RE: Screwed by HobbyKing
There seems to be a lot of people questioning my motives. it is very simple. i feel i have been treated very very badly by HK. the saga still continues. i have only posted about this topic because i wasn't a member of this forum until i felt the need to warn fellow RC enthusiasts about HK. when i have more time i intend to post this on a few more RC forums. I am in customer service and i would never treat one of my customers like this. i have waited until today to post again as i wanted to get the latest emails together for everyone to read. first contact July 13. item value about $8. i hope the post is not too long. thanks and don't buy from HK Matthew, Sep 04 15:24 (HKT): Hi Adam , Thanks for contacting the HobbyKing Support Team. We put request to manufacturer for replacement module for you already on 03/08/2012. However it takes time for the arrangement as manufacturer also has checked all parts before they send out the product. It takes time to investigate and arrange replacement for single module. As soon as we receive the replacement part, we will send out to you. Please check account for updates in a few weeks time. Thanks for emailing support. If you have any other questions, please let me know. Regards. Matthew HobbyKing Support Team Dont forget to follow us on Twitter and Facebook for discounts and promotions! www.facebook.com/hobbykinglive www.twitter.com/hobbykinglive Adam, Sep 04 14:25 (HKT): This is a follow-up to your previous request #324829 "RS - Re: ZY - Failed steeri..." What is happening with these parts??? It's been another 3 weeks. What is happening I want to sleek to the boss today. Adam Liddell Jessi, Aug 13 16:16 (HKT): Your request (#339836) has been deemed solved. To review, comment and reopen the request, please visit www.HobbyKing.com Hi Adam , Thanks for contacting the HobbyKing Support Team. Please kindly note that due to we do not have the item in stock for the moment, we are waiting for the replacement from supplier. It normally takes longer to get replacement from supplier. When we get it, we will send it to you as soon as possible and we will update it in the notes of your order#. Please check your account for updates. Thanks for your understanding and patience. Thanks for emailing support. If you have any other questions, please let me know. Regards. Jessi HobbyKing Support Team Dont forget to follow us on Twitter and Facebook for discounts and promotions! www.facebook.com/hobbykinglive www.twitter.com/hobbykinglive Adam, Aug 13 10:01 (HKT): how long will this take? can you not give me the part from stock? the delays in sorting this out are ridiculous. can I please have the details of a supervisor? Adam Jessi, Aug 13 09:57 (HKT): This is a follow-up to your previous request #321881 "ZY - Failed steering servo ..." Hi Adam , Thanks for contacting the HobbyKing Support Team. Thank you for all information, the investigation for your claim has completed. We apologize sincerely for the item which you have received from order #2004602851. We have put request to merchandising department for replacement part from manufacturer. As soon as the replacement part arrives, we will contact you again and make arrangement to ship out to you. Please check account for updates. Thanks for emailing support. If you have any other questions, please let me know. Regards. Jessi HobbyKing Support Team Rachel, Aug 08 17:30 (HKT): Hi Adam , Thanks for contacting the HobbyKing Support Team. Regarding to the replacement servo for A2029T, it does not arrive to our warehouse yet. When it arrives, we will prepare the shipment for you. To be quiet honest, it really will take some time for the replacement, but we will make every effort to get replacement from our supplier as quickly as possible. We will update to you in the first time once we have information. Sorry for the inconvenience and thank you for your understanding. Thanks for emailing support. If you have any other questions, please let me know. Regards. Rachel HobbyKing Support Team Dont forget to follow us on Twitter and Facebook for discounts and promotions! www.facebook.com/hobbykinglive www.twitter.com/hobbykinglive Adam, Aug 08 17:24 (HKT): This is a follow-up to your previous request #317680 "AX -ZY - Failed steering servo" this was 5 days ago what is happening? These delays are unacceptable. if this was my business I would have the replacement out the next day. Adam Ken, Aug 04 08:22 (HKT): Hi Adam , Thanks for contacting the HobbyKing Support Team. Andrea, Jul 28 02:06 (HKT): Hi Adam Liddell , Thanks for contacting the HobbyKing Support Team. Thanks for your reply. We kindly inform you that our warranty department received the item you sent back and will inspect it for you as soon as possible. Please log-in to your account and click on Orders: CHECK, and click on the Order number where the defective items were included, then scroll down and check the Order Messages. Our warranty personnel’s will place a note there if they have checked your item. Thanks for emailing support. If you have any other questions, please let me know. Regards. Andrea HobbyKing Support Team Dont forget to follow us on Twitter and Facebook for discounts and promotions! www.facebook.com/hobbykinglive www.twitter.com/hobbykinglive Adam Liddell, Jul 26 12:46 (HKT): This is getting ridiculous. The cost of my time and your time far out ways the cost of the part. Please sort this out ASAP Adam Liddell Ken, Jul 26 11:47 (HKT): Hi Adam Liddell , Thanks for contacting the HobbyKing Support Team. Thank you for the information, it seems that warehouse may have received the parcel, but they have not update the information yet. Warranty team will start inspection on the servo, as soon as they have it. We will also update the order notes. Please check at a later date. Thank you for your patience. Thanks for emailing support. If you have any other questions, please let me know. Regards. Ken HobbyKing Support Team Dont forget to follow us on Twitter and Facebook for discounts and promotions! www.facebook.com/hobbykinglive www.twitter.com/hobbykinglive Adam Liddell, Jul 24 15:39 (HKT): Ken Aus post registered 493208852012 Adam Liddell Ken, Jul 24 15:32 (HKT): Hi Adam Liddell , Thanks for contacting the HobbyKing Support Team. We are sorry for the late reply. Please provide us the tracking information so we can ask our warehouse staff to collect the item. Inspection will start as soon as we have received the item. We will either resend the or refund for the defect item when warranty claim has been approved. We apologise for the delay and look forward to hear from you soon. Thanks for emailing support. If you have any other questions, please let me know. Regards. Ken HobbyKing Support Team Dont forget to follow us on Twitter and Facebook for discounts and promotions! www.facebook.com/hobbykinglive www.twitter.com/hobbykinglive Adam Liddell, Jul 22 18:49 (HKT): As instructed I have returned the item. RMA ID:52106-4602851 This was sent by Aus Post on Tuesday. I have just checked the aus post tracking details it says awaiting collection @ Moruya post Shop on the 19/7/12 at 08:46. So its been there for 4 days????? I have just checked my account and nothing is shown. So far I am extremely un happy with the whole situation. I understand that things break but it shouldn't be up to me to pay for return shipping. And it shouldn't take this long to resolve. The return freight cost almost as much as the part. ($5.40) Please advise what is happening ASAP Adam Chris, Jul 14 21:15 (HKT): Hi Adam Liddell , Thanks for contacting the HobbyKing Support Team. Please kindly send us the servo. We will send you a new one once it is proved faulty. Thank you. Thanks for emailing support. If you have any other questions, please let me know. Regards. Chris HobbyKing Support Team Dont forget to follow us on Twitter and Facebook for discounts and promotions! www.facebook.com/hobbykinglive www.twitter.com/hobbykinglive Adam Liddell, Jul 14 15:19 (HKT): Mathew, Will the item be repaired and returned to me? Do I have to pull out the radio gear? Adam On 14/07/2012, at 4:50 PM, Matthew wrote: > Matthew, Jul 14 14:50 (HKT): > Hi Adam Liddell , > > Thanks for contacting the HobbyKing Support Team. > > We are sorry to hear that the item from your order #2004602851 seems defective. The item is still under warranty period, you are advised to follow the procedure and send the whole item back to our AUS warehouse for inspection. > > 1) under any circumstance, we do not warrant crash or burnt damage or items which have been modified. This includes cutting or opening of a product. hobbyking.com® accepts no responsibility for the improper installation and use of purchased products. The warranty period for Lithium Polymer Batteries is 30 days unless otherwise stated. > > 2) Please open our SUPPORT page(http://www.hobbyking.com/hobbycity/store/FAQ.asp) > > find “Returns & Refund session, > > click on “Warranty Support Page” > > fill out RMA form > > submit > > return shipping address > > 3) Do remember that NO postage refund will be available for faulty item. You are strongly advised to mail the returned item via the cheapest mailing method with tracking facilities. You are required to put the RMA number on the parcel box, so we can process your return item promptly. > > 4) For lipos please make sure that you have read the Lithium Polymer Warranty page (http://www.hobbyking.com/hobbycity/store/lipo_policy.html)before sending items back. We do not wish to waste your time and money. > > Once we have received your return, our warranty department will start inspection on the item and update report to your account. Please check your account later. > > Thanks for emailing support. > If you have any other questions, please let me know. > Regards. > Matthew > HobbyKing Support Team > Dont forget to follow us on Twitter and Facebook for discounts and promotions! > www.facebook.com/hobbykinglive > www.twitter.com/hobbykinglive > > > Adam Liddell, Jul 13 15:52 (HKT): > HI Matthew, > > There is no physical damage to the car. > As I was setting the trim on the radio the car lost steering control. When you turn the steering you can hear the servo motor running but there is no movement. It sounds like the servo gears have stripped. The car was running less than 60 sec. > > Adam > > > Matthew, Jul 13 15:45 (HKT): > Hi Adam Liddell , > Thanks for contacting the HobbyKing Support Team. > > We are sorry to learn your bad experience on our product. Please provide more information regarding to the set up of the item, describe what happened in the operation of the item. > If there is a physical damage on the product, please provide photos to show the damaged part, and also the complete set of product. > > We will pass all information to our warranty department for advice. > > > Thanks for emailing support. > If you have any other questions, please let me know. > Regards. > Matthew > HobbyKing Support Team > Dont forget to follow us on Twitter and Facebook for discounts and promotions! > www.facebook.com/hobbykinglive > www.twitter.com/hobbykinglive > > > Adam Liddell, Jul 13 10:09 (HKT): > To Whom it may concern. > > I have just had the following discussion with your online support dept. > > Please advise the quickest way to sort this out. As I have a 7 yr old with a birthday present that doesnt work. > > You are now chatting with : Zoe (Customer Service) > Zoe: > Thank you for contacting the HobbyKing Support Team. How may I help you? > You: > I recently purcgased the 1/16 scale etreme rally car. > Zoe: > Yes,How may I help you? > You: > the steering servo failed on the first use. i have had the car for over a month but it was put away for my sons birthday. i worked ok as i installed the radio gear but failed after 2min. > You: > hello? > Zoe: > May I have your order number please? > You: > 2004602851 > Product Speicalist 6: > I sincerely apologize for the inconvenience. Our Warranty Department said to please fill out an RMA form and send the item back to us for replacement. Please log-in to your account and view this link: http://www.hobbyking.com/hobbyking/store/supportform.asp (You will see our return address after you click on Submit) Please send it by the cheapest shipping method that has a tracking number. A replacement will be sent FREE of shipping once the item has been received and inspected. Thank you so much for your patience. > Product Speicalist 6: > e-mail to support@hobbyking.zendesk.com > You: > do i have to send the whole car back at my expense? > Product Speicalist 6: > e-mail to support@hobbyking.zendesk.com and they will tell you what you need to do, usually no to sending the whole thing back. Just what isn't working but they will assist you in that. Sorry but I dont have that power. > You: > ok > > > Thanks, > > Adam > Adam Liddell, Jul 14 15:14 (HKT): Why should I send the whole car back at my expense? It is not my fault. How long does this take? I am so far not very impressed. Adam Liddell Matthew, Jul 14 14:50 (HKT): Hi Adam Liddell , Thanks for contacting the HobbyKing Support Team. We are sorry to hear that the item from your order #2004602851 seems defective. The item is still under warranty period, you are advised to follow the procedure and send the whole item back to our AUS warehouse for inspection. 1) under any circumstance, we do not warrant crash or burnt damage or items which have been modified. This includes cutting or opening of a product. hobbyking.com® accepts no responsibility for the improper installation and use of purchased products. The warranty period for Lithium Polymer Batteries is 30 days unless otherwise stated. 2) Please open our SUPPORT page(http://www.hobbyking.com/hobbycity/store/FAQ.asp) > find “Returns & Refund session, > click on “Warranty Support Page” > fill out RMA form > submit > return shipping address 3) Do remember that NO postage refund will be available for faulty item. You are strongly advised to mail the returned item via the cheapest mailing method with tracking facilities. You are required to put the RMA number on the parcel box, so we can process your return item promptly. 4) For lipos please make sure that you have read the Lithium Polymer Warranty page (http://www.hobbyking.com/hobbycity/store/lipo_policy.html)before sending items back. We do not wish to waste your time and money. Once we have received your return, our warranty department will start inspection on the item and update report to your account. Please check your account later. Thanks for emailing support. If you have any other questions, please let me know. Regards. Matthew HobbyKing Support Team Dont forget to follow us on Twitter and Facebook for discounts and promotions! www.facebook.com/hobbykinglive www.twitter.com/hobbykinglive Adam Liddell, Jul 13 15:52 (HKT): HI Matthew, There is no physical damage to the car. As I was setting the trim on the radio the car lost steering control. When you turn the steering you can hear the servo motor running but there is no movement. It sounds like the servo gears have stripped. The car was running less than 60 sec. Adam Matthew, Jul 13 15:45 (HKT): Hi Adam Liddell , Thanks for contacting the HobbyKing Support Team. We are sorry to learn your bad experience on our product. Please provide more information regarding to the set up of the item, describe what happened in the operation of the item. If there is a physical damage on the product, please provide photos to show the damaged part, and also the complete set of product. We will pass all information to our warranty department for advice. Thanks for emailing support. If you have any other questions, please let me know. Regards. Matthew HobbyKing Support Team Dont forget to follow us on Twitter and Facebook for discounts and promotions! www.facebook.com/hobbykinglive www.twitter.com/hobbykinglive Adam Liddell, Jul 13 10:09 (HKT): To Whom it may concern. I have just had the following discussion with your online support dept. Please advise the quickest way to sort this out. As I have a 7 yr old with a birthday present that doesnt work. You are now chatting with : Zoe (Customer Service) Zoe: Thank you for contacting the HobbyKing Support Team. How may I help you? You: I recently purcgased the 1/16 scale etreme rally car. Zoe: Yes,How may I help you? You: the steering servo failed on the first use. i have had the car for over a month but it was put away for my sons birthday. i worked ok as i installed the radio gear but failed after 2min. You: hello? Zoe: May I have your order number please? You: 2004602851 Product Speicalist 6: I sincerely apologize for the inconvenience. Our Warranty Department said to please fill out an RMA form and send the item back to us for replacement. Please log-in to your account and view this link: http://www.hobbyking.com/hobbyking/store/supportform.asp (You will see our return address after you click on Submit) Please send it by the cheapest shipping method that has a tracking number. A replacement will be sent FREE of shipping once the item has been received and inspected. Thank you so much for your patience. Product Speicalist 6: e-mail to support@hobbyking.zendesk.com You: do i have to send the whole car back at my expense? Product Speicalist 6: e-mail to support@hobbyking.zendesk.com and they will tell you what you need to do, usually no to sending the whole thing back. Just what isn't working but they will assist you in that. Sorry but I dont have that power. You: ok Thanks, Adam apologise for the delay, warranty team has informed us that they have now completed the inspection and confirmed the servo was faulty. A replacement has been requested for you and we will send it out to you as soon as it has been processed. We apologise for the inconvenience caused. Thanks for emailing support. If you have any other questions, please let me know. Regards. Ken HobbyKing Support Team Dont forget to follow us on Twitter and Facebook for discounts and promotions! www.facebook.com/hobbykinglive www.twitter.com/hobbykinglive Adam, Aug 03 13:14 (HKT): Ken this is getting very silly. it will take 10 seconds to see that the gears inside the servo are broken. It cannot be fixed. It must be replaced. this has taken far far too long. can you give me the details of a supervisor? Adam Ken, Aug 03 12:59 (HKT): Hi Adam , Thanks for contacting the HobbyKing Support Team. We understand your concern. We have checked with the warranty team, the item is being inspected at the moment. Please allow some more time for them to locate and fix the issues for you. We will have it sent back to you as soon as it has been fixed. We apologise for the inconvenience caused. Thanks for emailing support. If you have any other questions, please let me know. Regards. Ken HobbyKing Support Team Dont forget to follow us on Twitter and Facebook for discounts and promotions! www.facebook.com/hobbykinglive www.twitter.com/hobbykinglive Adam, Aug 02 14:40 (HKT): Rachel Your warehouse should have had the part over 2 weeks ago. This is just ludicrous. I want this resolved now. The stuffing around to chase an item that you sell for less than $10 far out ways the value of the order. If it wasn't for the fact it was a present for my son I would sent he whole order back and demanded a full refund. As for my continued support you do not have it. I would never recommend hobby king to anyone. Or will I ever order from you again. Please advise when this issue will be resolved. Adam Liddell Rachel, Aug 02 14:25 (HKT): Hi Adam , Thanks for contacting the HobbyKing Support Team. We are sorry for keeping you waiting and we have received your request. Please be noted that we have checked that your item has arrived in AUS Warehouse and is waiting for inspecting. Once we have any updates, we will contact you as soon as possible. Sorry for the inconvenience and thank you for your understanding. If you have any problems, you are kindly advised to contact us. Thank you for your continual support! Look forward to serving you again in the near future! Thanks for emailing support. If you have any other questions, please let me know. Regards. Rachel HobbyKing Support Team Dont forget to follow us on Twitter and Facebook for discounts and promotions! www.facebook.com/hobbykinglive www.twitter.com/hobbykinglive Adam, Aug 02 14:17 (HKT): I want to know what is happening with the warranty claim on my order 2004602851. This is ridiculous I want it resolved
Posted on: 9/4/2012 1:15 AM by Author "Adam184" in the forum "The Clubhouse"
http://www.rcuniverse.com/forum/fb.asp?m=11216606

RE: Screwed by HobbyKing
thanks for all the replies. i made the mistake of researching the model and not the company. i found mostly favorable reviews so as i mentioned in original post i wasnt to concerned about the little fella breaking it for the price. I didnt expect something with quality and performance to match the big brands but i did expect them to back the product. thanks topspin ill look at the sites you sugggested as i dont have the money to blow on high end cars particulary if my sons interest dosnt hold. in the mean time ill spend a little bit of time starting similar threads across the net.
Posted on: 8/9/2012 12:54 AM by Author "Adam184" in the forum "The Clubhouse"
http://www.rcuniverse.com/forum/fb.asp?m=11186589

Screwed by HobbyKing
A WARNING In early June I purchased 'The Turnigy 1/16th Mini Rally Extreme' car. This was for my sons birthday on July 4. This was to be his second car and he was after something a little faster than the 540 motored buggy he currently has. Im not new to RC. The specs list and price looked good as I still don't want to spend big dollars on a car a 7yr old will probably smash at some point. This was my first order from HobbyKing. The whole order was in stock in Sydney and still took a week to get to me. I have had orders from Hong Kong and the US come much faster. Before my son even had a go of the car(I was setting steering trim) the steering servo failed. I understand that these things happen. What happened when I contacted HobbyKing was nothing short of absurd. At first they wanted me to send the whole car back to them at my expense. After I complained they said I could just send the servo back. Again at my expense($5.60). It had taken almost 2 weeks to get to this point. After more chasing they said they lost the item in the post (sent registered Post) then after they got it it took another week and 1/2 for them too examin the part. (that should take 10 seconds) They now tell me it will take 'some time' before they even have the replacement. So hey have screwed around for a month over a part they sell for $8. I will never order anything from them again and you shouldn't either. I hope you have better luck in the market place than me
Posted on: 8/8/2012 5:57 AM by Author "Adam184" in the forum "The Clubhouse"
http://www.rcuniverse.com/forum/fb.asp?m=11185350