Why Has My Orders Been Cancelled?

[courtney2018]

HobbyPartz support,
I've tried a couple of times last week to order some lipo batteries, which your website gives the impression of being in stock. The within 12 or so hours the order gets cancelled. The first time I ordered it was through the internet. The second time I called in and verified that you had the batteries that I wanted, which you did, and several hours later it gets cancelled.

I'm baffled as to why. Can you tell me why? Were the batteries actually backordered and the website just wasn't updated?

My order numbers were:

yhst-62196343123315-242223
yhst-62196343123315-242397

Thanks!

[Roblucky13]

They have horrible customer service. Good luck!!

[courtney2018]

Can anyone from HobbyPartz Support tell me why my orders were cancelled please?

[NitroTechnician]

Hello,

Due to a recent charge back you filed, your account has been suspended.

Danny

[courtney2018]

Hi Danny,

You must be talking about the problem with an order that I had with Xheli in 2010 where I ordered a small helicopter tool case with tools inside that was sent in a box barely big enough for the case without any protective packing whatsoever, and upon delivery was so destroyed I had to pry the lid open to get to the tools. Yea, I did eventually dispute the charge after trying for over a month to get up with Xheli to resolve the issue. It was nearly $50 for that tool case with tools which Xheli didn't even bother to pack it properly.

However, I did give Xheli over a month to correct the issue by just sending me a new case. I tried countless times to call, which no one ever answered the phone and the answering machine was always full, as well as email and I eventually got ignored. In the beginning I was told in an email that someone from the shipper would come by and pick up the damaged case, which never happened. If you like I have a record of all the emails that were sent back and forth. I could post those emails for you to read.

So after a month of trying to contact Xheli to fix the issue I got up with my bank to dispute the charge. Why wouldn't I do that? The way Xheli was treating me was every bit like fraud. I paid Xheli good money for a product that was sent to me in a box that was barely big enough to fit the case in without any protection.

At no point did Xheli ever give me any options to fix the problem. They could've send me a case to replace the one that was destroyed due to their own negligence like I had requested from the beginning, they could've given me a small credit to make up for the fact that the case was destroyed to buy something else, they could've given me a partial refund, there's several options they could've offered me, but instead they choose to take my money, and the destroyed case that I sent back to them and ignore me altogether.

In the end, the bank's decision was to reverse the charge. One can conclude from their decision to reverse the charge was because I was being defrauded.

So for that I'm the one that's getting suspended? How am I the bad one in this transaction? Xheli took my money, took back the damaged case that I sent back to them and somehow this is all my fault? How does that work?

[Inverse]

Perhaps relocating this forum to the stolen/ripoff/scammers forum might be a better idea.
I'd love some decent lipos, I don't think I'd ever give hobbypartz any of my cash though.

[courtney2018]

No need to relocate this thread. That issue has been resolved by my bank last year. I'd just like a response to my questions above why I'm the one being blamed for negligence on Xheli's behalf.

[Roblucky13]

It is amazing hobbypartz even started this forum section and then totally ignores it!

[courtney2018]

I just find it odd that they would blacklist me for an issue that was the result of their own negligence. I think it deserves an explanation from them.

[Roblucky13]

Originally Posted by courtney2018

I just find it odd that they would blacklist me for an issue that was the result of their own negligence. I think it deserves an explanation from them.

Good luck with getting an explanation!

[courtney2018]

So do the support staff only visit this forum once a week?

[Roblucky13]

Originally Posted by courtney2018

So do the support staff only visit this forum once a week?

On a good week! Lol

[courtney2018]

If that's the case it's better than the response I got from Xheli a year and a half ago. Nitro Technician "Danny", I would love to get a response from you!

[NitroTechnician]

Hello,

I apologize for the delayed response. Would you happen to have the order number for dispute?

Thank you,
Danny

Originally Posted by courtney2018

Hi Danny,

You must be talking about the problem with an order that I had with Xheli in 2010 where I ordered a small helicopter tool case with tools inside that was sent in a box barely big enough for the case without any protective packing whatsoever, and upon delivery was so destroyed I had to pry the lid open to get to the tools. Yea, I did eventually dispute the charge after trying for over a month to get up with Xheli to resolve the issue. It was nearly $50 for that tool case with tools which Xheli didn't even bother to pack it properly.

However, I did give Xheli over a month to correct the issue by just sending me a new case. I tried countless times to call, which no one ever answered the phone and the answering machine was always full, as well as email and I eventually got ignored. In the beginning I was told in an email that someone from the shipper would come by and pick up the damaged case, which never happened. If you like I have a record of all the emails that were sent back and forth. I could post those emails for you to read.

So after a month of trying to contact Xheli to fix the issue I got up with my bank to dispute the charge. Why wouldn't I do that? The way Xheli was treating me was every bit like fraud. I paid Xheli good money for a product that was sent to me in a box that was barely big enough to fit the case in without any protection.

At no point did Xheli ever give me any options to fix the problem. They could've send me a case to replace the one that was destroyed due to their own negligence like I had requested from the beginning, they could've given me a small credit to make up for the fact that the case was destroyed to buy something else, they could've given me a partial refund, there's several options they could've offered me, but instead they choose to take my money, and the destroyed case that I sent back to them and ignore me altogether.

In the end, the bank's decision was to reverse the charge. One can conclude from their decision to reverse the charge was because I was being defrauded.

So for that I'm the one that's getting suspended? How am I the bad one in this transaction? Xheli took my money, took back the damaged case that I sent back to them and somehow this is all my fault? How does that work?

[fbarcenas]

Originally Posted by courtney2018

If that's the case it's better than the response I got from Xheli a year and a half ago. Nitro Technician "Danny", I would love to get a response from you!

I get slammed all the time for ordering stuff from HobbyKing. At least it all arrives OK and well padded.

Not that I'm a huge fan of theirs either, because when stuff is on backorder it can take months. Just try to get your hands on a Turnigy 9X. I dare you.

[courtney2018]

Originally Posted by NitroTechnician

Hello,

I apologize for the delayed response. Would you happen to have the order number for dispute?

Thank you,
Danny

Hi Danny,
The order was yhst-94582326164583-285753

Thanks!

[NitroTechnician]

Hello courtney2018,

Whenever there is damage that occurs through shipping, we have to file a damage claim with UPS. At that point, it is entirely in UPS' hands and we really have no control over how long the process takes. You filed a charge back before UPS was had completed their process, which is why your account has been suspended.

Danny

[courtney2018]

Danny,
I waited several weeks to resolve the issue with Xheli. Its not UPS' fault that the item was damaged. It was Xheli's fault for not packaging the item properly. The tool box was put in a shipping box barely large enough for it without any protection such as newspapers, bubblewrap, styrofoam peanuts, etc. Its not unreasonable for the customer to expect that the item being bought be packaged properly. In my case it was not. If it had been packaged properly, then yes I would have blamed UPS for the damage and went to them to resolve the matter.

In this case, the item was damaged because Xheli didn't care to properly pack the item. Xheli charged me nearly $15 for this item that could have easily fit in a USPS $5 flatrate box along with bubblewrap to protect it. Instead Xheli choose to skimp out on bubblewrap and make a profit on the shipping. I don't have an issue with that as long as the item is reasonably packaged so that its protected.

In regards to filing a charge back, I waited a reasonable amount of time. If memory serves without looking at emails right now, I waited just over a month to resolve this issue with Xheli. During that time I was told that Xheli filed a claim and that someone from UPS would come by to pick up the case. Twice Xheli told me this. No one from UPS came by. After waiting what I'm sure everyone can agree is a reasonable amount of time (over 1 month), and Xheli not responding to my later emails I went to my bank to file a dispute. In the course of their investigation I learned through them that you issued a RMA for the item. Xheli never sent me an RMA. So I packed the item up and sent it back to you with the RMA clearly listed in the address label as well as on the tool box. My bank told me that Xheli had 60 days to resolve the issue once Xheli was in possession of the tool box. I know that Xheli received the package because I had tracking on it. After the 60 days were up my bank reversed the charge.

So during those 60 days, can you explain to me, Danny, why Xheli choose not to send me a new case, or offer me an alternative to resolve the issue? I would have gladly opted for a partial refund, a new case (which is what I originally asked for), store credit for my next purchase. There's several different options that Xheli could have offered. Instead Xheli choose to ignore me completely.

VISA and MasterCard protects the purchaser from fraud if it truely occurs. I complied with your RMA request. You received the item back and in the course of the investigation Xheli demonstrated fraudulent behavior. It is this reason that my bank concluded that fraud had occured and reversed the charge.

Danny, should I not get what I paid for? Do you not expext to get what you paid for when you buy something? In this purchase I did not. I tried to work out the issue with Xheli. They ignored me. My options were to let it go and be defrauded or let my bank know so that they can do a proper investigation to help resolve the issue. I have no influence over their decision. I simply gave them the information they requested and I have to presume that Xheli also gave them information about this order.

Danny, there are a few questions in this post I would love for you to address. If you can answer them in a way that proves that Xheli did everything that they could to resolve the issue I will drop this matter and not bother Xheli or any of its sister companies again.

Thanks!

[Montfly]

Why keep dealing with these guys? Obviously they don't give a sh>> about making things right, waiting on ups...lame. That and the sheer number of problems listed in this forum alone seems to provide a pretty solid reputation. I have never done buisness with them but from this and countless other posting as well a co-worker dealing with them I wont. Just order your batts from somewhere else even if their a couple bucks more its worth it. IMHO

[courtney2018]

Danny,
I was just checking my emails. I ordered from Xheli on October 5, 2010. Xheli told me that UPS would come by to pick up the tool box, which they never did. However, I gave them and Xheli ample time to resolve the issue. After 5 months of waiting I then turned to my bank to help resolve the problem. I think that you'll agree that 5 months is a reasonable amount of time resolve the issue.

Approximately 4 months after that my bank concluded to reverse the charge. At no point during that 9 month period did UPS ever get in touch with me. I don't know how long it takes for UPS to get in touch with the parties involved, but I'd be willing to bet that it doesn't take 9 months. As a matter of fact, UPS has yet to get in touch with me about this issue. That would lead me to believe that Xheli never contacted UPS at all.

You can blame UPS if you like for not contacting me, but the other fact is that I sent the item back to Xheli with a RMA number. At that point Xheli should've refunded my money. They didn't. This is probably one of the reasons my bank decided to reverse the charge.

So, seeing as Xheli received their merchandise back why wouldn't they issue me a refund? And why would I be penalized for doing so? If that's how Xheli was going to react, why did they even bother issuing a RMA number?

So Danny, if you could explain this as well as my previous post I would really appreciate it.

Thanks!