More Castle Creations Re-Calls!!!

[theglennster]

Be prepared for a very long wait, I sent my HV120 12 weeks ago and nothing, I've emailed them and still no reply, even PM ing the CEO falls on deaf ears to say I'm not happy is an understatement

It has basically written off this years flying, I cant justify going down the kontronic route they are just too expensive for what they are no matter how good people claim they are.

TBH Inever had any issues with my HV120 it was a wicked ESC with some good features, I wish I had never sent it now but the way I'm being treated by castle is leaving a nasty taste in my mouth.


Cheers
Glenn

[theglennster]

Just seen this on RCG by the BIG CHEESE, he still doesnt say why the feck they dont have the decency to respond to emails or when we will actually be sorted. I'm still not H

To all the customers in Europe --

I have to apologize for the additional delays in getting controllers back to Europe. The additional delays have been caused by the way we have been processing and handling returns from Europe.

We are making changes immediately to significantly reduce the turn-around time from European returns.

Thank you for the feedback, and we hope to make this process much more painless in the future!

Patrick del Castillo

[acwman]

Just seen this on RCG by the BIG CHEESE, he still doesnt say why the feck they dont have the decency to respond to emails or when we will actually be sorted. I'm still not H

I think tbh, they should never have asked their European customers to return it to Belgium but to return it directly to the states for the quicker turnaround.

First time I sent it back for the recall I sent it to the States and got it returned fairly quickly with confirmation of reciept etc. Second time I returned it, I sent it to Belgium, and have got absolutely nothing, and emails to CC have got me nowhere either. Not as long as some on here as its now over 9 weeks that it was received by them.

Had I returned it to the States, all it would have cost me was £1 more in postage..

The additional delays have been caused by the way we have been processing and handling returns from Europe.

This is ridiculous as they should have sorted out the way they processed and handled returns to Belgium before telling people to send it there!

A 'Fabulous Neckstrap' now is hardly consolation for the inconvenience and over £20 in postage costs in sending it back twice.

[theglennster]

I agree they should have sorted the logistics before setting up the Belgium office. In my mind it is a complete waste of time but I suspect it was a sneaky way of taking the load off the US customers who will be their main bread and butter.

BTW I doubt we will be getting a neckstrap either that was only the folks in the US.

[asomaro]

I've been watching this thread since the start. I don't use CC esc's but I do use their bec's which have been flawless and had therefore considered using their esc's, but I have to say that this farce has changed my mind.

I'm truly amazed by the way that this previously reputable company (which has achieved an enviable brand) has basically self imploded.

I really hope that you guys that have been waiting so long will actually get your goods back.

[acwman]

We are making changes immediately to significantly reduce the turn-around time from European returns.

Easy to say it now... should have done this 2 months ago....

Thank you for the feedback, and we hope to make this process much more painless in the future!

Patrick del Castillo

I hope he's not predicting that I'm going to have to send it back for a third time then!?? lol

[rayboulds]

Surely Castle are under contract to Align and have to supply them to meet their obligations. They don't have a huge financial penalties if they keep us waiting. I gave up waiting and brought one else where and will just sell mine when it eventually turns up. I've been waiting since mid August and just thought "ah sod it!I need to get in the air." I will lose money but in the end it's worth it just to get going.

I am only up the road from Towcester, where do you fly ?
I will come and watch you fly while I wait for ESC

Steve

[Mark_T]

Surely Castle are under contract to Align and have to supply them to meet their obligations. They don't have a huge financial penalties if they keep us waiting.

I think this is just down to very poor management of the European process. The numbers that appear to have been sent over here would make no difference to the amount Align would have needed and there has been no impact on the USA returns process so I think that is a red herring.

Always remember than conspiracy is a lot less likely than a simple c##k up

They seem to have woken up to the problems now as per the quote from PdC, too late of course, but let's hope this is properly resolved for everyone quickly now.

[Angelos]

Guys, please consider that Castle are trying to replace thousands of ESCs... years worth of production in few months. As I am running a similar business myself I know how much effort this is and whist I understand you are not happy waiting (I am not happy either) it is the simple matter that we just have to. Even if they have managed to find and hire extra temp staff they still need time to train them. And availability of electronic components isnt always great.

The only thing I fault castle for this recall is the luck of communication and not replying to people's emails. I am sure everyone would have much happier with a little update "we received your ESC and we expect to ship you the replacement X date" rather than staying in the dark for weeks. If they were proactive in doing that I wouldnt have to send them numerous emails getting more annoyed with each one they didn't reply to.

-Angelos

[acwman]

The only thing I fault castle for this recall is the luck of communication and not replying to people's emails. I am sure everyone would have much happier with a little update "we received your ESC and we expect to ship you the replacement X date" rather than staying in the dark for weeks. If they were proactive in doing that I wouldnt have to send them numerous emails getting more annoyed with each one they didn't reply to.

-Angelos

Totally agree with you on this.. Even the simplest communication I would be content with. Sending emails to them, and getting an automated response email stating that they will get back within 24-48 hrs, and then getting absolutely nothing is never a good thing.

You get the feeling of being forgotton and not important to them.

[Paulo uk]

Exactly - As far as I am concerned, I have a £200 piece of electronics somewhere in Europe. If its failed to get to cc , I don't know and therefore cant follow it up.

Grumpy Mr Paulo!

[rayboulds]

Totally agree with you on this.. Even the simplest communication I would be content with. Sending emails to them, and getting an automated response email stating that they will get back within 24-48 hrs, and then getting absolutely nothing is never a good thing.

You get the feeling of being forgotton and not important to them.

A update on the website would be nice, and only takes a minute...

[Paulo uk]

Dudes! I literally just got this email:

Dear Paul,

Did you send you unit to The USA or to Belgium.. If it went to belgium, then you can contact them at

info@promodels.be for a status.. If you sent that to the USA please provide us with tracking

information and then we can see what we can do for you. Thank you for taking the time and we will

help you out as much as we can.
Sincerely,

Charles Chase
Castle Creations
Repair Department
(913)-390-6939 Ext.2


Hope this helps someone...

[Angelos]

Excellent! Charles seems to be the man to Chase if you want an update on your ESC

He sorted out mine too and although it has not shipped yet at least I now know I am in the queue. Still not sure what happened with USPS as the tracking is frozen since 24 Sept. I assume Charles eventually arranged redelivery or collected it from the USPS depot.

-Angelos

[rayboulds]

Dudes! I literally just got this email:

Dear Paul,

Did you send you unit to The USA or to Belgium.. If it went to belgium, then you can contact them at

info@promodels.be for a status.. If you sent that to the USA please provide us with tracking

information and then we can see what we can do for you. Thank you for taking the time and we will

help you out as much as we can.
Sincerely,

Charles Chase
Castle Creations
Repair Department
(913)-390-6939 Ext.2


Hope this helps someone...

WOW a reponse from castle. glad I was sat down when I read this.