Horizon Hobby, LLC

Initial Business Response /* (1000, 6, 2016/10/04) */
We spoke with the customer on his issue with his MTXL, and advised on our warranty policy/ tech support line
We sent out courtesy replacement body shell, pull starter and exhaust tube on order JXXXXXX on 09/022/
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 /* (2000, 8, 2016/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A gentleman from Horizon Hobby called me and was very friendly and supportiveHe helped me out and sent me replacement parts quicklyBecause of his positive attitude I will be a losi / hobby horizon customer for life
I cant stress enough how much I like my Losi / Horizon hobby products and their support is outstanding

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 maintenanceThis consumer has had two (2) incidents with our quad and returned nothing for inspection per our warranty policyWe have offered the first replacement at a substantial discount and then courtesy replaced their second mishap for freeThe claim that we wanted to charge her $was due to her wanting overnight Saturday delivery is not accurate This cost ($172.15) is from the shipping company, not our companyAgain, loss of profits or production is not covered and any expedited shipping is the consumer's responsibilityFurthermore we fail to understand how they have lost an opportunity for Labor Day income when this last replacement was delivered on 08/29/according to tracking informationThis is the week before the holiday
Third, the consumer has received quads for approximately the cost of one complete 4K camera kitThey originally spent $on the first unit and $discount on the upgrade to the 4k camera version The 4k camera unit sells for $and they have spent $in total before their expedited shippingWe have gone above and beyond each time in order to try to help this consumerEach time she has agreed to our offer or even suggested the upgrade option with paying the differenceOur response has been to replace the entire kitThe offer has never been keep leftover components and receive moreWe 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,
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 regulationsOTHER 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 PURPOSETHE 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 DAMAGESFurther, in no event shall the liability of Horizon exceed the individual price of the Product on which liability is assertedAs 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 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 defectiveHorizon reserves the right to inspect any and all Product(s) involved in a warranty claimService, service and/or replacement decisions are at the sole discretion of HorizonProof of purchase is required for all warranty claims SERVICE, REPAIR OR REPLACEMENT AS PROVIDED UNDER THIS WARRANTY IS THE PURCHASER'S SOLE AND EXCLUSIVE REMEDYFor Warranty consideration, you must include your original sales receipt verifying the proof-of-purchase dateProvided warranty conditions have been met, your Product will be serviced or replaced free of chargeService 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*** the product supervisor had decided to tell me that maybe I should go with another company such as djiThis is unacceptable customer serviceThe replacement quad they send gave irrattic flight and crashedIt beoke my cg camera and gimble as well as cracking my copter and snapping off the gps massNow he replaces the gimble and gps casingOnce replaced we have had issues with the chroma flying backwards and falling overI am told now tgat warranty is at their own discretionI 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 jobsThat 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 allAnd no matter how juch I requested that he is not doig anything outside of what he wants to doHe openly admitted over the phone to me prior that he would do everything just because he couldI have offered flight videos as examples etcHe became very hostile and rude when didnt like what we stated over the phoneI have never had a supervisor be so rude to meI 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

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.?

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)

Our Customer has been contacted and his issues resolved