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HelicopterMain Discussion › Horizon Hobby vs Futaba Customer Service
11-29-2007 02:43 PM  9 years agoPost 1
ChopperDude

rrApprentice

Austin, TX

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Crashed my scale ship, destroyed the cases of both my Futaba 401 gyro and my Spectrum Receiver. Mailed both to be repaired...Futaba charged $30 plus shipping back to replace the plastic case which seems pretty steep to me.....Horizon replaced my Spectrum Receiver with a brand new one in the box with NO CHARGE and even payed the shipping back.....what a comparison in customer service.....just wanted to thank Horizon Hobby in a public forum...Bill

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11-29-2007 02:57 PM  9 years agoPost 2
mbfjr

rrApprentice

Lawrenceville, Georgia

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Thats what I call customer service! Thats above and beyond, good to know Horizon is taking care of the end users.

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11-29-2007 03:02 PM  9 years agoPost 3
montarok

rrKey Veteran

Brooklyn, NY

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I guess futaba feels they have the market cornered.

------------------------------------
www.carifuna.com

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11-29-2007 03:05 PM  9 years agoPost 4
Ted Toth

rrElite Veteran

Myrtle Beach S.C.

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Same here Horizon has great technical support

and has replaced defective parts no charge on my JR Helli's

.

You don't stop laughing because you grow old, you grow old because you stopped laughing.

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11-29-2007 03:29 PM  9 years agoPost 5
buzzsaw

rrElite Veteran

Southeast USA

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Chopperdude,I could not agree more with ya!This is the reason I am all JR/Spectrum now.

SkySpy Aerial Video

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11-29-2007 03:42 PM  9 years agoPost 6
sstrieg

rrNovice

red lion,pa

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horizen

i.ve had good luck with horizen also on tech stuf and repair

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11-29-2007 03:44 PM  9 years agoPost 7
Spitfire_mk5

rrKey Veteran

Canada

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Exactly parellels my experiances too, Horizon is great. Futaba is a rip-off.

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11-29-2007 03:49 PM  9 years agoPost 8
GVpilot

rrNovice

Denver, CO

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I sent 3 recievers to Futaba, and told them they were in crashes and to repair and test. They repaired on and recased all three for no charge. I had to pay for the shipping.

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11-29-2007 03:50 PM  9 years agoPost 9
Eury

rrProfessor

Dover NH

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Come on, you didn't send in defective equipment, you sent in stuff that you smashed in a crash, you shouldn't expect free service. Yes, Horizon gave you free service, but that shouldn't be expected nor seen as the norm when you destroy your stuff. Faulting Futaba for charging you for that repair is just wrong. I've received great service from both.

Nick Crego

Citizen #0168

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11-29-2007 04:13 PM  9 years agoPost 10
Jag72

rrProfessor

South of Boston

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I agree fully..Futaba Customer Service BLOWS!

I just sent a 9251 servo in last week to Futaba for repair and they want to charge me 80$ plus shipping(10$) to fix it? The servo failed after only about 15 flights and the part that failed had nothing to do with a crash..

I explained to them that JR ALWAYS takes care of their customers very reasonably...they then responded to me and offered me a brand new 9251 for 85$ plus 10$ shipping...which is still a joke...the servos sell at Tower for 100$ new...

I expected a much better deal...

I am very disappointed in Futaba's Customer Service...

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11-29-2007 04:22 PM  9 years agoPost 11
Mutt

rrKey Veteran

M ca usa

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I have never had a issue with futabas customer service jr now thats another story years ago I had some serious issues with horizon on a warrenty issue since then I have had good service from then I think the guy that was giving the hassle is no longer there. I will add in one more radio south I wont send nothing to them again talk about a joke. I am glad others had good service from them but I havnt.

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11-29-2007 04:25 PM  9 years agoPost 12
jrvander

rrVeteran

Camp Foster, Okinawa japan

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GV-1 sensor

My favorite experience with Hobby Sevices is when I had a GV-1 sensor go bad. It was a poor factory soldering job where the wires meet the board; I've read that lots of people have had this issue. Futaba wanted $35 plus shipping to service it! LOL! I could get a new one for that!

My second favorite time is when I wanted to know what their HD switch was rated to. No one could tell me anything other than what was copied from the Tower website. The "tech" didn't even know the correct wire ga.

A guy who used to fly at our field was a Futaba rep and he got fantastic service however. Hmm....

- Jon

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11-29-2007 04:36 PM  9 years agoPost 13
fly4d

rrApprentice

The waters

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Horizon is #1 for customer service,
They repalced my gyro, for free!
It was dead because of a crash.

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11-29-2007 04:41 PM  9 years agoPost 14
baddynergy

rrElite Veteran

sierra madre, ca- usa

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Interesting, I had a 611 amp sent in to hobby services 2 months ago. I had trashed it in a crash. Destroyed the LCD and severed all the wires that came out of the case. Got it back 2 weeks latter with MY check in the box. They repaired it for free and paid for shipping back.

**Unattended children will be givin a shot of espresso and a puppy**

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11-29-2007 05:34 PM  9 years agoPost 15
ARMSMASTER

rrVeteran

spokane, wa

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Sometimes it all depends on who gets your package. One tech may replace\repair your item at no charge, the next guy may charge you for the service. I will say that Horizon has been a little better as far as their repair service. I have never had any issues. Of course I do not fly futaba or use futaba equipment. I mostly use JR gear. Just grew into JR stuff. Never saw a reason to change.... Nothing wrong with futaba, just a matter of preference.....

Life is like a box of chochlates!

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11-29-2007 06:50 PM  9 years agoPost 16
rchelichop

rrVeteran

seeya

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Can you believe it, I crashed my heli a few weeks ago and customer service sold me parts to fix it, horrible.

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11-29-2007 07:12 PM  9 years agoPost 17
Trooper Sam

rrVeteran

Perris, California - USA

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I sent the following items to Hobby Services a couple of months back:

14MZ, with cracked touchscreen
601 with 9251, bought used, for checkup
9256, crashed, needed repair
9253, for checkup
Three R5014DPS receivers for checkup

The 14MZ, which was out of warranty, and I told them so, was fixed for FREE. They also performed complete maintenence, including new pots, parts of external casing, and calibration and cleaning for free.

They replaced all of the wiring and reinitialized the 601 and 9251.

They repaired the 9256.

They checked out the 9253, and nothing was required.

The checked out all three receivers, replaced antenna on one.

The total cost for all of those items was about $80, return shipping included.

They'll continue to get my business. Their treatment of my 14MZ was enough to convince me of that.

Trooper Sam

We do not do this to save money, we save money to do this-TheRickster

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11-29-2007 07:16 PM  9 years agoPost 18
ChopperDude

rrApprentice

Austin, TX

My Posts: All  Forum  Topic

I didn't mean to say that I expected it to be free. I was just trying to give Kudos to Horizon Hobby. I do think $30 to repair a broken case is a little steep, that was my point...thanks, Bill

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11-29-2007 07:22 PM  9 years agoPost 19
DS 8717

rrProfessor

Here wishing i was somewhere else

My Posts: All  Forum  Topic

I sent a 10X transmitter for some new plastic pieces(battery cover,module housing,broken switch,and memory battery replacment)this trans is 8 years old.I also sent in a defective 8417 and they replaced it for free.I sent in a 8700 servo that they repaired.I also sent in a 5000 gyro with a bad sensor which they replaced. I also sent a reciever that had the antena replaced and a new crystal installed and tuned.All this was $51.34 with shipping.

YOU ONLY LIVE ONCE..IF YOU LIVE IT RIGHT THATS ALL YOU NEED

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11-29-2007 08:28 PM  9 years agoPost 20
n808

rrVeteran

Seattle, WA - USA

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I sent my crash damaged (dead) Futaba 9650 servo for repair, the case was ripped open by the flybar paddle strike. I included the money to pay for inspection/estimate. I did not include a receipt even though the servo was only a few months old, since I did not expect crash damage to be covered.

Hobby Services sent me timely e-mails with the status. Then they sent me back a new servo, free of charge, no questions asked. My check was not cashed.

I recently asked Horizon Hobby about a warranty issue via their online form. No one ever replied. Others have luck calling, so I guess that's what is needed to get Horizon's attention.

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