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HomeRC & Power✈️Aircraft🚁Helicoptere-Electric Motors-Controllers-ESCESC › Buyer beware horrible support
10-22-2013 09:10 PM  5 years ago
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HeliNutAndy

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worcester, MA USA

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Buyer beware horrible support
I purchased a Logo 600 months ago that came with a Jive 80 HV that kept shutting down on the bench with over voltage errors. I tried every battery pack from 6S to 10s with no luck thinking that the error may indeed be a valid one. The esc is supposed to handle a 10s pack. I have been waiting months for a resolution to my issue and I still do not have the esc or at least some type of answer to what could have occurred. I obviously purchased a different esc to get the model in the air. The answer I keep receiving from the model retailer is still waiting on Kontronik. I emailed Kontronik and they state they cannot deal with me directly and I need to talk to the retailer. In other words the old circle jerk. I wish I knew beforehand that Kontronik support was terrible I would have not purchased the esc which is not cheap. The only thing cheap here is my experience with them.
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10-22-2013 10:48 PM  5 years ago
NQNA

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USA

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I always heard that they built a good esc, but never bought one since the high cost. I hope you finally get some resolution!
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10-23-2013 12:48 AM  5 years ago
qraptor

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Illinois

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Bummer. I have an 80HV (no preoblems). Didn't know you couldn't send it back to Kontronic directly.
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10-23-2013 04:47 AM  5 years ago
Santiago P

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South West, Ohio

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Andy,

I read that you sent the ESC away to the retailer. Do you remember the label on the ESC said HV and not LV?
Physically, the LV and HV 80 looked the same.

Also, do you know how to contact the USA service center?

Santiago
Team Minicopter - PeakAircraft.com
bavarianDEMON- Team Kontronik - Scorpion Motors-
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10-23-2013 11:58 AM  5 years ago
HeliNutAndy

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worcester, MA USA

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Thank you for the pm's. I hate to fire off in a forum but I don't feel I need to chase companies down with issues or I should say service should be quicker.
Do you remember the label on the ESC said HV and not LV?
I do not remember what the label had on it. I purchased an HV with the combo and it should be the HV. I'm guessing that it is since the retailer shipped it off to Kontronik. I don't want to go on and on with this since it appears that people love their Kontronik gear but if you sell gear on this side of the pond you need to support the gear.

Thx again,
Andy
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10-23-2013 04:21 PM  5 years ago
Justin Stuart (RIP)

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Plano, Texas

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You said...
I wish I knew beforehand that Kontronik support was terrible I would have not purchased the esc which is not cheap. The only thing cheap here is my experience with them
For clarification, you are having a Kontronik warranty issue? Is that correct?
Avant RC
Scorpion Power Systems
Thunder Power RC
Kontronik Drives
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10-23-2013 04:23 PM  5 years ago
HeliNutAndy

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worcester, MA USA

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Yes sir.
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10-23-2013 04:24 PM  5 years ago
Justin Stuart (RIP)

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Plano, Texas

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Then let me see what I can do to be of assistance. I assure you, Kontronik has fantastic support and customer service. Let's try to find someone to help get this issue straightened out for you. Can you please PM me your contact information including name, email, and mailing address?Avant RC
Scorpion Power Systems
Thunder Power RC
Kontronik Drives
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10-23-2013 04:33 PM  5 years ago
Ace Dude

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USA

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Is this the same on-going issue as the one in the link below or is this a new issue altogether?

http://rc.runryder.com/t741630p1/?p=6108960#RR
  
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10-23-2013 07:38 PM  5 years ago
Santiago P

rrProfessor

South West, Ohio

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Andy,

PM you a big question!

I am pretty sure I figured out the problem.

BTW
The HK4035 with Jive 80 will work perfectly in your Logo.

cheers

Santiago
Team Minicopter - PeakAircraft.com
bavarianDEMON- Team Kontronik - Scorpion Motors-
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10-23-2013 09:48 PM  5 years ago
HeliNutAndy

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worcester, MA USA

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Is this the same on-going issue as the one in the link below or is this a new issue altogether?
Yes, that is the same issue. That is when I actually thought that I was provided with a solution to my problem. I am by no means an esc expert and I thought or I should say I trusted the advice I received that a new motor would resolve the issue. I realize troubleshooting issues can be a nightmare also but why RH did not just take back the esc and motor from the beginning does not make sense to me. They could easily take a look and let me know if it's truly a problem or something like a bad solder. I did solder multiple EC5's on the connectors to make sure it was not a bad solder joint. I would have loved to have the esc up and running to see what all the hype is about. I am running a Castle 120 HV which has been working great for me, it runs a little warm, but I have had no issues with it. I am trying to find the name of someone that contacted me when this all occurred whom I believe is a rep. The only problem is that the person disappeared after I tried the few solutions he gave me to try.
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10-23-2013 10:11 PM  5 years ago
Ace Dude

rrProfessor

USA

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I am pretty sure I figured out the problem.
If that works, do I get partial credit?
  
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10-23-2013 10:26 PM  5 years ago
snipealot

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Frederick, MD

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Don't want hijack the thread but wanted to add my opinion. I sent in two high dollar items to Kontronik for warranty service over a month ago and still waiting. I think for the premium price this stuff costs the service could be better.
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10-24-2013 12:13 AM  5 years ago
Santiago P

rrProfessor

South West, Ohio

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Well, HeliNutAndy got an RMA plus I offered to help with the setup.

This actually has clousure and hopefully soon, a happy Andy with a perfectly working Jive.

I can assure you that Kontronik stands behind their product

AND

they are currently working to add more trained staff to help their service in the USA. (No I don't fly Rep for them, yet. LOL)

Santiago
Team Minicopter - PeakAircraft.com
bavarianDEMON- Team Kontronik - Scorpion Motors-
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10-24-2013 02:53 AM  5 years ago
Tyler

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Chicagoland area

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It is my understanding that Kontronic controllers are not serviceable. Why are trained staff needed to handle warranty claims? There essentially are no repairs.Enjoy things that money can buy IF you don't lose the things money can't buy.
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10-24-2013 10:42 AM  5 years ago
Eury

rrProfessor

Dover NH

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Depends on the controller. The Jives are sealed, but the Kosmiks that Snipealot had die on him can be serviced.Nick Crego

Citizen #0168
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10-24-2013 11:07 AM  5 years ago
Jamin_00

rrApprentice

Essex UK

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Hey guys, sorry to read of the issues you are having. To the OP. Due to very strict data protection they will not speak with you regardless if it is your ESC if you did not send it in directly. PM me your details and who sent it in for you and I will get some answers for you.

Anyone else please also pm me and I will get answers for you today or tomorrow depending on when I get your info
Optipower.
Kontronik Drives
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10-24-2013 08:52 PM  5 years ago
qraptor

rrApprentice

Illinois

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Due to very strict data protection they will not speak with you regardless if it is your ESC if you did not send it in directly.
Wow, that has to be some serious case of bizarre.

I just can't see how talking with a customer about the product they own could fall foul of any data protection laws. Even in medicine, you can always talk with a patient's caregiver if you have the patient's permission.

Perhaps Kontronic needs to update their policy and have it re-stated that the dealer who sends the unit in gives explicit permission for them to talk to the owner. The owner should actually be the one giving the dealer permission to talk to Kontronic in the first place.
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10-24-2013 09:08 PM  5 years ago
Ace Dude

rrProfessor

USA

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It is my understanding that Kontronic controllers are not serviceable. Why are trained staff needed to handle warranty claims? There essentially are no repairs.
Generally speaking, manufacturers warranty their products against manufacturing defects. Although the unit itself cannot be serviced, trained staff would still be required to determine whether the failure was the result of a manufacturing defect or the result of incorrect use of the product. Note I'm not saying incorrect use of the product occurred here, just stating what manufacturers look for when evaluating warranty claims.
  
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10-24-2013 10:01 PM  5 years ago
HeliNutAndy

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worcester, MA USA

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Note I'm not saying incorrect use of the product occurred here
I'm not sure exactly what that means but I think I can read between the lines. If plugging in a battery pack using the default settings out of the box is incorrect I am guilty. I did sit on the phone with the retailer I purchased it with troubleshooting with no luck and I was contacted by a rep at the time that also asked me to try basically the same steps with no luck. I'm not here to persuade anyone that the esc is problematic. This post was to bring to attention the lack of support and/or the need for some type of documentation in regards to the problem. If there is nothing wrong with the unit supported failed me and so did the rep. It should not take months to tell me I'm an idiot.
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HomeRC & Power✈️Aircraft🚁Helicoptere-Electric Motors-Controllers-ESCESC › Buyer beware horrible support
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