Quote:
Originally Posted by outlaw
You have no idea...
I work 15 years in customer service for a US company like Castle Creations only differnce is, our product is way bigger but at least as complex as Castles products.
It is all about reputation and even if some things don't work as expected and /or some bits and pices don't work for a certain amount of people.
You need to see the hole picture and the picture does tell one story
This guys try real hard and the meet almost ever customers needs
this is the feedback you will get back from almost every Castle customer in Europe.
customer support is NOT an deparment, it is an attitude
And in my opinion Castle is one of the only companys I know about, showing a great attitude towards there customers.
stop blaming and support Castle to make there products even better our go and buy Hobbywing or Tekin
just my 2 cents
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IMO Customers want a warranty but they want a product that's reliable so they need never have to use the warranty, and when the turnaround on that warranty is in excess of 2-3 weeks now? Then doesn't that say that the product is anything but reliable?
For people in the US it's an inconvenience, sure, $5-$6 post, send it in etc, but to send a MMM or MMMXL from Australia, tracked, insured etc it gets to the $35-$40 mark rather quickly, a week there, 2-3 week turnaround, 1 week back.....
You know what for $40 we can buy a Hobbyking 1/8 Esc, even if I blow one a month, I'm financially better off than buying a $100-$200 Castle ESC and sending it in for warranty every 4-5 months and having one spare sending it in every 4-5 months (which seems to be rather common). Plus it's a lot less stressful than waiting for the postman to show up with your warranty return or chasing customer support on the phone waiting for an answer. Any other company we'd be all over them like a rash, but Castle built a very strong "fan boy" base with the Mamba 25 and original Mamba Max (and yeah they were good strong reliable products) but how long can you live off past glory?
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