Warranty Issues with Products.

[starcop]

Hello Customers & Friends, I wanted to just reach out to my friends and others in our wonderful hobby. We recently had to adhere too a new Manufacture Warranty policy change. I myself, wanted to say to you. I will do my best at anytime to make sure your experience with Motion RC is a great one. I know; I won't always be able to please everyone. I will- do my best making sure our customers are being attended too. This is one of the most important thing we do here at Motion RC, is customer service. The owners & managers counsel Us or train Us, to be on a level far better than any other company, in the RC Industry. My promise to you is, I will perform my duty to try and resolve your issue quickly. I will always be honest and forward the information correctly to our manufacture. Then, I will ask to get the results you want to hear! I just want you to know. I am trying very hard to help with your warranty; I'm a pilot as-well! A customer too, who loves to fly RC aircraft. I'm in the same situation- when a product shows up with a defective part. I want to know, I'm being taken care of adequately. So, with ending this; I want (you) to know. I care!  

Thank you for reading and your faith.
Matt M. Customer Service Person @ Motion RC

[Konrad]

RE: Warranty Issues with Products.

Hello Customers & Friends, I wanted to just reach out to my friends and others in our wonderful hobby. We recently had to adhere too a new Manufacture Warranty policy change. I myself, wanted to say to you. I will do my best at anytime to make sure your experience with Motion RC is a great one. I know; I won't always be able to please everyone. I will- do my best making sure our customers are being attended too. This is one of the most important thing we do here at Motion RC, is customer service. The owners & managers counsel Us or train Us, to be on a level far better than any other company, in the RC Industry. My promise to you is, I will perform my duty to try and resolve your issue quickly. I will always be honest and forward the information correctly to our manufacture. Then, I will ask to get the results you want to hear! I just want you to know. I am trying very hard to help with your warranty; I'm a pilot as-well! A customer too, who loves to fly RC aircraft. I'm in the same situation- when a product shows up with a defective part. I want to know, I'm being taken care of adequately. So, with ending this; I want (you) to know. I care!  

Thank you for reading and your faith.
Matt M. Customer Service Person @ Motion RC

"We recently had to adhere too a new Manufacture Warranty policy change."

What are these changes and who are the manufactures effected by this change?

All the best,
Konrad

[starcop]

RE: Warranty Issues with Products.

Hello Konrad, The Manufactures have all agreed to keep things relative the same. Issues like small dents, dings and what they are understanding to be rub marks. Most of the time, we don't see anything wrong in their product. The warranty changes are now listed on the website. I'll post a link here you can take a look. Also, we will always do our best to solve customers situations! The new Warranty isn't written in stone; it's more like a guide. http://www.motionrc.com/warranty-policy/

Sincerely, Matt

[Konrad]

RE: Warranty Issues with Products.

This policy would seem to benefit the lesser brands. I'm thinking Dynam in particular, based on a number of Dynam models I purchased a little over a year ago. Unlike FreeWing, FMS, ROC, Dynam does NOT use styrofoam inserts to protect the product. The Dynam models have been packaged in low density thin card board with inadequate or no support structure in the large area boxes. Every Dynam model I've purchased has had shipping damage. This was such an issue that MotionRC actually had a warning about slight damage of the parts. It was justified by the large discount Dynam sells for compared to the FW and FMS model.

It was this honest assessment of Dynam models by MotionRC that gave me the confidence to buy Dynam kits. They are a great value but they are not great kits. Much of the issues are do to improper packaging.

It looks to me that this policy puts OEMs that take the time to properly package their models are at a price disadvantage. Part of the added cost of the FW and FMS models is the proper packaging materials used. If Dynam is no longer forced by you (MotionRC) to cover shipping damages from improperly packaged models. It looks like FW and FMS have spend time and money to place themselves at a financial disadvantage to provide us with nice models at our door.

What I'm getting at is that vendors to offer a lesser product should suffer the consequences More shipping damage should result in more returns (warranty claims).

Am I in error, has Dynam improved their packaging in the last year?

Now I do agree that a light spot of paint or a control horn that is not fully seated should not be the grounds for a warranty claim. But fuselage sides that are misshapen by 8mm as a result of shipping should be, even if the parts can be easily hand formed back to shape. And the OEM not MotionRC should bear the cost of suppling replacement parts of kits.

BTW; I love the scratch and dent sales.

All the best,
Konrad

[Alpha]

RE: Warranty Issues with Products.

Our warranty policies exist for many varied reasons. In tandem with our mission to provide the best product and service to our customer family is the fact that we are in constant contact with all our manufacturing partners to continually improve their products. From packaging integrity to component durability to parts availability, enacting improvements is a continuous process.

[Konrad]

RE: Warranty Issues with Products.

Our warranty policies exist for many varied reasons. In tandem with our mission to provide the best product and service to our customer family is the fact that we are in constant contact with all our manufacturing partners to continually improve their products. From packaging integrity to component durability to parts availability, enacting improvements is a continuous process.

I agree you (MotioRC) have some of the best service.

Knowing that you are involved in closing the loop with the OEMs (this is critical for the continuous improvement of the product), is why I asked if Dynam has improved their packaging. As you recall the packaging of their models a year or 2 back was atrocious, enough so that MotionRC felt they had to put a disclaimer on each sale page of the Dynam product.

So I ask, point blank, has the packaging of Dynam improved from what we saw 2 years ago?

All the best,
Konrad.

[Tom]

RE: Warranty Issues with Products.

Hi Konrad,

Dynam is still pretty new to Motion RC. We started carrying a small selection of the Dynam product portfolio in very late June of 2014. We've continued to add more of the products during the last year and just recently added about 5 more (Albatros, etc). We are working with Dynam to continually improve products as we do with all manufacturers we work with. In concert with Motion RC, Dynam decided they would dedicate all their time to product and packaging improvements as opposed to new models. This is why you have not seen anything new from Dynam lately. There are a lot more improvements needed. Some of the packaging has been updated. When we see a lot of damage issues with a model due to poor packaging, we immediately ask for a packaging change. In some cases this means a nice foam insert to cradle the fuse and wing and in other cases it simply meant a larger box with more padding. When we get back to making new models with Dynam, you will see further improvement. For now Dynam and Motion RC are concentrating on existing product improvement. The big offenders have been updated because continual shipping damage is not acceptable to us or our customers.

Also, I want to mention and word about warranty and the process of it. Frankly, they are always a work in progress with an eye toward providing the best customer service possible. In fact, we worked with Horizon to improve the warranty and process for Spektrum radios which may have a defect out of the box. While Spektrum radio defects are few and far between, the process was not streamlined and was making customers angry. As of today the process and warranty has been vastly improved in order to provide the best service possible. Everyone here at Motion RC is an "RC guy". We want Motion RC to be the shop we always wanted but could not find.

[Konrad]

RE: Warranty Issues with Products.

Hi Konrad,

Dynam is still pretty new to Motion RC. We started carrying a small selection of the Dynam product portfolio in very late June of 2014. We've continued to add more of the products during the last year and just recently added about 5 more (Albatros, etc). We are working with Dynam to continually improve products as we do with all manufacturers we work with. In concert with Motion RC, Dynam decided they would dedicate all their time to product and packaging improvements as opposed to new models. This is why you have not seen anything new from Dynam lately. There are a lot more improvements needed. Some of the packaging has been updated. When we see a lot of damage issues with a model due to poor packaging, we immediately ask for a packaging change. In some cases this means a nice foam insert to cradle the fuse and wing and in other cases it simply meant a larger box with more padding. When we get back to making new models with Dynam, you will see further improvement. For now Dynam and Motion RC are concentrating on existing product improvement.  The big offenders have been updated because continual shipping damage is not acceptable to us or our customers.

Also, I want to mention and word about warranty and the process of it. Frankly, they are always a work in progress with an eye toward providing the best customer service possible. In fact, we worked with Horizon to improve the warranty and process for Spektrum radios which may have a defect out of the box. While Spektrum radio defects are few and far between, the process was not streamlined and was making customers angry. As of today the process and warranty has been vastly improved in order to provide the best service possible.  Everyone here at Motion RC is an "RC guy". We want Motion RC to be the shop we always wanted but could not find.

Wow, I must have bought one of the first or second shipment of Dynam's Meteor from you. I can tell you the model was pretty much squashed. Nothing that a modeler really couldn't massage back into shape with some hot water and some effort. But if the kit was purchased without the disclaimer I'd have been pissed. 
http://rctruth.com/index.php?topic=2364.0

How old is MotionRC? I have to say that prior to finding you guys and your products I was fully in the ANTI Foam ARF/RTF camp! Now I see that 80% of my flyable model come from you. This is because of the fine products you sell and the great after sales support (parts and upgrades)!

I too agree that Horizon Hobbies has been very good about warranty issues. Much better than say Hobbico/Great Planes! I too have had more than a few issues with Spektrum. This was way back in the early days of 2.4 gHz. I assumed it was part of the evolution of the band (technology as it applied to our toys). And yes Horizon stood by the product no question asked.

Since Dynam has been spending resources  improving the "whole package", would you let us know which models have been updated so we the end user can benefit for this effort?

All the best,
Konrad

[farmflyer]

RE: Warranty Issues with Products.

If got several Dynams all from MRC. Nearly all the issues I've had are quality control not packing issues. Gaps in seams or bad parts mostly the seams are an easy fix and the parts Motion has taken care with no problems. All have been purchased in the last three years maybe I have been lucky. For the price compared to other brands a little extra work is worth it.

[doctormike]

RE: Warranty Issues with Products.

Taking an ok plane like Dynams, and turning it into a super plane is what I actually enjoy most about this hobby. Dynam planes can be a challenge! Doc

[rc-eflyer]

RE: Warranty Issues with Products.

Taking an ok plane like Dynams, and turning it into a super plane is what I actually enjoy most about this hobby. Dynam planes can be a challenge! Doc

Sorta like making lemonade from lemons :angel:

Steve

[Grossman56]

RE: Warranty Issues with Products.

Well guys, I have to chime in on this.  If every company handled its customer complaints/problems as well as Motion R/C does, we, as consumers, would be a lot happier bunch.
We all know there are people out there who will try to scam something out of a company and they'll bitch if they can't, then there are those with legitimate problems who fall through the cracks and those are the ones that I feel for.  If you are one of those, pick up the phone or e mail until....  the boys and girls at Motion R/C will hear you, it just might take more than one or two efforts. 
If packaging is an issue with Dynam and you get a damaged plane, let them know.  Give them the ammo to go back to the company with.  Personally, I've had some issues that I had to push and was more than satisfied with the outcome.
Looking back at everything I have purchased for this hobby, there isn't a plane, radio, battery, battery charger or meter that I haven't bought from Motion R/C.

Keep up the great work guys, love your company!!

Grossman56  

[Konrad]

RE: Warranty Issues with Products.

I always do give the importer ammo!

I also post in my reviews of the products any significant issue I've had with the products. I have to give MotionRC a big hand in that they have published all my reviews of their products unedited. That is the less than flattering observations are allowed to stay. Now as a hobbyist I try to offer work arounds to issues I find with the products. I find that it is often much easier to fix simple issues rather than undue a lot of work, repackage the product and send it back.
http://www.motionrc.com/rochobby-beechcraft-staggerwing-red-1030mm-40-5-wingspan-pnp/?revpage=2#reviews
http://www.hobbysquawk.com/thread-923.html?

Now I have to admit I get a perverse smile on my face when I read guys blaming the product for their lack of flying skills.

The issue is rarely MotionRC rather the OEM's and their level of commitment to QC and QA. Like I said this policy seems to benefit those who place less value on these QC/QA issues.

All the best,
Konrad