|Nov 21, 2007, 12:20 PM|
horizon hobby has excellent customer service!
|Nov 09, 2013, 12:17 AM|
Joined Oct 2013
Give me a break! You must be one of their staff! I have to chime in here that their customer service is sub par and the people running it are hiding behind their rude staff.
I've have 2 encounters now with my 350QX. The first adventure was when I couldn't get Customer Service to get my unit started after a hard landing over the phone. I sent it back from the west coast then got a call 2 week later that there was a defective LED that they found but it wasn't under warranty because I didn't include the receipt in the box. Yes I forgot but I did take the time to scan the receipt and include it with me trouble ticket file. I guess the money collectors and the rest of the company don't have access to customer files. So I paid the $70 for a $3.00 light. Receiving the unit back after about a month I thought a nice day today after typical west coast storms so I headed to the park. The 350 QX fired up properly, took off in a about a 10 foot arch, landed and fell forward before I could get the motors turned off. Trying to start again was a series of no goes so I rang Customer Service and got Bill. Bill was about as much help as a stump. Asking a question was like 'do things they way you normally do'. What I am looking for are expert suggestions on how to reset things. Not some lazy tech wanting to go on a coffee break. We never did get the unit going so but Bill told me to box the unit up and send it back. I asked him if there was someone there with a bit more knowledge or a manage. His response was no one like that (I wonder who signs his checks). The most comical comment was when I commented that I wasn't too happy about sending this back from the West Coast of Canada ... again... and that it seems that maybe they didn't test the unit before sending it back...Bill's response was that if I wanted them to test it after fixing that I should put that in writing as a request and they will be sure to test it. Man what a lame excuse. I finally did get the unit going. I got a hold of the hobby shop and we rebound the unit. Also turns out the LED they replaced. Didn't test that either and the unit I paid over $150 to ship back, wait a month and pay for them to replace didn't work either. These guys are a joke in my experience dealing with them now a number of times. My business which is in the thousands (I own an event marketing company) will be in HK. At least I know what to expect. Also surprisingly you can chat with their teams within seconds - compared to the hours waiting for the Horizon 'techs' to ring you back and give you useless info.
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