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Old 02-13-2012, 09:17 PM   #1
Nitro Blast
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Default Nitroplanes.com well, they lost me as a customer.

So at the AMA Expo in Ontario, I buy an ExceedRC motor. I mount it on my Multiplex Mentor, since we are fitting Mentors for our club training program.

Into the first flight, the prop comes off. I land the plane only to find that the motor shaft itself snapped clean off. Prop was balanced. Days/weeks of trying to get NP on the phone, only to get the dreaded busy signal, I decide to give the 'customer service chat' a try.

Enjoy:


Taylor: Hi, how can I help you?
Jim: Hello and good day, I need to ask about getting a replacement part.
Taylor: Our phone number is 626.968.9860, please note that it may be busy.
Jim: Yes I know, I have been trying to call since January.
Jim: I have the exceed rc motor, 86mc304 and I need a replacement shaft
(4 minutes elapse)
Jim: hello?
Taylor: I do apologize we don't have a replacement shaft for that part.
Jim: There is no need to apologize as that solves nothing. The need is to solve the issue, who does have replacement shafts?
Jim: I bought the motor, and 4 minutes into its first run, the shaft snappped. I should get a warrenty replacement?
Taylor: Where did you order this from ?
Jim: I bought it directly at the AMA expo, in Ontario from Nitroplanes booth.
Taylor: We don't see or have replacement shaft's for that part.
Taylor: We are not able to do that I do apologize .
Jim: Again, please do not apologize. Solve the problem.
Taylor: We don't see or have replacement shaft's for that part.
Jim: so, you do not warrenty your sales?
Taylor: Please contact our department at 626-968-9860 ext 3 for further assistance on the motor shaft.
Jim: I have been trying to call, nearly every day since January.
(4 minutes elapse)
Jim: Hello?? I have been trying to call for days, and only get a busy signal
Taylor: I apologize, please try back later on today we don't close till 7 pm.
Jim: You do not have to keep apologizing. I am not available to call in the evenings, this is the time I have open.
Taylor: The lines are full in the morning and since it's a Monday .
Jim: I have tried on every day of the week, not just Monday.
Taylor: Please try back for further assistance on this issue.
Jim: Ok I will.
Taylor: I do apologize for the inconvenience.
Jim: I am so tired of apologies. Please stop apologizing, please.
Taylor: Is there anything else I can assist you with today?
Jim: Sure, let me know how to return for replacement.
Taylor: I do apologize, due to upper management everything at the show is on final sale there is no warranty unless you purchase everything online.
Taylor: All sales are final at any shows.
Jim: I have asked you 4 times to stop apologizing. No one said it was final sale when I purchased this brand new product, and I was informed I could contact you with any problems.
Taylor: If you would have order the product online there is a policy on the return as well .
Taylor: Which you have 30 days to contact us to get a replacement.
Taylor: But unfortunately you got the part at the show which it was on final sale.
Jim: So online, I get warranty, but in person I get no such warranty on a new product? At no place were there any signs saying "NO WARRANTY, FINAL SALE".
Taylor: I apologize, but unfortunately you got the part at the show which it was on final sale.
Jim: ok, thats 4 apologies after I asked you to stop. It is unfortunate for me I guess. Please pass along the fact that you lost another customer, and I will not apologize.
Taylor: We are terminating the chat
Jim: Thats one way to solve the problem I guess.

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Old 02-13-2012, 09:42 PM   #2
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To that I can only say WOW.
Not only did they lose a customer from my standpoint they will not gain a customer either

Happy flying may your crashes be limited and if they are not limited let them be cool.
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Old 02-13-2012, 09:59 PM   #3
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a simple rule that applies to many circumstances.....make one customer unhappy and he'll tell 10 people

make a customer happy and he'll tell only a few people.

i don't buy anything from nitro...but have from hobbypartz which is nitro owned and only a couple of batteries. i think what happened to you su.ks and i'll refrain from purchaceing any exceed motors with your review of their customer sevice and the quality of the motor shaft. the shaft may have been a defect thats rare..i'd except that,but bad service is a one time thing for me. so why even give np a chance to disappoint

narrow is the place to land...wide is the space to crash....choose the narrow way!
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Old 02-13-2012, 11:17 PM   #4
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Stuart,
That may be the case (and as a buisness owner thats my experience also) but I believe in sharing good words also. I tell many more folks when I'm happy versus when I'm not *except* here!

20 people will complain where only 10 will say thank you. In this case, I made no reccomendation, but simply showed all my direct experience.

But.. I hear ya, you hit the nail on the head.

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Old 02-13-2012, 11:32 PM   #5
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Remind me next year, I'll meet you at AMA and we can have a VERY LOUD conversation in front of their booth about your "previous years experience"

Jeff/LAX
(don't panic - I don't land the planes)
(but I've been known to lie.....)
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Old 02-13-2012, 11:41 PM   #6
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Jeff,
I'd meet you at Expo, just to sit and have a beer.


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Old 02-13-2012, 11:53 PM   #7
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Done. Other than the SoaringUSA booth, Composite Specialties (I bought some bagging equipment) and finally meeting some of the Inland Slope Rebels, the show was pretty much dogpoo for me - beer would have helped. But always fun to put faces with online friends

Jeff/LAX
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(but I've been known to lie.....)
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Old 02-14-2012, 12:05 AM   #8
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Dang Nitro, hate to read about your experience.

Take care and thanks for posting at WattFlyer!!

Don
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Old 02-14-2012, 12:42 AM   #9
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I should have a booth next year at AMA. Maybe I can get it right next to NitroPlanes.

Looking forward to hanging with Jim again, and meeting you Jeff. In fact, I'll be at Apollo on Sunday. The Valley Flyers are having a Fun Fly/Swap Meet. I'll be in Huntington Beach next weekend, and am going to pop up to the event.

Pat Gagnon

Owner - Nico Hobbies

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Old 02-14-2012, 03:39 PM   #10
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Saying that there is no warranty because you bought it at the event is the most cheesy excuse I have ever heard. A new product is a new product no matter where you bought it. What makes buying a motor online extra special?

I have put Nito Planes on my do not buy list along with several other companies who seem to think warranties are frivolous. I agree that you should stand in fron't of their booth next year and heckle anyone who wishes to talk to them. Have the broken motor with you so you can show them how cheap those guys are that they couldn't replace a broken motor.

The TRUTH is not always what it seems.
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Old 02-14-2012, 03:52 PM   #11
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Scratch another off my list of whom to do business with.

Thanks for the heads up!

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Old 02-14-2012, 03:57 PM   #12
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Sad-speaking of "Heads up," he is one of the best!
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Old 02-14-2012, 07:09 PM   #13
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Spad, had Jeff been at the EXPO, I would have done business with him. He has hooked me up plenty, and has ALWAYS been there for me. If it werent for him, I still would not have my 100 mph award.

I attend EXPO every year, and you can bet I will walk in with the motor, AND the text I printed above, and look them directly in the eye.
To be honest, even a replacement at this time wont change my opinion, because with this background info, they clearly have no choice but to replace it when I am standing there. IMO the true character of a man or business is what they do when they think no one is watching.
What they do in a crowd will not change my opinion, nor experience with them.

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Old 02-14-2012, 09:14 PM   #14
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I do the bulk of my business at shows. If I didn't have a warranty policy for stuff I sold there, I wouldn't be in business.

"We don't warranty stuff sold at shows" is a sorry excuse.

Pat Gagnon

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Old 02-14-2012, 09:34 PM   #15
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Hey nitro could you & old fart please give us an e.t.a (estimated time of a$$-chewing).
I want to be there to videotape the festivities for all wattflyers to enjoy
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Old 02-14-2012, 10:16 PM   #16
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Just deleted them from the Favorites list...
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Old 02-14-2012, 11:36 PM   #17
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Nitro, don't know if you would be inclined, but you could post this same issue on their facebook site. You are then a squeaky wheel right in their face. I can't believe they wouldn't drop a couple of motor shafts in an envelope and mail to you. Obviously the 'chat' folks have no idea of what they are doing.

Posting on the facebook site may at least be in the face of those who do know how to fix it and retain a customer. Oh-Blue and Sky LiPos have about a 25% failure rate out of the box, in my personal experience. Just a note.

All of my landings are three point landings if you count the spinner, too
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Old 02-15-2012, 12:31 AM   #18
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EST, thanks for the great idea

POSTED

Electricity... It's not just for light bulbs anymore.

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Old 02-15-2012, 12:59 AM   #19
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I think most of these folks just have a card that tells them what to say and I bet half of these helpline people don't have a clue as how to handle these problems. Sorry you had problems Nitro myself I have never had a problem with nitroplanes or hobbypartz.


Here is another site to post to.
http://www.rcdiscuss.com/forum.php

plus email for member here Hobbypartz you can look him up and send a PM or email.
admin@hobbypartz.com

Plus Nancy she is on RCG
somewhere in this area.
http://www.rcgroups.com/hobbypartz-com-600/

Good luck!
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Old 02-15-2012, 02:08 AM   #20
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I have bought from HobbyPartz, but online. I got my LED's from them. To be honest, I'm not gonna chase them all over h3ll's half acre for a $80 motor. Fact is, I only visit and partake in ONE FORUM, Wattflyer. I have done the RCG thing, and I got tired of threads getting lost in minutes.

They had a decent chance to make it right, and proved to me that they are not interested in doing so.

Electricity... It's not just for light bulbs anymore.

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Old 02-15-2012, 02:41 AM   #21
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Let 'em join Hobby King!
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Old 02-15-2012, 03:42 AM   #22
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Kudos to my homie, EARTHSCITEACH.


That got their attention, and apparently they are giving me the shaft.... And sending a new replacement shaft also, one they apparently found that they didnt have before.

Electricity... It's not just for light bulbs anymore.

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Old 02-15-2012, 03:49 AM   #23
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Default Yes I do not buy from Nitroplanes.. but...

This guy seems to actually stock parts for a lot of what Nitroplanes sells. Maybe you can find your part there? I have yet to do any business with them so I can't relate any personal experience. If I ever ding my FMS Corsair, this is where I'll get replacement parts. Good luck, hope this helps.

http://www.pw-rc.com/
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Old 02-15-2012, 04:02 AM   #24
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I got spares for my FMS P-51 from pw-rc and got them quick for overseas.
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Old 02-15-2012, 04:27 AM   #25
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Originally Posted by xmech2k View Post
I got spares for my FMS P-51 from pw-rc and got them quick for overseas.
That's good to know... thanks xmech2k.. hope it helps the OP





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