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Other › Heads Up: Medusa BEC's in/out wires labeled backwards, caused major damage !
01-27-2007 04:07 AM  10 years agoPost 21
seflyer

rrApprentice

Northern California, Palo Cedro

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i to am in the market for a bec for a lepton project, looks like i will be searching for a viable alternative. this is very bad customer service

My heli is right side up -- the world is upside down

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01-27-2007 04:12 AM  10 years agoPost 22
BisonFlyer

rrKey Veteran

Winter Garden, FL

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i will be forwarding this post as a mass email to all the members of both clubs i belong to as a warning against medusa products. i suggest everyone who reads this and is disgusted at their responses to do the same. in just my 2 clubs alone there are well over 200 pilots who will hear about this. if everyone else does the same they will lose exponentially more in future business than it would ever have cost to make the situation right in the first place.

Art Hughes
SAB Heli Division~Byron Fuels~Mikado V-Team~Scorpion~Pulse~Xpert Servo~Kontronik Drives

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01-27-2007 04:54 AM  10 years agoPost 23
TrexRookie

rrKey Veteran

San Francisco, CA

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If I remember correctly, there was an an RR user that had a question about the medusa 28-32-3400 motor... apparently there was a BIG difference in performance from his old motor and his new one and he wanted to know why.... well, they never responded.. although they make great products, their customer service is mediocre, at best... kinda sad...

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01-27-2007 05:08 AM  10 years agoPost 24
dav_bon

rrApprentice

Hervey Bay, Qld, Australia

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A classic case of it where it will cost them much more in lost sales and bad publicity.
I have a number of their BEC's but I will not use them again if thats the way they handle their mistakes.
They should have gone out of their way to make amends with you.
I would believe they would have to be responsible if something has been labelled incorrectly.
Keept the thread alive and let more people know.
How many people on RR now ?
600 x lost sales. They tell a few each.....
David

3DMP, MP XL-E, Logo 14, JR 9X2

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01-27-2007 05:23 AM  10 years agoPost 25
HELILAB

rrApprentice

Sunny Miami Lakes, Florida 33016

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bad customer service

It took Medusa over 2 months to replace a foulty bec, When I received the new one in the mail I had already forgot about it.Will never buy anything from them (very bad customer service )

Mario

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01-27-2007 07:30 AM  10 years agoPost 26
MRI

rrNovice

Fall River, MA

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“… they should call all vendors and issue a recall …”
A notice about the mislabeling was recently posted on various web sites and forums after we verified there was a problem with the labeling.
After an internal review we found that only a handful of 3.5A BEC’s were affected.
A recall was not necessary because the instructions clearly indicate how to properly connect the BEC.

“… I didn't read the instructions …”
The BEC has a 3 pin JR type connector on the output (to receiver)
and tinned wires on the input (to battery).
If the label fell off you could still connect it correctly, especially if you read the instructions.
If there are ever any questions or concerns, a phone call or email would answer them.

“I was kind of surprised at their lack of sympathy and support..”
Not so, we were very sympathetic for we never like hearing about crashes or damaged parts.

“I had hoped Medusa would help me … but no dice.”
Not true, that is a total fabrication for we offered several of our products, free of charge, for setting up his new TRex 600 but the offer was declined.

“I did add connectors to both ends of the wires …”
Yes, he added a JR style 3 pin connector to the tinned wires that should have been connected to the ESC connector,
which he indicated in the draft he sent to us that he said he was going to post:
“…I use small black connectors instead of the larger red connectors (Dean's)…”,
and not as reflected in any current pictures or posting.
In doing this, the BEC had identical connectors on both wires.

"... Customer Service ..."
We at Medusa stand behind our customer service.
There are lots of customers, prospective customers, and non-customers who
can testify to the great support and service that they have received from us
and that we always strive to provide. We try to help anyone who calls or emails us,
even if the questions or problems are not related directly to our products.

Regards,

MRI

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01-27-2007 08:27 AM  10 years agoPost 27
filtvet2

rrApprentice

Norway

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Well - I still think you should pay for the damage. The label is clearly reversed. And hire a guy who can read next time.

There are alternatives, eg the Ubec....

Thor

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01-27-2007 09:03 AM  10 years agoPost 28
dav_bon

rrApprentice

Hervey Bay, Qld, Australia

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Its one of those times when those of us in business must weigh up what it will cost to make good to the customer against what it will cost in bad publicity.

The picture showed the label on reversed, that would be your fault in my book.

Also I am not sure how prospective customers can testify for your good customer service.
If they are prospective then they are yet to be your customer and therefore cannot know what your service is like.
Although if they have been reading this then they might have a good idea.

3DMP, MP XL-E, Logo 14, JR 9X2

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01-27-2007 04:18 PM  10 years agoPost 29
Rick_H

rrKey Veteran

Boulder City, Nevada

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MRI

Blaming the Customer publicly for something that is clearly a mistake on your part caused by mislabeling is one sure way to quickly get a reputation and a bad name.
You really need to save your Name and Reputation by recalling the mislabeled products and paying for Any damage this mislabeling has caused.
You stated that there were only a handful of these mislabeled products released, is it really worth tarnishing your reputation and loosing customer loyalty for only a hand full of products.

Rick

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01-27-2007 04:40 PM  10 years agoPost 30
AGRAV8

rrProfessor

Mosquito Coast......Houston Texas

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I'll add to that

The original issue is clear, and the responsibility seems even more so.....
This is NOT an inexperienced model builder, and NOT someone that whines and pines for sympathy at having troubles. I've known Randy for several years, and if HE thinks that the origin of the problem he has was caused by the product YOU manufactured (and have found duplicate defective units in your stock as well) then I don't see where you have any room to argue it out. Now, you have a much more serious problem on hand, and one that MAGNIFIES ITSELF every time a potential customer OR someone that KNOWS A POTENTIAL CUSTOMER reads this thread is compounding your ability to make a smooth, SMART resolution.
MY suggestion, and you can take it or leave it..... is to contact Randy and make restitution on the components that were damaged by the negligence caused by your product.

GOOD guy list-39, BAD guy list-0

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01-28-2007 01:00 AM  10 years agoPost 31
SUB RAPTOR

rrApprentice

Galway Ireland

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AGRAV8
Randy cut off the jr plug that was the load side and put the battery connectors on to it, if he had been paying attention to what he was doing he would have thought hey whats the plug doing on this side and had a look in the instructions and spotted it. Very simple and he claims to be an electrical engineer but if I was his boss and saw this this post I'd be getting worried.
As you can see from my profile I'm an electrician and if I cut a plug top off something and then wired it up wrong, the first thing my boss would ask did I read the instructions, and if I said no I think my paycheck would have a nice chunk gone out of it.
And the pics that he shows are very careful not to show the ends of the leads ie plugs/no plugs, even the one with the multimeter.
I don't mean to be rough but thats how I see it.

Conor
"My piloting skills are proof that gravity does exist."

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01-28-2007 05:15 AM  10 years agoPost 32
TrexRookie

rrKey Veteran

San Francisco, CA

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Randy cut off the jr plug that was the load side and put the battery connectors on to it, if he had been paying attention to what he was doing he would have thought hey whats the plug doing on this side and had a look in the instructions and spotted it.
needless to say, the BEC was MISLABELED.... instructions or not, the label that is RIGHT ON THE PRODUCT can often lead to confusion, especially if the damn thing is telling you opposite of what you read.... how many times do you hear about manufacturers not updating manuals/tech sheets? And granted Randy had the instructions manual.. what if he didn't have the instructions with him? Let's say he got it from a friend that lost the instructions... what then? Or somehow the instructions were accidentally left out of the box when it was packaged... Bottom line, there's no excuse for mislabeling the product. The instruction manual cannot be the excuse for their mistake. There could be a hundred reasons why a customer wouldn't have the instructions to refer to, whether they lost it or otherwise...

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01-28-2007 05:44 AM  10 years agoPost 33
rotory

rrApprentice

Los Angeles

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MRI

Your level of ignorance as to what is good for your own business/reputation is unbelieveable. This is absolutely, without a doubt your fault due to the mislabled product. I always read the instructions very carefully the first time I install or assemble any product, not the 2nd, 3rd or forth ...time. Any veteran knows that in this hobby you are always modifying and matching your equipment for better results and what is more basic than connectors? We don't need instructions, we just check our work against the lables and we're done.
Let me share this with you;
About 7 or 8 years ago, while hovering inverted an older Ergo, the muffler broke off at the seam and bounced off of the blades. After a panic landing, the heli had suffered damaged skids, nicked blades, tail boom and spindle. After a phone conversation and having received the damaged goods, JR replaced all items. I love JR and swear by the name. I have recommended JR with full confidence in their integrity ever since.
Also;
About a year ago, I decided to replace the case of a Futaba 401 gyro that I used for training students. I had glued a cover to the gyro to protect it from getting soaked in the fumes since it was mostly used for hovering practices. I couldn't get the cover removed without damaging the case hence the need to replace it. I must have damaged the gyro during the process because, it wouldn't work afterward.
So, I sent it to Futaba and explained that it was at least a couple of years old (out of warranty) and the fact that I some how damaged it during the case replacement. GUESS WHAT? To my surprise, they repaired it free of charge. They don't know it but a few of my direct students(older and new) and their friends have gone to purchase a total of 9 Futaba 401s during the last year, due to my strong recommendations based on my true belief in the companys policies and services.
Undrestand that, Futaba didn't become Futaba just because they have good products. Their winning ticket is their amazing customer service.
There are a lot of good products out there on the market but only a select few become JR or Futaba. Both have gone beyond the products warranty to reach their level of success. If you had any idea what you have cost yourself in the long run...
I am not in a level to be sponsored by any company. I only some times get kick backs from the LHSs and only recommend what I totally trust. From what I've seen here, I could never recommend you with good conscience. You are not dealing with some one who is trying to get some thing for nothing, this is not a slippery slope, YOU MISLABLED and if you act like this, you're a fad today and gone tomorrow.
This hobby is very specialised and a close net community where word of mouth and the companys integrity is the bottom line, I can guarantee you of that. I hope this sheds light on the way you deal with lakespinner2. I don't know him, but he seams like a customer who liked your product. Be more than a product. Don't loose the likes of him(your future) because of a new employees mistake.

bob

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01-28-2007 06:58 AM  10 years agoPost 34
Ali92124

rrApprentice

San Diego, CA

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Randy cut off the jr plug that was the load side and put the battery connectors on to it..
From the MRI response it sounds like he did not cut the original jr plug, but added another jr plug to the side that goes to the source battery (instead of using a dean connector). With both ends having the same connector, it is not possible to tell which is the source or load other than by looking at the label. At least that is how I read it.
PS. while I dont think it is a good idea to have the same type and gender of connector for load/source and relying on the label. This is not the issue at hand. The label was wrong, Period!!! If they dont want people to rely on the label to determine which side is the source/load, they shouldn't have put it there!!!
---
Ali

I dont need no stiiiiiinkin signature.

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01-28-2007 06:58 AM  10 years agoPost 35
dav_bon

rrApprentice

Hervey Bay, Qld, Australia

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Well said Bob.
Notice the view count is now over 700. Thats alot of guys who have now heard of this.
David

3DMP, MP XL-E, Logo 14, JR 9X2

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01-28-2007 08:40 AM  10 years agoPost 36
BisonFlyer

rrKey Veteran

Winter Garden, FL

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i cant believe the balls MRI has coming on here and defending their customer service in a situation like this. at least we all know what a classless company we were dealing with in the past, and we ALL know not to do any more business with them in the future. brilliant business management.

Art Hughes
SAB Heli Division~Byron Fuels~Mikado V-Team~Scorpion~Pulse~Xpert Servo~Kontronik Drives

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01-28-2007 10:33 AM  10 years agoPost 37
junyang

rrNovice

Singapore

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They just lost a customer from 10000 miles away. And many more when i spread this around at the field.

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01-28-2007 10:59 AM  10 years agoPost 38
Furious Predator

rrProfessor

Kitchener, Ontario, Canada

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They just lost a customer from 10000 miles away. And many more when i spread this around at the field.
I second that!!

Shawn
Team Leisure-Tech
Team HelixRC

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01-28-2007 01:40 PM  10 years agoPost 39
Learn to Fly

rrKey Veteran

Yalesville Connecticut

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DIRECTIONS!!!!

Even if he added the plug...he should have READ THE DIRECTIONS!!!! I read the directions twice before applying power.(I went to school for Electronics engineering too!!no degree)

IT CLEARLY SAYS which wires do what, they are color coded.!!! Even if the label is backwards, the directions would have told you different.

So you brain farted...it happens to everyone.

Im sorry you smoked your stuff, but I still think your at fault.

Just my opinion.

Jeff


Jeff
Believe nothing you hear, and half of what you see...

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01-28-2007 02:03 PM  10 years agoPost 40
switch26

rrKey Veteran

San Jose

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unbelibable,how easy they just want to wash their hands off,i cant belive they want to fix the problem by sending you another,after this i wouldnt trust their product,i'd say sue them and post this in every forum on the net,i wont be buying from them thats for sure

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Other › Heads Up: Medusa BEC's in/out wires labeled backwards, caused major damage !
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