silvermansteve

My Feedback: (2)

i had a bad experience with horizon rep brian. it was about my ten-t, and the upshot was basically his calling me a liar, making sarcastic remarks and trying to best me in a match of wits. have others had a similar experience with brian or horizon? if so please post here about it, i'd like to know.

just to be clear, i know there are people who like horizon. but i seek neither validation nor sympathy, nor to argue about what happened. i simply want to hearfrom people whose experience might have been like mine. thanks!

sloppyG

care to share more?

what was your issue and what did Brian do that was so awful?

robwiljas

I got really irritated with Horizon recently over an RMA. I bought a Losi Lipo and charger combo for my Micro SCT and it didn't work. The Lipo got rather hot while charging and the voltage was too low, so it was obviously defective. This is the second time this has happened to me with a Losi Lipo, the first time being over a year ago with a Mini Crawler LiPo. The first time they had me send them a picture of the battery, then dispose of it properly and they sent me a new one. This time when I contacted Horizon support they told me to send it in, so I did, after waiting two weeks to make sure it wasn't going to swell or anything. They got it and replaced it, but included in the box with the new LiPo was a rather rude note saying they replaced it as a one time courtesy, but batteries are not warranted and that next time if I send one in I would be charged a disposal fee. It just irritated me that they tell you to send it to them and then complain when you do.

silvermansteve

My Feedback: (2)

i have observed these forums and i (selfishly) really didn't want this thread to be about what happened to me. but i suppose since i posted in the first place, i'm kind of obliged to tell the story. ok, so:

i have always had problems with my ten-t battery and charger. doesn't stay charged and takes forever to charge. eventually the charger apparentlyfinished the battery, sending it way out of balance, reading 3.75 and 4.23v in each cell respectively. i was unhappy about this especially given the poor performance of the battery/charger to begin with.

i emailed andhorizon ignored my communication for well over a week. then, i finally got a call through to horizon after waiting on hold for probably 10-15 minutes. i tried briefly to explain my situation to a person named brian (he refused to give me his last name).

not only would Brian not make things right with my battery, etc., but he also told me in a nutshell that: 1) i should have known better than to wait to callhim (i started emailing the day the battery went bad), 2) he had no way to know that i was not LYING about what happened ("HOW CAN WE KNOW IT HAPPENED THE WAY YOU SAID IT DID?" HOW CAN WE KNOW YOU DIDN'T RUN DOWN THE BATTERY RUNNING THE CAR TOO LONG?"), and 3) oddly, that i should know better than he about the charger that comes with the ten-t, and whether it balanced the cells("since you SAY you used it so much").

after all this, brian refused my multiple requests for a supervisor, saying there was none for me to speak with, without giving me any option to escalate the call by any means, such as perhaps having a supervisor return my call.

anyway, the fact is, contractually speaking, losi/horizondoesn't have to do a damn thing if that's how they want to play it: they give a warranty, i was told today, that expires upon or immediately after delivery.anything that comes up afterward is not contractually covered. i knowsomeother manufacturers do this too i do not like it however. i thought they might want to accommodate me regardless of the "warranty," given my dismal experience with their truck and its inadequate battery and charger. but even if they won't accommodate me with a new battery, i didn't appreciate the sarcasm and attitude.

please though, i just want to know if anybody else had a similar experience, and not to get mired down in debatingthe merits and demeritsof the battery, charger or myself as a human being or rc operator. the guy was rude, even for me andi have to havea relativelythick skin because of my work background.so, i want to know if this is a recurring thing there, because i'm mad and franlky want to bring this to management's attention. i'd like a battery too, even if they don't have to give me one because the ten-t is not new anymore.

DaveG55

I have not had that kind of experience from them. In fact, exactly the opposite. I had a Mach.21 engine that died. I was not the original purchaser and had no recipt but called them anyway. I was told to strip the engine of everything except the carb and return it. 10 days later I had a completely new, in the box, engine complete with pull start.

Having said that, if I were treated like that I would immeadiatly put the credit card sale into dispute. I may eventually have to pay but they would damn sure be forced to eat up any profit from the sale in trying to collect the money. I would also do a search for the board members of the corporation and be sending them, directly, an account of how their costomer "no" service treated me and links to my negative experiences.

silvermansteve

My Feedback: (2)

i tried to email the ceo, don't know if i got the correct addressi'm on it.

proanti1

My Feedback: (2)

I don't like horizon, I only order from them when required. They also need to fix their retarded site... impossible to find anything.

ejc34710

Ah men to that.

hindupimp2384

I bought a Passport Ultra Charger for $120 got it and it didnt light up.  So i called Horizon 10mins later i talked to the tech and we did steps to see if it work, still nothing.  So he told me he cant do anything about and gave the Manufactures number, now keep in mind the charger is made for Horizon Hobby.  So i called the number rings and rings and it tells me to leave a message(how gay), so i did and after days they call me back and go through steps and final 2 weeks later i get my charger.  Horizon is horrible, stick with TowerHobbies.com

doug702

My Feedback: (1)

ive had good experiences with customer support, however their parts and quality control are lacking, as stated above i only buy from them when i absolutly have to.

silvermansteve

My Feedback: (2)

thanks to everyone who posted. if there is anyone else i'd still love to hear. the funny thing is i actually like my ten-t truck. by the way, i have heard nothing from horizon, either in response to my calls or emails. they also have ignored my initial emails for over 10 days. i'm beginning to hate them.

silvermansteve

My Feedback: (2)

i'm reviving this thread as i have more to add.  i will be posting any more correspondence i get from horizon.  i hope the other thread i started yesterday, titled need help from mods, dies.   interested people can look here.

sloppyG

if you have more to add, then add it

no real reason to come on hear and tell us that you're going to add later.....

just so you know, I'll probably chime in once you finally add the info that you've warned us that you're going to add

DaveG55

Further posting here or the other thread does not matter. You have proven that you are unwilling to take the steps that will truly help you. So it seems to me that you are only on here to bash a company that most of us have found helpful and whine about your experience.
So post what you want, it's all a fart in a whirlwind.

Oh, and you're welcome for finding the thread...

jmwright75

I have also had a bad experience with customer service at Horizon. The guy I talked to was very rude and didn't want to even try to help, I asked for a supervisor and he said there wasn't any there. I sent an email to customer service after that explaining my problem and the rude customer rep, never got a reply back from them. That however was the only problem I have ever had with them, I have had many perfect orders from them since. I think sometimes you just get someone who doesn't care, its just a paycheck for them.



john

gbizzo

Over 10 years and Horizon have been nothing but awesome to me. When it needs to be fix they fix. When it needs to be replaced they replace. This hobby is abusive to the products we buy. Nothing is that is made to take this abuse, is not meant to last forever. You will need to replace things and not just expect free stuff forever.

redfisher1974

I only used horizon once when they sent me the awesome $20 off $50 coupon....[8D]

ThunderbirdJunkie

My Feedback: (3)

Where is the additional correspondence? You haven't posted anything, all you did was bump the thread.

Sigma.40

My Feedback: (1)

I know that this thread is kinda old and all but I actually had a really good experience at Horizon and thought I'd post it.

I broke a rear hub on my 8ight 2.0 a week ago and when I went to change it out I realized that the allen screw inside the wheel hex was stripped even though I never touched it. Without removing this screw I couldn't get any of the parts off (rear hub, wheel hex, cv driveshafts, metal driveshafts, bearings) To buy all these parts would cost me $60 since some of those parts only come in sets of 2 or 4. I called Horizon and the guy was really helpful and ended up sending me all those parts PLUS a bunch of extra parts too. I ended up getting like $100+ in parts for free.