Novak Customer Service

[NovakTwo]

I am starting this thread to invite any of you who have current issues with Novak's CS to post your questions here.

If you need information about policy, the Replacement Options Program or links to any of the forms you may need in order to return an item for service, you can post your questions (or complaints) here.

[Arct1k]

How long is the warrantee service for Novak products?

Does it matter where I have purchased the product from?

Are there any service fees or handling fees that I need to be careful of?

How much does Novak charge for a "new" HV controller if I burnt it through user error?

Thanks in advance

[NovakTwo]

Originally Posted by Arct1k

How long is the warrantee service for Novak products?

Does it matter where I have purchased the product from?

Are there any service fees or handling fees that I need to be careful of?

How much does Novak charge for a "new" HV controller if I burnt it through user error?

Thanks in advance

The warranty period is 120 days. This covers defects in materials and workmanship.

Since we have exclusive distributors in most international markets, we have them handle all the service transactions in their markets. If a customer purchased the item in the "grey" market, these distributors will not handle the warranty service.

All of our service procedures and fees are extensively (some would say exhaustively) covered on our website.

If you return one of our original HV escs for service, we are replacing it with an upgraded HV Pro (#3221-1). This controller features all the new programming features of the HV Pro, but still requires the use of the external 4S Smart Stop. This exchange price is $69.00.

Speed Control Replacement Options

There is a link at the top of the page to a PDF form for NonW service that details fees and shipping charges. If you have more questions, let me know.

Originally Posted by Arct1k

How long is the warrantee service for Novak products?

Does it matter where I have purchased the product from?

Are there any service fees or handling fees that I need to be careful of?

How much does Novak charge for a "new" HV controller if I burnt it through user error?

Thanks in advance

Although I know NovakTwo already replied but, I figure an actual customer reply would be useful too.
Does it matter where I have purchased the product from?
If it is under warranty they need a copy of the receipt, if not under warranty, it doesn't make a difference.
Are there any service fees or handling fees that I need to be careful of?
For warranty repairs you should only need to pay if you want faster shipping (and for your sending it to Novak of course).
How much does Novak charge for a "new" HV controller if I burnt it through user error?
This is more of a guess. But if you bought the HV Pro controller, if it isn't covered under warranty (doesn't hurt to send an email to Charlie@novak.com) it should be $69 for exact replacement of a ESC. If you only have the older HV-Maxx, they have not started offering the HV-Pro (with internal lipo low voltage) as a replacement.

Also, as long as you do not catch them on a holiday they are pretty quick for turn around. I have dealt with their customer service twice, once, I got a 4 working days turn around, the other time I caught them around the 4th of July and it took 7 working days.

NovakTwo is a pretty good resource to get help, but think of NovakTwo as more of an intermediary. If you want direct information you can try to contact Charlie@teamnovak.com.

[Arct1k]

Thanks for the information and links.

So no warrantee cover if not bought through an authorised seller. Replacement cost is $69 + $15 (for new) + $5 (handling) = $89 for a new one and $25 if it all comes back as ok.

Turn around time targeted as under a couple of weeks.

[lincpimp]

Heres one for you NovakTwo. I bought a crawler system from the local hobby shop that has recently changed ownership and moved. I had been unsuccesful in getting the drag brake to work correctly. Tied different radios and settings, even different motors...

I have sent a few items back to you under warranty and had great success, and service! Only issue with this is that I do not have a receipt. I paid the LHS owner cash for it (she gave me a decent deal) and I did not get a receipt. Is there anything you can do?

[NovakTwo]

charlie@teamnovak.com is definitely the guy to contact for help with technical issues---I generally refer all tech/application questions to him.

Charlie prefers to deal directly with users (via email) for technical and application issues. We have 3 tech support helpers, but Charlie handles most of the emails even when he is traveling. Both Charlie and Steve are attending a big race in Las Vegas this week. Poor fellows!

One of my particular areas of expertise (as it were) is formulating, monitoring, updating and explaining CS policies. And, sometimes, unclogging transactions that aren't proceeding smoothly enough.

cmcclive: I am incredibly slow typing responses....So, you are welcome to chime in!

[NovakTwo]

Originally Posted by lincpimp

Heres one for you NovakTwo. I bought a crawler system from the local hobby shop that has recently changed ownership and moved. I had been unsuccesful in getting the drag brake to work correctly. Tied different radios and settings, even different motors...

I have sent a few items back to you under warranty and had great success, and service! Only issue with this is that I do not have a receipt. I paid the LHS owner cash for it (she gave me a decent deal) and I did not get a receipt. Is there anything you can do?

First email charlie@teamnovak.com and see if he has any suggestions. Explain your "receipt" issue on the service return form. If the issue is a defect in materials or workmanship, we will cover it anyway. We can check the serial numbers for an approximate age.

[NovakTwo]

We do not offer new versions of the service replacement controller that I detailed above (#3221-1). And, we are not yet offering an upgrade to the newest version HV Pro controller(#3221). This is a new product (with different PCBs), whereas the repl version only requires reprogramming the micro.

The price would be $69 + $5 + Intl shipping. When you return an item under the NonW service, we do not examine the product at all: we replace it. We project no more than 7 shop days, with an additional time allowance for shipping both ways.

Originally Posted by Arct1k

Thanks for the information and links.

So no warrantee cover if not bought through an authorised seller. Replacement cost is $69 + $15 (for new) + $5 (handling) = $89 for a new one and $25 if it all comes back as ok.

Turn around time targeted as under a couple of weeks.

[Arct1k]

I thought I had to add on the $15 per this...

Speed Control is replaced with the same model remanufactured item (unless stated otherwise) that passes the same testing parameters as new product, and includes a new 120-day warranty. Items that have a () can be replaced for the same NEW item for an additional $15.

[NovakTwo]

Since Dad raised this issue in another forum, I thought I would address it here. Our warranty is much the same as all other electronics companies in our industry. Ours is for 120 days and covers defects in materials and workmanship. Realistically, those types of defects will show up long before the 120 days have passed.

The warranty does not cover damage caused by the customer installing and using the product. We only cover those areas over which we have control. So, really, we have a lifetime warranty if the damage was caused by the M&W.

If there is any company in our industry that covers user damage, I am not familiar with it. It's not really how old a product is, it's what caused the damage. In gray areas, the customer is given the benefit of the doubt.

[NovakTwo]

The #3221-1 doesn't have the "funny" X (in the far right column), which allows an upgrade to new. Upgrading to a new item is kind of a waste of $$ anyway. All of our replacement items carry a full 120 day warranty, just like the new ones.

Originally Posted by Arct1k

I thought I had to add on the $15 per this...

Speed Control is replaced with the same model remanufactured item (unless stated otherwise) that passes the same testing parameters as new product, and includes a new 120-day warranty. Items that have a () can be replaced for the same NEW item for an additional $15.