This issue has been addressed directly with Mr. [redacted]. The motor mount that we previously ordered for him under warranty is now in-stock and will ship shortly. The shock parts set he's now requesting is expected to arrive in our warehouse in approximately 5-10 business days. We have placed that on...
order for him and it will ship as soon as we receive them.Unfortunately there were some production delays that have now been resolved. We are sorry for any inconvenience this has caused. This included new and full kit models. Some retailers do still have models in-stock and will continue receiving parts and kits as production continues. The new orange version that Mr. [redacted] mentioned won't be released until later this year, after we've already received parts for our current models.
Initial Business Response /* (1000, 5, 2015/04/22) */
If Mr. [redacted] is an innocent party, we regret that he hasn't been able to order with us. Unfortunately Tower Hobbies was a victim of fraud and there are links to Mr. [redacted] information (address, ph and/or email address). 4 different names...
have been provided with linked information and at this point we just cannot recognize who we can trust so chose to not do any business with anyone using any of this common information. We simply must take some action to protect our business when we don't know who to trust in such an event. Fraud has numerous victims and Mr. [redacted] may also be a victim but we simply cannot prove he is not and cannot risk further loss. We regret that we have to stick with our decision to not do business with anyone at this address, phone or email address.
Initial Business Response /* (1000, 5, 2016/07/01) */
We have bent over backward to help [redacted]. He did not buy the kit from us but got it from a Hobby Shop in Canada.
He called us to tell us of all the missing parts. We told him to take the kit back to where he bought it but he refused. We asked...
him to send it in to us so we could verify his claims but would not since we could not provide a prepaid label since he lives in Canada.
We took him at his word and sent him over 130 parts he claimed were missing from his new kit in spite of this being highly suspicious.
After that, he demanded a new $550 new kit for his trouble. We, of course, refused this and offered him a $30 Tower credit. We offered this multiple times but he continued to demand this new, very expensive kit.
Then he began a campaign on the Internet to smear us and threaten us telling many falsehoods and using aliases from all over the world to force us to give in to him. He also continued to call us, badgering us to give him the expensive kit for his "trouble."
We are done with [redacted] and will no longer due business with him.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
(Misinformation #1) Hobbico has NOT "bent over backward", which would mean "to go above and beyond" - they haven't even done the basic in covering ALL of the MISSING parts my kit should have originally come with.
It is sad when an American and his company (he's an owner) LIE in the very first sentence to a fellow American (born in Detroit; grew up just outside Cleveland; and lived in Charleston, SC after graduating college until being transferred to Canada by his employer)
(Misinformation #2; Sentence #2) Evidently, this owner is unfamiliar with Economics 101: Manufacturers ("Seller") like Axial (Hobbico) "SELL" to wholesalers (distributors), who in turn, sell to retailers; it is still their name on the product, as well as their warranty that covers it.
(Lie #3; Sentence #3) I did not call them to tell them about missing parts; I emailed them on 12/26/15 (I can print/scan a copy for you).
(BIG Lie #4; Sentence #4) The call he may be referring to (I believe) was made after 5/4th/16 after I mailed a letter to them explaining how unhappy and unsatisfied I was with my experience and they mailed a reply back; this gave me the name of the Assistant Manager, and through several emails back and forth with him, I finally appealed to the manager. After several emails to him, he shut me down; he tried that same "We told him to take the kit back" line on me then, and I reviewed every single email since 12/2015 and not once did any employee suggest that to me. When I called his bluff, and challenged him to find that line in any email, he shut me down and refused any further help (I can print/scan a copy for you).
(Double Lie #5 & 6; Sentence #5) This guy just keeps LYING through his teeth; it was NEVER requested to be sent back to verify anything. The only thing requested, was the purchase receipt and some pictures - which I provided immediately, before any parts would be sent out. (I would be more than happy to provide prints/scans of all emails/correspondance for you). In addition, a prepaid label was NEVER an issue (since sending it back was NEVER offered).
(Misinformation #7; Sentence #6) The number of parts they have actually sent me is 31. The only reason they can claim they sent me "over 130" (pieces), is because many of their parts come in packages of 10; if I only needed 2 pieces or just a few ( 130 "pieces"). A large percentage of the missing parts problem is my kit contained a MISMATCHED MIX of parts from different kits/models; for example I have parts for the original Wraith model (while my Wraith Spawn is an upgraded and improved 3rd generation model) - my kit also contained parts for a Yeti, a totally different model. So to clarify, by "missing part" it is meant that I did not have the CORRECT part for my Spawn truck; while I may have had a lot of "parts" that were "similar", or from a different model, it was not correct for my model. My "highly suspicious" missing parts kit is known as the "Frankenstein" kit, because it came with so many parts for different models, and because Hobbico told me to "make due with what I have" rather than sending me the correct parts.
(BIG Lie #8 & 9; Sentence #7) I NEVER requested a kit; the truck I requested was the same model as my kit, but in a "Ready-To-Run" version. The RTR version is NOT $550, but only $369.99, (their retail price; not the amount it costs them to produce it, which is MUCH LESS). Ask him to provide one speck of proof of this one thing. The whole reason I strongly suggested they provide me an RTR truck, is that my truck is still not complete, and I still don't have 100% of the correct parts that my kit should have come complete with at the time of my original purchase; because of this Frankenstein kit, I still am not out driving it and having fun with my purchase; which makes me very unhappy and unsatisfied - and all I want is to be a happy and satisfied customer - and an RTR version would get me out driving and having fun. I did NOT "demand" that they send me the same model (although that would have been the proper thing to do); as a matter of FACT, I even told them that I would accept a vehicle that had the same size and purpose, with similar characteristics and performance, and yet was $80 CHEAPER (Tower Hobbies #LXFNAX). (I can print/scan a copy for you).
(Half-truth #10; Sentence #8 & 9) They did offer me a $30 credit (Truth #1), stating that they had "bent over backward" to help me. When I explained that to 'bend over backward" implies "going above and beyond", which their action is in FACT the opposite when they haven't even done the basic in covering ALL of the MISSING parts my kit should have originally come with. I also offered them the opportunity to explain why $30 was the best they could offer, and countered with a suggested $50 (which still wouldn't cover all the parts I still needed); they did not reply with an explanation because they knew $30 was an insult. If by "multiple times" they mean two, I'll give them the benefit of the doubt; (although it may have been only once) because in FACT, they gave me four days (or less) to accept it (I can print/scan a copy for you). Once again, I never "demanded" a kit.
As for the last three sentences, if by "smear" he means telling people about what my experience has been in dealing with Hobbico, then that is true; however, I challenge him to provide you with one teeny-weeny provable shred of evidence of even one falsehood. The internet provides many third party forums where people share information, ideas, and opinions of every RC product on the market; if he was so concerned for making sure the consumer (ME) was taken care of completely and satisfactorily, then I wouldn't be filing a Revdex.com complaint, and my report on forums would be something like "Hobbico/Axial is a great company to deal with; even thou I got the worst kit imaginable, missing 35 parts (totalling over 100 pieces), they promptly sent me every single piece I was missing." If I read a report like that, I can guarantee I would be impressed and willing to purchase knowing I would be taken care of!!
Based on his closing statement, he is not willing to resolve this, and so I must continue to let potential customers know to beware when purchasing from Hobbico/Axial, as they too could be purchasing a "Frankenstein" kit and be left without parts and told to "make due with what you have"; and this unresolved complaint will be another proverbial NAIL in their coffin for potential customers getting information on the internet to think about.
Initial Business Response /* (1000, 5, 2016/10/07) */
I, the Manager in charge of the Service and Support Division, spoke to the customer after his conversation with the Supervisor. He thanked me for speaking to him and verbally communicated that everything was okay.
I apologize if the customer...
believes he was mistreated or spoken to in an inappropriate manner. We are a reputable company and have been in business for many years. We take measures to monitor phone conversations to ensure things like that don't happen.
The customers radio was fixed free of charge and shipped the day we spoke to him, 10/5/16. He was emailed the tracking information.
Initial Business Response /* (1000, 6, 2016/02/25) */
I spoke with Mr. [redacted] I listened to his side of the issue and I agree that we could have taken a different approach, especially in his case with a long and good order history with us. I apologized and we are taking back the product and will...
open up his order privileges in an effort to restore our customer/ client relationship again.
Initial Consumer Rebuttal /* (2000, 8, 2016/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We placed the order for parts when we spoke to the customer, and the order was shipped on 1/25/18. This included tracking information that shows that it was delivered to the address we were given by the customer. We are reaching out to the customer to send the parts again, but are asking that they...
Order [redacted] was placed on 12/30/16 (Friday) @4:42 PM CST. The estimated arrival date quoted on the shipment was a delivery between 1/9 and 1/11/17. Tower Hobbies uses UPS and we do not ship on Saturday or Sunday. Monday 1/2/17 was a national holiday for New Years and no shipments shipped that day as well. This order shipped on 1/3/17. UPS did encounter severe weather while in transit and order was delayed. Mr. [redacted] refused shipment so it was returned to Tower Hobbies. Order [redacted] was placed on 1/4/17 (Wednesday) at 4:50 PM. This order shipped Thursday 1/5/17. The quoted estimated arrival for this order was between 1/6 and 1/10/17. This order also was delayed with UPS due to the same severe weather as the previous package. Mr. [redacted] refused this shipment as well and it was returned to Tower Hobbies. Tower Hobbies successfully filled these two orders in a timely manner and UPS only delayed the package due to severe weather (act of God). Mr. [redacted] sent us numerous emails with demands of an immediate refund, cursing, threats, etc. I told him that we would refund when the packages were returned. Because we filled the orders in good faith and paid the shipping on these packages (Tower Hobbies paid, not Mr. [redacted]) both ways, we assessed a 15% re-stocking fee. We do publish this in our written policies. The refund of $20.63 for invoice 18874669 and the refund of $59.51 for invoice [redacted] were processed to the Credit Card issuing bank on 1/19/17. There is no additional pending business on these transactions. [redacted]Retail Sales & Service ManagerTower Hobbies
Order [redacted] was placed on 12/30/16 (Friday) @4:42 PM CST. The estimated arrival date quoted on the shipment was a delivery between 1/9 and 1/11/17. Tower Hobbies uses UPS and we do not ship on Saturday or Sunday. Monday 1/2/17 was a national holiday for New Years and no shipments shipped that day...
as well. This order shipped on 1/3/17. UPS did encounter severe weather while in transit and order was delayed. Mr. [redacted] refused shipment so it was returned to Tower Hobbies. Order [redacted] was placed on 1/4/17 (Wednesday) at 4:50 PM. This order shipped Thursday 1/5/17. The quoted estimated arrival for this order was between 1/6 and 1/10/17. This order also was delayed with UPS due to the same severe weather as the previous package. Mr. [redacted] refused this shipment as well and it was returned to Tower Hobbies. Tower Hobbies successfully filled these two orders in a timely manner and UPS only delayed the package due to severe weather (act of God). Mr. [redacted] sent us numerous emails with demands of an immediate refund, cursing, threats, etc. I told him that we would refund when the packages were returned. Because we filled the orders in good faith and paid the shipping on these packages (Tower Hobbies paid, not Mr. [redacted]) both ways, we assessed a 15% re-stocking fee. We do publish this in our written policies. The refund of $20.63 for invoice 18874669 and the refund of $59.51 for invoice [redacted] were processed to the Credit Card issuing bank on 1/19/17. There is no additional pending business on these transactions. [redacted]Retail Sales & Service ManagerTower Hobbies
Initial Business Response /* (1000, 5, 2016/10/06) */
The customer was sent a pair of wheels and tires on 9/30/16. On 10/4/16 we sent him a pre-paid shipping label to get the truck back for inspection and repair/replacement.
The course of action will be determined once we've received the...
product.
Initial Consumer Rebuttal /* (3000, 7, 2016/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the tires that were sent were the wrong tires. I was hung up on and I am sure not going to send in my 700 rc car for them to keep it forever. Again this is about a month old now. The ESC BLX185 is what went bad if the company wants to send me out the part I will ship the old one back but after being hung up on I'm not going to send in a 700 dollar rc car for them to hang up on me and not talk to me about my car. This is what I will take in lue of a refund send me the new part for the broken one that's only 1 month old.
Final Business Response /* (4000, 9, 2016/10/17) */
The customer contacted our Service Center regarding the damaged wheels/tires on 9/27/16 and UPS tracking shows that the free replacements we sent were delivered to him on 10/4/16 (1 week).
The customer called us the same day they were delivered and demanded a refund for the product. As the Service Center for this brand we honor the warranty as it's stated, which is by replacing parts, doing the work ourselves when needed and in some cases replacing the complete product at our discretion.
We offered and sent the customer a pre-paid return label so our Tech's can inspect and fix any issues the product is having.
Our Phone Service Tech's are monitored and given direct instruction to only hang-up if a customer is being abusive and using inappropriate language. We are a reputable company that has been in business for more than 40 years.
The customer is welcome to use the pre-paid shipping label we already sent and our Service Tech's will resolve the product issues.
Final Consumer Response /* (4200, 11, 2016/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
that is unaaceptable your right after a 2 week old car craped out all I wanted was the part after you sent me the wrong tires and hung up on me I'm not sending my investment to a company like that. next stop after this I will be contacting the attorney general and see how he or she thinks about business practices of hanging up on people go. I want the broken part blx185 that is my desired resolution if not that will be my next step the business is more the welcome to send me the correct part
Initial Business Response /* (1000, 5, 2016/02/12) */
Tower Hobbies takes the 'remove me from your mailing and email list' request seriously. We do so immediately upon request but the mailing list are built in advance so we typically explain that you are removed but may receive any pending mailings...
(including emails) we have in process but after that you will get no more.
We do not find this email address or mailing address in our data base to receive mailings so they were successfully removed.
I will not email the consumer this explanation as they asked for cease of communications but if they read this they are welcome to contact me at [email protected] attn: Manager if they are getting mail or email to an address they did not provide in this complaint.
Mr. [redacted] may still order from Tower Hobbies but we are not offering the Easy Pay Payment plan. This option is based 100% on trust at great risks by Tower Hobbies but we do this so the hobby can remain affordable. Because the account went to collection we lost all our profits on the sale paying a...
collection commission. Typically, even if you are out of the country, you can still receive email or would have had mail forwarded to you. In addition, when we reached out to [redacted] via phone and letter at the address we shipped the product to, a Ricky [redacted] at that address said he had no idea who [redacted] was. There were two accounts with the same address, credit cards and other similarities. All of this lead us to believe that we were not comfortable taking a risk with the Payment plan. We appreciate that [redacted] paid for his order and because of this we did not end all future business, just the free payment plan we offer.
We regret that our response was not satisfactory but we will not lie to a customer. We will not change our credit card verification process or policies for the following reason: 1. they have saved us from a great deal of fraud 2. Most of our customers thank us for this verification and for protecting them from fraud, 3. Credit card verification procedures by a 'card not present' merchant are required by the Credit Card banking industry. We would be neglect to NOT do some form of fraud prevention. Tower Hobbies will have to leave this as an agreement to disagree with this process but it will not be changed by Tower Hobbies. Pat W.Tower Hobbies
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Initial Business Response /* (1000, 5, 2015/06/17) */
The customer sent us an E-mail on June 4th detailing her problem but not identifying which cars she had. We responded the same day asking for the make and model of the cars she had. She is yet to give us that information. At this point we do not...
even know if they are our product.
Once we know they are ours, we will be happy to send her a prepaid label for her to send them in to us and we will fix and test run them prior to sending them back to her.
As for her demand of a refund, she did not buy them from us so we cannot refund her money. She would need to deal with the place of purchase for that to happen.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent photos of the cars and photos of the receipt and photos of the manuals to show what they were! I was told by the place I bought them that I had to deal with the maker of the car! I think these 2 places are trying to scam a 10 yr old out of over 300 dollars! I don't feel comfortable sending the cars from Michigan to Illinois until I know I am getting my $ back!
Initial Business Response /* (1000, 5, 2015/05/20) */
Mr. [redacted]'s Savage Octane was serviced by us and test run. When it left our facility, it was in perfect shape. When he contacted us saying he was still having problems, we again sent him a prepaid label for him to send it back to us an no...
charge to him. The UPS prepaid label was E-mailed to him on 4/13/15 so he could return his Octane to us. Mr. [redacted] never used the label. We would be happy to send him another prepaid label to get his buggy back to us so we could fix it again.
All he has to do is contact us again and we will E-mail him a label.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My 1st problem with all this is that saying the truck was in perfect shape is anecdotal. It wasn't in perfect shape when I sent it to them and it wasn't in perfect shape when I received it back. Second problem is that I bought a new ignition system for the engine, installed the new part now the engine seems to want to run again. This is what I have suspected the Whole time as being the problem and now it is fixed. I sent an item for warranty service that came back nonfunctional and I have seemed to been able to fix this out of my own pocket. It is obvious that sending the truck back for warranty service is a huge waste of my time and money.
Initial Business Response /* (1000, 5, 2016/07/25) */
When the customer sent the product to us we read his letter, inspected the product, charged the batteries and test flew it without any problems. All functions worked as they should.
Based on this assessment we determine that this wasn't a...
fault of the product. As a customer service we offered a discounted price for a new quadcopter since the price to fix the damage exceeded the price of a new one. The customer declined the offer.
We've reached out to the customer to offer further assistance in hopes to resolve this in a satisfactory manner.
I am rejecting this response because:Firstly, my bank provides for my fraud protection and they are quite adept at it. Secondly, no one would steal any delivery from my property in the small town I live in.Thirdly, my bank is now overdrawn and I have several overdraft fees to the amount of close to 100.00 due to this company.Fourth, it has now been five days and Tower Hobbies STILL has not released both charges from my bank account. Every time I haver bought things online and then canceled the order, the cancellation was the same day. Not in this case, it's still a FULL negative amount for the entire amount into the next WEEK.Lastly, I had to report this to my bank as a fraud from TOWER and have a new card sent, and now I have overdraft fees as well as having to update ALL my billing info for utilities, etc.
Initial Business Response /* (1000, 5, 2015/05/26) */
I spent quite a bit of time on the phone with Mr. [redacted] explaining to him that fly-aways are not covered by the warranty. The warranty only covers manufacturing defects. As I tried to explain to Mr. [redacted], it is incumbent on the pilot to...
keep the drone in sight and in control at all times. These drones do not have the ability to fight any kind of wind and [redacted] be swept away in a matter of seconds. He kept telling me he was a lawyer and would be taking us to court over this. His contention that both the radio system controlling the drone and the one receiving the FPV signal failed at the exact same time is ludicrous. It appears that he let it get too far away and could not see the drone to control it or the wind blew it away.
Further, I did not refuse to give my name to him. I told him my name was [redacted] and I gave him my tittle: Senior Manager of Service and Support. Our Company has a policy that bars us from giving out our last name.
Also, I have personally examined the transmitter that Mr. [redacted] sent to us. The returned transmitter had both control sticks broken off. They were not in the box so it is clear that they were broken off before Mr. [redacted] sent the transmitter back to us. The batteries were indeed old and corroded. Lastly, there was no copy of the receipt of purchase as we had requested. In spite of these new facts of the broken off sticks and clearly corroded batteries (which surely had a roll in the fly-away), we will stand by our original offer of a new unit at a reduced price but in NO way is this a warranty issue that would require a no-charge replacement.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to Mr. [redacted] (Insert Last Name Here)'s response to my complaint, yes, it IS "incumbent on the pilot to keep the drone in sight and in control at all times." This is common knowledge among experienced pilots of quadcoptors of any size. The quad has a range of 240 ft. with a frequency of 2.4GHz. The transmission failure occured at only 45 yds. That was well within my sight. Not to mention, it is an FPV ( First Person View) quadcoptor. Meaning, even IF one didnt have the quad in their sights, the transmitter - mounted FPV LCD monitor allows the consumer to control the quad just by looking at the transmitter alone. That, in itself, is the integrity of the product. Mr. [redacted]....also stated, in his response, that " These drones do not have the ability to fight any kind of wind and will be swept away in a matter of seconds." I can address that statement as well. The Proto X FPV costed $234.14. It is very expensive for its size. One reason that it is so expensive is that unlike its predecessor, the Proto X (Not FPV), the Proto X FPV has upgraded, 8.5mm motors that are DESIGNED to withstand heavier windspeeds. Along with the ugraded motors, the Proto X FPV also includes a 3-axis gyro and 3 accelerometers that are specifically designed for ultra stability and to have the ability to withstand those wind speeds. The one and only time I flew it, and again, only for ten minutes (between 10am and 11am) on 3/20/2015, the wind speed in Reno, NV was 5 - 8 mph. Thats just above a very slight breeze. The Proto X FPV is specifically built with components that allow it to fly in wind speeds that exceed those wind speeds, significantly. When we spoke on the phone, [redacted] told me "Ive been an rc arial pilot for over 40 years." That implies that he should understand how quadcoptors, of any size, perform in any weather condition. Especially, considering that he is, what he told me, "Senior of Service Support" and that "there is nobody above" him. His first explanation of why I "Cannot and will not be granted a replacement" was that "HobbieCo does not cover 'fly aways'". If the transmission failure occured at 241 ft, I would've had no problem with being denied a replacement. Again, this occured at only 45 yds. So, his statement was immediately dismantled. When that statement didnt work, I all of sudden got an email from their "Hobby Services" that said "When we received the returned transmitter, there were corroded batteries in it and BOTH control sticks were broken and that's what caused the malfunction." The batteries were brand new Energizers that I, in fact, removed from the transmitter before returning it. Also, the transmitter was, aside from the internal malfunctions, in pristine condition when I shipped it. The amount of force it would take to break BOTH control sticks would equal the amount of force to completely shatter the transmitter-mounted LCD monitor. Yet, he hadnt mentioned anything of the sort. So that statement was also immediately disproved. Then, when those statements didnt work, he now says that the 5-8 mph breeze was the cause of the quad flying off. So, no more was it the "corroded batteries", "broken control sticks", or the the quad no longer being in my sight, which he stated in his own response to my complaint. But instead, now the breeze did it. In his response, he said that " His contention that both the radio system controlling the drone and the one receiving the FPV signal failed at the exact same time is ludicrous. It appears that he let it get too far away and could not see the drone to control it or the wind blew it away." Over the phone, I informed him that I am a Certified Circuitry Application Technician and that I have a very firm understanding of how radio transmission, reception and frequency work with each other and that the ONLY way that a 5.8GHz signal from a transmitter is dropped at precisely the exact same time a 2.4GHz signal from a receiver is dropped would be that there would have to be an internal malfuction of the transmitter OR a defective component within the circuitry. It is my understanding that both would be considered "manufacturing defects". In his response to my complaint, he said that "He kept telling me he was a lawyer and would be taking us to court over this." I NEVER said that. And he knows I didnt. What I believe he's referring to is when I used the words "legalities" and "legally". I told him that "ALL of the legalities of a warranty SHALL be stated in print on some form of documentaion somewhere in the organization if it is not stated in the warranty itself." And that "Legally, my claim is justified under the warranty". HE, then told ME that if I wanted to take them to court, that HE would be willing to take it to that level as well. I had a feeling that he would, in some manner, intentionally distort my words. So, I asked him if their phone calls were recorded and he said that he didnt know. There is nobody above him throughout the organization and he doesn't know if his conversation is being recorded?? He has yet to give me, nor the Revdex.com, a solid explanation as to why I can't be granted a full replacement. Not only that, but he STILL hasn't provided me, nor the Revdex.com, with ANYTHING at all, aside from his own verbal statements. Nor has he quoted ANYTHING in ANY policy that supports ANY of his statements, whatsoever. The "Senoir of Service Support" has absolutely nothing to stand on. For that reason, he has now attempted to blatantly and egregiously deceive the Revdex.com and COMPLETELY undermind the intelligence of both I and the Revdex.com in order to not have to send me a full replacement. Unkike Mr. [redacted] ( ), everything I've stated thus far can be researched and proven, thoroughly. Therefore, I am still requesting that I be granted a full replacement and that ANY and ALL of HobbiCo's policies regarding returns and replacements be investigated.
Thank You.
This issue has been addressed directly with Mr. [redacted]. The motor mount that we previously ordered for him under warranty is now in-stock and will ship shortly. The shock parts set he's now requesting is expected to arrive in our warehouse in approximately 5-10 business days. We have placed that on...
order for him and it will ship as soon as we receive them.Unfortunately there were some production delays that have now been resolved. We are sorry for any inconvenience this has caused. This included new and full kit models. Some retailers do still have models in-stock and will continue receiving parts and kits as production continues. The new orange version that Mr. [redacted] mentioned won't be released until later this year, after we've already received parts for our current models.
Initial Business Response /* (1000, 5, 2015/04/22) */
If Mr. [redacted] is an innocent party, we regret that he hasn't been able to order with us. Unfortunately Tower Hobbies was a victim of fraud and there are links to Mr. [redacted] information (address, ph and/or email address). 4 different names...
have been provided with linked information and at this point we just cannot recognize who we can trust so chose to not do any business with anyone using any of this common information. We simply must take some action to protect our business when we don't know who to trust in such an event. Fraud has numerous victims and Mr. [redacted] may also be a victim but we simply cannot prove he is not and cannot risk further loss. We regret that we have to stick with our decision to not do business with anyone at this address, phone or email address.
Initial Business Response /* (1000, 5, 2016/07/01) */
We have bent over backward to help [redacted]. He did not buy the kit from us but got it from a Hobby Shop in Canada.
He called us to tell us of all the missing parts. We told him to take the kit back to where he bought it but he refused. We asked...
him to send it in to us so we could verify his claims but would not since we could not provide a prepaid label since he lives in Canada.
We took him at his word and sent him over 130 parts he claimed were missing from his new kit in spite of this being highly suspicious.
After that, he demanded a new $550 new kit for his trouble. We, of course, refused this and offered him a $30 Tower credit. We offered this multiple times but he continued to demand this new, very expensive kit.
Then he began a campaign on the Internet to smear us and threaten us telling many falsehoods and using aliases from all over the world to force us to give in to him. He also continued to call us, badgering us to give him the expensive kit for his "trouble."
We are done with [redacted] and will no longer due business with him.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
(Misinformation #1) Hobbico has NOT "bent over backward", which would mean "to go above and beyond" - they haven't even done the basic in covering ALL of the MISSING parts my kit should have originally come with.
It is sad when an American and his company (he's an owner) LIE in the very first sentence to a fellow American (born in Detroit; grew up just outside Cleveland; and lived in Charleston, SC after graduating college until being transferred to Canada by his employer)
(Misinformation #2; Sentence #2) Evidently, this owner is unfamiliar with Economics 101: Manufacturers ("Seller") like Axial (Hobbico) "SELL" to wholesalers (distributors), who in turn, sell to retailers; it is still their name on the product, as well as their warranty that covers it.
(Lie #3; Sentence #3) I did not call them to tell them about missing parts; I emailed them on 12/26/15 (I can print/scan a copy for you).
(BIG Lie #4; Sentence #4) The call he may be referring to (I believe) was made after 5/4th/16 after I mailed a letter to them explaining how unhappy and unsatisfied I was with my experience and they mailed a reply back; this gave me the name of the Assistant Manager, and through several emails back and forth with him, I finally appealed to the manager. After several emails to him, he shut me down; he tried that same "We told him to take the kit back" line on me then, and I reviewed every single email since 12/2015 and not once did any employee suggest that to me. When I called his bluff, and challenged him to find that line in any email, he shut me down and refused any further help (I can print/scan a copy for you).
(Double Lie #5 & 6; Sentence #5) This guy just keeps LYING through his teeth; it was NEVER requested to be sent back to verify anything. The only thing requested, was the purchase receipt and some pictures - which I provided immediately, before any parts would be sent out. (I would be more than happy to provide prints/scans of all emails/correspondance for you). In addition, a prepaid label was NEVER an issue (since sending it back was NEVER offered).
(Misinformation #7; Sentence #6) The number of parts they have actually sent me is 31. The only reason they can claim they sent me "over 130" (pieces), is because many of their parts come in packages of 10; if I only needed 2 pieces or just a few ( 130 "pieces"). A large percentage of the missing parts problem is my kit contained a MISMATCHED MIX of parts from different kits/models; for example I have parts for the original Wraith model (while my Wraith Spawn is an upgraded and improved 3rd generation model) - my kit also contained parts for a Yeti, a totally different model. So to clarify, by "missing part" it is meant that I did not have the CORRECT part for my Spawn truck; while I may have had a lot of "parts" that were "similar", or from a different model, it was not correct for my model. My "highly suspicious" missing parts kit is known as the "Frankenstein" kit, because it came with so many parts for different models, and because Hobbico told me to "make due with what I have" rather than sending me the correct parts.
(BIG Lie #8 & 9; Sentence #7) I NEVER requested a kit; the truck I requested was the same model as my kit, but in a "Ready-To-Run" version. The RTR version is NOT $550, but only $369.99, (their retail price; not the amount it costs them to produce it, which is MUCH LESS). Ask him to provide one speck of proof of this one thing. The whole reason I strongly suggested they provide me an RTR truck, is that my truck is still not complete, and I still don't have 100% of the correct parts that my kit should have come complete with at the time of my original purchase; because of this Frankenstein kit, I still am not out driving it and having fun with my purchase; which makes me very unhappy and unsatisfied - and all I want is to be a happy and satisfied customer - and an RTR version would get me out driving and having fun. I did NOT "demand" that they send me the same model (although that would have been the proper thing to do); as a matter of FACT, I even told them that I would accept a vehicle that had the same size and purpose, with similar characteristics and performance, and yet was $80 CHEAPER (Tower Hobbies #LXFNAX). (I can print/scan a copy for you).
(Half-truth #10; Sentence #8 & 9) They did offer me a $30 credit (Truth #1), stating that they had "bent over backward" to help me. When I explained that to 'bend over backward" implies "going above and beyond", which their action is in FACT the opposite when they haven't even done the basic in covering ALL of the MISSING parts my kit should have originally come with. I also offered them the opportunity to explain why $30 was the best they could offer, and countered with a suggested $50 (which still wouldn't cover all the parts I still needed); they did not reply with an explanation because they knew $30 was an insult. If by "multiple times" they mean two, I'll give them the benefit of the doubt; (although it may have been only once) because in FACT, they gave me four days (or less) to accept it (I can print/scan a copy for you). Once again, I never "demanded" a kit.
As for the last three sentences, if by "smear" he means telling people about what my experience has been in dealing with Hobbico, then that is true; however, I challenge him to provide you with one teeny-weeny provable shred of evidence of even one falsehood. The internet provides many third party forums where people share information, ideas, and opinions of every RC product on the market; if he was so concerned for making sure the consumer (ME) was taken care of completely and satisfactorily, then I wouldn't be filing a Revdex.com complaint, and my report on forums would be something like "Hobbico/Axial is a great company to deal with; even thou I got the worst kit imaginable, missing 35 parts (totalling over 100 pieces), they promptly sent me every single piece I was missing." If I read a report like that, I can guarantee I would be impressed and willing to purchase knowing I would be taken care of!!
Based on his closing statement, he is not willing to resolve this, and so I must continue to let potential customers know to beware when purchasing from Hobbico/Axial, as they too could be purchasing a "Frankenstein" kit and be left without parts and told to "make due with what you have"; and this unresolved complaint will be another proverbial NAIL in their coffin for potential customers getting information on the internet to think about.
Initial Business Response /* (1000, 5, 2016/10/07) */
I, the Manager in charge of the Service and Support Division, spoke to the customer after his conversation with the Supervisor. He thanked me for speaking to him and verbally communicated that everything was okay.
I apologize if the customer...
believes he was mistreated or spoken to in an inappropriate manner. We are a reputable company and have been in business for many years. We take measures to monitor phone conversations to ensure things like that don't happen.
The customers radio was fixed free of charge and shipped the day we spoke to him, 10/5/16. He was emailed the tracking information.
Initial Business Response /* (1000, 6, 2016/02/25) */
I spoke with Mr. [redacted] I listened to his side of the issue and I agree that we could have taken a different approach, especially in his case with a long and good order history with us. I apologized and we are taking back the product and will...
open up his order privileges in an effort to restore our customer/ client relationship again.
Initial Consumer Rebuttal /* (2000, 8, 2016/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We placed the order for parts when we spoke to the customer, and the order was shipped on 1/25/18. This included tracking information that shows that it was delivered to the address we were given by the customer. We are reaching out to the customer to send the parts again, but are asking that they...
verify the shipping information.
Order [redacted] was placed on 12/30/16 (Friday) @4:42 PM CST. The estimated arrival date quoted on the shipment was a delivery between 1/9 and 1/11/17. Tower Hobbies uses UPS and we do not ship on Saturday or Sunday. Monday 1/2/17 was a national holiday for New Years and no shipments shipped that day as well. This order shipped on 1/3/17. UPS did encounter severe weather while in transit and order was delayed. Mr. [redacted] refused shipment so it was returned to Tower Hobbies. Order [redacted] was placed on 1/4/17 (Wednesday) at 4:50 PM. This order shipped Thursday 1/5/17. The quoted estimated arrival for this order was between 1/6 and 1/10/17. This order also was delayed with UPS due to the same severe weather as the previous package. Mr. [redacted] refused this shipment as well and it was returned to Tower Hobbies. Tower Hobbies successfully filled these two orders in a timely manner and UPS only delayed the package due to severe weather (act of God). Mr. [redacted] sent us numerous emails with demands of an immediate refund, cursing, threats, etc. I told him that we would refund when the packages were returned. Because we filled the orders in good faith and paid the shipping on these packages (Tower Hobbies paid, not Mr. [redacted]) both ways, we assessed a 15% re-stocking fee. We do publish this in our written policies. The refund of $20.63 for invoice 18874669 and the refund of $59.51 for invoice [redacted] were processed to the Credit Card issuing bank on 1/19/17. There is no additional pending business on these transactions. [redacted]Retail Sales & Service ManagerTower Hobbies
Order [redacted] was placed on 12/30/16 (Friday) @4:42 PM CST. The estimated arrival date quoted on the shipment was a delivery between 1/9 and 1/11/17. Tower Hobbies uses UPS and we do not ship on Saturday or Sunday. Monday 1/2/17 was a national holiday for New Years and no shipments shipped that day...
as well. This order shipped on 1/3/17. UPS did encounter severe weather while in transit and order was delayed. Mr. [redacted] refused shipment so it was returned to Tower Hobbies. Order [redacted] was placed on 1/4/17 (Wednesday) at 4:50 PM. This order shipped Thursday 1/5/17. The quoted estimated arrival for this order was between 1/6 and 1/10/17. This order also was delayed with UPS due to the same severe weather as the previous package. Mr. [redacted] refused this shipment as well and it was returned to Tower Hobbies. Tower Hobbies successfully filled these two orders in a timely manner and UPS only delayed the package due to severe weather (act of God). Mr. [redacted] sent us numerous emails with demands of an immediate refund, cursing, threats, etc. I told him that we would refund when the packages were returned. Because we filled the orders in good faith and paid the shipping on these packages (Tower Hobbies paid, not Mr. [redacted]) both ways, we assessed a 15% re-stocking fee. We do publish this in our written policies. The refund of $20.63 for invoice 18874669 and the refund of $59.51 for invoice [redacted] were processed to the Credit Card issuing bank on 1/19/17. There is no additional pending business on these transactions. [redacted]Retail Sales & Service ManagerTower Hobbies
Initial Business Response /* (1000, 5, 2016/10/06) */
The customer was sent a pair of wheels and tires on 9/30/16. On 10/4/16 we sent him a pre-paid shipping label to get the truck back for inspection and repair/replacement.
The course of action will be determined once we've received the...
product.
Initial Consumer Rebuttal /* (3000, 7, 2016/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the tires that were sent were the wrong tires. I was hung up on and I am sure not going to send in my 700 rc car for them to keep it forever. Again this is about a month old now. The ESC BLX185 is what went bad if the company wants to send me out the part I will ship the old one back but after being hung up on I'm not going to send in a 700 dollar rc car for them to hang up on me and not talk to me about my car. This is what I will take in lue of a refund send me the new part for the broken one that's only 1 month old.
Final Business Response /* (4000, 9, 2016/10/17) */
The customer contacted our Service Center regarding the damaged wheels/tires on 9/27/16 and UPS tracking shows that the free replacements we sent were delivered to him on 10/4/16 (1 week).
The customer called us the same day they were delivered and demanded a refund for the product. As the Service Center for this brand we honor the warranty as it's stated, which is by replacing parts, doing the work ourselves when needed and in some cases replacing the complete product at our discretion.
We offered and sent the customer a pre-paid return label so our Tech's can inspect and fix any issues the product is having.
Our Phone Service Tech's are monitored and given direct instruction to only hang-up if a customer is being abusive and using inappropriate language. We are a reputable company that has been in business for more than 40 years.
The customer is welcome to use the pre-paid shipping label we already sent and our Service Tech's will resolve the product issues.
Final Consumer Response /* (4200, 11, 2016/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
that is unaaceptable your right after a 2 week old car craped out all I wanted was the part after you sent me the wrong tires and hung up on me I'm not sending my investment to a company like that. next stop after this I will be contacting the attorney general and see how he or she thinks about business practices of hanging up on people go. I want the broken part blx185 that is my desired resolution if not that will be my next step the business is more the welcome to send me the correct part
Initial Business Response /* (1000, 5, 2016/02/12) */
Tower Hobbies takes the 'remove me from your mailing and email list' request seriously. We do so immediately upon request but the mailing list are built in advance so we typically explain that you are removed but may receive any pending mailings...
(including emails) we have in process but after that you will get no more.
We do not find this email address or mailing address in our data base to receive mailings so they were successfully removed.
I will not email the consumer this explanation as they asked for cease of communications but if they read this they are welcome to contact me at [email protected] attn: Manager if they are getting mail or email to an address they did not provide in this complaint.
Mr. [redacted] may still order from Tower Hobbies but we are not offering the Easy Pay Payment plan. This option is based 100% on trust at great risks by Tower Hobbies but we do this so the hobby can remain affordable. Because the account went to collection we lost all our profits on the sale paying a...
collection commission. Typically, even if you are out of the country, you can still receive email or would have had mail forwarded to you. In addition, when we reached out to [redacted] via phone and letter at the address we shipped the product to, a Ricky [redacted] at that address said he had no idea who [redacted] was. There were two accounts with the same address, credit cards and other similarities. All of this lead us to believe that we were not comfortable taking a risk with the Payment plan. We appreciate that [redacted] paid for his order and because of this we did not end all future business, just the free payment plan we offer.
We regret that our response was not satisfactory but we will not lie to a customer. We will not change our credit card verification process or policies for the following reason: 1. they have saved us from a great deal of fraud 2. Most of our customers thank us for this verification and for protecting them from fraud, 3. Credit card verification procedures by a 'card not present' merchant are required by the Credit Card banking industry. We would be neglect to NOT do some form of fraud prevention. Tower Hobbies will have to leave this as an agreement to disagree with this process but it will not be changed by Tower Hobbies. Pat W.Tower Hobbies
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Initial Business Response /* (1000, 5, 2015/06/17) */
The customer sent us an E-mail on June 4th detailing her problem but not identifying which cars she had. We responded the same day asking for the make and model of the cars she had. She is yet to give us that information. At this point we do not...
even know if they are our product.
Once we know they are ours, we will be happy to send her a prepaid label for her to send them in to us and we will fix and test run them prior to sending them back to her.
As for her demand of a refund, she did not buy them from us so we cannot refund her money. She would need to deal with the place of purchase for that to happen.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent photos of the cars and photos of the receipt and photos of the manuals to show what they were! I was told by the place I bought them that I had to deal with the maker of the car! I think these 2 places are trying to scam a 10 yr old out of over 300 dollars! I don't feel comfortable sending the cars from Michigan to Illinois until I know I am getting my $ back!
Initial Business Response /* (1000, 5, 2015/05/20) */
Mr. [redacted]'s Savage Octane was serviced by us and test run. When it left our facility, it was in perfect shape. When he contacted us saying he was still having problems, we again sent him a prepaid label for him to send it back to us an no...
charge to him. The UPS prepaid label was E-mailed to him on 4/13/15 so he could return his Octane to us. Mr. [redacted] never used the label. We would be happy to send him another prepaid label to get his buggy back to us so we could fix it again.
All he has to do is contact us again and we will E-mail him a label.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My 1st problem with all this is that saying the truck was in perfect shape is anecdotal. It wasn't in perfect shape when I sent it to them and it wasn't in perfect shape when I received it back. Second problem is that I bought a new ignition system for the engine, installed the new part now the engine seems to want to run again. This is what I have suspected the Whole time as being the problem and now it is fixed. I sent an item for warranty service that came back nonfunctional and I have seemed to been able to fix this out of my own pocket. It is obvious that sending the truck back for warranty service is a huge waste of my time and money.
Initial Business Response /* (1000, 5, 2016/07/25) */
When the customer sent the product to us we read his letter, inspected the product, charged the batteries and test flew it without any problems. All functions worked as they should.
Based on this assessment we determine that this wasn't a...
fault of the product. As a customer service we offered a discounted price for a new quadcopter since the price to fix the damage exceeded the price of a new one. The customer declined the offer.
We've reached out to the customer to offer further assistance in hopes to resolve this in a satisfactory manner.
I am rejecting this response because:Firstly, my bank provides for my fraud protection and they are quite adept at it. Secondly, no one would steal any delivery from my property in the small town I live in.Thirdly, my bank is now overdrawn and I have several overdraft fees to the amount of close to 100.00 due to this company.Fourth, it has now been five days and Tower Hobbies STILL has not released both charges from my bank account. Every time I haver bought things online and then canceled the order, the cancellation was the same day. Not in this case, it's still a FULL negative amount for the entire amount into the next WEEK.Lastly, I had to report this to my bank as a fraud from TOWER and have a new card sent, and now I have overdraft fees as well as having to update ALL my billing info for utilities, etc.
Initial Business Response /* (1000, 5, 2015/05/26) */
I spent quite a bit of time on the phone with Mr. [redacted] explaining to him that fly-aways are not covered by the warranty. The warranty only covers manufacturing defects. As I tried to explain to Mr. [redacted], it is incumbent on the pilot to...
keep the drone in sight and in control at all times. These drones do not have the ability to fight any kind of wind and [redacted] be swept away in a matter of seconds. He kept telling me he was a lawyer and would be taking us to court over this. His contention that both the radio system controlling the drone and the one receiving the FPV signal failed at the exact same time is ludicrous. It appears that he let it get too far away and could not see the drone to control it or the wind blew it away.
Further, I did not refuse to give my name to him. I told him my name was [redacted] and I gave him my tittle: Senior Manager of Service and Support. Our Company has a policy that bars us from giving out our last name.
Also, I have personally examined the transmitter that Mr. [redacted] sent to us. The returned transmitter had both control sticks broken off. They were not in the box so it is clear that they were broken off before Mr. [redacted] sent the transmitter back to us. The batteries were indeed old and corroded. Lastly, there was no copy of the receipt of purchase as we had requested. In spite of these new facts of the broken off sticks and clearly corroded batteries (which surely had a roll in the fly-away), we will stand by our original offer of a new unit at a reduced price but in NO way is this a warranty issue that would require a no-charge replacement.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to Mr. [redacted] (Insert Last Name Here)'s response to my complaint, yes, it IS "incumbent on the pilot to keep the drone in sight and in control at all times." This is common knowledge among experienced pilots of quadcoptors of any size. The quad has a range of 240 ft. with a frequency of 2.4GHz. The transmission failure occured at only 45 yds. That was well within my sight. Not to mention, it is an FPV ( First Person View) quadcoptor. Meaning, even IF one didnt have the quad in their sights, the transmitter - mounted FPV LCD monitor allows the consumer to control the quad just by looking at the transmitter alone. That, in itself, is the integrity of the product. Mr. [redacted]....also stated, in his response, that " These drones do not have the ability to fight any kind of wind and will be swept away in a matter of seconds." I can address that statement as well. The Proto X FPV costed $234.14. It is very expensive for its size. One reason that it is so expensive is that unlike its predecessor, the Proto X (Not FPV), the Proto X FPV has upgraded, 8.5mm motors that are DESIGNED to withstand heavier windspeeds. Along with the ugraded motors, the Proto X FPV also includes a 3-axis gyro and 3 accelerometers that are specifically designed for ultra stability and to have the ability to withstand those wind speeds. The one and only time I flew it, and again, only for ten minutes (between 10am and 11am) on 3/20/2015, the wind speed in Reno, NV was 5 - 8 mph. Thats just above a very slight breeze. The Proto X FPV is specifically built with components that allow it to fly in wind speeds that exceed those wind speeds, significantly. When we spoke on the phone, [redacted] told me "Ive been an rc arial pilot for over 40 years." That implies that he should understand how quadcoptors, of any size, perform in any weather condition. Especially, considering that he is, what he told me, "Senior of Service Support" and that "there is nobody above" him. His first explanation of why I "Cannot and will not be granted a replacement" was that "HobbieCo does not cover 'fly aways'". If the transmission failure occured at 241 ft, I would've had no problem with being denied a replacement. Again, this occured at only 45 yds. So, his statement was immediately dismantled. When that statement didnt work, I all of sudden got an email from their "Hobby Services" that said "When we received the returned transmitter, there were corroded batteries in it and BOTH control sticks were broken and that's what caused the malfunction." The batteries were brand new Energizers that I, in fact, removed from the transmitter before returning it. Also, the transmitter was, aside from the internal malfunctions, in pristine condition when I shipped it. The amount of force it would take to break BOTH control sticks would equal the amount of force to completely shatter the transmitter-mounted LCD monitor. Yet, he hadnt mentioned anything of the sort. So that statement was also immediately disproved. Then, when those statements didnt work, he now says that the 5-8 mph breeze was the cause of the quad flying off. So, no more was it the "corroded batteries", "broken control sticks", or the the quad no longer being in my sight, which he stated in his own response to my complaint. But instead, now the breeze did it. In his response, he said that " His contention that both the radio system controlling the drone and the one receiving the FPV signal failed at the exact same time is ludicrous. It appears that he let it get too far away and could not see the drone to control it or the wind blew it away." Over the phone, I informed him that I am a Certified Circuitry Application Technician and that I have a very firm understanding of how radio transmission, reception and frequency work with each other and that the ONLY way that a 5.8GHz signal from a transmitter is dropped at precisely the exact same time a 2.4GHz signal from a receiver is dropped would be that there would have to be an internal malfuction of the transmitter OR a defective component within the circuitry. It is my understanding that both would be considered "manufacturing defects". In his response to my complaint, he said that "He kept telling me he was a lawyer and would be taking us to court over this." I NEVER said that. And he knows I didnt. What I believe he's referring to is when I used the words "legalities" and "legally". I told him that "ALL of the legalities of a warranty SHALL be stated in print on some form of documentaion somewhere in the organization if it is not stated in the warranty itself." And that "Legally, my claim is justified under the warranty". HE, then told ME that if I wanted to take them to court, that HE would be willing to take it to that level as well. I had a feeling that he would, in some manner, intentionally distort my words. So, I asked him if their phone calls were recorded and he said that he didnt know. There is nobody above him throughout the organization and he doesn't know if his conversation is being recorded?? He has yet to give me, nor the Revdex.com, a solid explanation as to why I can't be granted a full replacement. Not only that, but he STILL hasn't provided me, nor the Revdex.com, with ANYTHING at all, aside from his own verbal statements. Nor has he quoted ANYTHING in ANY policy that supports ANY of his statements, whatsoever. The "Senoir of Service Support" has absolutely nothing to stand on. For that reason, he has now attempted to blatantly and egregiously deceive the Revdex.com and COMPLETELY undermind the intelligence of both I and the Revdex.com in order to not have to send me a full replacement. Unkike Mr. [redacted] ( ), everything I've stated thus far can be researched and proven, thoroughly. Therefore, I am still requesting that I be granted a full replacement and that ANY and ALL of HobbiCo's policies regarding returns and replacements be investigated.
Thank You.