Helidirect and bad customer service WTF

[papafoster]

Hi all Freaks

Has any one had any problems with:nanabobo HeliDirect :nanabobo and thier service ????????????????:thumbdown:

I placed an order with them on the 6th December and still I wait, 31 days so far !!!
I have used them before and thier service was great, but this time it s_ _ ks. I have ordered 401 gyro, servos, and some stick bling well over $200 us and all in stock I paid them via paypal (no problem with that) because I dont have a credit card (I wil not bend too the banks and thier credit card scams) so I pay with an e-check which takes around 5-7 day to clear, paypal informed that it had cleared on the 12th Dec and so did HeliDirect, they also said that they had shipped it on the 12th Dec so I was expecting it within 7 days like all orders before. On the Friday before Christmas still no order, I decided to send them an e-mail to see what's going on, they replied back that it was sent on the 12th Dec and can't be far away. So with that I waited and waited and waited still nothing, lost in the post ? ahh well it covered by insurance. I was just about to send them another e-mail saying still no order when they sent me one saying that the items that I had ordered were being shipped, this was Friday 5th Jan WTF now 31 days and counting. HeliDirect keep on blaming paypal with the delay and with an e-check clearance, despite them telling me other wise, all my online purchaces are with paypal and e-checks no problems. So guys has any one else had problems with HeliDirect and thier lack of customer service from now on the only suppler I use is :thumbup: READYHELI :thumbup: thier customer service is absolutely the best in the hobby industry of all in this world imo

Well that my gripe I feel better now Allan

[istandalone]

i've heard good things and bad things about them. it's probly stuck in customs.

[Lucky Seven]

I've never had a problem with them.

[philiusm]

I placed two orders with ReadyHeli just after Christmas, just a few days apart. The ReadyHeli website reported them as being shipped within two days of the order being place,

One turned up on the 31st the other only just arrived today. I think there must have been an element of postal or customs delay.

[robbolo78]

i confirm a very poor customer service for helidirect.....if there any problem,they take more time and time and time and time and so...

i will not take anymore order from they.

[Arcus 4]

I placed an order on December 24th, and received it via USPS Priority Mail on December 27th!!! I've been working in distribution for over 15 years and that kind of service is 'above and beyond' the call of duty. In my opinion, ReadyHeli sets the bar for all other contestants.

[WillJames]

I have been to the HD warehouse and about 170 packages ship a day on average I think. I have seen the GM and Owner make a run to FexEx to get something out same day themselves.

I will research and find out about whats up for both people in this thread that said they had trouble.

[Greg Alderman]

Papafoster and Robbolo78...I am sorry to hear about your issues and your feelings about HeliDirect Customer service. Please let me say that HeliDirect does take customer service seriously and Papafoster...I will look into your order and find out the status for you.

I just came onboard with HeliDirect last week and don't yet have a indepth feel on the internal workings of the Shipping, etc...So please bear with me as I get to the bottom of your issues...

Robbola78 if you would please PM me and tell me about your past issues you have had with HeliDirect Customer Service.

Regards,

[helidirect]

hi Allan,

Sorry to hear that you didn't receive the package. I checked it out and it was cleared on the 11th of Dec but one of my associates wrongfully moved the order to shipped without shipping the order. So that why it wasn't shipped until Jan 5.

We are very sorry about that. We can offer you a great discount for your next order due to that problem.

Steve

[Greg Alderman]

Well there ya go! A definitive answer from the main man himself! :D

Greg

[Force3]

My first experience, with Heli Direct was with an order palced on Dec 19 and delivered in Australia on Dec 28. Considering this was over the silly season this was an excellent effort.

To dump a supplier, after one bad experience, would be grossly unfair. Continual bad service would be a different matter

All organisations, no matter how efficient their operation, has issues at times and a good organisation will see this as an opportunity to improve their service standards.

Cheers
Adrian

[altruhtra21]

I ordered some parts for my HDX 500 on Dec 30th and I have them in my hands today ( Jan 08th ). I think this is a real good time from the US to Germany. So thumbs up.

Harald

[Rototerrier]

I have had a couple support tickets open, one going on the 3rd day and one going on the second day and they have been ignored. I have noticed that HD, as I see it, filters their messages and will answer questions that directly relate to a sale immediately. Usually around the same time they open up each day. If it is something that would relate to a defective part or any other tech support they will simply never answer it....ever.

So, my advise to anyone submitting a ticket for support, include two questions....one relating to a possible sale and then followed by your real question. They might just answer....of course, no guarantee they will answer in regards to the non-sale related question.

Unfortunately, HeliHobby also has the same problem...except they never answer any support ticket. Atleast HD might answer....and that is a big loose might. Pretty poor in my opinion. It seems the Heli industry in general is very unprofessional when it comes to customer service. I never had these issues when I was dealing with Air.

Even if they don't like what you have to say, it's just business and they should respond with something that than ignoring it.

I have spent 1989.55 since December 12...less than a month and they continue to ignore my tickets. I hate to air this dirty laundry in a public forum, but you have had days to respond. So if someone at HD cares to look, you can reference the following tickets:

HRYSVP67Y5 - Submitted 1/8 @ 8:24AM - in regards to poor performance of HDX500

1GNRNXW3XJ - Submitted 1/5 @ 7:15AM in regards to my inability to login to your website forum - I still can't login directly to the forum. I must login to the account area of your site and then go to the forums.

YN3V25WB3 - Submitted 1/4 @ 9:06PM - in regards to a defect set of blades for a blade cp / esky cp - The blades are still defective...just sitting in a box hoping to get a response back from you.

I would like to make one point clear though, I have never ever ever had a slow shipment nor any trouble with getting an order. So HD seems to be as strong in order shipment and packaging as they are weak in customer support. It's just weird. I would expect to get good or bad service across the board...but they are half and half.

[Greg Alderman]

pdan2993...PM'ed you, please feel free to contact me at your convenience at the number in my signature.

[58dgrizz]

Hey guys, I feel like a sales guy for HD, I have had great service and support from them. I have also asked most of the guys I fly with over here in Iraq, we all order from them and have asked technical questions about products. We have all had great service and quick shipping. I am not sure if it is because we are all military or what but we are all satisfied and have turned to them and Techmodel for our 450 needs. I am proud to say that I like the HDX450 and the support I have received from them. I hope Mr. Alderman is able to sort out the issues each of you have had and get things on track, I like HD and their stuff, prices are comparible too.

[Greg Alderman]

Hey now 58...watch who you are calling "Mr"! I'm a Retired Navy Chief...I worked for a living!!! :D LOL!

[58dgrizz]

Hey, I just so happen to be a chief myself, chief warrant officer 2. I fly a 58D over here in Iraq, it is like a ride in bergen observer, about the same horsepower!LOL... I was also in the Navy for about 4 years. I am sorry that others are having issues with Helidirect I have had the best success and they set the benchmark for customer support for us in the desert. When dealing with Towerhobbies, I have been blown off and even ignored. I think their customer service sucks.

[BobOD]

I have to give credit where credit is due.
HD has always shocked me on delivery. Even my last order over the holidays, Once, I got the package on a Friday and I actually wasn't prepared to work on my heli that weekend as I didn't think it would arrive before the next. Had to reschedule my whole weekend. :( :) Hows that for a twist? :D
I've also gotten reasonabe response time to e-mail complaints (HDX500SAH boom replacement is silver instead of the original black and doesn't look nearly as nice). They got right back to me and offered resolution. I let 'em off the hook though.

[joehelicopter]

HeliDirect has been an outstanding supplier for me.
I usually get and order every two weeks or so and there have been NO problems.

Keep up the good work.
Mike:YeaBaby:

[Mikej]

I'm a regular customer and I am very happy with their service - shipping prices to the UK however is a different matter - if you can sort this out HD then you will get a lot more business.

Cheers,
Mike.

[lotus7]

Well , my last order was for some $350, various 500 and MT parts , The HD invoice that customs got said "helicopter parts ...$64 " Which meant that I paid 14% VAT on $64 and not on $350
Parts arrived at my house in CApe Town 6 days after placing the order
Me complaining ??? No siree!!!
way to go HD !!!

[lotus7]

Well , my last order was for some $350, various 500 and MT parts , The HD invoice that customs got said "helicopter parts ...$64 " Which meant that I paid 14% VAT on $64 and not on $350
!!

Oops , late night typo, (,just read my earlier posting) it was $364 not $64 !!!!
( $ sign is shift 4 on my keyboard , next to the 3)

[thatsme59]

Iv never had a problem with orders acouple times got more then i payed for:lol:. as for tickets im sill wating thanks Vu

[Rototerrier]

HD finally made good on my issues. It did take me posting to this forum to get the ball rolling, but all in all, I am very very pleased with them once I got their attention.

They never did resolve my ticket with faulty blades. I think it slipped thru the cracks. But, thats a cheap issue, no biggie.

Their products and shipping are still top notch! I am still not completely sure about the support ticket response times, I think it could still use some work but I think they are trying.

I will say this, once you do get their attention, they will bend over backwards to work with you on resolving legitimate issues. "Legitimate issues", Canopy scratches, not so much (wink wink nod nod)

[billyd]

I have to pop in and defend Helidirect. I have placed dozens of orders with them over the years and all of my experiences with them have been excellent. They respond very quickly to questions and fix problems as fast as possible.

Often they ship stuff within 2 or 3 hours of order placement. I don't know how you can improve on that.