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Hobby King

Old 03-29-2015, 08:46 PM
  #151  
solentlife
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Originally Posted by weedsnager View Post
Where are the chat people located ?
Hong Kong - unless there are separate for USA / other areas, but I am fairly sure there's only the Hong Kong ....

Maybe someone can be more specific ?

Nigel
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Old 04-11-2015, 06:12 PM
  #152  
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Can't recall where I saw it, but it might have been on a HK thread on their own site...but I believe they use a third party vendor in the Philippines or India to do their chat stuff. These seems to be the trend with many companies, not just hobby related ones.

Yes, it would be great for every company to have someone available 24/7 that knew everything about every product. Comparing HK to Horizon is not comparing apples to apples, yes they both sell rc stuff, but they are very different companies. The pricing of products alone should tell any reasonable person that the levels of service are going to be different.
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Old 04-11-2015, 06:27 PM
  #153  
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India has been providing Customer Service for many banks and institutions around the world for some years now.
It actually became a marketing issue for some companies where they would state clearly that CS was local and not outsourced ....
The voice based CS came about mainly because of development of reliable VOIP. The CS number you called connected to a VOIP number and you were routed via internet to the CS agent. You could always tell because of delays in voice replying etc.

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Old 05-21-2015, 09:56 AM
  #154  
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I am starting to lose my patience with these guys now.

Long story short, I purchased a PNP AXN Floater jet and the ESC failed on its second flight resulting in a crash.



Sent proof of the burnt ESC to HK and 5 days later I get this response.

Hi xxxx,

That ESC does not look like one from HK
where did you purchase it?

Kind regards,

xxxxx
HobbyKing Support Team


My reply

Dear Sir,

I can assure you that this is the ESC (Aoxan AE-25A) that came included with my AXN Floater Jet. If you google the part and AXN Floater you will see that this is the included ESC with this model, as sold by HobbyKing. E.g see second post on the HK forums.

https://www.hobbyking.com/hobbyking/...=14841&OB=DESC

Thank you
xxxx

HK reply

Hi xxxx,

The esc is the item that failed and caused your crash
Can I have the order number you used to purchase the esc from us please
Either this is complete incompetence or subterfuge to avoid admitting that the plane as a whole was faulty. If a cambelt on a 2 week old car fails resulting in a new engine, Ford wouldn't try and wriggle out of it by only giving you a replacement cambelt.

Hope this ends well, but not looking likely
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Old 05-21-2015, 10:39 AM
  #155  
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I would not quote Ford !

I had a new 2.8i Ford Capri that snapped rear shaft and caused extensive damage to car. Ford refused to accept and played the big boys hand vs a private person card. I had info from auto market that a batch of shafts had trouble on various Ford cars using same. Made no difference - I had to use insurance to repair the car in the end. That ended my use of Ford .... even though I raced Ford before.

Hobby King does try patience at times ....but quiet perseverance can often win.

I suggest you a) quote original purchase order reference in all chats, b) keep calm but on straight path, return to chat - keep all simple and fact - correct where they get wrong and keep nicely at it. It may be better to talk to Product Specialist and not the regular chat people. They can check what is supplied with models.

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Old 05-21-2015, 11:13 AM
  #156  
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I wrote back a very polite response, slowly and patiently explaining that PNF = Plug and Fly and therefore the ESC, Servos, Motor etc.. came pre-installed on the plane.
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Old 05-21-2015, 02:05 PM
  #157  
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Hi Swiss,
I see the note you reference from the HK thread, but keep in mind that was 4 years old. Not sure when you bought yours, but the current listing doesn't show a 25 amp exc, rather it lists a 20 amp. Odd too that they would use a 25 amp esc rated for up to a 4 cell in such a small plane. Either way though all you should need to show them is your order number from HK to verify the purchase was from them.

Are you asking for a new plane or just the esc? I'm thinking you're going to have an uphill battle either way. They might ask for the esc (or plane) to be mailed to them (at your cost of course), or they may just say yes we can see that the esc is burnt, but we don't know that it's a bad part. It could have been misused, had a larger battery used that suggested, etc etc etc. Unless there was a obvious and known problem with this plane/esc combo it might be tough to prove. Please keep in mind I'm not saying it didn't happen the way you said it did, just trying to give a reality check on what they (or other) companies might do.

If the plane is repairable, gotta love EPO, might just be less frustrating to throw a replacement esc in there if you have one laying around.

If you paid by Paypal, you can file a complaint with them and work thought that process as well. If by credit card, file a dispute there.

If you are on RC Groups, you might reach out to this fellow, he seems to be pretty successful in dealing with lots of service issues.

http://www.rcgroups.com/forums/member.php?u=509946

Good luck either way you go.
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Old 05-21-2015, 02:33 PM
  #158  
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Originally Posted by Swiss Flyer View Post
I wrote back a very polite response, slowly and patiently explaining that PNF = Plug and Fly and therefore the ESC, Servos, Motor etc.. came pre-installed on the plane.
Are you talking to general Chat or Product Specialist ?

Nigel
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Old 05-21-2015, 05:19 PM
  #159  
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Originally Posted by Porcia83 View Post
Hi Swiss,
I see the note you reference from the HK thread, but keep in mind that was 4 years old. Not sure when you bought yours, but the current listing doesn't show a 25 amp exc, rather it lists a 20 amp. Odd too that they would use a 25 amp esc rated for up to a 4 cell in such a small plane. Either way though all you should need to show them is your order number from HK to verify the purchase was from them.

Are you asking for a new plane or just the esc? I'm thinking you're going to have an uphill battle either way. They might ask for the esc (or plane) to be mailed to them (at your cost of course), or they may just say yes we can see that the esc is burnt, but we don't know that it's a bad part. It could have been misused, had a larger battery used that suggested, etc etc etc. Unless there was a obvious and known problem with this plane/esc combo it might be tough to prove. Please keep in mind I'm not saying it didn't happen the way you said it did, just trying to give a reality check on what they (or other) companies might do.

If the plane is repairable, gotta love EPO, might just be less frustrating to throw a replacement esc in there if you have one laying around.

If you paid by Paypal, you can file a complaint with them and work thought that process as well. If by credit card, file a dispute there.

If you are on RC Groups, you might reach out to this fellow, he seems to be pretty successful in dealing with lots of service issues.

http://www.rcgroups.com/forums/member.php?u=509946

Good luck either way you go.
Thanks, but this is definitely their ESC and its whats included in the Stock set up as you can see here (the most comprehensive AXN Floater wiki on the web. The only question is whether they have a blanket policy that excludes damage to an airframe due to a parts failure? Had it been a motor or a servo I might have had a fighting chance, but not complete failure of the power source.

Anyway thanks for the HobbyKing contact, the only thing is he's based in the US.. does his patch extend to Europe?

Originally Posted by solentlife View Post
Are you talking to general Chat or Product Specialist ?
A product Specialist, would you believe?
I'm processing through the RMA process so all of this is being logged.

Last edited by Swiss Flyer; 05-21-2015 at 05:45 PM.
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Old 05-23-2015, 10:35 PM
  #160  
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LOL, just as I thought

Thank you for patiently waiting for our response and thank you for the video that you have provided. Sorry for the inconvenience that this may have caused you.

We would like to inform you that our Product Specialist confirmed that the SKU: $10.80 from your order xxxxxxxxxx was proven faulty after the inspection. We would like to solve this concern in as immediate as possible to give you superior experience. etc.. etc..
Time to open up a PayPal dispute.
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Old 05-27-2015, 03:23 PM
  #161  
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Originally Posted by Swiss Flyer View Post
LOL, just as I thought

Time to open up a PayPal dispute.
Success... PayPal have ruled in my favour , I have to return the complete kit and send them proof of postage and then they will refund me. In the meantime I received a number of vaguely menacing emails from HK CS asking me to close the PayPal dispute or else I wouldn't get my $10 ESC refund

The only sting in the tail is that I need to send it to Hong Kong (even though it came from Holland) but its worth it even it costs $100 to send.
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Old 05-27-2015, 03:57 PM
  #162  
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We would like to inform you that our Product Specialist confirmed that the SKU: $10.80 from your order xxxxxxxxxx was proven faulty after the inspection. We would like to solve this concern in as immediate as possible to give you superior experience. etc.. etc..
I'm confused ... is the guy saying you have faulty gear and will "solve this concern in as immediate as possible " or not ?

Also - I am confused why send to Hong Kong ? Any item I have had to return on warranty to HK has been to their UK Warehouse regardless of bought in EU or Hong Kong .. BUT replacement comes from Hong Kong ...

mmmmmm am I missing something here ?

I agree though the HK's insistence on ending PP disputes is a well known matter .... and most likely relates to potential penalties or refusal by PP if too many disputes to work with HK.

Nigel
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Old 05-27-2015, 06:08 PM
  #163  
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Originally Posted by solentlife View Post
I'm confused ... is the guy saying you have faulty gear and will "solve this concern in as immediate as possible " or not ?

Also - I am confused why send to Hong Kong ? Any item I have had to return on warranty to HK has been to their UK Warehouse regardless of bought in EU or Hong Kong .. BUT replacement comes from Hong Kong ...

mmmmmm am I missing something here ?

I agree though the HK's insistence on ending PP disputes is a well known matter .... and most likely relates to potential penalties or refusal by PP if too many disputes to work with HK.

Nigel
No, their idea of a resolution was to credit my account with $10.80 worth of bid points, or ship me a replacement ESC. There were two further rounds of exchange and each time they reiterated that crash damage is not covered.

As for why HK? maybe it's punishment
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Old 05-27-2015, 07:36 PM
  #164  
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Default simple solution

Cease attempting to do business with HK and any other business that uses paypal. That's my drill and it saves me immense aggravation.
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Old 05-27-2015, 07:55 PM
  #165  
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Originally Posted by carpetbagger View Post
Cease attempting to do business with HK and any other business that uses paypal. That's my drill and it saves me immense aggravation.
Why?

Paypal actually found in Swiss Flyer's favour and came to the rescue. If he'd not have used Paypal he would probably be out of pocket and still arguing with Hobbyking.

As a buyer Paypal has nothing but advantages as far as I'm concerned, I've yet to find any downside. If fact your drill of not buying from anyone who accepts paypal MUST cause you huge aggravation, because in taking that stance you are ruling out buying from what is probably the majority of the RC sellers in the world.

It's different if you are the seller as Paypal fees are steep, but if the seller chooses to accept Paypal then they accept the fees, so fair enough.
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Old 05-27-2015, 09:00 PM
  #166  
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Originally Posted by JetPlaneFlyer View Post
Why?

Paypal actually found in Swiss Flyer's favour and came to the rescue. If he'd not have used Paypal he would probably be out of pocket and still arguing with Hobbyking.

As a buyer Paypal has nothing but advantages as far as I'm concerned, I've yet to find any downside. If fact your drill of not buying from anyone who accepts paypal MUST cause you huge aggravation, because in taking that stance you are ruling out buying from what is probably the majority of the RC sellers in the world.

It's different if you are the seller as Paypal fees are steep, but if the seller chooses to accept Paypal then they accept the fees, so fair enough.
I completely agree, PayPal has been excellent for me and I've been a customer since early 2000 just when they were bought out by Ebay.

I just wish more Swiss, German and other European sellers would accept it instead of bank transfers, cheques etc.. which are all very tedious and time consuming. I would certainly favour a seller or business who accept PayPal, especially since it allows for fast checkouts.

Sure there is abuse on both sides, but I think their case managers are pretty experienced in being able to spot patterns. In my case the last dispute I had was 5 years ago after I was sent a fake pair of sunglasses
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Old 05-27-2015, 10:13 PM
  #167  
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Looks like I am going to have to snatch defeat from the jaws of victory
The cheapest way to send this damn plane to Hong Kong is 91 on account of its akward dimensions (82 * 24 *24cm - 1.6 kg), I'm basically in a much larger parcel category.
They must know this which is why they insert that stipulation the plane cost me 76 and as soon as it arrives in HK it will most likely be binned, so it would be an unconscionable waste of money.

They won in the end but I've learnt a valuable lesson, I'm closing my account and sticking to reputable dealers.
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Old 05-27-2015, 10:23 PM
  #168  
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I don't think they can make you send it to hong Kong. If you purchased it from a local warehouse then legally that is where it should be returned to, no way can they force you to send it anywhere else. I'm sure Paypal would back you on that.

FWIW, there are very few dealers who would voluntarily cover consequential damage caused by a crash, even if the crash was claimed to be due to a faulty component. I've heard reports of Horizon doing it on a goodwill basis, but for most companies, even the high end and highly reputable ones, the best you could hope for is replacement of the failed component like Hobbyking offered.
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Old 05-27-2015, 10:25 PM
  #169  
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Originally Posted by carpetbagger View Post
Cease attempting to do business with HK and any other business that uses paypal. That's my drill and it saves me immense aggravation.
If that works for you great, but that certainly limits the ease of doing business. Way to many benefits to use them.

http://www.rcgroups.com/forums/showt...2421709&page=5

In that case they actually sided with the Seller!
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Old 05-27-2015, 10:27 PM
  #170  
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Originally Posted by JetPlaneFlyer View Post
I dont think they can make you send it to hong Kong. If you purchased it from a local warehouse then legally that is where it should be returned to, no way can they force you to send it anywhere else. I'm sure Paypal would back you on that.
If it came from there that's where it would need to be sent back. I think he's in Switzerland. Overseas postage is a killer.
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Old 05-27-2015, 10:33 PM
  #171  
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Originally Posted by Porcia83 View Post
If it came from there that's where it would need to be sent back. I think he's in Switzerland. Overseas postage is a killer.
Swiss Flyer said in a previous post that it was purchased from the Euro warehouse in Holland.... Hence my comment about it not having to be sent to Hong Kong.

Postage within Europe is quite reasonable.
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Old 05-27-2015, 10:38 PM
  #172  
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Originally Posted by Swiss Flyer View Post
Looks like I am going to have to snatch defeat from the jaws of victory
The cheapest way to send this damn plane to Hong Kong is 91 on account of its akward dimensions (82 * 24 *24cm - 1.6 kg), I'm basically in a much larger parcel category.
They must know this which is why they insert that stipulation the plane cost me 76 and as soon as it arrives in HK it will most likely be binned, so it would be an unconscionable waste of money.

They won in the end but I've learnt a valuable lesson, I'm closing my account and sticking to reputable dealers.
The assumption I guess is that they are not a reputable dealer because they offered a refund but wanted their product back? I think that's SOP for many companies. See my post 157 above, I thought it might end this way, they almost always want their items back and don't pay return shipping.

You've made a decision to not use them based on your experience, that's settled. But what about the plane? I asked earlier if it was repairable, can't really tell from the pics. I've had this one as well as the Bixler and they are generally pretty durable, and do great with all types of glue. I'd at least take them up on the offer of the new ESC, at least get that out of them

As to your earlier question on the CSR for HK, yes he is based on the states, NY last I heard. Absolutely look him up and see what he can do for you, he doesn't appear to be able to fix everything, but might be able to do something (even more so now that the PP dispute is done). They are well known for asking for the PP complaint to be closed but it's not a good idea to do so.

Good luck either way you go.
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Old 05-27-2015, 10:43 PM
  #173  
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Have you ever used Banggood? I've seen their ads but never used them, I'm guessing they would ship to you?
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Old 05-27-2015, 11:01 PM
  #174  
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Just to clarify it did come from the Netherlands, and I would be more than happy to send it back there (15 shipping at most). The plane is damaged beyond repair as far as I can tell, but then I am not as resourceful as many of you guys
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Old 05-27-2015, 11:21 PM
  #175  
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Send it back to where it came from, if you can do that and show proof of same, PP will side in your favor. There was a time when they would try to get people to send back to HK when purchased in the states, that didn't work so well for them.

Believe me....I'm not that great with building and repairing, but EPO is so easy to work with. Much like dealing with HK, it depends on your tolerance for trial and error.
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