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HelicopterClassifieds - Feedback Mediate › Kontronik AFTER SALES SERVICE ISSUE...
01-26-2012 08:19 AM  6 years agoPost 1
billiano

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Greece ,Patras

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Ready Heli & Kontronik REALLY BAD AFTER SALES SERVICE...
Dear Friends

I decided to make a gift to myself.
It was a TDR heli.
I got a Helijive 120HV and a Pyro700-52 for it.
The problem that I have is that my motor never run or spooled up
properly.

After 2-3 sec of spooling the motor was stopping like it is magnetically trapped.

So after speaking with Ready heli (from which I got Pyro)I sent it to Germany(Kontronik)
at 12th January 2012 both motor and ESC.
I got them yesterday with the service report that everything is fine without further details.

After many attempts I was not able to set the motor.
So I got a friend's motor hooked up to make a test.
Enjoy and let me know what can I do now?
Are they thinking that we are fools or only good to pay?

Watch at YouTube

Now I know that is not my problem.

Esprit Model Flight Team
Kasama Srimok 90N FBL
TDR Rigid 90

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01-26-2012 11:19 AM  6 years agoPost 2
Wave

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The "test" was not really identical.

One motor was run outside the heli while the other was run in the heli.

Is it possible your throttle lead is picking up noise from the motor and causing it to respool like that ?

Try taking the motor out of the model and do a side by side test with the other motor.

Edit: What is that wire cage like thingy wrapped around the base of the motor ?

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01-26-2012 11:25 AM  6 years agoPost 3
epc2

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Try your motor outside the heli too ,you can then find out of there's something in the heli (rx,esc cable etc) that's causing the problems.

RH has one the best if not the best Customer Service in the hobby, contact Bryan I'm sure he'll help you.

epc2.

Team My Wallet.

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01-26-2012 11:41 AM  6 years agoPost 4
Dr. D.

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Kontronik motor and heli
I would love to know what happens when the motor is tried outside the heli like the other motor. It is the only obvious difference in the test conducted and apparently it worked correctly at the Kontronik service dept. Agree with Wave that the metal cage around the motor may be the problem.

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01-26-2012 11:42 AM  6 years agoPost 5
esmoglo

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Florida USA

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Ella good luck I hope you get your motor/ESC fixed. RH customer service is way overrated and I don’t find them to have excellent service at all.

Ugly can be fixed stupid is forever!

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01-26-2012 11:54 AM  6 years agoPost 6
billiano

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I told you that it runs well on other motors.

It does the same on the heli or on the bench outside the heli

Esprit Model Flight Team
Kasama Srimok 90N FBL
TDR Rigid 90

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01-26-2012 12:38 PM  6 years agoPost 7
Justin Stuart (RIP)

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Lots of other people are running that metal TDR heat sink, so I don't image it would be causing any problems. Besides, it is made out of Aluminum which is not ferromagnetic.

Kontronik has lots of high tech testing equipment at their factory, and since you are in Greece, it would probably be cheapest (and easiest) to pull that motor out of your TDR along with the ESC and send it back to Kontronik Germany. This video will probably allow them to diagnose exactly what is wrong.

I wouldn't bother sending anything back to ReadyHeli. I don't believe they have any testing equipment. They are just a reseller of Kontronik products.

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01-26-2012 12:40 PM  6 years agoPost 8
billiano

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Initially tested without load out from the heli.
Afterwards with load in the heli.

The metal cage is heatsink for the motor.
About the noise .....no way with 2,4G period.

I simply try to understand kontronik's attitude.

Esprit Model Flight Team
Kasama Srimok 90N FBL
TDR Rigid 90

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01-26-2012 01:56 PM  6 years agoPost 9
Phaedrus

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About the noise .....no way with 2,4G period.
This is not an accurate statement. 2.4 is susceptible to certain kinds of internally generated noise. Noise from poor connector contacts, wires rubbing frames, bad switches, failing servos, etc. have all been shown to cause issues with 2.4. It is simply incorrect to think that 2.4 is immune to any and all kinds of internal interference.

Not sure if that is you issue or not. But if the motor works fine outside the heli and does not work when installed, then I will bet that there is something in the installation causing the issue.

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01-26-2012 02:40 PM  6 years agoPost 10
504Rone

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New Orleans, LA.

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Quite a few ppl.habe been having problems with the heli jive.
.

NO FLYBARS

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01-26-2012 02:43 PM  6 years agoPost 11
Nycatt

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New York

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I would also have to say to install the motor and then conduct the test. If you put a load on it and it happens again I would have to question the esc. Good luck and please keep us posted.




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01-26-2012 03:46 PM  6 years agoPost 12
haha

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Woodstock,GA

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if i were you ,i would go after those guys until they replace you a new motor. you pay a premium price for a premium product but it turned out to be crappy . So just contact them again. GOOD LUCK

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01-26-2012 04:43 PM  6 years agoPost 13
ReadyHeli

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Jupiter, FL

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Just a bit of clarification on this matter from RH's standpoint.
Not to debate right or wrong, i wanted to shed some light on this particular instance.

Bill purchased the Pyro motor from ReadyHeli in November 2011. Ready Heli has had 0 correspondence in regards to any issues with his merchandise until yesterday, January 26th 2012. The only reports of Kontronik issues Bill had, were a forum post regarding his HeliJive 120 which Fredrik Melin explained would be quicker for him to send it directly to Kontronik.

Bill had an issue with his Pyro motor, in which he decided to contact Kontronik services directly in Germany (we had no idea of this issues up to this point).

His warranty was handled directly by Kontronik Germany and they returned his items directly back to him in Greece.

When Bill called our service department on Wednesday the 25th, it was the first time we had heard of any issues with his motor. He was rather upset, and i we can truly understand this. However, with Bill handling his warranty directly with Kontronik Germany, he would now have to continue working with them, as the new issue is sourced directly from the Germany head quarters.

While Bill could have returned the motor back to Florida, he expected ReadyHeli to instantly send him a new motor. Unfortunately, we have protocol with warranty services, and items that cannot be tested in Florida for defective issues, must be returned to Germany for diagnostics. Since Bill resides in Greece, he would have had to return it to Florida (added expenses), wait for us to return it to Germany under Kontroniks service agreement, wait for it to be sent back to Florida, then back to Greece. This turnaround time would be over 1 month to get a warranty replacement and back into Bills hands.

The fastest, most efficient way to get Bills issues handled, would be for the Manufacturer, who's on the same continent, to handle the servicing which they provided to him directly. He is still more than welcome to return it to Florida, but again, we provided him with the fastest, cheapest route possible for the issue he encountered to be rectified.

We do understand the frustration in the matter, truly. We are the USA’s Kontronik distributor. We are not a repair center, or have the authority to proclaim a product ultimately defective without communication with Kontronik Germany. Once we did hear from Bill on the phone yesterday, we instantly emailed Kontronik to see if we could assist him by sending him a replacement motor directly, and him returning the bad one to Kontronik (even though we did not notify Bill that we were still trying to assist his matter, regardless of the phone conversation he had with Richard on the phone).

We will always do our best to accommodate all our customers’ needs to the best of our ability, and it's a shame that Bill believes that we personally have bad after market support on our products, which is not the case.

- Bryan RH

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01-26-2012 04:52 PM  6 years agoPost 14
w.miller

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jenks, OK

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I had a jive go bad and I shipped it Monday got a brand new one Friday. I love readyhelis service.

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01-26-2012 05:04 PM  6 years agoPost 15
esmoglo

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Florida USA

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Bryan,

I have personally email you guys at RH at least 5 times reference my account login not working not one response from RH….so I just stopped buying from you guys. Not sure if your system tracks customers emails accurately but I can attest to the subpar customer service I have received from RH. Glad to see RH is attempting to help Bill with the problem at hand it’s certainly a step in the right direction.

Ugly can be fixed stupid is forever!

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01-26-2012 05:06 PM  6 years agoPost 16
billiano

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This the final outcome and the reply from Kontronik.
Thank you Kontronik and Ready Heli.
__________________________________________________________________
Dear mr. Fourkiotis,

We followed your discussion about a KONTRONIK service issue and are very sorry for the inconvenience you are facing.

In order to bring this issue to a good end we suggest the following:

You return the motor back to us. In parallel we will send a brand new motor (PYRO 700-52) to you. For customs reasons we will include an official invoice into the package.

As soon as we received your returned motor the invoice will be completely credited. In order to minimize costs on your side we will include a 20.00 Euro gift certificate.

Again, we kindly ask you to excuse the trouble and are looking forward to hearing your opinion about our suggestion.

This year’s KONTRONIK booth at International Toy Fair in Nuremberg will be again in hall 7A, booth B-169

Kindly regards

Hans-Jörg Hägele

Technischer Support | Technical Support

Telefon +49 7457 943532 · Fax +49 7457 943590

hj.haegele@kontronik.com

______________________________________________________________________

That will relight my faith...
Thank you all and pls excuse my ,any offensive remarks.

Esprit Model Flight Team
Kasama Srimok 90N FBL
TDR Rigid 90

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01-26-2012 05:25 PM  6 years agoPost 17
Nycatt

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All this proves is one thing..... You have to post videos and expose responses you receive from companies. Then they start worrying about losing business and give in to the customer. I'm glad to hear everything worked out for you Bill.




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01-26-2012 05:37 PM  6 years agoPost 18
Santiago P

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South West, Ohio

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EDITED
As a new Kontronik user Im glad to see it resolved.

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01-26-2012 05:45 PM  6 years agoPost 19
Justin Stuart (RIP)

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If you watch this video, you'll get an idea of what the Kontronik factory is like.

Watch at YouTube

If the Kontronik technician tested the motor and found it to work well, then it must be some strange anomaly that is not easily replicated. But it's not like Kontronik lacks the proper equipment to diagnose issues. Perhaps this issue was intermittent and that's why it slipped past them?

As for ReadyHeli, they are a reseller of lots of different products. From Mikado to Kontronik to Shape to Align. They specialize in having lots of products in stock all of the time, and they do a great job of shipping those products to you as quickly as possible. But ReadyHeli has to work within the confines of the warranty rules that the manufacturers give to them. This means that the ReadyHeli response to a Kontronik issue will be different than the ReadyHeli response to a Mikado issue. This is because Kontronik and Mikado provide ReadyHeli with different warranty/exchange rules. But one thing is for certain: If you email ReadyHeli, Bryan (or someone else working with Bryan) will get back to you with an answer in a couple of hours--even on weekends or at night.

Avant RC
Scorpion Power Systems
Thunder Power RC
Kontronik Drives

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