HL completely unresponsive

[rcboosted]

What do I have to do to talk to someone about my warranty return? After a week of trying to track down what to do with my DOA motor, I sent it in. After a week just to find out how to return it, now I've left 3 messages over the past 4 days for the return department per the gentlmen who answered the phone and swears up and down he has no access to those information, noone has returned my call yet. What do I have to do to get some service?! Or lack there of.

[Jay Graves]

rcboosted,

Please PM me your contact information and we'll get you taken care of. We have a lot of people out at shows (5 out of 6 weekends) but that is no excuse - we take care of our customers.

Thanks, Jay

[rcboosted]

There is no point in leaving a message if it won't be returned. But I finally got a hold of Freda who said she will send out my motor today. I still would like to know when it is sent out. Some sort of tracking number would be nice. I will PM you Jay.

[rcboosted]

I got a shipping email from HL, looks like it's finally moving along.

[avoidingexpert]

Hmm Last year for my Birthday the wife got me a Falcon 3d from Hobby Lobby, It was junk, the gyro was bad from the start, after getting a new gyro and conplaning like heck to Hobby Lobby, I had the local hobby shop go over the heli , the gyro was bad ( the new one) and the reciver was malfuning, after a long call again to Hobby Lobby they stated they couldn't help me so I sent them back the junk bird, I never got my money back nothing just bad custermer service, than a little while l8r they try to send me a new lipo for the heli i sent back to them!!! Very unhappy with Hobby Lobby and really glad that I no longer depend on them. ( If there is an award for the rudest person ever Justen their is it ) thanks I fell better now hope not to many others got treated the same AX

[Jay Graves]

Hmm Last year for my Birthday the wife got me a Falcon 3d from Hobby Lobby, It was junk, the gyro was bad from the start, after getting a new gyro and conplaning like heck to Hobby Lobby, I had the local hobby shop go over the heli , the gyro was bad ( the new one) and the reciver was malfuning, after a long call again to Hobby Lobby they stated they couldn't help me so I sent them back the junk bird, I never got my money back nothing just bad custermer service, than a little while l8r they try to send me a new lipo for the heli i sent back to them!!! Very unhappy with Hobby Lobby and really glad that I no longer depend on them. ( If there is an award for the rudest person ever Justen their is it ) thanks I fell better now hope not to many others got treated the same AX

Please send me a PM with your contact information. I have no idea what could have happened here other than the person in question no longer works here. We have a full line of parts to support the Falcon and will get you fixed up.

Apologies, Jay

[avoidingexpert]

pm sent on the 7 th

[ghostmechanic]

Strange I ran accross this thread. And I will try to be as polite as I can. I have been having a very bad experience with HL myself. And I've ALWAYS been one to preach about their great customer service & excellent products. http://www.rcgroups.com/forums/showpost.php?p=9550917&postcount=3 But I bought about $130 worth of small batteries during the Polyquest sale. Now I've always LOVED Polyquest. Anyway in the order they screwed up & sent me one 3 cell 300mAh battery & one 2 cell instead of the TWO 2 cells that I ordered. Also they only sent me ONE 3 cell 800mAh when I swear I ordered two. A quick call & it was fixed. They sent me another out with a return label to send the wrong one back. And while on the phone I realized I might have been to blame for only getting one 800 in my cart (I still swear I clicked 2). The guy on the phone sold me another 800 with another 20% off of the sale price. So far this was turning out great as far as I'm concerned. When they arrived the 300 was still wrong. I said screw it. I can use this one anyway & order another 300 later.

Well the other day I put the 800s on my charger (only the 3rd charge on them both). One of them took something like 3 hours to charge & I thought that was odd. It also tripped a warning on my charger. I just figure it was the charger. So I stuck my Blinky on it to balance & it wouldn't light up right. I checked it with my Fluke & it said 9.76 volts. :eek: Crap I thought. So I checked each voltage at the tap & sure enough there is a dead cell. Anyway, I emailed & got a reply with a phone #. I call & get an answering machine. Then I emailed again explaining that. We exchanged a couple more emails. So then I called the order # on the catalogue expecting someone to just take care of it when I explain what happens. Hell no! The guy on the other end was as rude as he could be! It really pissed me off. So much that I forgot to get his name. I had him transfer me to Freda & still get an answering machine!!!!!! :mad: Now I did lose the receipt. But it's not been that long. Surely there is a record of the order?

Now I would just like to get the battery replaced. I have dealt with quite a few minor screw ups on orders before but have always gotten them resolved & always gotten some kind of extra discount or something to make up for it. But when it's not my screw up & I get some guy that's hateful on the phone... it makes me second guess coming back.

[emetzler]

ghostmechanic.
Please email me your name and address. I'll look into and take care of this for you.

Eric Metzler
Hobby Lobby
eric.metzler@hobby-lobby.com




Strange I ran accross this thread. And I will try to be as polite as I can. I have been having a very bad experience with HL myself. And I've ALWAYS been one to preach about their great customer service & excellent products. http://www.rcgroups.com/forums/showpost.php?p=9550917&postcount=3 But I bought about $130 worth of small batteries during the Polyquest sale. Now I've always LOVED Polyquest. Anyway in the order they screwed up & sent me one 3 cell 300mAh battery & one 2 cell instead of the TWO 2 cells that I ordered. Also they only sent me ONE 3 cell 800mAh when I swear I ordered two. A quick call & it was fixed. They sent me another out with a return label to send the wrong one back. And while on the phone I realized I might have been to blame for only getting one 800 in my cart (I still swear I clicked 2). The guy on the phone sold me another 800 with another 20% off of the sale price. So far this was turning out great as far as I'm concerned. When they arrived the 300 was still wrong. I said screw it. I can use this one anyway & order another 300 later.

Well the other day I put the 800s on my charger (only the 3rd charge on them both). One of them took something like 3 hours to charge & I thought that was odd. It also tripped a warning on my charger. I just figure it was the charger. So I stuck my Blinky on it to balance & it wouldn't light up right. I checked it with my Fluke & it said 9.76 volts. :eek: Crap I thought. So I checked each voltage at the tap & sure enough there is a dead cell. Anyway, I emailed & got a reply with a phone #. I call & get an answering machine. Then I emailed again explaining that. We exchanged a couple more emails. So then I called the order # on the catalogue expecting someone to just take care of it when I explain what happens. Hell no! The guy on the other end was as rude as he could be! It really pissed me off. So much that I forgot to get his name. I had him transfer me to Freda & still get an answering machine!!!!!! :mad: Now I did lose the receipt. But it's not been that long. Surely there is a record of the order?

Now I would just like to get the battery replaced. I have dealt with quite a few minor screw ups on orders before but have always gotten them resolved & always gotten some kind of extra discount or something to make up for it. But when it's not my screw up & I get some guy that's hateful on the phone... it makes me second guess coming back.

[nsg]

I had a conversation with an H-L support person today. Sounds like they are overloaded right now (who isn't in todays US corporate world..). The customer service standards seem to remain the same, though - the rep took all the time necessary to deal with my (relatively minor) issues. Sounds like they should be back to normal once their current crunch is over.

[ghostmechanic]

emetzler, thank you very much for the phone call & the prompt service. If you know who that rep was that I talked to the other day, please go easy on him. I'm sure he was just stressed from you guys being spread too thin. THIS is the Hobby Lobby I've grown to know & love. I don't know what else to say. You fixed it & did it fast & you were very professional. You've for sure got a customer for life.

Thanks,
Steve

[dankar04]

I ordered a Muli-Plex EZ glider in April. No emails saying it was out of stock and still is. Even after many emails order was in limbo. I did get one reply that said they would take care of order. Not a word since. My first couple of orders they send emails etc. I gave them good grades to several friends that did order from them. Feel a little mad I did . Never had this with any hobby related dealing. What say you hobby Lobby!!
Dan

[ghostmechanic]

I'll bet you that when you get it, you find that they gave you free shipping for waiting. That's what they did when I ordered a kit a while back & it was backordered. When I received it, the invoice showed $0.00 for shipping.

[Ron W3FJW]

That's SOP with HL. If something is BO they pay the shipping. You only pay for the first shipment..


I'll bet you that when you get it, you find that they gave you free shipping for waiting. That's what they did when I ordered a kit a while back & it was backordered. When I received it, the invoice showed $0.00 for shipping.

[Andy W]

I get email confirmation every time I place an order, as well as when it ships.

You might want to check your ISP's spam filters..
..a

[dankar04]

Recieved an email from Jay Graves at H/L. Again nada follow up. Seems cronic problem with them. Before an email from Russ Kemp again nada follow up. Way to go guys!!!!!!!! Just like customer serive at W-ll Ma-t.
Dan

[dankar04]

I am sure they have problems. On my pay stub there is a logo, that this pay check came from happy customers. To me the customer is ulrta important. I work for one of the largest Super Markets in US. We don't ignore our customers. I guess H/L missed out on this. Maybe wrong but wonder -WHAT IS GOING ON !!!!!
Dan

[Jay Graves]

Recieved an email from Jay Graves at H/L. Again nada follow up. Seems cronic problem with them. Before an email from Russ Kemp again nada follow up. Way to go guys!!!!!!!! Just like customer serive at W-ll Ma-t.
Dan

Dan,

Russell and I both followed up privately on 5/28 to let you know we are doing our best to get your product in - but in this case the manufacturer has moved our delivery date several times. We always do our best to minimize these situations and we dislike not being able to ship as much as you dislike us not shipping.

Please feel free to contact either Russell or me directly.

Thanks, Jay

[Flyboone]

Hi Dan,
We are working very hard to help you. You have been contacted via phone, email, and PM on this site. We are not ignoring you. If you need further assistance, you can contact me directly at 615-732-7217.

Thanks,
Jason Cole
Hobby Lobby