Gave up on HPI!!!

[Whichway]

I don't want to offend the HPI die hards, but their customer service SUCKS!!! I purchased the Blitz kit that had some minor parts missing, and contacted them in the same week that I made the purchase. Talked to a Michael Gonzales, who said I had to send them a receipt...which I sent, in two different formats. Never heard back from him..so I called and left several messages for him on his answering service.....nothing...So I called again (front desk) and explained what was going on. They got him on the phone and he was lackadaisical with his response and replied with "oh, I'm sure the company will send the parts....then hung up! Nice way to lose a customer!!!! It's been over 5 months...no contact from HPI in any form....and no parts either!!! It must be that they really don't need my business, or the business from any one I talk to!!!

 

[Bangor Lad]

X 2 on that. I had terrible trouble with them and gave up on trying to get an answer on WHAT is included on the 2 year warranty !

 

[hamz9561]

If you are having problems with a customer service rep, don't be afraid to ask to speak to their supervisor.

 

[Chucksolo69]

After the issues my buddy had with his HPI RS4 RTR, I vowed never to buy an HPI product and haven't in the 12 years I have been into RC. He never could get the engine to run reliably and the one time he did, the clutch shoes melted to the bell!! I ran 10 tanks of fuel through my Traxxas Nitro 4-Tec to his 1 tank in that POS. I'm sure HPI has gotten better since then, since this was circa 2001, but that experience just soured me on HPI. So far I have had Traxxas (great customer service), Losi, AE, and OFNA. Interestingly enough, I have never had to use the customer service for the Losi, AE or OFNA vehicles. The cars I have bought from them have been that good.

 

[ChiefGeek]

BBB complaint. Even if they are not listed you can still manually enter their information. BBB is by far the best method to get a stubborn company to do whats right. Usually because it gets the attention of higher ups who go down and tell someone to get this fixed and get it fixed now.

 

[theant]

Yeah, Traxxas and Losi both have great customer service. If you have issues with a part, they will just ask for your info and right away you have your parts being sent to you in the mail, no questions asked!!! When the servo went in my sons micro highroller took a crap, I didnt have to provide any kind of receipt, just where do you live etc. and before I knew it it was back in the truck and my son was having fun again!! HPI has great products, and everyone knows it, and everyone buys there stuff....maybe thats why they dont really care if they lose a customer here and there.

 

[MustangMan]

I'm a big fan of HPI's stuff, and just to show the other side of the coin, EVERY company has CS issues of some sort. Hit the Traxxas Facebook page and read all the complaints about CS. I'm not knocking Traxxas, just saying that every company has issues with CS and there are also some customers you simply will never make happy (not saying that's the case here)...

Mark

 

[theant]

Exactly!

 

[cwal1774]

Why didnt you take it back the hobby shop where you bought it from and have them contact HPI or exchange it for a new one? You said you had the reciept and you that it was within the same week. Traxxas has to have good customer service because their stuff breaks if you breathe on it too hard. I've had the T-MAXX 3.3 and had to call Traxxas all the time. Bought a Savage XL and never looked back. HPI RULES!!

 

[Chucksolo69]

I have NEVER had to call Traxxas CS with the 8 Traxxas vehicles I have owned. I have used their motor/engine replacement policy 4 times with great results. HPI may or may not have good CS, I just don't like their products after my experience. I think their bodies are ugly too. The MTs look too much like a brick for me.

 

[robmob]

I have never had a problem with a Traxxas or HPI product.

I have had to be sent replacement parts on my Losi comp crawler due to known QC problems during initial release. Losi took care of it with no problems.