Ok let me clarify... My friend is scared his sidewinder will end up taking as long as my MMM ESC.

I have eight other brushless systems that have had very good luck with and good customer service. Never have I had to wait this kind of time to get running again. They are not CC systems.

Point taken. Maybe your friend could ring CC and get an estimate of current turn around times.

Yea good idea.
I know most of their backlog and delays have been with their new MMM system.
I will be sure to let him know to call first.

Yeah, but... if he never sends it in, its never going to get repaired- why wait even longer when he should send it in asap, that way he will get it back asap too.... :neutral:

I'm not saying don't send it, just find out how long you might expect to wait. Then run another esc and not worry about it for * weeks. CC might appreciate it if there not getting calls every other day asking 'where's my esc'.

Wow, Iam amazed at Castle service.
Another friend of mine, (same group that gets together on Saturdays) just had his MMM fail on him. He called Castle and they told him they would send out a brand new one in a prepaid postage and just return his when the new one gets to him. And yet Iam still waiting almost 6 weeks later.
Guess they like his money more than mine, or maybe I really pissed someone off at Castle. Either way my opinion with Castle service is.. They can kiss my hairy a**.
Iam really pissed off at them. Can you tell?
I do spend alot on RC's but I will be staying away from all Castle products.
This is just my experiance with them and my opion based on my treatment.
Sorry to unload here but I really think people should know about this kind of service.

"This" kind of service has always been spectacular for me. I get my emails responded to within 24 hours (usually 2 hours, if I send it out during their business hours), and I always did the mailer thing. Was a lot easier.

For 99.9% of people, they are nothing but completely satisfied and impressed with Castle's service.

Rather than post on here about how horrible they are, maybe you should consider calling or emailing them?

Oh, trust me I have called and emailed them. I do get an answer, every time, same thing. "Please allow at least another 2 weeks".
I know others get great service, in fact it sounds like almost everyone, hehe.
Like I said this is my opinion and Brian says we are all entitled.
This thread is for your rating of Castle service. I think it is an appropiate place to let people know how their service is.
If Iam out of place, then please have a moderator delete my posts.

To me this sounds much more like a case of someone that has an axe to grind than a real story. I have been able to get in touch with everyone at castle from Joe Ford to Patrick himself and any others I have tried to contact. Forgive me but based on my own experience with these guys I have a hard time believing this. I also know Patrick checks this post regularly and has always in the past taken care of everyone on here, even ones who have bashed him and his company.

Believe this or dont. I never had an axe to grind with Castle. Until now.
What would you like me to do? Post in here a copy of my repair order? Or all the fedex docs for shipping or maybe the mail-in info that was included with my shipping. I have copies of it all.

Let me ask all of you this question?
If you were in my shoes what would you do?
I have talked/emailed with support intially, then Joe Ford, then repair support. I am for real. This situation is for real.
I welcome any advice that would help expedite this situation.

As far as horrible service, or bashing on them, I think i told you about my friends latest ESC. They will prepaid postage and get one out to him ASAP, that is pretty good. That is what you all have seen in their service.
It seems that Castle may have an axe to grind with me? Why I dont know?
I have held my tongue long enough.

Maybe this is a situation where my original got lost or ?? Whatever the case I think I have waited my turn long enough.

Edit.... P.S. I am also finding this hard to believe

I just got word today that repair has finished repairing my controller and they are sending it out today. I should have it within a couple of days.
So 6 weeks is what it takes.
Maybe I should have held my tongue a couple more days.
My apologies to all of you for unloading my frustrations here.
I will now go back to trolling these forums and keeping my mouth shut.

And again, I apologize for the delays -- but early summer is always tough here-- our rate of warranty and non-warranty returns about triples this time of year, and it can take a while to work through everything.

Patrick

Thank you for your reply Patrick.
Sorry I lost my head, :oops:

I have been very happy with CC service- replaced my M25 and SW very promptly (2-3 weeks) but it did take about 11 weeks for me to get my MM ESC back when I sent it in for repair, but that was when the MMM was coming out with failures left and right. Therefore castle got a 10/10!

Thanks Castle! Yet another happy customer again.

I picked up a MMM refurb the other day. I soldered a connector on and went to set it up and nothing would happen. No beeps or lights, but the fan turned on. I tried reprogramming with the CastleLink and still nothing. So I called up this morning and Thomas took care of me. Shipped out another one with a prepaid return shipping for the bad one. Thanks guys! Thats what makes you guys great!

Mine (along with another) were sent in about 4 weeks ago, and have been told "its going to be about a week" 3 or 4 different times by different people- I have never had this problem before. I dont mine waiting for good components- but when im told 1 week, and each time i call back I am told another week, it starts to get old.
If its going to take two months- then thats fine, just say that and I wont be on your call waiting lists :)

Castle's customer service is awsome. that's why i keep buying them. I've got 8 monster mambas, and 4 of them have been sent in for repair or replacement. All of the people i've delt with were extremely professional and friendly.

Joe Ford in particular went above and beyond the call of duty to take care of me with a warranty repair i had, and it just sealed the deal i'd stay with castle's products for as long as i raced.

I do obviously have back-ups due to their warranty demands, but i expect it. With a great product comes a great demand.

Here a shoutout to Thomas, got me setup with a 3rd MMM after mine bit the dust :)

What is most obvious to me with CC is that all of them love what they do, which I think is the determining factor as to why the service is so good. Of course I would prbably love working at CC as well! :D

Second that notion! Thanks Thomas!

love the comunication...just think they must be busy like crazy since they seem to have lost my mmm lol

have never needed cust service for my r/c stuff before but CC has excellent cust. service compared to your normal retail experience. sure i had issues with some controllers and cried on-line like alot of people but like others have said, when i called morgan answered and the defective units were replaced. the current v3 in my rc8 has like 60+ races on it mostly 6s but some 4 too recently for the tiny indoor tracks. i will never use any other company after my dealings with castle and their products. when these thing are "on" man look out! easy to program with the castle link, auto lipo w/adjustible cutoff, c'mon! the tekin wasnt out when i built my car, and its fast and looks nice but i say **** roar i will use my castle and continue to do well in nitro and electric "club" races. i think its lame somebody's gonna tell me what i can and cant run and direct me to inferior or overpriced "legal" alternatives. also i dont know if i have said this here before but what is going on with the 5-7 min race thing? is it just here in socal? how many people cant make a 10-15 min race with a 1/8 scale? i get sick of seeing (and loosing to! lol)1/10 scale speedos and 2-3s lipos in a plastic car pushin a 550 slovak motor. why head in that direction? are we not supposed to race these cars on outdoor tracks?

whew sorry guys its over!

my take on castle is, what more can you ask for. Always help us out and our stuff. I agree sometimes it takes longer than expected but frankly I feel lucky they didn't send them back with a "blow me you idiot" card attached to a controller that someone smashed with their boot. Always curtious personell and we all do tend to wreck our stuff at the same time may-june lol Id hate to work there at that time. Just imagine what cretins they think we are sometimes. A+

I'm amazed they can be as great as they are. Jenny went above and beyond to replace my MMM, the day I called. (Thank you, Jenny, I know I'm a little whiny) I talked to them Monday, and picked it up on Tuesday from them. No ?'s asked, just handed them a year old v2, and she handed me a brand new V3. What more can you ask for?
Also like to say, It's very impressive of them to do what they do, where they do it. They are not spending ton's of money on a multi-million dollar facility. They are more like a small town shop, on an old small town downtown area, In the middle of a big town.