Guys,
I am on the edge a bit at the moment with Arrma and especially how their support is being handled so I wanted to check what other peoples experience is on this:
You can see what trucks I have and I wanted to add a Typhon 6S to the list but recent experience is holding me back a bit.
I bought my Kraton 8S through a LHS and contacted Horizon Hobby back in November about the shock grinding off to check if this may be a warranty case and unlike others I received a reply that this was “normal” use and that warranty would not be applicable (on the Kraton 8S issues thread).
Now my ESC plays up and did completely shutdown, no longer takes steering or throttle input, initialisation sounds different, lights are dim etc to me it looks like the ESC may be faulty.
Opened a case via their portal, explained everything I have tried so far and asking them again if this would be covered under warranty.
Now I got a reply from them that they don't have any traces that I bought a Kraton 8S from them (obviously I did supply proof of purchase when opening the ticket which clearly showed this was purchased from a LHS).
So I responded back referring to proof of purchase and the warranty definition supplied with the truck which says 2 years bla bla rae rae, contact horizon hobby ...
Next I receive a message (agent 2) that I need to contact my LHS - though the warranty explicitly says:
WARRANTY SERVICES
Questions, Assistance, and Services
Your local hobby store and/or place of purchase cannot provide warranty support or service. Once assembly, setup or use of the Product has been started, you must contact your local distributor or Horizon directly. This will enable Horizon to better answer your questions and service you in the event that you may need any assistance. For questions or assistance, please visit our website at www. horizonhobby.com, submit a Product Support Inquiry, or call the toll free telephone number referenced in the Warranty and Service Contact Information section to speak with a Product Support representative.
So before I spend any more money on them and reaching out to them again I wanted to probe what other peoples experience is with them as it seems that most people are experiencing support they expect with them going over and beyond which is not what I am experiencing at the moment and not even what the warranty terms state as far as who to contact - at least in my case.
The often referred to solution try another support guy has obviously already happened.
So could you guys let me know your experience with HHs support outside the US, where you purchased you trucks and who you dealt with direct/through LHS?
I also intend to contact Arrma directly in the UK to seek clarification on their terms and conditions with regards the warranty and procedures but prior wanted get visibility if its just me having the issue with dealing with HH support or if others have similar experiences.
I am on the edge a bit at the moment with Arrma and especially how their support is being handled so I wanted to check what other peoples experience is on this:
You can see what trucks I have and I wanted to add a Typhon 6S to the list but recent experience is holding me back a bit.
I bought my Kraton 8S through a LHS and contacted Horizon Hobby back in November about the shock grinding off to check if this may be a warranty case and unlike others I received a reply that this was “normal” use and that warranty would not be applicable (on the Kraton 8S issues thread).
Now my ESC plays up and did completely shutdown, no longer takes steering or throttle input, initialisation sounds different, lights are dim etc to me it looks like the ESC may be faulty.
Opened a case via their portal, explained everything I have tried so far and asking them again if this would be covered under warranty.
Now I got a reply from them that they don't have any traces that I bought a Kraton 8S from them (obviously I did supply proof of purchase when opening the ticket which clearly showed this was purchased from a LHS).
So I responded back referring to proof of purchase and the warranty definition supplied with the truck which says 2 years bla bla rae rae, contact horizon hobby ...
Next I receive a message (agent 2) that I need to contact my LHS - though the warranty explicitly says:
WARRANTY SERVICES
Questions, Assistance, and Services
Your local hobby store and/or place of purchase cannot provide warranty support or service. Once assembly, setup or use of the Product has been started, you must contact your local distributor or Horizon directly. This will enable Horizon to better answer your questions and service you in the event that you may need any assistance. For questions or assistance, please visit our website at www. horizonhobby.com, submit a Product Support Inquiry, or call the toll free telephone number referenced in the Warranty and Service Contact Information section to speak with a Product Support representative.
So before I spend any more money on them and reaching out to them again I wanted to probe what other peoples experience is with them as it seems that most people are experiencing support they expect with them going over and beyond which is not what I am experiencing at the moment and not even what the warranty terms state as far as who to contact - at least in my case.
The often referred to solution try another support guy has obviously already happened.
So could you guys let me know your experience with HHs support outside the US, where you purchased you trucks and who you dealt with direct/through LHS?
I also intend to contact Arrma directly in the UK to seek clarification on their terms and conditions with regards the warranty and procedures but prior wanted get visibility if its just me having the issue with dealing with HH support or if others have similar experiences.
