Horizon Hobby, LLC

Final Consumer Response /* (2000, 6, 2016/07/11) */
Hi, my name is *** ***, 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

The customer has been issued a refund for the *** 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 ***Horizon Hobby support representatives are available Monday-Friday, 8am-7pm
CST, Saturday, 8am-5pm CST, and Sunday 12pm-5pm CST

Initial Business Response /* (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 /* (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

Initial Business Response /* (1000, 5, 2016/08/03) */
In response to the consumer's complaint regarding requests to be removed from our email marketing list, we can confirm that he is not on our list to receive any marketing information whatsoever To date, we show that he has only been sent a
total of three emails All three of them were related to a product recall on the Spektrum FPV Wireless Headset (SPMVR2500) and we were required to send to all who purchased this item He has not and will not receive any marketing emails from our systemRegarding product recalls, our standard practice falls in line with that of the majority of other retailers across the US We notify customers who have purchased the product and set up a return authorization to get the product back We sent the consumer a pre-paid shipping label to return the product to us so he would not need to pay for shipping and refunded his money
The consumer mentioned that he did not want to see banner ads for Horizon Hobby We have no control over what banner ads are showing as he browses other sites Horizon Hobby and many other retailers advertise frequently on the Internet, both in banner advertising on specific sites that relate to our business and via search engine paid advertising The consumer may be visiting sites where we have paid for advertisements or he may be getting targeted ads based on his individual browsing history He can remedy this himself by clearing his browser history and deleting the cookies on his computer and not visiting the www.horizonhobby.com webpage or searching for Horizon Hobby items in his browser
Initial Consumer Rebuttal /* (3000, 7, 2016/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have done nothing

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1***, 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.comI've been a longtime customer and have spent thousands of dollars with the company.Lloyd

Initial Business Response /* (1000, 5, 2016/10/19) */
After reviewing your customer history with Horizon we have re-evaluated these repair charges and are refunding his repair costs of $to his credit cardIn addition to the firmware update we have also thoroughly tested our programming
download for the S and verified it is functioning correctlyWe apologize for any inconvenience this may have caused youPlease allow business days for your credit to appear on your accountIf 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
Initial Consumer Rebuttal /* (2000, 7, 2016/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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 *** *** 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

We apologize for any inconvenience this may have caused on your purchasing decisionThe advertised price is $less than the previous standard advertised price and $lower than the retail price (MSRP). It has been Horizon Hobby’s standard practice to only list the new discounted
price on sale items in relation to the MSRP We have asked one of consumer sales representatives to call and offer assistance with our advertised sales promotions. The Customer did not want to order the Losi 2WD race kit (TLR03009)He just wanted to know which items in that promotion were $off and TLRis the only itemThe other items in the “RC your refund” promotion ranged from $or $off our regular pricingIf you have any questions or concerns please contact our Consumer Sales Team at 800-338-4639, representatives are available Monday-Friday, 8:am-6:pm (CST)

Initial Business Response /* (1000, 5, 2016/07/06) */
Horizon warrants to the original purchaser that the product purchased will be free from defects in materials and workmanship at the date of purchaseAs Horizon has no control over use, setup, final assembly, modification or misuse, no liability
shall be assumed nor accepted for any resulting damage or injuryHorizon's 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 claimRepair 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 Horizon
We have discussed this issue by phone with the consumer on June 24, 2016, the day after this complaint According to his online posts and acknowledgement the Vortex Race quad had flown successfully for several flights and he has been informed this is not covered under any warranty
The customer states that there were a dozen witnesses to the incident and that he could hear the throttle responding and his forum discussion also states he could hear throttle responding while it was "flying away"This would only be possible with a functioning receiver The SPMreceiver the customer stated to have caused the quad to "fly away" does not control the failsafe capabilities of the aircraftLoss of RF link is handled by the quads flight controller, not the Spektrum receiver The customer clearly stated he has modified or replaced multiple components on the Vortex Race Quad Horizon cannot consider warranty support on a product that cannot be inspected? This could be due to the numerous modifications or damage caused by crashes that broke prop adaptor and cause damage to the LED boardAdditionally there could have been undiscovered damage that may have contributed to this issue
Customer declined our discount offer on a replacement quad and on his forum post states he has already replaced the quadNow He is again having troubles even with the third Quad (The stock Quads are likely not the problem)
As stated above and in our manuals our warranty is to be free from defects in materials and workmanship at the date of purchase to the original ownerIf you have any questions 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
Initial Consumer Rebuttal /* (3000, 12, 2016/07/27) */
Horizon Hobby continues to lieThey should produce a copy of the telephone conversation we had as this will show that they'll say one thing to you on the phone while its a whole different story when its in written form
Horizon's product support manager *** *** is the most unprofessional and incompetent customer service person that I have ever had the unfortunate experience of having to deal with
I've spoken to three local hobby store owners about my experience and I can tell you that they're all extremely disappointed in the way Horizon handled this, not only because they know they're losing a tremendous amount of my business with my boycott of Horizon, but because they've lost confidence in the fact that they are selling primarily a suite of products which are no longer provided by a reliable customer service staff
Just as a general courtesy, I will be reaching out to Horizon's CEO *** ***The product quality of HH's product is very high, in fact its the best in the business; however the customer service quality completely counteracts this*** *** needs to know this because its already cost his business several thousand dollars in lost sales

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 purchaseAs Horizon has no control over use, setup, final assembly, modification or misuse, no liability
shall be assumed nor accepted for any resulting damage or injuryHorizon 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 claimRepair 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 Horizon
On 01/05/our account logs show your product has been into our service, tuned, fully tested and functions properly at no charge to the consumerSpecific tuning must be done by the owner per use, physical location and attitudeA nitro engine conversion would require additional components not just the engineAny 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-XXXXHorizon 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 vehicleHorizon only tested it for minsThe problems arise after the five minutesThere is a flaw in the battery and CSI system that the company might not want to discussThis 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 motorI will pay out of pocket any other parts that I needPlease just exchange motor for motorThat is all I ask

QX - Complaint:Customer did purchase new control board for his 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 flyi 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 wiresReplaced board and tested Update: ran into an issue test flying it, bench hold Update: offered a Chroma replacement and go pro gimbal for He's thinking it over Our customer's drone was not cost effective to repair. The $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, 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 purchaseAs Horizon has no control over use, setup, final assembly, modification or misuse, no liability
shall be assumed nor accepted for any resulting damage or injuryHorizon 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 claimRepair 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 Horizon
Our accounts logs show that on April 5, that the consumer sent an email to our Support department expressing his disappointment in the item he had purchasedOur response to him was on April 8, and we try to respond to email within a -business day timeframe Due to the natural of emails and our phone call volume, response times do varyWe try to afford each call and email the appropriate time to solve each situationWe do offer a phone call back feature and recommend using it instead of holding on the phoneThe callback feature holds you place in line and our representatives then call back the number you put into our systemThe 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 and 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
We apologize for any inconvenience that this may have caused you and your sonThank 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.)

Our customer was contacted by telephone and his issues were address by our development departmentWe believe this has been resolved with our consumer

Initial Business Response /* (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

According to our service records, the customer originally sent in an engine he had purchased second-hand from a club memberHe did purchase another 10GX gas engine on March 25, He has been in contact with our Service Center on this and they are waiting on additional photos on his setup We
have reached out to our consumer by phone for additional information on his incidentThere has been some confusion on our instruction of use with telemetry receiversWe have worked though some of the set and have verified his receipt and agreed on a resolution on his product issues

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 injuryBy the act of use, setup or assembly, the user accepts all resulting liabilityIf 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 purchaseThere are many variables that can contribute to uncontrolled loss of a quadFlying conditions such as, altitude, winds, user skills level, previous crash damage and weather can all affect the aircraft performanceProof of purchase is required for all claims and inspection of item can help diagnose what happen to solve the root causeWe 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 itemsDiscounts 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, 2016/09/21) */
Customer return history on his Saito engine from our return logs
Saturday: September 3rd- Customer sent in a request via Amazon to return SAIE072B due to: "I am going to use a different engineThis has not been used at all"
Monday:
September 5th- Labor Day -Company closed for the Holiday
Tuesday: September 6th - after the weekend and holiday, Customer Support set up the return authorization JXXXXXX
Monday: September 12th- according to his tracking number we received his return (XXXXXXXXXXXXXXXXXXXXXX)
Friday: September 16th- Return was checked in and invoiced
Monday: September 19th- Credit was returned to Channel Advisor
Our return processing time changes depending on the time of year, however we received his item on the 12th and he was refunded on the 19th, that is a business day turn timeOur records show this credit accepted at the retailerWe have no control over the credit procedure from third party retailer through which he purchased the item The customer is responsible for the return shipping, it is his choice what ship method he wants to useIf customer has any further questions he may contact Customer Service at XXX-XXX-XXXX, Mon- Fri am - 5pm (CST)
This is from our Web site return policy:
Returns Policy
Returned merchandise must be in unused condition and in its original packaging
HORIZON HOBBY DOES NOT ACCEPT THE RETURN OF BATTERIES THAT HAVE BEEN CHARGED OR USED IN ANY WAY
The mounting of engines and accessories, running fuel through engines, cutting or pushing out the balsa sheets in kits, and other similar actions constitutes used merchandise
Radios must be returned with unmounted servos and switch harness
When packing your order for return, please be sure all the original packing material and instruction papers and/or manuals are included
We will be unable to process your return if parts are missing, or if items are not packed properly to avoid damage to products and their boxes and/or packages
ARF kits are specially packaged to insure safe shipping of all contentsIn order to receive credit for a returned ARF, the contents must be returned in the original plastic covers and arranged in a manner that will not damage the contents or packaging
Please contact us for a return authorization numberFreight charges will not be refundedThe customer is responsible for insured shipping back to our shop
Returns sent COD will not be accepted
Horizon Hobby reserves the right to charge a 15% restocking fee on any merchandise returned for credit
Certain manufactures handle defective items and will not allow a return to Horizon HobbyYou will be notified when you contact Customer Service if this applies to the item you have

Initial Business Response /* (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 /* (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

? 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