Careful! Buyer Beware! There is NO customer support at UH/HK/HC

[hobbycity01]

Originally Posted by SteveC68

You understand that the difference between registered airmail and airmail is one has a little piece of paper associated with it and the other doesn't. It isn't like they send the non registered airmail on a different plane. No the packages go on the same plane and are handled by the same people. You make it sound like non registered airmail is handled by a bunch of thiefs while registered airmail is handled by a bunch of saints. Call the post office sometime and ask them the difference. I was surprised by this as I thought there was a big difference between the two, but after the string fiasco I learned the truth about non registered airmail.

The other thing is that you refuse to accept the possibility that the package was never shipped. You have no records of the package going out of your shipping department. That information is from one of your employees on the online chat customer support from your website. So you cannot rule out the possibility that the 2 items that I ordered never left your warehouse.

Hello Steve.
This argument leads nowhere, quickly. We too could argue that you cannot prove to us that you didn't receive it.

As was illistrated just now by a fellow rcgroup member, other suppliers offer this type of postage option too. Which puts Steve's argument up against any vendor offering a no liability shipping method.

Thus far I see no fault in the actions of any of my staff. All of your emails were handled correctly and in a timely fashion.
I appologise for your situation, however there is nothing we can do for you at this point.

[vq35721]

Sorry to here that Steve :-( I never had any problems with HC(crossing finger) btw, their new 2836? turnigy edf motor is hella good. Maiden my F16 today and she was hauling a$$. -Reggie-

[MartinL]

I know the risk when I ordered a $25 motor unregistered. It cost me only $4.50 to post to Aust and came in 4 days... I am happy. Even if it did not come I took the risk and the blame is NOT Hobbycity..it between me and the poster service.

I have been dealing with HC for 3+ years never had a delivery problem..unless u r silly enough to mix with a backorder item.

I feel for your lost...best dont buy from HC..support your LHS

[SteveC68]

Then we will leave it to Paypal to decide who IS/WAS liable.

[hobbycity01]

Originally Posted by SteveC68

Then we will leave it to Paypal to decide who IS/WAS liable.

Steve.
Of course you will get your funds back, if there was any doubt you wouldn't we would reship the parcel as we do with EMS, CP or Registered Mail.

Paypal will refund you within 45 days.


Rgds.

[SteveC68]

Originally Posted by hobbycity01

Steve.
Of course you will get your funds back, if there was any doubt you wouldn't we would reship the parcel as we do with EMS, CP or Registered Mail.

Paypal will refund you within 45 days.


Rgds.

?????

Are you saying if I drop the claim you will send the parts? Did you get my email that I sent to Sumaira? I said I would drop the claim and pay for shipping if you shipped the 2 parts from the order.

[Time Pilot]

Sounds to me like you're going to get your refund and no parts.

For what they'd make on the order (the difference between the refund and the cost of the parts+handling time), it's probably easier to refund you.

[Gene Bond]

I can see how this situation could happen, and so far all it has done is create hard feeling, due to strong opinions on both sides... not to say any of the opinions are not factual, just that neither can be proven

One of the long-time issues that have bothered me is the fact that HC sends no picking/packing list. I assume there is one printed and checked off when the warehouse folks pull and pack an order... sending the copy to the office for record keeping and/or final computer entry. Why no customer copy? Cost? Could be, but sure seems minor, IMO.

But, maybe they are completely paperless? Maybe a system like the fast-food places, where the order just shows on a screen, and is cleared when filled? Cool, but bad for tracking. Unless, there's a record of check-offs, when the person pulls/packs the part?

Just some ideas. My concern is quality, reliability and cost, sort of in that order. The point is that cost is not the #1 item, if quality (of components and service) is bad.

[fly_boy99]

Steve

THEY ACTUALLY DO SELL USED PRODUCTS!!!

See my thread.

Ughhh
B

Originally Posted by SteveC68

Wow you are really reaching at straws here. No the example I provided was extremely accurate and to the topic at hand. Unless you are saying that HC sells used products? Here is the point. You made a mistake. At least two different people at HC could not confirm that the orders were either combined or shipped separately. I was told to look at the package that was shipped to me for the contents of the order that I had not received. Both orders were on hold with a notation that they were to be combined. I would say there is a very high probability that the second package was never shipped. And since you don't keep shipping records for regular mail then you really don't know if shipped or not. It would be easy to just scan a copy of the customs declaration form and keep it on file. But there is no way to know that you shipped the item. What I find unbelievable is that nobody at HC will even admit there is a possibility that the order was never shipped. Considering the confusion over the two orders it seems very reasonable.

Again PAYPAL will decide who is liable. Which means your statement is invalid. You see if PAYPAL decides in my favor and refunds my money then they decided you ARE liable. There are dozens of threads on the HC customer support forum where HC tries to deny liability for any claims. Threads where people had to wait months for you to provide refunds. Yeah that's great customer service. You do understand that you make mistakes. The problem is getting you to A. admit that you made a mistake, B. getting you to act on the mistake, C. getting a satisfactory resolution to the mistake, and D. getting it to happen in a timely manner. That is what this thread really boils down to. When HC makes a mistake on your order (and it's when not if) how far are you willing to go to get the mistake corrected. Because HC is very quick to use the words "just wait". Earlier when I was on your online "customer support" chat one of your people even went so far as to accuse me of back charging this order the same day it shipped! Don't worry I have a copy of the entire chat log.

[davecrash]

Unless I'm missing something here Steve is saying he got the parcel. it just wasn't combined like it should have been and HC can't seem to confirm if the orders were combined or not. If a package doesn't arrive and you use the non registered mail you accept the loss. It sounds more like HC didn't even send it due to a mix up when Steve tried to have the orders combined. I personally have had good fortune with HC and any problems have been sorted out. in your case I think HC should realize if they can't confirm it was sent, then they should take responsablity and send it.

[DampRabbit]

After reading this thread I am more inclined to purchase from HobbyCity. My prejudice against buying from Texas has been reinforced also

[SteveC68]

Originally Posted by DampRabbit

After reading this thread I am more inclined to purchase from HobbyCity. My prejudice against buying from Texas has been reinforced also

Good for you. Don't come crying to anybody on the forums when when one of your orders gets messed up. After all the general consensus from most of the posters in this thread is since you are paying cheap prices you should expect bad service.

[nsg]

Originally Posted by SteveC68

After all the general consensus from most of the posters in this thread is since you are paying cheap prices you should expect bad service.

One might say that you are privileged to observe a natural selection process at work - whoever expected more is no longer here (I shouldn't be here either, but I'm bored at the moment).

[DampRabbit]

Originally Posted by SteveC68

Good for you. Don't come crying to anybody on the forums when when one of your orders gets messed up.

Well I certainly won't come crying, that's been covered.

[Erroet]

Just my thoughts: I work for a medium sized business derived by hobby enthusiast similar to RC. I am the shipping manager for the company. It is my belief that HC has a very accurate description of there shipping options that cover a wide span of services. I am really impressed as I too ship quite a bit internationally and my only option is FedEx international services. NOT CHEAP !!! I applaud HC for these options as in my field if a loss occurs its far more detrimental than $28. I once offered the option OF USPS but after persons taking advantage of loop holes, I no longer offer the option. At one time we had a Legal document that had to be signed and sent back authorizing a non insured/cheapest rate parcel so if lost stolen or damaged we were not responsible. It became to time consuming. We no longer offer it. I prob loose a fare amount of business over it but, I don't have all the worries of loosing product, forking over more product, and paying FedEx's rate to ensure it got there.

NOw my personal opinion, it sucks HC did not get your orders combined but sometimes shipping can be quite the hassle. I don't have much experience with HC maybe 3 orders but if you selected the cheapest shipping rate than justice has been served. You asked for something (cheapest shipping), then back doored them and got booted. Much less over $28. I'm guessing if you spent alost $1000......that paypal claim wasn't worth the loss of future purchases. SteveC68- no hard feelings. I don't mean to fuel a burning fire!

HC......although I don't get the cheapest shipping method, its great that you offer it. PLease don't let people who take advantage of loop holes ruin it for others. Its a great service and if it goes away...i know you'll loose business.....I know I do !