ED Magedson – Founder
Nitroplanes321 Vineland Avenue City of Industry, California USA
Nitroplanes Poor customer service City of Industry California
I ordered a radio control plane with 2 lipo battery packs from Nitroplanes.com and the plane arrived damaged. When I contacted them about the damage they told me they would need pictures of the damage in question before proceeding. I emailed the company pictures but did not herad from them. After several days I decided to call the company and ask about this issue. They must've forgot to call me back...lol? They told me they would replace the damaged product but would need it back before a new item could be processed, and this may take several weeks. I explained to the tech that this is a weather driven hobby and asked if a replacement plane could be mailed out to save precious flight time, but they declined to do so. I asked the tech if they would be able to mail me a new plane overnight to save some time once the damaged plane was returned, but again they declined. I then asked the tech if they could give me a percentage off of my total bill for my inconvenience, but they yet again declined. Frustrated at this point I decided to return the entire order. After several days I finally received a refund but not for the entire purchase. I called the company and spoke with Ivan who proceeded to explain that they did not receive everything back with the order so I only received a partial credit. He said they did not receive the battery packs back. I explained to Ivan that I did in fact return everything. What would I do with 2 lipo packs, I have nothing to put them in! He said he would look into this issue and call me back. He continued to tell me that there was a 15% restocking fee also. I asked why would I incur a restocking fee when the product was damaged, do you plan on reselling the damaged item? He couldn't answer my question. To my surprise I never received a phone call. I decided to call back several days later and spoke with Alan. I explained my situation again and he told me that I only receieved a refund for the product, not the shipping. I asked to speak with a supervisor but there wasn't any available. I did manage to get an email address for the supervisor, who's name is Michael. I continued to try to gather more information such as the supervisors full name or direct phone number, but Alan refused to give me that information. Amazing how everythime I called and asked to speak with a supervisor, there was never any available! I emailed the supervisor several times and finally received a reply back. He just regurgitated what he trained his techs to say! They are all like robots! I explained to Michael that I tried to work with Nitroplanes but they refused to work with me. I belong to a model plane club with 150+ members. We hold several events with other clubs throughout the year. I will be sure to let everyone know exactly how I was treated by this low class company. Worst customer service I have ever dealt with!
This report was posted on Ripoff Report on 08/05/2013 05:35 PM and is a permanent record located here: http://www.ripoffreport.com/reports/nitroplanes/city-of-industry-california-91746/nitroplanes-poor-customer-service-city-of-industry-california-1073310. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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