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 inexpensiveOnce again, any decent company would not a young man to not be able to play with his Christmas present
Initial Business Response / [redacted] (1000, 5, 2016/09/19) */ The Customer has stated that the product functioned fine and has flown multiple flights without issues for nine (9) monthsThe product warranty is free from manufacturer defects at the time 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 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
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, 2015/06/18) */ Called customer and went over his set up on the Apprentice SWe have received his proof of purchase and verified his receiptWe are replacing his plane as a courtesy
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 unsubscribedThis 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 resolvedIf 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
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
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, 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 defectiveHorizon 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 / [redacted] (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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.I 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
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, 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 announcementThis 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
Initial Business Response / [redacted] (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 / [redacted] (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 defectiveHorizon 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 complaintAccording 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 receiverThe 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 receiverThe customer clearly stated he has modified or replaced multiple components on the Vortex Race QuadHorizon 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 / [redacted] (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 [redacted] 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 [redacted] 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 [redacted] needs to know this because its already cost his business several thousand dollars in lost sales
Initial Business Response / [redacted] (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 defectiveHorizon 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 timeframeDue 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 / [redacted] (2000, 7, 2016/04/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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
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 guysi 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 repairThe $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 aircraftPlease 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 / [redacted] (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 accurateThis 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 versionThe 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 claimsSERVICE, 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 / [redacted] (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 djiThis is unacceptable customer serviceThe replacement quad they send gave irrattic flight and crashedIt beoke my cgcamera 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
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 inexpensiveOnce again, any decent company would not a young man to not be able to play with his Christmas present
Initial Business Response / [redacted] (1000, 5, 2016/09/19) */ The Customer has stated that the product functioned fine and has flown multiple flights without issues for nine (9) monthsThe product warranty is free from manufacturer defects at the time 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 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
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, 2015/06/18) */ Called customer and went over his set up on the Apprentice SWe have received his proof of purchase and verified his receiptWe are replacing his plane as a courtesy
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 unsubscribedThis 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 resolvedIf 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
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
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, 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 defectiveHorizon 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 / [redacted] (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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.I 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
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, 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 announcementThis 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
Initial Business Response / [redacted] (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 / [redacted] (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 defectiveHorizon 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 complaintAccording 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 receiverThe 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 receiverThe customer clearly stated he has modified or replaced multiple components on the Vortex Race QuadHorizon 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 / [redacted] (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 [redacted] 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 [redacted] 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 [redacted] needs to know this because its already cost his business several thousand dollars in lost sales
Initial Business Response / [redacted] (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 defectiveHorizon 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 timeframeDue 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 / [redacted] (2000, 7, 2016/04/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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
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 guysi 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 repairThe $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 aircraftPlease 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 / [redacted] (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 accurateThis 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 versionThe 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 claimsSERVICE, 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 / [redacted] (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 djiThis is unacceptable customer serviceThe replacement quad they send gave irrattic flight and crashedIt beoke my cgcamera 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