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HomeOff Topics › Rick's RC Helis - a not too bad experience
05-08-2005 10:12 AM  13 years agoPost 1
chipichape

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Ron just contacted me and it seems that this issue will be solved now. Thanks!

Chip


Hi,

Before you start throwing stones on me, I must admit that I had several flawless deals with Rick's before. This time however something went wrong - honest mistake I would say, not worth to be mentioned here.

The reason of this post however, that they keep ignoring my complaint, do not response to my e-mails and gave no feedback how they want to settle this issue. Since I am outside of the US, I have no other choice but publicity to claim my ordered parts or my money back.

The story briefly:

I ordered some items for my helis on 04-April 2005 and the very same time I specified UPS International Express as shipping method. There was an e-mail exchange on 05-April 2005 to clarify an additional item when I again re-confimed the delivery method (UPS).

They charged my credit card on 06-April-2005 with 201 USD :

06/04/2005 04/04 RICK S R/C HELICOPTERS 201.810 {60.420} US

The problem is that despite of my order, they shipped the package with US Post instead of UPS International Express.

Now (US Post partner) Kuwaiti Post (a very unreliable service) delivers to PO Boxes based on ZIP codes.
Couriers such UPS deliver packages to (business) addresses, hence no P.O.Box nor ZIP codes are required for them.

Consequently a package sent to an address intended to couriers but via standard post is normally being returned (or lost) by the Kuwaiti Post due to the lack of P.O.Box and ZIP code.

I had received a USPS tracking number from Rick's on 11-April 2005 upon my inquery about the package (UPS should deliver by that time) and reported the mistake back to them on the very next day.

They first offered on 15-April, 2005 to re-send the package - which is the proper action from their end IMHO.

Yet, despite of my confirmation and several inqueries, they have not send the package since that time (this is more than 3 weeks now!).

Instead they responded on 29-April 2005 only, claiming that they were checking something with the local post office(???).

Since that they do not respond to my e-mails even I had requested them to either ship the items as ordered (via UPS) or refund my money.

I am stuck here - since I am now in Kuwait, I cannot do anything more to claim my money back. Seems I have to write off that 200 bucks.

The most disturbing fact is however not the money. I choosed Rick's and UPS International Express hoping for a fast and proper delivery. I am grounded for 5 weeks now due to this issue. The temperature is rising, soon the flying season will be over due to the summer heat...

I attached herewith the whole correspondence for your reference, some might wanna advice, where I made the mistakes if any


Chip

PS: I suggest reading the below from the bottom-up to get the whole picture...
-----Original Message-----
From: Kozsil Rudolf
Sent: Saturday, April 30, 2005 9:24 AM
To: 'Customer Service'; 'ron@ronlund.com'
Cc: 'nathan@ronlund.com'
Subject: RE: Your Rick's R/C Helicopters Order #33842 - customer complaint - very dissapointing service, prompt charge, failed delivery, solution not offered!
Importance: High

Karen, Ron,

I do not see how the local post office came into this picture?

The facts are:

- I put my order into your system ONE MOTNH AGO!
- I did specify the PROPER SHIPPING METHOD (UPS International express) during my order
- I did re-confirmed the very same shipping method by e-mail
- you did charged my credit card immediately

-> yet you shipped the order in a different way (USPS) - hence the
-> package is lost...(might be returned to you at a later time, but no
-> guarantee knowing the reliability of the Kuwaiti Post)


I must admit that I am very disappointed with your services this time - this is very different than my previous experiences with you. I am grounded for one month now although I turned to you and choose a rather expensive shipping option to get the parts quickly!


Anyway, please do either:

- send me the package AS ORDERED and PAID (with UPS international express) by 02.05.2005

or (if you cannot fulfill your part):

- please cancel the order and refund my money to my credit immediately!

Your cooperation is appreciated.

Best Regards,

Rudolf

-----Original Message-----
From: Customer Service [mailto:customer_service@ronlund.com]
Sent: Friday, April 29, 2005 1:27 AM
To: Kozsil Rudolf
Subject: RE: Your Rick's R/C Helicopters Order #33842 - customer complaint!

Rudolf,

I am checking with our local post office to see what can be done.

Karen
Rick's R/C Helicopters

-----Original Message-----
From: Kozsil Rudolf [mailto:Rudolf.Kozsil@siemens.com]
Sent: Monday, April 25, 2005 5:04 AM
To: Customer Service
Cc: nathan@ronlund.com; ron@ronlund.com
Subject: RE: Your Rick's R/C Helicopters Order #33842 - customer complaint!

Dear Karen,

Kindly update me what has happened with my wrongly shipped order, which is pending with you for a month now. I turned to Rick's because I expected a quick and accurate delivery, but this story is getting really frustrating now.

Kindly confirm whether you can send the package as ordered (via UPS International Express) and when can I expect it.


Thanks indeed and Best Regards,

Rudolf Kozsil

-----Original Message-----
From: Kozsil Rudolf
Sent: Wednesday, April 20, 2005 10:46 AM
To: Customer Service
Cc: Kozsil Rudolf
Subject: RE: Your Rick's R/C Helicopters Order #33842 - shipping problem!

Dear Karen,

Can I have some update (or a UPS tracking number). I initially turned to Rick's and selected the UPS delivery because I need the parts urgently.
It is getting really frustrating sitting around and waiting for the parts for 3 weeks now.

Thanks indeed and Best Regards,

Rudolf

-----Original Message-----
From: Kozsil Rudolf
Sent: Saturday, April 16, 2005 9:03 AM
To: 'Customer Service'
Subject: RE: Your Rick's R/C Helicopters Order #33842 - shipping problem!
Importance: High

Dear Karen,

I have not received the order, and I hardly can see any chance to get it. The reason is that the Kuwaiti Post (very unreliable BTW) delivers to PO Boxes based on ZIP codes. Couriers are delivering packages to
(business) addresses, hence no P.O.Box nor ZIP codes are required for them.

In this case you sent the package to an address intended to couriers but via standard post, consequently it is normally being returned by the Kuwaiti Post due to the lack of P.O.Box and ZIP code.

Please re-send the package with UPS International Express as initially requested.

Your kind cooperation is highly appreciated.

Best Regards,

Rudolf

-----Original Message-----
From: Customer Service [mailto:customer_service@ronlund.com]
Sent: Friday, April 15, 2005 9:51 PM
To: Kozsil Rudolf
Subject: RE: Your Rick's R/C Helicopters Order #33842 - shipping problem!

Rudolf,

Have you received this order? Please let me know. I can re ship this order if you think that there is no possible way to receive this order.

Thanks,
Karen
Rick's R/C Helicopters

-----Original Message-----
From: Kozsil Rudolf
Sent: Tuesday, April 12, 2005 12:46 AM
To: Customer Service
Subject: RE: Your Rick's R/C Helicopters Order #33842 - shipping problem!

Dear Karen,

USPS?!?

I specifically asked for a UPS International Express shipment, which was also selected as shipping option during the order (ref. below)!

The given address is for couriers (like UPS) only. Since there is not ZIP code included, the Kuwaiti post will simple return the shipment upon arrival to the country (and I have no way to intercept the package).

Kindly advice...

Thanks and Best Regards,

Rudolf

-----Original Message-----
From: Customer Service [mailto:customer_service@ronlund.com]
Sent: Monday, April 11, 2005 7:18 PM
To: Kozsil Rudolf
Subject: RE: Your Rick's R/C Helicopters Order #33842 - additional item

Rudolf,

The tracking number for this order is ER782588085US. You can track it at http://www.usps.com. Please let me know if you have any questions or concerns.

Thanks,
Karen
Rick's R/C Helicopters

-----Original Message-----
From: Kozsil Rudolf
Sent: Sunday, April 10, 2005 5:52 AM
To: Kozsil Rudolf; Customer Service
Subject: RE: Your Rick's R/C Helicopters Order #33842 - additional item

Dear karen,

Could you provide the UPS tracking no., so I can follow up with them?

Thanks and Best regards,

Rudolf

-----Original Message-----
From: Kozsil Rudolf
Sent: Tuesday, April 05, 2005 8:28 AM
To: 'Customer Service'
Subject: RE: Your Rick's R/C Helicopters Order #33842 - additional item

Karen,

Ok, please send the package with UPS.

Best Regards,

Rudolf

-----Original Message-----
From: Customer Service [mailto:customer_service@ronlund.com]
Sent: Monday, April 04, 2005 9:14 PM
To: Kozsil Rudolf
Subject: RE: Your Rick's R/C Helicopters Order #33842 - additional item

Rudolf,

I was able to add this part to your order. However, we are missing the parts TET4322FT and (2)402523. I am going to drop the missing parts from your order and ship the parts that we do have. Please let me know if you have any questions or concerns.

Thanks,
Karen
Rick's R/C Helicopters

-----Original Message-----
From: Kozsil Rudolf
Sent: Saturday, April 02, 2005 6:41 AM
To: customer_service@ronlund.com
Subject: RE: Your Rick's R/C Helicopters Order #33842 - additional item

Dear Sirs,

Please add one CX10-04-501 - X-SPEC VERTICAL FIN (BLACK) if available.

Thanks and Best regards,

Rudolf Kozsil

-----Original Message-----
From: customer_service@ronlund.com [mailto:customer_service@ronlund.com]

Sent: Saturday, April 02, 2005 3:34 PM
To: Kozsil Rudolf
Subject: Your Rick's R/C Helicopters Order

Thanks for your order. This is an automated reply.


We will do our very best to fill your order completely and on time.

Occasionally we are out of stock on an item. If we have a problem, we will try to call or email you.
Please check your email frequently in case we need to contact you. If there is a problem, we will call the phone number you provided, or email
you.

When your order is actually invoiced, shipping charges will be added. We charge only what UPS and the Post Office charge...no more, no less. Even though the total here does not show shipping, you will be charged for shipping.

Thanks again,
Rick's R/C Helicopters

Order Number:33842
Placed : 04/02/2005 04:34:03 PST

Ship To: Bill To:
xxxxxx xxxxxx xxxxxx xxxxxx
xxxxxx [email]xxxxxx@xxxxxxx.xxx>xxxxxx@xxxxxxx.xxx>xxxxxx [email]xxxxxx@xxxxxxx.xxx xxxxxx [email]xxxxxx@xxxxxxx.xxx>xxxxxx@xxxxxxx.xxx>xxxxxx [email]xxxxxx@xxxxxxx.xxx
+965 xxx-xxxx +965 xxx-xxxx

xxxxxx-xxxxxxx xxxxxx-xxxxxxx
Gulf Investment Corp. (GIC) Bldg., Jaber Al-Mubarak St. - Block 4 - 1st Floor, SharqGulf Investment Corp. (GIC) Bldg., Jaber Al-Mubarak St. - Block 4 - 1st Floor, Sharq
Kuwait Kuwait not used Kuwait Kuwait not used
KW KW

Code Name Quantity
Price/Ea. Total
------------------------------------------------------------------------
-------------------
414104 414104-FREYA CENTER HUB 1
$35.20 $35.20
2500044 2500044-BEARING 8 X 16 X 5 1
$15.66 $15.66
2506020 2506020-WASHER 5 X 10 X 1 1
$2.55 $2.55
402523 402523-BEARING HOLDER ZXX 3
$5.50 $16.50
CX10-00-005 CX10-00-005 - MICRO RIDGE DAMPENER KIT FREYA/X-SPEC V2
1 $49.95 $49.95
TET4322FT TET4322FT - STOPCOCK THREE WAY WITH FILTER 1
$18.25 $18.25
TET4421 TET4421 - TETTRA FUEL LINE PLUG (3) ALUMINUM 1
$3.50 $3.50
TET4427 TET4427 - FUEL DOT 1
$8.95 $8.95
OSMG2691 GLOW PLUG OS #8 4
$5.00 $20.00
Shipping: International Express
UPS: $0.00
Sales
Tax: $0.00
------------------------------------------------------------------------
-------------------

Total: $170.56

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05-08-2005 11:23 AM  13 years agoPost 2
darrens

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United Kingdom

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If I were you I would forward this to your credit card company and they should pick it up on your behalf.

He who dies with the most toys is the winner!

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05-08-2005 11:40 AM  13 years agoPost 3
chipichape

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If I were in the US, I would do that....

Chip

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05-08-2005 12:03 PM  13 years agoPost 4
Luckylandings

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Oregon USA

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I'm not sure what's going on over at Rick's lately. I ordered a set of silver CF 3D fins and a SILVER R90 horizontal fin mount. When I got my order, it was the right fins but with a GOLD R50 horizontal mount.
So I paid for a long distance phone call and told them I had ordered a silver R90 mount and that they had sent me a gold R50 mount. The lady on the phone told me to send the gold one back and she had a silver one in her hand. She would send it out that day. So atleast they were willing to make things right.. But 3 days later I get a box from them and guess what's inside? A 2ND set of silver fins!
They dont even sell gold fins! I was very clear on my end of things. I called again but had to leave a message. Never got a returned call! My guess is they didn't have the part I ordered so they sent the fins again. Both the fins and the mount were the same price of $30. And I can use the fins anyway, so I just let it be after the 2nd mistake. I am not saying they wouldn't have made things right. But I would hesitate to order from them again after messing up such a simple order not once but twice!

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05-08-2005 12:21 PM  13 years agoPost 5
chipichape

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Well, I wanna keep the call as last option as the international rates would cost me additional 30-40 bucks for sure (2 $ a minute).

Anyway, if they do not respond to my e-mail, what better I could expect over the phone...

Chip

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05-08-2005 02:01 PM  13 years agoPost 6
BarracudaHockey

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Jacksonville FL

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I've never dealt with Karen. I'd try to get hold of Nathan directly he always fixes me right up.

Andy
AMA 77227
http://www.jaxrc.com

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05-08-2005 02:16 PM  13 years agoPost 7
hoverman

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Temecula,California

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there are always to sides to a story and i'll wai to hear Rick's side then decide what i want.


Big John

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05-08-2005 02:50 PM  13 years agoPost 8
dave

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Virginia

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If you are having problems with contacting them this previous week, it may be because that Ron and Nathan are at the May Day Fly-in at Sulphur, LA. Usually, when this happens to me a phone call will do, and I understand about those international rates. What I will do is send Nathan a email for you on this end. They monitor this forum fairly well, and hopefully we can get this resolved.

daveed

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05-08-2005 03:04 PM  13 years agoPost 9
chipichape

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there are always to sides to a story and i'll wai to hear Rick's side then decide what i want.
Actually I want the same- as I have not received any response to my e-mails for a while. BTW I have addressed my last e-mails to all of them, Karen, Nathan, Ron - yet to receive any answer

However, if my problem would be fixed here, I would happily blame MS for communication mismatches
If you are having problems with contacting them this previous week, it may be because that Ron and Nathan are at the May Day Fly-in at Sulphur, LA.
Well, I am having problem contacting them for the last 3 weeks - might be they were busy with the preparation to Sulphur however. Yet, the shop is open, Karen supposed to be there

Chip

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05-08-2005 03:09 PM  13 years agoPost 10
dave

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Virginia

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I sent that email to Nathan. Hope it helps. Yes, someone should be manning the phones.

daveed

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05-08-2005 03:15 PM  13 years agoPost 11
chipichape

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Thanks Dave. I hope they fix me up now...

Chip

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05-08-2005 07:27 PM  13 years agoPost 12
Luckylandings

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Oregon USA

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I am not saying they wouldn't have made things right. But I would hesitate to order from them again after messing up such a simple order not once but twice!

Good luck Chip...

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05-09-2005 06:34 AM  13 years agoPost 13
chipichape

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Good luck Chip...
Thanks.

I would not say don't order from them - previously I had several deal with them without issues. When I reported the shipping problem, they indeed offered to re-send the package - that time I tought they were cool - after all mistakes may happen.

However it was 1 month ago and they failed to re-send the package or come up with some sort of explanation why they are doing so. This what is really frustrating.

I just hope it is really related to some sort of communication mishaps and not that they think I would walk away if they ignore me long enough


Chip

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05-09-2005 11:35 AM  13 years agoPost 14
wolfdad

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Southern Maryland

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Chip,
I would wager that Ron will be involved in this immediately and that things will be worked out in your favor. This is indeed a mess and you are to be commended for expressing yourself the way you have. Knowing Rick's and Ron, this is a collection of unfortunate events and they (Rick's) will make it right for you.....they always do.

If you find yourself in a position where you feel you have to call, please call and ask for Ron or Nathan. I know the overseas rates are attrocious and that, on top of your already spent money, this is adding un-needed expense. That, having been said, I think that once Ron is made aware of the situation, you will be taken care of.

Good luck and keep us posted,

wolfdad sends...

"There are those who have...and, those who will" IRCHA #2117, AMA #70068, Turbine Waiver #105

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05-09-2005 12:56 PM  13 years agoPost 15
chipichape

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I just received the below e-mail from Ron:
Rudolf,

I'll tell Karen that I'll be handling this problem from here on out. Tell me what the best thing we can do for you from now forward would be. I'd like to get past this and would only ask that you provide a shipping address that is not a PO box, or, if you just want a refund, that you let us know if the parts ever do show up.

Ron
Seems that I will be fixed up from now on

Apparently there was some misunderstanding with PO Boxes - still not clear as I never give them any PO Box address.

Anyway, I have asked Ron to just re-send the package to the initially given address via UPS so looks like my case is back on track.

Thanks for all the help.

Best Regards,

Chip

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05-09-2005 03:30 PM  13 years agoPost 16
Luckylandings

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Oregon USA

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SWEET!

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05-10-2005 02:33 AM  13 years agoPost 17
dave

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Virginia

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I knew there had to be a viable reason. Thanks for keeping your cool. Ron and his crew are great.

daveed

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05-10-2005 08:16 AM  13 years agoPost 18
chipichape

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I just got the tracking number, so my package is with UPS now.\

Consequently this topic can be closed now.

Chip

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