repair time

[DwightSchrute]

i sent in an ESC on june 1st.

it was logged in as received on the 10th.

then a tech emailed me and said it would be 2-3 weeks before i would get it back or replaced....really? on top of the 10 days i already waited?

i'm really not trying to complain, but why are the turnaround times for repair or replacement still almost a month and in this case it looks like longer?

i could understand it when you guys were redoing the monster mambas, but now you support the E-Revo, E-maxx, Savage Flux, Vorza, and i guess the SC8 too.

I understand product development and now moving, but it seems like it's always someting with you guys.

why can't you ever get ahead and cut down on the downtime for the guys who already support your business?

why is it that you have tons of escs in the vehicles that are in stores, and piles of combos that i always see for sale, but none on your shelves at castle for replacements?

i really feel like this is an area that needs a HUGE improvement.

thanks for your time.

[Pdelcast]

Dwight,

I think the 2-3 week quote is just the standard reply, and represents the worst-case.

On average, it's 2-3 days for replacement on an MMM right now.

Thanx!

Patrick

[DwightSchrute]

Originally Posted by Pdelcast

Dwight,

I think the 2-3 week quote is just the standard reply, and represents the worst-case.

On average, it's 2-3 days for replacement on an MMM right now.

Thanx!

Patrick

so why has mine been there for going on 3 weeks now?

[Pdelcast]

Originally Posted by DwightSchrute

so why has mine been there for going on 3 weeks now?

Because not every repair or replacement can be done in the "average" time.

We always keep some extra stock on hand for repairs and replacements, but sometimes we run short on those. We have a pretty large number of products that we build in our facility, and it takes about four to six weeks to go through the entire product line in assembly.

I'll check personally on your repair today, and I'll give you status here.

And please be aware -- OEMs (like Traxxas, HPI, etc.) have to wait a minimum of six to eight weeks from order to delivery. Repairs/replacements and warranty service is ALWAYS top priority at Castle.

[DwightSchrute]

Originally Posted by Pdelcast

Because not every repair or replacement can be done in the "average" time.

We always keep some extra stock on hand for repairs and replacements, but sometimes we run short on those. We have a pretty large number of products that we build in our facility, and it takes about four to six weeks to go through the entire product line in assembly.

I'll check personally on your repair today, and I'll give you status here.

And please be aware -- OEMs (like Traxxas, HPI, etc.) have to wait a minimum of six to eight weeks from order to delivery. Repairs/replacements and warranty service is ALWAYS top priority at Castle.

Patrick,

i just sent you my information, thanks for checking for me.

i appreciate the time and effort.
-Jeff

[Pdelcast]

Originally Posted by DwightSchrute

Patrick,

i just sent you my information, thanks for checking for me.

i appreciate the time and effort.
-Jeff

Hi Jeff,

Here is my answer from Christy:

Patrick,

Yes, he sent in his Monster on 06/10/10. We just started getting these into stock yesterday. I can have one sent to him today.

Regards
Christy Graham
Castle Creations Inc.

[Arct1k]

And when did you see the President of Tekin, Novak, Traxxas or anywhere else take care you like that... ;)

[bryan]

This is why all of my cars have catle controllers in them!!

[freeagent]

I agree, I <3 my castle setup.

I tried the "other" guys, and was dissapointed. My Castle setup has been the reliable (and fun) way to go

[TexasSP]

Originally Posted by Arct1k

And when did you see the President of Tekin, Novak, Traxxas or anywhere else take care you like that... ;)

Sure, Bob Novak did this for me.....................

Oh wait, no he didn't.

PDC FTW!

[DwightSchrute]

Originally Posted by Pdelcast

Hi Jeff,

Here is my answer from Christy:

Patrick,

Yes, he sent in his Monster on 06/10/10. We just started getting these into stock yesterday. I can have one sent to him today.

Regards
Christy Graham
Castle Creations Inc.

Actually, that's not entirely accurate.

I sent in the order via online on the 1st. i mailed it on the 2nd...so i was inaccurate by 1 day...sorry,my bad.

here's a copy of the beginning of the email:

Castle Creations, Inc. Order Confirmation 2125-6539-6881
From: Castle Creations, Inc. <christy@castlecreations.com>
christy@castlecreations.com To:
Date: Tue, Jun 1, 2010 7:43 am

This is an automated message acknowledging successful initial
processing of your order placed on the World Wide Web.

You may check your order status by writing to:
christy@castlecreations.com
For inquiries, please reference order# 2125-6539-6881

Visit us often at: http://www.castlecreations.com
************************************************** *******
NOTE: To check the status of a repair, please contact:
repairs@castlecreations.com
************************************************** *******


CASTLE CREATIONS REPAIR REQUEST


I sent it in on the 2nd. Castle got it on the 4th

here's the official report from USPS:

Label/Receipt Number: 0310 0480 0003 2269 5164
Class: Priority Mail®
Service(s): Delivery Confirmation™
Status: Delivered

Your item was delivered at 12:38 PM on June 4, 2010 in OLATHE, KS 66061.
Detailed Results:
Delivered, June 04, 2010, 12:38 pm, OLATHE, KS 66061
Out for Delivery or Available at PO Box, June 04, 2010, 10:42 am, OLATHE, KS 66061
Sorting Complete, June 04, 2010, 10:12 am, OLATHE, KS 66061
Arrival at Post Office, June 04, 2010, 7:46 am, OLATHE, KS 66061
Processed through Sort Facility, June 02, 2010, 5:20 pm, STERLING, VA 20166
Acceptance, June 02, 2010, 9:59 am, MANASSAS, VA 20110

i then got an email from Charles on June 10th to say they received it:

Castle Creations Repair Update
From: Charles Chase <charles@castlecreations.com>
charles@castlecreations.com To:
Date: Thu, Jun 10, 2010 2:18 pm

Dear JEFF,

Thank you for sending in a repair to Castle Creations.

We have received your 010-0062-00 (Monster Max).

We will examine your return and if any problems are found we will send you an email on our findings. In the mean time we will replace yours with a new or refurbished unit once they are available.in the next 2 possibly 3 wks.

Please let us know if we can assist further.


-- Sincerely,

Charles Chase
Castle Creations
Repair Department
(913)-390-6939 Ext.2


that was the last i had heard of anything until today.

However, i thank you for taking out the time to get this resolved personally.
I know this was a giant pain in the ass, but the fact that you got one in the mail for me today speaks volumes on how you conduct business.
I really appreciate it Patrick.

Have a good weekend,

-Jeff


EDIT: BTW...i got a tracking number from them today via e-mail shortly after Patrick posted his resonse. Again, many thanks.

[Pdelcast]

Originally Posted by DwightSchrute

However, i thank you for taking out the time to get this resolved personally.
I know this was a giant pain in the ass, but the fact that you got one in the mail for me today speaks volumes on how you conduct business.
I really appreciate it Patrick.

Have a good weekend,

-Jeff


EDIT: BTW...i got a tracking number from them today via e-mail shortly after Patrick posted his resonse. Again, many thanks.

Hi Jeff,

It really didn't matter -- it would have gone out today whether I got involved or not, just coincidental that I got involved on the same day that a replacement was available.

I'm glad I was able to get a timely status for you though.

Sorry for the delay -- but this time of year we often get a little overwhelmed.

Thanx!

Patrick

[suicideneil]

^I can imagine; in summer all the noobs come out to play, with their emaxxes, erevos and fluxs geared for 80mph using MA 6s lipos- better start stockpiling MMMs....

[Arct1k]

Well my SpeedPassion ESC Combo has been awaiting replacement since July 5th 2009!!!

[DwightSchrute]

Originally Posted by Arct1k

Well my SpeedPassion ESC Combo has been awaiting replacement since July 5th 2009!!!

Seriously?!