Unable to get customer service

[Earthbound]

Xheli,

My order is missing parts. Emails have gone unanswered. I have also tried the live chat assistance on your website, which appears to be understaffed or broken as no operator ever responded.

Order number is yhst-94582326164583-164435.

You have my contact information within the order, and a complete list of the missing items in the emails I have sent. Please contact within 48 hours with definitive timeline for completion of order to avoid chargeback.

[arbilab]

Where's Andy? Go ahead and chargeback. No vendor can ignore those.

[xheli]

Xheli,

My order is missing parts. Emails have gone unanswered. I have also tried the live chat assistance on your website, which appears to be understaffed or broken as no operator ever responded.

Order number is yhst-94582326164583-164435.

You have my contact information within the order, and a complete list of the missing items in the emails I have sent. Please contact within 48 hours with definitive timeline for completion of order to avoid chargeback.

Hello Earthbound, please use our support forum here http://www.rcdiscuss.com/index.php/board,42.0.html to get your issue resolved.

Thanks
Bruce

[Earthbound]

Well let's see if that does any good.
Order was placed/received in August.
Missing parts notification and response received in August.
Incomplete replacements received and notification sent in August.
Xheli had online chat support on their website that is enabled but not staffed.
Xheli stopped responding to email.
Xheli has this forum in RCG vendor support area but does not monitor it (original post 9/1, response by xheli 10/31)
Problem details posted to RCDISCUSS 10/31. Let's see if xheli follows through.

[xheli]

Well let's see if that does any good.
Order was placed/received in August.
Missing parts notification and response received in August.
Incomplete replacements received and notification sent in August.
Xheli had online chat support on their website that is enabled but not staffed.
Xheli stopped responding to email.
Xheli has this forum in RCG vendor support area but does not monitor it (original post 9/1, response by xheli 10/31)
Problem details posted to RCDISCUSS 10/31. Let's see if xheli follows through.

Got it. I checked your order and there seems to be a communication error within our system. I see that you said you were missing "all landing gear components (struts, skids, skid nuts, attachment hardware)"

Apparently the guy that processed your order only put the EXI-500-139 Landing Skid as the missing item.

If you can list Andy all the part# that were missing, I'm sure he will able to fix you up in a day or two.

As for the live chat, it is in full swing now and you should able to get someone to help you from 9AM to 7PM PST.

In any case, you can always post your concern on RCDISCUSS.COM. Our staffs check that site on a daily basis. We hope to install more customer helpers on RCG in the near future.

Thanks and take care

Bruce
XHeli.com

[Earthbound]

Bruce,

While I appreciate that you are trying to help, what I need is actual help.

The first response I've gotten from xheli since August is from you and instructs me to take it up at RCDISCUSS, which I immediately did. There has been no reply there since doing so (albeit it has only been a short time) but now you are checking into my order and handling it through this site. How about somebody just read what has already been written and send me the missing parts? I don't know what part numbers are missing: the heli didn't come with a manual or parts list. What I have deduced to be missing is based on photographs of a new kit as it was unpacked for a review thread here on RCG. As I have told xheli repeatedly, the entire landing gear parts bag was missing, along with the antenna tube (and EXI500 manual, if it should have one). I don't know who "Andy" is. I'm certain you have the technology to pass this information along to him so that I can get my missing parts.

[xheli]

Bruce,

While I appreciate that you are trying to help, what I need is actual help.

The first response I've gotten from xheli since August is from you and instructs me to take it up at RCDISCUSS, which I immediately did. There has been no reply there since doing so (albeit it has only been a short time) but now you are checking into my order and handling it through this site. How about somebody just read what has already been written and send me the missing parts? I don't know what part numbers are missing: the heli didn't come with a manual or parts list. What I have deduced to be missing is based on photographs of a new kit as it was unpacked for a review thread here on RCG. As I have told xheli repeatedly, the entire landing gear parts bag was missing, along with the antenna tube (and EXI500 manual, if it should have one). I don't know who "Andy" is. I'm certain you have the technology to pass this information along to him so that I can get my missing parts.

Hello earthbound, I checked on your order status and seems like they got the missing part out to you already.

Sorry about the communication breakdown. Hopefully this will not happen again. In any case, you can always go to RCDiscuss.com to get support. Thanks!

Bruce
XHeli.com

[arbilab]

RC discuss is the hotline to resolution.

My purchase from xheli exceeded expectations, delivered on time and complete. Every business has anomalies in order fulfillment. Stuff happens.