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Electric Motors-Controllers-ESC
ESC › Buyer beware horrible support
11-01-2013 01:44 PM  5 years agoPost 41
Kevin Dalrymple

rrKey Veteran

Indianapolis

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I M not saying there customer service is not good now. But this was over a year ago. I have sent emails to Ready Heli, the guy Dr Ben suggested, and Krontronic in Germany and I have not seen anything back. But this was a year ago.

I doubt they will be wanting to fix it now because of the time that has gone by. I have the box and the ESC sitting on a shelf. If someone can point me in the right direction to get this fix I would much appreciate it.

Synergy Field Rep Rail Blades Field Rep

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11-01-2013 01:49 PM  5 years agoPost 42
wrongler

rrProfessor

Brewerton, New York

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Rymps, Send it to them and see what happens. Maybe they will fix it or send you another one.

Bill Whittaker

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11-01-2013 02:07 PM  5 years agoPost 43
HeliNutAndy

rrKey Veteran

worcester, MA USA

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Kontronik has been in touch with me now which is a good thing. RH support is very responsive but I have had a few issues with them including them giving out my personal information over the phone to a complete stranger. Why did it take this thread for anything to be done? I started a thread months ago stating my problems with the esc and I had to ask RH to send it out to be checked because they obviously didn't check it at their location. If they did they would have found that there was nothing wrong with it(This is according to Kontronik. I still do not have the esc yet). Customers shouldn't have to start a thread about horrible service to get any. A rep did contact me back then but the troubleshooting was weak at best. We can go on and on over this but it's obvious that forums in general are influenced greatly by the reps out there. I have been a member on this forum for a few years and still to this day when I ask a basic "what do you think is the best?" question I have no idea if the opinions are based on what people truly believe is good or not or if it's a group of reps pushing their goods. I'm just an average guy that likes to go to a local field and fly models. I have purchased approximately 5 complete models and I still have not received a complete setup that has not had any issues with some part or documentation problem where I had to spend more to get the thing in the air. If I wasn't addicted to these models I would have said screw this a long time ago.

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11-01-2013 02:56 PM  5 years agoPost 44
Jamin_00

rrApprentice

Essex UK

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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 right there is evidence of the level of support you can expect when you invest in a Kontronik motor or speed control.
Yes, this year has been difficult for sure for the factory but they have battled through and are coming out the other side now stronger.

As Justin says, the newly started Kontronik facebook page has been a huge success and you can pm them there. https://www.facebook.com/pages/KONT...426153414275606
You will always get a response and most of the time it will be immediate. Even if thats to let you know the message has been received and they are searching for an answer if they can not assist there and then.

For any tech or questions about issues then please email service@kontronik.com or use the Facebook page.

Optipower.
Kontronik Drives

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11-01-2013 03:19 PM  5 years agoPost 45
GScott

rrElite Veteran

Lewis Center, OH

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Doesn't Kontronik now have a U.S. service center for ESC's? You shouldn't need to go through RH any longer or send stuff back to Germany.

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11-02-2013 03:11 PM  5 years agoPost 46
Jamin_00

rrApprentice

Essex UK

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They do have a service centre which will replace shafts etc and will update the ESC's but for repairs or anything that bit more in depth, then yes they need to go back to the factory.

Optipower.
Kontronik Drives

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11-02-2013 03:53 PM  5 years agoPost 47
Flying Brian

rrElite Veteran

St. Clairsville, Ohio

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I just mailed a Kosmik off this morning. We will see what kind of service they have for sure

"I just don't Listen" "

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11-03-2013 01:27 AM  5 years agoPost 48
qraptor

rrApprentice

Illinois

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I just mailed a Kosmik off this morning. We will see what kind of service they have for sure
Did you send it off to the US center? What was up with it?

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11-12-2013 06:17 PM  5 years agoPost 49
Greg Alderman

rrNovice

Muncie, IN -USA

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Flying Brian,

Charles Anderson and myself were in Germany at the Kontronik Factory the past week and I just received your KOSMIK yesterday and will be forwarding to Charles today to send to Germany.

As stated in a previous post, in the US we are only authorized to perform Shaft/ Bearing replacements on Motors and firmware updates. Any actual repair will need to be shipped to Germany.

Once KON of Germany receives your KOSMIK they will automatically generate an email letting you know they have your product.

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11-16-2013 12:36 AM  5 years agoPost 50
Flying Brian

rrElite Veteran

St. Clairsville, Ohio

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Thanks Greg for the conformation. Keep me posted.

Brian

"I just don't Listen" "

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11-17-2013 11:06 PM  5 years agoPost 51
Flying Brian

rrElite Veteran

St. Clairsville, Ohio

My Posts: All  Forum  Topic

...

"I just don't Listen" "

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12-06-2013 02:24 PM  5 years agoPost 52
HeliNutAndy

rrKey Veteran

worcester, MA USA

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I wanted to update this thread to say that I dropped the Jive in a Goblin 500 I just completed and it is working great. All I did is program Modes 1, 4, and 9 and set my idle up throttle curve to %80 and everything appear to be functioning fine. This is my first Jive and my first Goblin and I do not know if it's the Jive or the Goblin but it flies incredible. I just wanted to thank the people that helped again

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12-08-2013 05:51 PM  5 years agoPost 53
BobOD

rrElite Veteran

New York- USA

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Good to see it working out for you Andy.
Just out of curiosity though, was there any resolve to the issue of not being able to run up without blades? Did it not have this issue with the Goblin 500 setup?

Team POP Secret

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12-09-2013 02:26 PM  5 years agoPost 54
HeliNutAndy

rrKey Veteran

worcester, MA USA

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I did not test it all on the bench this time other than making sure it started up. It has not shut down in the air but I am careful when I fly. I always use idle up when I get in the air and the governor has been working great. Kontronik support has said there are no issues with the unit. I still think it's a little weird that on the bench it shuts down very easily but it works great in the air and that's all that matters to me. With other esc's I have used you can go crazy with the collective stick(on the bench) and there are no issues. If I do the same with the Kontronik it shuts down almost instantly.

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12-09-2013 02:52 PM  5 years agoPost 55
john2012

rrNovice

brilliant ohio

My Posts: All  Forum  Topic

You all know that after the sale support is always a problem for everyone that gets there product some are good and some are not and you have problems not good support in this case. This is a problem in their management for support. This is ugly for them???

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12-09-2013 02:58 PM  5 years agoPost 56
HeliNutAndy

rrKey Veteran

worcester, MA USA

My Posts: All  Forum  Topic

Personally I think the ReadyHeli should have figured this out for me instead of having to send it to Kontronik. I do not know how it works but RH too me was the face of Kontronik and they(Kontronik) should look closely at their vendors. My two cents...

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12-22-2013 02:58 AM  4 years agoPost 57
Flying Brian

rrElite Veteran

St. Clairsville, Ohio

My Posts: All  Forum  Topic

I've received updates on my Kosmik esc from kontronik. The repairs are being taking care of, and we should be as good as new in no time flat.

Brian

"I just don't Listen" "

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