AMain.com, Inc.

We have been investigating the situation and after careful review, Amain.com has been proactively seeking a resolution with the customerIn addition to the customer’s testimony I would like to include the following detailsAs you will see, these are the steps and actions taken to resolve the
customer's defective helicopter(s)* Customer contacted AMain.com to return Lynx Heli * Order ID: *** * RMA was created: *** * UPS Call Tag was issued to customer, under the assumption the item was defective on arrival * Item was received by Return’s department - Unit was flown and crashed - Customer repaired the unit with tape and glue - Camera worked up until the SD card was plugged in - When a SD card was plugged in, camera video is disabled * Customer was notified of the crash, and the product being defective due to user errorTold customer we can send the unit back with next order, ship it (customer pays for freight), or if the customer wants to discard the unit we can dispose of it * Customer spoke with *** and after a couple emails back and forth, *** sent a replacement to the customer * Replacement Order ID: *** * Customer contacted *** again via e-mail, almost two weeks after replacement helicopter was sent, stating there were issues with the new helicopter- Video feed works - Helicopter doesn’t fly * Sent e-mail response to customer asking for clarification on helicopter and issues* Due to lack of details and communication, a return was never authorizedAt this stage, I would like to get the replacement unit back from the customer and offer a complete refundI have made an attempt to contact the customer via e-mail to make arrangements for a returnA return authorization number has been assigned, #***A UPS call tag has been issued and e-mailed to the customer for return shipping on the defective unitOnce the unit arrives back to our business a full refund will be processed within one business day

Additional Information and Follow-up: After the Customer filed a Revdex.com claim Amain.com authorized a return of the helicopter the Customer stated was received defective and not runningA refund was promised to the Customer upon receipt of the defective unitThe supposed defective helicopter was received back to our distribution center on 12/18/Upon opening the box, it was very clear that the unit had been flown, crashed, then modified/repairedThis is the exact scenario like the previous unit, both units were broken during flight and then cobbled together using various materialsThis is not a warranty issue, as the unit was in operable conditionWhen a crash occurs, we sell replacement parts to repair the aircraftHowever, the expense is to the customer, as these helicopters are hobby grade and made to be repaired in case of an accidental crashInvestigating the received unit, the helicopter is not defective, it’s just broke due to user pilot errorHowever, since Amain.com committed to issuing a refund upon receiving the helicopter, we will honor our arrangement and see the customer is refundedIn addition, we wanted to make Revdex.com aware of the issue, as this claim is due to user error and not a warranty issue, as originally described

Review: On 2-12-2014 I ordered a rc car from A-Main Hobbies order # [redacted]. It arrived on 2-19-2014. I charged the battery with the charger (both came with the car ) and ran the car in the living room for about 10 minutes. The car stopped I recharged the battery and tried to run the car the next day. It would not work, I contacted A-Main Hobbies and asked for a refund. They said they would check the car and refund if it didnt work. I said I just wanted a refund because if it stopped working in the first 10 minutes then it might do the same once I got it back. The car was not damaged and its in the box it came in. Im a first time buyer from this company and feel they were giving me the run around on a refund. Iam sending the car back to them this morning 2-21-2014. I talked to a Adam Smith first then asked to speak to his supervisor which was a Alica. After explaining to her my concern that the car could stop working again if replaced I just wanted a refund she insisted they would not give me a refund. I asked several times to speak to her supervisor or Boss but she would not let me speak to anyone else. She asked me to send the car back which I am very glad to do and said they would check it. I only want a refund because a hobby grade rc car should not stop working in the first 10 minutes, I have been around hobby grade cars for several years and know how they work. I feel Alica should have let me speak to someone else. I have the conversation in email if you need it. I dont want the part replaced or the car replaced . After this problem with the car I have found out on the web the car has been discontinued so that tells me there is a problem with this brand of model.They should have the rc car back in their hands within a week from ups. Thank you for any help you can give me. Ricky BohannonDesired Settlement: Once they have the rc car back I would like a refund to my visa or pay-pal account.

Consumer

Response:

I just received a phone call from A Main hobbies and they are giving me a full refund. I would like to close the case # [redacted] I had against them and would like to thank you for your help.

Thanks again Ricky

Consumer

Response:

I just received a phone call from A Main hobbies and they are giving me a full refund. I would like to close the case # [redacted] I had against them and would like to thank you for your help.

Thanks again Ricky

Consumer

Response:

I just received a phone call from A Main hobbies and they are giving me a full refund. I would like to close the case # [redacted] I had against them and would like to thank you for your help.

Thanks again Ricky

Review: Tech department ([redacted]) at this store convinced me to ship my original helicopter when I called for basic help and offered a new one, they then tell me its fine and that I must pay for shipping to get it back. After almost 2 weeks of complaints they ship another one as promised by tech department that stopped working in 3 days without accidental damage or crash. They are now ignoring my emails for RMA . I simply had a question about the video formatting on the camera mounted on the helicopter, I was happy with it. Now I have a non operating unit,I followed the instructions as I did before.Desired Settlement: Revdex.com,[redacted] the CSR Manager had originally offered my original helicopter along with a 20 dollar store credit which is much better than this defective unit. At this point I much rather have a FULL refund or a new unit that has been tested/inspected before shipping by in house team at Amain in Chino not Hubsan in China.Store credit would be my last resort.Respectfully,[redacted]

Business

Response:

We have been investigating the situation and after careful review, Amain.com has been proactively seeking a resolution with the customer. In addition to the customer’s testimony I would like to include the following details. As you will see, these are the steps and actions taken to resolve the customer's defective helicopter(s). * Customer contacted AMain.com to return Lynx Heli * Order ID: [redacted] RMA was created: [redacted] UPS Call Tag was issued to customer, under the assumption the item was defective on arrival * Item was received by Return’s department - Unit was flown and crashed - Customer repaired the unit with tape and glue - Camera worked up until the SD card was plugged in - When a SD card was plugged in, camera video is disabled * Customer was notified of the crash, and the product being defective due to user error. Told customer we can send the unit back with next order, ship it (customer pays for freight), or if the customer wants to discard the unit we can dispose of it * Customer spoke with [redacted] and after a couple emails back and forth, [redacted] sent a replacement to the customer * Replacement Order ID: [redacted] Customer contacted [redacted] again via e-mail, almost two weeks after replacement helicopter was sent, stating there were issues with the new helicopter. - Video feed works - Helicopter doesn’t fly * Sent e-mail response to customer asking for clarification on helicopter and issues. * Due to lack of details and communication, a return was never authorized. At this stage, I would like to get the replacement unit back from the customer and offer a complete refund. I have made an attempt to contact the customer via e-mail to make arrangements for a return. A return authorization number has been assigned, #[redacted]. A UPS call tag has been issued and e-mailed to the customer for return shipping on the defective unit. Once the unit arrives back to our business a full refund will be processed within one business day.

Business

Response:

Additional Information and Follow-up: After the Customer filed a Revdex.com claim Amain.com authorized a return of the helicopter the Customer stated was received defective and not running. A refund was promised to the Customer upon receipt of the defective unit. The supposed defective helicopter was received back to our distribution center on 12/18/14. Upon opening the box, it was very clear that the unit had been flown, crashed, then modified/repaired. This is the exact scenario like the previous unit, both units were broken during flight and then cobbled together using various materials. This is not a warranty issue, as the unit was in operable condition. When a crash occurs, we sell replacement parts to repair the aircraft. However, the expense is to the customer, as these helicopters are hobby grade and made to be repaired in case of an accidental crash. Investigating the received unit, the helicopter is not defective, it’s just broke due to user pilot error. However, since Amain.com committed to issuing a refund upon receiving the helicopter, we will honor our arrangement and see the customer is refunded. In addition, we wanted to make Revdex.com aware of the issue, as this claim is due to user error and not a warranty issue, as originally described.

Business

Response:

Additional Information and Follow-up: After the Customer filed a Revdex.com claim Amain.com authorized a return of the helicopter the Customer stated was received defective and not running. A refund was promised to the Customer upon receipt of the defective unit. The supposed defective helicopter was received back to our distribution center on 12/18/14. Upon opening the box, it was very clear that the unit had been flown, crashed, then modified/repaired. This is the exact scenario like the previous unit, both units were broken during flight and then cobbled together using various materials. This is not a warranty issue, as the unit was in operable condition. When a crash occurs, we sell replacement parts to repair the aircraft. However, the expense is to the customer, as these helicopters are hobby grade and made to be repaired in case of an accidental crash. Investigating the received unit, the helicopter is not defective, it’s just broke due to user pilot error. However, since Amain.com committed to issuing a refund upon receiving the helicopter, we will honor our arrangement and see the customer is refunded. In addition, we wanted to make Revdex.com aware of the issue, as this claim is due to user error and not a warranty issue, as originally described.

I am absolutely very pleased with amain.com. prices are good. Customer service is second to none. Not many company's have live chat. Live chat is an amazing tool to have. I've alway had a great experience shopping with amain.com. shipping times are great. I also really like the vip rewards program. Thankyou guys for making my hobby with rc cars so great.

Great website, fast shipping, but zero customer service. When the shipper delayed the shipment they were no help in compensation for the charges nor did they offer anything to compensate for the delay in receiving items... too the point of actually being smug on comments.

Review: Never received the item, wasn't resolved despite numerous attempts to resolve the issue of non receipt of the items.

I ordered some parts for my RC Heli which shipped on Nov 17, Order #XXXXXXX for the amount of $27.81, and chose the free shipping from this company which gave me an estimated Nov26 arrival date. I tracked the item on Nov22 and said it was delivered on NOV19 but I never got the package. I asked my neighbors if they accidentally received it to no avail. I contacted customer service right after and was told to go to the USPS, which I did and still no package. I contacted the amain's customer service again and was told they were going to open an inquiry with USPS, I contacted again on NOV26 and asked the status. Contacted again on DEC 3 and was given the same run around that USPS advices to look everywhere.

Desired Settlement: I just want my products which I paid for

Business

Response:

Initial Business Response

Hello [redacted],

It's a pleasure to meet you. My name is [redacted] and I am the VP of the Customer Service Department for A-Main Hobbies. I received a letter from the Revdex.com, describing the delivery issue that occurred with order ID: XXXXXXX. I would like to start by acknowledging that the process took longer than it should have for you and I apologize that we made the process an unpleasant experience. Reading the notes on the order, I see that you spoke to a few people about the situation, none of which were proactive with your situation and forthcoming with your information. In the end, the blame falls on me since the team us under my leadership and I agree we could have expedited the solution and not be so redundant with our interaction.

Moving forward, I see that we reimbursed you for Order ID: XXXXXXX in the form of product replacement (new order: XXXXXXX). The replacement order was created on 12/6/2013 and should have arrived by now.

Thank you for allowing us the opportunity to correct the situation and I apologize for the inconvenience you had to endure with waiting. Our goal is to create the best quality customer experience, not tarnish business relationships. Hopefully we'll have the privilege of working with you again in the future. I appreciate your business and if there is anything I can do to be of service, please don't hesitate to contact me.

Take care and I wish you a Happy Holidays.

Best Regards,

[redacted] V.P. of Customer Service

http://www.AMainHobbies.com

1-800-705-2215 (Toll Free) Ext. [redacted]

1-530-894-0797 (Local)

1-530-267-8268 (Fax)

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

I received the package. Thanks for takingnaction