Horizon Hobby waranty service cost me BIG - RC Groups
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Sep 14, 2015, 04:34 PM
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ddoucette's Avatar
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Horizon Hobby waranty service cost me BIG


Last June I had my Spektrum DX9 worked on just days before the warranty was set to expire. The service which included replacing a switch and gimbal springs was done quickly and without charge for the service or the shipping. Great.

Since that time however, I've experienced random radio glitches that I was having a hard time narrowing down a root cause for. I tried different receivers:
- Spektrum AR635 (Freewing P-51D Mustang crashed - approx. $200 in repairs)
- Spektrum AR636 (Freewing P-51D Mustang - this video, more $$$ in repairs)
- OrangeRX R820 (Durafly F4U Corsair - crashed, total loss)

I tried different planes, Rxs, ESCs and added a CC 10A BEC to the Mustang...

On the 4th flight of the morning yesterday, this is what happend...

Crash of the P-51 Mustang (2 min 10 sec)
Last edited by ddoucette; Sep 15, 2015 at 09:26 AM. Reason: Added photos
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Sep 19, 2015, 04:27 PM
Tacoma, WA, USA
William A's Avatar
Quote:
Originally Posted by ddoucette
Since that time however, I've experienced random radio glitches that I was having a hard time narrowing down a root cause for.
And yet you continued to fly with it ?, really ?
Sep 21, 2015, 04:18 PM
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Quote:
Originally Posted by William A
And yet you continued to fly with it ?, really ?
Not sure why sarcasm is called for...

Like me, you have been doing this for over a decade... If all of your testing and validation shows something to be working properly would you use it or trash it?

If you have a random experience which doesn't lead you down any particular path until a pattern begins to emerge you are left to deduction based on trial and error.. The last piece to be deduced was the transmitter. After all, it was recently serviced, given a clean bill of health and was the last item of suspicion.

I've flown all of my electronics in a dollar store foam FT Viggen first (or over the years models like the GWS Slow Stick). It costs less than a cup of coffee and I can throw anything in it and not worry. I did that. Many flights. Spektrum Rxs, OrangeRxs, gyros, GPSs, etc. Here is a picture of it with an Eagle A3 Gyro for testing. It is setup with an Orange Rx and a 12 year old Castle Phoenix 25 ESC...

So, of course, after checking everything out and doing a range test, I get these glitches.

Not sure what else could've been done from my point of view. I will say, until I found the mess of a job Horizon did with my Tx, I was ready to sell all of my Spektrum gear and go back to Futaba... There is nothing wrong with the product. The problem was with Horizon service damaging my Tx.. That is my gripe.
Sep 22, 2015, 05:09 PM
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Update: I spoke with a Horizon Product Specialist and he watched the video. He agreed that this was an unusual case and that I should state my grievance on the service request form. I did that and shipped the DX9 in. Horizon received the DX9 on the 18th according to FedEx. Today the 22nd, I received an email from Horizon asking me to ship them the DX9 and was provided a shipping label... I provided the FedEx tracking info back showing they had the DX9 since last Friday.
Sep 23, 2015, 07:14 PM
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Something is messed up with them, I filled out a service request after totaling a 30cc Seagull Extra 260 to have the AR8000 inspected. I got 7 service request numbers asking me to send in my products.

By the way over a year ago I lost 2 planes that acted just like yours did and it was the DX9. The plane that I just totaled two weekends ago did something similar, bank right nose dive wide open throttle. I tried to kill the 26cc gasser but it would not respond. I don't know if I had interference issues with the ignition module or returning issues with my DX9. I did fly a 27% Cap afterward and did not have any issues, but these things can be intermittent so I am feeling panicky, especially since Horizon came back and said no problems found with my AR8000.
Sep 25, 2015, 04:32 PM
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Quote:
Originally Posted by kevi32
Something is messed up with them, I filled out a service request after totaling a 30cc Seagull Extra 260 to have the AR8000 inspected. I got 7 service request numbers asking me to send in my products.

By the way over a year ago I lost 2 planes that acted just like yours did and it was the DX9. The plane that I just totaled two weekends ago did something similar, bank right nose dive wide open throttle. I tried to kill the 26cc gasser but it would not respond. I don't know if I had interference issues with the ignition module or returning issues with my DX9. I did fly a 27% Cap afterward and did not have any issues, but these things can be intermittent so I am feeling panicky, especially since Horizon came back and said no problems found with my AR8000.
ugh.
Sep 25, 2015, 04:38 PM
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Just spoke with Horizon service


After days of no response to my emails, I called into Horizon today. The assigned tech couldn't work with me at that time and would call me back. He did but he didn't review any of the info provided... So I walked him through the video and the photos.

The tech also had no idea why they sent me a shipping label after they received the DX9.

At the end of the call, he said they will exchange out the DX9 for a new one. Great, but I'm still out significant scratch and their services team are responsible for the damages in my DX9. I have no damages on any of my other equipment (Rxs, Gyros, servos etc) but the DX9 has internal wiring damage. This, being the only damaged part of my gear, is what appears most likely caused the crashes. I am not being offered any other explanation.

I've asked to be contacted by Horizon Services management... They have a few areas they could improve on.

Standing by.
Last edited by ddoucette; Sep 25, 2015 at 04:40 PM. Reason: grammar
Sep 25, 2015, 05:48 PM
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Update 2 today:


I was contacted by someone from Horizon Services management. This person is trying to see what can be done to make me whole. Being it is late on Friday afternoon, this may not be resolved until early next week. That said, based on my conversation with this individual, I feel confident an honest effort is being made. That goes a long way...
Sep 26, 2015, 12:24 PM
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Quote:
Originally Posted by ddoucette
I was contacted by someone from Horizon Services management. This person is trying to see what can be done to make me whole. Being it is late on Friday afternoon, this may not be resolved until early next week. That said, based on my conversation with this individual, I feel confident an honest effort is being made. That goes a long way...
Good to hear. I've been monitoring this thread and how they respond will go a long way with any purchase decisions I make.
Oct 03, 2015, 10:45 AM
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Made whole...


I am happy to report that Horizon Hobby Services management sincerely wanted to address the issue and agreed to make me whole.

I will have a replacement DX9 arriving today and I will be compensated for the costs I provided receipts for. This is exactly what I was asking for but honestly didn't think I would receive.

Horizon Hobby took responsibility for the issue and addressed it. I really appreciate and respect them for that.

I thought about taking down the video and the posts but I think it might be best to leave it. This way, anyone can see I was upset and frustrated with the situation but have come out of it with an appreciation for Horizon's willingness to work with me on this.

Thank you Horizon.

Cheers,
DD


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