Hi all...

I have allways got quick responses by mail from RCC but in the last time the response hav'nt been there....I have ordered one of the custombuilt Jagdpanthers and as far as I know it should be finished, I got a picture of it for a week ago but I have´nt got the invoice yet....

Have any others encounter that problem ore knows if they are on vacation or something like that...

I know what you mean. I ordered a panzer 4 a week ago and tanks and shipmeants normally arrive to me in 2 to 3 days. Its been 4 now and I havent recieved it yet so im wondering what is going on also.

I had an order that took only three days to get to me last week.

Bill might be on vacation. I'm sure he'll get in touch with you soon.


Don

From what I know Bill was at a funeral earlier this month and I think he just came back from vacation last week.

Bill is generally very quick with his shipping an responses, but quite a few of the items he carries instock have been slow comming from the manufacturers. Asiatam and HL included. He has told me on more than one ocasion of this problem so try to be patient. He will still get you your stuff as about as fast as anyone can. The fact that they Do TEST every tank before he ships them can affect the shipping time also.

Got an answer from Bill today, he have had a loss of a close family member...and in such a hard time it is okay to spent time with his family instead of answering e-mails from a dude in Denmark...
lets us all pay respect to Bill and his family in this hard time...

Hey Bill sorry for your loss and Family comes first

John

Well said John and I would agree.

Ditto from all of us!

Removed by member.

One should only hope a person would not treat you this way if someone close to you passes away.

It's a toy tank not a matter of life and death. Bill's is a small shop, he does what he can.

do you personally know what he's going through or what happened to him? I highly doubt it. It continually amazes me how selfish some people are.

I got my order in a week, and I'm abroad. I'm sure Bill will handle your orders.

Happy Tanking!

Sorry to hear of your loss Bill.
wayne

I'm surprised vendors are even willing to sell to people.

Every single vendor out there that has comparable prices (Mato, whoever was/is in CA, etc) has seen the EXACT same lambasting that RCCommand is taking right now. Big fricking surprise. We are certainly predictable creatures.

While I'm sure people have legitimate complaints, any vendor that gets overwhelmed for whatever reason isn't going to be able to keep up. But people aren't willing to be patient. If you think that's a fabrication, I would dare you to review how many threads include how long shipping takes.

Did Bill sit down and draw up the plans for the battle unit? Does he solder them in his garage? Does he paint all of his tanks? Does he assemble them? Does he have a call center staffed 24-7 to deal with customers? Are all of his vendors 100% on time and responsive instantaneously when one of his customers asks a question he can't answer? I would be willing to bet no, and that's out of his hands. How many vendors does he have a choice of dealing with? 5-10 at most?

I can tell you every time I've dealt with him he has been courteous, and has bent over backwards to work with me. Sure, I've had problems (edit: to clarify, none could be blamed on Bill, but shippers, HL, my own incompetence, etc), but I've had problems with places that I spend tens of thousands of dollars with too. Heck, people get $40,000 lemons! Since I don't stake my life on these $100 chinese toy tanks, I think I can deal with a slow response or two.

If you think this trend with small businesses having growing pains or customer service issues is particular to the RC tank world, you have been living under a rock.

I'm not saying this to attack people, even though its in response to attacks on a persons business. I certainly get help here that I can't get elsewhere, and I appreciate the time people take to help me, along with the time Bill has taken for me. But it really annoys me to see this sort of pattern play out over and over again (and it's not just the RC tank world BTW), and *I* certainly hope folks don't force vendors to decide that RC tankers are a bunch of jerks not worth selling things to.

i agree to this.. maybe you guys have the right to complain but 1st why dont you try putting yourselvs to bill's feet? would you not spend time with ur family after lossing a close family member rather than answering emails? I DOUBT IT... and i know the majrity here have families... and you guys should know better.. we are all adults here... think like an adult and act like one.....
if you guys decide to buy tank from another source go ahead. its a free world...

AMEN TO THAT!!!!

My thoughts are with you and yours Bill.

Give the man some space. My family always comes first and I am glad to see most other RC tankers think the same.

I have been know to defend Mato in the past, it it is only fair I speak up for RCcommand as well. I retailed model railroad equipment , and I know how some consumers are absolutely unforgiving. There is a saying I will share with you guys. If you want to spoil your hobby, try making a business out of it!!!!!!. My dear wife finally showed me the light. Give up on the hobby business she says, just spend your money and enjoy it, so I did. The few bucks I guy makes does not make up for the unbelievable hate mail some people will send. I am sure there are days when Mato/RCcommand and others just what to throw in their cards and give up. If they do, it will be us who suffer. Look at the Flac Mato is getting over the Sherman, and for what. They haven't even taken anyone's money yet!!!!!!!.

Apparently Bill has had some personel issues, and perhaps his own success is causing some issues as well. If people could just relax a little, and give things time to work out, they probably will.

IT is important to remember however, business's are being run, and top priority needs to be customer service. People only have so much patience, and then they will shop somewhere else. Bill needs to address some issues or his business will suffer. That is the ugly side of retail. I don't care who you are or what transpires in your life, when you start accepting other peoples money there is some responsibility and accountability expected. Mato grew and hired people to make the business run regardless of what Murphy is up to . Down side is personal service disappears and you don't always get knowledgable answers from the employee's that you talk to. Bill's busniess may be at a cross roads, where he has decide to go big or go home. It can be a very tough decision.

I believe in being patient and forgiving for the odd transaction that goes FUBAR. However two or three Fubars, means problems are surfacing that you might want to be careful over. I totally disreguard the odd complaint from any retailer, however when a pattern starts to develop, I start taking notice.

With RCCommand the following has been reported

Poor communication
Longer the expected shipping
THe whole RCC battle unit/Darkith issues, and problems with the RCC.

So for me I see some bogeys on the radar, and I am looking for some communication as to what might be going on. IMO Bill needs to address some of these issues, or business will suffer.

I think a little patience needs to be shown to Bill if he has had some personal issues conflicting with the business. However once you take someone's money certain expectations follow. An automatic email response suggesting people try back in a few weeks would be better then accepting money and not dealing with the service that is expected.

THere are two sides to this story, and understanding both positions, makes it easier to be rational. I will wait and see how this all turns out, before I take shots at Rccommand or another Forum member who is upset.

removed by member

You created a label for yourself when you made the post. You opened it up for discussion and critique when you posted on a public forum. You made your observations and I and others made mine. That is the way of the world. I am sorry if this angered you but it is what it is.

I also am in the RR Hobby as a hobbyist only. I have seen and know that RR fans, especially in the HO scale are the most hardcore and unforgiving in any hobby. God bless anyone who has to deal with some of these people. I do not even bother frequenting RR forums for this very reason.


I will say that is probably the most fair and reasonable thing to say/do.

I'm glad to see so much support for Bill and RCC. I know of the troubles that have been occurring in the recent past and I have the deepest simpathy for Bill. These small RC biusnesses are like a bleeding fish in the water with sharks all around sometimes. A couple of unfortunate events and it seems everyone wants to slam them. There are some issues that need to be addressed like YHR says but I dont think it's anywhere near time to pannick and give up on the guy. Bill has done some great things for the advancement of the hobby , and for a small seller has in my opinion gone far and above the call of duty in most cases.

With alot of the technical problems bubbajoexx is always available to help. He is very involved with Bills tech. issues and is always willing to help. I have on more than one occasion gotten personal TELEPHONE calls from Bill and bubba to sort out problems , so it's not fare to say that they will just sell you the parts and leave you on your own. Try getting that type of service from Tankzone or some of the other retailers.

Just with the HL tanks we all purchase there can be problems that need to get worked out even straight out of the box, so why would it be not likely to have a problem with any part someone else manufactures that Bill sells. It just happens. Give it some time and give the guy a break.

A;ot of use wouldn't even be in this hobby if it weren't for Bill and others like him.

I too have to speak up in support of Bill.

Yes, he can be a tad slow to reply at times, but he eventually replies. Does BYA reply any more? Nope. Just be glad RCCommand is there... otherwise its MatoMart, as they are now called, those extortionists at TankZone in the UK, or direct from the various diustributors like ImperialModellbau, SchumoKits/AxelModellbau, etc.

I told Bill about my 'short track' issue on my M41 chassis (73 links, needed 74) and he went so far as to send me a WHOLE track (another 73 links) Now I admit that a few of the links were damaged, but heck, I expected no more than a dozen links! AND he shipped 'em no-charge. And he got back to me on the 'loose running chassis' issue when Mato was dead e-space (still looking for a T34 roller-chassis)

I'd rather have SLOW service than NO SERVICE, thank you very much. Or worse, have pre-paid for something, and not gotten it (shades of BYA, & others) Remember - he isn't a proper company like MatoMart, which is actually a daughter-company for ShantouMato in China. He's just one of us who thought he could make a go of reselling HL tanks & support gear for us. And unlike a former 'small business' (remember Dave4What?) he IS competative with the Asian and eBay sellers, so unless you want to have to pay much more to have it shipped from outside the US, give him a break.

But YES, I do agree he should arrange for some e-mail backup when situations arise to pull him away from his e-mail access. Perhaps someone nearby with some spare time would be willing to volunteer for a price discount, hmmm? I would do it in a flash, but I'm nowhere near enough.

Just my 2% of a Loonie,
WhiteWolf

First, I'd like to offer my thanks to all that have shared their support during the recent weeks.

Some of you know, first hand, what has transpired and affected our response times to questions received mostly by email, but some by phone. Those that didn't know, first hand, are aware from the forums.

I'll respond, in bold font (within the original post), to some of the concerns/questions:


Posted on RCU on 7/25 at 4:10pm


Posted on RCU on 8/1 at 3:41pm


Posted on RCU on 8/2 at 10:33am



Again, I'd like to thank all of you here on this thread, as well as those of you that have called or emailed, that have offered your support and patience over the last month or so - it is duly noted. We will continue our efforts to provide everyone with the best possible service.

Regards,
Bill

I want to offer my public apologizes to Bill. It appears he answered my emails. so the issue may be he did not receive all of my emails as there are some i have a record of that he did not list but he can't be held accountable for and he certainly is trying so i will suck that up. SO i slap my mouth! Other issues i will try to work out.