"Warning: HobbyPartz has terrible support!

TL;DR You don’t need to place an order from HobbyPartz to experience the lack of customer service. The only way to contact them is via chat. They are slow to respond, lie, and are just generally incompetent.

I have spent hundreds of dollars at HobbyPartz and NitroRCX in the past, and have lately been following their deal of the day promotion. I was looking for a new charger, so I was thrilled when http://www.hobbypartz.com/26p-ultimate400-charger.html went 20% off for “Deal of the Day.”

In addition to RC devices, I own 3 electric scooters. I was hoping to find a charger that could charge and discharge the 24 volt and 36 volt batteries that they take. Most HobbyPartz chargers will charge a maximum of a 20 volt lead acid battery, with the exception of a few which will charge 24 volt batteries. I was excited to see the claim of 220 volts maximum for the new Sky RC Ultimate 400, however, upon looking at the images, the charger’s label said 2-20 volt PB batteries. This (and common sense) led me to believe that they accidentally put two 2s in instead of one. After all, it can only charge a 18 volt NiMh battery, but it will supposedly charge a 220 volt PB battery.

HobbyPartz offers online chat support, which allows you to speak to a human much faster than calling them or emailing them. When you chat you have a choice between technical or non-technical support. I chose technical, as in the past I have received more competent support when I chose technical. The chat went as follows
allen: Hi, how can I help you?
Jacob: Hi, can you please confirm that the description of http://www.hobbypartz.com/26p-ultimate400-charger.html is correct and that it will indeed charge a lead acid battery of up to 220 volts? I have some 36 volt batteries I would like to charge.
allen: Yes it can.
Jacob: Even though it says 20 volts on the charger?
allen: Correct.
Jacob: And if it fails, I can return it?
allen: It will charge the battery up to 220v
allen: The unit itself requires 12-18.
Jacob: You will pay return shipping?
allen: Yes you can most definitely return it within the 30 day warranty period. Our policy states that the customer is responsible for return shipping.
Jacob: Alright then.
Jacob: Thanks.

He seemed confident, but I wasn’t about to buy it and deal with the possible hassle of returning it without doing some further research. I posted on their Facebook, and received no response within a few hours, so I decided to chat again. It went as follows.
allen: Hi, how can I help you?
Jacob: Hi, I spoke to you earlier about item 26P-Ultimate400-Charger being able to charge 220 volt lead acid batteries. Can you please confirm one more time that the 20 volt sticker on the charger is incorrect?
allen: That's correct
allen: You do need a power supply however.
Jacob: I have the green power g350 from you guys. Will that work?
allen: Yes most definately.
Jacob: And I can charge a 110 cell PB battery.
Jacob: At 1.81 amps
Jacob: Are you still there?
allen: Correct.
Jacob: Awesome.
allen: Is there anymore question(s) that I can help you with?

In this chat I got confirmation that the sticker on the charger was incorrect, and that it would charge a 220 volt battery using the charger and my power supply. One interesting fact is that the G350 is a 350 watt power supply, which in my case only puts out about 300 watts. There is no way it could deal with a 400 watt charger.

So I continued to do some more research. I found the manufactures site, and what do you know, it said 2-20 volts. I decided to give it one last try. The chat was as followed.

danny: Hello, how may I assist you?
Jacob: Hi, I chatted with Allen earlier about the 220 volt PB batetry maximum of item 26P-Ultimate400-Charger. I have a bunch of other chargers and was wondering how you have modified them , as they come from the manufacture with a 20v PB maximim as seen herehttp://www.skyrc.com/index.php?route=product%2Fcategory&path=20
Jacob: Sorry, battery not batetry.
danny: One moment please
Jacob: No problem.
danny: I'm sorry for the delay. I'll be right with you.
Jacob: Not a problem
danny: I will be right with you.
danny: It will charge up to 220v
danny: It is most likely an error on the sky rc website
Jacob: Can you explain why the label in the picture of the charger says something else, why the video at the bottom of the page says something else, and why it can charge up to 220 volts of PB batteries, but only 15 cells of NiMh? Are you sure it isn't an error on your site?
Jacob: Everything else says 20 volts.
danny: I have confirmed with the lead technician and have verified that it charges up to 220v.
Jacob: Are you confident enough to pay return shipping if it fails?
Jacob: Because of over voltage?
danny: Thank you for waiting. I'll be with you in just a moment.
danny: My apologies, it is 20v.
Jacob: This is my third chat. You checked with the head technician!
Jacob: Look at the first chat!
Jacob:
Jacob: And the second
Jacob:
Jacob: Can I have a coupon for item 75P-T610-Charger which will charge my 24v batteries for the time I spent getting and verifying incorrect information with you?
danny: Unfortunately we do not have any coupon code available at the moment
Jacob: Considering has I not been persistent enough to verify this, you would have had a few dead ones.
Jacob: Sorry,had not has
Jacob: That is absurd. You can make me a one time use coupon code.
danny: Unfortunately I would not be able to do that
Jacob: I have placed a good number of orders. You have special ordered stuff for me before. I know for a fact that I can paypal you guys an agreed amount and have you send an order.
Jacob: Can you transfer me to someone who can then?
danny: Unfortunately I would not be able to do that
Jacob: Strange, you ordered some USB boards for my T6 multi for me and just had me send payment via paypal to @.com.

There is so much wrong with this chat. Let’s start at the top. First of all, I waited 25 minutes for the chat to begin. Second, once it did begin, I had to wait longer, because of danny’s slow replies. Danny says it is most likely an error on the manufactures website, as it will charge batteries of up to 220 volts. Third, and most notably, danny either lied about checking with their head technician or their head technician is incompetent, because he says the head technician says it will charge up to 220 volts. When I ask him if he will pay return shipping when he is wrong, he disappears for 5 minutes, and comes back with the fact that it will only charge up to 20 volt PB batteries! What a shocker!

I then explained that had I not been persistent enough to verify this, they would have had two dead chargers on their hands, so I proposed that I get a coupon for a discount on a T610 which will actually charge 24 volt batteries. It still want ideal, because it won’t do 36 volt batteries, but it was better than nothing. They wouldn’t do it. I posted on Facebook, argued with danny, they just wouldn’t. They changed the error on their site, but I still am not worthy of a coupon even though I saved them from getting broken chargers back from me.

And finally, after posting all of this on Facebook, Roger from NitroRCX was nice enough to inform me that it WILL charge up to 220 volt lead acid batteries."

"I must admit, I was very apprehensive when I read all the bad reviews for this company, AFTER I order my charger. But I was plesantly surprised when everything went very smooth. I got my charger at a very good price and in the time I expected. I have done business with them before and haven't had any problems, but that's been a while ago. I will shop with HobbyPartz again!"

"They are the worst website to buy rc parts.

I'm outside from U.S.A. But nothing can justify follow:

-They took 6 days, yes, six days to send merchandise.

-In order, at checkout, i selected Priority Email. When i finally recive shipping confirmation, i put code to USPS and, for my surprise, the shipping method shown was First Class Mail (the cheapest shipping method without tracking, but i've paid more). I've tried contact with hobbypartz support and nobody answer.

Stay away from this site.

Excuses for poor writing english."

"I ordered a Hobbywing 60a ESC, Flysky FS-GT3B transmitter, an extra Flysky receiver and a Solar Servo. When the packaged arrived. To my surprise it was 2 Lipo batteries and a Lipo Bag.
Their Terms and Conditions are not customer friendly since even though they admitted it was their mistake, I would have to pay return shipping on the wrong items before they can send me what I initially ordered.

Bottom line with Hobbypartz/Nitrorcx.com, they have good prices, but if they make a mistake, the customer still ends up paying for it in either time or money.

Never again will I buy from them."

"Order for camera and battery submitted early March; credit card was charged immediately; order never arrived (it's now mid-June). Hobbypartz will not answer phone, rejects faxes, will not respond to e-mails. Refund requested--no response."

"I don't normally leave multiple reviews for a company, but since HobbyPartz has gotten so many negative reviews, I thought I'd help bring their rating number up a bit. I placed my third order with them, in less than 5 weeks. Each order has gone without a hitch, and shipping has been delightfully fast. I just like the way these guys do business. I had to return one item on my last order, and I got a prompt refund, and I didn't have to call to pester them for it. The only downside is trying to get them on the phone is impossible. The online chat works, but you will have a long wait, but they do eventually respond. Keep up the good work guys, and try to get your phone support situation ironed out."

"worst place ive delt with, my remote i bought off them has been glitching, There support system sucks you get one response a day, so dont plan on getting an answer sortly, here is my experiance:

My remote is glitching in the neutral position. I have tried three different speed controls, still the neutral glitching. I have tried to re bind the transmitter and the receiver and still no luck. Any suggestions or a return possible? I really appreciate your help thank you guys



Beau cooper
User
Posted on: 14 May 2012 02:09 PM
this is what its doing. this is both my videos. one with a stock associated brushless system, and a novak super sport system

http://www.youtube.com/watch?v=ybf0Ghn-fUY

http://www.youtube.com/watch?v=k_Scxewfr18



Michael Raiden
Tech Manager
Staff
Posted on: 14 May 2012 06:22 PM
May I have your order number please?




Beau cooper
User
Posted on: 14 May 2012 08:32 PM
I HAVE AN RMA NUMBER OF 1235636, I DO NOT HAVE MY ORIGINAL ORDER # I DONT KNOW IF THAT HELPS.



Beau cooper
User
Posted on: 14 May 2012 08:44 PM
> I HAVE AN RMA NUMBER OF 1235636, I DO NOT HAVE MY ORIGINAL ORDER # I DONT KNOW IF THAT HELPS.
I THINK THAT RMA NUMBER WAS FROM THE SAME ORDER.



Michael Raiden
Tech Manager
Staff
Posted on: 15 May 2012 04:24 PM
I'm sorry but this order contained a Hobbywing combo only. I do not have anything else on file regarding the radio system, sorry. What email was used to place this order?




Beau cooper
User
Posted on: 15 May 2012 04:51 PM
It would be ****@****... Beau Cooper



Michael Raiden
Tech Manager
Staff
Posted on: 16 May 2012 01:23 PM
Was this order back in April of last year?




Beau cooper
User
Posted on: 16 May 2012 01:40 PM
Yes that Date sounds about right it's just been sitting in my Garage . I finally Got a brushless car and it started doing that. Doesn't seam to do it on brushed motors



Michael Raiden
Tech Manager
Staff
Posted on: 17 May 2012 05:47 PM
I'm sorry but this order is out of warranty. The only way to determine the cause is if you had another GT3B system to figure out the problem.




Beau cooper
User
Posted on: 17 May 2012 07:30 PM
Nice answer, "buy" another piece of junk to figure out the problem with your first piece of junk.... This answer deserves negative reviews. I just wish it didn't take three days for you to tell me that.



Beau cooper
User
Posted on: 17 May 2012 07:33 PM
Nice answer, "buy" another piece of junk to figure out the problem with your first piece of junk....This answer deserves negative reviews. I just wish it didn't take three days for you to tell me that.
Not even a trouble shooting offer or anything , "let me help you trouble shoot" nothing what a great company."

"WHAT JOKE THIS COMPANY IS I ORDERED A ITEM ON MAY 2ND AND AS OF TODAY MAY 9TH MY ITEM THAT IS IN STOCK STILL IS PENDING THEY TOOK THERE MONEY AND NEVER SHIPPED . I WAS GIVEN TO DIFFERENT ORDER NUMBERS AND A TRACKING NUMBER . HAVE BEEN TOLD BY CUSTOMER SERVICE WHEN I GET AHOLD OF THEM THAT MY ORDER HAS A- SHIPPED ALREAD OR B- WILL BE SHIPPING OUT TODAY AND I WILL RECIEVE A TRACKING NUMBER ????? I WILL NEVER DO BUSSINES WITH THIS COMPANY EVER AGAIN . THEY ARE THE WORST PEOPLE TO DEAL WITH THIEVS IF YOU ASK ME . SO MUCH FOR ORDER SHIPS IN 24 HOURS AND TAKES 4-5 DAYS TO RECIEVE MOR LIKE A MONTH TO PROCESS AND A YEAR TO SHIP IT SEEMS "

"I ordered a FlySky FS-GT3B transmitter and 2 extra recievers.
I received the 2 receivers only and did not receive the transmitter. Every attempt I made to contact them via phone/e-mail/online chat is useless. They do not respond to e-mails, they do not answer the phone, and their online chat is broken. After fruitless attempts to contact them, I had to file a claim with my bank. My bank issued me a full refund after their representitive gave my bank a phoney tracking number going to Florida, I live in Illinois. My bank is now going after their credit card processor for the full refund.
As a side not, the investigator informed me of a tool I can use to determine the legitamacy of online merchants.
Simply do a "Domain whois" search of their web address.
If their website is registered as private, then that means it is probably a less than legitimate business and has something to hide."

"I ordered a bunch of stuff from HobbyPartz.com. 23 hours later they sent me an email stating that one of the items was not in stock and asking if I wanted a refund or to wait until it was in stock. I immediately replied that I would like a refund on the out of stock item, but please ship the rest. I also placed an order for a different item to replace the out of stock item. I saw that the first order was still on hold and sent another email asking them to please ship it ASAP. No response from any of my emails, and both my orders are sitting in their system with no action. I called customer service and the phone just rings. It has been almost a week since I placed the first order. I wonder if they are going under. I would not buy from them again!!!"

"Ohhh... Hobbypartz. Ive ordered about every rc electronic i run from hobbypartz excluding the motor and esc. The batteries they offer are just amazing for the price they offer them for. Then the wide range of different types products they have is impressive. They've got servos that have 80oz-in to 400oz-in for under 30$ with metal gears!!! Chargers that range from being able to charge 1-4 lipos at different rates, times, and amps. Remotes that offer 1-10 Model memory, and with prices that everybody can afford. Esc's that offer 10amps to 150 amps. A 300-400$ system is a 200$ system on hobbypartz. Ive got the Fs-gt3 a 2.4ghz remote that has served many trips. 3 Flawless Gens Ace lipos. An Ac6 thunder charger that can get hot but never quits.

Overall hobbypartz is a great place to shop for your hobby. Im a supporter for life."

" I ordered a battery charger that they showed as being in stock but it wasn't. Hobbypartz sent me an email telling me I could wait until it was in stock or I could have my money refunded. I told them I wanted a refund. I have emailed them 3 times and told them I wanted a refund instead of waiting until they re-stocked the item.

As of now I have not received an answer. I have had good luck with them on 2 or 3 other orders but this one will be my lasdt if this is how they run their business."

"Ordered the wrong batteries, my fault. Sent emails to customer service to get an RMA number. No reply. Company ships in a timely manner most of the time. This order took over a week to ship. I'm not sure why there was a delay. Mediocre experience overall."

"Terrible the camara I ordered is junk from China won't work. Their support line is all ways busy and I can't get aconnection on the chat support. What a rip off. no way to get a refund I guess I just screwed."

"Excellent place to do business with. they process quick and no surprizes when you get your order."