Dead DX7

[r40734]

Is there any reason it should cost me an extra $60 in shipping costs, on top of the price I already paid for the system, to get a DX7 repaired under warranty? Hell, even my Z06 gets picked up and dropped off for free under warranty. :arggg:

The damn thing died in the middle of leveling the swash on a new rotor head. I know it's just the voltage regulator, but I would hate to void the warranty replacing the regulator and then have something else, like the processor or screen, go bad a month later. Then I wouldn't even have the warranty to fall back on.

OK... ranting over for now...

[Pinecone]

Why $60 in shipping?

Maybe $10 or so.

And ask Horizon, I know they have sent mainling lables for defective PZ T-28 RTF airplanes.

[joehelicopter]

Is there any reason it should cost me an extra $60 in shipping costs, on top of the price I already paid for the system, to get a DX7 repaired under warranty? Hell, even my Z06 gets picked up and dropped off for free under warranty. :arggg:

The damn thing died in the middle of leveling the swash on a new rotor head. I know it's just the voltage regulator, but I would hate to void the warranty replacing the regulator and then have something else, like the processor or screen, go bad a month later. Then I wouldn't even have the warranty to fall back on.

OK... ranting over for now...
Call the TECH guys at Horizon and they will take care of you---most of the time they have fixed all my stuff for FREE and They paid the return freight-check the USPS rates-they are cheap-

[DavidH]

Be glad it died while setting the model up on the bench. If it died while you was flying, probably a lot more than $60.LOL
I have shipped a built heli all the way across the USA with $2K in insurance. It wasn't $60 to ship it.

David

[r40734]

$1 or $10,000... I shouldn't have to pay one red cent to get something fixed under warranty. PERIOD.

I guess I should have clarified a little more in my earlier post. Here's more details than you probably want:

I did call Horizon and explained the problem. He was less than helpful and gave me absolutely no indication of what they could do. After I explained the problem I was having, his only words were "You just need to go to the website, get the shipping information, and send it in for repair." Click...

So, as rude as he was, I still do as he says. What choice do I have?

First, there is a form they have online that has you check which level of return shipping you want to pay for, and an area to include a credit card for payment. So, right off the bat I know they're not going to share any of the shipping costs. Choices: Standard Ground = $7.99, 2 Day = $19.99, Overnight = $27.99. I would like to have the Tx back by the end of the year, so I went with option # 2.

Next, I wrap it up in bubble wrap, box it, (both of which I needed to buy, since I just went through the post Christmas sweep of the house and threw out every thing the woman would let me) and take it to UPS (I have no trust in USPS). UPS quotes me $28 to get it there by Tuesday. I ask about a cheaper option. Approx $19 to get it there by next Friday. ??? 8 days? I took the package to FedEx/Kinkos instead. $28.32 to get it there by Monday ($70 if I wanted it there next day). She asked me if I wanted extra insurance. Since her co-worker was sitting on the pile of boxes ready for shipment, I said yes. New price = $30.12. Then she notices that I used my own box. That's an extra charge, apparently. Now the price jumps up to $32.08.

Fine. Whatever. Just send the damn thing already. I needed to get back to work by now, anyway.

$19.99 for return shipping
$6 for packaging supplies (I have leftovers)
$32.08 to ship out.
$58.07 total.

I crunched the numbers this morning. The cheapest I could have accomplished this was about $23 though USPS, no insurance included.. It would have taken about 2-3 weeks turnaround time IF horizon happened to ship it back to me the same day they got it. That's one of the reasons I dislike the USPS. They're too slow... and they've lost more of my packages than I can count.

I know it's just a hobby, but I took time off from work next weekend to attend my very first event in over 20 years. That time is wasted without a radio and all the programming I put into it. The price I paid for shipping is the cheapest I could go and expect to get it back by Friday at the latest... if all goes well at the service center.

[r40734]

Be glad it died while setting the model up on the bench. If it died while you was flying, probably a lot more than $60.LOL
I have shipped a built heli all the way across the USA with $2K in insurance. It wasn't $60 to ship it.

David
You're right, David. It costs me more than that every day I fly. I tend to keep flying until something is too broken to fix at the park.. and I bring lots of spare parts. My last flight with one of my 450's lasted 1.5 minutes and cost me a set of Radix blades, main shaft, flybar, CF boom, belt, main gear, pinion, canopy (cheap plastic), TP battery, and spindle.

I learned something, though. Don't let the bird get between you and the sun when you're attempting your first side-to-side tic-toc.

I don't know why I even have landing gear installed. I never seem to use them.

[ChasHeliCop]

Mine went out recently and it cost me $16.25. That was including shipping from Deminsion Engineering. I bit the bullet said screw the warranty and put in a new voltage regulator. Works great, extended my battery life and now I am one happy camper. :thumbup: Sorry about your troubles I hate that crap. They should reimburse people for shipping cost. The reason I didn't send mine in was I didn't want to be without a Tx, so I bought another one while I was waiting for the regulator to come in. Now I got two,

[r40734]

Mine went out recently and it cost me $16.25. That was including shipping from Deminsion Engineering. I bit the bullet said screw the warranty and put in a new voltage regulator. Works great, extended my battery life and now I am one happy camper. :thumbup: Sorry about your troubles I hate that crap. They should reimburse people for shipping cost. The reason I didn't send mine in was I didn't want to be without a Tx, so I bought another one while I was waiting for the regulator to come in. Now I got two,

I'm online right now looking for a backup :thumbup:

[JesusFreak]

Where did you buy it? If you just got it for Christmas, I would try to return it. It's going to be tough without the packaging. I keep all my boxes in the attic, and when I sell something used it's almost "like new", and easy to ship.

Your paying for expediancy, and while I agree it's a bummer, that's your choice. That said, I would pay the price and get it fixed and send a NICE note explaining the situation and your dissatisfaction to Horizon, someone like Mike McConville. Send copies of your receipts for the product and shipping. I betcha they do something for you. Maybe not cash, but a credit towards a future purchase or something.

I've dealt with Horizon for years, and they've always treated me right. For example, I got one of their first 1/3 scale ARFs which had some issues. The next model they came out with basically fixed those issues. When I explained my dissatisfaction, they cut me a great deal on the new model includding an accessory kit. It probably just costs them thier profit on that kit (no cash), but it made me happy. Without the customer service, that would have been the last H9 product I bought. Because of it, they have had MANY of my hobby dollars the past 10+ years. Why? Because I trust them.

I was a Futaba guy until Spektrum came out. I would not have tried Spektrum and ultimately JR, except it came from Horizon. So here I am a few years later, and I've owned every Spektrum and 2.4ghz radio they've made. Do you think they made a wise decision to help me out?

That said, I've learned it more often pays to be nice vs. nasty (not saying you were), especially with the guys on the front lines. The techs. don't set the policy, so getting testy with them usually only backfires. Write a nice letter to upper management and explain why their policy is unfair and ultimately hurts their reputation and business. They will respond.

Our hobby is under intense profit pressures, and their is a constant demand to cut costs were possible. Sometimes the vendor's lose sight of the big picture in setting these policies. They have to satisfy stockholders and owners as well. Companies like DA Engines excel in customer service and their business has thrived as a result.

Good luck and keep us posted!

Cheers!
Lee

[r40734]

JesusFreak,

I was every bit of polite. I wasn't even given the chance to flip to the dark side.

I'm also in a technical service role with my main customer being the most egotistical, gloating, pain-in-the-ass company on the planet. If the company I work for wants a piece of this specific company's Billion$ every month, we have to play nice... 24/7.

I have my own theories on why companies treat customers like they're just another number, and it's not usually the fault of the person manning the phone.

You're right about me paying for expediency, but I think a company should give you the choice to ask for that, not just throw some numbers in a form to let you decide how slow or fast they need to react. At a minimum, standard return shipping on a warranty claim should be out of the companies pocket. It's not always the customer's fault their product has problems.

OR, If the item is found to be defective, the company should pay shipping both ways. If the item was broke due to owner negligence, the customer should pay.

It's funny you mention the boxes in the attic, though. That's where I kept every box I've ever got for the last decade or so. It was only a couple weeks ago that I decided to do a major clearing out of junk we don't need around here. Who knew I would need that specific box after only a few months, especially since one of the boxes I threw out was for a 2 channel car transmitter I've had for 20+ years (and it still works fine).

I'll continue to use Spektrum product's, as I think their radios are the best bang for the buck right now. I'll just remember to take a different route and protect myself better in the future if there are any more problems.

[DebianDog]

I have not heard of Horizon charging before :confused:

[spork]

The cheapest I could have accomplished this was about $23 though USPS, no insurance included.. It would have taken about 2-3 weeks turnaround

Hmmm... I'd have shipped it from the office. $5.00 each way for 2nd day air via UPS. Perhaps your company has a contract with a shipper as well.

[DavidH]

Yep, here is the USPS rate for a 5 lb package from AZ to IL

Domestic Services


Mailing Services Speed Price
Express Mail® Overnight to most areas $30.70
Priority Mail® 2 days 12.90
Priority Mail® Flat Rate Box 2 days 8.95

Priority mail is 2 days just about anywhere in the USA. I ship stuff all the time USPS. Insurance is reasonable price also,
For less than $15 could have shipped USPS with insurance, mail on Monday, receive on Wednesday.
UPS or FedEx would have been more than $13 and they would not guarautee 2 days.

David

[r40734]

I have not heard of Horizon charging before :confused:

http://www.horizonhobby.com/Content/Media/pdf/servicecenterchecklist.pdf

Hmmm... I'd have shipped it from the office. $5.00 each way for 2nd day air via UPS. Perhaps your company has a contract with a shipper as well.Yep, we have accounts with shippers. I just drop off what I need shipped and walk out the door, or just call and have them come get it. I've never even seen what some of these packages cost to ship (overnighting something to a different continent has it price). I have considered using one of these accounts in the past, but I just don't think losing my job is worth it.

I don't think I'm as annoyed at the costs of shipping (as I said before I made the choice to pay more to speed things up a little), as I'm annoyed at having to pay the shipping at all during a warranty.

Here's a question somebody might be able to answer: If I would have taken the radio back to the LHS and exchanged it, would the LHS have to pay shipping to return it to Horizon?

[cbdane]

Did you check the fuse? A blown fuse can point to a problem or, in the case of a very new piece of equipment, it can point to a dud fuse.

[spork]

I have considered using one of these accounts in the past, but I just don't think losing my job is worth it.

Me neither. That's why I don't steal those services. I pay for them, which is what I was suggesting you do.

[Pinecone]

The ask for the return shipping charge info in case it is not a warranty repair.

I would call back and talk to someone else. Maybe got a new guy, or one having a bad day. Since it is new, ask if they will give you a pre-paid shipping label, and if they decide it is not warranty, charge you.

But AFAIK, I haven't been charged return shipping on my v1.2 upgrade return or 2 bad Rxes.

[r40734]

Me neither. That's why I don't steal those services. I pay for them, which is what I was suggesting you do.

Sorry, I wasn't implying that you were stealing anything. I apologize for any misunderstanding in the way I worded that statement.

I really don't know if we get a discount on shipping services. It's a good idea that I'll have to check into, though. I just have a list of account numbers... that and the address is all I've ever needed to know.

[spork]

Sorry, I wasn't implying that you were stealing anything. I apologize for any misunderstanding in the way I worded that statement.

My bad. I mis-read you.

I really don't know if we get a discount on shipping services. It's a good idea that I'll have to check into, though. I just have a list of account numbers... that and the address is all I've ever needed to know.

It's worth finding out. I send and receive everything at the office. We get a screaming good deal with UPS and I don't even have to leave the building to do it. Our shipping guy just drops the appropriate pages of the invoice in our in-baskets, and we take it off our next expense report.

[DavidH]

Here's a question somebody might be able to answer: If I would have taken the radio back to the LHS and exchanged it, would the LHS have to pay shipping to return it to Horizon?

At the hobby shop I worked at for 10 years. We paid the shipping on items we shipped back to Horizon or Great Planes. I don't know if that is still there policy today, it has been several years since I worked at the shop. We had UPS pickup. So we just boxed the items up and created a label and the UPS picked it up. We were bill by UPS once a month for the shipping charges we had used for that month. Had the same type of setup with the USPS.

David

[JesusFreak]

Kipp:

I wasn't stating you lost your cool, just warning that it usually won't help. Glad your on the same page. Just send a nice note or call and ask for someone up the chain and explain your position nicely, and I think you may get somewhere.

I've had some problems with Horizon stuff, and they've always treated me fairly.

I DO have to mine through the boxes once in awhile, as some stuff left my house in slightly different condition then it came. No need for a 6 foot cardboard box when it will fit just fine in a small trash bag. LOL.

Hope it works out.

Regards,
Lee




JesusFreak,

I was every bit of polite. I wasn't even given the chance to flip to the dark side.

I'm also in a technical service role with my main customer being the most egotistical, gloating, pain-in-the-ass company on the planet. If the company I work for wants a piece of this specific company's Billion$ every month, we have to play nice... 24/7.

I have my own theories on why companies treat customers like they're just another number, and it's not usually the fault of the person manning the phone.

You're right about me paying for expediency, but I think a company should give you the choice to ask for that, not just throw some numbers in a form to let you decide how slow or fast they need to react. At a minimum, standard return shipping on a warranty claim should be out of the companies pocket. It's not always the customer's fault their product has problems.

OR, If the item is found to be defective, the company should pay shipping both ways. If the item was broke due to owner negligence, the customer should pay.

It's funny you mention the boxes in the attic, though. That's where I kept every box I've ever got for the last decade or so. It was only a couple weeks ago that I decided to do a major clearing out of junk we don't need around here. Who knew I would need that specific box after only a few months, especially since one of the boxes I threw out was for a 2 channel car transmitter I've had for 20+ years (and it still works fine).

I'll continue to use Spektrum product's, as I think their radios are the best bang for the buck right now. I'll just remember to take a different route and protect myself better in the future if there are any more problems.

[flunk]

Hey, Horizon fixed my DX7 when it gave up on me. Free of charge, they shipped it back to me for free (I had to pay the shipping to US, I live in Sweden on the other side of the Atlantic...). I bet that if I had asked them nicely they would have even payed the shipping from US back to Sweden, but hey, they sent me a new radio with an extra receiver, battery and servos. Thanks to that I now have two sets of receivers for my DX7.
Another time, when I smashed one of my AR7000 receivers in a crash, they offered me free repairs. I settled with just a new plastic casing as I did some extensive testing on the receiver myself and came to the conclusion that it was fully working (except that scattered casing).
I am very happy with Horizon Hobby:s customer service so far. They are very friendly and seem to have the customers best in mind all the time...

[r40734]

Hey, Horizon fixed my DX7 when it gave up on me. Free of charge, they shipped it back to me for free (I had to pay the shipping to US, I live in Sweden on the other side of the Atlantic...). I bet that if I had asked them nicely they would have even payed the shipping from US back to Sweden, but hey, they sent me a new radio with an extra receiver, battery and servos. Thanks to that I now have two sets of receivers for my DX7.
Another time, when I smashed one of my AR7000 receivers in a crash, they offered me free repairs. I settled with just a new plastic casing as I did some extensive testing on the receiver myself and came to the conclusion that it was fully working (except that scattered casing).
I am very happy with Horizon Hobby:s customer service so far. They are very friendly and seem to have the customers best in mind all the time...

I'm thinking I just caught somebody on a bad day following Christmas. I imagine the tech support phones have been ringing off the hook for the last few weeks regarding broken presents or confused owners...

Did you check the fuse? A blown fuse can point to a problem or, in the case of a very new piece of equipment, it can point to a dud fuse.

cbdane,
At the risk of voiding my warranty, yes, I checked the fuse. Funny thing is, I didn't even know there was a fuse in it until I opened it up. I saw the fuse and thought "Great! This is going to be an easy fix". Nope. Fuse was good.

[r40734]

Update:

So, I got the Tx back. I think it finally came in on Thursday, but I was trapped at work until about 9am on Friday, so I didn't really get it until yesterday.

First things first. Horizon had no interest in waving any of the shipping costs when I called them back. I was told their policy clearly states that the customer is responsible for all shipping costs. OK... understood. Don't expect any favors from me, either.

Of course, all the programming was lost, so I got started on setting everything up again last night. I was working on leveling the swash plate and cyclic end points on a TR450 and started to notice how much farther from zero my subtrims were than the heli has ever been. The same with the end points of the servos being quite a bit away from 100%.

I have done absolutely no work on any of my heli's since the Tx died, so it's not a mechanical issue on that end. I also can't see how replacing some electronic bits and pieces in the Tx can change anything.

Finally, I noticed on the radio that full positive and full negative pitch are not 100/100 and 0/0. When I pull the elevator stick all the way back the digital display says "IN 8 OUT 8", and pushing the stick all the way up results in "IN 97 OUT 97"

Note, I am starting with fresh, cleared models. All Pitch, Throttle, etc. settings are 0-100, linear, no EXP... and so on.

Does anyone out there have any idea what is going on here?

Thanks in advance for any help!