Hitec RCD USA Inc

In late September the customer contacted our service department about having difficulties with a new quadcopter. At that time the problem was with connection to the unit’s wifi repeater for the camera. After going through several steps to resolve the issue it was determined that we would send a...

replacement repeater, which was sent out the next day with a prepaid return label. Then shortly after that call, the customer contacted us again and stated the quadcopter had a flyaway.Though it is not our normal policy to replace units involved in flyaways (there are too many outside factors that could cause them and are beyond our control), it was decided to replace the unit because of the previous issue with the repeater. A new complete quadcopter was sent out in early October, with a prepaid return shipping label for the to return the two repeaters (replacement and defective) and the transmitter still in their possession. When we received these units back, all tested properly with no issues including the once thought defective repeater.In December, we were contacted again about another flyaway. As stated in the reply email, we are willing to give a steep discount on a new unit, but a replacement this time is not an option for the reasons stated above about factors beyond our control. Refunds are not provided because the product was not purchased directly from us.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

In late September the customer contacted our service...

department about having difficulties with a new quadcopter. At that time the problem was with connection to the unit’s wifi repeater for the camera. After going through several steps to resolve the issue it was determined that we would send a replacement repeater, which was sent out the next day with a prepaid return label.
Then shortly after that call, the customer contacted us again and stated the quadcopter had a flyaway.Though it is not our normal policy to replace units involved in flyaways (there are too many outside factors that could cause them and are beyond our control), it was decided to replace the unit because of the previous issue with the repeater. A new complete quadcopter was sent out in early October, with a prepaid return shipping label for the to return the two repeaters (replacement and defective) and the transmitter still in their possession. When we received these units back, all tested properly with no issues including the once thought defective repeater.
In December, we were contacted again about another flyaway. As stated in the reply email, we are willing to give a steep discount on a new unit, but a replacement this time is not an option for the reasons stated above about factors beyond our control. Refunds are not provided because the product was not purchased directly from us.

Review: I had purchased a Q-Cop drone online on sept 21, 2015 from Tower Hobbies and the drone flew away from me so I had contacted Hitec in California where the drone was made and they had replaced the drone under warranty. The new one I had received was not flown for 2 months I took it out of the box and had flown it one time and the repeater that came with the drone did not take a charge and on the 3rd flight the drone flew off again. I had contacted Hitec once again and they did not respond to my email until a week later on the issue. They did finally email me back saying "Sorry to hear about the 2nd drone flying away and that it has taken me so long to answer your email. Unfortunately, I am unable to replace the unit outright this time. As you know, many outside influences can cause a fly away and interfere with communications between the transmitter and the drone. I am assuming that for the past 2 months the drone has performed properly or you would have contacted us sooner." All that being said I had emailed [redacted] back letting him know exactly what had happened and that I have not flown the drone at all only 3 times and not any at all the prior 2 months I had it so I would not have known if there was a problem with it. I then called him because he did not respond to my next email with what had happened. He still said It would not be covered this time and now it was based on the number of fly offs that they have had with other costumers. He had stated there has only been 3 total fly offs of the hundreds of drones that had sold and 2 of them were mine and one from Canada. What bothers me is that in the email he was stating they weren't covering because of the amount of time I had the drone and would have reported a problem if there was one. Now the reason they wont replace the drone is because of the total fly offs they have had out of the hundreds they have sold. (I did only fly the drone a few times) They have given excuses I feel to not replace a faulty product.Required FieldDesired Settlement: I would like them too replace the drone with a new drone or refund the purchase price of the drone. I feel I was given 2 different excuses on why I cannot get a replacement and It was well within a year that I had purchased the drone and paid a lot of money for it. Please contact me with any further questions. Thanks [redacted]

Business

Response:

In late September the customer contacted our service department about having difficulties with a new quadcopter. At that time the problem was with connection to the unit’s wifi repeater for the camera. After going through several steps to resolve the issue it was determined that we would send a replacement repeater, which was sent out the next day with a prepaid return label. Then shortly after that call, the customer contacted us again and stated the quadcopter had a flyaway.Though it is not our normal policy to replace units involved in flyaways (there are too many outside factors that could cause them and are beyond our control), it was decided to replace the unit because of the previous issue with the repeater. A new complete quadcopter was sent out in early October, with a prepaid return shipping label for the to return the two repeaters (replacement and defective) and the transmitter still in their possession. When we received these units back, all tested properly with no issues including the once thought defective repeater.In December, we were contacted again about another flyaway. As stated in the reply email, we are willing to give a steep discount on a new unit, but a replacement this time is not an option for the reasons stated above about factors beyond our control. Refunds are not provided because the product was not purchased directly from us.

Review: I have purchased over the last several weeks 7 Hitec HS-5035HD servos and have had four of them fail .. I either want a response from them solving my problem or a complete refund for the failed servos at 35.00 each !!!!!!!Desired Settlement: I have purchased over the last several weeks 7 Hitec HS-5035HD servos and have had four of them fail .. I either want a response from them solving my problem or a complete refund for the failed servos at 35.00 each !!!!!!!

Business

Response:

Customer having difficulties setting up our product in an aftermarket "hop up" situation. Set ups in RC helicopters are always tricky and require very precise "dialing in" with different brands of Transmitters, gyros or flybarless systems. The service department has 10 separate email correspondences from August to September with the customer attempting to resolve the issues which may or may not have been caused by our product. The items were never sent back to us for warranty repair or replacement.[redacted]Sales ManagerHitec RCD USA