HPI Racing USA

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Hi, HPI is the same big company that does sell the item overseas , you all did give me the link to the customer service in the UK after I contacted them they informed me that they would not help me with my issue Because you are the same company and that is just your UK division and I live in the USA and I am still able to purchase this item from the USA , it is only fair that HPI fix this problem when your UK division won't Your website says that HPI cares about its customers and has a great customer service but I am finding that to be not so trueThere for I'm asking that HPI fix the problem and not try to use a cop out like that and put it off as not your problem when it is still the same company that claims to offer warranties and good customer serviceFollowing through with your companies claims can go a long way when it comes to the products that HPI puts out to customersI truly believe that HPI has a lot to learn about real customer service

It sounds like we repaired the defective items on your carWe only responded to the speed because you mentioned you only went mph in your initial complaintIt sounds like the car is in working order, but has some play in the suspensionPlease keep in mind that a little play actually makes the car easier to driveIf everything is too tight, it makes a car more difficult to driveWhen reaching speeds of mph, it is very difficult to driveWhen running at high speed, please make sure you are driving in an open area to avoid any dammageIf you have any issue with a defective part, please let us know and we'll be glad to fix it

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Thank you for the responseunfortunately no one at HPI has replied to my emails and repairing this vehicle would not make any differences since the problems it has are do to a lack of quality parts, replacing them is not going to solve anything since the factory parts on this vehicle and its design are the cause of the issueit is all going to have to come down to HPI and customer service doing the right thingCustomer service is the key to any business not its productHere is an exampleI order from [redacted] once every two weeksLast week the delivery took an extended amount of time however I never complained as it was raining and its the holidaysTwo days later out of the blue my local [redacted] store left me a message apologizing I experienced a delay in my order and added a free two topping pizza to my next orderyes its just a pizza and free merchandise or credit its all the same but [redacted] realizes I can buy a pizza anywhere, its a competitive market so there customer service empowered themselves to assure I was satisfied with my experience and as a customer would continue to use their servicesHPI obviously has no concept of customer serviceI shouldn’t have to jump through hoops to have my problem resolved this is something my local Hobby store, the company it was purchased from and HPI should be handlingAs I stated without a refund I am holding my complaint with the Revdex.com and selling my car at a lossIts not a question of the money its a question of standing behind your product and its qualityI have already purchased a [redacted] ***, [redacted] power supply and charger, [redacted] along with two [redacted] and spent over $ [redacted] so as you see its not about the moneyAs per my previous email [redacted] has never been a disappointment from a quality aspect so that is where my loyalty will stay and never will I do business with HPI in the future Amazing with the money I spend on the sport that the small amount of effort HPI could have made might have saved a customer“customer service” either you have it or you don’t! [redacted] Regards, [redacted]

The Maverick product *** is referring to is not sold in the US*** would have had to purchase that kit outside the USUnfortunately, we do not sell that brand and are unable to service that product*** will need to contact where he purchased the product for assistance
Best
regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have received my car back, and yet again was very disappointed in my "repair"As nothing was fixed with the carThey installed some replacement parts, but did not fix the main issue I was having with the carI think my complaint was misunderstood as my battery is not the issue, it is carI am currently using a Venom 4000Mah 20c lipo which would definitely be capable of getting the car to its 70+ mph speed, if only the car would work rightMy main issue I have with the car is the massive amount a play in the cars front wheels (which was stated in my previously filed complaint and must have been over looked)When you turn the wheels to the right and release the control the wheels stay slightly to the right, also goes for when your turn them to the leftThat does not effect the car much when going at slower rates of speed, but I bought this car for the purpose of getting it up to the 70+ mph it says deceptively that its capable ofWhen you try getting it up to speed since the wheels never stay straight and have so much play it will hook off to the left of right (which ever way its feels) which makes the car practically uncontrollablewhich makes it impossible to reach the speeds of up to 70+ mph the box deceptively said the car could reachI have been told throughout several very frustrating phone calls by several different customer service representatives that replacement cars are issued only when the car is defective like mineEssentially I feel as though I have been robbed and spent plus tax on a very over priced paper weightBelow I have attached the previous complaint as I feel as though my complaint was never understood, because of the response I was givenI bought an HPI RSSPORT FLUX from the local hobby shopOnly after minutes of using it did I regret buying it, when the spur gear completely rounded out from not being meshed properly at the factoryThe box was very deceptive when saying it could reach 70+ MPH but once I reach MPH the car just takes random turns where every it wants due to the massive play the front wheels have (even after tightening everything down)On top of that parts have been falling out of the car and coming loose left and right, including the drive shafts which I was told are on back order, and cant get replacementsMy friends have been racing RC cars for 10+ years and agree that I received a defective carI have called HPI several times in which they are rather rude and the only option they gave me was to send in my carThey now have my car and instead of giving me a car that works are trying to fix the car in which I spent $in parts trying to fix already and did not work at allIt is estimated to be done the 10th of October when I was promised a 3-day turn aroundI don't get why they are wasting my time and their time trying to fix a defective carI feel like I have been robbed after putting $into the car and still have a $walmart car that runs a lot nicerI am very disappointed in the way HPI has dealt with this, next time I will know to stay away from HPI.
Regards,
*** ***

HPI Racing is happy to replace any damaged parts and we'll cover anything under warranty for ** ***We'll continue to service and replace damaged parts so that *** *** truck can continue to work properly

We are sorry things have not worked out well for [redacted]. HPI's policy is to warranty anything in the box that is defective and replace any item necessary. We do not replace vehicles or complete kits themselves. This is because every item on the kit is replaceable and able to be repaired. Plus...

cars and trucks such as these are meant to be driven at high speeds and can potentially crash and break. We will get the car back to [redacted] in working condition. As for the 70 mph speed, we make sure the speed we list on the box is a speed that we have reached ourselves. In this particular kit, we do not include batteries and that has a large influence on the speed. This is the customer's choice at what battery to use. Again, hopefully after [redacted] gets his kit back, he will have a much better experience moving forward.
Thank you
HPI Racing

Dear [redacted],
Please give me the part number and I'll see if the UK office has that part in stock. I understand service is important and I'm happy to help do whatever I can.
In the future, please understand, we do not carry that brand in the US, we have no inventory, HPI in the US does not have any support for that brand.
I will see what I can for you though regarding this instance.
Best regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Thank you for the response. unfortunately no one at HPI has replied to my emails and repairing this vehicle would not make any differences since the problems it has are do to a lack of quality parts, replacing them is not going to solve anything since the factory parts on this vehicle and its design are the cause of the issue. it is all going to have to come down to HPI and customer service doing the right thing. Customer service is the key to any business not its product. Here is an example. I order from [redacted] once every two weeks. Last week the delivery took an extended amount of time however I never complained as it was raining and its the holidays. Two days later out of the blue my local [redacted] store left me a message apologizing I experienced a delay in my order and added a free two topping pizza to my next order. yes its just a pizza and free merchandise or credit its all the same but [redacted] realizes I can buy a pizza anywhere, its a competitive market so there customer service empowered themselves to assure I was satisfied with my experience and as a customer would continue to use their services. HPI obviously has no concept of customer service. I shouldn’t have to jump through hoops to have my problem resolved this is something my local Hobby store, the company it was purchased from and HPI should be handling. As I stated without a refund I am holding my complaint with the Revdex.com and selling my car at a loss. Its not a question of the money its a question of standing behind your product and its quality. I have already purchased a [redacted], [redacted] power supply and charger, [redacted] along with two [redacted] and spent over $[redacted] so as you see its not about the money. As per my previous email [redacted] has never been a disappointment from a quality aspect so that is where my loyalty will stay and never will I do business with HPI in the future.  Amazing with the money I spend on the sport that the small amount of effort HPI could have made might have saved a customer. “customer service” either you have it or you don’t! [redacted]
Regards,
[redacted]

It sounds like we repaired the defective items on your car. We only responded to the speed because you mentioned you only went 30 mph in your initial complaint. It sounds like the car is in working order, but has some play in the suspension. Please keep in mind that a little play actually makes the car easier to drive. If everything is too tight, it makes a car more difficult to drive. When reaching speeds of 70 mph, it is very difficult to drive. When running at high speed, please make sure you are driving in an open area to avoid any dammage. If you have any issue with a defective part, please let us know and we'll be glad to fix it.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Hi, HPI is the same big company that does sell the item overseas , you all did give me the link to the customer service in the UK . after I contacted them they informed me that they would not help me with my issue . Because you are the same company and that is just your UK division and I live in the USA and I am still able to purchase this item from the USA , it is only fair that HPI fix this problem when your UK division won't . Your website says that HPI cares about its customers and has a great customer service but I am finding that to be not so true. There for I'm asking that HPI fix the problem and not try to use a cop out like that and put it off as not your problem when it is still the same company that claims to offer warranties and good customer service. Following through with your companies claims can go a long way when it comes to the products that HPI puts out to customers. I truly believe that HPI has a lot to learn about real customer service .

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
I would also like to add an apology for mixing up the different servo. After examining the manual after reading the response from HPI, I felt foolish for going from memory which led me to a false answer in the original complaint. I had thought the wheelyking had an SF-20w but the manual lists the correct part as SF-10w. I did not remove the part to verify due to the fact that the entire vehicle must practically be fully dismantled.  Regards,
[redacted]

I have not received a letter in the mail about the specified complaint. I'm attaching responses to [redacted] from the customer service department.
On 12/3/14 - Thank you for your recent email.
>
> I'm sorry to read about the issues with the trucks. The only place that could
>...

offer a refund would be the shop. We may be able to offer an exchange, but we
> would need to look at the trucks in our warranty center for a decision could be
> made. We offer a two year warranty on HPI vehicles just for such unfortunate
> circumstances. To get your vehicles inspected under the warranty, please send
> it to the address below:
>
> Hobby Services
> [redacted]
> [redacted]
>
> Also, please include a copy of this message, copy of your receipts and phone
> number or email address.
On 12/5/14 - Good Afternoon [redacted],

[redacted] forwarded your E-mails to me.

I am sorry to tell you that there is no way that we can refund your purchase price for your HPI Trophy Truggy. You did not purchase it from us; you got if from and independent Hobby Shop. If you want to try and work with that shop to return it to them, we will work with that shop to get them a new truck. However, this outcome is totally dependent on them and their policies.

We are more than willing to send you a pre-paid label for you to send the truck into us. We will go through it, replace any parts that need it and then run and trim your truck so that when you get it back it will be perfect.

Please contact us with your preference. We want you to have a good experience with your HPI Trophy Truggy and will stand behind it so that it runs the way it should.

Dear [redacted],
I'm sorry you've had issues lately with your HPI products. HPI will cover any defective items under warranty. The servo you need in your Wheely King is actually an SF-10W. We will send you a replacement SF-10W servo and 86869 Clutch shoe/spring set to get your vehicles working...

again. If you have any further issues, don't hesitate to give us a call.