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This is my second review of this site. My first ( modelshop.org) was a negative review based on my experience with this business. If you work hard for your money and expect good customer service for your hard earned cash, then don't shop here. If you are opinionated, then don't shop here. I brought a RC copter from Rchobby Ave in December 2013. It was a Xmas gift. It didn't work when received. After hours and days of trying to get it to work I gave up and asked for my money back. They would not acknowledge that the product was defective. Instead I had to go through all kind of procedures to prove to them that I was not an idiot. This included watching an upside video on Youtube( instructions on how to start it) which was useless. I had to make a video of me trying to get it started. Then finally I had to go on- line and try to reinstall the software. They said this was their policy! Finally they acknowledged the product was probably defective. After all this they still did not offer me a refund. Instead they told me I could have it fixed free of charge at a U. S company and they would even cover the shipping cost ( why would I even want it after all that, it's
A lemon obviously). The other option was to send it back to the manufacturer in China at my own cost, then they would give me a refund ( not including the shipping cost). I chose to send it back to China and get my money back. Not the end of the story. After the product was received they decided that they wanted me to change my negative review which they said was a pack of lies. My option was accept a partial refund and then I could get the rest when I changed my review to reflect positively on them. I even told them that I would write a positive review if they would refund my money in full, but they said that their decision was final. I finally was able to get my money back only I after notified my credit card company. Very poor customer service once they get your money.The product was not even shipped from the UK, shipped from China.
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This comment is a response to the above review by this USA customer we remember well.
First, as stated in our simple T&C, which the customer has obviously not read or understood but agreed to: non-EU orders are not dispatched from our UK warehouse. Non-EU orders are most of the time dispatched from our HK warehouse. We do not understand why this customer expected to receive his parcel from the UK when it clearly states the deal in our T&C.
This customer purchased an IDEA-FLY C version quadcopter with GPS.
We told the customer that the idea-fly was currently out of stock and will be back in stock on the 20th of December 2013.
The customer chose to wait as he wanted the ideafly quadcopter to be a Christmas gift.
Indeed on the 20th of December RCHOBBY-AVENUE quickly arranged to dispatch his idea-fly quadcopter directly from the manufacturer idea-fly to avoid any more delays as this order was quite urgent. We did not wait for stock to arrive at our HK warehouse.
On the 20th of December, the customer's parcel was dispatched using DHL express special delivery (Free of charge).
The customer received his gift on the 23rd of December, 2 days before the 25th as we promised the customer. We had to move a few mountains for this customer.
A few days later, the customer emails us to inform us that the quadcopter that was dispatched directly from the manufacturer to him was defective.
We are an online business, seeing the nature of our business we need to see proof of defect before we can confirm that there is indeed a defect.
At this stage the customer had already left a negative review for rchobby-avenue on another site. The negative review was left on the 29th of December, which rchobby-avenue was unaware of at the time.
When we saw the negative full of lies review the customer had left for us, we contacted the customer to inform him that his review was unfair, was full of lies and needed to be removed or changed to reflect the real situation ASAP. The customer's review mainly stated that we did not acknowledge defect of the product, we ignored him and even more lies.
We asked for the customer's review to be removed as it was based on a pack of lies. After proving that the customer's review was a bunch of lies, the site owner removed the bad review indeed based on lies.
Although all this happen during the busiest season of the year, all the customer's emails were replied in a timely manner, most of the emails replied to just a few hours later or the next day if it was a bank holiday.
After providing us with a video showing the idea-fly not working (defective), we acknowledged defect of the product and offered 2 options to the customer:
1) Send the defective quadcopter in a repair centre in the USA (rchobby-avenue will refund the cost of sending the quadcopter to the repair centre) and return it to the customer. ALL FREE OF CHARGE (REPAIR AND COST OF SENDING AND RETURNING THE TOY)
2) Return the parcel to the manufacturer where it came from (rchobby-avenue will not refund cost of freight) but will refund the customer in full.
The customer's toy could have been repaired in no time, all paid by rchobby-avenue but the customer chose not to have the toy repaired in his country free of charge.
The customer chose option 2.
At the stage of informing us of the defect with the toy, (customer contacted us to inform us of defect with his idea-fly c version quadcopter on the 28th of December 2013). On the 29th of December the customer had already left a bad review on a site based on a pack of lies.
Knowing how feedbacks are important to us, the customer was out to blackmail us to do things the way he wanted regardless of what is right and wrong.
After choosing option 2, we told the customer that we will refund him partially and as soon as he changes his review based on a pack of lies, we will refund the rest.
Unhappy, the customer said he will not change his review based on tons of lies unless we refund him asap then after the refund he will change his review to say how great we are etc...
The next day the customer emails us to inform us that he has contacted his credit card issuer for a charge back, therefore we found that it was not necessary to refund the customer as rchobby-avenue will receive a chargeback notification.
We have done everything in our power to make this customer a happy customer, unfortunately the item the customer received directly from the manufacturer was defective, a defect which we acknowledged after having viewed the video he provided us as proof.
When leaving a review, all we ask is that customers are honest in their review, not use lies in a way to blackmail us to have things done their way.
We hope never to deal with a customer like this one: dishonest, out to blackmail so things can be done their way even if it is the wrong way.
At rchobby-avenue we do not accept to be blackmailed in away way of shape.
All customers are asked to read our T&C prior to purchasing goods we advertise on our online shop.
RCHOBBY-AVENUE WILL WORK HARD TO EARN YOUR POSITIVE FEEDBACK BUT RCHOBBY-AVENUE WILL NEVER EVER ACCEPT TO BE BLACKMAILED.
Liam,
Rchobby-avenue sales manager