Cactus Aviation - Customer Service

[reyn3545]

A month or so ago, I posted an open question about the service from Cactus, and said that I'd request for the thread to be withdrawn if I was off track. On February 2, I ordered a motor, mount, muffler and prop. I had, at that point, waited about 8 weeks for an engine that was supposed to take 2. Well, the overwhelming response from the board was positive, so I asked that it be removed.

Now, after additional delays and FINALLY receiving the motor, I'm at my wits end again. When the motor came in to Cactus, instead of shipping it or calling me to tell me why they couldn't, they just held it and ignored my e-mails until I called and caught them live on the phone. I was told that because of escalating exchange rates, they just couldn't afford to sell me the motor for the agreed upon price, even suggesting that maybe I turn to their competition to see if they had one in at the lower price. I told him that I wasn't trying to shop prices, and offered to pay $50 more for the motor just to help minimize any pain he might be suffering over the motor. He thanked me, and did ship the motor and mount the next day. He was otu of mufflers, and we agreed that he would order a muffler from AI, and ship it to me when he received it. I did finally get the muffler.

On the invoice for the motor was also a charge for the prop, but there was no prop in the box. I assumed (obviously) that the prop would ship in another box, and asked Cactus to confirm that. "Yes, it shipped out the same day in another package.. should be to you in a day or so" was the answer.

After a week went by, the answer changed to "oh, now I remember, the props were on backorder"

I advised them at that point that on the invoice, they had mentioned that they were swapping for another prop they had in stock. Then, they acknowledged the error and offered to ship the prop the next day (April 7). That's the last I've heard from them.

I know there are at least 2 sides to every story, but I've bent over backwards to communicate nicely, agreed to overpay for the engine just to lessen the burden, and in return I've been taken adavantage of.

Below is the e-mail string of communication between Cactus and me. There were a couple of e-mails outside of this string, but nothing demanding, only asking for status and delivery. Start at the bottom of this string and read up...

Bobby, if you're reading... I'm still waiting.






Date: Sat, 19 Apr 2008 2146 -0400

Bobby,

I'm pretty frustrated. Not over a $25 prop.. I've purchased some from another vendor.

I'm frustrated that after you and I talked back in early April, after I agreed to pay you $50 more than list price for a motor in the spirit if "doing the right thing", and after I've nicely asked you several times for a status on the prop that I already paid for, I still don't have it. Trust is a huge part of any online business. When people take care of someone, they tell a friend. When people have a bad experience, they tell the world.

You've got a good reputation, and I certainly don't think you've tried to stiff me for a freekin prop... we've both got more important things to do. All I'm asking for is either a credit or a shipping number.

From: Bobby@cactusaviation.com

Subject: Re: Cactus Aviation Store Order Confirmation

Date: Mon, 7 Apr 2008 22:00:33 -0700

I looked at the invoice in the backorder box and yes, it is a 22x12 Bolly. I am sorry. I have been playing catch up since I have gotten sick.

For some reason, I had it stuck in my head about the 3W22x10. The Bolly 22x12 will be a better prop.

I can get it out tomorrow and will be to you in 2 days.

I do not lie, it never pays off in the end. I have had the Bolly hear in stock but just spaced it. My sincere apology.

Will this be OK with you?

Thanks, Bobby

----- Original Message -----

Sent: Monday, April 07, 2008 4:56 AM

Subject: RE: Cactus Aviation Store Order Confirmation

you said on the invoice that you were shipping a bolly 12 pitch prop.

-----Original Message-----

From: "Bobby WIlson" <Bobby@cactusaviation.com>

Sent: Monday, April 07, 2008 4:24 AM

OK, I know the problem. We are still waiting for the props. they are on back order from 3W. email me tomorrow night if the muff does not arrive.

thx, bobby

----- Original Message -----

To: Bobby WIlson

Sent: Friday, April 04, 2008 1:59 PM

Subject: RE: Cactus Aviation Store Order Confirmation

Bobby,

Its been a week now, and still no prop has arrived. I haven't seen the muffler either, but it might not be scheduled to arrive yet. Can you plese look into the status and let me know?

From: Bobby@cactusaviation.com

Subject: Re: Cactus Aviation Store Order Confirmation

Date: Tue, 1 Apr 2008 1128 -0700

Hi Mike,

Yes, the prop went in a separate box. I will send the muffler today.

Let me know if you have questions.

thx, bobby

----- Original Message -----

To: Bobby WIlson

Sent: Monday, March 31, 2008 3:43 PM

Subject: RE: Cactus Aviation Store Order Confirmation

Bobby.. the 55-CS motor came today.. thanks, it looks great. I know you mentioned that the muffler would ship later, no problem. I didn't receive the prop... I assume it was in another package, maybe delayed in shipment... I'll watch for it in the next day or two and let you know if it doesn't show up.

Thanks again,

Mike Reynolds

From: Bobby@cactusaviation.com

Date: Mon, 17 Mar 2008 13:50:43 -0700

Mike,

I just picked the engines up from the airport. We will get them out in the next couple of days. Bobby has had then flu and now I have it. Thank you for your patience.

----- Original Message -----

To: Bobby WIlson

Sent: Friday, March 14, 2008 10:02 AM

Subject: RE: Cactus Aviation Store Order Confirmation

Bobby.. will the 55cs ship this week?

Mike R.

From: Bobby@cactusaviation.com

Date: Thu, 6 Mar 2008 2210 -0700

Yes Mike,

I just got the airbill info and it is to be picked up by Delta Airlines from 3W Monday. Only takes a few days to arrive baring no customs issue.

We are actually in process of charging everyone's cards now.

thanks for all your patience Mike.

Bobby

----- Original Message -----

To: Cactus Aviation Store

Sent: Thursday, March 06, 2008 9:56 PM

Subject: RE: Cactus Aviation Store Order Confirmation

Bobby,

Its been over a month now. When do you expect this engine to arrive and ship?

Mike R.

> From: bobby@cactusaviation.com

> Subject: Cactus Aviation Store Order Confirmation

> Date: Mon, 4 Feb 2008 2216 -0500

>

> Cactus Aviation Store

>

> Thank you for your order. >

> Bill To:

>

> UPS:Ground (PRICE TBD)

> Notes:

>

>

> Order Details:

>

> 3W-55CS

> Product Code: 3W55CS

> Qty: 1 @ $715.00 = $715.00

>

> 3W-42i / 50i - Pitts Style

> Product Code: M187-S

> Qty: 1 @ $105.00 = $105.00

>

> 3W50 Mount

> Product Code: 508

> Qty: 1 @ $19.95 = $19.95

>

> 22x10 3W 2 Blade Wood

> Product Code: 205

> Qty: 1 @ $25.00 = $25.00

>

> Order Totals:

>

> $864.95 Sub Total

> $0.00 Sales Tax

> $0.00 Shipping

> $864.95 Order Total

>

> Thank you for shopping at Cactus Aviation Store.

>

> http://www.cactusaviation.com

[TDriver]

Welcome to Bobby`s world...He`s a crook and that is that ...

[reyn3545]

This was my first 3W, not the last, but obviously the last $ with Cactus.

[edgeman55]

	Quote: Originally Posted by TDriver
	Welcome to Bobby`s world...He`s a crook and that is that ...

AMEN How this guy is still selling engines is beyond me!

[VKGT]

Quit screwing around with Cactus Aviation

[Flyinhigh]

Honestly, I don't understand how Bobby Wilson and Cactus Aviation are still in business, why people keep going to him, or why 3W Germnany hasn't discontinued his distributorship. Words can't describe the level of disrespect he shows people. He is absolutely a crook and a liar.

[zoomer260]

Wow.

[JEFFRO503]

I had a very similar thing happen to me last year. I ordered a header and canister for a 3W-80CS. After he took the money , the header came 6 weeks later. I waited almost 5 months for the canister , and in that time frame of talking back and forth with him , he said "YES I NOW HAVE THE CANISTER IN STOCK , AND WILL SHIP IT!"


he said that to me twice , and after it didn't show up both times after waiting about 2 weeks for for the first one he said he sent , i waited almost a month before i called again.


he mentioned that he was really sorry , but another guy who buys a bunch of stuff from him , really needed it.......worse than me??

After 5 months i got the canister i paid for ( 5 months ago ).

Any time i ever deal with 3W again , it will be through Gehart over at AI.....he's always been a strait shooter with me , and when i buy something , it's on my doorstep no more than about 7-10 business day...if not wwaaayyyy sooner.

As far as Bobby goes.....he's an awesome guy to talk to , and a very , very cool guy. I just think he has more than what he can handle. He NEEDS help running that business i believe.

[DadsToysBG]

For over ten years I've done business with Bobby. Not one time have I ever had a bad experience with him. Sure sometimes I have to remind him about something, but so what. To all of you, to call a man what you did is beyond belief. If you don't like him so be it, but to use the word crook in a public forum is embarrassment to to the RC community and I am ashamed for all of you. If your statement is true where is the police report, the arrest record. Don't have one do you? You all are acting liking children in the school yard. To resort to personal name calling is what children do, and no parent would allow it.
My mother always said "if you nothing good to say, say nothing" Maybe you all should call your mothers more. Dennis

[CSpaced]

Damn Mike, sounds like you've had a tough time! Reading through your emails I think you've gone above and beyond what most people would have put up with!

[sweetpea]

Wow.....surprise to me to hear all this.

I've never had a lick of problems with Cactus. I've bought alot of things from them and I've lived in several states so it hasn't been a distance from the business issue either.

Sorry, but it won't affect my purchase decision.

[Atarget1]

Dadstoysbg,
I personally can not call him a crook for my dealings with "Mr. Wilson", but he has lied to me to my face and over the phone. I have placed my trust and my order with him only to be lied to and told some pretty hard to believe stories as to why I have not received the items that were ordered through Cactus Aviation, and him in person at Tucson shootout last October! My mother told me not to snitch, lie or cheat anyone! I learned this well, but I also tell of my experiences when I'm spending my hard earned cash as to good or bad so that others might use that information to there advantage.
I for one will deal with DA for my engines and more importantly service!

[Flyinhigh]

Well, I guess I've been called out. I'll post a few facts and pictures and let you be the judge.

Last July I bought a new 3W CS 157 Twins spark engine. (that's a $2000 engine for anyone not aware). After 3 months and 8 gallons of flawless performance, the engine started to deadstick on me, but only in certain attitudes, and without overheating. I called Bobby and he pointed oit the engine is still under warranty, to send it to him and he would "take care of me". He had the engine for almost amonth. I called and he told me the gaskets were leaking, but he has it fixed, test ran it, and it is just about ready to ship.
I got the engine, mounted it, and started it in my back yard, thank goodness, without the cowl on my Comp-ARF. I let the engine idle for 30 seconds or so to warm up - it sounded a little rough, but I thought it may be rich needle settings. I started to throttle up, and the engine ripped itself violently in half.

I found a Heli coil in the engine. Bobby said I must have put it there, because he (or Jeff, the fella' I found out actually worked on my engine) didn't. But for accusing him of dishonesty, he said I could have fun with my broken engine and hung up on me. I had to go to Gerhart at AI for warranty service. Gerhart didn't charge me, but Bobby did - without telling me - over $300 on a card he kept on record. I tried to file a claim with my card, but Bobby sent in a nice (dishonest) letter about what happened, saying he told me to send the engine to Aircraft International, and because it was fixed by 3W, the charges were valid.

So, stand by my earlier statement.

I don't like to bash, but I have since learned of many people with experiences similar to my own. I share not to hurt the hobby, but rather to help it. I am so frustrated over the whole experience and inability to get good support for the $4000 worth of engines I have (157 and 170 from Cactus) I am seriously considering selling and leaving the hobby. I don't wish this frustration on anyone else.

[3ddd]

i guess i have just been lucky or something but bobby has always shipped fast and complete everytime i have ordered from him.he is never anything but polite and loves to talk and bs on the phone.i have severel engines ande other things from bobby and plan to as long as he wants to. just luck of the draw maybe

[reyn3545]

No doubt.. that's a heli-coil... on a head bolt!