Hobby-Lobby Service - EXCELLENT [Archive]

ScYcS

Jul 20, 2009, 02:13 PM

Well, here is my little story with Hobby-Lobby.

I don't even want to make this a novel or anything, just want to let you guys know that Hobby-Lobby is first rate in my book for customer service.

I recently ordered and bought a F5E Tiger RTF Jet (made by J-power) from HL. The plane arrived and i assembled it only to find out that 2 servos were only working in one direction, 3 of the 4 control linkages were broken and the battery didn't discharge satisfactory (or the motor not performing as well as it was supposed to, but more on that later). I contacted HL via their webinterface and didn't receive an answer for 4 days. I today proceeded to send another support ticket and was promptly greeted with an answer from Jay with an apology that my previous support ticket was not answered and that he would take care of my problem.

Well what started as an irritating problem with my RTF turned totally around into one of the best customer service experiences i ever had in the business. Being my first order from HL, they certainly gained a customer for Life today.

Not only are they replacing the Servos, Linkages and the battery (as i suspect the battery is the culprit for the lack of power - i don't have a comparable at hand to test), no, they also will replace the motor as it's not 100% clear whether it's the Battery or the motor at this point!!!!

KUDOS to Jay and Hobby-Lobby and the good word travels far is all i can say. Not only here but also my friends will hear about this very good experience and will most likely bring in some new customers.

KrazyKyle

Jul 23, 2009, 12:17 PM

I also recently bought a J-power A-7. The fan was misinstalled at about a 15° angle, resulting in the fuselage being split. I entered a claim online and Rachel in the returns department handled my claim very quickly.

I think HL might be having problems due to inadequate quality control from their suppliers. This plane didn't show any damage to the box, shippping carton, or any other part. I can only come to the conclusion that it left the factory this way (I can't imagine how this fault could even happen!). Anyway, Hobby-Lobby responded quickly, and to my experience, stand behind their products.

southernmd_man

Jul 30, 2009, 08:59 PM

I've been dealing with H-L for about 4 years, and have nothing bad to say about them what so ever. The beginning for the year I ordered an ALFA LA-7 that was delivered badly crushed, and they replaced it with no questions asked!! They said to keep the crushed one, so I got an extra wing, water slide sheet, cowl, battery hatch and servo items. Top notch service!! My only complaint, and 99% not their fault, suppliers I'm guessing, is waiting for the J-Power airframes to be restocked.

Flyboone

Jul 31, 2009, 11:45 AM

J-Power Airframes came in today! They should be available for sale this afternoon after we've entered them into the system.

Thanks,
Jason Cole
Hobby Lobby

lenrev

Aug 01, 2009, 12:30 PM

WTFLYR

Aug 01, 2009, 02:11 PM

I must have caught them on a bad day! Their reputation is among the best but they had me worried for a bit.

Ordered a Park Zone Sukhoi using Paypal with credit card (my mistake) and three batteries. Got a confirmation showing the batteries backordered. The site had shown the plane as in stock.

Two days later I get an email that the plane shipped and the batteries are backordered. Get a package same day containing the batteries, no plane.

Look up their phone on the web site and call. Get a message that the number is disconnected... three times. Use the number on the email and a FAX answers. Try to trace the shipment with the order number on the invoice and it returns as an unknown number.

Finally get someone using the chat feature at their site and am told they ran out of stock the day I ordered and there is a 3-4 week backorder. Since I used Paypal with a credit card they were paid in full immediately and the wait begins.

I guess this was just a series of flukes but I've learned not to use Paypal with the credit card when buying multiple items.That's really unacceptable. If you buy stuff as a package that was represented as in stock, and it turns out not to be in stock (just happened that day is irrelevant) then the are required through common decency to ask you if you still want the order as a backorder. Shipping a partial order in that case, comes across as a way to push you to not cancel, and accept the backorder whether you want to or not.

I really hope they are listening. Answers that contain excuses are better left unposted. I have not bought in quite some time due to these issues, as I flat out have bad luck, and always seem to be that 1 out of 1000 that gets the problem. There are things I want, but I have held back.

Flyboone

Aug 03, 2009, 11:48 AM

We are listening and working to improve the customer experiences. Once all our new system features are working 100% things like this will be easier. Things are running pretty smoothly right now. There will be some cases on hot items where it sells out quickly and people are still ordering before the site updates.

We do appreciate the feedback and will constantly be improving for our customers. You guys are important to us.

Thanks,
Jason Cole
Hobby Lobby

lenrev

Aug 03, 2009, 01:32 PM

I can understand that these things happen. If I had simply used my card rather than the PayPal route I could have cancelled the plane order. It was really painfull finding a Sukhoi at my LHS, at the same price! Now I pay shipping AND wait 3-4 weeks! We do learn.....slowly.

surflyer

Aug 04, 2009, 11:59 AM

Made no difference to me.
I paid with credit card on an "in stock" basis.
I was advised a few days later that the item was not "actually" in stock.
See my thread "The Backorder Thing"

Oh well!

ScYcS

Aug 12, 2009, 09:05 AM

max911

Aug 12, 2009, 11:30 AM

Yeah, maybe they shuold respond to unanswared posts first. That will make a good start.

WTFLYR

Aug 16, 2009, 12:12 AM

Got another GREAT experience with them. Ordered a plane and 4 screws and 2 plastic parts were missing from the kit. All i asked for was to send me the missing parts and it turns out they are sending a whole new kit.

I can't say enough good things about this kind of service.If this is not what everyone can expect, than what is the point to it. I would not expect HL to send free planes to everyone who gets one with a missing screw, let alone that we (public) can't confirm if it was really missing (not calling you a liar as I don't think you are, just being realistic). If they did this across the board, then they would go out of business, and that would not serve anyone well.

lenrev

Aug 16, 2009, 10:30 AM

My order status still shows the batteries as back-ordered and the order as "Done". Sent an email to sales requesting an accurate status.

ScYcS

Aug 16, 2009, 07:53 PM

If this is not what everyone can expect, than what is the point to it. I would not expect HL to send free planes to everyone who gets one with a missing screw, let alone that we (public) can't confirm if it was really missing (not calling you a liar as I don't think you are, just being realistic). If they did this across the board, then they would go out of business, and that would not serve anyone well.

So i should've had my little joy moment and not posted about it here? Ok....... i guess postings are only ok if they're negative?!

WTFLYR

Aug 17, 2009, 01:22 AM

So i should've had my little joy moment and not posted about it here? Ok....... i guess postings are only ok if they're negative?!
Not necessarily. I wish we never had to read any negative postings, in an ideal world. Nothing enjoyable about them.

My order status still shows the batteries as back-ordered and the order as "Done". Sent an email to sales requesting an accurate status.Maybe it is meant to be taken literally, as "you're done". :eek:

lenrev

Aug 18, 2009, 01:00 PM

Considering it has now been 1-1/2 workdays since emailing them asking for clarification and having received no reply I am done with HL as a customer. Whether I get my order, or not, remains to be seen but it is obvious they have so much business a single customer is of no consequence.

This sort of business philosophy is why our economy is where it is.

Flyboone

Aug 18, 2009, 02:00 PM

Lenrev,
Send me your case number or email address. Also check your spam filters and junk mail folder. You should have been answered by now. When I have your information, I'll check to make sure.

Thanks,
Jason Cole
Hobby Lobby

surflyer

Aug 19, 2009, 07:25 AM

Hello Flyboone

Regarding my post number 9 above on PZ Sukhoi bnf.

I ordered from HL because website said the item was in stock.
Website contined to say in stock for many days after my order so the item did not just suddenly go out of stock.
Then website said due on 7/15/2009 and still does!

It is now

The delivery date of the product

surflyer

Aug 19, 2009, 07:38 AM

Hello Flyboone,

Seeing that you have taken an interest in Lev's case:

Regarding my post number 9 above on PZ Sukhoi bnf.

I ordered from HL because website said the item was in stock.
Website contined to say in stock for many days after my order was placed so the item did not just suddenly go out of stock.
Then website said due on 7/15/2009.
HL Customer Services says sorry it was a mistake.
I wrote back expressing disappoinment but accepting mistakes do happen.
A month later I see website still says due 7/15/2009,
After query from myself again I receive email from HL Customer Services 18/8/2009 saying item is due late August.
Today Website still says 7/15/2009.
Have a look now!

In my opinion this is not good service to myself or other customers using website information that is patently incorrect and not updated when pointed out so.

I urge HL to adopt better stock control methods and include a stock counter for each item like so many other web providers do. People can then make a call on whether to order or not.

Thank You

Flyboone

Aug 19, 2009, 11:02 AM

Yes the stock status is an area we can greatly improve on. We are aware and are working on it. We want everyone to have the best and most accurate information available at all times.

Thanks,
Jason Cole
Hobby Lobby

lenrev

Aug 20, 2009, 01:59 PM

Surflyer,
The product page is misleading as that has not changed since intro of the Sukhoi. The July date was the advertized release date from Horizon. That page has never been changed.

To get the REAL status of stock HL makes you click to add the item to your cart, THEN they tell you if it is really in stock.

In my case, they both showed available but I stumbled over this while checking to see if they still showed the plane available several days later.

Flyboone

Aug 20, 2009, 03:28 PM

Good news! We were able to make some changes yesterday to provide better information and keep it up to date. Instead of showing a specific day (which was never right anyway) we now say Late August, Early September, ect. This information is updated more often too so the website and our actual inventory will be more closely matched from now on.

Thanks,
Jason Cole
Hobby Lobby

surflyer

Aug 21, 2009, 01:36 AM

Hello Lenrev,

Point noted in your case.
However checkout did not have any message overiding the "in stock" status noted on the webpage when I ordered.

When I order and make Credit Card payment it is a very deliberate and considered move and I make sure there is no small print indicating any funny business!
I have been in correspondance with HL via Christina for the past month pointing out HL website stock problems.
It took a month or more for HL to do something about it.
The item stus is now truthfully stated.
(Thanks Flyboone).

Any news on a STOCK STATUS COUNTER as per other vendors?
This will put to bed all the "it went out of stock just as your ordered" or any small "mistakes/glitches" in stock count response so often encountered.
Good for HL credibility too!

What do other members of this forum think of stock counters as per other venders?

mykel-t

Aug 24, 2009, 11:04 AM

I have to go back to the title of this Thread. Hobby Lobby has Excellant service, period. Service and inventory are different and Making new customers is just as important to any business. HOWEVER once you are a customer of HL, as I have been for 8 years, there is no other company that comes close. So to those that have yet to become a customer all I can say is , they are a class operation from top to bottom!. :D

denial15

Aug 24, 2009, 03:27 PM

I received the Rx ready version of the Mini F4 on Aug 6. I noticed early on during pre-flight checks that one of the elevators was sticking at full deflection. It appeared to be a setting related issue at first.

The stock settings required the servo to travel the full 45 degrees. It appeared to be something related to the control rod sticking because of the angle it was getting put at due to the full deflection of the servo.

Rather than bother customer service with having them help with a control setting, I thought it wold be fine to just try and solve the problem without causing a headache for them. WRONG MOVE!!!

I moved the control horn on the elevators to holes that were closer to the wing and reduced the throw on the servos. With the new new settings, it was getting the same amount of deflection at the elevator, but at only half of the servo travel rate. I tested it several times that way before flying and it appeared to solve the problem.

After less than a dozen flights, I did a loop and lost all elevator control. I intsantly knew what the problem was. I think the date of the fatal flight was the 15th. (9 days after receiving the plane)

The resulting crash was totally fatal. There is no chance to rebuild this thing. You can check some of the planes I have destroyed and rebuilt, so saying this is unrepairable is really saying something.

I was using the recommended AR500 with a DX7. I was about two minutes into the flight and less than 300' from me when the crash happened. I still had throttle and aileron control, so I know it was not a power or TX/RX related issue.

I had a problem with a FlyCamOne2 that was dealt with in an exceptional manner, I expected nothing less with this one. It was a clear cut issue of a defect in the plane. Hobby Lobby's website clearly states...

"We guarantee our product to be free from defect for 30 days after the date of purchase. If you find that an item you purchased from us is defective within that 30 day period, we will replace it at no charge to you. If the item has a manufacturer's warranty within the USA, please send it to them."

I figured this would be a no brainer since I was not aware the plane was defected, just a setting related issue.

I think I sent claim e-mail to them on Saturday. I heard back on Tuesday that because I had flown the plane after I found the problem, they would not do a warranty exchange. However, they did offer a 25% discount on a replacement airframe and a free servo since that was what was defective. :confused: :confused: :confused: :confused:

I wouldn't even accept a free empty airframe and the servo as the LiPo is destroyed, and I'm quite certain the crash has damaged the existing servos and other electrical and mechanical components of the plane. Even if I had called in before flying and was offered a replacement servo, I would have required a replacement plane as the fuse is glued together and the servos are not easily replaced without doing some major hacking. I don't want to have a brand spanking new, hacked up looking plane.

After additional e-mails and calls in to customer service, they are adamant about their stand that I knew the plane was defective and shouldn't have flown it.

I guess this is incredibly frustrating because had I known the servo was bad, I wouldn't have tried to put a band-aid on the problem and try to muddle through anyway. It appeared to be a setting related issue and that is not something that would warrant sending the plane in for replacement.

Is it just me?

denial15

Aug 28, 2009, 04:41 PM

Hobby Lobby's service is absolutely terrible!!!

I have now spent nearly two weeks just trying to get in contact with a supervisor in the customer service department only to talk to someone who appears to know as much about planes as a chicken with his head cut off.

After repeated voice mails and requests here on RCGroups, I was FINALLY able to talk to Larry Powell. Larry was so obtuse, it was impossible to talk to him. I couldn't dumb the conversation down enough for him to comprehend the problem.

He is convinced I buggered with the plane to the point that it is unequivocally my fault the plane gave out, and Hobby Lobby bears no responsibility to warranty the plane. He said there was no way at all to determine what actually went wrong with the plane. He indicated by me making the sole change of moving the control rod, I fouled up the plane and THAT was what caused the crash.

Hobby Lobby's warranty statement on their website is an all out lie. They do NOT warranty their products. The do not stand by their reputation. I guess the economic downturn has really hurt them to the point that they are just going to blame the user for the malfunction since there is no actual way to verify the problem. That way they can sell crap and get to keep the money for it.

You live and learn I guess. I can't express in words how disappointing this is. It is truly mind boggling how inept some people can be to absolute common sense.

I asked Larry if there was a setting problem with a plane if he would try and fix it. He said he absolutely would, he wouldn't fly it with a known defect. The servo was traveling over 45* at the stock settings. I reduced the servo travel rate via a radio setting and that seemed to solve the problem. I tested it extensively while the wings were drying and also during preflight checks before each flight. The problem did not appear again. Then the elevator failed in flight. So why wouldn't that be covered?

Larry now had to back peddle and contradict himself. He tried to tell me now, no matter what the problem was, he would have sent it back. He tried to tell me there was just no way to verify what actually went wrong with the plane because of the tangled mess I made of it. I told him I still had throttle control and aileron control, but no elevator control. What else could the problem be? The reply? Who knows. With all of the stuff you did to it, how do you know it wasn't something YOU did?

After looking at the whole thing from start to finish, I would think this is a transparently obvious it should have been covered.

Unless this problem is corrected, I am absolutely, bar none, never, under any circumstances going to make another purchase from Hobby Lobby. A lot of stuff they sell can be a great value, but when it's not - you'd better be prepared to bite the bullet and swallow the loss, because they surely aren't going to help.

Buyer beware.

mykel-t

Aug 28, 2009, 08:23 PM

Denial: Well the way you wrote your side of the story I guess I would be very P.O. at HL as well. However, you have to take into consideration that once any R/C product gets out of thier hands and into the Air, Water, Dirt, etc. its got to be tough to warranty everything!. Knowing me I probable would have tried to fix and fly the plane like you did, the only dif would be, that I would man-up to the fact that I was inpatient and should have sent the thing back!. This is one case where asking for permission is better than asking for forgiveness. Sometimes we can be our own worst enemy. Imagine how many 1st time fliers buy stuff way over their heads and want to return it after it mysteriously BROKE?. ( not saying you fit into that catagory)
So, I feel for you but Hobby Lobby or ANY R/C dealer would not be around very long if they were in the charity business. If you fly...your gonna crash. Id give them another chance as you're only hurting yourself by missing out on one of the best companies around. ( I get zero $$ for saying that) Mykel-t

denial15

Aug 28, 2009, 10:52 PM

I figured it was a problem as simple as reversed servos. Hardly enough to send the plane back. Just reverse the servos and get on with it. Hind sight is 20/20, and I was WAY wrong.

ScYcS

Sep 15, 2009, 11:08 AM

Well i have my first bad experience now with HL as well. I was told a crystal i was supposed to get was backordered and would ship in 10 days. It's now 20 days later and no crystal and Jay isn't answering my emails.

Booh.

denial15

Sep 15, 2009, 05:49 PM

Yeah, I'm now not getting answers to e-mails and no one will return my calls.

Flyboone

Sep 16, 2009, 10:44 AM

Hey guys,
Jay is on vacation, but all his cases are being answered by the rest of the staff here. I also just went up and checked on the voice mail situation and we have none. Everyone who has a left a message up to last night has been responded to. Our sales staff is on top of all this.

Thanks,
Jason Cole

denial15

Sep 16, 2009, 10:47 AM

Jason, I left a VM for Larry Powell nearly a week and a half ago. I also sent him an e-mail the day before. He has yet to reply to either.

edit:
I just checked the sent mail. I sent the e-mail on 3 Sept, so it's been almost two weeks.

Flyboone

Sep 16, 2009, 02:06 PM

Send me your email address and information, so I can check on that.

Jason

denial15

Sep 16, 2009, 07:05 PM

Send me your email address and information, so I can check on that.

Jason

Info sent.

EP_Soarer

Sep 28, 2009, 03:00 PM

Over the years, I have good experiences with Tower Hobbies, Hobby People, and EPYAYA, they all sent me replacement parts (for defective items) without extra charge.

The only one that gave me a bad taste was Hobby Lobby, in order to get a refund for a $19 ESC in 2008, they wanted me to pay shipping charges both way! :mad:

I have since stop reading their ADs, saved me a lot of money! Can't remember how many plans I bought from Hobby Lobby in the past -- Cobra, Elinor, Shiden, Miss Stik Jr, Pogo, Agro Turbo Z.........even a FlyCam2!

denial15

Oct 03, 2009, 12:58 AM

Still nothing.

Flyboone

Oct 05, 2009, 03:05 PM

Last I heard, Larry was in touch with you right?

denial15

Oct 05, 2009, 07:24 PM

Not in resent weeks. It's been over a month now since I left the voice mail and e-mail for him. I have not heard anything back yet.

denial15

Oct 13, 2009, 04:17 PM

Still waiting. Still nothing.

Flyboone

Oct 13, 2009, 06:01 PM

Larry has communicated with you and has given you an answer weeks ago.

Jason Cole

denial15

Oct 13, 2009, 06:42 PM

Larry has yet to reply to my voice mail or e-mail that was sent on 3 September. When I talked to Larry last, it was regarding a warranty replacement. He declined to replace the plane because he said I wrecked the plane and it was not related to the faulty servo. All I am trying to do is get that in writing.

splatman

Oct 21, 2009, 11:19 PM

Larry has communicated with you and has given you an answer weeks ago.

Jason Cole

well, I guess that's that :rolleyes:

denial15

Oct 22, 2009, 12:46 AM

well, I guess that's that :rolleyes:

That describes exactly how I feel. No one cares to find out exactly what the problem was. All they did was to try and show how not-responsible they are for selling a product with faulty equipment.

I've been flying for over 7 years, and have had nearly 20 planes. All but one are currently flyable, or have been sold in perfectly flyable condition. (That one is the Mini F4 Phantom purchased from Hobby Lobby.) Yet I am treated like a 12 year old kid who doesn't know the difference between a battery and a motor.

The problem with my plane initially seemed to be an issue regarding an incorrect setting for a control movement on the elevator. All I did was move the control horn to a different hole on the elevator which seemed to correct the problem. After a few flights it was discovered the problem was not in the setting, but was a faulty servo.

I made the unfortunate mistake of summarizing the actual problem in the first line of my e-mail to Hobby Lobby, now they feel I knew the servo was faulty right off the bat, and I flew it without due regard for the plane. In addition to all of that, I was told that by me changing the elevator control horn position, I must have done something to make the plane crash and it was no fault of anything else. I was told I crashed the plane and it was my own fault.

They know of the problem this plane has had. It's been in the reviews of the plane here on RCG'c and on their own website, but they refuse to acknowledge there have been any issues with the plane.

That was the last communication I had with Larry Powell. When I tried to get that in writing, they have gone mute. No one is willing to back up what they claim in the "warranty" section of their web site "We guarantee our product to be free from defect for 30 days after the date of purchase. If you find that an item you purchased from us is defective within that 30 day period, we will replace it at no charge to you.", and no one will back up what they tell you on the phone.

I was very surprised to have been treated like I was. I have had warranty issues in the past (FlyCamOne2) and it was replaced almost immediately in a nice manner. I expected the same here. I'm completely lost for words at how recalcitrant they are being.

I'm sure they could care less, but until this gets corrected I am done with Hobby-Lobby and will let everyone I possibly can to avoid them like the plague. After how I have been treated, I'm quite positive they could care less. It really is sad. All that needs to be done is make the wrong things right, and do exactly what they imply on their website.

I'll be more than happy to eat my words and tell everyone how Hobby Lobby actually contacted me back and corrected the issue - but I'm not going to hold my breath.

Flyboone

Oct 23, 2009, 04:13 PM

Larry told you that operating an R/C model with a servo that binds was not a good decision, and that after you crashed and destroyed the airplane……it is totally impossible to determine the cause.

denial15

Oct 23, 2009, 06:08 PM

This is exactly the problem I have been having. You feel I knew the servo was binding and flew it anyway. No one will listen and try and understand what happened.

It looked like the control rod was causing the servo to bind because of how the factory settings were. The factory settings were pushing the control horn past 45* and the control rod looked like it was getting stuck. When I moved the control rod to a closer hole and reduced the throws via my DX7, it appeared to have solved the problem. I tested it several times after making the adjustment and it did not get stuck any more. Unfortunately it was the servo and not the settings. It was an honest mistake. I was trying to fix what I felt was a minor problem that did not necessitate the entire plane getting sent back.

For what it's worth, the servo is STILL jammed in the position it was in that caused the crash.

And it's not totally impossible to determine what caused the crash. It's transparently obvious what caused the problem. Some people just can't admit they are wrong and do the right thing.

denial15

Nov 02, 2009, 10:14 PM

This is incredible. I left a review for the plane on Hobby Lobby's website stating the problems I had with the plane and the service from Hobby Lobby over a week and a half ago. It has yet to be published.

How's that for service. They sell junk, refuse to back you up on it, then when you give a truthful and accurate review of the plane, they refuse to post it on the planes page. I wonder how many other bad reviews have been left for the plane that Hobby Lobby has kept from public eye. It's almost as if they want people to get hosed.

Maybe it's the economy's fault. Perhaps Hobby Lobby's sales are hurting so bad they have had to descend to such poor and unethical business practices as this just to keep afloat. I've worked in the sales/service industry for over fifteen years. Over 5 years of that sales was on a national level. WOM advertising is the least expensive and simple ways to advertise. It's also the most productive and effective.

I can't believe you wouldn't even try and meet me in the middle by even offering a replacement airframe. The plane itself flies great. It's the ARF with the electronics that is junk. That's what I put in the review.

Why don't you post all of the reviews? People gripe about Hobby City's service, but even they have the decency to post even the poorest of reviews on their products. A communist nation is more fair, accurate, and truthful with their customers than Hobby Lobby is. That's amazing. Unfortunate, but amazing. :(

Flyboone

Nov 03, 2009, 09:54 AM

Flyboone

Nov 03, 2009, 10:21 AM

denial15

Nov 03, 2009, 01:06 PM

I just went in and approved the reviews. I had to edit some of the falsehoods out of yours though.

After telling our sales manager that you noticed the servo binding, messed with it, flew it and crashed it, it seems extremely fair to me that he offered a discount on a new fuse and a free servo. We do stand behind our products.

Jason Cole

That's not what I told him. He assumed that because I stated the final conclusion of the problem in the first line of my original e-mail. Did I know it was the servo binding before I flew it? No I did not. Did the servo bind? Yes it did. As I stated in my e-mail and as I tried to explain to him, it appeared to be a problem relating to the settings, not the equipment.

I did not mess with the servo itself, or do anything that would cause any harm to the servo. Unless you think reducing the servo throw can be a terminal effect.

That's why this is so frustrating. You think I knew the plane was defected, but ignored it and flew it anyway. Why is it so hard for you to comprehend the truth? Why would anyone on Earth do that? It just doesn't make sense. It is not what happened. Plain and simple. I did not know the problem was the result of a faulty servo.

denial15

Nov 03, 2009, 01:08 PM

I just went in and approved the reviews. I had to edit some of the falsehoods out of yours though.
....

And what do you feel is falsehoods about my opinion and feelings about the plane and the service I received?

mykel-t

Nov 03, 2009, 05:49 PM

denial15

Nov 03, 2009, 06:19 PM

A replacement fuse and main wings would be great. I obviously don't want the ARF replaced as I would just remove the electronics and put stuff that works in there.

25% off of the fuse when more than that was damaged is in no way "manning up". I paid for the ARF. Due to faulty equipment the plane crashed. As stated on their website they will replace defective products within the first 30 days. the "manning up" thing would be to replace what I ordered. Instead, they are assuming I knew it was defective and flew it anyway. No amount of reasoning or explanation will change their incorrect assumption.

You pay for a product, it's defective and gets damaged and you have to pay for it again? I'm sorry, but that doesn't fly with me. And I hope it wouldn't with you too.

The reason this is so upsetting is how I was treated when I spoke to Larry Powell, and the absolute total refusal for anyone - at any time during this entire ordeal to find out what actually happened. Instead, they made the assumption I knew it was defective and flew it anyway. That I tinkered with the plane so much and did so many other things that there is no way to find out what happened. The only adjustment I made to the plane in anyway, shape, or form was moving the control rod to a hole closer to the elevator. The servo throws were reduced on the TX. There is no way either one of those could in anyway result in the servo jamming.

denial15

Nov 03, 2009, 06:50 PM

Wow, you are quick to jump to conclusions. I haven't had a chance to look at the reviews for approval in a while because we have been hard at work on our new catalog. We certainly post negative reviews is they are accurate. I'll look at them today.

Thanks,
Jason Cole
Hobby Lobby

I concede, I was quick to judge on that one. :o But you still edited my review. By you taking out what you don't like, it's still not an accurate representation of my dealings with the plane and my experience. But hey, it's your website, you can put what you want on there. :rolleyes:

denial15

Nov 04, 2009, 03:32 PM

Geez Denial what exactly would make you happy at this point?. You may be a little right and they may be a little wrong or vice a versa but to me they have always,,,, I said always Manned-up to the doing the "Right-Thing". Just me anyway.

Also, on September 16th, I sent additional information to Jason Cole letting him know the insurance on my credit card was willing to warranty the plane. Since Hobby Lobby was telling me I crashed the plane and it was NOT a problem with the servo, I wanted them to put that in writing so my CC company could do the warranty. That is why I was trying to contact Larry Powell again.

They won't even me "man" enough to put that in writing so my Credit Card company can warranty the plane - independent of Hobby Lobby. So not only will they not warranty their own faulty products, they won't even put what they told me in writing so someone else could do it.

I have no problem letting everyone know the truth about what has been going on for the last several months. Hobby Lobby are the ones that are keeping things from everyone else.

Jason, What are the "falsehoods" you had to edit out of my review? Larry told me I wrecked the plane and it was no fault of the servo. Why won't you guys even put that in writing so someone with actual "EXCELLENT" customer service can take care of it?