FLY EAGLE JETS CUSTOMER SERVICE AA++
 

ALL I HAVE TO SAY IS WOW!!!!!!!!!!:D

JAMES CHEN AND THE "FEJ" TEAM ARE JUST GREAT.

THESE GUYS ARE AWESOME, THERE ARE SOME VERY SERIOUS LESSONS TO BE LEARNED FROM "FEJ"

CUSTOMER SERVICE IS ABSOLUTELY SECOND TO NONE. THEY BUILD A VERY STRONG PRODUCT

I had a cartwheel with my FEJ F16 1/8 this weekend and she rolled over twice before settling upside down.
This was total operator error, I aborted the takeoff due to lack of speed and at that same time the plane
became airborne and lost speed very quick and hit the grass straight ahead.:(

THIS IS THE TESTAMENT TO THEIR PRODUCT THE ONLY THING THAT BROKE WAS THE NOSE CONE AND MY
NOSE GEAR " UNBELIEVABLE"

IF ANYONE IS CONSIDERING WHETHER TO TAKE A CHANCE ON "FEJ" DO IT!!!! THESE GUYS WILL BACK THEIR
PRODUCT UP MORE THAN THEY HAVE TO AND THE SAYING" WE ARE NOT HAPPY UNTIL THE CUSTOMER IS HAPPY" RUNS THROUGH THE CORE OF THEIR BUSINESS.

I have had the need for a few replacement items to finish the F16 and there is never a question of WHY!!! but rather "what is the address so we can we ship the items" AND GUESS WHAT ALL ITEMS HAVE COME "AIR FREIGHT" IN 4 DAYS TO MY DOOR FROM THE ORIENT.

BESIDES THAT THEIR PLANES ARE AWESOME AND THE F16 FLIES ROCK SOLID.

AND FOR ANYONE QUESTIONING MY STATUS, NO I AM NOT A FEJ " REP" I AM JUST A REGULAR RC NUT

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

WOW, THAT IS AMAZING, THE COMPANY SENT YOU PARTS THAT WOULD NOT WORK WITH YOUR BRAND NEW KIT, AND THEY REPLACED THEM, INDEED, THAT IS FANTASTIC CUSTOMER SERVICE!

Or, is that just regular customer service? I have a couple of questions, how many bad parts did they send you with your brand new kit? And do you really consider it "Great customer service" that they replaced bad parts they sent you? To me, that's just regular run of the mill customer service. Did you know that almost every thread I read about FEJ, indicates the customer was sent parts that ultimately would not work?

Anyway, I don't want to mark FEJ as a bad business, quite the contrary, I want them to succeed, but I find a lot of irony in those that claim they have "Great customer service" and then in the same paragraph tell people they were sent parts that don't work, and Gee, golly, they must be good cause they replaced the bad parts.

I'm glad you were able to salvage your airplane from what must have been a hair raising tumble :D

By the way, the condition of your airplane after the tumble had a lot more to do with the physics of the tumble, and luck, than the construction and layup of the airplane. There is nothing wildly different in the layup of that airplane, and just about every other arf jet by any manufacturer out there. just so you know. Not to take away from the fun you are having, just from an knowlege standpoint. Congrats on your jet, sounds awesome.

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

I have to agree with Sean on this one. As I said several times in other FEJ threads, Jame's responce to requests for replacement parts was second to none. The problem was that the replacement parts suffered from the same problem as the original parts. I finally wound up having to replace those parts with some from other manufacturers that would work and all of a sudden, the price of my jet was equal or greater than that of the ones from the other manufacturer.

I does appear, right now, that the bigger, newer FEJ jets are having fewer problems than the earlier releases, so maybe they are learning...

Bob

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

Gents,

we are talking about the cylinder and other air-stuff ?

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

I assume you are asking me that question, I have no idea exactly what parts, there just seems to be a trend of guys ordering FEJ products and having to get replacement parts because something was sent that was not right. Are you Eagle Driver suggesting otherwise?

Some guy paid me $200+ dollars to retrofit his FEJ Landing gear to use new air cylinders. Are you guys going to reimburse him? I tell you what, he'll never have an air leak again in his retract mechanisms. I genuinely felt bad for the guy. I can only assume that the leaky cylinders he had, were replacement cylinders. Regardless, I took care of your customer.

Oh, and don't get me started on the strut retrofits I'm doing.

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

[size=2]Sean,

I have read many of your posts here on RCU and I respect your opinion, you seem to be in the know
and have good points to make on your posts.

As with your post here I agree to a certain extent that why do I need replacement parts in the first place.

What I will say here is that FEJ is still as of today a fairly new company and I for one believe
they are trying very hard to please some of the most harshest critics out there.

Their parts have had issues, yes I agree, and I am sure they will continue to have issues in the future,
I don't believe any company is flawless.

All I wanted to disclose is the simple fact that these guys will bend over backwards to solve the problem.

There are companies out there that will very quickly blame us the builder/operator for doing something wrong in the
installation and that it is not their responsibility to replace or fix the problem.

This is where I believe "FEJ" stands out, I never meant to imply they have absolutely flawless models but hey neither does
Skymaster or any other supplier.

As we all know we are all very picky on the products we buy, and by all means we should be, consider the
money we spend on these models.

So with that in mind I wish "FEJ" the best of luck in the future and I sincerely believe that they will become a strong competitor
in the US and World market for Turbine Jets.

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

Sean,

i know about all that isssues with the cylinders. And of course it`s a Fact that there where a lot of mistakes done by the Factory.

The Point is: FEJ bought all that Cylinders from another Manufacturer. FEJ told them more than one Time to resolve this issues
or they will stop doing business with them. No positive feedback. They send leaky cylinders ... one charge after the other. So all
replacement cylinders leak also.

6 -8 weeks ago FEJ stop business with this manufcturer. They bought own cnc machines and now they produce their own air stuff.
All replacment cylinders they send ME from that Point dont leak and they all work fine.

Thats why i ask ...

BTW, thx that you resolve most of the problems for the guys during that time

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

Sean:
Bro for what I am seeing here as an attack, I had to change my bolt on the front of my F-16 and the company has know about it for some time, talking to other, I hate my gear doors and have spent more than enough time on my gear doors and had to replace air cylinders my self. Will not tell the company that I got it from. You see that is why people stop replying on these threads, Dude if the guy is happy why stamp the crap out of it. This not an attack and this is a new company and trying dam hard to do the right thing. There are guy's around here that have purchased 5 F-15 and 50% of them had bad cylinders, They were replaced and life is good. You have come into the market place and have been a real blessing in helping folks get things they can not get anywere else. Keep up the great work

Dave

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

Dave, you have to admit, the guys second post made a heck of a lot more sense than the first.

I can respect the responses here, and can certainly appreciate that they have made changes to make things better. While I have been helping guys on here, I DON'T WANT TO! I want the manufacturers to get it right, and I will continue as long as I can to make certain that they know someone is continuing to fix THEIR PROBLEMS.

Everything about what I do in this hobby lately is because of problems I found as a normal RC Jet guy just trying to buy something at a good value that works.

Some guys on here like Composite ARF's gear, and some guys on here can't stand it. I do not really understand those that like it. Maybe they have been fed such crap from the manufacturers that their standards are low.

You guys are spending a hell of a lot of money in poor economic times, if anything, you should be getting nothing less than GREAT QUALITY.

Again, I want this company to succeed, I want all RC companies to succeed ( Except ZAP ;) haha

Good luck fellas, I did not really mean to rant on this guys parade, just wanted to ask some realism questions.

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

couldn't agree more. after 8 months and dozens of ship this back to us, return you that, oops we changed this and now it won't fit that so you need to return it, etc...etc....etc.... and being out over $500 already i was asked by James to pay another $300 to return the jets to him and just get back 1/2 what i paid for them i said screw it.........Customer Service? i think not, more like trouble shooting by mastercard with the hopes that junk parts will pacify you till you get fed up and just fix it yourself or give up on the whole thing.

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

seanreit right on buddy!!!! I own one of these jets F-15C and you are right great customer service but wish I did not need all that customer service. I say get it right the first time. I had issues with a ton of stuff but they did send me all the replacement parts quickly. The problem it's all junk! If I would buy anything from them it would be like Yellow Aircraft just the shell, then buy all your hardware seperately. They all are the same and don't want to mension the rest. One word, BVM.
I drive an Acura, Dodge and Porsche guess which one gives me the best customer service? The one thats always broke Dodge!

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

and here I thought it was just me... [:o]

Bob

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

Here it is over a year now And I still have a F-16 paper weight,Thanks to Shawn the retracts now hold air.Now I have to replace the door rams because they still leak.Great customer service yah right.James says I sent you repair parts he sent 3 Rams for the air controll valves wich still leak and dont work I ended up using robart valves.He never sent me any parts for the retracts or door rams.So far spent money for the retract repair 2 robart valves and now 3 door rams.So were is the great customer service?What can be done about the bad parts I have Eagle Driver?I give up trying with James.I had an order for the Rafale but after the great customer service with the F-16 I stopped the order.

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

You know what I find funny, is that FEJ is a new company, yes there are teething problems, and when a customer has problems with a new company, people are happy to point the finger and blame the new company. But if somebody posts a problem regarding certain other manufactures (not all, but certain ones) it's obviously user error because the company couldn't possibly have a bad product :eek:

Nothing against BVM, but they have been around for years and you pay an absolute premium for their stuff, so it SHOULD be perfect. You could build 4 FEJ F16's for the price of one BVM F16 (if they were still available). I don't understand why ANYONE compares anyone to BVM. Is BVM perfect, not in my experience, but I still own 2 BVM jets and they're great. Was my FEJ's Rafale perfect, nope, but it was also only $1200 for a complete model. Yeah, I had to do a little extra work, but anytime I had a question, or needed a replacement part, it was sent to me. I can't say the same about other companies. You really want to learn about bad customer service, try getting any support from a company like Great Planes!

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

Agreed, so far my experience with their customer service has been excellent.

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

Wow!!!

Little did I know that a post, giving someone a good feedback would generate so much bad
press!!!!!!

OK guys like I said before they have treated me good, I had one of the first F16 with the problem main gear.
They sent me a brand new airplane with gear TOTAL COST $0.00 so for $1800 I now have two planes,
one spare that I was told that I could keep.

Second, I had a small buckle in my tailpipe, and I can almost guarantee that this buckle would not have been
covered under any warranty elsewhere, "no names mentioned" What did James do? he sent a new pipe COST $0.00.
This pipe buckle could have easily happened on a hot start, but no questions were asked they just sent me a new $110 pipe.

I know, I know, here we go!! now we will go in to the whole why did it have a buckle in the first place???
I don't know, and I don't really care, the bottom line is they made it right and they continue to make it right.

I had some shipping damages from DHL, I guess from DHL throwing the box from a truck.
Again no questions asked just new parts COST $0.00.

I had a kit damaged from Tower Hobbies one time and it took an act of congress to get a new plane, no one
took responsibility! UPS blamed the shipper and the shipper blamed UPS.
UPS even came to my house to verify the damage!!! 5 weeks later I had a new plane after filling out a bunch of
paper work and loads of phone calls.

The same thing happened a few years back when "Lanier" was in business, these guys made me drive up to
their office in Gainsville 177miles round trip, to receive a replacement 1/3 scale Prop plane that had serious
Mfg defects, warped wing, warped fuse this plane was a mess.

Have a CompARF "Euro" (by the way best/most fun plane I have ever flown) that had ship damage to the l
eading edge of a wing (crushed like a part missing) large dent in the nose, they told me to fix it and they
would send me some paint, to their credit they did refund the shipping charge. wow!!!!
This was a NIB order from CompArf
CompARF landing gear was right at $500 did it work?? NO (quality control)
I had to spend over $850 for Robart and Intairco gear.

Like I have stated in my prior posts I have had a great experience dealing with FEJ
and I echo what many of you have posted here about quality control issues, however
FEJ are at least trying to do the right thing, and is crystal clear that there is the exact opposite experience out there.

I guess that is just the way it is, I sincerely wish FEJ the best and I thank them for all they have done for me so far,
and I for one would not hesitate to buy from them again, and I have never built a plane "Prop" or "Jet" that I did
not have to do some modification to it, and I believe that all came down with the age of the "ARF".

I will say this I have never built or owned a "BVM" don't have enough money for those planes! but I hear if you can
shell out $7000-$12000+++ you get a great product.

So with this post I will surrender to all the bad press that this post has generated and I wish you all the best of
luck out there no matter who you buy from, and have fun, this is a great hobby.
The Vendors/ Mfg are far from perfect out there, however "FEJ" ranks way up there with the best and
this being in my humble opinion.

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

hey Funflyer,

send me a PM with your full Name and complete Adress and i will resolve that issue for you....

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

ok, here we go......
i figured out some funny stories.

FunflyerF4:

you wrote James a Mail ..... you have leaky parts

FEJ send you replacement parts and you wrote them back: Now it`s ok

A few weeks later you wrote again that the Parts have leaks also. Why you wrote before that it is OK now ???

FEJ send you replacement parts again and you wrote them back:Parts didnt arrive

FEJ send you replacement parts a third Time and you wrote them back: Now it`s absolutly ok

On 10/31/2008 you wrote FEJ again that Parts will leak also. Why you wrote a second Time that Parts are OK ?

After FEJ send you replacement parts three times james wrote you that you have to send the leaky parts back to him before they will
send replacement parts the fourth time.
After that you never reply to that last Mail from James.

Bud i always love to help customers on small issues with the factory but whats going on here is to funny.....

BTW, i have all you`re mails save on my server, if you want me to post them here pls let me know.



For all other ..... i`m always willing to help .....


Tomorrow same time i will tell the next funny customer service story ....

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

I'm quoting you and saving this page for future reference. I hope your English is not as good as it looks, because:

YOU ADMIT THAT FEJ SENDS OUT PARTS THAT LEAK. So it is not beyond REASON that someone might think it is ok, and find out later that it is not. If you guys have to send this guy 100 parts to make sure it is right, you should do it. Again this is not "GREAT CUSTOMER SERVICE" Your company sends out crap that is OF NO USE IN A MODEL CARRYING A SEVERAL THOUSAND DOLLAR TURBINE ENGINE.

And the suckers on here think it's such a great bargain. I have bought models from almost every manufacturer and I have seen the rest. I'm no expert, but I do have an eye for something that was manufactured to a level that can take going to the field and pumping out 10 flights in a day and not haveing to wrench on your airplane. Are you guys putting out a product for the imperfect flyer?

The airplane I manufacture has been ready for sale for almost two years. I have not offered a single one for sale because it is not ready for the lowest common denominator out there. Is your product?

I'm an imperfect RC Jet Pilot. Sometimes I have hard landings, I designed a landing gear system that can handle that. Did you? I can tell you this, on the gear I developed in my garage, I have not had one single landing gear failure in over a year. Titanium struts, homemade retracts, no bent side frames, no broken trunions, gear came down every single time, I lost a wheel once about a year ago, and started developing my own wheels to prevent that from ever happening again.

GET IT RIGHT, AND THEN SELL IT. Stop everything if you have to, go back and get it right. Of course, realism will come in and you guys are too far along to do that, but damn, how much is enough enough and then insult this customer in a public forum. You guys will never see a buck from me.

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

Sean,

i dont want to fight with anyone.

But the point is: Why he said two times that it is ok now ???

I will help him to get new stuff and received a lot of Mails that told me another story.

To my english .... not the best .... but we can discuss in german if you`re able ....

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

I can imagine that your customer would get so frustrated with send me this, I'll send this back, by the way, did you offer return shippig fees, and including paying the customers time do that? my time is worth several hundred an hour, and now I have to go figure out how to return some piece of crap gear that you guys send me? Wow, where is fine print on your website??? It is amazing how many of us in the RC Jets have discovered that the manuf expects you to take this, and you guys take it on the chin because you got a "good deal".

A good deal is they send you someting that works as advertised, the first time you tried to use it. No tinkering, the CG they gave you was accurate, the throws were accurate, everything is repeatable, if you brake something, the exact same part comes back to you and fits as perfect as the first.

This is the only way we should be doing this in my opinion.

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

No thank you, my ENGLISH is so bad, I'm surprised you an understand me :D I have differeing opinions of some, but respect all turbine modelers in the world, please don't take my criticism as personal attacks, I am attacking your company business practice, not the people of the company.

I'm thrilled there is another model supply company, and I want you guys to succeed. I just hate my fellow model guys taking it for the team, and for what? It's not that hard to get this stuff right, it just takes time and money. So do it already!

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

Sean,

i don't take your criticism as a personal attack. Never .....

In Fact there are a lot of Cylinders that leak. No Way out ....

Other fact is that i never received a leaky cylinder from FEJ .... Fact .... and some luck :D

My Point is that I´m always willing to help disapointed customers .... but in front they have
to tell me the complete truth.

when i spend my time and all what i figure out are some lies .... you got my point ?

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

On the FEJ F-18 thread, several experienced modelers said that they didn't mind being "beta testers" and having to fiddle around with the models a bit to get it right because the prices was so cheap. That's all well and good, but there are a lot of guys out there that are getting these models as their first, or second model and are having problems that they clearly don't know how to deal with. Then there are guys like me who do know how to deal with most problems, but the time and expense, as Sean mentions, to do so, is not worth the effort.

I have two FEJ models, an F-15 that is flying with mostly non-FEJ air parts (i.e., add +$400 to the price for the replacements) and constantly repaired wings (the balsa inside is like Depron foam), and a Rafale that I haven't built yet. For now, that's enough and I'm sitting back (actually buying other manufacturer's models, truth be told) waiting to see if the FEJ quality comes up to at least the minimum standard. For one thing, I'm waiting (and hoping) to see that the wings stay on their big models when they get over 50 lbs...

Bob

RE: FLY EAGLE JETS CUSTOMER SERVICE AA++
 

well i sent you a PM about my disappointments with FEJ, let's see if you are a man of your word.