Rpm RC Products

Initial Business Response / [redacted] (1000, 7, 2016/04/27) */ ***Document Attached [redacted] This customer called on after receiving a negative reply to his warranty requestThe customer was rude, foul-mouthed and belligerent to our secretary and only after receiving multiple requests to reign in his language or else the call would be terminated, did he calm down enough to converse reasonably with herHis request for warranty replacement was denied because it was our determination that he bent the product in question after installing and running the A-arms on his vehicleOur secretary does not recall talking to this person prior to and cannot recall ever telling anyone that we would replace a bent product since bent parts are never covered under RPM warranty provisionsThe RPM warranty policy on our website clearly states that bent product due to use is not covered His claim that the product was bent directly from our factory is and impossibleWe manufacture our entire product line in-house and all of our products are under constant supervision during manufacturing by highly trained personnelRPM a-arms for the vehicle he purchased are run from a single cavity mold, meaning the mold only makes one lower A-arm, not twoThis one A-arm can be mounted on either side of the vehicle, but when mounted on opposite sides, the bottom of one side becomes the top of the other sideHis arms were bent equally in OPPOSITE directions, which is indicative of the parts being installed, run, then subsequently bent while on the vehicleAgain, it is both statistically and literally impossible for one of our HPI BaA-arms to be molded "bent", yet have the same customer receive not only one bent part, but to have two bent, in an even more unprecedented possibility, in EXACTLY OPPOSITE DIRECTIONS He also claims "as soon I noticed they were bent, I removed the arms off the vehicle and contacted RPM via email and call"We retain all of our e-mails and no e-mails were ever received from this customer nor were there any responses ever sent since no e-mail was ever received Please see the attached photo of the actual customer's a-armsThe areas circled in red show clear evidence that not only were they used, but also that they were run for some time before they were removed from the vehicleThis is evident by the amount of wear in the far right of the image and in the nicks and dings in the other areas of the photo Once his call was turned over to a manager, our manager did everything he could to discuss this issue with him reasonably and intelligentlyThe customer was adamant that he was not at fault and that the parts were received bentIt was attempted to describe how that was not possible but his constant interruptions made it next to impossible to clearly describe why the arms could not have come from the factory bent in equal, opposite directions Our manager, who is also our chief product engineer, also attempted to give him a reasonable and intelligent option to fix his bent arms on his own (via boiling them), which he once again adamantly refused to considerBoiling nylon products is proven to work and in so doing, actually helps stress-relieve molded components, making them stronger, not weaker as he claimed on the phoneBy boiling the parts, he can easily straighten his otherwise completely usable partsThis was the compromise we suggested and he inflexibly refused The customer stated the only form of recourse he was willing to accept was replacement of his partsHe didn't want to hear any other possible optionsThat is an unreasonable request and one we could not abide due to the factual evidence that was provided to us via his product sent in for warranty review, our knowledge of our products, product design, mold design and intended product usage We requested $to return his A-arms to him since they were not covered under the provisions of our warranty programThe $simply covers our costs to return his product to him via the local postal serviceThis topic is also covered under our warranty policy clearly stated on our websiteThe A-arms are still in completely usable condition if he would simply follow our advice as the manufacturer of the arms For reference, the details of our warranty policy can be found here - http://www.rpmrcproducts.com/faq/rpm-warranty-policy/ Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes I was angry, anyone would be if they were told the part would be replaced by one of their employees, the secretary that answer the phone told me to ship the item in after I told her over the phone what my issue was, was I rude , yes a little but only after I asked to speak to a so called manager who they didnt even want to let me speak to, no one in their right mind wants a company to tell you in order to fix a part you paid dollars for to put it in boiling water and apply weight on it to fix it, anyone knows, (HEAT AND PLASTIC DON'T MIX WELL) I will never buy another rpm part, I will also post my incident all over social mediaIf I was given the correct information I would have never sent the part in for warranty, and on top of that the secretary told me I should have broken the part, I would have gotten it back quicker after weeks had gone by and I didnt hear anything backThat's real good customer service and to end this I contacted the company I received the part from, I sent them a few pictures of what happend, they asked no questions and replaced the part free of charge, NORE DID THEY ASK ME TO PAY FOR SHIPPING to receive my item backThat's what you call customer serviceMabey RPM should take notesloyal customers like myself shouldn't be treated this way, I know loosing one customer won't effect business but word only mouth is far worse Thanks Final Consumer Response / [redacted] (4200, 17, 2016/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not once did rpm try to work with me, all the kept saying was there is nothing we can do, don't think your fooling anyone, this was the worst experience I've ever had with any company to dateAnd heating up a part to make it work isn't a solution it's a bandageI'm done now, I've made my point Final Business Response / [redacted] (4000, 15, 2016/05/04) */ We gave the customer the opportunity to work with us in a way that would have made his parts completely usableWe're sorry to hear he was unhappy with our options but again, damage such as what was seen here and as a direct result of the customer's use is not covered under the terms of the RPM warranty program

Initial Business Response /* (1000, 7, 2016/04/27) */
[redacted]Document Attached[redacted]
This customer called on 04.26.16 after receiving a negative reply to his warranty request. The customer was rude, foul-mouthed and belligerent to our secretary and only after receiving multiple requests to reign in his...

language or else the call would be terminated, did he calm down enough to converse reasonably with her. His request for warranty replacement was denied because it was our determination that he bent the product in question after installing and running the A-arms on his vehicle. Our secretary does not recall talking to this person prior to 04.26.16 and cannot recall ever telling anyone that we would replace a bent product since bent parts are never covered under RPM warranty provisions. The RPM warranty policy on our website clearly states that bent product due to use is not covered.
His claim that the product was bent directly from our factory is false and impossible. We manufacture our entire product line in-house and all of our products are under constant supervision during manufacturing by highly trained personnel. RPM a-arms for the vehicle he purchased are run from a single cavity mold, meaning the mold only makes one lower A-arm, not two. This one A-arm can be mounted on either side of the vehicle, but when mounted on opposite sides, the bottom of one side becomes the top of the other side. His arms were bent equally in OPPOSITE directions, which is indicative of the parts being installed, run, then subsequently bent while on the vehicle. Again, it is both statistically and literally impossible for one of our HPI Baja A-arms to be molded "bent", yet have the same customer receive not only one bent part, but to have two bent, in an even more unprecedented possibility, in EXACTLY OPPOSITE DIRECTIONS.
He also claims "as soon I noticed they were bent, I removed the arms off the vehicle and contacted RPM via email and call". We retain all of our e-mails and no e-mails were ever received from this customer nor were there any responses ever sent since no e-mail was ever received.
Please see the attached photo of the actual customer's a-arms. The areas circled in red show clear evidence that not only were they used, but also that they were run for some time before they were removed from the vehicle. This is evident by the amount of wear in the far right of the image and in the nicks and dings in the other areas of the photo.
Once his call was turned over to a manager, our manager did everything he could to discuss this issue with him reasonably and intelligently. The customer was adamant that he was not at fault and that the parts were received bent. It was attempted to describe how that was not possible but his constant interruptions made it next to impossible to clearly describe why the arms could not have come from the factory bent in equal, opposite directions.
Our manager, who is also our chief product engineer, also attempted to give him a reasonable and intelligent option to fix his bent arms on his own (via boiling them), which he once again adamantly refused to consider. Boiling nylon products is proven to work and in so doing, actually helps stress-relieve molded components, making them stronger, not weaker as he claimed on the phone. By boiling the parts, he can easily straighten his otherwise completely usable parts. This was the compromise we suggested and he inflexibly refused.
The customer stated the only form of recourse he was willing to accept was replacement of his parts. He didn't want to hear any other possible options. That is an unreasonable request and one we could not abide due to the factual evidence that was provided to us via his product sent in for warranty review, our knowledge of our products, product design, mold design and intended product usage.
We requested $4 to return his A-arms to him since they were not covered under the provisions of our warranty program. The $4 simply covers our costs to return his product to him via the local postal service. This topic is also covered under our warranty policy clearly stated on our website. The A-arms are still in completely usable condition if he would simply follow our advice as the manufacturer of the arms.
For reference, the details of our warranty policy can be found here - http://www.rpmrcproducts.com/faq/rpm-warranty-policy/
Initial Consumer Rebuttal /* (3000, 9, 2016/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I was angry, anyone would be if they were told the part would be replaced by one of their employees, the secretary that answer the phone told me to ship the item in after I told her over the phone what my issue was, was I rude , yes a little but only after I asked to speak to a so called manager who they didnt even want to let me speak to, no one in their right mind wants a company to tell you in order to fix a part you paid 50.00 dollars for to put it in boiling water and apply weight on it to fix it, anyone knows, (HEAT AND PLASTIC DON'T MIX WELL) I will never buy another rpm part, I will also post my incident all over social media. If I was given the correct information I would have never sent the part in for warranty, and on top of that the secretary told me I should have broken the part, I would have gotten it back quicker after 2 weeks had gone by and I didnt hear anything back. That's real good customer service and to end this I contacted the company I received the part from, I sent them a few pictures of what happend, they asked no questions and replaced the part free of charge, NORE DID THEY ASK ME TO PAY FOR SHIPPING to receive my item back. That's what you call customer service. Mabey RPM should take notes...... loyal customers like myself shouldn't be treated this way, I know loosing one customer won't effect business but word only mouth is far worse.
Thanks
Final Consumer Response /* (4200, 17, 2016/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not once did rpm try to work with me, all the kept saying was there is nothing we can do, don't think your fooling anyone, this was the worst experience I've ever had with any company to date. And heating up a part to make it work isn't a solution it's a bandage. I'm done now, I've made my point.
Final Business Response /* (4000, 15, 2016/05/04) */
We gave the customer the opportunity to work with us in a way that would have made his parts completely usable. We're sorry to hear he was unhappy with our options but again, damage such as what was seen here and as a direct result of the customer's use is not covered under the terms of the RPM warranty program.