Hobbywing "Warranty"

[bicketybam]

Everyone should be aware of the email I just received. I had requested an RMA to have them inspect the 6 week old Max10 SCT I purchased. Here is what they said. I'll give you the short version first though. I have two options:

1. Pay them $42 for a replacement
2. Send them the ESC for a teardown inspection. If they find there is a defect in manufacturing, they will issue a replacement. If they deem it was damaged due to anything else other than a manufacturing defect, I will be charged $70.

Here you go:

Hello,
Thank you for contacting HOBBYWING regarding the service on your HOBBYWING product. My intention is to serve you as effective as possible.

In the case of an ESC failure, lots of different factors can lead to its damage. Unfortunately, the ESC is very much the heart of any RC vehicle/craft and has the most complex operation. That being said, it's also tied into everything else in the vehicle. This is brought only to ensure you do not encounter this same issue again. Check everything closely as it's just as likely "something caused this failure" as it is your "ESC was bad".

Warranty coverage is not standard or automatic, as items considered for warranty are inspected and tested to ensure nothing simple is being overlooked. HOBBYWING warranty covers all failures that result from material or workmanship defects. It does not cover damage caused by installation, wear & tear, misuse, abuse including 'crash', intentional or otherwise.

We understand that many builders do not have the available time for this level of service, so we offer some simple solutions for your consideration.

Option 1 Flat Rate Exchange. This is the simple and fast route. You'll be provided a brand new replacement unit that can be sent out to you ASAP and includes the extended 30 days warranty.

• The flat rate replacement fee for your case is $42. (A regular price $84.99 )
• A return shipping address will be assigned to you accordingly.
• As soon as we confirm a tracking number, the new replacement will be arranged by our automated shipping fulfillment system.

Option 2 A full-scale-Inspection.
The product will send to HOBBYWING North America facility for testing and service exchange. You will receive a Case #, as well as the return address to send your product in for testing and inspection.

• All standard RMA Warranty topics are required to meet if they have not been met at this point.
  
  
• Upon full-scale inspection, If the product is determined damaged due to a manufacture defective parts and labor, RMA department will issue a brand new replacement at no cost immediately.
  
  
• If it is determined damaged, and not considered a manufacturing defect or flaw in Design. Under these conditions, the product does not meet the manufacturer warranty terms and conditions. A flat rate repair/replacement fee (including labor) of the product is $70

• Shipping costs are not part of the product warranty.
  
  
• Returns may take 5-10 business days once received before final inspections are completed and return processing can happen.

Thank you for your understanding. If you have any questions or concerns regarding these options, please do not hesitate to ask. We are glad to assist in any way we can.

Sam

HOBBYWING
Innovation Powered by Passion

 

[Krathead]

Wow

 

[WoodiE]

Seems like option 2 is the no brainer option. So long as you didn't bust it you've got nothing to lose.

 

[Kylerc]

Looks like badly translated Chinese to me...

 

[bicketybam]

Seems like option 2 is the no brainer option. So long as you didn't bust it you've got nothing to lose.

Woodie - I have run maybe 5 packs through the ESC. While it works, it cogs badly when geared with anything over the BRCC stock 15t pinion. For all I know this ESC is just not cable of running any taller gearing. The way I read their email, it may cost me $70 to find that out. I am at their mercy. They can claim anything they want - how could I prove them wrong? It's a horrible option and I am sure they know this.

 

[BashingBrian]

Its like the lesser of two evils... you pay $42 or $70 to get a replacement for a product that has lasted you a couple of weeks..!! ?

I think HW America, like you say have got you at their mercy.. You have no way of knowing what they will do test wise and you can't prove a thing..!!

In your situation I don't think I'd buy another HW product..???

 

[Notorious J]

So if you return it to them under option 2, and they say that it operates normally to their standards, you're on the hook for $70 plus shipping both ways. If they find it to be defective, you still pay shipping. If you keep your existing unit, you can only operate it at a level that doesn't meet the requirement you had originally purchased it for. My call on this, take option 1, they pay shipping both ways (if I understood it correctly), then sell the new one and cut your losses. The unit isn't living up to your standards, so why pay $70 plus shipping to end up with the same thing? What's it gonna be @bicketybam?

 

[olds97_lss]

Yeah, I have to say, if I saw his video of how his reacts, I'd have gone another route. Just isn't worth the headache to me. I would have just gotten a sidewinder 8th and a random 3660 3200kv motor and called it a day. Would have cost the same...

Sidewinder 8th - $103
Hobbystar 3660 3200kv - $35
$150 depending on tax or shipping perhaps.

Vs the $149.98 I spent on the max10 sct/3200kv combo and program box on amazon.

Now that I write it out... kind of annoyed at myself. lol!

Oh well... if the esc doesn't work out, I got a MM2 I paid $72 for coming in the mail and my old MMv1 (savage flux) that I coated with conformal.

 

[bicketybam]

So if you return it to them under option 2, and they say that it operates normally to their standards, you're on the hook for $70 plus shipping both ways. If they find it to be defective, you still pay shipping. If you keep your existing unit, you can only operate it at a level that doesn't meet the requirement you had originally purchased it for. My call on this, take option 1, they pay shipping both ways (if I understood it correctly), then sell the new one and cut your losses. The unit isn't living up to your standards, so why pay $70 plus shipping to end up with the same thing? What's it gonna be @bicketybam?

I paid $85 for the ESC. Now tack on another $42. I now have a brand new $127 Max10 SCT. You can get one for $68 on eBay with Free shipping. So if I match that price I will clear roughly $58. And there the chance it won't sell for that price. It's just not worth it. I am going to plead my case with them and in the end if they don't relent I will learn a lesson the hard way. And what sucks even more is I have another one that does the exact same thing.

 

[Jerry-rigged]

Regarding option 2, See also, the RCjuice thread, and talk of getting mailed a box of rocks as a warranty claim for a dead motor. HWs option 2 prevents this.

https://www.arrmaforum.com/threads/hey-guys-rcjuice-here.11171/

 

[stuartd]

Is there any support from the retailer, instead of going to the manufacturer?

 

[Notorious J]

I paid $85 for the ESC. Now tack on another $42. I now have a brand new $127 Max10 SCT. You can get one for $68 on eBay with Free shipping. So if I match that price I will clear roughly $58. And there the chance it won't sell for that price. It's just not worth it. I am going to plead my case with them and in the end if they don't relent I will learn a lesson the hard way. And what sucks even more is I have another one that does the exact same thing.

I knew my answer wasn't the greatest, but they have you by the balls. Wish I had an answer that would make you happy, but I'm not sure they offered that option. Go for broke I guess. If you get stuck with them, just put them both in the two smallest and lightest trucks you have, and keep them geared where they perform at peak. Might be an opportunity for you to buy I couple of light weight rollers, and use them in there. I'm sure you have lots of motors lying around too. Time for a @bicketybam custom build!

 

[bicketybam]

Regarding option 2, See also, the RCjuice thread, and talk of getting mailed a box of rocks as a warranty claim for a dead motor. HWs option 2 prevents this.

https://www.arrmaforum.com/threads/hey-guys-rcjuice-here.11171/

I don't understand that. The policy should be you send it in, shipping on you. If they find it was damaged and not defective, you pay shipping to get it back. Simple as that. I don't understand how sending a box of rocks would benefit me in any situation. Me confused.

 

[bicketybam]

Is there any support from the retailer, instead of going to the manufacturer?

The way I see it is it's a manufacturers warranty. Even if I sent it to Amain, they would probably have to go through the same process with HW as me.

 

[bicketybam]

I knew my answer wasn't the greatest, but they have you by the balls. Wish I had an answer that would make you happy, but I'm not sure they offered that option. Go for broke I guess. If you get stuck with them, just put them both in the two smallest and lightest trucks you have, and keep them geared where they perform at peak. Might be an opportunity for you to buy I couple of light weight rollers, and use them in there. I'm sure you have lots of motors lying around too. Time for a @bicketybam custom build!

Well one is going into my Senton because I rarely drive it. What to do about the granite though is an issue.

 

[bicketybam]

UPDATE:

They have agreed to inspect it at no cost to me:



Hi Edmund,

"Sam - here is my question. What happens if you do a teardown and determine there is nothing wrong at all - no defects of any kind? I am to be charged $70?? I await your reply".

Thank you for taking the time to explain your perspective in detail sir. We greatly appreciate that, and we hear you loud and clear. We will do our best to simply explain.

Here at Hobbywing, we do everything to ensure that our products work as they should. We feel extremely strongly about our own design and manufacturing processes. Situations of damage like this, do not appear to be defects. We also appreciate and understand that you're using ESCs in that same vehicle and the problem has not come back. It would make sense to everyone that the original ESC's "just went bad" for no reason. We can appreciate that perspective and point of view. That does not change the facts of the matter. The ESC's generally do not fail in this fashion and are more related to damage. We could see folks pointing out the "Got damaged too easily" by normal use, but that is also simply not the case. Overall you are 100% correct sir. We would like to grant your request and move forward. We're sure you've read through our email warnings and as you've stated your vehicle works fine now.
Unfortunately, the RC hobby world is nothing like a big box or major retail. There are far too many install related issues that can lead to very simple over-sights.

Again sir, thank you for taking the time to clearly explain your point of view, as well as the passion you have for this wonderful world of RC.

We are more than happy to inspect the damaged ESC at no cost. And of course, we will be issuing a brand new ESC immediately if there are any chance and possibilities that the damage was caused by manufacture defective parts and workmanship. To be clear, we stand behind our products and we will do everything right for you.

 

[PowerDubs]

“While it works, it cogs badly when geared with anything over the BRCC stock 15t pinion”

Please don’t take my response personally as I do not know you or the manufacturer.

Given your above response you say that it works, but does not work above the 15th tooth. What is the stock gearing of the vehicle, and the optional speed gear that it comes with if any?

Also what battery were you running it with, and what is the min/max battery the manufacturer says to run with?

 

[Primarrma]

Otherwise if there is a local hobby store that specialises in electric systems they may be able to give you an opinion on the cogging? All the best with the warranty I hope it works out for you mate.

 

[bicketybam]

“While it works, it cogs badly when geared with anything over the BRCC stock 15t pinion”

Please don’t take my response personally as I do not know you or the manufacturer.

Given your above response you say that it works, but does not work above the 15th tooth. What is the stock gearing of the vehicle, and the optional speed gear that it comes with if any?

Also what battery were you running it with, and what is the min/max battery the manufacturer says to run with?

Stock is 15. Does not come with an optional pinion. People run the stock BLX 100 ESC with an 18t pinion (see RC Dude81) without issue. You would assume the Max10 SCT could do the same. Battery is a Turnigy Graphene, 65C discharge rate. 3s. ESC is rated to 4s.

 

[PowerDubs]

They have agreed to inspect it at no cost to me

Ed – you have to understand, why would you expect them to inspect it for free if there was nothing wrong with it?

if you bought it, and it failed and it is inspected by them and yes it was a part failure then I have 110% agree with you that they should replace it at no cost to you whatsoever.

That being said if you send it to them and they inspect it and there is nothing wrong with it, then they should not incur any cost whatsoever for their time.

They are paying an employee of a business to take their time and knowledge to look at it.

If it was user error, which just means you either did not understand or did something wrong then they should not have to do any time or leg work for free.

I really feel way way too many people in the modern world do not understand how business or money works.

That is why you hear these commercials for get out of credit card debt, mortgage debt, or free college!

That is not how it works.

Again this is nothing personal against you as I do not know you or the situation.

But if you send it to them and it is nothing failed then they should not incur the cost.

And yes, if it actually is defective then you should not incur any cost and it should all be on them as well.