Warranty on novak?

[Nephre]

Just wondering how the warranty of novak works? Reason is that I reacently bought a Novak Mongoose 10.5 for a friend to have in his Vendetta ST and it hasn´t really worked that well and yesterday it smoked on him, he says that the esc probably smoked because of a bad motor. I think the warranty should take care of this since he has been running it within the specs and he have had it for three weeks at the most but the question is, should I contact Towerhobbies who I bought it from or should I contact Novak?

[Dafni]

I'd just give Novak a call and ask them.

[Nephre]

Hmm, I live in sweden so there´s quite a time difference, I´m hoping for a reply here, and I´ll try to email them as well

[Dafni]

Tell ya what, I call the states pretty often. The time difference is actually handy here, you can call them when you get back from work, and they will still have morning office hours. No problem there.

A phone call will give you the best way of comunication, you can explain the problem properly. And on the phone you usually get better help than on email.

Just my opinion

[Semi Pro]

just be ready to fight, ever time i have sent anything to novak for warenty they have allways tryed to blame me.

even when its novaks problem you still have to pay the shipping both ways

its sad too because i have always been on board with novak since SS brushless systems came out.

so i wish you luck and let us know how it goes

[JThiessen]

shoot an email to charlie@teamnovak.com
He handles most of the customer service issues. Been good to me. You will only have to pay to ship it to them, not back to you.

Oh, and there is a warranty claim form on their website, which you print out, fill it out, and put it in with the package.

[NovakTwo]

Our warranty covers factory defects in materials and workmanship---it does not cover damage from installation and use. In gray areas, we generally give the customer the benefit of the doubt.

All products are thoroughly checked before shipping. System components are wired up and tested together. But send charlie@teamnovak.com an email with a description of your damage, and he can advise you.

[tc3_racer_001]

i heard from a fellow E racer who has blown 3 motors and 2 esc's runing in spec below your recommended gearing and temps, he has to pay to ship it to you (more than fair) then pay to get it fixed (more than fair) but then u charge him UPS rates to ship it back (aparently around $50 each time...) why? when i heard this i decided never to buy a novak system... i d rather pay 20 bucks to send it to another company, pay a flat rate fee and let them send it back a little slower but for free....


can you please comment on this? it seemed like paying more than $100 just for a motor repair was crazy.... but anyway, have a nice day :)
ryan

[Semi Pro]

Originally Posted by tc3_racer_001

i heard from a fellow E racer who has blown 3 motors and 2 esc's runing in spec below your recommended gearing and temps, he has to pay to ship it to you (more than fair) then pay to get it fixed (more than fair) but then u charge him UPS rates to ship it back (aparently around $50 each time...) why? when i heard this i decided never to buy a novak system... i d rather pay 20 bucks to send it to another company, pay a flat rate fee and let them send it back a little slower but for free....


can you please comment on this? it seemed like paying more than $100 just for a motor repair was crazy.... but anyway, have a nice day :)
ryan

thats the way its been for me too

[tc3_racer_001]

well that sucks doesnt it... and its not like the systems are perfect either - although if castle creations had the same repair/return policy people wouldnt send in their systems until the problems are fixed...


anyway id be happy to hear from novak-two about their return policy.

[NovakTwo]

It's difficult to comment on transactions about which I do not have all the details. If you want to PM me dates and invoice numbers, I will track down the information and let you know what I find.

We have a distributor in Australia who handles service on Novak products sold in that market. Therefore, customers in Australia should not have to ship items back to us for service.

Originally Posted by tc3_racer_001

i heard from a fellow E racer who has blown 3 motors and 2 esc's runing in spec below your recommended gearing and temps, he has to pay to ship it to you (more than fair) then pay to get it fixed (more than fair) but then u charge him UPS rates to ship it back (aparently around $50 each time...) why? when i heard this i decided never to buy a novak system... i d rather pay 20 bucks to send it to another company, pay a flat rate fee and let them send it back a little slower but for free....


can you please comment on this? it seemed like paying more than $100 just for a motor repair was crazy.... but anyway, have a nice day :)
ryan

[NovakTwo]

Originally Posted by Semi Pro

thats the way its been for me too

We have a flat-rate replacement/exchange fee for Novak products not covered by the factory warranty that I described above.

[NovakTwo]

I just noticed that you live in Sweden. We have a distributor there, also, who handles service transactions for his Novak customers in Sweden.

Originally Posted by Nephre

Just wondering how the warranty of novak works? Reason is that I reacently bought a Novak Mongoose 10.5 for a friend to have in his Vendetta ST and it hasn´t really worked that well and yesterday it smoked on him, he says that the esc probably smoked because of a bad motor. I think the warranty should take care of this since he has been running it within the specs and he have had it for three weeks at the most but the question is, should I contact Towerhobbies who I bought it from or should I contact Novak?

[Klausen]

I live in Denmark (right next to Sweden), and I had an issue with my HVmaxx. I wanted to upgrade to the sintered rotor, but couldn´t get the old one out.

I emailed Charlie, and send it over the Atlantic. 2 weeks later I recieved a brand new HV6,5. (I only payed the shipping costs to Novak, and recieved it for free with UPS).

That´s great customer service.

[Semi Pro]

Originally Posted by NovakTwo

We have a flat-rate replacement/exchange fee for Novak products not covered by the factory warranty that I described above.

i found my invoice

i was charged a $5 handling fee and $10 to ship it back to me last month