FCC Statement from Hobby Lobby's Owner - WattFlyer RC Electric Flight Forums

Flyboone · 08-14-2009, 05:15 PM

Hey guys,
I'm posting a statement from Hobby Lobby's owner, Mark Cleveland regarding the recent FCC issues.
Jason Cole

Many of you are aware that some time ago, Hobby Lobby International inadvertently sold two items that were not FCC approved. We have cooperated fully with the FCC and pulled these products off the shelf. We are working with the suppliers to reduce power output and otherwise bring these quality products back to the market but in full compliance. Only a few units were sold and we are assured that they pose no danger to the users.

Although this was not intentional, it is simply not acceptable and we want customers to know that we have adopted the old “trust but verify” policy regarding FCC approved products. We have improved our inspection and acceptance processes to be sure this doesn’t happen again. Hobby Lobby International will not sell products in the American market that do not meet FCC guidelines.

Our experience points out a real danger in our marketplace today, when there are many foreign manufacturers selling products into the U.S. through Hong Kong trading companies and web brokers or front hobby shops. Because they are not subject to the FCC in their home country, some manufacturers’ products many not have gone through the rigorous evaluation process required to gain FCC licensing approval. Recently, it seems that there have been more and more of these products available to consumers. We would simply like to help do our part in keeping our customers safe and insuring that all products sold in the American market comply with FCC rules.

Over more than 44 years, the attitude of our team has been clear: Hobby-Lobby wants all our customers to have a great modeling experience. Because of our commitment to giving you a quality product, we made the decision to use only genuine Dean’s ™ connectors in all our planes. We know that there are cheaper knock-offs out there, but your model is worth the very best connections in the business.

Thank you for supporting Hobby-Lobby and for your continued confidence.

Mark Cleveland
CEO, Owner
Hobby-Lobby International
Brentwood, TN

Nitro Blast · 08-14-2009, 07:48 PM

Great info and thanks for keeping us tuned in.... Literally.

park · 08-14-2009, 10:07 PM

I think the FCC has to much time on their hands.

spad · 08-14-2009, 11:04 PM

Actually, it is a serious safety issue. However, I'm certainly no FAA fan.

Louis · 08-14-2009, 11:30 PM

...

kyleservicetech · 08-15-2009, 12:34 AM

Originally Posted by Nitro Blast

Great info and thanks for keeping us tuned in.... Literally.

Tried to find out what the FCC concern was on Google. It appears it was an issue with radio links for on board video cameras.

Is this correct

???

Louis · 08-15-2009, 12:41 AM

...

vax6335 · 08-15-2009, 10:45 PM

What does Deans have to do with the FCC?

Lieutenant Loughead · 08-15-2009, 11:13 PM

Originally Posted by Louis

I would doubt that the new owner was aware of the transgression though; he more or less bought into the problem.

I find this statement very interesting -- is Hobby Lobby under new management?

I've always been a huge Hobby Lobby fan -- but in the last 6 months, I've had all kinds of customer service problems with Hobby Lobby. "New ownership" may certainly explain the issues I've been experiencing.

Try this one: Call Hobby Lobby to place an order. 9 times out of 10, you will get a standard message, which says all the customer service representatives are busy. BUT THEN, there's this other statement -- something like, "Press 2 to leave your phone number, and Hobby Lobby will call you back in the order in which your call was received." Try it -- and let me know how long it takes them to call you back.

Then, when you call back and wait for a CSR to pick up the phone, ask them about the "Press 2 to leave your phone number" option -- they know nothing about it!

I've expereinced this one twice -- and I won't fall into that trap ever again!

To Hobby Lobby -- You guys once had the reputation of the best customer service in the industry. Those days are no longer!

Twmaster · 08-15-2009, 11:49 PM

Yes LL they have gone through quite a bit of change in the last year. First a new CEO, Mr. Graves, then a new owner, Mr. Cleveland.

Flyboone · 08-17-2009, 03:50 PM

Yes we have gone through many changes in the last year. There has been no investment into the business until this year. We've put in three years of systems conversions into a few months and it has been hard. Our new owner has made a commitment to the business and it started with technology. We needed to upgrade pretty much everything from the website to the warehouse to the accounting system to the phone system and so on. The customer service has faltered during these transitions. It's not acceptable to us and we're doing the best we can to fix it. The phone system needs work still and more than that, we need help to man them. We are interviewing today actually to get more people on the phones. The website is no where near complete and we're still working out the kinks with the new order/accounting system. These were and are huge projects that will enable us to better serve our customers with faster systems, more accurate information, and more up front information. The point is, we're the same company we've always been. The same people you see at shows and on the phone. We're hear to help you have fun. We appreciate the feedback and trust that you know we're resolving issues daily.

Thanks,
Jason Cole
Hobby Lobby

Nitro Blast · 08-17-2009, 04:14 PM

Hobby Lobby has never let me down.

So much so, that I can easily extend the 'olive branch' of patience during your rapid changes. I am confident that the services from HL will only get better.

I'll continue to be a HL fan.

firemanbill · 08-17-2009, 04:24 PM

Ditto

Jason, thanks for all you guys do and the service you provide to our great hooby!

Lieutenant Loughead · 08-18-2009, 08:35 PM

Yeah, don't get me wrong -- I still buy things from Hobby Lobby. I've even left some customer feedback on some RTF F-5's I've purchased. I just think a ANYONE should know when they have room for improvement - it's constructive.

firemanbill · 08-18-2009, 10:16 PM

True Guy, and I think are admitting themselves that they have room for improvement and are working very hard to make that happen. Kudos to them for working in that direction.

gfdengine204 · 08-18-2009, 10:35 PM

Yup, it takes a big person to admit they have room for improvement.

groundrushesup · 08-18-2009, 10:40 PM

Originally Posted by vax6335

What does Deans have to do with the FCC?

EDIT: Removed by author.

Lieutenant Loughead · 08-18-2009, 10:57 PM

Fireman Bill -- agreed.

Flyboone · 08-18-2009, 11:01 PM

Thanks for all the support guys. It is a lot of work right now, but I know it will all be worth the effort. We have a long way to go and your feedback helps us get there.

Thanks,
Jason Cole
Hobby Lobby

riverrat · 08-28-2009, 05:08 PM

Originally Posted by Flyboone

Thanks for all the support guys. It is a lot of work right now, but I know it will all be worth the effort. We have a long way to go and your feedback helps us get there.

Thanks,
Jason Cole
Hobby Lobby

Mr. Cole!

Why not go back to the old Website? It worked better for me, just add more tech info, better pics, & add MM to the measurments. It takes time to pick up a scale & figure it out for your self, when it could be added to the More Info. I always liked your faster shipping as compared to Tower.

Just my 2 cts.!!!

Thanks!!!!!!!!!
Jimmy