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07-31-2007 07:40 PM  13 years ago
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Rockohaulic

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Canyon Country, CA, USA, 3rd Rock from the Sun

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Align Customer Service - What do you think?
I had a defective Tail Drive Gear Assembly in my Nitro Sport kit. I wrote Align for a replacement part, expecting them to simply send me a new one, and this is what I got:
Dear Douglas,

Thanks for your mail.

The tail drive gear assembly is compatible for both Nitro version and Electric version.

Regarding to your problem, please contact with your seller for the after-sale service.

As to purchasing, recommend you contact with our distributor which is close to your place, so please refer to the below website for Align world wide distributors.
http://www.align.com.tw/html/en/c_rindexe.htm

Have a nice day!

Best regards,
Maggie Liu
What do you guys think???
Saturday morning I flew my helicopter in my pajamas
How it got in my pajamas I'll never know
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07-31-2007 08:05 PM  13 years ago
RonHill

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FLL, FL

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I think that the first step with an issue should always be to talk to the place you bought it. They should deal with the distributor or maker, IMO.

If the seller will not make it right, then you should take that higher.

What did the seller say?
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07-31-2007 08:07 PM  13 years ago
Nashville

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Formerly Music City now back home in Sunny Florida

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Like with my multiple bad XL motors that caused me crashes and headaches? I wanted a refund on the third one, not another bad XL battery. I got the run around from all parties involved. Never got a refund either. So since you asked a question with this post, my opinion is that their service is sub standard.I was Spektrum when Spektrum wasn't cool
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07-31-2007 08:23 PM  13 years ago
cbflys

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Nesconset, NY - USA

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The US Distributer for Align is Assurance RC (http://www.alignrcusa.com).

I had a bad one-way bearing in the clutch (missing needle). I called them and they mailed a new one out straight away - so long as I promised to return the defective one - which I did.

I had the replacement part two days after the phone call.
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07-31-2007 08:29 PM  13 years ago
GScott

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Lewis Center, OH

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In my opinion it sucks. When I first received my 600 Pro it had a badly warped fan. I sent several emails, a PM, and left several voicemails and it took well over a week to get a response. When I finally did get a response they told me to send it back and if they deemed it defective I would get a new one. By this point the crappy fan was becoming a known issue and the customer should not have been expected to pay shipping and incur downtime for a defective part. Not knowing how long this whole process would take I decided to order a new one. I had to order 2 before I got one that was usable.

Then I ordered a Sport kit from Heliproz. It was missing the dampers and the starter coupling. I again called/emailed Assurance RC to get the replacements. Again my attempts were ignored. When I finally called and got a live person (over a week later) I was told "sorry you purchased it from Heliproz and they are their own Align distributor. You need to get the part from them." That's fine but why did it take them a week to finally tell me that.

IMHO Align screwed the pooch with this distribution setup. I now know of at least 3 different distributors (Assurance, Heliproz, and Horizon). There needs to be a single distributor with the resources to handle the QC issues. Sure you can go back to your original dealer but if they don't have the part then you then need to figure out where they get their kits to know what distributor to complain to.

Despite what many here would have you believe Align is not the only game in town and their customer service needs alot of work if they are going to grow. Ever wonder why Hirobo has such a loyal following here....it's the quality of their products and thhe outstanding customer service.
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07-31-2007 08:33 PM  13 years ago
GScott

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Lewis Center, OH

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cbflys,

Sorry but Assurance is not the only distributor. I've dealt with them 3 times in the past with the same crappy service everytime.
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07-31-2007 08:45 PM  13 years ago
wolfcbr2003

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Washington

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GSCOTT
It all depends on how you approach the situation. If you had a problem more than once it may have been how you handled it.

You should of contacted Heliproz on the Std kit.

Sorry you had issues but I have had none for over 2 years!

I continue to have great service with assurance and heliproz.

good luck
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07-31-2007 09:03 PM  13 years ago
cbflys

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Nesconset, NY - USA

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I stand corrected ...

There are four listed for the USA:
o Assurance RC
o D'Best Co / Heliproz
o Empire Hobby LLC
o Grand RC

My point was - my experience with a defective part wasn't difficult. I called, got an answer, and got a part shipped out - all within a span of 5 minutes.

They could have waited till I returned the defective part, but they didn't. They trusted me. I couldn't have ordered the part quicker.
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07-31-2007 09:06 PM  13 years ago
wolfcbr2003

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Washington

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exactely my point also cbflys..

mine service has been flawlesss also for years in fact.
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07-31-2007 09:10 PM  13 years ago
GScott

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Lewis Center, OH

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That's the point. There's no consistency. Go back and read some of the older threads dealing with this issue. I wasn't the only one told to send the part back first.

Sorry Wolf but I'm always polite and considerate when dealing with issues like this. My wife, friends, etc... are always amazed at how calmly I handle situations like this. I was polite in this instance as well and simply chose to vote with my wallet in the future.
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07-31-2007 09:37 PM  13 years ago
gian

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AZ

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Hmmm.... I received the same response, over a year ago, in regards to a trex parts issue. I think that it shouldn't matter who you go to for parts support. As a matter of fact, I lean more toward holding the manufacturer accountable for providing acceptable parts when we run into issues... That just seems fair to me. If you produce a not-so-perfect part, you should replace it with an acceptable one.
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07-31-2007 09:42 PM  13 years ago
Rockohaulic

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Canyon Country, CA, USA, 3rd Rock from the Sun

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Robin at my local hobby shop, Robin's Hobby in Glendale, CA, fixed me up nice!

I went in with the email, but didn't even have the part, and he gave me a new part. All I have to do is bring him the defective one next time.

In fact, we opened 4 of these parts and checked to see which one did not have any wobble, and he gave me the best one!

Now that's customer service!
Saturday morning I flew my helicopter in my pajamas
How it got in my pajamas I'll never know
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07-31-2007 09:46 PM  13 years ago
MJWS

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Airdrie, AB - Canada

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I don't see what the problem is. Align Taiwan doesn't deal direct. It's how they keep their distributors on board. So they politely referred you to the right source.

Your online VENDOR, or LHS is perfectly capable of dealing with these issues. Why on earth people think they are going to get better service calling overseas or the local distributor is beyond me. Factories aren't designed to deal with end users. That isn't how it works.

Heliproz will hook you up. GrandRC will hook you up. If your LHS is worth a dang they will hook you up. All can deal with Align as necessary to be reimbursed, or in a rare case get a part for you if they can't get a hold of one.

It isn't unreasonable to have multiple distributors in such a large territory as the US. All of them have different downlines. They have pretty much taken the best of the best on. All are capable of the necessary volumes. It would be nice is they would jump through hoops to get the parts and spend their time fixing competitor errors. But that just isn't the way the world works.

I don't know if Align customer service sucks. I don't phone TT overseas either or even ACE for that matter. I do know Align is incredibly quick to respond to market pressure and issues. Which is more than I can say for the other major manufacturers. When I have an issue I go to the right place to solve it. Every reputable vendor can fix these little things. They are on the front lines for a reason.

Mike
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08-01-2007 12:31 AM  13 years ago
ozace

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melbourne, australia

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I was impressed to read that Align HQ replied to your initial email. As to your local distributors, they all seem to have good and bad dayswe can never have too many, can we ?
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