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Helicopter
e-
Century Radikal E640 - Swift 16 NX
› Shame on me, Heli-World
05-06-2005 03:19 AM  12 years agoPost 1
PetSketch

rrApprentice

Stormville, NY

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A number of months ago, I decided that I would never order from heli-world again due to this very same issue. Shame on me!

I've been flying the T-Rex a lot lately and have laid off the HB. Due to recent rainy weather I was flying the hummer inside and as is my m/o, crashed! No problem, I thought ... let me rebuild the hummer with new parts where needed. I logged on to heli-world without thinking and ordered over their minimum for free shipping. I added just a few extras to get to that threshold. I don't like being within $10 of free shipping.

Next day there is an email that says that one parts is out of stock and asking me if I wanted to WAIT or ship the in-stock parts now (and pay for shipping) and then ship the b/o part (and pay for shipping) when it is in stock.

I was furious and wrote an email suggesting that Heli-World had better ship what they have in stock now (with free shipping) and then ship the b/o'd part for free when it comes in. I made the email ATTN to Red Nylander and I commend him for leaving a voicemail to me. Unfortunately he said heli-world policy would not allow that (although they honored it the last time).

1 - Heli-World needs to get their webmaster to redo their site to indicate items out of stock.

2 - They need to revisit their policies! They just don't understand that one post like this (with much agreement from others) has more power than ten times the color advertising they do here will add to their ROI. Sad! From my orders alone, they've lost a whole lot more profit than the cost of shipping. DUH!!!!

3 - Mind you, this is not about the few $'s to ship, this is about principal!

They just lost a customer forever! Plus they just got this bad press (which I promised them that they would get). I know they are an advertiser here, but I think the truth still needs to be known. They have no clue as to what customer service is all about and I think they will eventually die due to that. I just wanted to warn the newbies here. I know that the oldies here already know all this.

Thanks for letting me vent ------- and beware, there are
helicopter businesses out there that DO believe in customer satisfaction! SHAME ON ME for going against my better judgement and returning to order from Heli-World!

<>< Jim


<>< Jim

"My wife is definitely a saint"

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05-06-2005 03:28 AM  12 years agoPost 2
Brueheli

rrApprentice

Avon Ohio

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Me too!

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05-06-2005 03:59 AM  12 years agoPost 3
steve9534

rrKey Veteran

yakima, wa.

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Jim;

I'd agree it would be nice to have a system that would indicate what's in stock. Unfortunately, most of the other heli web sites I've seen don't have this feature, either. They do state somewhere that the free shipping is only for orders of $50.00 or more of in stock merchandise. It seems a bit unfair to criticise them for doing exactly what they say they will do. Especially when they sent you an E-mail asking you whether you wanted the in stock items and pay for the shipping for an order that fell below the minimum and when the minimum is only $50.00. The others require at least a $100.00 minimum or don't have free shipping under any circumstance. If I were the owner of Heli-World and saw a post like this, I'd probably be hoping you didn't order again. steve.

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05-06-2005 04:04 AM  12 years agoPost 4
PetSketch

rrApprentice

Stormville, NY

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Steve

Thanks for the feedback. Almost every other heli site I order from does have an "out of stock" indication. I can name them if you wish.

BTW, they do not ever have to worry about me ordering from them again! I hope they are as happy about that as you think they will be.

INDEED ..... God DOES Rule!!!!

<>< Jim

"My wife is definitely a saint"

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05-06-2005 04:15 AM  12 years agoPost 5
2LTime

rrKey Veteran

Walworth,NY

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I don't think you can really criticze them for not giving you free shipping. If they say it is on in stock items than that's what it is. I really doubt they're making enough money to cover free shipping on a small order and than when the backorder comes in ship that free also. I bet they'd be close to paying you to take the part.

If you don't want to order from them because they're website doesn't show stock status, that's one thing. I also don't order from places that don't show stock status. I once ordered from another shop with no status indication and ordered enough to get to the free shipping. They didn't have some of it and shipped out the rest. They charged me shipping. I never even got an email.

Jeff

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05-06-2005 06:50 AM  12 years agoPost 6
genovia

rrElite Veteran

N UR NECK OF DA WOODS

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Not too long ago, I ordered parts from Heliproz, because Heli-world was out of stock on OS .50 parts. Parts I needed to repair my engine. I wanted to experience rebuilding my engine, instead of buying a new one. The overall cost of my parts that I ordered was above the free shipping promotion.

When I received the package, I wasn't charged for shipping, but the most important piece that I needed shown in my invoice as b/o item. Thought nothing of it, because I know it will arrive and I am not anal about it. I did not call nor I received one from them.

4 days later my piston ring came in, I bought 3 just in case.... God o'l mighty I was charged shipping. I thought of writing about it here and post my evidence, but after thinking about it. Free shipping only pertains to stuff in hand and to the items that was sent out.

I called them, and I had a good conversation with one of the sales team and he made me understand their policy, same policy that Online Hobby Stores structures and base their business upon.

Big names such, as Century. I don't think will devalue a costumer for in business you will see Giants that carries brand names, these bussiness has their devils advocates and loyal friends. So, I wonder. Why do they continue to stand in business? They stand because folks, that likes the products, supports the products and advocates will provoke and stain a good reputation.

Dear friends, as the old saying goes. "You can only fool one person, in one time" So, in real bussiness, I guess there is no monkey bussiness, and a policy is a policy. All is writen in fine prints.

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05-06-2005 12:55 PM  12 years agoPost 7
rerazor

rrElite Veteran

Mich.

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Genovia your comments have to be taken with a little bias.

Buss 101: "It cost seven times more money to get a new customer than it does to keep your current ones".

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05-06-2005 01:40 PM  12 years agoPost 8
sbalder

rrApprentice

Brighton, Michigan

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PetSketch,

I don't necessarily agree with your dissatisfaction with Heliworld on this, as I have had similar experiences with them and it hasn't bothered me.

I do wish that Heli-World and Rick's would list stock status on their websites. If there is something critical that I need, I will call first to find out if it is in stock and physically on their shelf waiting to be sold.

-Steven Balder

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05-06-2005 03:35 PM  12 years agoPost 9
genovia

rrElite Veteran

N UR NECK OF DA WOODS

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Genovia your comments have to be taken with a little bias.
I may sound like it, due the fact that I work in Heli-World, that what ever I post will sound like I am protecting Heli-World. Naturally, my opinion did not state favoritism, but a share of my experience and opinion.

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05-07-2005 01:25 PM  12 years agoPost 10
JuanRodriguez

rrProfessor

The Villages, Florida

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An easy way to avoid these types of problems is to place your order by phone and ask if ALL the parts are in stock.... specially on the "critical" items you need ASAP .....

I did just that on some parts ordered for a YS 4cy motor.... Had the parts been "out of stock", I would have moved on to the next vendor....

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05-09-2005 01:48 AM  12 years agoPost 11
Brueheli

rrApprentice

Avon Ohio

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Geez
I think I will pay for long distance to be put on 15+ minutes of elevator music (on Hold). Then I will be further irritated by conversing with someone who seems perturbed that I even called. My dealing with century healing has been nothing more than agonizing (except for Genovia). Why go there in these high tech times? You would think in this computer literate times, a well organized company would have an inventory program that could be accessed by there customers.

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05-09-2005 04:54 PM  12 years agoPost 12
PetSketch

rrApprentice

Stormville, NY

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Some businesses truly care about their customers and some just don't. My dollar will now only go to those who do care. It takes awhile to find out who they are on both sides, but RR has a wealth of information on the personal experience of many on the forum. I would definitely advise anyone who is looking to first-time purchase from a vendor, do a search here. It's surprising what you'll find ... both good and bad.

<>< Jim

"My wife is definitely a saint"

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05-09-2005 08:01 PM  12 years agoPost 13
Century Heli

rrApprentice

CA. USA

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Bruehel: Geez I think I will pay for long distance to be put on 15+ minutes of elevator music (on Hold). Then I will be further irritated by conversing with someone who seems perturbed that I even called. My dealing with century healing has been nothing more than agonizing (except for Genovia). Why go there in these high tech times? You would think in this computer literate times, a well organized company would have an inventory program that could be accessed by there customers.

You can always call the toll free number: 1-800-686-8588 and we are working on a new system to provide live inventory updates as well as other improvements to the website. It is not as simple as you'd think it is. An offline system synched with the online system and making sure all your products are updated in the new system takes quite a bit of time. Please bear with us as we are working as fast as we can to provide this service to customers.

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05-09-2005 10:55 PM  12 years agoPost 14
rerazor

rrElite Veteran

Mich.

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You guys can desgin complex flying machines but using inventory control software is hightech?? I think not.......

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05-09-2005 11:45 PM  12 years agoPost 15
Century Heli

rrApprentice

CA. USA

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We're a R/C helicopter manufacturer, not a software company

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05-10-2005 03:49 AM  12 years agoPost 16
PetSketch

rrApprentice

Stormville, NY

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I can't believe I'm doing this ...

I'm a Director of S/W development for an IT department in a large firm, and Century is correct ... it is a lot more complex than one might think to accurately integrate inventory to an online website ... at least to do it correctly. I'm pleased to learn that Heli-World is taking stock of the comments here and doing something about it. That's encouraging!

HIFIRC.com is now selling Century parts with inventory controlled ordering. He who snoozes, looses. My orders are going to them now.

Keep up the good work with your efforts to get into the 21st century, Heli-World, aka CENTURY (20th).

I can't believe I'm defending them ... I started this negative thread.

<>< Jim

"My wife is definitely a saint"

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05-10-2005 01:51 PM  12 years agoPost 17
rerazor

rrElite Veteran

Mich.

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So "shopping cart software" is very difficult to implement?? Yahoo small bussiness supplies it free of charge when using them as your website hosting firm. It just seems if other websites have this ability that Century should be able to implement it also. I can understand the transition might be a little difficult but in the end it wold benefit them and the consumer.

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05-10-2005 02:26 PM  12 years agoPost 18
midwestpilot

rrElite Veteran

Crystal Lake, IL

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shopping cart is not

inventory control...it is just an interface to order product and is not inherently connected to inventory levels. Strict controls need to be implemented, This is a difficult task.

So go start your Yahoo business and see how the interface knows how many widgets you have in your garage...cause it wont.

In life there is no spacebar!

Rich Erikson AMA 6175

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05-10-2005 03:12 PM  12 years agoPost 19
rerazor

rrElite Veteran

Mich.

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Yes , I understand the information would need to be entered somewhere down the line (i.e. production, shipping etc..) for it to work. I'm not bashing Century for not having it i just think it would be a benefit for them.

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05-10-2005 08:52 PM  12 years agoPost 20
sbalder

rrApprentice

Brighton, Michigan

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I can tell you that if I placed an order based on an item showing in stock on a web site and it turned out to be out of stock it would piss me off more than having to call someone to see if it is in stock in the first place.

Having an online inventory is challenging and I don't blame a company for being slow to develop it and implement it the correct way.

I used to be a technician at a large car dealership. While I was there we had a shipping clerk who didn't know he was supposed to check parts into the computer and a crooked Body Shop manager who was secretly returning sold parts into the computer system. This screwed up our inventory to the point where we lost sales because in-stock items showed as out of stock and we hurt customers by promising them out of stock items our computer showed as in-stock.

To have a good online perpetual inventory requires not only the infrastructure to deliver it over the web, but also the management discipline to maintain it properly.

-Steven Balder

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Helicopter
e-
Century Radikal E640 - Swift 16 NX
› Shame on me, Heli-World
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