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Thomas Porfert · 07.11.2013, 04:50 PM

Sorry to hear about your bad experience. You'd be amazed at some of the calls we get and what some people try to do. We come into a call not knowing the knowledge or experience level of the person. We have to go through the standard troubleshooting and make sure that it has been done.

It also takes a bit of time on the call to feel out the individual we're dealing with and their level of experience. I will personally change my style depending on the person I'm talking to on each call. If I pick up that you're a novice I use basic terms and start with the simpler troubleshooting steps. If I feel you have experience and know what you're talking about I'll start getting into the heavy stuff sooner and skip the basic/simple stuff. I feel it's a natural ability that can't easily be taught and some of us are good at it while others just treat every call the same.

I can't tell you how many calls I've taken where I tell someone to try something and they've said they've already done that; and 15 minutes into the call after a lot of other troubleshooting it turns out they didn't do that and it fixes their problem.

And it can be a very stressful job. We get calls all the time from people that didn't run the right setup because they failed to do any research and purchased the wrong product. (Or worse when the hobby shop sold them the wrong setup). Then they call in after they've destroyed the system and we have to tell them they abused the system because of improper setup and the warranty won't cover it. Or they got it wet. Or hooked the battery up backwards. Or smashed it into a wall at 80 MPH. Or overheated the motor. Or used a Tamiya plug. Or they get made because they want to know how to make their rustler do 100MPH and want to know what setup to use and I have to tell them I can't make recommendations because it would be an out of warranty setup and we can't make suggestions for out of warranty setups. The list goes on.

We try our best to not get upset or let it effect our behavior. But in the end we're only human and sometimes we have a bad day or just got off a bad call and sometimes if effects the next call. It is certainly not the norm and please don't take it personally or how we normally operate. We pride ourselves on our support and love talking to our customers about a hobby we all enjoy. Just sometimes you wish the phone had a feature where you could reach through the phone and give them a good "be quiet and pay attention" slap.

Sorry for being so cander and ranting, we take pride in our service levels and hate to see someone have a less than positive experience.

Thomas Porfert
Tech Support
Castle Creations

	(#4)
Thomas Porfert RC-Monster Carbon Fiber Offline Posts: 301 Join Date: Feb 2008	07.11.2013, 04:50 PM Sorry to hear about your bad experience. You'd be amazed at some of the calls we get and what some people try to do. We come into a call not knowing the knowledge or experience level of the person. We have to go through the standard troubleshooting and make sure that it has been done. It also takes a bit of time on the call to feel out the individual we're dealing with and their level of experience. I will personally change my style depending on the person I'm talking to on each call. If I pick up that you're a novice I use basic terms and start with the simpler troubleshooting steps. If I feel you have experience and know what you're talking about I'll start getting into the heavy stuff sooner and skip the basic/simple stuff. I feel it's a natural ability that can't easily be taught and some of us are good at it while others just treat every call the same. I can't tell you how many calls I've taken where I tell someone to try something and they've said they've already done that; and 15 minutes into the call after a lot of other troubleshooting it turns out they didn't do that and it fixes their problem. And it can be a very stressful job. We get calls all the time from people that didn't run the right setup because they failed to do any research and purchased the wrong product. (Or worse when the hobby shop sold them the wrong setup). Then they call in after they've destroyed the system and we have to tell them they abused the system because of improper setup and the warranty won't cover it. Or they got it wet. Or hooked the battery up backwards. Or smashed it into a wall at 80 MPH. Or overheated the motor. Or used a Tamiya plug. Or they get made because they want to know how to make their rustler do 100MPH and want to know what setup to use and I have to tell them I can't make recommendations because it would be an out of warranty setup and we can't make suggestions for out of warranty setups. The list goes on. We try our best to not get upset or let it effect our behavior. But in the end we're only human and sometimes we have a bad day or just got off a bad call and sometimes if effects the next call. It is certainly not the norm and please don't take it personally or how we normally operate. We pride ourselves on our support and love talking to our customers about a hobby we all enjoy. Just sometimes you wish the phone had a feature where you could reach through the phone and give them a good "be quiet and pay attention" slap. Sorry for being so cander and ranting, we take pride in our service levels and hate to see someone have a less than positive experience. Thomas Porfert Tech Support Castle Creations