HOLD TIME FOR HORIZON PRODUCT SUPPORT IS OVER ONE HOUR HOLD TIME ?? seriously

[radioflite]

Is this normal for HORIZON to have a hold time of over 1 hour ...and on a Monday?
This is exactly what I like about Motion RC... Fast , friendly service ..and orders just about
Call from the sky as soon as I finish my purchase .

[xviper]

You actually phone them? I send them an email and wait. They usually get back to me in 2 days. I'm never in that much of a hurry. As for Mondays, this is not uncommon. Stuff happens on the weekend. Ever seen your doctor's office on a Monday? Dentist - same thing. Vet - ditto. Then there's the car mechanic and tire shop. Ever had a flat tire on your bike? The bike shop is like a zoo on Monday. I think Motion has spoiled us.

[F106DeltaDart]

Actually, that's pretty good for them. Last time I called, it was 3 hrs of hold time and they refused to do anything about my problem. I had an AR610 that completely stopped functioning, and they refused to do anything because I couldn't find the original receipt.

[jobinseattle]

They have a call back function so you don't have to wait. If I do need to speak with them I call when they first open so I don't have to wait that long. Horizon customer does service ranks up with there as one on the best.

[radioflite]

They called just about an hour latter ... Just not what I expected ..don't remember the delay
In the past with HORIZON. As for the receipt ..I take a picture with my cell the MI it's I get a receipt and then email it to myself . I also save the receipt , but JUST in case ..I have a copy in two places .

[KitBuilder]

It's an ARF World anymore...
Motion is somewhat new though correct.. they kick arse...
I find I'm emailing more with 2 ARFs I purchased than the 30 or kits...

[bradl4648]

Hi guys,

Yea Mondays are the biggest days for us here at Motion RC do to having the weekend off. Horizon does not have the weekend off ,but for them to call you back in a hour that is surprisingly fast. I have in the past waited 4-6 hours before they called me back so you did well. We here at motion try our very best to get people taken care of in the fastest way possible, so we can get to the next caller. But just remember Mondays are very busy for us. So if you do have to wait a little its only because we are giving that customer the same satisfaction as we will do for you. If you leave a voice message we will call you ASAP. We do appreciate your cooperation and understanding after all we are fliers here and know what its like to be a consumer as well. Thank you for all you support, we do appreciate everything you guys do to make this hobby great.

[PappaBear]

Well said Brad.

Martin

[rcpilot134]

I've had some unpleasant dealings with HH, along with inconsistent information depending on who you spoke to. I only do business with them directly when I have no choice. Motion RC is my go to retailer. They just can't be beat for customer service. You guys rock. Great selection of models and super fast fulfillment and shipping.

[Iowa54]

I used the call back option when the Motor ripped out of my new Timber.. Got nowhere with them.. Wouldn't let me send in pics or give me a email address. One answer... fill out the form and box it up.. I gave up... Can't say I will be buying any eflite products anytime soon..

[doctormike]

Getting a faulty charger replaced by HH was a nightmare and a long one, at that. I'm a slow typer, or I would tell the whole runaround story. Doc

[JFandL]

Wow,

Once Horizon had the best support around hands down. Looks like that has changed but I see their pricing has and still is always on the high side. I was very sorry to hear they got their hands on the FMS brand.

John

[F106DeltaDart]

What is really weird that their support is so hit or miss now. They seem a lot more willing to support products if they are bought from their site, but not elsewhere. Recently, HH replaced a very expensive set of 60-120 95 degree rotating retracts for me at no charge since one unit failed in ground tests. Of course, for this to happen, it took three tries. The first two tries they tried to send only the replacement retract for the side that failed. Instead, they sent the just the housing and motor/jackscrew for the right side. No trunnion or strut! And they did it twice before I finally spoke to someone who knew what was going on.

[DonRhone]

Wow,

Once Horizon had the best support around hands down. Looks like that has changed but I see their pricing has and still is always on the high side. I was very sorry to hear they got their hands on the FMS brand.

John

I have mixed feelings on Horizon Handling FMS products.

A good point is my local hobby shop, either could not or would not order FMS planes, now that Horizon Hobbies is the distributor for FMS the FMS planes are now readily available at a lot more locations.

What I am not sure of is the quality of the new 1.2 Eflite planes now that FMS has the contract (for now at least) to build the 1.2 m planes for Horizon, these now replace the 1.1m planes that Horizon had earlier carried. It seems that the 1.2 is wheat Horizon has chosen as their base larger rc planes.

On the other hand Motion RC teaming up with Freewing and producing the Flightline line of planes is certainly a welcome sight. The more competition the sooner we end up with higher quality RC entry planes.

Also, I saw my first HSD plane at the local flying field just recently, what a good looking plane. The details and the features has it right up there with the 1400mm FMS planes. Who is it that makes the HSD planes.

[Warbird Dan]

I have had nothing but great results with Horizon for many years. Motion - not so much, and I have always ordered online direct from Motion. A couple of years ago I purchased a 1700mm P51. I had to dig the main gears out of the wings a half dozen times and they kept sending me retracts that failed right away. You can imagine how the Mustang's wing looked after take off fails, broken gear door hinge pins, etc. They eventually got the gear problems worked out and the gear have preformed flawlessly for many flights since then. I flew it at our Warbirds Fly-In last weekend. Then, in August I bought the Flightline P38. I hooked up the electronics to test them after my experience with the Ferocious Frankie- only a 30 day warranty. The left aileron servo was inoperable. Motion swiftly put in a replacement servo order for me. I emailed them that a new servo was not an acceptable option, that I had paid for a fully functioning airplane not one I would have to rebuild for them before I could put it in the air. I was not going to dig a servo out of the foam wing and pull out the servo wire, damaging the wing of yet another brand new plane the way I had to do with the P51. I told them I would be glad to send them the outer wing panel so they could replace or rebuild it themselves and otherwise I expected an exchange or full refund of my purchase price. They initially refused to do anything except send me a replacement servo. I insisted on proper customer service and they finally refunded my money in full. When I tried to reorder the P38 - a fully functioning P38, they refused to sell me one. So if you purchase from Motion, whether you buy somewhere else or order direct from Motion, expect to have to cobble up and rebuild it yourself if you have defective parts. I, for one, hope Horizon picks up all their lines. Deplorable customer service does not work long in today's market. I expect Motion to fail.

[xviper]

I just received my FMS Pilatus from my local hobby shop. The price was within a few dollars of what Horizon has on their website for Canadian customers. I saved a lot on the international shipping directly from Horizon. My LHS gets their orders weekly from Horizon and the shipping is much cheaper when done in bulk. They buy wholesale, pay for the shipping and can still sell it to me for just 5 bucks more than quoted on the Horizon site. If I bought directly, the shipping would have been quite substantial. The other advantage is that if the box arrives damaged, the LHS shop refuses it so when I go to pick it up, I know it didn't get crushed during shipping. Also, I don't have to deal with brokerage. It gives a local a bit of income. If I have a problem with the product, Horizon will also look after me directly. I know this because I've had to do this in the past.

[xviper]

I expect Motion to fail.

Have a long wait. In fact, Motion has been doing so well, they've just recently expanded. I think you are in the minority. Their reputation has been stellar throughout the internet. Even at all of my flying fields, Motion is well thought of source for planes and parts and accessories.
No business online will send you a brand new plane just because one servo has failed or one retract doesn't work. That is ludicrous. I've had dead servos and dead retracts and the company just sent me replacements. Buying something in this hobby is not like buying a new car. If something doesn't work out of the box or if it's not quite "perfect", we the hobbyist, fix it ourselves and if we're lucky, the shop sends a free replacement part. Only in cases of complete "lemons" would we ever expect a full replacement item.

[OV10]

Have a long wait. In fact, Motion has been doing so well, they've just recently expanded. I think you are in the minority. Their reputation has been stellar throughout the internet. Even at all of my flying fields, Motion is well thought of source for planes and parts and accessories.
No business online will send you a brand new plane just because one servo has failed or one retract doesn't work. That is ludicrous. I've had dead servos and dead retracts and the company just sent me replacements. Buying something in this hobby is not like buying a new car. If something doesn't work out of the box or if it's not quite "perfect", we the hobbyist, fix it ourselves and if we're lucky, the shop sends a free replacement part. Only in cases of complete "lemons" would we ever expect a full replacement item.

Your spot on XV especially with the callout of the author of post#15 as being ludicrous. I wouldn't even give the new car analogy any merit cause there isn't a car dealer that would give you a new replacement car if say the alternator crapped out and the claim of lemons is a long drawn out process and are extremely hard to prove. As a veteran that supports a veteran owned business(and have done so without incident since they began), I call this individuals angst of wishing failure upon Motion just a load of crap.......grow up.

[dkalwishky]

So if you purchase from Motion, whether you buy somewhere else or order direct from Motion, expect to have to cobble up and rebuild it yourself if you have defective parts. I, for one, hope Horizon picks up all their lines. Deplorable customer service does not work long in today's market. I expect Motion to fail.

Do you really think that HH would send you a whole new plane if this happened with one of theirs?

[Hippie 64]

Warbird Dan I have dealt with MRC for over three years . Yes once in a while there has been a problem but the problem was not created by MRC . That being said you know as well as we all do these planes are made and shipped from China . They have an assembly line and they run them thru as fast as they can . You were offered a fix but that was not up to your satisfaction . Go and deal with some of the others , Hobby King as an example . Hope you have no issues but if you do 90% of all the parts are located in Hong Kong ,see how long or what it takes to get a fix to your satisfaction . As far as them refusing to sell you another I don't blame them . From the past history they have with you, you may attempt to do the same for something more minor and still never be happy with it . I have no idea of your experience with planes and really don't care to much but replacing a servo is not a hard task . If you think your messing up your plane by do that then you are going about the wrong way ...


Bryan