RANT: Tower Hobbies [LONG]

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Mike Norton - 12 Jun 2004 00:20 GMT

I have a bone to pick with Tower Hobbies.

I have finished and flown a .40-sized electric conversion of a Tracer kit.
I will fly it on 6 of the Kokam 3-cell 1500 mAH packs arranged to provide a
6S3P pack. Tower had a good price, so I ordered 19 packs, enough for 3
battery assemblies plus a spare. I had decided not to have a custom pack
made or to assemble it myself. I know there are problems with balance in
such an arrangement, and think I can handle them. (Whether I can or not
will be determined in good time.) I had ordered something a couple of years
ago, but couldn't remember anything about numbers and passwords, so I
ordered the items as a new customer. I received the following order
confirmation:

============================================================================
======================

----- Original Message -----
From: "Tower Hobbies" <orders@towerhobbies.com>
To: <mybusinessemailaddress>
Sent: Monday, May 31, 2004 12:37 PM
Subject: Thank you for placing your order with Tower Hobbies!

> Tower Hobbies Order Confirmation
> --------------------------------------------------------------------------
> MICHAEL NORTON , Thank you for your order!
> We are now processing it.
> --------------------------------------------------------------------------
>
> Order Confirmation
> Thank you for placing your first order with Tower Hobbies! You've made

the right first move and now it's our turn to pull out all the stops to
treat you like royalty! We want to show you that Tower Hobbies is absolutely
the finest in the business. We want you to know that you are absolutely the
most important part of Tower Hobbies today... tomorrow and forever!

> Your order information appears below. Please allow a minimum of two

business days for your order to ship (our shipping companies do not accept
shipments on Saturday or Sunday). The estimated date you should receive your
shipment is shown below within the product details. If you need to contact
us about your order, for quickest response, please use one of these
telephone numbers: 800-637-6050 or 217-398-3636. You may track the status of
your order by visiting the Customer Information Center found on the Tower
Hobbies web site at: http://www2.towerhobbies.com/cic.

> --------------------------------------------------------------------------

----

> Customer Number: NORTOM359
> Order Number: 152 946692
> Order Date: 05/31/2004 Customer Name: MICHAEL NORTON
> Shipping Address
> MICHAEL NORTON
> C/O UNITED CONTROLS
> 6767 OLD MADISON PIKE STE 265
> HUNTSVILLE, AL 35806 Telephone
> (256) 653-6632
> E-Mail Address
> mybusinessemailaddress
>
> --------------------------------------------------------------------------

----

> Note: all prices and costs are in U.S. dollars.
> Stock Number Product Description Stock Status/Quantity Extended

Price

> The following items will ship from Champaign, Illinois
> Estimated Arrival Date: Between 06/04/04 - 06/08/04
> LXFKA1 Kokam USA 3-Cell Lithium 1500mAh w/FMA Connector In

stock, shipping 9 $341.91

> LXFKA1 Kokam USA 3-Cell Lithium 1500mAh w/FMA Connector In

stock, shipping 9 $341.91

> LXFKA1 Kokam USA 3-Cell Lithium 1500mAh w/FMA Connector In

stock, shipping 1 $37.99

> PC7130 $30 Promotional Discount In stock, shipping 1 $30.00-
> TOWZ2001 Tower Hobbies AMA Lithium Battery Warning In stock,

shipping 19 $0.00

> Order Summary
>
> Billing Type: Visa In-Stock Subtotal:
> Standard Shipping:
> Total Current Charges: $ 691.81
> Waived
> $ 691.81
>
> --------------------------------------------------------------------------

----

> Once again, thank you for your order!
>
> --------------------------------------------------------------------------

----

> Tower Hobbies Contact Information
> World Wide Web
> Tower Hobbies Home Page: http://www.towerhobbies.com
> Customer Information Center/Manage Your Account:

http://www.towerhobbies.com/cic

> Telephone Fax Postal Address
> Toll-Free Orders: 800-637-4989
> Toll-Free Order Assistance: 800-637-6050
> Non-Toll-Free: 217-398-3636
> Toll-Free: 800-637-7303
> Non-Toll-Free: 217-356-6608
> Tower Hobbies
> 1608 Interstate Dr.
> Champaign, IL 61822-1067
>
> © 2004 , Tower Hobbies. All prices, pictures and descriptions are

subject to change. Tower Hobbies maintains no responsibility for inadvertent
errors.

============================================================================
==

Please note the shipping address and the customer number. The shipping
address is correct. I next get an email
wanting to verify credit info (which is quite understandable), so I called
them, and everything was cool.

============================================================================
==
---- Original Message -----
From: "Kim Johnson" <KJohnson@towerhobbies.com>
To: <mybusinessemailaddress>
Sent: Tuesday, June 01, 2004 11:30 AM
Subject: RE:NORTOM359

> Thank you for your recent credit card order with Tower Hobbies.
>
> We have a few questions about your order and we would like to hear from
> you.
>
> Please call our Customer Service Department at (800) 523-0187. We
> cannot process your order until we hear from you.
>
> We appreciate your time and your business.
>
> Kim Johnson
> -Tower Hobbies
> http://www.towerhobbies.com/

============================================================================
========================================================

Next, I get the following shipping notice. Although I didn't notice it at
the time, the
shipping address and customer number have changed.

============================================================================
========================================================

----- Original Message -----
From: "Tower Hobbies" <orders@towerhobbies.com>
To: <mybusinessemailaddress>
Sent: Thursday, June 03, 2004 5:15 AM
Subject: Your Tower Hobbies Order has shipped

> Tower Hobbies Shipment Notification
> --------------------------------------------------------------------------
> MICHAEL NORTON , Thank you for your order!
> It has been processed and shipped.
> --------------------------------------------------------------------------
>
> Shipment Notification
> Your Tower Hobbies Order (Order #152 946692 / Invoice #11004433) has

been processed and shipped by way of FED EX GROUND.

> --------------------------------------------------------------------------

----

> Customer Number: NORTOM358 Shipped Via: FedEx Ground
> Shipping Address:
> MICHAEL NORTON
> %UNITED CONTROLS CORP
> 555 SPARKMAN DR
> HUNTSVILLE, AL 35816 Date Shipped: 06/02/04
> Tracking Number(s)
> 022455923235374
> Click the tracking number(s) to check the shipment status.
>
> --------------------------------------------------------------------------

----

> Note: all prices and costs are in U.S. dollars.
> Stock Number Product Description Stock Status/Quantity Extended

Price

> The following items shipped from Champaign, Illinois
> PC7130 $30 Promotional Discount 1 -$30.00
> TOWZ2200 TOWER SPECIAL OFFERS-A 1 $.00
> LXFKA1 Kokam USA 3-Cell Lithium 1500mAh w/FMA Connector 9

$341.91

> LXFKA1 Kokam USA 3-Cell Lithium 1500mAh w/FMA Connector 9

$341.91

> LXFKA1 Kokam USA 3-Cell Lithium 1500mAh w/FMA Connector 1

$37.99

> TOWZ2001 Tower Hobbies AMA Lithium Battery Warning 19 $.00
> Special lines and comments
> SIR, WHEN CORRESPONDING OR
> PLACING A ORDER PLEASE USE
> YOUR CUSTOMER NUMBER. IT
> IS NORTOM358. THANK YOU.
> Order Summary In-Stock Subtotal:
> FED EX GROUND:
> Total Current Charges: $ 691.81
> Waived
> $ 691.81
>
> --------------------------------------------------------------------------

----

> Once again, thank you for your order!
>
> --------------------------------------------------------------------------

----

> Tower Hobbies Contact Information
> World Wide Web
> Tower Hobbies Home Page: http://www.towerhobbies.com
> Customer Information Center/Manage Your Account:

http://www2.towerhobbies.com/cic

> Telephone Fax
> Toll-Free Orders: 800-637-4989
> Toll-Free Order Assistance: 800-637-6050
> Non-Toll-Free: 217-398-3636
> Toll-Free: 800-637-7303
> Non-Toll-Free: 217-356-6608
>
> © 2004 , Tower Hobbies. All prices, pictures and descriptions are

subject to change. Tower
Hobbies maintains no responsibility for inadvertent errors.

============================================================================
===========================

When the order did not show up, I clicked on the tracking number. They
showed it as going to an incorrect
address. I then noticed the difference in the two addresses, and sent the
following email:

============================================================================
===========================

----- Original Message -----
From: "Mike Norton" <mybusinessemailaddress>
To: "Tower Hobbies" <orders@towerhobbies.com>
Sent: Thursday, June 10, 2004 6:35 AM
Subject: Re: Your Tower Hobbies Order has shipped

> Dear Sir Or Madam:
> You shipped my order to the wrong destination! If you ever get it back,
> ship it to the one I gave you. I am enclosing a copy of your order
> confirmation with the right address.
>
> First, you hassle me about my credit card (understandable), then you send

> to Timbuctu.
>
> ----- Original Message -----
> From: "Tower Hobbies" <orders@towerhobbies.com>
> To: <mybusinessemailaddress>
> Sent: Thursday, June 03, 2004 5:15 AM
> Subject: Your Tower Hobbies Order has shipped

<Snipped out the order confirmation - it is the one shown above>

============================================================================
===========================

They sent me this in reply:

============================================================================
===========================
Thank you for writing Tower Hobbies. This is the address that FEDEX
has. We have contacted them to verify this, and we have given them your
telephone number so that they can call you because they are having
problems locating your address. You can call them as well to give them
directions to the delivery address so that they can get the package to
you. We appreciate your time and your business with us.

-Tower Hobbies
http://www.towerhobbies.com/
abt

============================================================================
===========================

<RANT> Of course it is the one FedEx has - they put the wrong one on the
label @$#@%^$!!! </RANT>

I then called them on my nickel. I explained that they had an old address
in their computer. It didn't
work - they apparently called FedEx, gave them the old address which they
again delivered it to.

I called FedEx. I cannot direct them to ship to the correct address - only
the shipper can. However, now that they know the problem, I might get the
packs someday. I am sure my credit card has been charged.

-- Mike Norton

By the way - you can reply to this posting - the email address is valid, in
spite of the name. However, I plan to change it if the spam gets too bad.

Reply to this Message

Ted Campanelli - 12 Jun 2004 15:48 GMT

On 6/11/2004 7:20 PM Ted shuffled out of his cave and grunted these
great (and sometimes not so great) words of knowledge:

1. Notify your CC about the screw up.

2. Notify Tower that the CC payment will be delayed/disputed unless
THEY notify FEDEX of the correct address and THEY have it corrected
within 3 business days.

3. Follow through on what you say AND send a SNAIL MAIL letter (return
receipt) to the CEO/President of Tower Hobbies.

You should receive some action. Businesses do not like having charge
backs from CC companies and/or CC companies investigating their procedures.

Just my $0.02 worth.

> I have a bone to pick with Tower Hobbies.
>
[quoted text clipped - 294 lines]
> By the way - you can reply to this posting - the email address is valid, in
> spite of the name. However, I plan to change it if the spam gets too bad.

Reply to this Message

Model Forum / Radio Controlled / Air Models / June 2004

RANT: Tower Hobbies [LONG]