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Thunder Tiger Raptors 30-90 - Imperio > Customer Service Rating
 
 
Philip
Heliman
Location: Houston, Texas

I just wonder anyone have any positive or negative experience dealing with ACEHobby customer service.
05-01-2002 Over year old.
 
 
Waldo
Veteran
Location: Middle of the corn patch (Iowa)

Yes on a couple of occasions, both times things were taken care of in a week and I was very happy with how I was treated. Keep in mind that was before they moved to California.

[b]Bill[/b]
05-01-2002 Over year old.
 
 
Philip
Heliman
Location: Houston, Texas

I am the unfortune one. I bought a Raptor 6.0 ARF version with TT70 engine from GR8 about 4 months ago. I am still unable to get it up to the air.

First instance, no screw for the tail bloom support and dent on the bloom. Took them more than 3 weeks to send me a new bloom and screws. Last week, try to put the Blade on and discovered the Rotor bolt screws are different size and shape and email customer service. I am still waiting for them to reply.

I am wonder myself why I paid extra for the ARF version.



Shuttle Challenge
Raptor 6.0
JR10x
05-01-2002 Over year old.
 
 
Waldo
Veteran
Location: Middle of the corn patch (Iowa)

I don't care what company it is, never buy an ARF!

[b]Bill[/b]
05-01-2002 Over year old.
 
 
slant911
Veteran
Location: Las Vegas, NV. Hirobo, Magnum Fuels, MAH

Good and Bad

I've had Ace products for about 3 years and up until the move out west the customer service was awesome. In the past few months you can never get a hold of anyone and they are really slow to get things done. I am hoping that once they settle in they will get back to the good service...
05-01-2002 Over year old.
HOMEPAGE  
 
 
jbrundt
Veteran
Location: St. Charles, MO

Contacting ACE after their move has been a bit of a problem. My R60 sheared it's Jesus bolt and it took a few attempts to get ahold of them. Greg sawyer was the only one I was told that could handle my problem. The trouble with that is he seems to be quite a busy guy and is always at trade shows, fly-ins, events, etc. So getting him to talk to may take some time.

Richard, the admin, on their web site and forum board will respond to your problem if you post it there but he may most often tell you that it's been reffered on to Greg. They still have they same old line that move was tough, the phone system is in need of fixing, they're in disarray, be patient....yada yada yada.

I will say they did take care of me. It took over a month but I did get replacement parts FOC and without hassle. Will this time frame of service get better? The jury is out on that at this time. So far I am looking at how ACE is handling things with a jaded eye. All I have heard is the promise of things getting better but I've not seen any actual results. I've heard rumors that parts availability from vendors that buy from ACE is very poor. My LHS say's anything they order from ACE is on backorder. Doesn't matter if it's heli stuff, car stuff or planes. I see customers there get very discouraged when they hear that and they often opt for a competitors product rather than put up with the wait.

food for thought......

Jeff
05-01-2002 Over year old.
HOMEPAGE  
 
 
Philip
Heliman
Location: Houston, Texas

Thank all you guy to express your opinion. Today, finally I talk to both Doug and Greg. One thing I found out that their server will automatically delete any email with any attachment without informing the sender because of virus problem based on what they told me. I hope i heard it wrong. It is a big surprise for me. It seems to me it is a bad decision and don't make business sense.

Greg promised to send me a new rotor grip screw and hope Doug send it out quick.

As you know, the average age for heli guy is around 30 to 50 years and much more mature and financial indepent. I probably go ahead to buy another 30 size heli for crazy 3d but I am not sure what type to buy next. I think I need to evaluate all factors such as price, quality, part availability and customer support etc.

Shuttle Challenge
Raptor 60
JR10X
JR 5000t Gyro
05-02-2002 Over year old.
 
 
Waldo
Veteran
Location: Middle of the corn patch (Iowa)

Deleting all email with attachments is a very good business practice it can potentially save millions in down time and repair. I’m really not worried about Ace’s service yet but if they are still having all these problems by the middle of summer I may have to reconsider my choice in helicopters.

[b]Bill[/b]
05-02-2002 Over year old.
 
 
jbrundt
Veteran
Location: St. Charles, MO

I stopped in the LHS last night. They have officially dropped anything that ACE sells from their inventory. (helis, planes and cars)They refuse to carry another ACE product. One of their primary bitches was that places like Rick's, Heliproz, Gr8 Lakes and others get parts before the LHS does (this holds true for car parts as well as heli parts). ACE seems to be catering to the mail order houses rather than the LHS. The LHS is already fed up with mail order and this was the last straw for them. They will not even special order anything from ACE. The manager told me he wrote them a scathing letter. I sort of shrugged my shoulders and said it probably wouldn't do any good.

They now carry JR helis exclusively. Since JR is distributed by Horizon and Horizon is the LHS' major supplier for other things RC it only made sense. Not much of an impact to me since I never bought replacement parts from the LHS anyway (he charges full retail with no chance for a discount). But it still shows how ACE is choosing to do business.

And yes.....ACE does not accept email with photos attached. I had to post my pics I wanted them to see on a web page. Not a big deal but still a hassle.


Jeff
05-02-2002 Over year old.
HOMEPAGE  
 
 
Philip
Heliman
Location: Houston, Texas

Delete email with attachment sure can avoid virus attack. It is a business decision for ACE. But delete customer email without informing the sender. I think just a bad practice.
05-02-2002 Over year old.
 
 
Philip
Heliman
Location: Houston, Texas

Another week, still have not receive the rotor bolt screw....
Just don't know when. I am glad I am living in America. Free enterprise give me better choice next time.

05-08-2002 Over year old.
 
 
Smooth3D
Heliman
Location: San Francisco Bay Area

Its a shame that ACE Managment is not taking note or action to address this.

Has anyone tried finding out who is the top manager / sales country manager. I am sure Thunder Tiger wouldn't want to upset the folks in the America's because a few customer support people are over worked, or perhaps don't feel like work. I won't even try to explain why they moved their facilities to California where the cost of doing business is the highest!

TT brough us a wonderful product, and changed the paradime for RC Model Helicopters. The Raptor product has been good for us.

Do we want to go back to the days of over priced, under performing machines. I think instead of spending our mental energy being disappointed with the degraded level of service. We should all, collectively take action to change the situation. Purly for selfish reasons to continue the pleasures of RC Heli modles.

Think about it, the release of the Raptor 30 forced all the other Mfg. to get off their duff. This has been good for the consumer, US. I think its to our advantage to take action that will result in things we want. Going to another Mfg. expensive kits with more expensive parts is not the best course of action. IMHO .. :0)
05-08-2002 Over year old.
 
 
Waldo
Veteran
Location: Middle of the corn patch (Iowa)

All of the problems with Ace seem to have started after ThunderTiger bought them. I read on the Ace site that the move was planned very well right up until their Landlord in Mo. said sign up for another 5 year lease or get out this month. This is why they had to move into a temporary office and warehouse in Ca. and then move again when their new office and warehouse were finished. On the bright side it looks like they are working on some changes for the Raptors should be interesting.

[b]Bill[/b]
05-08-2002 Over year old.
 
 
the Wasp
rrProfessor
Location: Vt

It took 5 months to get my replacement Raptor from Ace,,, and Greg Sawyer also told me (quote) ""you should not use the wooden main blades that come with the Raptor for forward flight, you should be using carbon blades "",,,, what's up with that ?!?!,,, they did replace my Raptor, but I did not like the way I was treated !!!

Anyone want to buy a brand-new Raptor 30 still in the box ??,,, plus I have $200 in new parts for $160,,, $400 for everything and I'll pay the shipping !!

the Wasp
05-09-2002 Over year old.
 
 
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Thunder Tiger Raptors 30-90 - Imperio > Customer Service Rating
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