I am writing this in the hopes that someone from Motion RC sees this and can offer an alternative. I would like to start by saying I have always received good customer service from Motion RC.
My wife bought me a Freewing P51D old crow as a birthday present. When I opened the package I noticed the fuselage was badly gatored. (See pictures) The wings and tail were fine. I posted up a picture of this on the RC Groups Freewing P51 thread. Someone posted a picture of a perfectly fine fuselage. I received a few PM's saying they have never seen one so bad before. I contacted MRC and opened up a ticket # T461464. I included the same pictures and requested a replacement plane. I received this email response from Martin:
Hello Robert,
I've asked the warehouse manager to check the stock in the warehouse. All the models he checked were in a similar condition to yours. These models are made from foam and the finish may have slight imperfections in the finish due to the nature of the material and the color of the paint. Silver for example will exaggerate any gator effect and make it look worse than it perhaps is.
With that in mind I can offer you a one of two options. I can offer you a store credit for $20.00 as a goodwill gesture. Or I can ask that you return the model and we will give you a store credit or a refund. Please let me know what you would like.
Regards,
------------------------------------
Martin
Customer Service Manager
Motion RC
I received no apology and then was offered a complete BS excuse that it may look worse than it is because of the silver paint. The green was just as bad!! I also own several foam planes, including silver and they look nothing like this. Plus the wings and tail to this plane are fine!! I also find it a little difficult to believe that every single box was cut open and checked unless they only had a few left. AND if that was actually the case, why is MRC selling these with obvious defects? I wasn't looking for money so the $20 credit didn't satisfy me. Plus my wife spent a lot of money on a brand new plane as a gift and it should not have such a large obvious defect. I felt ripped off keeping it as it was not right and looked terrible.
Telling Martin I was not satisfied with those solutions, I asked when the next shipment was or if one could be sent from Motion RC Europe. I received this email in return:
Hi Robert,
The warehouse in Europe does not have this model in stock. However the cost of shipping one from Europe to the US would be prohibitive anyway, not mention any damage that may occur on the way. The next delivery that we are likely to have will be in about 6 weeks.
With regard to the one you have, I can offer you a return shipping label to return the model for a full refund or a store credit. If you have a printer I can send you a return shipping label by email.
Regards,
------------------------------------
Martin
Customer Service Manager
Motion RC
That is fine that it is out of stock. It should have ended there. But yet 2 more BS excuses of the cost (not my problem, you sold me a defective plane) and that damage could occur? Really?? So how could it get more damaged coming from Europe than coming from China? And again just wanting to end the issue with offering me a refund. Also, in 6 weeks how can I be assured I won't be sent a left over damaged one again? Do they plan to check every box of the new shippment? I received no info. Once again I responded suggesting a new fuselage even though I don't really want to take the time to switch all of the parts out but if that is my only recourse then fine. But why did I have to suggest this and continue back and forth emails? Waiting for a reply.
At this point I am fed up with Martin. I am completely shocked he is the customer service manager. He has done nothing but attempt to quickly brush this problem away with a store credit or a refund. An exciting birthday present has turned into a complete hassle. My wife is also very upset. Can someone here at MRC help me out?? I have bought tons of stuff from you guys and love the brands you sell but this really turns me off and there are other places to shop.
My wife bought me a Freewing P51D old crow as a birthday present. When I opened the package I noticed the fuselage was badly gatored. (See pictures) The wings and tail were fine. I posted up a picture of this on the RC Groups Freewing P51 thread. Someone posted a picture of a perfectly fine fuselage. I received a few PM's saying they have never seen one so bad before. I contacted MRC and opened up a ticket # T461464. I included the same pictures and requested a replacement plane. I received this email response from Martin:
Hello Robert,
I've asked the warehouse manager to check the stock in the warehouse. All the models he checked were in a similar condition to yours. These models are made from foam and the finish may have slight imperfections in the finish due to the nature of the material and the color of the paint. Silver for example will exaggerate any gator effect and make it look worse than it perhaps is.
With that in mind I can offer you a one of two options. I can offer you a store credit for $20.00 as a goodwill gesture. Or I can ask that you return the model and we will give you a store credit or a refund. Please let me know what you would like.
Regards,
------------------------------------
Martin
Customer Service Manager
Motion RC
I received no apology and then was offered a complete BS excuse that it may look worse than it is because of the silver paint. The green was just as bad!! I also own several foam planes, including silver and they look nothing like this. Plus the wings and tail to this plane are fine!! I also find it a little difficult to believe that every single box was cut open and checked unless they only had a few left. AND if that was actually the case, why is MRC selling these with obvious defects? I wasn't looking for money so the $20 credit didn't satisfy me. Plus my wife spent a lot of money on a brand new plane as a gift and it should not have such a large obvious defect. I felt ripped off keeping it as it was not right and looked terrible.
Telling Martin I was not satisfied with those solutions, I asked when the next shipment was or if one could be sent from Motion RC Europe. I received this email in return:
Hi Robert,
The warehouse in Europe does not have this model in stock. However the cost of shipping one from Europe to the US would be prohibitive anyway, not mention any damage that may occur on the way. The next delivery that we are likely to have will be in about 6 weeks.
With regard to the one you have, I can offer you a return shipping label to return the model for a full refund or a store credit. If you have a printer I can send you a return shipping label by email.
Regards,
------------------------------------
Martin
Customer Service Manager
Motion RC
That is fine that it is out of stock. It should have ended there. But yet 2 more BS excuses of the cost (not my problem, you sold me a defective plane) and that damage could occur? Really?? So how could it get more damaged coming from Europe than coming from China? And again just wanting to end the issue with offering me a refund. Also, in 6 weeks how can I be assured I won't be sent a left over damaged one again? Do they plan to check every box of the new shippment? I received no info. Once again I responded suggesting a new fuselage even though I don't really want to take the time to switch all of the parts out but if that is my only recourse then fine. But why did I have to suggest this and continue back and forth emails? Waiting for a reply.
At this point I am fed up with Martin. I am completely shocked he is the customer service manager. He has done nothing but attempt to quickly brush this problem away with a store credit or a refund. An exciting birthday present has turned into a complete hassle. My wife is also very upset. Can someone here at MRC help me out?? I have bought tons of stuff from you guys and love the brands you sell but this really turns me off and there are other places to shop.
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