RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

ANYONE have the street addres for nitroplanes

I am fed up , going to use the LAW , see if they can ignor them!!!!

Dave

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

What's a LAW?

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

John wayne ya he is a law man, sometimes or a fellow i hear say clint east something

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

Hear ya go

Sick of the run around from nitroplanes

Los Angeles County Department of consumer affairs (213) 974-1452

Office of the Distict Attorney
County of Los Angeles/ Bureau of special operations consumer protection division

201 N Figueroa street suite 1600
Los Angeles CA,90012-2660

(213)580-3273


This should help.

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

Whats wrong??

Try returning a phone call or reply to an E-mail and you would not need a (whats wrong with Nitroplanes )

I am very pissed at this point!!! To be compleatly ignored when there is a problem is just WRONG!!!!!!!!!

RE: order #131103
Broken and missing parts

Dave

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

ordered the 73" p40 and requested that they not send the plane if it was not the weathered plane as pictured in their early pictures. they sent it anyway. plane is advertised as having flaps. not this one. whats up with that? after looking at the plane it would be a keeper if it wasnt for the missing flaps. then after taking the tape off of the chin couling i found this lovely patch work on the fiberglass to repair a crack on the front lip. not sure what kind of repair this is but I really hope you guys can resolve this. emailed your company twice and no response. see photos. merry christmas

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

Looks like you got an outbreak of herpes there. Better not kiss it! Tell Santa Skyshark.

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

After 8 pages of those complaints I think I'll keep getting my stuff from my local hobby shop and, when they don't carry it, Horizon.

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

Hey Doc
I got to agree with you, maybe they pay a little less money but when i buy a plane like the cap 232 sport not only was everything in the box it was packed great no missing pieces and a very beautiful airplane i have never had not one problem at all, last week i blew a new prop on my ys-160 and i emailed them a few days later i got a new prop, i love the wooden prop never had a problem with then unless you nose over then it would have been my problem, i have ordered from yellow aircraft and so many other companys and not one time have i had a problem and what really gets me is the ones that are complaining order another, some get nice kits most do not, but we all order where we want to i am just glad that i have no problems like and and never have had one problem with other company's. Each to his own.

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

DONT WAST YOUR TIME AND MONEY WITH NITROPLANES
They sell defective crap and treat Us the same!!!

AK MODELS has all the CMP planes and more , They even stock spare parts and guess what? they answer the phone.


http://AK-MODELS.COM

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

I've ordered from AK before and had a delightful experience. Even though one of the main carbon fiber gear on my Giles-202 1.40 was broken, Alex sent me a complete set within a week or so, as soon as it got to him from China.

I bet if Nitroplanes put up numbers of good transactions vs bad transactions, we'd see that the bad transactions are by far in the minority. This is a particularly bad time to get baseline numbers due to the holidays, but it would certainly be their worst case scenario. I would expect that as things slow down from January - April, their percentage of satisfied customers would increase as they have more time to QC their deliveries and HOPEFULLY ESTABLISH SOUND QUALITY CONTROL PROCEDURES in this slow period so that they drastically reduce the number of missing parts and suspect packaging more prone to abuse. Once the box leaves their dock in as good condition as possible, it is out of their hands just like it is for every other vendor. However, when the package arrives, if every part that is supposed to be in the box is in place, even if the contents were damaged due to abuse of the courier, we would be less likely to put blame on Nitroplanes. At least that shows the customer that they did everything possible to get us our complete order and if the quality of the packaging is what I hear it is, then the only one we have to blame is the courier. Hopefully that will reduce the total number of bad transactions (some of the bad transactions are due to poor QC and some are due to courier damage) which will give them more time to handle less volume of complaints, which results in shorter response times for us, the customer. It can be very simple.

It is admirable that they are working long hours trying to do everything they can to please everyone. They have no choice if they want to stay in business, and that's part of being in business. Poor QC has gotten them into such a big hole right now that there is nothing they can do to appease everyone. As a result, they have lost customers, they have lost money, sleep and everything in between. They have accepted that and have continued to move on knowing that if they improve, things will turn around. Right now, they are taking their lumps as are many us. Once the dust settles and if they are still breathing, many of us will try them again to see if they learned anything and were able to streamline their process which is currently in horrible disarray. One big advantage of our relationship with this company is our ability to influence the manufacturer as far as design goes. Granted, proper testing and evaluation (budget permitting, which will take time) will solve the majority of design flaws, but some things still leak through the cracks. Apparently the manufacturers in China have learned that by making very small design changes which cost very little, sells more crates of airplanes. We've seen it through AK-Models (Alex also has a forum similar to this one, but it has been inactive lately, perhaps due to less things to complain about because this worked for him), and we've seen it with Nitroplanes. Feedback is a great thing and benefits all of us.

Anyway, just my thoughts. I personally will likely wait until the dust settles to see if things improve. I don't want to add to the current mess, although that's the last thing Nitroplanes wants to hear. But, you must sleep in the bed you made, that's business and that's life. Show me some improvements, show me less complaints about QC issues that are in your control, and I will SHOW YOU DA MONEY!

Sincerely,
Gary

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

Hi Gary,

Just some info:

My shipping box as well as the box inside where perfect No damage not a scratch!!
It was clear to me when unpacking, no concern at all went into selecting quality parts for this kit.
Cant blame the shipper for missing and broken parts on this one.

The real issue is the lack of support from NITROPLANES, I have called so many times I have lost count, many E-mails with not one reply, you can look on this forum NITROSTAFF has not been active at all
They just do not care.

They will never get another dollar from Me!!!!!!

Fed up

Dave

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

Gary:

A thoughtful and well-written post (key excerpts above). However, since AK and Nitoplanes use the same manufacturer (I assume), AK's apparent success can't lie with actual product, QC - it must be that they are more responsive to the customer. Correct? Anyway, I too am willing to give them the benefit of the doubt and will let my recent order stand.

Peter

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

Dave,
You're the one threatening to call the cops (or have done so already). I would guess that you're one of the ones that they are considering an "acceptable loss". They should've nipped it in the bud when they had a chance with you, now they're paying the price. My guess is, they are so overwhelmed with complaints at this point, they have to pick and choose which ones they can satisfy (i.e. gambling on which ones will make the least amount of noise when not satisfied). Obviously, when they "gambled" with you, they lost.

But, I agree with you, there is a lack of support. It is likely due to the fact that there is just too much for them to handle at this time. Add to the fact that they are still taking orders and they need to also satisfy their new or returning customers. No doubt, they've got a giant task ahead of them. But, like I said, if they can make it through all this and establish a positive reputation despite the rocky road, I may give them a try in the future.

I have a feeling that even if they make it right with you, you still won't go back to them with your business. If that is also what they are thinking, they have no real incentive to satisfy you (the address of Jonny Law in the post above may have sent them running for cover though). However, they would be wrong because all of us will know what happened (you'll tell us for sure, good or bad) and that will also affect our decision as to whether or not to trust/buy from them. I'm sorry to hear that you have been treated this way and I hope they find a way to make up for it.

Gary

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

wesson,

That's a very nice thing for you to say, thank you. Of course, it's really easy for me to say all this from the outside looking in. If I were in Dave's shoes, I'd probably be just as frustrated.

Gary

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

they could not handle the orders before christmas what makes anyone think that during that time of year that they can do any better it is only going to get worst, they need better and more people working for them that knows how to take care of things and the problem would go away, my guess is the people working there could care less they need to get some steady people in there maybe give them a raise that always gets things moving, i do not see why it is so hard to handle a business if you have a good staff working for you

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

Come on Nitroplanes (nitrostaff1),,,you have a chance to make a difference in how your customers view your service,,,,make a showing ASAP after the holidays,,make things right for everyone and it will pay off ten-fold,,,,

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

UPDATE

RE: order 131103

Three E-mails today from Nitroplanes, someone is all I can say (no name at end of E-mail) trying to help from Admin@nitroplanes, still no contact from support.

At least someone at nitroplanes is trying , for now this is a good start

To all who have been following my adventure, THANK YOU.
To be fair ,I will keep everyone posted to the end.

Dave

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

OK GUYS!!! I"M BACK TO CONTROL THE FLAME ONCE AGAIN :D

I'm very sorry I have been away for a while but just too busy for the holiday that some of us just didn't have enough time to come to this board....besides nitroplanes, we have tons of other business and have been flooded with thousands of orders each day..and i'm sorry that some of the phone calls went unanswered...we've been flooded with calls for the whole month of December and this year we just don't have the type of phone system set up that can cater to everyone...however, we're building up a corporate phone this year and hopefully it'll be done early 2007 and by then we should able to take everyone's call :)

We totally understand the importance of customer service (otherwise, i wouldnt be here stressing out :D)....just that YES, WE ARE SLOW AT TIMES but in no ways are we avoiding any problems...today i will be taking care of everyone at RCU....including wuthless (the OV bronco), gotsky (you can come pick up your fuse anytime this week), DAMROADHOG (taking care of you definitely), and just gonna go thru my inbox of praise and criticisms .... :)

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

Very unlikely that a Co. filling thousands of orders a day can provide good service.

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

The replacement 3D's Green Mini EMT008_GreenHeli also 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 package. ...Huge disappointment for Xmas.

I pointed out on my first return that the skid landing gear wasn't strong enough to anchor the product and requested the replacement be tie-rapped through the body.

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

I e-mailed NP the day before Xmas about a part I needed.

I got an e-mail back the day after Xmas telling me that they were out of the office until the 27th, and that they would look into it for me.

Sure enough I got a helpful response via e-mail that day.


At times their responses haven't been immediate, but they have always been timely, usually within the same week.


So for anyone following along....

NP seems to be a 4-6 man operation to me. As such they have little (to no) support staff, and handle problems as they are able to.
In return for their low overhead, their planes are fairly well priced.

Be aware of this when you purchase, and also be aware of this when you have a problem.

You may have to be persistent and patient to get resolution for issues such as missing parts, especially on planes that are no longer or low in stock.

I've had fairly good experience with them thus far.

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

Hello all, I was able to go and pick up my NEW and improved YAK 52 ARF parts from Nitroplanes today just as NITROSTAFF1 said I could. The new tails are built VERY strong. They used very strong wood this time around so tails folding up should be an issue no longer. Just wanted to give an update to my situation.

Their facility is a large warehouse with about 8 people manning the phones from what I could tell.. While I was there the phones did not stop ringing... They were all very busy... I would like to encourage everyone that has an issue to give them a chance, so far my issues have been resolved within due time.. It may not happen over night but it will get taken care of... Some helpful hints.. Be very clear in what it is that you need, remember that some of the folks working there are young and still learning what everything is. My example is the young man that did not know what hinges were... Yes it might be frustrating but they are not Tower Hobbies or Global or any other big name.. They are a company that is supplying very inexpensive models to us the consumer. They don't build the kits or package them they are the middle man between China and you.. There company got so big so fast that they are now playing catch up with staff issues... Give them time they will get it all straight.. And just keep in mind that the more overhead you have the more you must sell your product for.. I think they are just trying to find the happy medium right now..
Happy Flying

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

Thanks, I wasn't too far off the mark.

RE: WHAT'S WRONG WITH NITROPLANES.COM?
 

Hi

OK , I will eat crow.

I have to say I have been treated very well in the past day, Five E-mails from nitroplane staff just today, sending pictures to verify the parts I need before they send them.
I do not know who this is because They leave no name, but they are really trying hard

I dont know what happened but what a change , Great for US and them

At this time I will RETRACT my statement and I will buy from them again( hopefully they will still sell to me after I beat them up )

This is my observation
They make it easy to place an order
They have great tracking on shipping
They sell cool planes and we all know what we are buying or should and the planes are a good value
They just need a little mor help and we all know where

I will give em a break, they are trying

Dave