local hobby shop returns?
 

i sent back a monster mamba almost the same day my lhs called castle to tell them a customer's esc fried and that they were sending it back for repair or replacement. both were still under warranty.

the tech said to my lhs they were out of them at the moment, but they would have one on the way asap, but that it could take a couple of weeks.

so i just got off the phone with my lhs and the manager said he got the replacement just a couple of days later, and he hadn't even sent in the replacement yet.


so 2 days ago, I get this email from Jenny:

Dear my name,

Thank you for sending in a repair to Castle Creations.

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

Unfortunately the repair is beyond our repair cost limitations. Therefore we will replace yours with a new or refurbished unit once they are available.

Please let us know if we can assist further.

Thanks,

-- Jenny Wendel


So my question is:

should i be asking my lhs to be sending in the repair? i just assumed everyone was waiting 3+ weeks.

I really try not to be a complainer, but why do i get a refurbiushed one when mine was still under warranty and my lhs gets a new one...and really really fast? i'm confused....should i have been asking my lhs to handle the return?

Maybe the LHS just got one in stock from a distributor and was giving it to you in trade before discussing with CC?

Either way, new or refurbed I wouldn't care as long as it still retained the original warranty.

the lhs didn't give me the esc. it was another customer. what i was saying was it was 2 seperate returns. one from me, and one from my lhs placed very close in proximity.

my lhs got a new esc from castle. i got an email saying i might get a new one or a refurbished one when they got some more in.(whenever that is)

someone else just posted from another forum that they just spoke to a tech about their esc going bad, and they were told a new one was on the way. what gives?

maybe i'm not getting the whole story from either my lhs or the other guy at the other forum, but it's frustratring when i get a vague email about getting one when they restock without an eta, and others seem to be getting replacements.

i'm really not trying to create a stink, i'm just really confused.

We don't treat LHS and customer repairs differently. We just process them in the order that we receive them.

Depending on what we have in stock, you can call tech support and request an AWR (advanced warranty replacement) if you give the tech support person a credit card number. We will then send a replacement, place a hold on the credit card for the amount of a non-warranty repair, and we also send a return envelope. When we receive the damaged unit back from the user (and determine that it was a covered, warranty claim) we release the credit card hold.

Thanx!

Patrick

thanks for the reply, Patrick, much appreciated. i'll place a call monday. have a nice weekend. :)