Best way to contact Horizon?

[Dutch]

What the fastest way to to get in touch with Horizon. I have a new Typhon 3s and after running 2 1/2 packs the spur gear ate it self and I believe the motor bearing are shot as well, after looking around I saw others were having the same problem.

 

[gotnitro]

Phone

 

[RCBro80]

Last time I contacted them was March 10 (before the WHO declared a pandemic) but I didn't hear back until Mar 19 (I think between those dates, they were starting to scale back on support staff). Phone should be much quicker if you are able to get through.

 

[Clubin]

In my experience. Good luck!

 

[Mud Creek RC]

I had a good experience contacting them by phone -quick response and resolved my issue -best of luck!

 

[Hammer Down]

By phone work best for me, it usually takes 1-1.5 hrs to get thru to someone tho...

 

[jondilly1974]

Is this really worth the time to call them for a $5 part tho? Not hating on ya, but my time is more valuable than that. ??‍✌?

 

[Dutch]

Is this really worth the time to call them for a $5 part tho? Not hating on ya, but my time is more valuable than that. ??‍✌?

That's just the spur, the motor bearing(s) is also gone, I can wiggle the pinion back and forth and it makes a bad clicking sound.

 

[Streeter69]

With what is going on, I would write a nice email, include some pictures and a brief synopsis of what happened.
I am working from home dealing with the same situations, at least I have been more lenient. In this time customer service is #1 and will be remembered!

 

[Dutch]

With what is going on, I would write a nice email, include some pictures and a brief synopsis of what happened.
I am working from home dealing with the same situations, at least I have been more lenient. In this time customer service is #1 and will be remembered!

I did just that, I was on hold for over an hour and gave up. I chatted with rep and the sent an email

 

[Wmorgan]

I've had good luck by phone. Provided they still offer the call back option these days. My calls were pre Covid19 BS and they'd always call back within an hour.

 

[Armarookie43]

Definitely by phone. It takes a while for them to respond but they do and they are very helpful once they do. Great customer service and support.

 

[arrmadillo]

Phone and leave call back number.

 

[Dutch]

Okay I got an email from them a few days later, they asked me to send them pictures of the receipt for the truck and the spur gear, I told them I would offer video of the motor if requested. Got and email from them the next day saying a new spur and motor were on the way. Got the spur, the motor is out of stock so I'll have to wait a while on it. ? ? ? ? ?

 

[Streeter69]

I am glad it worked out!

 

[Rainger40]

I could never find a phone number for them? I emailed them and had the warranty parts being processed in a few days time.