Nitro staff-

Can I please have a update on my model I purchased. Order #yhst-17210252890263-12221 RefID: 131080, tracking number just shows billing info received. I purchased 2 day shipping but no info and the ups site shows ground shipping. I would expect a refund for the difference of the shipping costs $34.48 should be returned back to me. Please update me on my plane and true shipping status w/ difference refunded.

Thank you,

Bill Cleverly
Scottsdale Model Flyers

Nitrostaff1
I gave UPS a call and they informed me that their web site has not been updating properly. The Plane is set to arrive today, It was sent out the same day as my order... Good job on that..
Thank You

Reference Nitro Tiger Moth 120 -- I am almost ready to fly with a RCV 120. The fire wall seems to be off set alot. Is this normal?? It is off set to the right. When I take off what can I expect???
Richard Byrne
[email protected]

I have PM'ed you with a request for help,,,thanks for your timely considerations

I ordered two helicopters and they were packaged VERY poorly, so that one of them was damaged. It took several days to get an RMA number, but I returned the broken unit. The copter was verified as returned 2 weeks ago, but a replacement copter was never shipped. I've left phone messages and sent emails with tracking info and was told my copter would be shipped, but it never was.

Follow-up: Replacement was shipped shortly after making original post. Hopefully it will arrive undamaged.

Follow-up #2: The replacement 3D's Green Mini EMT008_GreenHeli arrived severely damaged -requested RMA and shipping label (I paid for shipping on the first return, in the hope I'd get it replaced in time for Xmas). Have sent 2 emails, including this picture of what greeted me when I opened 2nd shippment package. Huge disappointment for Xmas.

URGENT!!!! Nitrostaff1

The Giles 202 that I received yesterday is missing much of the hardware. I called today and talked with Paul at your service center. He told me he would take care of the issue and get right back to me that was at 11am today. I am against a wall with this plane as I need to get it built as a gift for a club member that is leaving the area permanently. Our Christmas party is this Saturday and with out the hardware bags I can not build the kit. Most of all I need the Hinges, as you know this plane uses pin style hinge points (Robart style) and is pre slotted for this. I need the hinges ASAP. I told Paul that the part #'s are located on the supplemental instruction sheet located in the box as he did not know what a hing was or what it had to do with the plane (Very frustrating dealing with someone in customer service that has no clue as to what he is selling or helping with) I explained everything to him and stressed the urgency. Please get the hinges if nothing else sent to me over night. I can figure something out for the rest of the parts (Wheels, Tank, Bolts, Nuts, Rear Wing Tube etc.) Please e-mail me when this has been taken care of .

Gald to see nothing has really changed. Still no response via Phone, Not response per this forum... I really need the parts for this plane, Paul in service was of no help. No response here.. I will report this to VISA as merchandise not received as advertised.... Meet the new boss same as the old Boss ---The Who[]

Guy's Gal's
I feel so sorry for those that do not get what they order or are promised just to save a little money, my friend orders from nitro and so far has lucked out and they do hav some nice planes but i order from great planes and many other companys , what i do not understand is that the same people are doing it over and over again knowing it is going to happen again, all i can say is that i really do hope that you get what your told you would get specially for the guy that is leaving i hope that he leaves with his plane

Hi, we have sent you the hinges today and you should receive it shortly. Please understand that it is the holiday season now, which is also the peak time for us. We ship over 1000 products a day and most of us are staying till 2 AM everyday to handle urgent customer requests like yours. And honestly, we place all of our NitroPlanes customers as our priority and do our best to fix up any issue that may occur. But you know, it hurts to hear a repeat customer like you threatening with chargeback (especially after we promised you a replacement fuse and wing for your Yak which will come in next week)....In any case, if you are SERIOUSLY NOT SATISFY with your purchase, you can always return it (unused, in original package) for a full refund...you shouldnt threaten with chargeback....But again, i may understand you still havent develop trusts with us....this year and every year from now on, we seriously do our best to take care of problems customers may have...it may not be lightning fast, but it'll be done in a timely matter

What are you talking about? If you have any concern, just share it here so I can show this to thebosses and the guys that runs this company...and this is EXACTLY the reason why we have this thread...so I can see level of frustration customers may still have in our products....

I think your doing a great job hee showing you really care about your customers. Have you had a chance to look into my problem I'm having with my OV10E kit? I sent you a PM about it, have you read it yet? thanks for your time....Mike

Dear Mr. Cleverly,

It would be nice if you do not post this kinda request here...Your post makes it seem like we have a problem when there isnt any! ...it also hurts our reputation when that's like what we trying to improve here! ...anyway, you were never charged for 2nd day because the Cessna 140 is a crazy oversized item...the actual cost wouldve been like well over $100 for us...and because you live in AZ, it only takes a day or two to arrive.... You were ONLY charged 19.49 on shipping....

In the future, when you have concern, seriously JUST send an e-mail...we have people go through them...and we NEVER intentionally attempt to rip anyone off...wahtever bad things happen, we call them bad luck only...and it's always UPS or FEDEX giving us 80% of the BAD LUCK....

Hi, I saw your picture just now and checked our Customer Relationship database and Vincent is working on your case already. If you can be more patience, he'll dig up the parts for you and ship it out whenever he has a chance. Basically you can build on it and you should see it in time for flights.....Everyone is working around the clock to take care of like 1000 orders a day now and I'm still here at work, 10:55 PM...

If you have an order # for me, i can check for you....or actually, email to [email protected]!

Nitrostaff1
I do understand that you are very busy at this time of year. I even stated that to Paul when I called, I was very polite and cordial towards him. What set me off was when Paul told me that he would personally E-mail me 2 days ago and let me know the status of what was going on. When I did not hear back from him I placed another call and spoke with another gentlemen that said Paul would get right back to me. Again I heard nothing. This is what set me off, I know that you have gone out of your way to help with the YAK and you can do nothing until you get the parts in So yes I was wrong to bring that issue up.. But you must understand that I am also under the gun to get this plane done for our club founder that formed our club over 25 years ago He is now leaving and I wanted to give him something at our Christmas / Going Away Party. I am truly sorry to vent my dirty laundry so to speak in a public forum but it is at your request that I and others post our issue here in this forum --- What's Wrong With Nitroplanes--- along with questions that we need answers to. Thank you for getting the parts send out so fast. Hopefully I get them tomorrow so I can wrap this plane up. Again this was not a reflection of the plane kit as you would have no way of knowing that parts were missing, it was simply an issue information flow...
By the way for anyone looking for a nice looking very well built plane the CMP Giles 202 - 140 is an outstanding value for the price.

That is great news!!!! I can say right now that I am VERY impressed with your customer support so far. Being here to talk to us lets us know we are not standing alone,,thanks again,,,, and I will look forward to doing more business with you.....happy holidays to you and yours,,,,Mike

NITROSTAFF1
Just as you promised the parts showed up today... Thank you again for taking the time to deal with this in the middle of your busy holiday schedule...

Glad you got takin care of in time (I hope),,,these guys seem to be really trying to do right by us,,hope it keeps going that way,,,WAY TO GO NITRO!!!!!!

Got an email today from cust. ser. They sent me a copy of the manual, and confirmed they would send me new parts to replace the ones in my kit. ,,
THANKYOU FOR THAT!!!!!
This is how you make a company number one,,,,everyone makes mistakes or has problems of some sort, it's how you FIX those problems that counts,,,kudos to NITRO from me,,,,,Happy Holidays,,,,,,,

Order # 131103
broken and missing parts
CMP P-51 1.40
Broken and melted looking main gear inserts
Missing CA hinges

Please send repacement parts

Thank you Dave

Hello Nitrostaff1:

Yesterday I purchased/ordered your FW 190. From the pics on the website, a great looking aircraft at a fantastic price (I truly hope that the price doesn’t reflect the quality of the kit or the performance). I was a bit frustrated with the transaction because, although I e-mailed you twice to try to determine the cost of shipping (and you provided responses/solutions), I still had no success. Even a WAG (wild $ss guess) would have been sufficient, but nothing[] So, unless this model is out-of-stock (a concern of mine), it should be coming my way soon and the shipping fees will be a total surprise. I live in Ontario, Canada, so that may the reason for the lack of shipping info. None the less, accurate shipping information to an address north of your border would be most helpful in determining whether a kit from you will be purchased.

Merry Christmas to you and the Nitro staff.

Peter

Addendum to my above post:

When I returned home from work today, I had received an e-mail from Nitro Planes. They informed me about the shipping fees for my order and, before the order was finalized, wanted me to confirm that the costs were acceptable. They were and the transaction was completed. Thank you Nitro Planes. Nitro Planes, I do stand by my original observation/recommendation that shipping info, even if only an educated or historical estimate, would be most beneficial to the Canadian consumer. I'm looking forward to the arrival of my FW 190

Cheers,

Peter

Seems like they're trying anyway,,,,dat's a good thing,,,

To NITROSTAFF1
RE: order # 131103 Broken and missing parts

Three e-mail's, two phone calls to nitroplanes and guess what?




NO REPLY

Dave

Try a PM to nitrosaff1,,,but remember (this is no excuse ) it is a VERY busy time of the year for retailers,,,