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2018-06-03
5/5
Great service
"Normal processing is up to 7 days, but when I asked in email to expedite due to urgency, they shipped it next day !"
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2016-09-29
3/5
Incompetent to conduct business
"I ordered a Taigen RC tank. It came with multiple damages, definitely not caused during shipping. It was incompetently refurbished. I paid for a refurbished, not a damaged item. Opened RMA, sent them all pictures and explanations, and they insist I send it back so they can try fixing it again. I presented to them other alternatives, because they want me to pay for shipping, which would be expensive due to weight. They don't want to work with me on any other options and keep hiding behind "policy" claiming I have no other option but ship it back for them to fix (or break even more).
Their customer support is amazingly bad. It usually takes 20 min to wait for someone to pick up the phone, and then they either put you back on hold indefinitely, transfer to some voicemail, or disconnect. And the times I was able to get through, most of the time the support people weren't very nice or helpful, and Katie L. (who turns out to be their supervisor) is very ignorant and arrogant. Stay away from hobbytron if you value good business.
Edit after resolution:
It was a pleasure to work with Sheena on resolving this matter. We've agreed to a partial refund to cover cost of the damaged parts.
As long people like Sheena work there, who care about their customers, Hobbytron may not be that bad. Giving it back 2 more stars. My confidence in the company is stronger, but they still need to improve the first level customer support team."
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