RunRyder RC
WATCH
 2 pages [ <<    <    ( 1 )     2     NEXT    >> ] 2132 views TOPIC CLOSED
HomeAircraftHelicopterMain Discussion › Bad Customer Service from Heli-World/Century Helicopters
04-28-2010 04:31 AM  8 years agoPost 1
emb145driver

rrNovice

Houston, TX

My Posts: All  Forum  Topic

I have never been treated so badly as I was treated the other day by Robert at Century. Several weeks ago I was given a project by a friend to get a Bell 222 50 size going. He bought the fuse from a local store where he lives and he brought it to me. It was double boxed from Century ( Never Opened ). We opened the box, and the Fuse had a crack in it at the base of the tail. I called Century and they were willing to give me a credit of $29.00 off a new fuse if I chose to buy one then. (Big Discount, Huh???) I did so, and I told my buddy to take the other back to the shop, and he did. I waited a week to get this new fuse in and, again I opened the box up and to no avail we spotted yet another 2-3 inch hairline crack in the tail toward the very back with paint chipping off. I thought I was in a bad dream at this point! I immediately called Century and Robert came on the phone with a Terrible attitude right off the back. At that point I almost lost it with him, well I actually did. He did everything, including calling me a liar. He stated that there was NO WAY that I could have had a damaged fuse. He said that the possibility of me getting two cracked fuses was beyond belief. He was rude, unprofessional and just plain nasty! I asked him point blank how he knew my fuse was perfect when it left his shop? He said he guaranteed it, I then asked did you open it, he then said no, but he knew it was perfect. This guy is either dumb or just plain ignorant. He told me they have never had cracked or had imperfect fuses in thousands that they have shipped. Let me just say this, if I ever caught my employees treating someone as he treated me, I would fire them on the spot... I asked him to make this right and he told me to file a claim with UPS. Why would I file a claim with UPS when they did nothing wrong. The box was in Perfect shape. After calling several places and inquiring about Century, the consensus is that Robert is rude, and Paul at Century has no idea how to handle his employees. I just wanted to let everyone know what a bad experience I had, and I hope that no one has the same experience in the future. I wished I could do business with them, but at this point it's not going to happen. Thanks for letting me vent...

PM  EMAIL  GALLERY  Attn:RR
04-28-2010 04:44 AM  8 years agoPost 2
Heliflyer69

rrVeteran

Northen Cali

My Posts: All  Forum  Topic

Call and demand to talk to Peter or Nancy Chow.

They be da bosses

PM  EMAIL  GALLERY  Attn:RR
04-28-2010 04:55 AM  8 years agoPost 3
SkySurfer

rrApprentice

usa

My Posts: All  Forum  Topic

I have dealt with Robert many times. I think he is one of the best guys out there. He was always very polite and professional. I enjoyed his services very much. Remember that he is dealing with 1000 hobbiest every day, and maybe about 50 know what there talking about. I think he has a very hard job dealing in customer service. Every one has good and bad days. I will admit however that "Heli World" needs to improve the QC, and ship the proper parts that the customer requests.

Rod

PM  EMAIL  GALLERY  Attn:RR
04-28-2010 07:25 AM  8 years agoPost 4
fire_boy92

rrApprentice

houston TX

My Posts: All  Forum  Topic

I purchased a swift 550 carbon a while back and noticed a couple parts missing and a mis-drilled tailboom. I e-mailed heli-world and pretty quickly got a reply from Cristina Caguiat. I had the missing parts shipped out immediately, no questions asked. A week later when I realized a spacer was mising I contacted her again and she had the parts out asap. Customer service is a crap shoot anywhere you go I think. I have had night and day differences in customer service at my electric company, and the IRS multiple times.

PM  EMAIL  GALLERY  Attn:RR
04-28-2010 08:03 AM  8 years agoPost 5
aceisback

rrApprentice

Terre Haute, IN

My Posts: All  Forum  Topic

I gave up on Century a long time ago because of their poor customer service.

Never could get questions answered and never received everything I ordered or was sent the wrong item.

PM  EMAIL  GALLERY  Attn:RR
04-28-2010 10:14 AM  8 years agoPost 6
Mike0251

rrVeteran

Hills of the Blue Ridge VA

My Posts: All  Forum  Topic

Two thumbs down.

PM  EMAIL  GALLERY  Attn:RR
04-28-2010 11:04 AM  8 years agoPost 7
Ray Fernandez

rrElite Veteran

Guam (U.S.A.)

My Posts: All  Forum  Topic

Call and demand to talk to Peter or Nancy Chow.
By all means, contact Peter. He can do something for you.

As far as my experience with Century, it has been nothing less than superb. My two thumbs up.

Ray Fernandez - GUAM

PM  EMAIL  GALLERY  Attn:RR
04-28-2010 01:59 PM  8 years agoPost 8
darkfa8

rrElite Veteran

Brick, NJ - USA

My Posts: All  Forum  Topic

agree, rather than venting on a public forum you should complain to the owners and see if they can resolve your problem before starting fires online.

there is no excuse for the treatment Robert gave you, but you just need to talk to someone higher up on the food chain and that would NOT be any of us.

honestly, with the way the shipping couriers are, it's amazing the fuselages we buy aren't in a million pieces on arrival - some are.
Call and demand to talk to Peter or Nancy Chow.

- Dan Goldstein
Team Revolectrix

PM  EMAIL  HOMEPAGE  GALLERY  Attn:RR
04-28-2010 04:41 PM  8 years agoPost 9
oldfart

rrProfessor

Vancouver, Canada

My Posts: All  Forum  Topic

All I would like to say is that we have been selling Century/Funkey fuselages for over 15 years. And that would total well into the thousands. In all that time we have only had issues with maybe 10. And it was always shipping damage. This can and will happen to such double packed boxes, even if there is no exterior damage, if the content is jarred hard enough. In each case, we were able to replace the damaged item or come to some amicable agreement with the customer.

It is obvious that no seller would purposely place damaged fuselages in a box. Nothing as fragile as a big fiberglass fuselage, can be packed in a way to protect it 100% from the shippers.

We have found that the some shipping companies always seem to damage items shipped to some areas and not to other areas. When we discover this, we stop using them when shipping to their bad areas.

How big where the "hairline" cracks? Where they a bit like "hanger rash"? Did you offer to send pictures?

May I suggest that you call Paul and discuss it with him. I have always found him to be a the guy to deal with in such matters.

Phil

PM  EMAIL  GALLERY  Attn:RR
04-28-2010 04:55 PM  8 years agoPost 10
oldfart

rrProfessor

Vancouver, Canada

My Posts: All  Forum  Topic

I gave up on Century a long time ago because of their poor customer service.

Never could get questions answered and never received everything I ordered or was sent the wrong item.
You must mean their retail arm (Heli-World) as we have always had good service from the Century wholesale division that we deal with.

Also, you said "long time ago". This I will admit had some merit when dealing with HW many years ago, after Andrew left. But as you can see by the other posts here, that has changed a lot for Heli-World since they hired Paul a few years ago as the manager.

Phil

PM  EMAIL  GALLERY  Attn:RR
04-28-2010 05:00 PM  8 years agoPost 11
RappyTappy

rrProfessor

Traveling the USA

My Posts: All  Forum  Topic

A crack, omg! If you are freaking out about a crack, I don't think you should do a scale fuse because there is a lot more work to be done than worrying about a crack in a gelcoat which you're going to prime and paint over anyways.

PM  EMAIL  GALLERY  Attn:RR
04-28-2010 06:47 PM  8 years agoPost 12
classic

rrElite Veteran

All over the place!

My Posts: All  Forum  Topic

At that point I almost lost it with him, well I actually did.

Maybe next time try to act like an adult when calling.
If you called up and were unprofessional in your comments then it is no wonder they didn't belive you.

I have never had a problem getting something taken care with Century. People just want to be treated with respect and if your an ass to them right off the start then its no wonder it didn't end well.

Which is worse, ignorance or apathy? I don't know and I don't care!

PM  EMAIL  GALLERY  Attn:RR
04-28-2010 06:57 PM  8 years agoPost 13
Frank Bostwick

rrElite Veteran

Cincinnati Ohio

My Posts: All  Forum  Topic

Over the 5 or so years for at least a doz orders per year, I have never had an order come in with an error. Of those orders, totalling many hundreds of parts, I have only 1 bad part, a clutch. A call to HW and it was on the way. Yes I have hit a C/S glitch or 2 in that time but nothing that was not resolved to alls agreement.

Cyclic and collective thumbs all the way up for the fine job Heli-World has done for me.
Sorry for your experience but its far from the norm at Heli-World.

RIP ROMAN

PM  EMAIL  GALLERY  Attn:RR
04-28-2010 07:44 PM  8 years agoPost 14
Hughes500Pilot

rrKey Veteran

Anaheim, CA

My Posts: All  Forum  Topic

I have to jump in here... 15 years ago (before the internet proper), there were not too many choices we had to buy our heli stuff. I had tried Century (aka Heli-World), buying a Ninja Pro. I HAD NOTHING BUT PROBLEMS. Problems ranged from poor quality parts, replacement parts being out of stock for months, missing part from orders and "receiving the third degree" when trying to resolve an issue. So I stopped buying from them.

Now days, we are lucky enough to have Ron's, HeliProz and many other businesses that are top notch.

I stop and think about all the money I spent over the last 15-20 years (tens of thousands of dollars) and just have to laugh. Thats because Century could have got my money. But due to their poor customer service, other stores got it. More over, I make sure I tell all the people I teach how to fly R/C helicopters to STAY AWAY from Century/Heli-World...

I have not bought a single thing from them in years. Yet, to this day, I still speak ill of them. And I still suggest to everyone I know to stay away from them.

I understand there are people that say "they have gotten better" over the years. But, once you burn a bridge, it's hard to re-build it. Looking back, perhaps they should have treated people better.

-Steve

PM  EMAIL  GALLERY  Attn:RR
04-28-2010 07:53 PM  8 years agoPost 15
Century Heli

rrApprentice

CA. USA

My Posts: All  Forum  Topic

emb145driver: I apologize for Robert's service based off what I have read here. We serve hundreds of customers every day and it's difficult to control every action of a customer service rep. Please call me at 408-451-1155 and ask to speak to Paul in regards to this issue. I will make it right.

PM  EMAIL  HOMEPAGE  GALLERY  Attn:RR
04-28-2010 07:55 PM  8 years agoPost 16
Hughes500Pilot

rrKey Veteran

Anaheim, CA

My Posts: All  Forum  Topic

I just saw the CenturyHeli reply after my post...
emb145driver: I apologize for Robert's service based off what I have read here. We serve hundreds of customers every day and it's difficult to control every action of a customer service rep. Please call me at 408-451-1155 and ask to speak to Paul in regards to this issue. I will make it right.
Good for them. At least they are learning/making an effort.

-Steve

PM  EMAIL  GALLERY  Attn:RR
04-28-2010 08:16 PM  8 years agoPost 17
Frank Bostwick

rrElite Veteran

Cincinnati Ohio

My Posts: All  Forum  Topic

H500P, I can see your point but want to say this.............
15 years is a long time to hold a grudge. Yes H-W has lost out on a big chunk of your change but you have also lost opportunity to fly some very nice helis that in there time were pretty advanced for a stock bird (Grip mounted mixers, one of the 1st torque tubes, driven tails, Phase adjust ability, triple bearing thrusted head and tail, I could go on.) and all at a very good price. Sounds like you and Century started in helis about the same time, are you better now?

Long back orders have been a thing of the past for many years. My experience with quality has been all good with the exception of the clutch which was swiftly taken care of. My orders usually get out the next day and I have always been treated well over the phone. Even today, the only thing dated about the NX is the upper frame which needs to be split for bearing maintenance. Ill say this though, its stronger in He#@ and cheap to replace. At least IMO I really like the 2 stage power delivery system which gives me gearing options and makes motor/clutch installation a snap. I could go on here and to each his own.

My point is Heli-world is not the only "person" who may have lost out when you burned that bridge so many years ago..........

RIP ROMAN

PM  EMAIL  GALLERY  Attn:RR
04-28-2010 08:42 PM  8 years agoPost 18
Hughes500Pilot

rrKey Veteran

Anaheim, CA

My Posts: All  Forum  Topic

FBoss

Your right, it's been a long time. And I will be honest, that 50 size gasser looks really cool and God knows I have been tempted...

But in the end, I'm just too stubborn to bring myself to give them another penny after my experiences with them.

-Steve

PM  EMAIL  GALLERY  Attn:RR
04-28-2010 08:47 PM  8 years agoPost 19
classic

rrElite Veteran

All over the place!

My Posts: All  Forum  Topic

Hughes,
these other vendors you named
Now days, we are lucky enough to have Ron's, HeliProz and many other businesses that are top notch.
All carry that 50 sized gasser, just buy it from them if you really want one.

Which is worse, ignorance or apathy? I don't know and I don't care!

PM  EMAIL  GALLERY  Attn:RR
04-28-2010 10:17 PM  8 years agoPost 20
RappyTappy

rrProfessor

Traveling the USA

My Posts: All  Forum  Topic

I've dealt with heli-world in the past and everything was ok for me, probably 10+ transactions with only 1 that was questionable. The only way I truly dog a company down is if I deal with them 5 times and I get messed over 3 or 4 times. As a kid I liked to repeatedly stick things into the light socket to see if anything would change

PM  EMAIL  GALLERY  Attn:RR
WATCH
 2 pages [ <<    <    ( 1 )     2     NEXT    >> ] 2132 views TOPIC CLOSED
HomeAircraftHelicopterMain Discussion › Bad Customer Service from Heli-World/Century Helicopters
 Print TOPIC  Make Suggestion 

 7  Topic Subscribe

Tuesday, August 21 - 4:44 pm - Copyright © 2000-2018 RunRyder   EMAILEnable Cookies

Login Here
 New Subscriptions 
 Buddies Online