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Home✈️Aircraft🚁HelicopterCentury Radikal G20-30 N640 Hawk Predator › Heli-World and Century Parts - Questions
01-15-2006 08:23 PM  13 years ago
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Jack Skip

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Abaco, Bahamas

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Heli-World and Century Parts - Questions
Hats off to the Century Reps. They stepped up and very generously offered to send parts needed to get me flying. I PM'd to thank them, but declined the offer as their parts would not have gotten here any quicker.

I got the regular flybar and the heli is flying. Somewhat. The replacement Elevator Lever Set was the wrong one. Also, I still have a number of upgrade parts on "back order".

I have been trying to communicate with Antonia, a (the?) Customer Service Representative at Heli-World to get some answers to my shipping costs and the back ordered items. No luck yet. No response since January 4th, despite a few reminder e-mails to him and CenturyHeli. It took him a whole week before he opened my last e-mail.

Parts are:

HI3032C Elevetor Lever Set
CNTK-065 Toki Piston
CN2210 Quick Canopy Mounts
CN2232 4mm Flybar Upgrade
CN2235 Triple BB Tail Assembly

Questions.

If Century is growing so much, why do they only have one person to deal with Customer Service?

What happens when he is away at a Trade Show in Las Angelos?

Do customer issues get "put on hold" until it is convenient for Heli-World?

Does Century really want to keep us customers?

I was really hoping to get my heli with upgrades flying before my next cancer surgery. That may not happen.
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01-16-2006 12:36 AM  13 years ago
eagleboard

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rio vista ca

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i feel your pain brother.i live about 70 or so miles from century headqarters.im not bashing century helies,i love my new falcon 50,but when i was there president peter chao's porche was parked in my way and his counter rep who sold me the falcon seemed to be suffering from a major hangover.all the accssesories i wanted they didnt have.love there birds but for an of "ASIAN" desent company they really need to get there sh$t together
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01-16-2006 01:31 AM  13 years ago
Al Austria

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Sacramento, CA - USA

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love there birds but for an of "ASIAN" desent company they really need to get there sh$t together
Woah there buddy, no need for such discrimination.
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Home✈️Aircraft🚁HelicopterCentury Radikal G20-30 N640 Hawk Predator › Heli-World and Century Parts - Questions
01-16-2006 04:03 AM  13 years ago
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ez2bgman

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N'awlins, LA

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love there birds but for an of "ASIAN" desent company they really need to get there sh$t together
Woah there buddy, no need for such discrimination.
I second that. What the hell is that suppose to mean anyway. Are you implying that Asian products are inferior?!? I think you need to think before you "speak".

Gary
Hot Girlz in da gallery
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01-16-2006 11:43 AM  13 years ago
Jack Skip

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I don't think we need this. How do I close this?
.
.
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01-16-2006 03:55 PM  13 years ago
avator

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New Jersey

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Jack,
Get use to the poor customer service from Century, I don't think they'll ever change nor do they seem to want to. There have been too many complaints with no apparent action taken on their part to improve.

I took Eagleboard's comment to mean that Asian companies, Toyota, Honda, etc, usually have excellent customer service. That being said, I still think it was an unnecessary comment, but, not necessarily derrogatory. At least I hope not.
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01-16-2006 05:20 PM  13 years ago
Jack Skip

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I also took it that way. That the custmer service was not as good as would be expected.

But I would prefer the focus be on the thread topic, not the comment.
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01-16-2006 06:47 PM  13 years ago
bellecrank

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Canada

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Jack Skip,

May I suggest that the next time there is a major show happening that you try to contact the person in charge of one's personal Customer Relations file in other companies. e.g. someone like Jeff Green from Hirobo, or whoever has replaced Len Sebato from JR/Horizon, or Tim Schoenard from MinAir. You will find they will not be available to you until after the show either.

How do I know? Because I have been in this hobby long enough to have experienced it myself from every other manufacturer. Did I go off and rant and rave about it publically? No. I just waited until they were available and contacted them the following week.
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01-16-2006 09:04 PM  13 years ago
Jack Skip

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Abaco, Bahamas

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Good point. But are you trying to justify not responding since January 4th.

Do you think that no response since January 4th is acceptable?
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01-18-2006 03:04 AM  13 years ago
eagleboard

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rio vista ca

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attn, avator.you took my posting exactly the way i meant it.sorry so harsh guys,im not discriminating.i own a honda for crying out loud.i just want service.
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01-18-2006 03:23 AM  13 years ago
shuttlepilot

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Mullins, South Carolina

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Jack Skip,

May I suggest that the next time there is a major show happening that you try to contact the person in charge of one's personal Customer Relations file in other companies. e.g. someone like Jeff Green from Hirobo, or whoever has replaced Len Sebato from JR/Horizon, or Tim Schoenard from MinAir. You will find they will not be available to you until after the show either.
I have to comment on this. I was raised in a business that dealt with the "public", and have spent a large part of my adult life working in companies that did business with the public. I would say that the above statement does not hold true for 99.9% of any business that depends on joe public to make it's money. Having someone out of the office does not make a good excuse for poor customer service. I guess if you buy something from an individual with a certain company, and that individual is out sick, then you're just SOL......I don't think so. When you buy something from Century, your're not buying from the customer service rep., you buy it from the company. I don't think Jeff Green with Hirobo would think it was acceptable to not get service from MRC/Hirobo if he were out of the office. To make the above quoted statement is an elitist attitude.....the public don't owe any business anything. Come on bellecrank, do you really think business can survive when it bites the hand that feeds it?
Gas is Great
Camper Fuel is Better!!
QWW Helis
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01-18-2006 03:33 AM  13 years ago
Jack Skip

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Abaco, Bahamas

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Exactly why I felt no reponse since January 4th was TOTALLY unacceptable.

Even a small company should have 3 people who can cover a position. It allows for such things as lunch breaks, bathroom trips, sick days, vacations. And even trade shows.

What good would it do to go out and get more business if you cannot service the business you have?

Doesn't service sell products anymore?

With 2 products that are close, service wins out. Simple.

I really do not think there can be that much difference between the major heli brands. So service HAS to be the key.

My 2 cents.
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01-18-2006 03:41 AM  13 years ago
cub2000

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Massachusetts

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I have no problem dealing with them. Whenever there's an out-of-stock item, there's a girl in there who would call me AND email me at the same time stating the out-of-stock item and asked me whether I wanted to proceed without that item or not. Have you tried talking to them by phone? Bashing them on RR won't do much good, raising a racist tone won't help either.

Anywho, I hope Jack gets his parts and gets back on the air soon.
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01-18-2006 05:38 AM  13 years ago
Gearhead

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Vt

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shuttlepilot,,, ""do you really think business can survive when it bites the hand that feeds it?""

LOL

you better take a good look around guy,, every heard of Chevy, or Dodge, or TT, ever heard of wooff & pooff..


Jim
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01-18-2006 11:44 AM  13 years ago
Jack Skip

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Abaco, Bahamas

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Wasp,

Fill me in please. I must have missed something. If 2 vehicles are very close in features, and one has great service, which vehicle do we buy?

I think most helis now are pretty close in features. They all have some good and bad points.

Cub 2000,

I got an email notice "out of stock". For the same order that was short the flybar and the canopy mounts, I got a notice the triple BB tail upgrade was out of stock. Nothing said on the flybar or mounts. But they did not arrive with the other parts.

I am out of country, so calls cost me. But I have made them. I have also emailed, and PM'd. And yes, posted on RR.

I feel I have been branded a trouble maker, and am probably on a few ignore lists. I am just frustrated. 3 people who were to order helis thru me have backed out saying parts problems would be too frustrating. I missed a fly date between Christmas and New Years, which was planned a month in advance.

It is now 1 month 5 days since my oooops. I should have been up in a week, 2 max.
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01-18-2006 01:52 PM  13 years ago
shuttlepilot

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the Wasp

Well, I was raised in a grocery store. Try treating your customers like crap....or when they have a problem with something tell them "I'll get back to you on it".....and never do. Take to weeks to straighten out something that could take a day. Then I want you to see how many customers come back. I'm glad you know so much about business. Do you run one of your own? If you do, how much repeat business do you have? Is your business growing or just stagnant like your attitude?
Gas is Great
Camper Fuel is Better!!
QWW Helis
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01-18-2006 05:41 PM  13 years ago
avator

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New Jersey

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I agree with Shuttlepilot and Jack Skip, but then I'm probably on some ignor lists too.

To the rest of you who insist on coming to the defense of Century's poor performance...

Excuse's do not = customer service.
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01-18-2006 05:46 PM  13 years ago
cub2000

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Massachusetts

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shuttlepilot,
Running a grocery store is different. Unless you live in the middle of no where, your customers can go to the next few blocks and find what they want. If you want to make the customers happy when the suppliers are out, drive the van to a supermarket and stock them yourself. The store-front heli-world sometimes does not have control over the supply load from the manufacture. They can't just drive to the next few blocks and get the helicopter parts to keep you happy. To keep the cost down, most of them are shipped by sea, and it can take months to arrive. I feel bad for Jack that he can't fly for such a long time, but at the same time I want people to understand the business.
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01-18-2006 05:52 PM  13 years ago
shuttlepilot

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Mullins, South Carolina

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Cub,

Dealing with the public.....is dealing with the public. Without communicatioin there are no excuses, I don't care what the business is. My business imports from China and Europe all of the time. You can't lecture me on the arrival time of container ships. Just excuses. If your business deals with importing and long delays from dock to dock, you should take that into consideration when you create your business plan, or modify your business plan. If you have a problem with something, communicate that to the customer. That gives the customer options to go elsewhere for a "gotta have part". They will come back to you in the future simply because you didn't treat them like they are mushrooms(kept in the dark and fed s@#Ht).
Gas is Great
Camper Fuel is Better!!
QWW Helis
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01-18-2006 06:00 PM  13 years ago
Jgiang

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Raleigh, the city in the park.... :)

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most businesses don't have a control over their suppliers nor the shipper, etc.... Most businesses try to restock their parts as it get low to a certain set limit. Sometime the supplier can ship parts to the vendors with a short noticed other time they can not. Even supplier can run out of raw material that they're using to make part too.
Yes, it is very frustrated to wanting on parts, but if the chain of effect then neither one of them have the control over.

not sure about your case. But I always and i mean always have a call from Century when the part is out of stock, back order, or what ever the case may be.

so think of it as a good way of saving you money. Take the time to analyze how you can prevent crashing your heli next time you're flying.

no matter what the business or the owner do, they never sastify the customer.....

It was in the air, but now it's on the ground. :)
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