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Old Apr 15, 2011, 05:09 PM
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Joe 1320's Avatar
United States, FL, Sebring
Joined Feb 2006
7,455 Posts
Rant
What does it take to get missing parts sent from Banana Hobby?

For almost a month I've spent hours on various chat sessions, sent countless emails, I've been given lip service and empty promises and still no missing part. I've been on chat with Lex, Alice and a few others. I have e-mails from Fiona that go back to march 21st as well. I've jumped though all the hoops and done everything possible and each time I contact Banana Hobby, it seems apparent that nothing has been done by any of the previous reps as I keep getting put off even futher.

Evidently several RCGroups members that ordered the JPower A-4 50mm fan airframes did not receive a fan cradle. These other members received their missing parts, some notified Banana Hobby at a later time than I did and have the parts already. I've even spent time in PM with Bananahobby CSR and still...... no part. I logged on to yet another chat session, I think by now I should post the chat log.

Please wait for a site operator to respond. Thank you.

All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

You are now chatting with 'Alice'. Thank you for waiting. May I have the last 6 digits of the order# if you have an order with us; If you do not have any order with us yet or need for help on other inquries, then how may I help you?

Alice: Please hold for a moment while I retrieve your order information/Pre-Chat Survey. Thank you.

Alice: Let me check that for you

Alice: I see you requested the replacement on the 11th. Replacement part process takes from 5-7 business days

Joe: Alice, I have been on multiple chat sessions, send countless e-mails and have jumped though every hoop that I've been asked. All I've gotten is lip service and empty promises from every representative and I'm still without a missing critical part that makes the airplane kit unuseable. What do I have to do to get the missing and REQUIRED part in order to use this product? Alice, I have been requesting this for the last MONTH. I have emails to prove it.

Joe: I've been on chat with lex several times and fiona promised me the part last month.

Joe: Then it was put off for another two weeks. this is out of hand now.

Alice: One moment while I check that for you

Alice: Thank you for your patience.

Alice: I see the replacement part was placed on the 7th, As mentioned it take 5-7 business days to process.

Joe: So what you are saying is that the previous reps did nothing and I've been put off.

Alice: I see you were mailed the parts you requested, the one item you have not received was because that item was out of stock

Joe: What aprts were mailed to me? I ordered the airframe kits around March 10th. I was promised by Fiona that the missing fan cradle was out of stock on March 21. I was told the order was placed and it would take two weeks for the part to arrive. Do you want a copy of those e-mails?

Joe: I also received an e-mail on the 7th telling me that my part would be shipped in 2-3 days and this was verified by a chat rep.

Alice: 1ZX388V40393564048

Alice: That tracking number is for the following items

Alice: 4 CH BlitzRCWorks Mini FA/18E Super Hornet Radio Remote Control Electric Ducted Fan RC Fighter Jet KIT

Alice: (2) 4 CH BlitzRCWorks Mini F-86 Sabre Radio Remote Control Electric Ducted Fan RC Fighter Jet KIT

Joe: Yes I know that. Tell me the date.

Alice: 4 CH BlitzRCWorks Mini A-4 Radio Remote Control Electric Ducted Fan RC Fighter Jet KIT

Alice: 4 CH BlitzRCWorks Mini BZ-16 Radio Remote Control Electric Ducted Fan RC Fighter Jet KIT

Joe: Hello?

Alice: Those items were sent March 16

Joe: On 3/22/11 Fiona wrote:

Joe: Hello Joe, The missing parts will be shipped in 2 weeks, can you please wait 2 more weeks? Sorry about that. Thank you, Fiona

Joe: Are you telling me that was never done?

Joe: On 4/7/11, another e-mail from BH customer service that said the part would be shipped 2-3 days. Are you telling me that didn't happen too?

Alice: Dear Customer, we apologize for the delay. Our Customer Service Representatives are working diligently to assist you. Please stay online with us while we fix this problem and will get back to you as soon as we can. If the connection gets interrupted for any reason, please re-log onto this Live Support Chat system during working hours and our next available Customer Service Representative will serve you shortly. Thank you for your patience and cooperation.

Alice: Can you tell me what items you are missing?

Joe: **Mising Fan Cradle Mount STOCK 1 0.00 for Item 2123-BJ 4.7.11 (Will ship in 2-3 days) USPS Tracking Number: -

Alice: any other items missing?

Joe: Don't you already have a record of that? You should in order to be able to tell if it is out of stock or not.

Joe: No, that is the only part.

Alice: Yes I am showing that part being processed

Alice: Let me consult the shipping department. Please hold

Alice: Thank you for your patience.

Alice: I have consulted the shipping department. We will try to have the item sent to you through rush delivery today. When item is shipped to you. You will receive an email with tracking number.

Joe: Alice, I was told that before and have been left waiting. What is different this time?

Alice: I will personally push for the item to be out today. I will keep updated on that item until shipped to you

Joe: So I can quote you on that?

Alice: Yes Sir

Alice: I will let you know the status on order, when necessary

Joe: Thank you Alice. I hope so because the last chat representative told me the same thing and nothing was done.

Alice: I am sorry about that. Like I said I will keep contacting Shipping and Parts department to make sure you get your item ASAP

Joe: Thank you, have a nice day.

Alice: Thank you for visiting Banana Hobby's Live Support Chat. Please contact us at anytime. You have a wonderful day. Good-bye.

Chat session has been terminated by the site operator. Thank you for visiting Banana Hobby and you have a wonderful day. Good Bye.


Now for the record, The items were delivered March 16.
Tracking Number: 1ZX388V40393564048 Service: UPS Ground Weight: 30.00 lbs Shipped/Billed On: 03/10/2011 Delivered On: 03/16/2011 6:38 P.M. Delivered To: SEBRING, FL, US Left At: Front Door

I have multiple emails to rma@bananahobby.com starting that same day. Eventually after going through another chat session, I got a response. On March 21, Fiona finally acknowledged though e-mail that the part would get sent out asap. The next day, Fiona sent an e-mail saying that the part was now out of stock and it would be 2 weeks. After not hearing a word, a PM with Bananhobby CSR gets me an e-mail that promises the part will be shipped in 2-3 days. Since there was no notification and no part as of today, that last chat session is the result. I keep getting the same lip service and empty promises. Take note of how some of my direct questions were not answered, take note of how I was asked what part was missing (for the 10th time) and that info I'm sure was readily available on their computer screen as they were looking at my account and order. Take note of the contradictions even though the chat log as far as when things were ordered. I can only hope at this point that the latest Rep for Banana Hobby follows though but this whole episode is an example of a huge runaround. It's the same runaround that I've heard horror stories about in the past and dismissed as probably because of hot headed or disgruntled customers and couldn't be reality. I can now see that getting anything done though Banana Hobby customer service is worse than a trip to the dentist. In fact..... a root canal, wisdom teeth removal and the recovery took less time and effort..... and THAT is sad.


EDIT: 6/1/11 BH made it right..... http://www.rcgroups.com/forums/showp...9&postcount=51
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Old Apr 15, 2011, 10:33 PM
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Joe 1320's Avatar
United States, FL, Sebring
Joined Feb 2006
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So I get an e-mail from Alice:

Dear Valued Customer,

We spoke today, via Live Chat, regarding your Mising Fan Cradle Mount for Item 2123. I spoke with the Parts department and the Shipping department and they informed me that
the reason you have not received that item is because it is out of stock. I am sorry to inform you that the item will be available in one week. As promised I will take care of this case
until the item is shipped to you.

Should you have any further questions or concerns please feel free to contact the Customer Service department via Live Support chat online through our website, or by calling us at (626) 248 2888 Monday through Friday, 9:00am to 12:00pm and 1:00pm to 6:00pm PST and we will be happy to assist you.


Thank you,

Alice


. I'm sick of being promised the part only to wait and get nothing. I start the process over again, get promises and receive nothing. Again, I start the process and get nothing but lip service. It appears to be time to contact paypal and file a dispute. I mean really...... after all this crap, why not pull the fan cradle from an in stock item: http://www.bananahobby.com/2080.html ???????????????? Don't you think enough is enough? Such piss poor customer service here.
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Old Apr 16, 2011, 01:49 AM
skunkworks
Dark Angel's Avatar
United States, CA, Clovis
Joined Apr 2008
1,536 Posts
My condolences Joe
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Old Apr 16, 2011, 10:10 AM
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Joe 1320's Avatar
United States, FL, Sebring
Joined Feb 2006
7,455 Posts
Quote:
Originally Posted by Dark Angel View Post
My condolences Joe
I heard horror stories and chose to disregard them. Now I'm living it.
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Old Apr 16, 2011, 10:11 AM
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Joe 1320's Avatar
United States, FL, Sebring
Joined Feb 2006
7,455 Posts
A basic time line.......

The problem starts for those who ordered A-4 airframes.....
http://www.rcgroups.com/forums/showp...ostcount=10985
http://www.rcgroups.com/forums/showp...ostcount=10986
http://www.rcgroups.com/forums/showp...ostcount=10988
http://www.rcgroups.com/forums/showp...ostcount=10991

I post photos of a PNP version that I already had to help other get their parts from BH who's reps had no idea what part people were talking about:
http://www.rcgroups.com/forums/showp...ostcount=11002
http://www.rcgroups.com/forums/showp...ostcount=11004
http://www.rcgroups.com/forums/showp...ostcount=11005
http://www.rcgroups.com/forums/showp...ostcount=11006

turns out the one I ordered is missing as well.
http://www.rcgroups.com/forums/showp...ostcount=11207
http://www.rcgroups.com/forums/showp...ostcount=11214

My nightmare starts
http://www.rcgroups.com/forums/showp...ostcount=11216
http://www.rcgroups.com/forums/showp...ostcount=11219
http://www.rcgroups.com/forums/showp...ostcount=11229

Fiona promises the part asap:
http://www.rcgroups.com/forums/showp...ostcount=11234
http://www.rcgroups.com/forums/showp...ostcount=11286

Now a retraction telling me two weeks:
http://www.rcgroups.com/forums/showp...ostcount=11287

Don's is missing as well and getting no response:
http://www.rcgroups.com/forums/showp...ostcount=11288
http://www.rcgroups.com/forums/showp...ostcount=11307

Don goes through chat and gets put on the list:
http://www.rcgroups.com/forums/showp...ostcount=11319

Don gets his:
http://www.rcgroups.com/forums/showp...ostcount=11846
http://www.rcgroups.com/forums/showp...ostcount=11847

others are getting tracking numbers and getting parts shipped:
http://www.rcgroups.com/forums/showp...ostcount=11849
http://www.rcgroups.com/forums/showp...ostcount=12050

Others getting parts TWICE because of being left out on the first shippment:
http://www.rcgroups.com/forums/showp...ostcount=12056
http://www.rcgroups.com/forums/showp...ostcount=12087

The real rub is that others got their parts and I get the shaft. That's what led to the chat session in the first post of this thread where I get the run around yet again. No offer of compensation, no promises kept, no parts, nothing. Even Bananahobby CSR dropped the ball.

Respectfully speaking, it appears as though Banana Hobby's customer service sucks..... PERIOD.
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Old Apr 21, 2011, 06:49 AM
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Joe 1320's Avatar
United States, FL, Sebring
Joined Feb 2006
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Sent on the 18th:

Quote:
Originally Posted by Banana Hobby CSR
Hi Joe, I am very sorry about that, I checked with the parts department as I've informed you of last and they said the part will be back in stock in a week. All I can guess if that the parts request that have been fulfilled were submitted first, as they is how we process and fill all our orders. To this day you are the only customer I've had to submit a parts request for that part for, again I am so sorry for the inconvenience and we receive the part in a week.
And more stalling takes place. take note of the denial even in the face of proof.
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Last edited by Joe 1320; Apr 21, 2011 at 09:07 AM.
Old Apr 21, 2011, 09:30 AM
Registered User
United States, NC
Joined Feb 2011
1,903 Posts
Stuff like this is why I haven't bothered with BH. I really wanted a skyangel warbird. But if BH is the only place that sales them... I'll do without.

Usually I learn the hardway. But SOOO many people have these same problems... They aren't getting my hard earned money.

Good luck Joe!
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Old Apr 22, 2011, 07:36 PM
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Joe 1320's Avatar
United States, FL, Sebring
Joined Feb 2006
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The latest email:

"Dear Valued Customer,
This is regarding your order # 134679, I have been informed by the shipping department that the factory is still preparing the missing parts, that is why they have not been shipped out to you.

Should you have any further questions or concerns please feel free to contact the Customer Service department via Live Support chat online through our website, or by calling us at (626) 248 2888 Monday through Friday, 9:00am to 12:00pm and 1:00pm to 6:00pm PST and we will be happy to assist you.


Thank you,
Margarita"



To bad for you , Banana Hobby. I'm going to be filing a claim with paypal. Enough is enough.
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Old Apr 22, 2011, 08:15 PM
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United States, FL, Sebring
Joined Feb 2006
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banana Hobby is like a broken record. Now the latest e-mail:



As I can see here on your order, you were missing the “fan cradle mount” for item #2123, 4 CH BlitzRCWorks Mini A-4 Radio Remote Control Electric Ducted Fan RC Fighter Jet KIT, correct?

I’m sorry but parts were requested on April 7th, 2011; however, the part is currently unavailable.

The EDA (Estimated Date of Arrival) for the part will be 2 weeks.



I would like to know whether you are willing to wait for the part to be available and be ship out to you, or would you like return the 4 CH BlitzRCWorks Mini A-4 Radio Remote Control Electric Ducted Fan RC Fighter Jet KIT.



Please respond within 2 - 3 days at your earliest convenience.



Thank you,

Nancy P.

BANANA HOBBY

BHlccsr16@BananaHobby.com


Proof that Banana Hobby reps don't have a clue. Sad............. we'll get it out asap. Sorry, it's out of stock it will take 2 weeks. We'll ship in 2-3 days. Sorry, it's out of stock and your order just went in, it will be a week. Sorry, it's out of stock it will be two weeks. Then another week, now another 2 weeks. Who's on first?
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Old Apr 23, 2011, 11:17 AM
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Heartland of America
Joined May 2010
227 Posts
China is on first and they are playing on the Pacific Field. If you really want to know.
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Old Apr 23, 2011, 11:34 AM
Registered User
Goodyear, AZ.
Joined Dec 2005
267 Posts
I got every order I placed (but then I only had 2 eveeeerrr..!!)
I consider myself one of the lucky ones. The lucky ones are out-numbered by the not so lucky ones by a big margin.
Sometimes they have something that I cant find anywhere else or hard to get hold of, then I have no other choice if I really wanted it.
Only thing I dont understand is... why they cant fix the issues or refuse to fix? If business is good, logic would tell me to take care of the customers/business to build more business. Its the only place so far with shady practices that survive.
Why dont they address the issues like other places so it becomes better for them and for everybody? Surely, every problem can not be solved but can be minimized.
Theres just too many of the complaints, Ignoring will not fix it. Why do other places dont have that much the volume of issues?

just being observant, not trying to make a fight.
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Old Apr 25, 2011, 12:47 PM
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United States, FL, Sebring
Joined Feb 2006
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Dear customer,

I do apologize, but it is stated on our policy that the shipping is non-refundable. However, we are able to refund you for item #2123, 4 CH BlitzRCWorks Mini A-4 Radio Remote Control Electric Ducted Fan RC Fighter Jet KIT. Before we can issue you a refund, we would need you to ship the Mini A-4 RC Jet back to us.


Please respond within 2 - 3 days at your earliest convenience for your acknowledgement and agreement.


Thank you,

Nancy P.

BANANA HOBBY

BHlccsr16@BananaHobby.com


Well, there you have it. I have to spend additional money to send the item back to get a refund, all due to the fact that banana Hobby screwed up.

Banana Hobby, you can kiss by butt..... I have to spend $15 more to ship you the airframe, to get $30 back. That means I'm out the original shipping as well. So I will have handed over $30 for absolutely nothing and you sit back and do nothing, citing "I'm sorry but our policy is......."

I will NEVER spend another dime with your company. Your customer service sucks.
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Old Apr 25, 2011, 06:33 PM
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Louisiana
Joined Feb 2010
30 Posts
you know the bad thing about this is that this has been happening for over two years. And its the same old thing.
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Old Apr 25, 2011, 07:21 PM
I hate waiting for parts
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United States, NC, Garner
Joined Apr 2001
6,869 Posts
Joe, I'm sorry you're having so many problems. I hear this stuff over and over and it amazes me that they are still in business. Maybe you have to be a famous race car driver to get worthwhile customer service from BH, cause it seems no one else can. Anyone have Juan Pablo Montoya's phone number?
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Old Apr 25, 2011, 08:06 PM
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Joe 1320's Avatar
United States, FL, Sebring
Joined Feb 2006
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Thanks guys.

I think it's easy to get results if there is the potential for the customer to show up on their doorstep in person. Here on the other side of the country, it's an exercise in futility.
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