Horizon Hobby, Inc.

Our Customer has been contacted and his issues resolved.

Horizon Hobby, LLC commitment to a great experience doesn't stop at the drawing board. Every Horizon Hobby product is backed by the best customer service you will find in any industry. Customer phone support, warranty repairs, online resources – we do it all and with the same passion for excellence...

we started with back in 1985. Horizon always strives to our best ability to exceed expectations and keep customers informed. We do this by listing our estimated turn-around-time on our website. From time to time due peak seasons of the year (Springtime, Christmas) phone support and repair returns may take longer. Springtime is one of our busiest service times due to many getting ready for the flying season. We have spoken with the consumer on his transmitter issues and resolved his concerns. The notes from our website on service times are listed below. We apologize for any inconvenience or confusion due to our postings. If you have any questions or concerns please contact our Product Support at 877-504-0233. Horizon Hobby support representatives are available Monday-Friday, 8am-7pm CST, Saturday, 8am-5pm CST, and Sunday 12pm-5pm CST.  *(Estimated Service Turnaround Times are in Business Days)**Turnaround time is initiated when the product is checked in by Horizon Hobby. The turnaround time provided is an estimate based on the incoming repair volume and is subject to change without notice.

Athearn has received this consumer’s subject locomotive on at least 4 occasions according to our records.  Our first claim experience was for a broken wire harness, the non-warranty repair of which Mr. Hutchinson was charged, and in addition we replaced a speaker without charge, though no...

warranty problem was found.   All remaining repairs on this locomotive required the replacement of the factory installed DCC printed circuit board, which is a very expensive item and not normally subject to failure – but was nonetheless replaced a total of 3 times at no cost to the customer.  While no manufacturing defects of the printed circuit board (PCB) were ever found, Athearn wanted to please the customer and repaired and replaced the PCB twice within the warranty period, then once again after the warranty period’s expiration at no cost to the customer. The most recent no cost PCB replacement was completed on January 26, 2017.   Athearn has also replaced other non-warranty items, such as missing components of the running gear, in the later repairs, also at no cost.  In each instance, the locomotive in question was run extensively to prove it was operating within all factory specifications before it left our repair facility to be returned to the customer.   The Athearn warranty is posted on our website here http://www.athearn.com/Warranty/, a copy of which is included with all of our products and repeated here for your convenience:   Horizon Hobby LLC (Horizon) warrants to the original purchaser that the product purchased will be free from defects in materials and workmanship for a period of 1 year from the date of purchase and less than 6 years from the date of announcement. This warranty is not transferable from the original purchaser and does not cover cosmetic damage, damage due to acts of God, accident, misuse, abuse, negligence, commercial use, improper use, installation, operation, maintenance, or damage due to lack of or improper lubrication, modification of or to any part of the Product, attempted service by anyone other than a Horizon Hobby authorized service center including self-repair attempts that have damaged the Product, excessive voltage applied to any electronic circuitry or soldering of any electronic components, including soldering of wires to a PCB or DCC decoder board, light bulbs, LEDs or traction tires which are considered normal wear items, Product not purchased from an authorized Horizon Athearn dealer, or Products older than 6 years from the date of announcement.   According to the customer’s own admission in conversations with Athearn representatives by telephone, the customer measured the applied track voltage and reported it to be more than 50% above the maximum allowable range for DCC systems in the USA.  After discussing these issues with the customer, we understand the customer has now replaced a defective DCC power supply.  Athearn does not manufacture DCC systems or power supplies and we are not responsible for damage they can cause as stated in the abuse section of the warranty statement above.  Athearn produces locomotive that perform well within the acceptable boundaries set by NMRA standards.  We believe the locomotive the customer purchased was never defective but was subjected to abuse, which is not a covered issue as defined in the above warranty statement.     As requirement for service of any kind, as also stated in the warranty section of the Athearn website, the customer must return the unit to Athearn at their expense.  Athearn has no responsibility to repair or replace this customer’s locomotive now or in the future, or to refund any of the required postage or transportation charges.

Initial Business Response /* (1000, 5, 2015/09/28) */
Follow up call to the consumer on 09/25/2015: He has the item boxed up ready for return to place of purchase. The customer is correct in that the return would need to be through the original place purchased. If further assistance is needed or...

concerns please contact our Product Support at 877-504-0233. Horizon Hobby support representatives are available Monday-Friday, 8am-7pm CST, Saturday, 8am-5pm CST, and Sunday 12pm-5pm CST.

Initial Business Response /* (1000, 5, 2016/09/08) */
There is a firmware update that addresses his issue. We have sent a pre-paid shipping label for the return of his product. Our service center has repaired and returned his transmitter.

Initial Business Response /* (1000, 5, 2015/06/11) */
Horizon Hobby warrants to the original purchaser that the product purchased will be free from defects in materials and workmanship at the date of purchase. As Horizon has no control over use, setup, final assembly, modification or misuse, no...

liability shall be assumed nor accepted for any resulting damage or injury.
Horizon warranty clearly states that Purchaser Remedy- Horizon's sole obligation hereunder shall be that Horizon will, at its option, (1) repair or (2) replace, any Product determined by Horizon to be defective. Horizon reserves the right to inspect any and all equipment involved in a warranty claim. Repair or replacement decisions are at the sole discretion of Horizon. This warranty does not cover cosmetic damage or damage due to acts of God, accident, misuse, abuse, negligence, commercial use, or modification of or to any part of the Product. This warranty does not cover damage due to improper installation, operation, maintenance, or attempted repair by anyone other than Horizon.
Per our warranty statement above, on 03/27/2015 our Service Center repaired the customer's Blade 350 QX3 quad free of charge. The consumer was also provided a free return shipping label. Service notes read: Inspected your Blade 350 QX3 RTF sent in for service. Found that the back left motor was bad. Replaced the motor and checked the ESC and main board to make sure nothing was damaged due to heat or possible short. Test flew the quad outside and tested the flight modes and the smart mode features, everything tested out fine. Sorry for the inconvenience this has caused you.
On 05/21/2015 an additional free replacement motor was sent out to address the consumer's perceived issue.
The consumer has initiated another service request and has not returned the quad for inspection. We have not refused to fix his product and we will need to evaluate this product in order to resolve his issue to both of our satisfaction. I have noted his account on this complaint and if you have any questions or concerns please contact our Product Support at XXX-XXX-XXXX. Horizon Hobby support representatives are available Monday-Friday, 8am-7pm CST, Saturday, 8am-5pm CST, and Sunday 12pm-5pm CST.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Horizon Hobby has sent me a return label via email from FedEx to return the defective product which I have contacted tech support many time for bad motors and over heating motors, the email came with no direction or information as to what Horizon Hobby will do with the product once it has arrived back to them. In the return I have included a copy of my original receipt and a copy of their email which stated they were sending me a return label and not much else in the body of the email. I am still unclear as to what the return will provide in ways of a solution since their email again was very evasive with not much info except they are sending me a return label. Once a NEW Blade QX3 is sent back to me ( free of defects and in working conditions ) instead of a repaired defective unit I would consider this matter taking care of but being their email was evasive and unclear I am still not clear to what will happen. The package has been sent back 6-16-2015 and I am now awaiting follow up from Horizon Hobby for this return.
Final Business Response /* (4000, 9, 2015/06/18) */
Horizon warranty policy is clear in that the product must be returned in order to provide any repair or product replacement due to manufacturer defect or workmanship.
Horizon has sent the customer a free return shipping label to our service center. The item is due in on 06/18/2015 and will be given expedited service inspection. No promise of resolution can be given until inspection of product is made. we hope to resolve this situation quickly and will respond to the consumer directly after inspection by our service technician.
Final Consumer Response /* (2000, 15, 2015/06/22) */
I was contacted by Horizon Hobby Via telephone on 6/18 and they have tested the Blade QX3 I sent back to them and found the motors were over heating and there is a problem with this product and have decided to send me a new Blade QX3. I am happy with this decision.

Initial Business Response /* (1000, 5, 2015/06/26) */
Horizon warrants to the original purchaser that the product purchased will be free from defects in materials and workmanship at the date of purchase. As Horizon has no control over use, setup, final assembly, modification or misuse, no liability...

shall be assumed nor accepted for any resulting damage or injury. Horizon warranty clearly states that Purchaser Remedy- Horizon's sole obligation shall be that Horizon will, at its option, repair or replace, any Product determined by Horizon to be defective. Horizon reserves the right to inspect any and all equipment involved in a warranty claim. Repair or replacement decisions are at the sole discretion of Horizon. This warranty does not cover cosmetic damage or damage due to acts of God, accident, misuse, abuse, negligence, commercial use, or modification of or to any part of the Product. This warranty does not cover damage due to improper installation, operation, maintenance, or attempted repair by anyone other than Horizon.
Our account logs show your product has been in use for over 18 months, invoiced on 11/30/2013. Per our Company's warranty policy above and due to having no way to inspect or evaluate for the root cause of this issue, we will honor the 50% off discount offer on the BLH8180.
I have also reviewed the call on this issue and it was not ended abruptly. This call was ended pleasantly, however the consumer was not happy that we could not replace the unit. He states that "he made his argument and respects our stance". We offered to extend the discount period and he responded "yes, please do extend to 90 days, thank you". Our rep respond with you're welcome and the call was ended.
If you have any questions or concerns please contact our Product Support at XXX-XXX-XXXX. Horizon Hobby support representatives are available Monday-Friday, 8am-7pm CST, Saturday, 8am-5pm CST, and Sunday 12pm-5pm CST.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with Horizon Hobby's proposed solution. I mean, the system just flew away on its own and did not respond to transmitter inputs. This type of catastrophic failure only needs to occur once, regardless of how well the system performed during the previous 18 months.
I disagree with Horizon Hobby's argument that the call was ended pleasantly. Perhaps it is normal business practice to end the call as it was. In the future I suggest the representatives ask the customer if there is anything else they can help with or maybe a "thanks for calling and have a nice day". The approach the representative took with me was not acceptable.

Initial Business Response /* (1000, 5, 2016/01/29) */
Horizon warrants to the original purchaser that the product purchased will be free from defects in materials and workmanship at the date of purchase. As Horizon has no control over use, setup, final assembly, modification or misuse, no liability...

shall be assumed nor accepted for any resulting damage or injury. Horizon warranty clearly states that Purchaser Remedy- Horizon's sole obligation shall be that Horizon will, at its option, repair or replace, any Product determined by Horizon to be defective. Horizon reserves the right to inspect any and all equipment involved in a warranty claim. Repair or replacement decisions are at the sole discretion of Horizon. This warranty does not cover cosmetic damage or damage due to acts of God, accident, misuse, abuse, negligence, commercial use, or modification of or to any part of the Product. This warranty does not cover damage due to improper installation, operation, maintenance, or attempted repair by anyone other than Horizon.
On 01/05/2016 our account logs show your product has been into our service, tuned, fully tested and functions properly at no charge to the consumer. Specific tuning must be done by the owner per use, physical location and attitude. A nitro engine conversion would require additional components not just the engine. Any additional component upgrades including a nitro engine would be at the owner decision and expense.
If you have any questions or concerns please contact our Product Support at XXX-XXX-XXXX. Horizon Hobby support representatives are available Monday-Friday, 8am-7pm CST, Saturday, 8am-5pm CST, and Sunday 12pm-5pm CST.
Initial Consumer Rebuttal /* (3000, 8, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since the first day I had issues with the vehicle. Horizon only tested it for 5 mins. The problems arise after the five minutes. There is a flaw in the battery and CSI system that the company might not want to discuss. This is probably why the vehicle model is not made anymore and is discontinued.
All of ask for an even exchange on the motor from the gas motor to a nitro motor. I will pay out of pocket any other parts that I need. Please just exchange motor for motor. That is all I ask.

Initial Business Response /* (1000, 5, 2016/08/30) */
First, regarding our warranty on this product, the warranty clearly states that this product is not covered for commercial use. (Warranty below).
What is Not Covered: This warranty is not transferable and does not cover (i) cosmetic damage,...

(ii) damage due to acts of God, accident, misuse, abuse, negligence, commercial use, or due to improper use, installation, operation or maintenance, (iii) modification of or to any part of the Product, (iv) attempted service by anyone other than a Horizon Hobby authorized service center, (v) Product not purchased from an authorized Horizon dealer, (vi) Product not compliant with applicable technical regulations, or (vii) use that violates any applicable laws, rules, or regulations.
Second, there are many factors that can affect battery performance, such as user knowledge of charging, environment, flying conditions (wind) and battery maintenance. This consumer has had two (2) incidents with our quad and returned nothing for inspection per our warranty policy. We have offered the first replacement at a substantial discount and then courtesy replaced their second mishap for free. The claim that we wanted to charge her $200.00 was due to her wanting overnight Saturday delivery is not accurate. This cost ($172.15) is from the shipping company, not our company. Again, loss of profits or production is not covered and any expedited shipping is the consumer's responsibility. Furthermore we fail to understand how they have lost an opportunity for Labor Day income when this last replacement was delivered on 08/29/16 according to tracking information. This is the week before the holiday.
Third, the consumer has received 3 quads for approximately the cost of one complete 4K camera kit. They originally spent $478.81 on the first unit and $200.00 discount on the upgrade to the 4k camera version. The 4k camera unit sells for $699.99 and they have spent $678.81 in total before their expedited shipping. We have gone above and beyond each time in order to try to help this consumer. Each time she has agreed to our offer or even suggested the upgrade option with paying the difference. Our response has been to replace the entire kit. The offer has never been keep leftover components and receive more. We do not return equipment that has been replaced or upgraded for customers to recoup money as used with potential issues/hazards for the next purchaser.
No further warranty will be provided on units used for commercial purposes.
What this Warranty Covers Horizon Hobby, LLC (Horizon) warrants to the original purchaser that the product purchased with this warranty (the "Product") will be free from defects in materials and workmanship for six months following the date of purchase for those products purchased on or after November 1, 2015.
What is Not Covered This warranty is not transferable and does not cover (i) cosmetic damage, (ii) damage due to acts of God, accident, misuse, abuse, negligence, commercial use, or due to improper use, installation, operation or maintenance, (iii) modification of or to any part of the Product, (iv) attempted service by anyone other than a Horizon Hobby authorized service center, (v) Product not purchased from an authorized Horizon dealer, (vi) Product not compliant with applicable technical regulations, or (vii) use that violates any applicable laws, rules, or regulations. OTHER THAN THE EXPRESS WARRANTY ABOVE, HORIZON MAKES NO OTHER WARRANTY OR REPRESENTATION, AND HEREBY DISCLAIMS ANY AND ALL IMPLIED WARRANTIES, INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF NON-INFRINGEMENT, MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THE PURCHASER ACKNOWLEDGES THAT THEY ALONE HAVE DETERMINED THAT THE PRODUCT WILL SUITABLY MEET THE REQUIREMENTS OF THE PURCHASER'S INTENDED USE.
Limitation of Liability HORIZON SHALL NOT BE LIABLE FOR SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES, LOSS OF PROFITS OR PRODUCTION OR COMMERCIAL LOSS IN ANY WAY, REGARDLESS OF WHETHER SUCH CLAIM IS BASED IN CONTRACT, WARRANTY, TORT, NEGLIGENCE, STRICT LIABILITY OR ANY OTHER THEORY OF LIABILITY, EVEN IF HORIZON HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Further, in no event shall the liability of Horizon exceed the individual price of the Product on which liability is asserted. As Horizon has no control over use, setup, final assembly, modification or misuse, no liability shall be assumed nor accepted for any resulting damage or injury. By the act of use, setup or assembly, the user accepts all resulting liability. If you as the purchaser or user are not prepared to accept the liability associated with the use of the Product, purchaser is advised to return the Product immediately in new and unused condition to the place of purchase.
Purchaser's Remedy Horizon's sole obligation and purchaser's sole and exclusive remedy shall be that Horizon will, at its option, either (i) service, (ii) repair, or (iii) replace, any Product determined by Horizon to be defective. Horizon reserves the right to inspect any and all Product(s) involved in a warranty claim. Service, service and/or replacement decisions are at the sole discretion of Horizon. Proof of purchase is required for all warranty claims. SERVICE, REPAIR OR REPLACEMENT AS PROVIDED UNDER THIS WARRANTY IS THE PURCHASER'S SOLE AND EXCLUSIVE REMEDY. For Warranty consideration, you must include your original sales receipt verifying the proof-of-purchase date. Provided warranty conditions have been met, your Product will be serviced or replaced free of charge. Service or replacement decisions are at the sole discretion of Horizon.
Initial Consumer Rebuttal /* (3000, 12, 2016/09/12) */
The issue has not been resolved and I have had even more issues since filing the complaint. [redacted] the product supervisor had decided to tell me that maybe I should go with another company such as dji. This is unacceptable customer service. The replacement quad they send gave irrattic flight and crashed. It beoke my cg03 camera and gimble as well as cracking my copter and snapping off the gps mass. Now he replaces the gimble and gps casing. Once replaced we have had issues with the chroma flying backwards and falling over. I am told now tgat warranty is at their own discretion. I simply requested that once I get everything sent to us in the mail just send a new copter so I am able to keep up with all my jobs. That is when the supervisor told me that it sounds like I should go get another dji pr something and we can be done with this all. And no matter how juch I requested that he is not doig anything outside of what he wants to do. He openly admitted over the phone to me prior that he would do everything just because he could. I have offered flight videos as examples etc. He became very hostile and rude when didnt like what we stated over the phone. I have never had a supervisor be so rude to me. I have worked for some of the largest companies that all have several high Revdex.com reviews and awards and we would not dare treat a customer in such a manor.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12138829, and find that this resolution is satisfactory to me.

350 QX - Complaint:Customer did purchase new control board for his 350 QX quad copter on March 19th of this year and then sent it in to our Service Department with instructions to let us (Horizon Service) figure it out.His notes are below:PROBLEM-WORK DESCRIPTION: My drones motherboard seemed...

to have burned one day  so I purchased a new one to install  but the drone still doesn't fly. I don't know what the problem is so that is why im sending it to you guys. i also believe I need to replace the GPS antenna, but I'll let you guys figure out whats wrong and what needs to be replaced so I can fly it again  thank you!                                                  Horizon Tech notes:350QX, customer put a new main board in it and ended up spearing through his GPS board wires. Replaced board and tested.                                                                                                     Update: ran into an issue test flying it, bench hold.                                                                                                                                                           Update: offered a Chroma replacement and go pro gimbal for 300. He's thinking it over.         Our customer's drone was not cost effective to repair. The $138.00 was labor time and parts to repair GPS antenna, and antenna mast.                                                 Customer was offered a new Chroma Quad Copter at a substantial discount and Service is waiting for his response.  I recommend the call to service to discuss other option on his aircraft. Please reference this complaint notes when calling and as needed ask for the Product Support Manager.Horizon Hobby support representatives are available Monday-Friday, 8am-7pm CST, Saturday, 8am-5pm CST.

Initial Business Response /* (1000, 5, 2015/11/05) */
We apologize for any inconvenience this has caused our consumer. His email address provided in this complaint has been added to the suppression list on our website. It was already unsubscribed. This is added protection that will insure our...

company cannot email him again from HorizonHobby.com. We use a third party vendor that sends out our social answering emails. They have removed his email address listed on this complaint and added it to a suppression list as well. I believe we have this situation resolved. If this customer has used other email addresses that may be tied to his account here, we can also exclude them. If you have any more concerns or wish to provide additional email addresses, please contact our Product Support at XXX-XXX-XXXX. Horizon Hobby support representatives are available Monday-Friday, 8am-7pm CST, Saturday, 8am-5pm CST, and Sunday 12pm-5pm CST.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of Friday, November 6th, I am still getting email from Horizon Hobby's social answering emails.

Final Consumer Response /* (2000, 6, 2016/07/11) */
Hi, my name is [redacted], I have a open case, case# XXXXXXXX, towards Horizon Hobby that I would like to report that this has been resolved above and beyond what I expected and to express how very happy I am with the outcome.
Please contact...

me if need be.
Thank you,
Sent from [redacted]'s phone

Initial Business Response /* (1000, 5, 2016/09/19) */
The Customer has stated that the product functioned fine and has flown multiple flights without issues for nine (9) months. The product warranty is free from manufacturer defects at the time of purchase. As Horizon has no control over use,...

setup, final assembly, modification or misuse, no liability shall be assumed nor accepted for any resulting damage or injury. By the act of use, setup or assembly, the user accepts all resulting liability. If you as the purchaser or user are not prepared to accept the liability associated with the use of the Product, purchaser is advised to return the Product immediately in new and unused condition to the place of purchase. There are many variables that can contribute to uncontrolled loss of a quad. Flying conditions such as, altitude, winds, user skills level, previous crash damage and weather can all affect the aircraft performance. Proof of purchase is required for all claims and inspection of item can help diagnose what happen to solve the root cause. We are never happy to hear about any customer's loss of product as well as always trying to keep our cost low to provide affordable items. Discounts are at the discretion of the rep and if the consumer would like to contact us with proof of purchase we may reevaluate his claims

Initial Business Response /* (1000, 5, 2016/04/12) */
Horizon warrants to the original purchaser that the product purchased will be free from defects in materials and workmanship at the date of purchase. As Horizon has no control over use, setup, final assembly, modification or misuse, no liability...

shall be assumed nor accepted for any resulting damage or injury. Horizon warranty clearly states that Purchaser Remedy- Horizon's sole obligation shall be that Horizon will, at its option, repair or replace, any Product determined by Horizon to be defective. Horizon reserves the right to inspect any and all equipment involved in a warranty claim. Repair or replacement decisions are at the sole discretion of Horizon. This warranty does not cover cosmetic damage or damage due to acts of God, accident, misuse, abuse, negligence, commercial use, or modification of or to any part of the Product. This warranty does not cover damage due to improper installation, operation, maintenance, or attempted repair by anyone other than Horizon.
Our accounts logs show that on April 5, 2016 that the consumer sent an email to our Support department expressing his disappointment in the item he had purchased. Our response to him was on April 8, 2016 and we try to respond to email within a 3 -5 business day timeframe. Due to the natural of emails and our phone call volume, response times do vary. We try to afford each call and email the appropriate time to solve each situation. We do offer a phone call back feature and recommend using it instead of holding on the phone. The callback feature holds you place in line and our representatives then call back the number you put into our system. The Call Back System is the fastest avenue for contact on product issues, generally Mondays are very busy and may have extended wait times.
I see on your account that a replacement vehicle was sent out on April 8 and if you have any questions or concerns please contact our Product Support at XXX-XXX-XXXX. Horizon Hobby support representatives are available Monday-Friday, 8am-7pm CST, Saturday, 8am-5pm CST, and Sunday 12pm-5pm CST.
We apologize for any inconvenience that this may have caused you and your son. Thank you for the opportunity to resolve your issue and we appreciate your support of our company.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted], and find that this resolution is satisfactory to me.I just wish the company would've taken care of me without having to contact...

the Revdex.com. I've been a longtime customer and have spent thousands of dollars with the company.Lloyd

Our service records show that the consumer’s first incident was in March, 2016 when our company offered him a discount of $350.00 on a replacement, which he accepted.  His transmitter was inspected and no issue found. His second incident came in October of 2016 and again his transmitter was...

evaluated with no issue found. Our representative notes states that his second radio was received on November 7, 2016 and waiting on customer call back. His radio is currently in our support center.  The last logged contact with the consumer was on December 20, 2016 more than nine months ago. His transmitter is available for return and all he needs to do is verify his current shipping address. Per our Company policy crash damage and GPS loss (fly away) are not covered under warranty. Horizon warrants to the original purchaser that the product purchased will be free from defects in materials and workmanship at the date of purchase.  Horizon’s sole obligation and purchaser’s sole and exclusive remedy shall be that Horizon will, at its option, either service, or replace, any Product determined by Horizon to be defective. Horizon reserves the right to inspect any and all Product(s) involved in a warranty claim.  Repair or replacement decisions are at the sole discretion of Horizon. This warranty does not cover cosmetic damage or damage due to acts of God, accident, misuse, abuse, negligence, commercial use, or modification of or to any part of the Product. This warranty does not cover damage due to improper installation, operation, maintenance, or attempted repair by anyone other than Horizon. If you as the Purchaser or user are not prepared to accept the liability associated with the use of this Product, you are advised to return this Product immediately in new and unused condition to the place of purchase.