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Off Topics > How do you rate Helicopter world’s Customer Service?

blazen
Senior Heliman
Location: California

On a Scale of 1 to 10 How do you rate Helicopter Worlds Customer service

I'll start out by giving them a 1>> I only give them that much because they can have good prices.

In the last 10 years I have bought almost every Helicopter Radio and engine I own from helicopter world so I speak from experience. They have never treated me like a valued customer. I can give example after example of how they have miss-treated myself and others. You would think that after spending an exuberant amount of money in there store over the last 10 years you would at least rate a greeting with a smile and how are you. But with them it’s always as though you are annoying them. So I stopped going in all together

The last issue was the straw that broke the camels back. The story goes like this; I had purchased a Century Muffler for an OS 60 powered X-cell. As is not uncommon with Century products it failed on the first flight. I big bubble formed opposite to the mufflers intake. So I immediately called Heli-world they gave me an RMA and off it went. well that was over a year and a half ago. THAT’S RIGHT a year and a half. I have heard all the excuses from them. At first they agreed that it was defective and where sending out a new one, then they where out of stock and told me if I wanted to pay for the difference between it and a hatori they would sent a hatori instead. The Helicopter the muffler was for is long gone yet a year and a half later Heli-World is still sitting on my muffler and my $99.95 + tax I have spent nearly $40.00 in long distance phone calls on this stupid muffler issue. Now when I call they are playing dumb and are refusing to do anything about. In reality what helicopter world did was stealing

Helicopter world has NEVER solved a product related problem for me. When ever I had a problem and If that problem was within 30 days of the sale I always went to them first and rightly so. Only in one instance did they replace a defective product ( A Falcon Main Mast that was never drilled) other then that I always end up going to the manufacture. The manufacture would always then tell me I need to work through my dealer but after I explained the problem and mention Heli-World they understood and always resolved the issue. Unfortunately if the manufacture was Century I usually got hosed

And its to bad too because when I heard that the Predator 90 was available I wanted one very bad !!! talk about anticipation I almost can’t wait for the turbine version. But I think I need to cut my losses and quite buying century products altogether as they have never treated me right. Anyhow sorry for the long post but every time I thing about that Muffler and Heli-World a Get mad...

I just curious how many others have had similar experiences ???

05-16-2003 12:59 PM

SteveH
rrProfessor
Location: Texas

Not Quite As Bad

Blazen,

My experiences have not been quite as bad as yours, however I too feel like I've never been treated as a valued customer.

I've been dealing with them for over three years and there have been several issues regarding parts and orders. On some of the orders when they shipped the incorrect part, which in my opinion happened too many times, they were quick to remedy the situation.

One two different orders which the chain of events prohibits the lengthy discription here, I ended up getting hosed.

However, what's a guy to do when he likes and prefers their products?

SteveH

05-16-2003 01:58 PM

Jeff H
Key Veteran
Location: Cincinnati, OH

Quote
However, what's a guy to do when he likes and prefers their products?

Buy them from Rick's

And just a note to the Century defenders out there (and I know you're ready to pounce)- if I read this thread right, this is not about the quality of Century products, but just about how bad their customer service is.

05-16-2003 02:13 PM

z11355
rrMaster
Location: 10000 is enough time wasted.

I'd rather slide down a bannister of
razor blades into a vat of salt before
I'd deal w/ those clowns (or HHI) again.

05-16-2003 02:22 PM

HOMEPAGE

blazen
Senior Heliman
Location: California

Quote
if I read this thread right, this is not about the quality of Century products, but just about how bad their customer service is.

Your Absolutely Correct.... For the most part Century products are a good value. I have owned a lot of Century products.

Currently I have 3 falcon se V2s With century pre painted Fiberglass canopies and OS 50s and 2 Ravens. I even bought My son 2 of the Hawk Sports to learn on (He is 9 >Watch out Guys he catches on quick) all bought from Heli-World I have even owned a few Ninjas.

And I would probably buy a Few P-max 90s But I really have to ask myself when am I going to learn my lesson. At this point even though I like the P-Max I think I would rather give my Business and money to a company that respects me as a customer and is willing to go that extra Mile instead of a company like Heli-world that has the take the money and run attitude

This is about Customer service not Product Quality

05-16-2003 02:28 PM

scottc
Key Veteran
Location: shakopee minnesota..USA

here is my story.
for a short while i had the hawk 4,only place i could get parts fast was to oder from -H-W,so ordered a few as i had crashed the heli,few weeks later needed some more parts called the 1-800 number no one would answer so i call the toll number wam someone pics up right away,order what i need ,hour later find i need a few more parts call them back same thing,call toll number someones there.order and ask if they can put all the parts on one order so there is not double shipping,NOT both packages show up 5 days later THE same day double the shipping cost,,sold the heli,i would buy there merchandice but not from them,and one of my local hobby stores wont even buy from them because there cutomer service is so bad,,,but then ACE has been bad as well.

05-16-2003 02:32 PM

blazen
Senior Heliman
Location: California

Quote
I'd rather slide down a bannister of razor blades

Another Satisfied Customer

05-16-2003 02:33 PM

jimmyhua
Veteran
Location: Guam

I just curious how many others have had similar experiences ???

I haven't had a single bad experience with them

(knock on wood). But, alas, I've only been buying heli parts from heli-world for the last one year.

I think it truly sucks that you managed to spend $40 dollars in long distance calls to have this go unresolved, and yet you live right next to these guys.

Have you tried other options? Like PM'ing oldfart or dennis_cica??

Maybe you should go straight to the bossman and explain to him how much you have single handedly promoted his heli products, only to get nickled and dimed, and treated with disrespect..

I wish I could help you, as you have helped me in the past with your informative posts. All I can do is, be part of your statistic

(better than most)

Jimmy

05-16-2003 02:56 PM

blazen
Senior Heliman
Location: California

Great Ratings ???

Who is giving these Great Ratings ??? I sure would love to put names with those votes. In fact I would love to hear some examples of there Great Customer Service or is this just fiction and I need to change Great to “I’m a Friend I have to vote Great “

05-16-2003 03:20 PM

helidude
Senior Heliman
Location: Sunny California

Quote
if I read this thread right, this is not about the quality of Century products, but just about how bad their customer service is.

This thread is as much about quality of products as customer service.

Back in '92ish I bought a few sets of HeliWorld glass blades for one of my Shuttles. I used to love those little guys..

After a days flying a buddy said, hey dude you have cracks all over your blades!

What??

I proceeded to return the old and new blades the following Saturday. The owner Peter Chow had the nerve to tell me,"These blades arent designed for your flying style"!

After picking my chin off the ground a heated discussion started.

I have never bought a Century made product since.

I laugh my head off after talking to users like S/H who try to convince me that helis like the Century Falcon/Raven are the best thing going.

I guess some people will buy anything.

05-16-2003 03:27 PM

crash1953
Veteran
Location: Washington State

Well here is my experience with heli world .. I have had really good luck with them ..They have been helpful to me on several occasions ..By the way I havent been converted to the dark side either ...The last time I had to call them was a month ago and I was looking for a mixing arm set for my caliber 30 .. I called everyone and they all told me forget it but they were willing to put me on their backorder list ,it will be a week or so.. Well heliworld said the same thing but they did say It might be a day or a month on it .. I said ok put me on your list ..That was the same as I said to all the shops ,from heli proz to tower hobbies ,to all the local hobbie shops within a hundred miles of me .. Guess who came through ?? Yep, it was heli world and they had me one in less than a week ....The other places?/ still havent came across with it .. I paid for them in advance to .. Heli world will get my buisnesss as long as they do me right and I feel that they have done right by me several times now ... Never a problem...Keep up the good work heli world!!!

05-16-2003 03:36 PM

white chocolate
Key Veteran
Location: Baltimore, Md.

I listed great...

I voted for great. Now keep in mind Ive only been buying for a year. But everytime I call to ask questions or tell them I have a problem they had no problem helping. I would call to find a part and then tell them I wanted to order it but I would order online so shipping would be free they would tell me dont worry bout it and take my order and waive the shipping. Now there has been one or two calls were this one guy answers and I do get the feeling that he is annoyed but just once or twice. Im sure for all the people that have had bad experiences you have been buying many more years than me. So Im sure pretty soon they will blind side me as well. Just hasnt happened yet. Sorry to hear bout that muffler too.

05-16-2003 03:41 PM

HOMEPAGE

corey11
Elite Veteran
Location: Bay Area, California

ive had some good and bad.....the one thing i dont like is when you show up to the store, and ask if they have....lets say a metal fan for a heli...they wont go, o let me check. they just give you a dictionary of all the helis parts numbers and you need to find it. It cant be to hard to just look for the fan, while the person is looking at the stock numbers.

Other than that, they treat me ok in the store. But at the feild, its another story. Theres already someone i dont like that works there cause he was whining about something to me

05-16-2003 03:46 PM

HOMEPAGE

blazen
Senior Heliman
Location: California

I forgot to mention>>>> the best Excuse that Helicopter-World gave me about the muffler was that they had credited my credit card for the purchase price. I knew there was no way they could have because I had canceled that card after a fraudulent charge showed up. Of course this was a year later and I asked them for some sort of proof. I also called my credit card company. According to them there was never any sort of credit from Helicopter world on that card prior to being canceled… So when I called back to confront them about it they said that they never told me they credited my Credit Card then they put me on hold for 30 minutes until some just hung up on me.

Normally I would never be this harsh about a problem with a store or a vendor and probably would never have made any public reference to this situation but I feel I bent over backwards to be nice about the entire situation And they did nothing but be rude and in the end just plainly steal from me…

05-16-2003 05:16 PM

FlyinBrian
Veteran
Location: Illinois

I'd rather slide down a bannister of
razor blades into a vat of salt before
I'd deal w/ those clowns (or HHI) again

ROFLMAO, you made my day with that one

Crunch all you want, they will make more. Please use rr's pm feature to contact me.

05-16-2003 06:03 PM

SteveH
rrProfessor
Location: Texas

Quote
I laugh my head off after talking to users like S/H who try to convince me that helis like the Century Falcon/Raven are the best thing going.

Again, I have been misquoted. The Century products are great helicopters, for their price. If you compare Century's $159 or $399 helicopter to any other manufacturers simularly priced helicopter, you will probably agree.

If you compare ANYONES $399 helicopter to any other manufacture's $1000 helicopter or even $500 helicopter, that's not really a comparison. You wouldn't compare a Ford to a BMW, would you?

The Century helicopters, like other lesser priced helicopter manufacturers fill a market need and not everyone can afford or is willing to pay $1000 for a helicopter kit.

SteveH

05-16-2003 06:09 PM

Buzzin Brian
Elite Veteran
Location: College Station, Texas

Well mine goes like this. I ordered a heli setup (my first) that included the works. Everything from the heli to the field gear. Spent over $1500 in one shot. When I got the heli it had the wrong motor mount, as well as not having ANY of the "free" items I was suposed to get with the order of certain items. It was for a 46 instead of the 30 I ordered. When I called and asked them to send me the right one as well as my "free" items, they gave me a ration of crap. They told me I would have to send it back to them and wait for the new one. I respectfully declined to have it handled that way. I requested THEY pick up the shipping on both, and to send me the right part and my "free" stuff. The refused to do that. So I asked for an RMA on the whole lot of stuff, and I would gladly take my business elsewhere. Then they agreed to take care of the situation to my satisfaction. Not to good in my book if you ask me. Needless to say, I don't fly Century anymore.

But perhaps they have improved. But from the looks of this thread, I doubt it. I think that the $99 muffler crap would have been easier to reslove to the CUSTOMERS satisfaction cheaper, that a load of bad pub. How many new guys are reading this thread, that are now thinking "I will deal with someone else. I don't need that type of headache." That can cost a LOT more that a cheezy muffler. But that may be just my way of looking at it.

It takes years to build a loyal customer. It only takes one problem to loose that customer for life. Words that companies should live by.

Build it, fly it, crash it. Repeat as often as needed.

05-16-2003 06:24 PM

blazen
Senior Heliman
Location: California

Quote
would have been easier to reslove to the CUSTOMERS satisfaction cheaper, that a load of bad pub.

Hi Brian:

Keep in mine I waited a year and a half before going public with my bad experience. I gave them every chance in the world and they just screwed me anyways.

There is no way Helicopter world can claim I did not give them an opportunity to correct this problem !!!

05-16-2003 07:11 PM

extremeflying
Veteran
Location: Thailand

been pretty good to me! got my stuff on time and as i wanted !

Oh..shiiieeettt !!!

05-16-2003 07:14 PM

Lift
Elite Veteran
Location: Houston, TX

I voted good.

I have been flying Century stuff since the beginning of last year and have never had a bad experience. Many of the newer customers don't know who this "evil" Heliworld is because they have worked hard at getting better. I commend them for that. There are some other heli manufacturer's and distributors that I can't say that for.....

Here are a few examples of what they have tried to do with their customers lately:

http://runryder.com/helicopter/t46676p1/

http://runryder.com/helicopter/t43557p1/

http://runryder.com/helicopter/t44023p1/

This is not indicitive of the kind of service that is being posted on above. I'm not saying that bad doesn't come from them. What I am saying and WILL stick to is that if you are a customer of theirs on a regular basis you will have to agree that since the fall of 2001 they have made some major efforts in pleasing their customers the best they can.

05-16-2003 09:23 PM

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