Bad Luck W/ Mamba Max????

[Serum]

Dunkin;

This is the absolute first issue with castles service i have ever heard of.

I think it's the time of the season, they are busy working on a new controller, December month is extra stress-full in terms of orders.

Normally Castle is topnotch, in both their products and service.

I forwarded this thread to a technician at Castle (Shawn) , perhaps he can do something for you.

What my experience was with a mamba 25; it was damaged (software) i called them up, bam, got a new one after 4 business days (international) next time, was my own fault, called them up, gave them my CC details, and after 5 days i was up and running again.

Don't know what is wrong, but it must be something with a good explanation.

I COMPLETELY agree; it's impolite/unfriendly not to answer phone calls, but perhaps they have an issue with their answering machine.. Who Knows..

[Serum]

So; for my understanding;

You shipped your damaged controller back? did they knew it was sent back? Normallu they sent you a new one, with a returning envelope included, in which you can return the damaged one. If you just sent it back; did you included a note telling what is wrong with it?

Again, not to kiss their bumms, but the service is flawless. (or at least worked flawless for me, a few friends and other people on this forum.

Originally Posted by Serum

So; for my understanding;

You shipped your damaged controller back? did they knew it was sent back? Normallu they sent you a new one, with a returning envelope included, in which you can return the damaged one. If you just sent it back; did you included a note telling what is wrong with it?

Again, not to kiss their bumms, but the service is flawless. (or at least worked flawless for me, a few friends and other people on this forum.

my timeline...

Oct 20th - ordered mamba max and 5700 motor
Oct 24th - shipped from CC
Oct 27th - received max esc and motor
Oct 27-Oct 31st - Rebuilt truck...
Nov 1st - ordered 3s Lipo/Charger/Balancer
Nov 7th - received battery/charger/balancer
Nov 8th - 1 run with truck, charged battery overnight
Nov 9th - 1 run with truck... engine chatter... death.
Nov 10th, 13th, 14th, 15th - phone calls to CC, no return calls to voicemails. E-mails sent 13th and 15th.
Nov 16th, out of frustration... mailed it back
1 hour later on the 16th, an email from berniew@ telling me to return it to the address he gave me... already did that...
Nov 21st - Received postcard... engine received @ CC telling me it will be returned shortly...
Nov 29th - called to get status... see whats up... no response
Nov 30th - Dec 4th - 3 calls, 2 emails sent... no response
Dec 6th - Email from misty@ - Telling me she will have info for me friday to call in...
Dec 8th - called in, left another message... no call back.
Dec 11th - Called again, Emailed several people... no response yet.

When I call... I call early morning... I've dealt with tech support lots of places... I know to call early before the million call rush mid-day... Most calls to CC were between 9am-11am EST.
Emails usually sent mid-day.

This is my last hurrah lol. I imagine it to be lost somewhere... and it's not the first paycheck I've wasted. I'm not even worried about that aspect... I just wish I'd get to play with the remote control truck I've invested almost 1500 dollars into... before the snow falls.

[Serum]

I hear you..

If you hear something, please report, okay?

Originally Posted by Serum

I hear you..

If you hear something, please report, okay?

yep yep

Call from Bernie @ CC... Apologized for repeated contact problems... motor has been replaced, should ship out tomorrow...

will watch for mailman & keep posted.

[Procharged5.0]

That's great new! Glad to hear it!

[Dafni]

Originally Posted by Serum

.... a technician at Castle (Shawn) ....

I heard Shawn is not working for CC anymore.

[Serum]

Okay.. I participated in their beta testing program thru him, i wonder if that is still counting then..

Good news Dunkin.

[Procharged5.0]

Shawn was with CC in October. That's the last time I spoke with him.

[crazyjr]

Originally Posted by Dafni

I heard Shawn is not working for CC anymore.

I heard this as well

[MetalMan]

Shawn is in fact not working with CC any more.

I sent in my Mamba Max to have the capacitors replaced 3 or 4 weeks ago. It will finally be shipping tomorrow! I was told the reason is that the main repair person was not able to work due to an injury, and they had to train somebody else to do it. I'll just be glad to be up-and-running again!

[glassdoctor]

The guys at Castle are understaffed right now IMO. Shawn left a couple months ago and that left just Joe and Bernie to be the "problem" guys. It's not a huge ship so when they go a man down it can bea problem at least until they get it sorted out.

Having said that, I know even when Shawn was there he was so swamped sometimes that he would only return calls sporaticly.

Sounds a bit like rcmonster Mike trying to keep up sometimes huh?.... lol

CC does have great service... just understand that things happen and everyone drops the ball once in a while.

I run a small business myself and I sure try to not let it happen, but it does no matter how hard you try when things get very busy. So I tend to cut the guys some slack..... until it becomes the rule rather than the exception. Then there is no excuse and the service is bad.

[Joe Ford]

My apologies as well Dunkin. Things have been nuts around here. Thanksgiving, ice storm, snow storm, personal problems for our repair tech, etc. Very sorry it's taking longer than usual...that goes to anyone who is experiencing the delay in repair time. We'll make it right though. :)

[Dafni]

Hey Joe, we bear with you! Thank you for your top products! :043: Keep going!

I hope you guys release a software update for the Mamba Max soon. (I guess you've read the threads around here)

Other than that, I never had to wait long for replies on emails, and your systems are among the most reliable items I ever had in BL.


Thank you
Daf