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Jun 13, 2019, 06:21 PM
Quote:
Originally Posted by SaintNZ
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
I cannot; though we've found that in almost all these cases it's a localized and not widespread issue. I can only suggest you try a different browser and/or clear your browser's history/cache/cookies/etc and try again.
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Jun 13, 2019, 06:28 PM
Quote:
Originally Posted by jetspeedz
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.

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.
"No-Fuss" returns have nothing to do with warranty returns and are treated separately. We can only refund return shipping costs for warranty items as store credit since the return shipping cost was never paid to us, we cannot refund $$$ not paid to us.

As to lipos, IR readings are looked at on a case by case basis and are not necessarily a determination for fault or not. IR readings can vary greatly with a new lipo and many folks don't realize there is a "break/burn-in" period (to burn off the storage chemical) of at least 5-10 charge/discharge cycles that needs to be completed before a true IR setting can be evaluated. Folks come to us with brand new lipos that have not had the storage chemical cycled out will often read an unnaturally high IR but in fact the lipo will be fine once broken in. Such is the reasoning for a policy that does not entirely focus on IR - we look at ALL the factors to determine fault.
Jun 13, 2019, 06:42 PM
Registered User
Quote:
Originally Posted by HobbyKing_CS
"No-Fuss" returns have nothing to do with warranty returns and are treated separately. We can only refund return shipping costs for warranty items as store credit since the return shipping cost was never paid to us, we cannot refund $$$ not paid to us.

As to lipos, IR readings are looked at on a case by case basis and are not necessarily a determination for fault or not. IR readings can vary greatly with a new lipo and many folks don't realize there is a "break/burn-in" period (to burn off the storage chemical) of at least 5-10 charge/discharge cycles that needs to be completed before a true IR setting can be evaluated. Folks come to us with brand new lipos that have not had the storage chemical cycled out will often read an unnaturally high IR but in fact the lipo will be fine once broken in. Such is the reasoning for a policy that does not entirely focus on IR - we look at ALL the factors to determine fault.
"No Fuss" is miss leading. Amazon has a true "No Fuss" return policy in which if an item is defective they cover return shipping and refund the full amount. HK's policy is the refund amount is 80% of the value and buyer pays return shipping.

In terms of shipping cost, why not just provide a prepaid return label? Ebay, Amazon and just about every other marketplace offers this?

Quality Lipo IR readings don't vary more than a few mΩ, I can name all types of battery packs I have purchased which all cells fall within the same range. I'm not disagreeing with you, but if the IR remains high after the break-in period it should be considered in determining the defect. If HK simply ignores this parameter it doesn't leave much confidence the customer is getting a fair evaluation in the return process. I personally will not purchase batteries from HK for this reason unless they are small throw away batteries.

I'm curious as to how HK would handle a lipo that puffs after a few cycles and proper care. This was some of the reviews on the HK site for a few packs. How does HK handle this type of defect given the "No Fuss" policy isn't what one would expect?

Still didn't get an answer on why the website is so slow? If i remove an item from my cart it takes a minute to refresh before i can take any other action. In general it is just slow. Yes i have tried different browsers and used different locations to access HK site.
Jun 13, 2019, 07:10 PM
Quote:
Originally Posted by jetspeedz
HK's policy is the refund amount is 80% of the value and buyer pays return shipping.
That is not always the case. We quite often refund 100% and credit the return shipping. Again, it's determined on a case by case basis.

Quote:
if the IR remains high after the break-in period it should be considered in determining the defect.
We agree and it most certainly would be considered.

Quote:
I'm curious as to how HK would handle a lipo that puffs after a few cycles and proper care.
We would refund/credit or replace it as the customer desires as long as it's within the 60 day warranty period.

Quote:
How does HK handle this type of defect given the "No Fuss" policy isn't what one would expect?
Again, a warranty RMA is not the same as a "No-Fuss" RMA. The "No-Fuss" RMA is for items that a customer simply wants to return. In almost all cases if a lipo is determined to be faulty we simply replace it and do not require the faulty item to be returned.

Quote:
Still didn't get an answer on why the website is so slow?
Can't explain that one. It's rather quick for me on a MacBook Pro with Waterfox and on our office desktops with FireFox and Chrome.
Jun 14, 2019, 12:34 PM
Registered User
Quote:
Originally Posted by HobbyKing_CS
That is not always the case. We quite often refund 100% and credit the return shipping. Again, it's determined on a case by case basis.



We agree and it most certainly would be considered.



We would refund/credit or replace it as the customer desires as long as it's within the 60 day warranty period.



Again, a warranty RMA is not the same as a "No-Fuss" RMA. The "No-Fuss" RMA is for items that a customer simply wants to return. In almost all cases if a lipo is determined to be faulty we simply replace it and do not require the faulty item to be returned.



Can't explain that one. It's rather quick for me on a MacBook Pro with Waterfox and on our office desktops with FireFox and Chrome.
I hope what you are saying here is true. I will reference your post if i have any issues. Lets see if the customer service at HK actually believe and follow what you stated here.

In terms of the website being slow, clearly it is not just myself, the thread was started by someone else and others chimed in with their experience. You might want to look into this, customer experience is less than optimal from both west and east coast I have tested access and it is the same. Thanks
Jun 18, 2019, 05:42 PM
Registered User
William A's Avatar
Anybody else having problems viewing HK site ?

I get nothing but blank white pages ?
Jun 18, 2019, 08:13 PM
Category Manager - Planes
HobbyKing_Ian's Avatar
Working for me. Are you still having an issue?
Jun 18, 2019, 08:33 PM
Registered User
Just tested doing the same thing, white screen, have to refresh 3 times before anything comes up. This is the same experience and slowness others have been reporting.

Ian you guys really need to investigate this further than dismissing the repeated issues about your site. I can take a video and show you how slow it is on both the east and west coast access points.
Jun 18, 2019, 08:37 PM
Quote:
Originally Posted by jetspeedz
Just tested doing the same thing, white screen, have to refresh 3 times before anything comes up. This is the same experience and slowness others have been reporting.

Ian you guys really need to investigate this further than dismissing the repeated issues about your site. I can take a video and show you how slow it is on both the east and west coast access points.
Are you using Firefox or a Mozilla based browser? If so perhaps you could try Chrome or something else?
Jun 18, 2019, 08:41 PM
Registered User
Yes I'm primarily a FF user but I have also tested on chrome and shamefully even tried Edge with the same results. The outages are intermittent, sometimes it pops up right away but its slow and other times it just white page after white pages and repeated refresh fixes it. Clearing cookies and cache makes no difference. I just refreshed 8 times and it came up on the 9th same browser no other changes.

In any event you guys might want to reach out to your hosting provider and run some metrics and benchmarks. If you are not seeing any issues and you are on-prem to the data center hosting the site you will never see the issue. Try your phone not local to the intranet.
Jun 18, 2019, 08:43 PM
Category Manager - Planes
HobbyKing_Ian's Avatar
Quote:
Originally Posted by jetspeedz
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.
You also need to remember that IR will be higher low C and smaller capacity packs. A "General Rule" to cover everything from a 100mah to 20, 0000mah is a poor way to determine pack health. The other thing to understand is how the IR was measured. I charger equipped with an IR measurement is at best indicative. The gold standard in IR measurement is the Wayne Gilies designed IR meter

https://hobbyking.com/en_us/wayne-gi...cell-lipo.html

Jun 18, 2019, 08:47 PM
Registered User
I have one of those meters. Regardless of the pack size the issue is the disparity between cells. They should not be in different ranges of acceptable means. That is the issue. If two cells are 2mOhms and the other 10mOhms than that is an issue.
Jun 18, 2019, 08:48 PM
Category Manager - Planes
HobbyKing_Ian's Avatar
Quote:
Originally Posted by jetspeedz
Yes I'm primarily a FF user but I have also tested on chrome and shamefully even tried Edge with the same results. The outages are intermittent, sometimes it pops up right away but its slow and other times it just white page after white pages and repeated refresh fixes it. Clearing cookies and cache makes no difference. I just refreshed 8 times and it came up on the 9th same browser no other changes.

In any event you guys might want to reach out to your hosting provider and run some metrics and benchmarks. If you are not seeing any issues and you are on-prem to the data center hosting the site you will never see the issue. Try your phone not local to the intranet.
none of us are based in the same location as the data centers. There is an update going live today however it's not expected to cause any outages. As soon they get in I'll chat a chat with them
Jun 18, 2019, 08:50 PM
Registered User
I can tell you this did not start today. I've been checking the site for the past few weeks and it has been an ongoing issue. It wasn't until I got so fed up that I did a search on google and this thread came up which you can see was started in Jan 2018 so the issue is ongoing. I can't even look at any links anymore it all comes up white screens again so I'm done trying for the day. Just makes for a bad user experience.
Jun 19, 2019, 01:30 AM
Registered User
The issue is real.
Its got to the stage where it definitely costing them sales. We'll only struggle with a slow website for a finite time.

I see a interesting youtube vid of a HKing plane, go to the website ..... and......arrrgh . I just give up and save my money.
Sometimes its so slow its unusable
Dont blame the users pc or browser. We arnt stupid. BG and GB sites : boom, pages load up fast .

This isnt bashing HK, we want to buy your stuff. You make it painfull to do so.
Not allways, but getting worse over the years.


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