Placed an order Saturday night, it's now Friday morning, still processing, no replies to emails, live support guy can't answer anything and is obviously trained just to answer vague non specific questions.

Will not be back!

Anyone else had similar experiences?

Why is customer service such a novelty now?

I'm over it, just want a refund on my Paypal claim so I can find a RELIABLE supplier.

HMMMM...... I've never heard of anyone having any problems like that with them before. I use them and have for some time now and I know alot of others who do and EVERYONE is MORE than satisfied with them and there service. Just be patient and give them a call monday morning and they'll get it straightened out for you. I dont think you'll be getting any response on the 4 of july most people have taken a few days off for the holiday.

Austin Else here with MaxAmps.com



Brad,



I am very sorry that it has taken this long for your order. Frankly, I am embarrassed that it happened. There is no excuse for an order taking that long. Our standard turn time is 24-72 hours and generally we are closer to 24. I can assure you that your case is an anomaly and I will explain why.



When an order is placed on a Sunday night, it is going to have the worst possible turn time for an order to come in since orders have been stacking up since mid-day on Friday. We generally get totally caught up by Friday and then start over again on Monday. This particular week was even worse since there is nobody working today(4th of July Holiday).



In addition, I had to fire 2 of my production guys on last Friday so we were conducting interviews and training all this week. We have hired two replacements for the two that we lost, but as I am sure you know, training takes time away from production and slows things down a bunch.



As far as not receiving an email back last night, we were not here after 5:00 our time so your email did not get to us until after work hours(your email came in here at 6:22pm). That is the first email that I have seen from you. If you had sent previous emails to this one, I am very sorry if they were not returned right away. We generally respond within a few hours at the most.



We generally move the “express” orders to the front of the stack and give them priority so I am still not sure what the reason was for your package not going out yet. I will meet with the shipping department first thing Monday morning to figure out what the hold up was on your particular order.



Again, there is no excuse for the poor service that you received. Customer service is our number one priority here.



I would be happy refund your entire shipping cost due to the trouble you have been through and pay to make sure your order ships first thing Monday via our fastest shipping method if you are willing to give us another shot. If not, we will also refund your payment and hope that you give us another chance in the future.



I believe that a series of misfortunate circumstances in timing of when the order was placed and when the emails were received, along with us being short staffed this week has caused this issue. As you can see from our track record, we generally offer the fastest shipping and best customer service in the industry. There are thousands of happy MaxAmps customers out there that would agree with me.



It has been a crazy week here and I hope that you can offer us some grace in spite of our errors. I can assure you that we want the same thing as you do and this will not happen again to you on future orders.



Best Regards,



Austin Else

CEO MaxAmps.com


_____________________________

Max Amps has refunded my shipping and have sent me confirmation of postage. An acceptable resolution to a situation that should never have occured.

Hmmm.. that could explain the problem I had with my 6000hv pack getting to my door. Someone neglected to put the box number on and i was freaking right out.

with that said,

I got an email after the pack arrived (just in time too.. I think I had a couple years added to my life.) asking me if there was anything else that I needed. I thought that was a very nice thing to do and I appreciate it.

Even when screw-ups happen, they do take care of their own and try and make sure everyone is happy.

Sometimes mistakes or things get over looked. I do sales and know how it is.

Good thing it was taken care of.

On a good note my buddies hobbyshop (The Hidden Hangar) orders tons of stuff from MaxAmps and has always had excellent service from them.

Well the package arrived today and another kick in the guts, half the stuff I ordered is missing, got the battery but nothing else. Tried to email them, surprise surprise no reply.

Utterly Pathetic. Only communication I ever got was from Justin asking me to remove my paypal claim, lucky I didn't as they didn't even send me everything I ordered. I emailed Justin AND Austin yesterday explaining they'd short delivered me and neither has had the common courtesy to reply to me.

This is pathetic, another RC company getting too big for themselves and screwing over the little guys.

Absolutely furious at this absolutely disgusting!

I went through our e-mails this morning like I do every morning and I didn't see anything from you at all. I am looking into this and I have also notified Austin as well. Do you have a copy of the e-mail you could send us both again?? [email protected] and [email protected]

Jason

Brad,

We did get your email and Clint responded to it right away, yesterday when it arrived. It is my understanding that you ordered a pack, an adapter, and a free DVD. In the rush to get this out, the guys missed the free DVD and the adapter. I understand that this is frustrating. Its frustrating for us too. We both want the same thing.

We paid for your shipping due to the delay. We would be happy to refund your money if you would like to send the pack back. Or we can rush out the adapter and the free DVD to you. Just let us know which way you would like us to go.

I can assure you that we are here to help and we both want the same thing.

I don't think that "utterly pathetic" and "absolutely disgusting" is a fair way to describe a company that is doing our very best to make you a happy customer, giving you free express overseas shipping($44), and that you are speaking directly with the CEO regarding your order. I would appreciate you giving us the same respect that we are giving you. Everyone makes mistakes. We are doing are best to fix this mistake for you.

Best Regards,

Austin

It's funny, reading this thread gives me more respect for MaxAmps based on the attitude seen in the thread. Kudos MaxAmps... To the OP, sorry to see that mistakes were made and you weren't happy with them but it must be clear to you that they've bent over backwards to apologize and attempt to rectify the situation even if a second mistake was made in the process...

Dude, I suggest you slow down take a deep breath, go out for a smoke or whatever your poison and re-examine your own sigline and maybe follow it a little closer "Bitching over toy cars? Who needs it?"


I've never heard, nor I ever will, of a company large or small that hasn't had something happen in-house from time to time that affects a consumer. Orders get misplaced, employees don't show up for work, mail goes missing, boxes get misrouted, the inevitable long holiday weekends (that I guess customers think they're the only ones that get them), weekend orders (that people expect are getting filled by who knows whom), and I won't even start on the lagtime because of shipping.
It happens, but I've yet to find an example in which a company or their representatives or agents did it on purpose just to piss off a customer.

But instead of doing something very caveman-ish like picking up the freaking telephone, last I checked every business has a phone, people fire off a couple of emails that I suppose they figure are the only one (of likely thousands companies receive each day....) and instead waiting for a reply, they get right on the old discussion board and hammer, bash, and thrash away at the company I guess in some hope that throwing a public fit will solve their problem as well as driving the company out of business.

And I guess what chaps my hide so bad is the recurrent them of alleged "poor customer service" ~ when in reality it's more likely a matter of poor customer behavior.
In a lot of ways I want to, jokingly, blame it on Burger King. For if it wasn't for their "Have it Your Way" advertising campaign it seems there wouldn't be a predominant "I want it my way" behavior out of every person that plunks down a couple of bucks. Companies can only do so much to make people happy, while delivering a good product, and the day's going to come when prices are going to rise just to cover customer service demand costs.

What this thread and some other recent ones reminds me of was asking someone once years ago that was telling me how to conduct my business, "How about if I tag along with you to work tomorrow, and stand over your shoulder as you try to work, and scream bull$hit at the top of my lungs everytime I see something I perceive as not just right?"
The guy refused to take me up on my offer...


I don't know about anyone else, but it seems these DBs are becoming more and more full of manufacturer bashing threads ~ and I'm personally getting tired of hearing or reading all the bitching and whining.

Austin I would appreciate the items being sent asap. I have dropped all Paypal claims and hope Max Amps will do the right thing.

To those who want to flame me thats your choice. When trying a new supplier I always do one "relatively" small order as a test, if all goes well, I usually start doing large orders for me and a few mates, last year we spent around $4-$5k between the lot of us. I do however believe in customer service, to me, 2-3 days turnaround and a complete order upon arrival is reasonable.

I had a 1 week wait before postage and an incomplete order on arrival.

The Nitro to Brushless conversion thing is huge right now, good quality 3s-4s Lipos are as rare as hen's teeth in Australia (Venom is the only one widely available) so hence the order with MaxAmps to see how it goes.

I am a firm believer in a consumer's right to expect good customer service, that is the same whether it's a "toy car" part or a DVD player or some other consumer product.

I have had the same experience with slow processing. My first oder was a few moths back, I order two packs and a charger and it took 9 days before they shipped it. I got an apology and was assured that this was not a common thing. I order another battery not long ago and this time it took 8 days and an email before it finally got shipped.

I have no problem when shipping (the carrier) is slow but it shouldn't take that long to box something up and send it out.

Who are you to make company policy?
There are plenty of company's that don't and can't offer 2 or 3 day turnaround, and expecting it is totally unreasonable.

I'm a firm believer that most customer service issues are a result of poor customer behavior and demands that exceed realistic expectations.

Bragging over how much you and your mates spend on rc goodies doesn't impress anyone, but perhaps it's time for a new hobby like chasing around roos or something...

Don't you have a country to invade or something?

Maxamps own website states a 2-3 day turnaround.

If it had have said 1-2 weeks I would have ordered on that assumption.