I thought I'd share my recent experience with Castle customer service.
I had the misfortune of smoking a fairly new MM2 ESC, the web site return process was very user friendly.
I sent my ESC in for evaluation, it got there on the 24th according to USPS tracking.
I emailed them on the 25th just to see what I could expect. I got an answer back the next day informing me that my ESC was covered by warranty and that the replacement would be processed today.
I'd say that's a pretty good experience.

I won't run anything but Castle Creations products in anything I own.

Same here. Warranty service claim was easy. I didn't have to jump through hoops and create web accounts and other nonsense like Savox. Hitec was great. Tekin was great too.

Never dealt with them
Hopefully I won't have to

Sorry

My new MM2 came in today.
This was above and beyond IMO.
Not only did Castle replace my ESC they soldered on new battery leads and cut the Deans plug off my old one in case I wanted to re-use it, which I could, but they didn't just assume that was what my intentions were.
I couldn't have expected better customer service. Castle is just the best.

I am not a heavy castle guy, but I did have to involve their support a couple of times for one reason or another in the past. They honestly do care about having a good image and stand behind the product.

Castle= great people and customer support!

If you ever do wever, you'l be pleasantly surprised, well worth the extra $$$ you may spend on other brands thinking your saving $$$, customer support is an invaluable part of brand decision. IMO

I've been looking at some of their other products as a result of my recent experience. they made a big step toward the top of my choices.

You can sure say that again, I guess you can tell, I think I've become their #1 fan.

well my experiences with them have been awful and truly given the feeling of being ripped off, I've been unfortunate to have 2 esc's let go in the last month, one was a MM extreme and the other a MM v3, after emailing them about the problems i was told the MM extreme was not a castle product but a traxxas product and i would have to contact traxxas even though i told them i bought it brand new and it came with a castle creations driver ed booklet that states it has a 1 year warranty from castle creations and with the other one send it in for us to look at, so not being happy with the answer about the MM extreme i rang them and i got hold of the warranty repair manager and was then told to send them both in, I live in australia by the way and postage for 2 esc's is about 50 bucks something i will spend if I'm getting something in return, but this morning i get a email saying they have received both of my esc's and they are both now not covered by warranty and the rep from castle started referring both as traxxas esc's and you have to take it up with them, both are within the 1 year warranty offered at the time of purchase but from what Ive had to deal with castle are just a pack of Neanderthals with no idea of good customer service and good business practice as i don't even know what Traxxas has to do with anything with my issue. So that's my experience with a company i used to think as always looking after there customers.

I understand the OEM dealings with Traxxas vs Castle support even though Castle makes the product in the first place. Part of a pricing plan is to have some overhead for support. If they did an OEM deal with Traxxas then they are the ones budgeting that support.

As far as having you ship them in to declare they are Traxxas product, that was the first thing you were told but somehow along the line after additional effort on your part they agreed to receive them. Not really sure what to think on that, sounds like a shared fault. But did you ever contact Traxxas about support in any of this?

Look to your local AKA LHS see how they respond to after purchase support, if they are dealing with a Traxxass supported supplier, and if you are within the warranty window, they should be able to help you out, if not them, then maybe your dealing with the wrong Traxass dealer

Castle, along with many mfg's. who supply electronics, manufacture to the specs. of the individual end users, aka, traxxass, or whoever. I don't blame them (Castle) for kind of saying, look to the end mfg. for support.
That should tell you something about the "NAME" you choose to support.
Again lol, not a sponsored Castle fan.

Well i sent my sct mm pro in for warranty work on friday i got a email Wednesday saying it was repaired so i hope its in the mail ,it showed up at castle on Wednesday as well same day service