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Old 04-20-2004, 07:01 AM   #1
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Thumbs down Missing part in T1 FACTORY

Hi everyone, a friend bought a Factory kit from stormer hobbies
and to find out the bulk head was not the factory, it was from the
FOC kit, he call Serpent USA to get the correct bulk head for the
kit that he bought and to his suprise Serpent told him that he was
lying, no kiddin he even said that he would send the bulk head
that he got with the kit and Serpent would not replace the bulk
head, I feel for the guy because this his first electric car and I am
the person that push him to get the car, that is the reason why
Ralf Burch left Serpent they are going down if not for the European shore for the US guys there customer service suck for
a group of guys that should be world leaders in products they
should have replace the guy bulk head.
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Old 04-20-2004, 07:12 AM   #2
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That's aufull.

first xray shouldn't make that mistake and second Serpent should replace the bulkhead even if the guy was lying!!

This is how you build customer support and loyalty!!

Ask him to register his vip card on the www.mytsn.com and as soon as he logins to post about his problem. The guys will help him!

By the way I finished building my FK on Sunday! It's awesome! They removed weight from everywhere (compared to previous X-Ray's)

One drawback though, the were some minor scrathes on the bulkheads

Nick
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Old 04-20-2004, 07:28 AM   #3
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Serpent USA is one of the worst companies i've dealt with in a long time. I can understand his frustration.
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Old 04-20-2004, 07:32 AM   #4
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That is odd. I've had my troubles with Serpent, but they've always been sorted out in the end. I ordered a bunch of parts, and some parts were not included, even though the packing slip indicated that they should have been in the box.

My call to serpent was returned within an hour and even though I had to plead my case for about a half and hour, they finally sent me the parts that were missing at no charge.

Odd that they are unwilling to even work with you a little on your problem.
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Old 04-20-2004, 07:42 AM   #5
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tell him to go to MYTSN and email MARTIN HUDY , he is a nice guy and has helped out alot of people with kit and set up problems
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Old 04-20-2004, 09:51 AM   #6
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Default Re: Missing part in T1 FACTORY

Quote:
Originally posted by Dr Smooth
Hi everyone, a friend bought a Factory kit from stormer hobbies
and to find out the bulk head was not the factory, it was from the
FOC kit, he call Serpent USA to get the correct bulk head for the
kit that he bought and to his suprise Serpent told him that he was
lying, no kiddin he even said that he would send the bulk head
that he got with the kit and Serpent would not replace the bulk
head, I feel for the guy because this his first electric car and I am
the person that push him to get the car, that is the reason why
Ralf Burch left Serpent they are going down if not for the European shore for the US guys there customer service suck for
a group of guys that should be world leaders in products they
should have replace the guy bulk head.
I can understand both your friends point of view and Serpents point of view regarding this matter. The Factory Kit items are unique in a sense that the bulkheads themselves will not be sold individually, or as replacements. Since Serpent USA is the US distributor of Xray products, Serpent USA only receives production items in packaging. Furthermore, if the bulkheads won't be available as a separate item, then Serpent USA can not help him. However, Mario Hudy will gladly help your friend out on myTSN.com because he deals directly with the factory. Hope this clearifies some things.
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Old 04-20-2004, 10:13 AM   #7
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no bulkheads as replacement....so if the bulkhead is damaged for any reasons then a new kit is the only option?
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Old 04-20-2004, 10:33 AM   #8
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Quote:
Originally posted by Fire
no bulkheads as replacement....so if the bulkhead is damaged for any reasons then a new kit is the only option?
no you can buy new bulkheads directly from xray if you need them.
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Old 04-20-2004, 11:04 AM   #9
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I am just curious as to why there are no steering blocks anywhere to be found lol. I have at least 4 spare of every hub, hinge pin, arm, turnbuckle, and cvd. But I could not find steering blocks in stock anywhere....2nd night of racing? break a block. Friend broke a hub that same night (no hubs for him so I loaned him mine....no chance for me to continue racing anyway.) Next qualifier he breaks a block.

So now I either keep calling....which I have been doing everywhere since Saturday. Or put the TC3 back together so I can race this weekend.


Just a bummer you know to have a brand new car and cant even get it dialed in before it has to sit on a shelf.
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Old 04-20-2004, 09:39 PM   #10
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There are a few solutions to your probs: Its like a two step process

1) Use other companies product...ie: Losi XXX-S steering parts in a TC3 -my solution for the 1st four months

2) Don't crash -my solution for the past 6 months
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Old 04-21-2004, 10:50 AM   #11
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Quote:
Originally posted by new92
I am just curious as to why there are no steering blocks anywhere to be found lol. I have at least 4 spare of every hub, hinge pin, arm, turnbuckle, and cvd. But I could not find steering blocks in stock anywhere....2nd night of racing? break a block. Friend broke a hub that same night (no hubs for him so I loaned him mine....no chance for me to continue racing anyway.) Next qualifier he breaks a block.

So now I either keep calling....which I have been doing everywhere since Saturday. Or put the TC3 back together so I can race this weekend.


Just a bummer you know to have a brand new car and cant even get it dialed in before it has to sit on a shelf.
Speedtech RC shows steering blocks in stock. Ashford Hobby is likely to have some too. (I'm assuming you're looking for composite c-hub steering blocks.)
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Old 04-21-2004, 02:34 PM   #12
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Default Re: Missing part in T1 FACTORY

Quote:
Originally posted by Dr Smooth
Hi everyone, a friend bought a Factory kit from stormer hobbies
and to find out the bulk head was not the factory, it was from the
FOC kit, he call Serpent USA to get the correct bulk head for the
kit that he bought and to his suprise Serpent told him that he was
lying, no kiddin he even said that he would send the bulk head
that he got with the kit and Serpent would not replace the bulk
head, I feel for the guy because this his first electric car and I am
the person that push him to get the car, that is the reason why
Ralf Burch left Serpent they are going down if not for the European shore for the US guys there customer service suck for
a group of guys that should be world leaders in products they
should have replace the guy bulk head.
This is not acceptable!!! Tell your friend to write an email to [email protected] He's the boss of Serpent and I know that he makes a great deal of effort to ensure customer satisfaction.
I have a Setpent 710 and whilst building the kit I discovered a couple of parts were missing. I emailed Pieter straight away and within a couple of hours (on a Sunday!!!!) he replied saying the missing parts would be sent to me on the monday. True to their word the missing parts turned up within two days - they even sent me a few spares at no charge.
Now I'm talking about the European operation here and they have the best customer support I have experienced. If the Serpent USA isn't providing this level of support, then Pieter should know about this!

Cheers, Mark.
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Old 04-22-2004, 06:21 AM   #13
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Markp27, this is not a Serpent item it is a XRAY KIT and serpent
USA sell the Xray, so Pieter has no say so in this matter, thanks
for the info if I ever plan to buy a Serpent car.
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Old 04-22-2004, 01:47 PM   #14
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True But I would not take kindly to someone calling me a lair, as your friend was by Serpent USA - that is in Pieter's domain and I'm sure he wouldn't be happy if he heard about what happend.

As others have said here - Hudy/Xray provide excellent support and I hope the issue is resolved soon.

Come on over to the 710 forum if you're feeling tempted by serpent The support offered there by the 710 owners is second to none. Check out the FAQ in my signature to have a taste of what good support is about

Cheers, Mark.
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