Motion RC, LLC

Consistently great experiences with Motion RC service, and as well, their support. Very impressive response time. Customer service really stands out as a priority for them. I'm a very happy customer.

I have been purchasing Remote Control hobby products from MotionRC for a number of years. Over those years MotionRC has grown from a small, relatively unknown, distributor to a large, very well trusted RC distributor. Their secret to success is competitive pricing and their excellent customer service. They fill and ship orders very quickly, and I receive what I ordered. If there ever is a wrong part shipped, they are gracious and very quick to resolve the issue.

Recently, I ordered a number of RC accessories, one of which was an LED light controller. I could not get the LEDs to work when they were connected to a couple of ports on the controller. I thought I was doing something wrong. So I sent an email to MotionRC's support department asking for help in determining what I need to do to get things to work. They responded within 24 hours. They analyzed the problem, determined that perhaps the controller was faulty, and immediately sent me a replacement. I received the replacement in three days, and all ports worked on this replacement part.

Understand that in the RC distribution industry, half of the competitors never even respond to email inquiries, ever. When an issue with a faulty part arises, other competitors ignore the issue, and stop responding, or require so much documentation that it is not worth the effort to pursue a resolution.

MotionRC exhibits these characteristics:
- respond to email inquiries in a timely manner
- they tell you what they are going to do, and then they do it
- their analysis of a problem is usually correct on the first attempt
- their resolution to an issue is timely, usually within a day or two

They have risen to the BEST IN THE INDUSTRY because they care to please and satisfy the customer. They are now my one-stop-shop.

I highly recommend Motion RC. Their ordering system is fast. If there is any issues they have great customer service who take care of you. For their speciality in the hobby they're my go to merchant.

Very helpful and willing to look for many outdated parts and electronics that members needed-as well when orders went wrong, they were immediately on it and made the changes-I had to have them retrieve a sales slip for a transmitter that needed service They had the transcript of sales for me within the same day ( which is more than I could say for the issuing party) They -e-mailed the copy without even being asked to do so*
Overall they very much deserve the [redacted] business as they have well earned it
I highly recommend them.
Milt [redacted]

Unparalled customer service. I placed an order with Motion RC and also sent an email with additional shipping instructions simultaneously. A response to my email was received a mere 17 minutes later which acknowledged my instructions and I received a shipping notice only 47 minutes later. A total of 64 minutes from order to shipping notice! Now that's impressive! I can't tell you how refreshed I am by this very pleasant experience but will surely demonstrate it through future purchases. Motion RC has just become my store of choice.

I believe this to be the best online RC plane dealer in the world. They have the best selection of parts and the service is top notch. I have found stuff cheaper, but then you add in freight/handling and you find it really isn't the best deal from the others. I like the way the parts are organized by tab, I buy stuff meant for other planes and mod my own. They also actually answer my questions when other shops would be annoyed....

Initial Business Response /* (1000, 5, 2014/08/11) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
The customer flew his new RC plane on multiple occasions and broke part of the landing gear. Motion RC advised the customer the part he...

broke is not currently a spare part offered by the manufacturer and we would work with the manufacturer to get the part. The customer called Motion RC for the first time on the morning of 7/29/2014. He explained which part he broke and sent pictures. We immediately called the factory and asked for the part to be available. The manufacturer assigned a spare part number, designed new retail packaging for the spare part, and put the part into production. We told the manufacturer this is a high priority part and asked them to airfreight the part to Motion RC. Airfreight is very expensive relative to sea freight but it is 1 week in transport vs 5 weeks in transport. We did not want the customer to wait 5 weeks for the new spare part to be available so we paid for airfreight. The part is currently in transit to Motion RC and should arrive between 8/15 and 8/20. While we want to have every spare part available for every plane we sell, sometimes there are very rare occasions where the manufacturer can miss or Motion RC can miss a part. When this happens, it is unfortunately a 2 to 3 week process to assign a part number, create packaging, place an order, manufacturer the part, and ship the part. In this case, it will take a total of 3 weeks from the date we were notified to do all this. While we wish a new spare part could be created in days and not weeks, it is ultimately impossible. We have done everything in our power to obtain the needed spare part swiftly and it will be here very soon.
The customer's request for a new airplane cannot be granted because this is not a warranty issue. The customer admitted to breaking the plastic piece holding the main landing gear. These planes are made of foam and plastic and while they are durable, they will break if you have a hard landing or if you crash. The part the customer broke is a $2 part and is meant to be replaced if damaged. It is not reasonable to request us to replace a $210 airplane when the when the plane was not defective. It is unfortunate that the manufacturer did not have the replacement part readily available, but we have made a good faith effort to obtain the part from them as quickly as possible.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. I guess you did not read my entry closely, I did not fly the airplane on " multible" occasions. As I stated, I flew it twice on the same day. The second flight it broke. I never admitted to breaking anything, I said it broke on the second landing because it's cheap! Your interpretation of what I said only tells me you don't want to back your products inferior quality. Your reps indicated this was a part you have been trying to get as a spare for months. He vented his frustration of FMS and said on several occasions Motion had requested this part. He said it was as if the request had fallen on deaf ears. Your comment of " on occasion the mfg or Motion RC can miss a part" are not substantiated with what I was told.
2. I received the plane on July 25th. Due to weather and assembly I did not fly it until the 29th. If the factory was called on the 29th and the part was shipped airmail which (as stated) will only take five days vs weeks, why is it arriving between 8/15 and 8/20? These dates to jive. I was never told that that the part was ordered and was "priority" and being shipped ASAP. Your reps said you were expecting a container from china with the part and had no idea when it was coming...it was overdue. Another reason why a conversation with you would have cleared this up.
3. I totally understand that these aircraft are made of foam and plastic. I own many Park Zone planes which are built much better. The plastic on this particular plane is thin and cheap. Period. Even the propeller hub where it attaches to the splined shaft of the motor broke after the landing gear failed. I ordered that with out asking Motion RC to replace it. I was going to order the landing gear part without asking for Motion to Pay for it. This is more about customer service then warranty. I only requested another aircraft since you did not have the 2.00 part. A fuselage would have sufficed.
4. I understand you cannot always have every part. However, your rep said you have tried over and over to get the mfg to send it to no avail. He even told me about a competitor that carried the part. He felt as if it would never arrive.
5. The part is not designed to be replaced. It's apparent from what your techs said on the phone. "It's not a part normally carried because it never breaks..we have been unable to re-create this problem". I take that as you had no intention of carrying the part.
6. The sad thing here is I know it will break again. I barely hit the grass when it happened. I will ensure the cameras are rolling the next time this happens so it will be documented. Imagine, you just spent $210.00 on a plane, and bought battery's specific for this aircraft, another 100.00. You got to fly it and the landing gear rips off on the second flight after you lightly hit the grass. How would YOU feel? Put yourself in the customers shoes.
7. I noticed as soon as I made this report the aircraft on the website is now unavailable. I commend you for making it unavailable until the issues are worked out.
8. Bottom line here is nobody told me I was getting anything to rectify the problem. I was last told by your rep after he spoke to you, " there is nothing else we can do". He did not say the part was airmailed and you had an expected arrival date(which does not jive with the dates above). He said you tried to get it airmailed and the people at the factory never sent it.
8. I requested a replacement plane based on what your techs said, " they had only heard of a couple problems like this". I figured I had a lemon. I asked to speak with The owner but I was told that was impossible. I was in hopes of getting some solid information to go by and resolve the problem.
9. I saw the other complaint here on the Revdex.com site. The other complaint was just as frustrated with your customer service reps. In your reply you said " this is not the norm". I disagree.
10. I'm not expecting any resolution to this. My only recourse is advising others to look else ware if they don't want to go through the same experience I've had. You have made it clear that you don't back your products. I will not be recommending Motion RC to my area clubs. We use [redacted] Hobby, [redacted] RC, [redacted] Hobby and many more. I have NEVER had an experience like this. They bend over backwards to ensure customer service is number one. I was excited to find Motion RC. That excitement has worn off.
Final Business Response /* (4000, 9, 2014/08/14) */
Our customer service rep offered the part to this customer at no charge. This offer still stands. We are happy to send this customer the replacement part when it arrives next week.
As all of our customers know, we support and back every plane we sell. This situation is no different. We told this customer we would send him the part as soon as it was available and we will. Normally we have spare parts for every plane we sell but this was one rare exception where a part broke and that part did not exist as a spare part.

I've been a loyal Motion RC customer for the last couple of years and I have to say that they have far exceeded my expectation in every sense of the word.

From shopping on their online website, ordering, quick shipping, customer service (through email and phone), prompt status updates, and everything in between. Not to mention being Veteran owned (I'm retired Air Force) is definitely a plus.

I have purchased items from Motion RC for the last 3 years. They are ALWAYS helpful if you need it. They give very fast service, and correct any problem FAST. Always a pleasure dealing with them, AND, the prices are more than fair.
Highly recommended.