Horizon Hobby, LLC

Initial Business Response / [redacted] (1000, 5, 2016/08/23) */ Our company takes customer's report of abusive language from our reps very seriouslyWe have reviewed our call logs of the conversation and there was no profanity used from our representativeThe consumer has provided their proof of purchase As a one-time courtesy we have replaced their item and have noted this in their account log

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 / [redacted] (1000, 7, 2016/01/26) */ Horizon Hobby was very disappointed and confused when we saw this review and we immediately contacted the customer to resolve the issue We regularly receive inquiries of this nature from customers and never hesitate to sell individual items at the net price of the more complete package This has been standard operating procedure for more than ten years and happens frequently with the various completion levels of many of our products Initial Consumer Rebuttal / [redacted] (2000, 9, 2016/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company has taken care of me and I am very pleased with the fast response I have gotten thank you

The customer has been issued a refund for the [redacted] on November 28, Please allow 5-business days for processing the refund.If you have any questions or concerns please contact our Product Support at [redacted] Horizon Hobby support representatives are available Monday-Friday, 8am-7pm CST, Saturday, 8am-5pm CST, and Sunday 12pm-5pm CST?

Initial Business Response / [redacted] (1000, 5, 2016/07/11) */ PRICE OR DESCRIPTION CHANGES: All information, prices, pictures and descriptions on this site are subject to changeHorizon Hobby, LLC disclaims all responsibility and liability for unintentional errorsIn the event of such errors on our site or in our publications, Horizon Hobby reserves the right to cancel or refuse orders at our sole discretionPlease contact Horizon Hobby immediately if you become aware of any errors or discrepancies According to the Terms and Use Agreement all pictures, descriptions, and pricing are subject to change and Horizon Hobby, LLC disclaims any responsibility and liability for unintentional errors This includes the representation of domestic products where our Company is provided pictures and descriptions from the product distributor for use on our websiteThis was the case with the DUO Diversity Receiver from ImmersionRC where the posted image showed the product with a white case yet the customer received a black version Upon being notified of the difference between what the customer received and the description on our website a refund including shipping was processedWe then contacted the distributor after we learned about the manufacturers change in the color New pictures were requested and the outdated image was removed from Horizon's website Horizon is not liable for unintentional errors with regards to product descriptions and imagesThe customer was credited the full purchase price for the product, including shippingOur records show that the credit was issued to his bank card on July 8, and no other discounts would apply

Athearn has received this consumer’s subject locomotive on at least occasions according to our records.? Our first claim experience was for a broken wire harness, the non-warranty repair of which MrHutchinson 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 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 customerThe 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 year from the date of purchase and less than 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 wear items, Product not purchased from an authorized Horizon Athearn dealer, or Products older than 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

Final Consumer Response / [redacted] (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 ***'s phone

Initial Business Response / [redacted] (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 purchaseThe customer is correct in that the return would need to be through the original place purchasedIf further assistance is needed or concerns please contact our Product Support at 877-504-Horizon Hobby support representatives are available Monday-Friday, 8am-7pm CST, Saturday, 8am-5pm CST, and Sunday 12pm-5pm CST

? I am rejecting this response because: Number 1:? I did not abuse this trainI bought the train December The one year warranty was extended per your employee(The statement was made "Don't worry about the warranty running out, we need to find out what is causing the train to break." A total of repairs were completed on my trainDuring the thirteen months I had the train, My son only had it play with for two monthsI don't know what kind of a company you are but five repairs on a single item seams somewhat excessive.? ? ? In an answer to what I told [redacted] about the voltage going to the train track, I tested the with a volt meter which very inexpensive.? Once again, any decent company would not a young man to not be able to play with his Christmas present? ? ? ? ? ? ? ? ? ? ? ? ? ? ?

Our service records show that the consumer’s first incident was in March, when our company offered him a discount of $on a replacement, which he accepted.? His transmitter was inspected and no issue foundHis second incident came in October of and again his transmitter was evaluated with no issue foundOur representative notes states that his second radio was received on November 7, and waiting on customer call backHis radio is currently in our support center? The last logged contact with the consumer was on December 20, more than nine months agoHis transmitter is available for return and all he needs to do is verify his current shipping addressPer our Company policy crash damage and GPS loss (fly away) are not covered under warrantyHorizon 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 defectiveHorizon 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 HorizonThis 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 ProductThis warranty does not cover damage due to improper installation, operation, maintenance, or attempted repair by anyone other than HorizonIf 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.?

? 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

Initial Business Response / [redacted] (1000, 5, 2015/11/05) */ We apologize for any inconvenience this has caused our consumerHis email address provided in this complaint has been added to the suppression list on our websiteIt was already unsubscribed This is added protection that will insure our company cannot email him again from HorizonHobby.comWe use a third party vendor that sends out our social answering emailsThey have removed his email address listed on this complaint and added it to a suppression list as wellI 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 themIf you have any more concerns or wish to provide additional email addresses, please contact our Product Support at XXX-XXX-XXXXHorizon Hobby support representatives are available Monday-Friday, 8am-7pm CST, Saturday, 8am-5pm CST, and Sunday 12pm-5pm CST Initial Consumer Rebuttal / [redacted] (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

On April 6, 2018, Horizon Hobby purchased the RC hobby assets of Hobbico through their bankruptcy proceedings.? As the customer has stated and logged in his complaint, he purchased the Yeti JRfrom his local hobby shop on 05/01/Horizon Hobby assumed no liability through the acquisition of Hobbico RC prior to April 6, Per the previously logged notes (included below) back on 07/06/the customer was sent out replacement parts in May and also in June to cover issues he was having at that timeThen he was sent a UPS pre-paid shipping label to return the vehicleThe vehicle was never return to Hobbico RC within the appropriate warranty period for inspectionWarranty notice provided below: Warranty:? One year bumper to bumper limitedAxial's warranty center Hobby Services will repair or replace any incorrectly made partProof of purchase is required for Axial to honor any warranty claimAxial reserves the right to change or modify this warranty without noticeThis warranty does not cover damages due to wear and tear, users' failure to perform routine maintenance, user error of assembly or installation, modifications, misuse, crash damage, or the addition of aftermarket parts or optional partsNote:? Purchasing products from unauthorized retailers may void the warranty and prevent support and serviceRepair or replacement of the product by Hobby Services is the sole and exclusive remedy for any loss or damagesCustomer account notes: Note Date Entered Customer upset about problems with the vehicleI told him he could send us the vehicle for warranty inspection 06/30/ Customer not happy, only wants a new vehicle sent to himHe asked for management, Eddie was assigned to his emails 07/06/ Ticket# Cust claims we haven't been helpful in trying to resolve the issue, but I see that we've sent parts and suggested he send it to HSThreatening Revdex.com complaintHaving rep send a pre paid label 07/06/ 1Z 07/06/ ? The customer may send the vehicle into Horizon Hobby for evaluation and estimate of repair costService Center address is: Horizon Hobby, LLC Service Center Fieldstone Rd Champaign, IL Any equipment returned for product service purposes, warranty inspection, or repair, must comply with all Federal shipping regulations, including but not limited to the U.SDepartment of Transportation’s Hazardous Materials Regulations (HMR) as fire, collateral damage, and/or serious injury can occurLithium-ion battery powered equipment and/or devices must have the batteries removed prior to shipping, unless the battery is installed in the device and protected from short-circuitDo not send loose batteries or batteries packed with equipment back to HorizonHorizon Hobby, LLC is not responsible for any collateral damage resulting from improper shipping and reserves the right to charge the shipper for proper disposal of any of the above items? If you have any questions or concerns please contact our Product Support at 877-504-For technical assistance, representatives are available Monday-Friday, 8am-6pm (CST)

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

Horizon Hobby is always disappointed if a transaction does not meet or exceed expectations and works to resolve issues as quickly as possible. We apologize if our shipping process did not meet your expectations for delivery to Peru. On 09/17/the customer requested the order be
cancelled by emailWe have cancelled the order number *** per his request on 09/18/Since your order was cancelled, you were not charged and the pre-authorization will drop from your credit card according to your Bank’s procedures. You may contact your bank regarding their procedure on pre-authorizations as the order was cancelled and not billed. We apologize for any inconvenience. If you decide you would like these items in the future please do not hesitate to visit our web site at https://www.horizonhobby.com.

Initial Business Response /* (1000, 6, 2015/08/13) */
Horizon Hobby, LLC 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, user skill level, 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, (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 claimRepair or replacement decisions are at the sole discretion of Horizon
Our Customer sent an email about this incident on 08/05/days before this complaintOur logs show that he has not called our support for assistance and our email response time is 1-days as statedThe consumer should simply call support for help on any issue for expedited service at XXX-XXX-XXXXHorizon Hobby support representatives are available Monday-Friday, 8am-7pm CST, Saturday, 8am-5pm CST, and Sunday 12pm-5pm CST
We will follow up this notice with a courtesy phone call to help resolve this issue
Initial Consumer Rebuttal /* (3000, 8, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless what their records show I called their support line timesTheir automated system said leave a number and a representative would call me and they didHowever all the suggestions obviously did not fix the problem seing as how the drone flew awayThey contacted me after receiving notice from the Revdex.com and ask that I returm the transmitter which I do not want to do as I can use it with a replacement or bind it to one of my other dronesI have tested the transmitter with one of my other devices and it functions fine even the kill switch works so that issue was also in the droneIf they have no intention of replacing the drone I would like to know asap so I can take the necessary action to persue this in a different manor
Final Business Response /* (4000, 10, 2015/08/26) */
Customer was called for follow up on 08/14/We asked him to send in his DXtransmitter for evaluation and his receiptWhen it arrives I will call him on how we can help
Customer was sent a pre-paid shipping label on 08/14/and it has not been used
He told me he also has other QX quads
He stated that he was flying over a car lot at a about 75-80' high when it flew away
He said he is a software programmer and has open sourced software to fix another quad in the past
He stated this one has been glitchy from new and it had to be re bound and compass calibrated, which is the recommended procedure in our manualHe said after calibrating the yaw and altitude didn't seem right
I have notified our service center to let me know when it arrives
Final Consumer Response /* (3000, 13, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated and I emailed them to let them know that I am not returning the TransmitterI apparently am going to have to buy a new drone and I can use the transmitter it works fine it will save me a few dollarsIf I don't buy another Blade and that's pretty likely I will return the transmitter only if they actually intend on doing somethingI am not the only one with this problem I have been communicating with over previous customers of Horizon Hobby who have had very similar or the exact same thing happen to them as wellYou know the bottom line is the unit had problemsIf you advertise a product that when you flip a switch will return to its original launch position on it's own without the help of the pilot, then how can it be operator error when your unit acts crazy you flip the return home switch and the unit fly's away? I don't get it

Initial Business Response /* (1000, 5, 2015/10/14) */
Our Service Center has inspected the quad copter and estimated that the cost of repairing would exceed the retail cost of the itemThe quad has been functioning properly and the customer has purchased other repair parts to transfer electronics
to a new body shellWhen his quad was evaluated, our technician found wires had been pinched and the main board damagedDue to the cost of the damaged camera and main board ($& $250.00) he was offered a discount on a new quad as a courtesyThe consumer was offered a 30% discount off the purchase of a new unit due the product being months old and customer notes on having made many flights with the drone and thousands of pictures takenOur customer also emailed into our Support department and was again offered 30% off our latest quad called the Chroma because of the QXAP being discontinued and has limited quantities left in stockThe customer has been given ample opportunity to redeem this offer, which we will still honor, all he need to do is call in to redeem If you have any questions or concerns please contact our Product Support at XXX-XXX-XXXXHorizon Hobby support representatives are available Monday-Friday, 8am-7pm CST, Saturday, 8am-5pm CST, and Sunday 12pm-5pm CST
What Horizon's Warranty Covers
Horizon Hobby, Inc., (Horizon) warrants to the original purchaser that the product purchased will be free from defects in materials and workmanship at the date of purchase
What is Not Covered
This warranty is not transferable and does not cover cosmetic damage, damage due to acts of God, accident, misuse, abuse, negligence, commercial use, or due to improper use, installation, operation or maintenance, modification of or to any part of the Product, attempted service by anyone other than a Horizon Hobby authorized service center, or Products not purchased from an authorized Horizon dealer
Purchaser's Remedy
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 defectiveHorizon reserves the right to inspect any and all Product(s) involved in a warranty claimService or replacement decisions are at the sole discretion of HorizonProof of purchase is required for all warranty claimsSERVICE OR REPLACEMENT AS PROVIDED UNDER THIS WARRANTY IS THE PURCHASER'S SOLE AND EXCLUSIVE REMEDY
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The calls tha I have made to the tech support I stated what happened! It doest fit to any of the " was is not covered"The motors just stoped, and due to the crash, it broke the parts listed by the company.I request all the calls that I have made, im sure they were recorded,the instructions received by the tech personThe second time I called the other tech person told me to send it inI called and emailed many times, the company takes a long time to reply.warranty of this product is yearNot monthsI want a replacement of the productI will be happy to pay for the shipping cost, days is about $ Company should replace the discontinued product with the new CHROMA AP COMBO RTF
Final Business Response /* (4000, 9, 2015/10/23) */
We have again reviewed all logs and service center tech notes on his QXAP ComboAs stated before the warranty on this product is not one year, but simply free from defects at the time of purchase to the original owner Per our tech notes the quad copter has been returned to the customer per his request and tracking shows it should arrive on 10/24/back to him
As a courtesy, due to the quad being months old and not under warranty a replacement discount of 30% was offered to help the consumer continue in his hobby His QXAP is still in stock and available for purchase at the above discounted offerIf you have any questions or concerns please contact our Product Support at XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2016/08/23) */
Our company takes customer's report of abusive language from our reps very seriouslyWe have reviewed our call logs of the conversation and there was no profanity used from our representativeThe consumer has provided their proof of purchase
As a one-time courtesy we have replaced their item and have noted this in their account log

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 purchaseThe customer is correct in that the return would need to be through the original place purchasedIf further assistance is needed or
concerns please contact our Product Support at 877-504-Horizon Hobby support representatives are available Monday-Friday, 8am-7pm CST, Saturday, 8am-5pm CST, and Sunday 12pm-5pm CST

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12175351, and find that this resolution is satisfactory to me