Kudos to Horizon (long)

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Howard - 27 Dec 2007 01:53 GMT

I know that not every time is an experience with a distributor or
manufacturer a pleasant occasion. Also, I realize that when it isn't a good
experience we often hear about it. But when service is exceptional I think
we should also hear about it. I'm sure I'll hear of the other side of this
from some of you and no, I don't work for Horizon. I'm just a satisfied
owner of many Horizon products.
My experience started with a purchase of a Saito 180 motor. A powerhouse of
a motor that ran like a good watch. I started to experience a problem about
8 months after purchase. The muffler would continually loosen up no matter
how tight I made it. I contacted Horizon Hobby and they said they have
heard of a few similar problems and offered to send me a new muffler at no
cost. Wow, I didn't even have to ask, they offered. My problem disappeared
and I continued to fly with that motor every weekend for another 18 months.
It started to loosen up again and would not stay tight. I eventually lost
the muffler in flight. Fortunately a fellow club member had a new muffler
from a Saito he put a pitts muffler on and made me an excellent deal. I
safety wired this new muffler to the engine mount so I wouldn't lose it.
Upon examination I could see the threads in the head were almost gone. The
motor vibration had rattled around the manifold to the point of destroying
the threads.
I had posted on this group about my problem and received many opinions on
how to help solve this problem. Some held for a week or two, some didn't.
I phoned Horizon, told them I no longer had a receipt and then explained my
situation and they suggested I send it in for them to look at. I was
prepared to spend some to fix it correctly.
I shipped it to Horizon on Dec 13th. Today, the 26th I phoned to find out
the status and was told they looked at it, fixed it and sent it back and was
due back to me today. The tech told me it was covered under warranty, no
charge. Terrific customer service and quick turnaround. Sure enough it
arrived today and I could see they replaced the cylinder at least, and may
have done more, but there was no explanation. I'll call tomorrow and find
out exactly.
I wish all distributors/manufacturers were as accomodating as those in the
RC hobby industry. I've had similar pleasant experiences with Hitec and
Tower. Great job, Horizon!

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Fubar of The HillPeople - 28 Dec 2007 01:02 GMT

Its good to hear something positive about diff companies from time to time.
All my experiences with Horizon have been positive incl when I purchased a
Funtana 40 which had a wing damaged in shipping. They not only sent me a
replacement wing but included a prepaid shipping label to send the broken
one back. Took less than a week.
Made me one happy camper!

Signature

Dan
AMA605992
KE6ERB
http://www.fubar1.net
"I've heard the screams of the vegetables..."
Take out the "trash" to reply

>I know that not every time is an experience with a distributor or
>manufacturer a pleasant occasion. Also, I realize that when it isn't a good
>experience we often hear about it. But when service is exceptional I think
>we should also hear about it.

Reply to this Message

Alex - 28 Dec 2007 03:51 GMT

On Dec 27, 5:02 pm, "Fubar of The HillPeople"
<fub...@trashsocal.rr.com> wrote:

> Its good to hear something positive about diff companies from time to time.
> All my experiences with Horizon have been positive incl when I purchased a
[quoted text clipped - 15 lines]
>
> - Show quoted text -

I have also had a positive experience with Horizon. I purchased a
Typhoon 2 from my local hobby store. The radio was crap and the
brushless motor burned out after a few flights. I sent both in for
them to evaluate and they sent me THE ENTIRE ARF. The radio was still
crap in the new one, but I put a Futaba reciever in and use my 8U
super.

I now have an entire spare ariplane (less motor and gear box) that
flys great. The radio is still crap though..... I get hits when I am
flying by myself and it has a very SLLLLLLLOOOOOWWWW response from
stick to control surface.

Overall, very positive customer service, but a flawed (did I mention
the radio is crappy?) product.

Alex.

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mjc13<REMOVETHIS> - 28 Dec 2007 05:16 GMT

> On Dec 27, 5:02 pm, "Fubar of The HillPeople"
> <fub...@trashsocal.rr.com> wrote:
[quoted text clipped - 35 lines]
>
> Alex.

I bought a Commander 2 that turned out to be too underpowered to
fly. They told me to send them the fuselage and that's just what I did.
They sent me back an entire new (if a bit dusty) Commander 2 kit. Wings,
transmitter, battery - the works. I lost the plane this Summer, but
because of the extra parts I only had to buy a new fuselage and tail,
which I plan on making into a new plane this Winter.

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Robert Myhara - 28 Dec 2007 22:01 GMT

Horizon Hobby service sucks.
Had a terrible time with their Funtana 90. A common problem was the Funtana
90 wing. Very poor quality workmanship caused their wings to disintegrate
in mid-air.
When I contacted them, about this problem, they told me to get lost.
Good customer service, I don't think so.
RM

>> On Dec 27, 5:02 pm, "Fubar of The HillPeople"
>> <fub...@trashsocal.rr.com> wrote:
[quoted text clipped - 50 lines]
> because of the extra parts I only had to buy a new fuselage and tail,
> which I plan on making into a new plane this Winter.

Reply to this Message

mjc13<REMOVETHIS> - 29 Dec 2007 09:44 GMT

> Horizon Hobby service sucks.
> Had a terrible time with their Funtana 90. A common problem was the Funtana
[quoted text clipped - 3 lines]
> Good customer service, I don't think so.
> RM

Really? Those were their exact words?

>>>On Dec 27, 5:02 pm, "Fubar of The HillPeople"
>>><fub...@trashsocal.rr.com> wrote:
[quoted text clipped - 50 lines]
>>because of the extra parts I only had to buy a new fuselage and tail,
>>which I plan on making into a new plane this Winter.

Reply to this Message

Robert Myhara - 30 Dec 2007 03:38 GMT

A brand new airplane, a real nice flyer, but I was warned that the wings
needed reinforcement, because they were too weak and had poor quality
control.
I didn't believe the rumours and flew it as it was. Well after a few
flights, the wing suddenly failed, literally blew apart.
I contacted Horizon, who didn't really want to hear about the failure.
Finally the guy I was talking to said, well sent it in then, I suspect just
to get rid of me.
Well I did, packaged it up real nice and sent it in, cost me 20 bucks
postage.
A couple of weeks later I got a call from the same guy saying, yah it
failed, what do you want us to do about it?
I told him that airplane wings shouldn't just fall apart and I want them to
replace it.
He said no. To add insult to injury he wanted to know if I wanted the bust
up failed wing back.
A smart a.s yet.
Horizon Hobby sucks.
RM

>> Horizon Hobby service sucks.
>> Had a terrible time with their Funtana 90. A common problem was the
[quoted text clipped - 62 lines]
>>> because of the extra parts I only had to buy a new fuselage and tail,
>>> which I plan on making into a new plane this Winter.

Reply to this Message

mjc13<REMOVETHIS> - 30 Dec 2007 09:31 GMT

> A brand new airplane, a real nice flyer, but I was warned that the wings
> needed reinforcement, because they were too weak and had poor quality
[quoted text clipped - 15 lines]
> Horizon Hobby sucks.
> RM

Apparently you either got a bad support person, or your winning
manner somehow put them off. ;-) In any event, they didn't tell you to
"get lost". They declined to replace the wing. That sucks, but it isn't
what you claimed.

>>>Horizon Hobby service sucks.
>>>Had a terrible time with their Funtana 90. A common problem was the
[quoted text clipped - 62 lines]
>>>>because of the extra parts I only had to buy a new fuselage and tail,
>>>>which I plan on making into a new plane this Winter.

Reply to this Message

MJKolodziej - 31 Dec 2007 16:57 GMT

> Apparently you either got a bad support person, or your winning manner
> somehow put them off. ;-)

mjc13. that is pure supposition so I'll respond the same way.
You read Robert Myhara's angst in this post and for some reason wanted to
counter it. ;-) How in the world would you know he got a bas support person?
It may well be that Horizon isn't ready to take the loss of those bad wings
until something happens that might cause them to actually lose money because
of it(bad press, like this or a law suit). Again, I'm making it up as I go
like you did. ;-) His manner, that you suppose he used, was understandable
if what he says is true(do you believe him?) It's not the manner that might
have gotten better results but I doubt kissing their a.s in this case would
have helped. Again, this is pure claim.

In any event, they didn't tell you to

> "get lost". They declined to replace the wing. That sucks, but it isn't
> what you claimed.

More than sucks.
When he said get lost I didn't take him literally. I got the message he was
trying to communicate. In effect they did say get lost. Can you imagine
being in his position? Looks like he went beyond reasonable to get help and
got screwed.
I do want to go on record to say I'm happy with Horizon(just in case my
Zenoah 20 needs support, I don't want the "bad person" to hve it in for me.
;-)
mk

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Model Forum / Radio Controlled / Air Models / December 2007

Kudos to Horizon (long)