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ESC › Buyer beware horrible support
10-24-2013 10:16 PM  5 years agoPost 21
Jamin_00

rrApprentice

Essex UK

My Posts: All  Forum  Topic

qraptor, thats their policy for what ever reason. RH will contact him as soon as they get an answer which would be no quicker than if it was sent in by the customer himself. DP laws might be different in Germany but regardless as thats how it is with them.

The OP will have an answer very soon

Optipower.
Kontronik Drives

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10-24-2013 10:27 PM  5 years agoPost 22
JKos

rrProfessor

Redondo Beach, CA

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Kontronik has never seemed to care much about customer support with respect to repairs or replacements. In ten years of using and reading others' accounts of having issues with Kontronik ESCs, it is almost always deemed the user's fault and they are just plain slow at doing anything.

There are companies who bend over backwards to accommodate the customer by making repairs for free, replacing products that were most certainly, if not blatantly, misused by the customer, having a quick turnaround time, etc. Kontronik is not one of those.

If they wish to improve, they have a lot of room to do so.

I do love their products. But I have chosen for several years now to spend my money on brands with better customer service. The only thing that will get their attention is if people start voting with their wallets.

- John

RR rules!

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10-25-2013 08:51 PM  5 years agoPost 23
Roby

rrApprentice

Slovenija, Europe

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Hello.

I have vary good experience with Kontronik.

3 months over warranty my Power Jive 120 died, that I used it with Align motor.

I fill their form and I put copy of the bill with Jive and sand it directly to Kontronik if they can repair it up to 200€ if not they can put it to the trash.
14 days after I got new Power Jive 120 to my doorstep free of charge They explain it in the letter in package that I must use KSA mode with Align motor.

Best regards, Robert.

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10-27-2013 12:22 AM  5 years agoPost 24
BobOD

rrElite Veteran

New York- USA

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That's a perfect example of less than stellar customer service. Nowhere in the manual does it say to use KSA mode for Align motors...which happen to be the most popular motors out there.
In fact, it doesn't give clear instruction on it at all.

Andy, by any chance, did anyone explain to you that the Jive ESC's will shut down when they are run with insufficient load on them? I think they're designed to do this. No excuse for it taking this long to get sorted though so I won't argue that.

Team POP Secret

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10-27-2013 12:59 AM  5 years agoPost 25
Retired2011

rrElite Veteran

Lee's Summit, MO

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That's a perfect example of less than stellar customer service
You're entitled to your opinion, but I disagree completely...couldn't ask for better customer service IMHO.

Chet

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10-27-2013 01:07 AM  5 years agoPost 26
HeliNutAndy

rrKey Veteran

worcester, MA USA

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No one told me this. I called RH support where I purchased it and we walked through the settings and they kept stressing that it must be a problem with the motor and they sent me a new motor. I have only own approximately 5 esc's and with all of them I would make sure they spool up on the bench. I wasn't about to take the model out with it shutting down so easily on the bench. If I knew it was by design I would have not spent another few hundred dollars on a new esc. The funny thing is that I was kind of talked down to (condescendingly) on the phone while troubleshooting. I think if you are going to sell a unit, and support it, you should know about the unit. If you look at the original thread I started there was another gentleman that junked his unit for the same reason. He also thought the unit was bad.

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10-27-2013 03:31 AM  5 years agoPost 27
BobOD

rrElite Veteran

New York- USA

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Well, you shouldn't take my word for it but I think your problem could be solved simply by talking to the right person. And, yes, for the money you paid for that, this should have happened 3 months ago.

Team POP Secret

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10-27-2013 08:31 AM  5 years agoPost 28
Jamin_00

rrApprentice

Essex UK

My Posts: All  Forum  Topic

I would just like to point out here there seems to be 2 cases of customer service, 1 with the retailer and the other with Kontronik. Kontronik did not hear about nor see the ESC until the middle of Oct. Delivery from the States is anything between 3-14 days depending on customs.

I think this is not being made very clear so just to clear that up

Optipower.
Kontronik Drives

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10-27-2013 12:27 PM  5 years agoPost 29
Retired2011

rrElite Veteran

Lee's Summit, MO

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Andy, I was not referring to your situation in my post, rather to Bob's reply about Roby's post.
I don't blame you for being frustrated.

Chet

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10-27-2013 03:09 PM  5 years agoPost 30
Justin Stuart (RIP)

rrMaster

Plano, Texas

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I would like to second what Jamin_00 has said in this thread. Kontronik has very good customer service, but the problem the OP is having now with "horrible support" seems to be a result of his dealings with a hobby store, and has nothing to do with the company who manufactured his ESC.

Avant RC
Scorpion Power Systems
Thunder Power RC
Kontronik Drives

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10-27-2013 07:38 PM  5 years agoPost 31
BobOD

rrElite Veteran

New York- USA

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Just for the record, I said less than stellar. I would not say horrible. ie, I too understand the frustration.
The truth is, the companies with the most problems will often be the ones with stellar support but that's another topic.

Team POP Secret

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10-29-2013 09:15 PM  5 years agoPost 32
HeliNutAndy

rrKey Veteran

worcester, MA USA

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I'd like to state that Kontronik has been trying to help me and they have been actually in contact with me more than the retailer where I purchased the esc from has. Someone from Kontronik just contacted me to let me know that the esc is at the retailer and that they found NO problems with the esc. They asked me to try ksa mode if the esc still shuts down. I have to say that I am very weary of the idea that some type of load needs to be on the motor for this not to occur since it happens so easily. Every time I gave it a try it was without the blades but there was a small load(head) on the motor and it shut down way too easily. I still have not been contacted by the retailer but I am going to give the esc a try when I do get it back. I hope the model does not fall out of the sky with the same problem. Kontronik should provide a mechanism to turn this 'feature' off. I realize a true over voltage issue may fry the esc but I'd rather take my chances than it shutting down prematurely.

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10-30-2013 02:54 AM  5 years agoPost 33
BobOD

rrElite Veteran

New York- USA

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Oh yeah, I forgot you were running it with the rotors turning w/o blades. I would think that's enough load. I thought you only had the problem with the gear disengaged.
And I see the motor is a Scorpion 4035-560. That's a pretty common motor, I would think they could tell you exactly what setting, not, "try ksa mode".
What did they have to say about your running it without blades? That's a common and important setup check...should be able to do it.
I can't say I'd blame you for being concerned.

Team POP Secret

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10-30-2013 05:50 PM  5 years agoPost 34
GScott

rrElite Veteran

Lewis Center, OH

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Didn't the OP state that he was moving the throttle stick up and down quickly? Was the ESC ever allowed to fully spool up and settle before dropping the throttle? Setting the governor on a Kontronik is pretty specific. Once you reset with mode 1 and set the governor mode you are supposed to spool up with blades at 0 degrees pitch. It is my understanding this needs to be done the next time it is spooled up. Once you spool it up at 0 degrees you are supposed to let the head speed settle and the ESC responds with a twitch or something to let you know it has registered the head speed.

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10-31-2013 01:40 PM  5 years agoPost 35
HeliNutAndy

rrKey Veteran

worcester, MA USA

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I should finally have the esc back in my hands tomorrow. I do not have a model to put it in at the moment and I'm not sure I want to pull out any of my existing esc's since they are working great. Would the Jive 80HV work in a 12S setup? I'm looking at finally purchasing a Goblin to see what all of the hype is about. As usual I'm torn on what to get a Goblin or Trex 700 nitro but that's another issue.

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10-31-2013 01:50 PM  5 years agoPost 36
Jamin_00

rrApprentice

Essex UK

My Posts: All  Forum  Topic

Andy, can you give us some specific info.

I saw you say you tried mode 4 and mode 11. But what were your throttle curves and exactly how did you spool it up. If you had flat curves did you leave it to spool up fully then go up and down with the throttle stick or did you have a linear curve of 0-100 and then, did you let this spool up at 0deg pitch and then do the stick movements??

If you can give me more specifics we might be able to get to the bottom of it.

If you prefer you can email me and we can discuss this or we can keep it on here just may take a little longer if thats ok

Optipower.
Kontronik Drives

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10-31-2013 01:58 PM  5 years agoPost 37
HeliNutAndy

rrKey Veteran

worcester, MA USA

My Posts: All  Forum  Topic

Unfortunately it has been months since this happened and I can't remember %100 what settings I used since I was trying everything that people gave me to try. When I get it back I will go through setup again and post all of the info I can. I really appreciate the help.

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10-31-2013 02:14 PM  5 years agoPost 38
Eury

rrProfessor

Dover NH

My Posts: All  Forum  Topic

Would the Jive 80HV work in a 12S setup?
I flew my Rave ENV and the Compass 7HV that replaced it with a Jive 80HV. It was flawless for hundreds of flights, even in the hot Iowa summers in triple digits.

Nick Crego

Citizen #0168

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11-01-2013 03:58 AM  5 years agoPost 39
Kevin Dalrymple

rrKey Veteran

Indianapolis

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I like the speed controls, but there service is lacing here in the USA. I have sent emails and called ready Heli about my 100LV and no response.

I bought it at IRCHA last year and was going to use it for my E5. I did not even take it out of the box for the first couple of months hooked it up to a battery to do some programming and pop goes the cap.

Waste of money. I even emailed them direct in Germany. Nothing.

Synergy Field Rep Rail Blades Field Rep

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11-01-2013 04:09 AM  5 years agoPost 40
Justin Stuart (RIP)

rrMaster

Plano, Texas

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I like the speed controls, but there service is lacing here in the USA.
Waste of money. I even emailed them direct in Germany. Nothing.
Kontronik has been working hard, especially in recent months since Sabine has taken over as the CEO of the company, to improve their USA presence. From the active FaceBook page, to the factory reps, to the monthly newsletter, Kontronik really does strive to offer fantastic customer service. But sometimes emails get lost, and sometimes there is turnover of customer service personnel. So if you can't get a hold of someone from the factory to help you, then please let one of the Kontronik reps know because they/we have direct connections to people at the factory and can ensure you get the help you need. Several Kontronik reps are participating in this thread right now, so that is good evidence of the level of support you can expect when you invest in a Kontronik motor or speed controller.

Avant RC
Scorpion Power Systems
Thunder Power RC
Kontronik Drives

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