I wish to take just a moment to pass along a horrible customer service experience I have had with Integy. Overall, I cannot really complain about their products, but recently I had a shock shaft on an Integy piggyback for me Revo snap about two months after getting them. Wasn't bashing or anything, just running my Revo around in the yard to tune the engine.
To submit a customer service issue to Integy, you have to sign onto a ticket system, like a helpdesk. You submit your issue and wait for a response. Here is the ticket thread from Integy:
So, after receiving their obvious answer that I need replacement parts, I decide to send them an e-mail because no one answers their phone. Here's that thread:
I mean, wow! I have never in the 37 years I have walked this earth ever had a company treat me so shabbily! I am utterly dumbfounded that a company would treat a customer this way, no matter what!
I bring this to your attention only to let you know that, should you have an Integy product that ever needs warranty work or replacement done, don't count on it! Clearly, they do not care.
Best of luck!
To submit a customer service issue to Integy, you have to sign onto a ticket system, like a helpdesk. You submit your issue and wait for a response. Here is the ticket thread from Integy:
itle : Piggyback Shocks for Revo
On 03-12-06, I ran my Revo in my yard merely to check the tune on my engine and just to run it on an atypically mild day here in Ohio. I was not jumping the truck or really 'bashing' with it, but running it around the yard. As I was cleaning the truck off, I noticed that the right, rear shock shaft had severed in two places (see attached photos). I'm curious as to whether I can get a replacement shock and if so, what process is required to obtain one. Thanks! Ellery Savage, Jr.Attachment: Revo-Failed Integy 2.jpg
Staff/User Responses
iwong 20/03/06 11:05 Can you give us more details? ... the picture is showing a part that looks like a foam insert and the picture says Revo / Savage?---------------------------------------
esavage 20/03/06 15:57[ Edit ] Savage is my last name. The picture is of the bottom of the shock. What looks like a foam insert is actually the sheared off shaft still in the bottom shock mount. I will try to send another picture as well, as soon as I figure this site out. Also, will it take eight more days for a response? Just want to get an idea of how long my rig may be down or if I should just buy some different shocks. Thanks!
esavage 23/03/06 03:17[ Edit ] Hey, you guys going to get back to me on this or should I just go buy a different set of shocks? I know it's for a hobby truck, the difference is you guys get paid for it, I don't. I spent close to $100.00 for these shocks to have one fail within a month on nothing more than a hour of run time in my lawn. This is taking way too long, so how about someone getting back to me on this, please.
iwong 26/03/06 13:25 You need replacement parts. Here are the links: http://integy.automated-shops.com/cgi-bin/webc.cgi/st_prod.html?p_prodid=3738&p_catid=73 http://integy.automated-shops.com/cgi-bin/webc.cgi/st_prod.html?p_prodid=3436&p_catid=73 http://integy.automated-shops.com/c...tid=73---------------------------------------
esavage 26/03/06 13:49[ Edit ] Geez, you think? Is this warranty or not? Come on, this is ridiculous! You are treating me like some moron when the absolute opposite is true! This is a waste of my time! You've lost any future business from me simply because of this! I don't care if my LHS is GIVING Integy stuff away. Smart-alec responses like, "you need replacement parts" are uncalled for and out of line.
esavage 26/03/06 13:49[ Edit ] Geez, you think? Is this warranty or not? Come on, this is ridiculous! You are treating me like some moron when the absolute opposite is true! This is a waste of my time! You've lost any future business from me simply because of this! I don't care if my LHS is GIVING Integy stuff away. Smart-alec responses like, "you need replacement parts" are uncalled for and out of line.
So, after receiving their obvious answer that I need replacement parts, I decide to send them an e-mail because no one answers their phone. Here's that thread:
Good Luck and that's not the way to get result you are looking for.
In a message dated 3/27/2006 8:39:55 A.M. Pacific Standard Time, [email protected] writes:
Wow, I cannot begin to understand why you would do this? Seeing as how I am the moderator of one of the largest R/C forums, you're willing to risk your business by being a smart-ass? Good luck, dink!
Ride to live, live to ride
Ellery Savage, Jr.
[email protected]
-----Original Message-----
From: [email protected] [mailto:[email protected]]
Sent: Monday, March 27, 2006 1:52 AM
To: [email protected]
Subject: Re: Where's the Customer Service?
"Savage" and that's your real name? LOL!
In a message dated 3/26/2006 3:31:00 P.M. Pacific Standard Time, [email protected] writes:
I've submitted an issue via your online ticketing system, and to say I'm less than satisfied with how this has transgressed would be a monumental understatement. I'm attaching a copy of the thread within your ticketing system to illustrate the lack of customer service your company has displayed to date. Given that the market your in isn't exactly a hot growth arena, I would think that customer service would be paramount to your continued success within the market. Clearly I have thought wrong. I am extremely displeased with the responses I have been given regarding my issue and at the moment cannot and will not justify spending any additional money on products from Integy if this is standard procedure.
I offer this only in an attempt to hopefully rectify an obvious issue within the organization. How you choose to use this information is entirely up to you.
Regards,
Ellery Savage, Jr.
Ride to live, live to ride
Ellery Savage, Jr.
[email protected]
I mean, wow! I have never in the 37 years I have walked this earth ever had a company treat me so shabbily! I am utterly dumbfounded that a company would treat a customer this way, no matter what!
I bring this to your attention only to let you know that, should you have an Integy product that ever needs warranty work or replacement done, don't count on it! Clearly, they do not care.
Best of luck!