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Old 11-05-2019, 04:11 PM
jetspeedz is offline
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hobbyking - Liars and Thieves - Filing complaint

Thought it was important enough to share my experience so the community members here can do their own due diligence when opting to use this crooked company.


Likely not the first incident with HK and their horrible customer service I'm just sharing my experience backed up with facts and emails.

I purchased batteries from HK, got garbage packs that do not hold a charge. Had a couple weeks long conversation with Rob @ HK who is a Lead, to remediate the problem. He told me to send in the packs in promise for a full Paypal refund, I reiterated multiple time I'm expecting a Paypal refund and not store credit and he agreed in every email. I get an email from him after he received the defective battery packs stating this below:

Quote:
From: Rob:
The bottom line here is that you ordered and paid for 2x batts. We replaced one and refunded the other. You ended up with a total of 3 and returned 2. Since you returned 2 and were compensated for both (again, 1 replaced, one refunded) we're unable to process a refund for another. You stated you're unwilling to accept store credit as any form of resolution so unless you change your mind on that we're unable to process anything further.
Rob not sure if you realize our conversation is documented in emails, which I will be sharing with Paypal and my CC company if you choose not to do the right thing. My friends warned me about HK and why they will never spend another penny with your company, you just lost another customer for life regardless of what happens.

Let’s get the facts straight since you conveniently omitted them. I paid for working Life batteries. What HK sent me was defective batteries which don’t hold a charge with high IR values. I sent pics & uploaded a video to show the problem in the warranty period, I even pointed out a 2017 Review on Amazon which complained about the same charge issue. You told me you would “personally look into it”, but we both know you don’t care and will continue to sell this garbage. According to your own email the warehouse in OR doesn’t test batteries before they ship them, nor are you willing to have a new one shipped to you in NY to test them because of “logistics”, when in reality you genuinely are a liar & dishonest and don’t care about getting to the root of the problem because shipping a battery from OR to NY is such a cumbersome task.

The RMA replacement was also defective with the same problems, per HK policy, the original defective battery was discarded. I don’t have the space in my fridge to store defective garbage batteries your company sells. What I had left at the end of the day was 2 defective Life packs I paid for which don’t hold a charge. I sent them back to you at your request for a full Paypal refund which you agreed to. There is Multiple emails where I stated unless you are going to personally test the replacement batteries I don’t want store credit because I’m not going to buy any more batteries or models from HK and you agreed in every email not to worry and I will get a Paypal refund, did you forget that?

The fact is I have no Life batteries, and no Paypal refund, I don’t even have store credit as of this morning.

This is Theft. You owe me a full refund for the two returned packs.

Following this exchange I filled a complaint with Paypal.





Fast forward to yesterday:


Quote:
From Rob: You are not in a position to make statements as to our intent or whether we care or not. Considering the staggering amount of batteries of all types that we sell the few bad ones that you claim to have received is a drop in the bucket - and in the end you were compensated for them. While we strive to ensure all our batteries are up to spec it's a simple matter of numbers that even at a very low failure rate some will be faulty. We happily warranty faulty batteries that are within the warranty period. As to your specific case, we were unable to replicate the poor performance you claim to have experienced with the batteries you returned.
The continued dishonesty and lies says a lot about hobbyking and its leadership! The gall to respond the way you did speaks volumes about how badly you want this PR nightmare to end.

Lets examine the fact, because facts matter.
Quote:
“You are not in a position to make statements as to our intent or whether we care or not.”
You shot yourself in the foot with all the email traffic and your lame excuses and lies for lack of testing defective batteries. Perhaps you need your memory refreshed from the emails you sent:

Quote:
From Rob Email Sept 23rd: "Again I ask that you check the batteries yourself when you send the replacement" - again I will state that this is not possible. The warehouses are in either OR or HK and I'm in NY. The co will not authorize a shipment to my office to simply test 2 lipos which would then need to re-shipped to you in CA."
Quote:
From Rob Email Sept 24th: "When you tell me you are not willing to have batteries from OR shipped to NY to test or have someone in that warehouse test any that says a lot." - I never told you that. First, the OR is simply a fulfillment location, there are no techs there to properly evaluate lipos. Second, it's just simply not reasonable logistically unless it is determined to be a widespread issue. If once I get your batts and test them I find them all to be faulty I will then inquire about having stock quarantined for evaluation."
Let us recap the web of lies and deception:
1 - As a Supervisor of HK, the company would not authorize you to get to the root cause of the problem by having a pair of measly battery shipped from OR to NY.

LOL, yeah this is real believable, I mean who are you trying to fool here.

2 – Your fulfillment center OR does not have any techs.

So not a single person is competent to simply charge a battery and check as the voltage drops immediately down to nominal voltage b/c the cells are defective and garbage which don’t hold a charge? Fine, I can live with the fact no one is capable of plugging in a battery into a charger at OR facility.

3 – “…it's just simply not reasonable logistically unless it is determined to be a widespread issue…”

Here in lies your problem, you are not authorized to have batteries shipped from OR to NY, nor can any personal in OR test batteries, the batteries I shipped back were defective garbage with video proof they don’t hold a charge.

So how did you manage to determine there was no problem? Because your statement “As to your specific case, we were unable to replicate the poor performance you claim to have experienced with the batteries you returned.” is a disgraceful lie since I have multiple videos with the serial number shown on the packs in the videos with the problem reported.

This exact problem was reported in a 2017 review on Amazon about the defect of the cells in these packs, fortunately you can’t filter and delete bad reviews like your website. To have the audacity to say you care is utter nonsense. Neither you nor hobbyking care about fixing any issues or getting to the root of a problem and facts back it up.

You see, when you continue to lie and try to cover the deceit the truth will always come out. Your lack of candor is shameful. When you say “and in the end you were compensated for them”, the truth is you had multiple opportunities not to commit theft, and provide the Paypal refund you promised in a handful of emails, but you failed to be honest and do right thing, I filed a complaint with Paypal and it was Paypal who gave me the refund, not you or hobbyking.

As I said, I’m done with your company, and will tell everyone about my experience with you and hk. You can continue to try to flag and block my posts, I will continue to appeal them so everyone in this community can see the facts!
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Old 11-05-2019, 04:12 PM
jetspeedz is offline
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I've been in the RC community for over 20 years this is not my first rodeo but I'm new to this forum.
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Old 11-05-2019, 04:41 PM
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There is a very simple solution to it all. Stop buying from them, and support a shop that is local to you, or a trusted online vendor and buy from them.
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Old 11-05-2019, 04:53 PM
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I couldn't agree, more and that is exactly what I'm doing. If the local shop does not have it I use other trusted sites who are reputable and do the right thing.



I just found it astonishing the way they handled this and blocked my posts on another forum to keep the facts from coming out. This rubbed me the wrong way the most.
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Old 11-06-2019, 09:11 AM
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That should bring HK to its proverbial knees.
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Old 11-06-2019, 09:51 AM
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Bad mouthing!

I pretty much stay away from badmouthing anybody but I had a bad experience with HK. Now I’m taking a different approach with them after seeing them in action. I learned about their take on doing business and they won’t get mine ever again. When conversation at the hobby shop turns to “getting something at HK,” I always ask if they sit on the front row at church and cuss like that.... Ends that conversation!
WT
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Old 11-06-2019, 10:05 AM
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To me it sounds like your wigging out just a little over the top.. I would have exchanged them and went on with my life.. lol.. when you start demanding things and telling people what you will and won’t except rite off the bat it just sets you up for a bad situation! Just my opinion that’s it nothing more nothing less.. and yes I read the emails
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Old 11-06-2019, 10:45 AM
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I generally think it's pretty bad form for your first post on any site like Flying Giants to be a complete rant against a vendor. OP has been in RC hobby for over 20 years, this isn't his "first rodeo" but he all of a sudden decides his first post is a diatribe like this? Sorry if you had problems, but I generally find you catch more bees with honey than you do with vinegar. There have been plenty of people who sign up on FG for the sole reason to complain about a company. (Or they've been on FG for a while, but need to create a new user ID to be able to make the negative post in relative anonymity.) In my opinion, I tend to be very skeptical of people who handle things that way. But that's just me. Please carry on as you were.
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Old 11-06-2019, 12:47 PM
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I'm not angry, I got my money back after filing a claim with Paypal.

What upsets me is Rob tried his best on a website they are a sponsor to sensor anything I posted by blocking them so no one could read the facts while fabricating one lie after another to fit their narrative so they don't look bad as a business not honoring their own policy but also not looking like thieves.

If you are owed a refund after you ship a defective product back and you are promised in multiple emails you will receive a refund and you give them multiple opportunities to do the right thing but they lie and steal in essence, you stop doing business with them, and let fellow hobbyist know it could possibly happen to them as well, you've done your due diligence and move on.



I gave them the benefit of doubt, all the emails are there for traceability, the bottom line is Rob lied and stole from me until I contacted Paypal which sided with me. Had it not been for Paypal I would have never received a refund.



There was no option of receiving replacement packs, they were from the same defective batch like all the others, sometimes you have to cut your losses and move on.
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Old 11-06-2019, 12:47 PM
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Quote:
Originally Posted by WangoTango View Post
I pretty much stay away from badmouthing anybody but I had a bad experience with HK. Now I’m taking a different approach with them after seeing them in action. I learned about their take on doing business and they won’t get mine ever again. When conversation at the hobby shop turns to “getting something at HK,” I always ask if they sit on the front row at church and cuss like that.... Ends that conversation!
WT

You won't be the first or the last sadly.
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Old 11-06-2019, 01:08 PM
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QUALITY BATTERIES AND GOOD CUSTOMER SERVICE. https://www.buddyrc.com/
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Old 11-06-2019, 01:53 PM
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QUALITY BATTERIES AND GOOD CUSTOMER SERVICE. https://www.buddyrc.com/

thanks for the tip
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Old 11-06-2019, 09:34 PM
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For cheap batteries for my foamies I use HK and for the occasional small motor or small speed control too. For anything that goes in a plane over $150 I will go to a good brand like Castle, Hacker, Pulse, thunderpower, Fromeco, or a Tower/Horizon product. I’ve had issues with HK but they were all solved in a timely manner with good outcomes. In some cases, you get what you pay for and that’s kind of an understanding I have about HK. Their customer service has gotten better over the past 5 years but they definitely aren’t known for outstanding CS. I bought a Turnigy LiPo once that wouldn’t take a charge and was out of balance. I plugged it into the plane, loaded it up for a minute and then was able to charge it without issue. I still have that 30c 4 S 2200 today after 3 years.

I have guys in my club that won’t buy from Tower/Horizon anymore because of bad CS experiences, so it can happen with the good US based companies too. My father also bought a 2s venom battery that lit on fire during the first charge, so even good brands have their issues.

I used to buy from my LHS but both have gone out of business near me which is a shame. Now I have to use the online Four Letter Words. I miss my Hobby Shops, but the good old, one on one, storefront customer care is a blast from the past in many cases now.

Glad you got your money back.
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Old 11-06-2019, 11:27 PM
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Old 11-07-2019, 01:40 AM
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Originally Posted by Toothata540 View Post
For cheap batteries for my foamies I use HK and for the occasional small motor or small speed control too. For anything that goes in a plane over $150 I will go to a good brand like Castle, Hacker, Pulse, thunderpower, Fromeco, or a Tower/Horizon product. I’ve had issues with HK but they were all solved in a timely manner with good outcomes. In some cases, you get what you pay for and that’s kind of an understanding I have about HK. Their customer service has gotten better over the past 5 years but they definitely aren’t known for outstanding CS. I bought a Turnigy LiPo once that wouldn’t take a charge and was out of balance. I plugged it into the plane, loaded it up for a minute and then was able to charge it without issue. I still have that 30c 4 S 2200 today after 3 years.

I have guys in my club that won’t buy from Tower/Horizon anymore because of bad CS experiences, so it can happen with the good US based companies too. My father also bought a 2s venom battery that lit on fire during the first charge, so even good brands have their issues.

I used to buy from my LHS but both have gone out of business near me which is a shame. Now I have to use the online Four Letter Words. I miss my Hobby Shops, but the good old, one on one, storefront customer care is a blast from the past in many cases now.

Glad you got your money back.

Thanks, yes I did get a refund. This post is more of a PSA than anything to the members on this forum.



The issue isn't the bad product, every company has hits or misses and has issues with quality control or makes defective products.



It's how a company responds and take ownership of an issue. Most importantly, how honest the person is on the other end you are dealing with. The lack of candor and continued dishonesty was the most troubling part dealing with Rob who is a Lead at hk, not a low level customer service employee. He on behalf of hk committed theft and withheld the funds that was rightfully owed to me. I had to go through Paypal who received a copy of all the emails and the arbitrator easily saw in my favor because Rob and hk did not have a leg to stand on.



It is sad Rob thinks he can try to scam people in essence and get away with it, in the end Paypal remedied the situation and the Facts mattered. So this is simply a warning it can happen to anyone who chooses to shop with hk.


Take for example the reviews here, you can't make this stuff up.

https://www.trustpilot.com/review/www.hobbyking.co.uk
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