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Gyro Hobbies . E-flite . Next D

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Off Topics > How do you rate Helicopter world’s Customer Service?
 
 
blazen
Senior Heliman
Location: California

Quote 
This is not indicitive of the kind of service that is being posted on above.



Lift I was waiting for you

I new if I posted a link in the century form you would come runing to the defense of century / Helicopter World..


I have been buying parts and helicopter from century/ Heli-world for over 10 years.
In fact almost every helicopter related purchase I have made in the last 10 years was from century !!! They are always happy to take my money but never to earn it!! In the last 10 years I have experienced some of the worst customer treatment I think possible.
And I spend a lot of money in there store in the last 12 months alone I have Bought and assembled two Fury Extremes, this includes OS 90s, 2 601 Gyro with 9251 servo combos, ,2 GV1s and full Flight packs. And 2 Falcon SEv2 with OS 50, 601 Gyro with 9251 servo combos, GV1, Flight Pack, Painted Fiberglass Canopies for all. In the last 6 I have Bought a Raven, with motor and GV1, and 2 hawk sports with a radio,401 GYRO 9253 SERVO, GV1 and a motor, for 1 hawk. Not to mention all the little stuff that goes along with them

Now you mean to tell me that Helicopter World will bend over backwards and Kiss. The A#@ of a newcomer who buys one hawk sport. But someone who spends more then most people make in a year in there store gets treated like crap… All this over a muffler they agreed was defective. Personally its not even worth my time other then I hate to get ripped off especially by a company I made a lot of money for !!!! the muffler was there latest crap,I could give you a list of crude they have put me through that would make your head spin
05-16-2003 10:25 PM
 
 
blazen
Senior Heliman
Location: California

Padding the Votes

I really doubt anyone believes the “Great Votes” Come on Century guys if you want to be taken seriously at least vote something more believable like Middle of the road. But great that’s a hard one to swallow.

I saw a poll at another well known Heli website.
That poll was comparing Heli-Worlds customer service to that of the rest of the Model Heli Vendors and that poll had Helicopter world rated between Dead last and Second to last !!!! all of a sudden its great ??

By the way Funny that since you posted your reply >> the "Great Vote" Jumped from 6 to 11 almost 100% increase
05-16-2003 10:39 PM
 
 
sharam
Elite Veteran
Location: Northern California

I buy a lot of accessories there. Richard is awesome, always helpful and knowledgeable.

Within the return date window, I have never had any trouble getting replacements.
05-16-2003 10:44 PM
 
 
blazen
Senior Heliman
Location: California

Quote 
Within the return date window, I have never had any trouble getting replacements.


Just to clarify, I called Heli-World within three days after I bought the muffler. Century has had the muffler in there possession for over a year and a half. They have had it so long they can’t even find it anymore…
05-16-2003 11:05 PM
 
 
Indrid
Key Veteran
Location: Hamburg, NY

blazen, i have ordered the following from heli-world:

Century tuned pipe 30 (incorrect header sent, issue fixed in 3 days)
OS61SX-H WC
6 OS8 plugs
6 Enya #3 plugs
Raven 30
Predator 60
Futaba 9CHP
Futaba 149dp w/crystal
about $500 worth of parts, at least, spread out over 15 or 20 separate orders
Rotortech blades


over the entire time i was with them not one order was out of stock. the only problem i had was the header for the 30 engine was the 50 sized one, i sent it back and they sent me a new one via next day air. also, i have received numerous verification emails if shipping costs are questionable, just to verify i want to go through with it. nancy chao sent me one about my predator and its 2nd day air charges. most of my orders are here within 3 days, using affordable priority mail. i have also had good luck with helihut and ricks, but i use heli world because they stock predator parts and ricks doesnt. *hint hint*
05-16-2003 11:43 PM
 
 
blazen
Senior Heliman
Location: California

Quote 
All the stuff I have received from Century has been of high quality


I never said anything about the quality of the parts

My problem is there Customer service after the sale.. Here is another example about 3 months ago I bought another Falcon SEV2.. As soon as I opened the box I noticed the Wind Screen was badly Deformed it had a crease in it like someone had stepped on it then popped it back out again. So I called them right up.. Just as I expected I was blamed for the defect so instead of arguing with someone who barely speaks English. I agreed to there terms of free shipping So I ordered a new wind screen.. Well century did it to me again when the wind screen arrived it was a wind screen for a hawk not a Falcon SEV2 so I called them up. I was told to ship it back to them and they would ship me a new one.. Here’s the great part they charged my Credit card for shipping both Wind Screens. So I was into it for $15.00 in shipping for a $9.95 wind screen. In other words there mistake cost me $24.95+ tax and that was just a few months ago, I have plenty of more examples !!!

I guess its really is my own fault I let it go on way to long. I should have divorced Helicopter world a long time ago. The problem is that $25 is no big deal it’s not even worth my time to argue over let alone get upset about. Heck I spend at least that if not more every day just on lunch…
05-17-2003 12:09 AM
 
 
dennis_cica
Senior Heliman
Location: San Jose, CA

Complaints

What can we do if you've had a bad expeiance?
I want to know. I invite anyone who's had a problem in the past to re-evaluate the service changes. I would like to hear from anyone who has an unresolved problem so that I can help resolve it.

Dennis Cica
408-942-9521
05-17-2003 12:49 AM
HOMEPAGE  
 
 
Kaos2
Senior Heliman
Location: Tennessee

Polls

I know, lets do a poll about the price of the Fury Extream! Is it: 1) Horribly High, 2) Scary, 3)Just plain bad, 4) I've seen worse (Bergen) 5)Ok, if helicopters is your ONLY hobby, or 6) I own one, I have to say great.

Century may have earned a poor reputation in the past, but it is obvious that they are working hard on changing their customer service. Does the phrase, "what have you done for me lately" have any meaning? They have treated me great lately. If you don't want to give them another chance, that's your choice. Either way, lets get over ancient history. That, or serve a little cheese with your whine
05-17-2003 01:22 AM
 
 
sbalder
Senior Heliman
Location: Westland, Michigan

 I've had good service and only a few screw ups from them over the last 4 years. Like Buzzin' Brian, my first Hawk 30SE came with a .46 motor mount and they promptly sent me out the correct one when I asked. I ordered a few promotion items off of their website and the price was incorrect, but again they promptly credited me. English is sometimes a problem, but the folks there are almost always helpful. I order a lot online, and so I rarely have to deal with anyone anymore face to face.

For top service and price I rely on Heliproz, but of course they don't carry Hawk parts!

-Steven
05-17-2003 01:46 AM
HOMEPAGE  
 
 
lewma
Senior Heliman
Location: San Diego, CA

great service

I have posted elsewhere on this site regarding my recent experience with Century. I wanted to upgrade my tail drive from the wire to the carbon torque tube. Initially they recommended, and I bought the wrong part. So I emailed them and explained the situation. Peter Chao called me at work to explain the part that I really needed and he arranged to send the correct part to me free of charge. I also got to keep the old part at no cost. 4 days later, the correct part arrived in the mail.

If I have any questions, they always answer emails promptly. Overall good customer service. I am not a long time customer with Century, and perhaps they did have a bad attitude in the past. I have not seen this personally, and I hope that they realize the power of websites and message boards like RunRyder. Bad customer service experiences are instantly available to the whole helicoper community with the tap of a few keys on the computer.

mark.
05-17-2003 01:46 AM
HOMEPAGE  
 
 
blazen
Senior Heliman
Location: California

Quote 
I would like to hear from anyone who has an unresolved problem so that I can help resolve it.



Well it is True !! The Pen is mightier then the sword

What a wonderful thing the Internet can be !! It can work for you just as quickly as it can work against you !!
05-17-2003 02:07 AM
 
 
lewma
Senior Heliman
Location: San Diego, CA

In contrast, my worst ever customer service experience is with Home Depot. Eight months of unreturned phone calls, excuses and lies, just to get an interior patio door installed at my house!

I know, getting off subject here a little

mark.
05-17-2003 02:55 AM
HOMEPAGE  
 
 
blazen
Senior Heliman
Location: California

Quote 
What can we do if you've had a bad expeiance?


Rick You just stole my fire
05-17-2003 05:21 AM
 
 
Rick_H
Key Veteran
Location: Boulder City, Nevada

Dennis Cica

The best thing you could do to help everyone and to help Helicopter World is to hire a Customer Service Trainer and Train the staff then Fire the ones that don't understand what Customer Service is

.
05-17-2003 05:49 AM
 
 
blazen
Senior Heliman
Location: California

Quote 
Either way, lets get over ancient history. That, or serve a little cheese with your whine


It might be ancient news But that does not change the fact that it was never rectified.. I should not have to lift a finger to call them. They have all the records. And they should have known what to do. Up till now I have put all the effort into resolving this. Somehow I feel like I am being made out to be the bad Guy here

Its really simple Helicopter world issued me an RMA to return a product for replacement Helicopter world never replaced the product, returned the item or refunded the purchase price the last time I talk to them they acted like they new nothing about it and hung up on me. Now after $40.00 in phone calls “I’m done” at this point I consider it nothing more then theft If I have to go through all the effort of digging out my original notes receipts and phone bills its going to be to produce supporting documents for a Legal Action. Its not going to be to ask them for my Money again they had there chance.. I know its only 99.95 But to me it’s a lot more in time effort and frustration in dealing with people that did not care.. Now it’s my turn not to care Sure I might only get my 99.95 + court fees back but the bad publicity and subsequent effect on there reputation would be worth all the effort.

I guess it all boils down to culture, ethics and your respect for towards your customers. If it was my Business I would bend over backwards to keep my customers happy The old saying is Still true today “The Customer is always right” I’m not complaining Over a $100.00 it’s the principle..

Over 800 Modelers have now viewed this post.. As far as I see that a lot of damage to ones reputation!! How good of a business man can you be if you allow a $100.00 muffler to cause this much of a problem..
05-17-2003 08:39 AM
 
 
Kaos2
Senior Heliman
Location: Tennessee

Here you go Blazen, STILL writing in a forum.

Have you called Dennis Cica? What did he say? How is the issue TODAY??? Century gave you & everyone else who passes through this forum a name & a number to someone who claims to care. Do they really care? CALL IT! Then tell us what happened.
05-17-2003 01:33 PM
 
 
hlrd
Heliman
Location: New Harmony, Indiana

Century Products/Junk

I'm still waiting for the Ninja Promaster Turbine to come out.
05-17-2003 05:09 PM
 
 
Indrid
Key Veteran
Location: Hamburg, NY

hlrd, you have around 20 posts on here and i believe 15 of them are requests for century turbine ninja promasters. i will put in a request just for you, and make sure you get your very own version as soon as possible. dont want to see someone go waiting for something.
05-17-2003 10:13 PM
 
 
turbocivic4
Senior Heliman
Location: Hawaii Maui

heh

1st time i order =great
2nd time i order= no email notin
05-18-2003 12:13 AM
 
 
MG
Key Veteran
Location: California

I must say that Century / Heliworld has made major improvements when it comes to customer service. I had a few items shipped to me that was missing parts and Dennis made sure that the right part got to me quickly.
05-18-2003 01:05 AM
 
 
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Off Topics > How do you rate Helicopter world’s Customer Service?
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