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Jun 06, 2019, 07:58 AM
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If HK consider them selfs as the best or close second best customer service around i would hate to come across the worst or even close second worst vendors
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Jun 06, 2019, 09:18 AM
Sippin' on Kool Aid
Quote:
Originally Posted by martinh50
If HK consider them selfs as the best or close second best customer service around i would hate to come across the worst or even close second worst vendors
Not sure how they consider themselves the best or second best when I can call up Horizon right now and speak to a customer service rep, while I'd have to wait for their live chat queue or their zendesk ticket system to get a response.

That's assuming I don't get flopped around by the Philippines team for a few days before being transferred to a correct CS agent.
Jun 06, 2019, 09:21 AM
Sippin' on Kool Aid
Quote:
Originally Posted by HobbyKing_Ian
Heligrom, if you have an issue hobbyking will bend over backwards to fix it for you. If we don't have the best customer service in the industry it's a close second.

If you have an issue let us resolve it for you. If you have a genuine question let me know and send me a pm.

Ian
Best or second best? really? You must have switched to an entirely US based CS team then, because last time I dealt with HK customer service I was flopped around between CS agents using pre-written macros who had zero idea about the hobby industry.
Jun 07, 2019, 09:44 AM
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Quote:
Originally Posted by heligrom
Best or second best? really? You must have switched to an entirely US based CS team then, because last time I dealt with HK customer service I was flopped around between CS agents using pre-written macros who had zero idea about the hobby industry.
I am thinking the same, going by the myriad complaints about HK CS Philippines version that are chatterbots. If a Brit or Yank CS is involved they do far better, but overall despite them, HK CS overall is very far removed from the best CS in the industry.

Shame Ian has to toe the corporate line. That must grate the Aussie nerves ... lol

Jun 07, 2019, 11:30 AM
Sippin' on Kool Aid
Quote:
Originally Posted by Surreal2
I am thinking the same, going by the myriad complaints about HK CS Philippines version that are chatterbots. If a Brit or Yank CS is involved they do far better, but overall despite them, HK CS overall is very far removed from the best CS in the industry.

Shame Ian has to toe the corporate line. That must grate the Aussie nerves ... lol

Their US CS team is better, sure. But I don't think their entire operation is anywhere near first or second best in the industry at all.
Jun 07, 2019, 11:20 PM
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Quote:
Originally Posted by Herrsavage
Why do I get popups for %10 discounts, but when I click "apply" they never work??....
this - I have had 3 different codes pop up and none of them work - I raised a CS request and got

"There are some customers that their computers are not aligned to use the codes we create.
Our IT and OS departments have worked /are still working diligently to correct this, but with some customers that is not possible."

I cant figure this, I've been using their codes for years on dozens of orders. Too many discounts?

Ian, can you shed any light?
Jun 08, 2019, 05:59 AM
Registered User
"There are some customers that their computers are not aligned to use the codes we create.
Our IT and OS departments have worked /are still working diligently to correct this, but with some customers that is not possible."

Heard it all now! That is utter nonsense. It is the amateur implementation of the HK website. Not user client computers!!!

The IT OS team working dilligently means 'actually, nobody actually has a clue how to fix this'.
Jun 08, 2019, 06:18 PM
Registered User
I thought it was just me, glad i found this thread, the website is slow and response from customer service is lacking. I was bounced around 3 times before I got a response and it was clear the responder did not know anything about the model. shame.
Jun 08, 2019, 10:32 PM
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Last edited by HuffDaddy; Jun 08, 2019 at 11:11 PM.
Jun 09, 2019, 02:55 PM
Sippin' on Kool Aid
Quote:
Originally Posted by jetspeedz
I thought it was just me, glad i found this thread, the website is slow and response from customer service is lacking. I was bounced around 3 times before I got a response and it was clear the responder did not know anything about the model. shame.
That bouncing around is their "1st or 2nd best in the industry" service!
Jun 13, 2019, 12:39 PM
Registered User
What is more disturbing is their return policy on defective products and batteries specifically as they determine what "defective" is.
Jun 13, 2019, 02:18 PM
Quote:
Originally Posted by jetspeedz
I thought it was just me, glad i found this thread, the website is slow and response from customer service is lacking. I was bounced around 3 times before I got a response and it was clear the responder did not know anything about the model. shame.
Sorry to hear about that. You may have been communicating with CS (Customer Service) agents as opposed to PS (Product Support) agents. If you (or anyone else) has an outstanding issue please open a support ticket and request a PS agent.

https://support.hobbyking.com/hc/en-...-Email-Support
Jun 13, 2019, 02:20 PM
Quote:
Originally Posted by jetspeedz
What is more disturbing is their return policy on defective products and batteries specifically as they determine what "defective" is.
Please elaborate so we can offer some insight and perhaps correct a problem.
Jun 13, 2019, 02:28 PM
Registered User
Quote:
Originally Posted by HobbyKing_CS
Please elaborate so we can offer some insight and perhaps correct a problem.
Perhaps you can elaborate or give some insight into why the discount codes that pop up on the bottom left of the screen for 10% while shopping don't work? "are invalid" and when the fix is going to be applied

and yes I have raised a CS job

Thanks
Jun 13, 2019, 03:16 PM
Registered User
Quote:
Originally Posted by HobbyKing_CS
Sorry to hear about that. You may have been communicating with CS (Customer Service) agents as opposed to PS (Product Support) agents. If you (or anyone else) has an outstanding issue please open a support ticket and request a PS agent.

https://support.hobbyking.com/hc/en-...-Email-Support
I contacted Chat support and got a totally different response than talking to A Hobby King Support Specialists. I assume the Support Specialist is the Product support agent? None the less the response I got from the support specialists was detailed and insightful. However the policies which HK applies to defaults are not very "No fuss" friendly compared to Amazon for example and other online e-Commerce market places.


Quote:
Originally Posted by HobbyKing_CS
Please elaborate so we can offer some insight and perhaps correct a problem.
The issues is more about what Hobby King defines as a defect. I specifically asked about batteries and was told that the customer can't make a determination on a defect. The defect is determined by Hobby King. Ok, I have no problem with that as long as they use the same general standard for what is defined as a defective battery such as voltage and IR to name a few is also applied by HK that is satisfactory.

However, based on the response, HK does not use the IR to gauge a batteries fault, which is a fallacy. This is the exact response "Low or High IR ratings are not a clear indication of a battery being faulty as far as policy goes". If a battery is sent to me and one of the cells is much higher than the accepted general industry standard than I would consider the battery as a defective battery.

As a general rule, per cell rating of between 0-6 mΩ is as good. Between 7-12 mΩ is reasonable but not great. >12 mΩ is signs of aging on a battery and should be replaced.

The kicker is the buyer is responsible for return shipping and if the shipping is refunded it is refunded as store credit and it does not cover the original shipping charges for the item. So the advertised "No Fuss" is anything but no fuss when you compare it to Amazon and others.


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