Originally Posted by
ZERTA RACING
I understand everyones frustration with having to ship your old broken gear box in and having to pay shipping back to you for your replacement. We do this for a couple of reasons
1. It is our warranty policy.
2. It helps us keep track of how many diff cases have been defective.
3. We can see how they are breaking.
The bottom line is that it is cheaper than buying a replacement outright if you use USPS first class mail to and from us. We are acknowledging the defect and doing our best to make it right for those that have had the issue. Please note that not everyone is having problems with the rear gear box and there is no way to tell if yours is defective or not without having it break. We have since made sure that the problem has been fixed.
We could have easily said nothing...but that is not how we work as a company, we want our customers to have the best products in the industry. We make sure if there is a problem we take care of it as soon as possible with the best possible solution for each particular issue.
We have had people take advantage of our warranty policy for TKR5016B and they have been extremely happy with the turn around time and service.
I hope you guys understand that when you call or E-mail us with a warranty issue or with questions we will give you 100% of our focus and make sure we help you to the best of our ability.
-Thomas
Tekno RC Customer Support
Thomas,
I don't think most people have a problem with shipping the part back, at least I wouldn't if I had the problem. I think thats reasonable.
I think the part they are mainly unhappy with is the fact that they are having to pay to have an updated part shipped back to them as well that doesn't have the issue through no fault of there own. If the part didn't have the problem wrong with it in the first place they wouldn't be out shipping cost both ways. It would be like AE for instance telling you that when you had the whole diff shim issue due to not including the proper shims that you need to pay to have them ship you the right ones since they didn't include them in the box.
Now, don't get me wrong, I fully agree that other companies have in the past just ignored the issue and not done a thing.
However, you guys are
Tekno, and people have an expectation of better things from Tekno than what the "other guys" do, which is why you have a very loyal driver base. And to me at least, I wouldn't compare Tekno to another company to just say "hey, we did a bit better than they do, and what they do is bad". I would say "Lets do our best."
And I believe "Tekno" as a whole has a higher expectation out of themselves as well. And it may have some believing this is a slippery slope that you all are starting down with this.
Me personally I am giving you guys the benefit of the doubt based on experiences I have had with you that go above and beyond, and even if we may dissagree on some things on how to handle stuff (the new in the bag Tekno SCT410 axles I couldn't get replaced to confirm they were new comes to mind), The overall product and customer service outweighs that and is why I love my vehicles.
But, for others, in short sometimes you as a company eating that $4 or so on shipping makes you $400 or more when they return as a repeat customer.
Or as one my favorite TV personalities, Jon Taffer, says on some episodes, a company should "Chase Dollars instead of Dimes".
Love your products, and glad it looks like its an isolated incident.
