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Nov 26, 2013, 11:02 AM
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Horizon Hobby support, and support in general

I was able to check off another item from my bucket list, and visited Horizon Hobby yesterday including their support center operations, and I have to say Horizon is pretty darn awesome. I should have brought a video camera but sadly I did not, and I am not sure it would have been allowed (but who knows--I should have at least asked).

Horizon spends a lot of money hiring some skilled and enthusiastic guys, and I was surprised at how cheerful everybody was. There was one heli guy who I believe is a well known RC pilot (I vaguely remember seeing him on youtube) who was recruited by Horizon. Since I am terrible at remembering names—I can't recall his name, but I talked with him briefly and boy did he seem to love his job helping other people, all while remaining humble. I also saw Horizon's field returns area and was impressed with the knowledge and equipment their technicians have at their disposal.

Having called Horizon a few times with dumb questions when I was first starting out I can only imagine the patience it takes to keep the kind of attitude they have.

And from what I can tell, they really appreciate customers who keep their heads cool during whatever frustrating scenario the customer has run into, all while seeming to understand that sometimes support issues can be very frustrating for end customers.

Horizon has different levels and sections of support, and the man who runs the support center has a great sense of humor and it seems to be contagious, and they keep all sorts of products in the office close at hand so they can better help customers through whatever difficulty they might be running into. I know I wouldn't last but a day or two doing that kind of work, but at least it makes me appreciate even more the type of work people at companies with reputations for great support (Hitec, Extreme Flight, and Horizon Hobby to name a few) do, as well as the service to the hobby community Horizon does by supporting their own products to a lot of entry level people who stumbled across a local hobby shop and bought a horizon hobby product to get into this great hobby. Of course, they also support experienced hobbyists too, but in this context, experienced hobbyists are already hooked. Horizon hobby is probably the biggest reason new people get into the hobby, and for that, I think we all owe them our respsect.

Corporations are too often only concerned about the bottom line, and are often short sighted in that they care about the current quarter more than any other. But by investing in a top notch, U.S. located support center, Horizon has demonstrated that they are willing to spend money, time, and effort now in order to make long term customers, which is good for their business, and the hobby in general. In an age when companies off shore support, go through the motions of support without really caring, or even sometimes just have rude support people on staff, Horizon hobby is different.

Main take away: Keep your cool. Horizon is different than fly by night importers.

If you have a support issue with any company, be paitent and courteous, and give them a chance to make things right. Some companies do poorly, and time will tell--there is no advantage to assuming a company has bad support out of the chute. Wait before losing your temper or excoriating them on the forums.

Well, this advice is to me as much as anybody, because I have been on the frustrated customer side of support exchanges more than once with other companies. But Horizon support has always been more than fair to me (as has Extreme Flight and Hitec, to name two other of my favorites).
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Nov 26, 2013, 05:48 PM
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I would have to agree, Horizon stands behind their stuff. For that, I will return to them...
Jan 16, 2014, 05:18 AM
Registered User

Awesome support

Two big thumbs up to Product Support Specialist GLENN and the UK support team!!!

My DX8 was glitching out and I had a little anxiety about sending my Tx through the mail. I was afraid that because it was an intermittent issue that nothing wrong would be found! I also didn't want to be without a Tx for too long.

Well no worries!

I sent the radio out Monday and that same Thursday morning the doorbell rings with a well packed up FedEx parcel. Super fast! Must have been repaired the same day and into the next days post. Replaced the faulty part and I can't wait to try it out as soon as I have good weather.

Now I'm more confident taking my latest scratch build project up for its maiden flight.

HH definitely stands by their products in my experience and that is why HH is always at the top of my list for whatever I'm looking to buy.


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