Hv recall

[outlaw]

I can't get it why people can't wait.
It is great Castle does "offer" the Service Advisories" and don't let there customer "wait" until the product does burn....

Thanks Castle !

[Kirkinsb]

Originally Posted by outlaw

I can't get it why people can't wait.
It is great Castle does "offer" the Service Advisories" and don't let there customer "wait" until the product does burn....

Thanks Castle !

Outlaw...here is why guys are a bit "put-off". We were led to believe it would be a quick turn around...(Couple days in the shop and then shipping)...well, mine has been gone three weeks. Conflict comes when companies don't do what they say. 2 days in the shop vs 3 weeks is a big difference. I am one of those guys that sen't it in the day the advisory came out...being told it would take a couple days.... hmmm, here I sit.

Sure I appreciate the service update...but let me know how long it is really going to take. If you cannot understand that, then you flunked customer service 101.

[TexasSP]

Originally Posted by Kirkinsb

Outlaw...here is why guys are a bit "put-off". We were led to believe it would be a quick turn around...(Couple days in the shop and then shipping)...well, mine has been gone three weeks. Conflict comes when companies don't do what they say. 2 days in the shop vs 3 weeks is a big difference. I am one of those guys that sen't it in the day the advisory came out...being told it would take a couple days.... hmmm, here I sit.

Sure I appreciate the service update...but let me know how long it is really going to take. If you cannot understand that, then you flunked customer service 101.

Sometimes crap happens and you just don't know. They obviously thought it would be done in two days or wouldn't have said it. It happens in life. Not like being without your toy car for a month will kill anyone.

Bottom line is they found a potential problem and are fixing it. What more can you really ask for?!

Better than so many of the other RC companies who have known issue and act like they don't even exist.

[outlaw]

TexasSP
You got my point 100%

thx

[Pdelcast]

Have to apologize for the delays -- the number of controllers we got back in the first week kind of took us by surprise...

About 9K of the ICE2 controllers have shipped, and the Mamba XL controllers start going out this week.

Thanks!

[outlaw]

Originally Posted by Kirkinsb

You and outlaw would make great business partners....haha.

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

[fastbaja5b]

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

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?

[himalaya]

Got an email today from Castle confirming the receipt of my return, after 2 weeks they physically got it. The email also says I can expect getting the unit back in my hand in 15 business days, sounds promising.

[fastbaja5b]

..just noticed on the HPI Savage Flux XS forums that there are a LOT of ESC Flameouts there (rebadged Sidewinder SV2)

.....so the issues may not just be the MMMXL!

[FG101C]

Would it be safe to say that the factory Castle contracted to build these decided to cut costs and use cheaper parts not originally specified by Castle?

Just a thought.

[brian015]

Originally Posted by FG101C

Would it be safe to say that the factory Castle contracted to build these decided to cut costs and use cheaper parts not originally specified by Castle?

Just a thought.

It seems like the component manufacturer skimped and lowered their quality.

From the recall notice:

The performance of a component used in the Castle ICE HV 60, ICE HV 80, ICE HV 120, ICE HV 160, Mamba XL and HYDRA ICE HV controllers has changed from the original specifications for that part. This tolerance change may lead to failure of the affected controllers.

[molak]

Originally Posted by FG101C

Would it be safe to say that the factory Castle contracted to build these decided to cut costs and use cheaper parts not originally specified by Castle?

Just a thought.

ESC are made by Castle in their own facility in the US..

[padrino]

Originally Posted by molak

ESC are made by Castle in their own facility in the US..

I've been in this position myself, the component manufacturer changed tolerances and engineering did not catch the change or was not properly notified of the change.

I was involved with a similar situation where engineering was given an updated data sheet for an IC on a board and didn't catch it so millions of dollars later we had to recall and change everything, in the end it killed a product and cost 5M+, all for a 0.10 cent part.

[NickRummy]

Still nothing huh?

[skellyo]

It's getting to the point of me being ticked off now. Over a month ago CC received my MXL's and I've received nothing other than a notice that they received them. Where is this fantastic service CC is supposed to be providing to the customer? I sure as heck am not seeing it.