and how I get it. Communication and managing expectations will lead to success. You have an opportunity to show that RC consumers can get a good value on N.P.'s offerings.

Take the list above as a holiday present - 1st step in analyzing failures that you would have paid a consultant dearly for to get.

Most of the above can be fixed with some strategic planning around their Supply Chain and specifically Customer Service. N.P. can either do a flawless job at servicing their consumer (impossible since there are too many variables in the supply chain they cannot control), develop processes to support timely resolution of issues for consumers, or prepare all stakeholders that they are not delighting customers and will probably be beat by those companies that embrace that need. It's N.P.'s decision!

NP has the potential to become great but needs to do what it says (focus on the customer)

Will putting my yhst numbers on this website get my issues solved? I trust it will, but hope that NP is not just solving public complaints.

Eric

Hi Nitroplanes.com,

I placed and order of the Falcon 40 4ch heli with you guys and it has been on hold since I ordered it on the 31st of december.
I have sent you 2 E-mails and i have had no response. It would be nice if you respond to you customer's E-mails and it would boost up your rep.
My order number is: yhst-17210252890263-14566.
If you could respond with an explination that would be GREAT!

Thanks,
R/CFantic889

2 scenarios, either nitrostaff is on vacation,,it is after all the start of the new year....or ...their sitting back in their chairs going oh crap what are we gonna do!!...well, I'm hoping for the first one myself..I'll keep checking on post #211 until I get an answer....Rog

I'm in agreement with "Overpowered"'s comments recently posted. along with previous "Hot Melt" comments. My CMP 50 size mustang suffered an embarassing maiden flight, due to test pilot eagerness(not mine). Damage was relatively minor with repairs consisting primarily of re-epoxying interior joints, and replacing the spinner and canopy. Contact with Nitroplanes resulted in an order for the spinner only, on Dec 14. Confirmation, UPS tracking info and credit card charge was received on Dec 15. One questioning E-mail reply was "We'll look into it". SILENCE since. I feel as if I'm listening to a broken record, reading the litany of similar complaints. Holidays are OVER, guys. Get it together. [>:]

I can't believe it. I had a nice reply typed out and when I tried to post it, it crashed. I may break it up into 2 posts so it won't time out on me since I am not the fastest typist in the pool. Oh well, maybe RCUniverse is momentarily suffered from "NitroPlane" syndrome. Anyway, I will try again.
Regarding the last posts and a number of prior posts, all I can say is: "That's what credit cards are for." I have had to put 3 orders in dispute since the 1st of December. Don't pay for what you don't get or get something that is wrong. We as Americans are much too tolerant of mediocrity and less than stellar performance by workers and companies alike. I am sick and tired of it. I for one will not buy from someone who consistently can't get it right. Companies who can't get it right will either learn to get it right or go under, because all we have to do is stop buying from them. The buying public carries a very big stick, the almighty dollar. If buyers keep getting burned, then they will learn not to buy from that company any more. If we stop buying from NitroPlanes and other second rate dealers, they will either come around with impeccable customer service or go out of business. Anyone game for a moratorium? I will buy from a dealer that does get it right. Can anyone tell me what companies do it right the first time. I or we may have to pay a bit more, but in the long run, it will be worth it. It is called the law of supply and demand. That law still works in this country. Some companies just have not learned the lesson yet. We can teach it to them if we just will.

Ok, regarding my last post, I have gotten off my soapbox and am not going to preach this time. Following up, can anyone please tell me what RC dealers get it right the first time and which ones have the best customer service. I am still in need of an N30 tail rotor motor for my 22E. I would like to fly SOMETHING before I go in the hospital for a knee replacement and won't be able to chase after one, but that's my problem.

Like many of you I had a miserable experience with Nitroplanes. And like many others I have taken my business elsewhere. The Nitroplanes product is OK if you know what you are getting into and are willing to wait months for responses and if you view your airplane as disposable. My P51 lasted 4 flights and came apart at the seams in flight. It wasn't pretty and very dangerous. I should have known it would disintegrate because it had weak joints out of the box. I was flying in 30 degree weather and the airframe couldn't take it.

retired911guy asks if there are any "RC dealers get it right the first time and which ones have the best customer service." In Colorado nobody does it better than Things with Wings in Greeley. They are at 6268 W 10th St. #2, Greeley, Colorado 80634
Email: [email protected] (970) 352-1067. No on line ordering but they have an excellent selection (far better than NP) and the service is out of this world. You might call them and see what they can do for you.

If we are looking for great service and solid products maybe it is time to boycott the cut rate importers like NP and put the money in the pockets of our independent mom-and-pop hobby shop neighbors like TWW who will be there when we need them.

Too expensive? Not really. When my P51 was all said and done the NP version cost me more than the Hanger 9 version I bought at TWW. (See my other post for details).

Here is the end of my story...I love the P51 so I finally bought the Hangar 9 version and just got home from my 9th flight in freezing cold weather. The plane is just as solid as day one. The H9 version is a much better plane for the same money in the end (flaps, better quality, all the parts in the box, etc). In all fairness to NP they did refund 1/2 of my purchase price after my postings here on the forum.

My greatest concern with NP is that all of these problems posted here have been known to them for a very long time and nothing seems to improve. This is not a good sign.

Money talks...Happy flying....Support your local dealer. My $.02

Well its a good hour south of you , but I've never heard a bad word about KC hobby in Archdale NC it's 40 minutes south of me...Rog

I second KC Hobbies in Archedale, they are the closest "real" RC hobby shop to me, and they are a great group of people that are always willing to help with great prices.

Another in NC that I go to a couple times a month is King RC in King. They are right off of exit 123 on Hwy 52. They have a ton of small parts in stock behind the counter and are very freindly. Lots of chopper stuff to.

Response to emails to their support / sales email addresses is very slow / non existant. I have a question about confirmation emails that my order has shipped and a tracking number that doesn't show any activity. It has been over a week since the product has indicated to be shipped, but I have no idea of its status, location, and support isn't returning my emails or phone calls that I made several days ago.

I placed an order two weeks ago and the FedEx page did not show the order status until this weekend.

I ordered Dec 31, Shipped by UPS, they said it would arrive by the 8th of Jan. It arrived today, with adequate tracking. The plane was well packaged and in good condition. A few wrinkles but, I have seen worse. So far I am pleased. Sorry to hear you guys didn't get the same service or luck I recieved with my purchase.

Hey NitroPlanes/NitroStaff.

Where you at?

No time to complete what you initiate.

Advertise products, then sell them
Sell products, then ship them
Sell products, then support and back them up
Sell products, then stock replacement parts
Claim customers are important, then call them/e-mail them back
Send tracking numbers, than actually ship/send the products
Have a website, then keep it up to date so you don't have to explain out of stock
Start a website about what's wrong, than read it and respond

You have mastered the first bit of business, get the order and the money!!

Now back it up with a strong company and true commitment to the customer and succeeding

Hi, I checked your order and it would be going out today/tommorow morning. Basically alot of people went home for vocation after Christmas and to celebrate New Year Eve...And because you are in Canada, it takes more time to process your order because of the custom paper work and stuffs...But I checked and your order is good to go~! And just to let you know, it doesnt take this long to process an international order (normally is 1-2 days) but you ordered right between Christmas and NYE when everyone went for vocation
Thanks

I e-mailed them today (as I write this) around 2:00pm my time and received a response around 7:00pm my time about an order I placed a week ago (a second order).

They responded very well about the order status and in a timely manner.

I must be having exceptional luck, as I've found them to be very responsive... at worst I've only have had to wait 3 days for a response when they were at their busiest.

Thanks Nitrostaff1 for responding to my post, and thank you for shipping it!

R/Cfantic889

I need to know the differences between your 50" wingspan J3 Cubs. Nitroplanes.com sells 4 different versions, yet seem to have the same photos for each version. What gives? I tried contacting your company via email and phone and no reply. I've read about your non-existant customer service and it appears the forums do not lie. I guess my last hope is posting a reply to this forum. Maybe winning the lottery is better than getting customer service from Nitroplanes.com?

REPEAT POST #2

nitrostaff1, Pls email me the tracking# of the order shipped.

My credit card was charged 1 month ago ALTHOUGH the item was in backorder. Pls advise else I will have to contact by Bank's CC Farud division & file a complaint

I have a Bobcat 50. yellow

1) instructions:
1a nonlingual are of poor quality photos
1b CG location was WRONG, very wrong about 6" instead of 10.1"
2) landing gear wire is soft, bends to easy, no temper = no strenth
3) landing gear mounts:
3a poor design jusrt one edge glued to a rib, and one edge glued to the trailing edge
3b poor workmanship, just a spot of glue holding the gear block in....it failed
4) covering material of poor quality, trim layer blew off in flight some color still on wing.
5) front blind nut mount plat came loose from tail boom IN FLIGHT!
6) Red paint was discolored on fuse near engine.
6) fuel tank cause fuel to faom up. no padding just stuck into the formers inside the fuse.
7) motor mount blocks were of soft wood ad began to fail.

I would guess that no "beta" models were produced from production tooling and no test builders/pilots were used.

bob

I know we are looking for a good on-line dealer and I may have found one. Anyone had any experience with Hobbyzone.com out of Minnesota? I was looking for parts for my new BCX2 and no one had any--all out of stock or on backorder. Then I found HobbyZone. The parts were in stock and I placed the order late last night. They are on the way already, 2 day FedEx was only $17.80. That is one hell of a lot better than $40 or $50 for 2 day delivery from other dealers. They don't have a tremendous selection but what a fast turn around time!! They carry of full selection of E-flite, both rotary and fixed wing, plus Hanger 9, Parkzone, their own brand called strangely enough, Hobbyzone, Venom and some Align T-Rex models. I have seldom experienced such fast service. I was sent a tracking number and FedEx already has my order. Sit up and take note, NitroPlanes!

I have delt with central hobbies now for years, you will get a women that usually answers the phone, her name is mandy and she knows everything about the business there is to know and your order goes out so fast that i called back to put another item on my order and it was already gone out, she is such a sweet women and is so nice to deal with, for those of you that hate to use servo screws central hobbies has an allen head servo screw, after using one of them i promise that you will never use another and you select the way your package is sent to you not them

nitrostaff1, thanks for the response, Pls mail out the cowl when u get it in stock & plane the order as backorder. Thanks

Can someone from the Nitroplanes staff please update me on the status of orders : 14411 and 14785? I have received very short (and unhelpful) responses via email and no one answers the phones or returns messages.

Are the orders on backorder?
Is shipping delayed because of the holiday?
When are these items estimated to ship?

As many others on this forum, I will be contacting my credit card fraud division this week if I do not get a succinct plan to ship me my order.

- Aaron