Had to talk about it

[spoony]

This really peed!!! me off and i am curious if this has happened to anyone else.
I,like most blade 400 owners am finding spares hard to get,especially main blades, main shaft .etc,etc.
I looked on elite's web site and found most spares for sale no metion of stock levels.
So ordered these on thursday with standard delivery and thought RESULT!! nowhere else had these in stock on their website.
A few days later i hadn't received anything so i rang them and was told they were temp out of stock and i should have had an e-mail or phone call to let me know ,
Well i didn't get either, and i am dissapointed ;
1.There was no "out of stock " notices by any product i ordered.
2.I never had any e-mail or phone call.

Has this happened to anyone else ?
This shop has been recommended on here a few times am i just unlucky and being a grumpy git? or do i have a point?


thanks, feel better now a talked about it

[GhostlyRock]

Always get my spares from Fast-lads, never had a problem, yet. Believe me I go through loads.

[Elite Models]

Blade 400 Spares

Hi Spoony

First of all please let me apologise for you not getting a phone call or an email, this is my fault as I deal with the majority of all internet orders. There is no excuse for not contacting you and I will certainly make sure this does not happen in the future.

I am at the moment talking to my web designers about having stock levels on our site for Heli spares. I would like my site to have live stock levels throughout linked to my Epos system, but unfortunately our Epos won't integrate with our site, so this means a whole new Epos system which we will have in the future. In the mean time I will arrange another way so people can see stock levels.

As you are aware Blade 400 spares have been a problem for sometime now, this is due to them outselling Horizon Hobbies UK expectations. I am in contact with the Guys at Horizon most days checking the spares situation and when stock will be arriving. Horizon Hobbies spares back up is normally second to none and unfortunately with the Blade 400 there has been a problem but I know George Land at Horizon is working very hard to make sure this doesn't happen again.

I was at Horizon Tuesday and I picked up the majority of Blade 400 spares. We are now only waiting for Feathering spindles, Link sets & DS75 servos, other then that we now have very good stock of all other common parts i.e Main Blades, Main shafts, booms etc etc. Horizon are expecting all the other spares early next week, which we have all on back order.

Please could you contact me on 01233 646650 as soon as you can so I can chek your order and get it sorted out asap, as I am unable to identify through your nickname. I will also offer you a good will gesture as it certainly is not my intention to upset my customers.

Again please accept my apologies.

Kind Regards

Rod

Elite Models Ltd
www.elitemodelsonline.co.uk

[GhostlyRock]

Now thats what I call customer service.

[Rodsport999]

Excellent piece of customer service there!

Elite models have now been added to my bookmarks and I will certainly look there for parts in the future.

Customer service is always high on my list when looking for suppliers and the response Spoony has had there is detailed, apologetic and above all honest.

You have gained me as a customer through this reply, many other stores could learn from this

Well done Rod

[chugga-bug]

Call me a cynic but where was the customer service before it got aired in public?

[cambs flyer]

Call me a cynic but where was the customer service before it got aired in public?

That's a bit unfair don't you think, I know for a fact Rod was off until Wednesday this week, the website is going through a major overhaul, and at the end of the day were all only human.

I've dealt with Elite Models since I started flying heli's and they've gone out of there way to help me, example on the odd occasion when I've been desperate for spare parts he's sent them out and I've carded him then next day or day after, that's good customer service old skool style!

However this being the central hub for RC Heli flying in the UK I don't think any dealer wants a member genuinely mouthing off bad service, but the few I've had dealings with have all been superb.

All I will say is before adding cynicism to a situation, it's generally good form to be in contact with the facts first

[Kwickkwack]

Call me a cynic but where was the customer service before it got aired in public?

True to an extent, but take a note of the time the post was made.
Me I was counting sheep not apologising for something I hadn't done at work.

[jamiem]

nice to see rod on here. im local to the shop. less thab a mile away in fact, and i can confirm they are good guys. the blade spares are on the wall behind the counter and there are a ton of em in stock when i was there the other day. keep up the good work rod

[chugga-bug]

OK I have to admit my comment was maybe a bit strong. It's just I'm going through a similar thing with another shop who are really p*ssing me off at the moment, so I know exactly how it feels. I've been waiting for bits to arrive for 2 months now and despite numerous emails, phone calls, and being promised that it's being dealt with, I'm still waiting!

No offense intended towards Elite models. Just shops in general.
Far too many business's are happy to fob customers off with BS for fear of losing a sale.

[del19_82]

I have to say that its nice to see UK based suppliers coming on to the site & trying to resolve any problems customers have! It shows that some of them do actually care about customer service & I for one will tend to use shops that have been seen to do as much as they can for customers!!!

[David Drew]

We should all support UK retailers. Too many problems reported from offshore (I know - loads of people will post about buying from abroad with no issues!!), but I personally never risk it.

At least with a UK supplier someone can 'pay a visit' in the end.

All the UK people I have used are just fine.

David

[mark lane]

I have dealt with the guys at elite as i often travel to Ashford on business and drop in for bits and pieces.

Very friendly and efficient with a good stock holding. I work in retail and understand the importance of service standards and repeat business through reputation. I think this was an oversight in what is a challenging market especially for a small business.

Lets support our Heli stores unless they really **** up!!

Point of interest... Elite models is open on Sunday's too. I had a ring around for some availibility on Magnum 30 last Sunday and they were the only store available to take my call. I am surprised more retailers in this market do not open on what is surely the busiest trading day bar Saturday!

[AndyThilo]

To be honest and this is just my personal way, I ring first if it's an important part that I need urgently, case in point, virtually all the shops show the align 450 case on their websites, but no one has any and I wanted one this weekend

[jimheli]

I have dealt with the guys at elite as i often travel to Ashford on business and drop in for bits and pieces.

Very friendly and efficient with a good stock holding. I work in retail and understand the importance of service standards and repeat business through reputation. I think this was an oversight in what is a challenging market especially for a small business.

Lets support our Heli stores unless they really **** up!!

Point of interest... Elite models is open on Sunday's too. I had a ring around for some availibility on Magnum 30 last Sunday and they were the only store available to take my call. I am surprised more retailers in this market do not open on what is surely the busiest trading day bar Saturday!

i have to agree with what mark has said , & the other members , as a result i shall ade them to my book as well , praise to thou s that deserve it , its important to know from my point of view because .i live outside the uk at the moment , & the way i shop is if i get bad service, or hear of it then i just go some ware els