Hobby King USA LLC

We have checked the customer's account and this case has been resolvedThe customer has been refunded on October 19, Since 2015, we have improved and we are still working hard to meet our customer's needWe will also contact the customer's for further arrangementThanks

We have reviewed the customer's account and the item that returned has been refunded as store credit on September 23, 2015. The case has been resolved. Since 2015, we have improved and we are still working hard to meet our customer's need. We will also contact the customer's for further arrangement....

Thanks.

We have checked  the customer's account and the order [redacted] has been refunded. Since 2016, we have improved and are still working hard to meet our customer's need. We will also contact the customer's for further arrangement.

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.
Sincerely,
[redacted]

We directly contact the customer for immediate resolution of this case and for further arrangement.

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.
Sincerely,
[redacted]

We have checked the customer's account and this case has been resolved. The customer has been refunded for the cancelled item. Since 2016, we have improved and we are still working hard to meet our customer's need. We will also contact the customer's for further arrangement.

The business told us they were sending out a replacement part (a tiny $20 controller -- the part we keep telling them is faulty) to make the drone fly. When you last emailed me, we had not received the part yet, and I was afraid to send them back the entire drone, thinking they would be no more likely a year later to give us a full refund than they were when we originally received a box of parts instead of what was supposed to be an assembled drone. That $20 part was identified to be the problem when I paid $60. for a hobby shop to diagnose the problem with the drone. And, it turns out he was absolutely correct. We received the part from this new NY office that the man from HobbyKing says they have opened to solve all these problems. The controller came, we looked it over, it appeared to be similar to the faulty one (although a different brand) so we installed it. The drone flies perfectly.Therefore, we are now satisfied that we finally have a working drone. I am dismayed that it took this ludicrous amount of effort, but am satisfied, over a year later. You can close the case, noting this company's very poor self-serving customer service system, misrepresentation of the product and refusal to accept returns due to their own fault. A year later is an unacceptable time frame for resolution of a problem with a purchase. They should not be allowed to cheat the consumer in this way. Somehow eventually the claim was finally escalated to this NY office that resolves problems, but that should have happened in October of 2016, not October of 2017.

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. The issue was solved a while ago. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This is an out and out LIE. We have corresponded with them with our complaint to EXCESS! Recently: today, yesterday, last Sunday, 10/12, 10/10, 10/9, 10/8, 10/4, 10/3, 10/2, 9/28, 9/27. In 2016, we corresponded with them over our complaint on 11/20/16, 11/15/16, 11/14/16 multiple times in one day, 11/9/16, 11/8/16 multiple times in one day, 11/7/16 multiple times in one day, 11/6/16, 11/5/16, 11/2/16, 11/1/16, 10/31/16, 10/30/16, 10/29/16, 10/28/16, 10/27/16, 10/26/16, 10/25/16, 10/21/16, 10/20/16 and 10/19/16. The Customer Service has not changed. The dialog is exactly the same. They tell you to put the kit together, even though it is supposed to be pre-assembled. Then when it doesn’t work because of faulty parts, they tell you to send video — about a dozen times, despite sending the video already, then they tell you it is calibration or fault on your part. We paid to bring it to a professional who showed us the part that controls it could never work since it is missing a metal bridge that should be soldered between the channels. They say fill out an RMA then Customer Service again says no, you did XYZ wrong. They say they cannot accept the refund because you assembled it. You say that they told you to assemble it. They say sorry, you must pay return shipping and they can only give you a small portion back. Online, look at the comments and complaints — people say they send the items back for the discounted refund and they never credit them. This last Customer Service person said “we cannot refund you because the purchase is over a year.” But, this complaint is over a year old because they have made it take this long. Today, they said again, go fill out another RMA, and we offered me another small coupon toward another purchase. I don’t want to make another purchase! They need to give me what I paid for or give me my money back IN FULL. I offered the solution of sending me the poorly manufactured part — they are perfectly capable of sending that controller part to me at their expense! They said they don’t have them — but we can see online that they sell them, multiple varieties of them, and they show up as being in stock! So, either send me the functioning drone that I paid for, give me back my money, or send me a replacement for the faulty part!!! But no, they insist they should be able to offer me a small coupon for my next purchase to close the complaint. They started with a $5.00 coupon, now they are up to a $25.00 coupon. No, I do not want to spend more money so I can use their coupon. They need to either send the item I purchased or give me back my money. Now, does that sound like I have not made a complaint, as they claim above? I can paste all the emails here if you would like to see them!
Sincerely,
[redacted]

We have checked the customer's account and a refund has already been processed for this customer on June 20, 2015. Since 2015, we have improved and we are still working hard to meet our customer's need. We will also contact the customer's for further arrangement. Thanks.

We will directly contact the customer for further arrangement and immediate resolution of this case. Since 2016, we have improved and we are still working hard to meet our customer's need. Thanks.

Complaint: [redacted]
I am rejecting this...

response because you did absolutely nothing in response except wait until 2017, inform me you are closing the ticket and offer me a $5.00 coupon. You never addressed the claim. Your customer service is just an endless loop during which you offer no assistance, no solution, no reimbursement, until the customer gives up and goes away with no working product and no compensation. Nothing has changed from my original complaint, except that you have waited an extraordinarily long time to respond that you have taken no action and wish to close the complaint. You needed to have refunded us this entire time -- you can't just take money for items that don't work and offer no refund! A $5 coupon is ridiculous as a solution.
Sincerely,
[redacted]

We have checked the customer's account and the warranty complaint has been handled carefully. We will directly contact the customer for further arrangement and immediate resolution of this case. Since 2016, we have improved and we are still working hard to meet our customer's need. We will also contact the customer's for further arrangement. Thanks.

We received the customer's claimed items that cost $40.80 on January 31, 2017 and updated his RMA claim. However, due to an opened dispute, we are unable to normally process $40.80 refund for our customer. The customer is unwilling to close the dispute of $100.90, we are finding a way on how we can partially refund $40.80 via PayPal dispute. As of this time, the dispute case is under the review of Paypal. We will also update our customer for the review result. Thanks.

We have checked the customer's account and the warranty complaint has been handled carefully. Since 2016, we have improved and we are still working hard to meet our customer's need. We will also contact the customer's for further arrangement. Thanks.

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.
Sincerely,
[redacted]

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.
I believe Hobby King has refunded me the money. Thanks Sincerely, [redacted]

Since 2016, we have improved and we are still working hard to meet our customer's need. We will also contact the customer's for further checking since we haven't received any complaints yet from him on our email. Thanks.

We have checked  the customer's account and the order has been refunded last 02/14/18. Since 2018, we have improved and we are still working hard to meet our customer's need. We will also contact the customer's for further arrangement.