More Castle Creations Re-Calls!!!

[Mark_T]

Mine was sign for at cc in states on 12th, never got email confirming receipt but did get a response to an email this week claiming a 15 day turnaround so we shall see

You won't get the 'receipt' email until they open the package and begin the replacement process so when you get that one you know you are close to having it returned.

[Angelos]

I don't really have a problem with them being in the kits. Fair play, they have a big customer to keep happy. What I'm talking about is the fact that I can buy just the ESC at Fast Lads. There is no excuse for this. If they have enough knocking about to sell seperately, where the hell is mine, and why am I still waiting. I guess they have my money already, so more fool me.

I am not happy having to wait either whist ICE2 ESC are sold at the shops, but I think we should give them a little bit of slack. Nobody wants to be in the position they are in and without a doubt it has put them in huge financial strain. They do need to generate some new revenue to keep the company going because if they fold we will all be stuck with our old defective ESCs... or more likely nothing as we have already post them back.

However, what is inexcusable is the lack of communication. We always notify the customer as soon as we receive his package even if we are unable to process it for a few days. Nobody likes to be kept in the dark.

Eventually (nearly 3 weeks after I shipped it), the royal mail tracking info updated last week... you can imagine how happy I will be if it comes back undelivered.

"A delivery was attempted for your item... If redelivery or collection is unsuccessful, the item will be returned to the UK"

-Angelos

[sacko]

If these were sent back to the retailer though, as your warranty is with them; they would be able to give you one of their shelves?

[Angelos]

If these were sent back to the retailer though, as your warranty is with them; they would be able to give you one of their shelves?

The warranty always comes from the manufacturer. However, by UK law the retailer is responsible to provide you with products fit for purpose that last reasonable time. So yes you can approach them to replace your ESC instead of going direct to Castle and this is good example of the extra protection you get by buying from a UK model shop instead of eBay or Asian retailers.

Unfortunately many people have already shipped their ESCs to Castle so approaching the retailer is no longer an option.

EDIT: On a second though... the retailer is legally obliged to rectify faults in "reasonable time" which is unspecified. So they may choose to forward the faulty ESC to Castle for processing in which case you are back at the same queue as everyone else.

-Angelos

[sacko]

I presumed everyone would go to FL as they distribute Castle products, and cheaper postage.

Not the best Customer Service I have seen though..

[Angelos]

I presumed everyone would go to FL as they distribute Castle products, and cheaper postage.

Not the best Customer Service I have seen though..

Your legal rights are only with the shop where you purchased it from. The distributor has no legal obligations towards you but they may still assist you out of goodwill or to aid the reputation of the brand. Also see the EDIT of my previous post.

-Angelos

[scallybert]

EDIT: On a second though... the retailer is legally obliged to rectify faults in "reasonable time" which is unspecified. So they may choose to forward the faulty ESC to Castle for processing in which case you are back at the same queue as everyone else.

Isn't it up to the customer which of a refund, replacement or repair they accept ?

That being the case, you'd presumably have the retailer replace it; and if they couldn't/wouldn't, then get a refund & buy the replacemnt elsewhere.

I'd guess that the reason there are ICE2 HVs in the shops, but a replacement backlog at CC, is mainly that CC can produce them fast enough - but the bottleneck is the handling, etc, turning around the replacements.

[Mark_T]

Isn't it up to the customer which of a refund, replacement or repair they accept ?

It isn't quite that simple, especially if the item had not been very recently purchased, as per the edit from Angelos above, there is a concept of 'reasonable' time being allowed to rectify the fault.

Also consider that if you insist on a refund for something say 9 months old then the retailer is allowed to deduct a reasonable amount to represent the use you have had of the item.

[Angelos]

Isn't it up to the customer which of a refund, replacement or repair they accept ?

There is no automatic refund entitlement. The retailer may offer you one if it is not possible or practical to repair/replace the product. The refund may even be partial to allow for the use you had out of the product.

-Angelos

[scallybert]

There is no automatic refund entitlement. The retailer may offer you one if it is not possible or practical to repair/replace the product. The refund may even be partial to allow for the use you had out of the product.

Right, I hadn't realised that you only have a right to a refund if the replacement or repair aren't forthcoming in a 'reasonable' amount of time.

[Guest]

I posted myn nearly 4 weeks ago. Still no email to say they got it. Any one els had the same


My apologias for my spelling. Me and my spell checker are dislecsical

Trex 600 efl pro
Trex 450 pro fbl
Clone 250.

[tyjudd]

I never got an email confirming delivery and when i emailed them asking questions it took 8 days to get a response.

[theglennster]

I never got the email aknowledgement either. My HV120 was posted 9 weeks ago to the Belgium office so far I've heard stuff all.

I wish I had posted it to the States I would be flying by now (on in flames), I'm getting well miffed now

[harling65]

No email for me either, posted the Hv80 on 5th September to the USA address. Enquired the status by email on the 13th and have yet to hear anything.

Hope it comes back soon...

[Mark_T]

As per a comment above, you will not get emails confirming receipt from CC, rely on the tracking from the delivery method for that.

They will send you an email when your ESC is processed into the repairs section right before they work on it.

I'm sure it makes sense from their point of view to only open the packages right as they intend to work on them rather than having a load of opened packages queued up waiting where accidents and mistakes could occur.