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in the last few weeks I experienced my worst customer experience ever.
Long story short - I ordered an heli from HeliPal.com. I got it with a cracked tail since they packaged the heli in a very irresponsible and lousy way. they took no responsibility for that, stating that "it costs to much to make the packaging better".
Eventually they agreed to compensate me with free battery buzzer. of course, that buzzer malfunctions (beeps all the time regardless of battery status). I was also amazed by the fact that this buzzer costs 1$ less the the tail I asked for!
By the way, the "free" buzzer that I got, was added to a spare parts order that I made on their site which already included a battery buzzer! they did not made that one free, they just added another one (which as I said before - malfunctions).
If you will read the full conversation quoted below, you will see that in some cases, they absolutely ignore parts of my messages/questions.
One more interesting thing is - When I ordered my first beginner Heli from DealExtreme (40$ heli) - it was packaged as if it is the most fragile material in the world. Oh, and the shipment is for free, and still it wasn't that expensive for them to package it properly.
I know that I will not buy anything from HeliPal ever again.
There are more thing that disappointed me and made me angry but I do not remember it all.
If you are interested, you can read the full email conversation below (and I highly recommend you to do so):
**Note that for some reason Gmail does not show my first message, so you can see it quoted in the end of HeliPal's first response.
Subject: Re: Helipal.com - - Helicoptare arrived with technical and physical issues
------------------------
From: HeliPal's Customer Service <info@helipal.com>
Date: Wed, Oct 12, 2011 at 10:44 AM
To: Shimi <shimi4@gmail.com>
We do feel sorry to hear that could you please send us some photos about the tail? We would like to realize the problem first. Besides, please make sure you have the correct binding procedures:
1. Turn on transmitter, then make sure Throttle Stick and Throttle Trim are "BOTH" all the way down, rudder trimming is neutral, then turn it off.
2. Connect heli battery, the receiver will start flashing.
3. Turn on transmitter, it is flashing, do no touch anything or you will break the searching mode.
4. Do not touch anything (around 7-10 seconds) until transmitter stop flashing and you will see the receiver have solid light and hear servos twitched, that means binding has completed.
Please try first, thanks!
by helipal.com
Janet Chow
Chat with us at Facebook!
On Wed, Oct 12, 2011 at 6:15 AM, Shimi <shimi4@gmail.com> wrote:
Hi,
My Walkera LM180D01 heli just arrived (order# CP836271608HK) but there are some major issues with it:
1. The tail is broken
2. When paired with the transmitter, instead of hearing a "beep" I hear a loud electrical noise which sounds very wrong.
I tried using only the right stick which changes directions and it seems to be working.
I haven't tried to fly it since I'm afraid to cause additional damage to it.
What can I do? What should I check?
P.S - I am very disappointed from the packaging of the heli. it was just sitting there, in a plastic package, inside a carton package. no protection at all.
My first heli, which I bought for 40$ was packaged much better with a lot of air bubbles to prevent damage during shipment.
paying 200$ and getting such package (which is probably the cause for the above issues)...well its an understatement to say that it makes a very bad first impression.
----------
From: Shimi Rokah <shimi4@gmail.com>
Date: Wed, Oct 12, 2011 at 4:47 PM
To: HeliPal's Customer Service <info@helipal.com>
I'm using the correct binding procedures.
You can see the tail damage in the attached image.
----------
From: HeliPal's Customer Service <info@helipal.com>
Date: Thu, Oct 13, 2011 at 11:18 AM
To: Shimi Rokah <shimi4@gmail.com>
Would you please take a video while you're trying to bind the heli with transmitter? We want to listen how it sounds and it will help us to find out the problem. Thanks.
by helipal.com
Chris Lee
----------
From: Shimi Rokah <shimi4@gmail.com>
Date: Thu, Oct 13, 2011 at 4:05 PM
To: HeliPal's Customer Service <info@helipal.com>
Hi,
The video file is a bit large so I uploaded it to YouTube. You can see it here.
----------
From: Jacky Lee <technical@helipal.com>
Date: Sat, Oct 15, 2011 at 7:03 AM
To: Shimi Rokah <shimi4@gmail.com>
your binding is correct. The 3D Gyro is making the servos move, doing the compensation, may I ask, what's wrong?
have you fly the heli?
by helipal.com
Jacky Lee
----------
From: Shimi Rokah <shimi4@gmail.com>
Date: Sat, Oct 15, 2011 at 8:53 AM
To: Jacky Lee <technical@helipal.com>
I'm not familiar with the flybarless and 3D gyro heli types and according to the user manual I should hear a "mechanical beep" when the binding is correct. The initial sound and the servo's movement sound didn't sound like a beep so I assumed something is wrong.
Yesterday I tried to fly it once, after I made sure that all of the channels are working properly (on ground). It was very unstable and had almost zero resistance to light wind, although the description in your site clearly states that "it's made to fly outdoors" in big, bold, red font and "it flies very fast and make sharp turns in light breeze condition".
Anyway, it doesn't really matter. I'll find a way/place to fly this one. I'm just disappointed of your exaggeration in its description.
I'm about to order some spare parts, and would like you to kindly add a new tail to this order for free as it was broken during shipment due to inappropriate packaging.
Thanks,
Shimi.
----------
From: Jacky Lee <technical@helipal.com>
Date: Sat, Oct 15, 2011 at 10:01 AM
To: Shimi Rokah <shimi4@gmail.com>
for the broken tail, i'm sorry that happened. It's very flimsy that it cracked a bit.
I can't claim you a new tail, but I can give you some battery monitor for free in your next order.
----------
From: Shimi Rokah <shimi4@gmail.com>
Date: Sat, Oct 15, 2011 at 4:13 PM
To: Jacky Lee <technical@helipal.com>
What can I say..If this is the best you can do - I'll take that. My order No. is: 150118
Thank you Jacky for answering all of my questions and trying to help me.
However, whether it concerns you or not, It is not likely that I will buy a heli from HeliPal ever again..
----------
From: Jacky Lee <technical@helipal.com>
Date: Mon, Oct 17, 2011 at 2:29 AM
To: Shimi Rokah <shimi4@gmail.com>
for the tail, sorry but the price to fix this shipping problem would be too high, we can't afford it.
For the Heli stability problem, if you could send me a short video about the heli flying, I can tell what happened.
I will put a battery monitor into the new package.
----------
From: Shimi Rokah <shimi4@gmail.com>
Date: Sat, Oct 22, 2011 at 5:09 PM
To: Jacky Lee <technical@helipal.com>
Hi,
I am sorry for the late response I was on vacation.
Please see the following videos:
Walkera affected by light breeze 1 - YouTube
Walkera affected by light breeze 2 - YouTube
Walkera affected by light breeze 3 - YouTube
In the videos I'm just trying to stabilize the heli and make it stay at the same place in air. I managed to do so for a moment
on the second video. but then, light wind came and it just flew off in the wind's direction.
In all of the videos you can see that it was not possible to stabilize the heli, it always flies in the wind's direction,
and it's almost impossible to resist this behavior.
I also got my spare parts order and was amazed by the following:
1. This order already included a buzzer I added myself. Instead of replacing it with the free one, or just making that one free - You added another one.
2. One of the buzzers malfunctions - It makes the beeping sound regardless of the battery status.
3. The buzzer you added costs 13.90$. The tail that I asked for costs only 1$ more. yet, you refused to send a tail? I just don't get it.
at almost the same price, you could have given me what I asked for, so why didn't you? the tail is more important to me than the buzzer...
----------
From: Jacky Lee <technical@helipal.com>
Date: Mon, Oct 24, 2011 at 7:17 AM
To: Shimi Rokah <shimi4@gmail.com>
i'm sorry, but when we flew the heli, it was good in light breeze condition.
you checked swashplate? is it leveled before flying?
----------
From: Shimi Rokah <shimi4@gmail.com>
Date: Mon, Oct 24, 2011 at 4:38 PM
To: Jacky Lee <technical@helipal.com>
Maybe the gyro took damage during shipment.
But then again you take no responsibility for the lousy packaging...
You also did not refer to anything I said about the spare parts.
----------
From: Jacky Lee <technical@helipal.com>
Date: Tue, Oct 25, 2011 at 4:04 AM
To: Shimi Rokah <shimi4@gmail.com>
you may send the heli body back, I will check up what's the problem.
After I fix it, i shall return to you.
for the tail, sorry I can't cover it.
----------
From: Jacky Lee <technical@helipal.com>
Date: Tue, Oct 25, 2011 at 4:05 AM
To: Shimi Rokah <shimi4@gmail.com>
You may kindly send the heli body back to us in a small box, keep it as small and light as possible by cheapest airmail. And write down your order number on it.
Our address :
Asia To World Group Limited
Flat A-D, 8/F, Wai Cheong Ind. Center,
Shek Pai Tau Road 5,
Tuen Mun, N.T.
Hong Kong
You need to contact us once you've shipped the item, we'll fix it and send back to you.
Long story short - I ordered an heli from HeliPal.com. I got it with a cracked tail since they packaged the heli in a very irresponsible and lousy way. they took no responsibility for that, stating that "it costs to much to make the packaging better".
Eventually they agreed to compensate me with free battery buzzer. of course, that buzzer malfunctions (beeps all the time regardless of battery status). I was also amazed by the fact that this buzzer costs 1$ less the the tail I asked for!
By the way, the "free" buzzer that I got, was added to a spare parts order that I made on their site which already included a battery buzzer! they did not made that one free, they just added another one (which as I said before - malfunctions).
If you will read the full conversation quoted below, you will see that in some cases, they absolutely ignore parts of my messages/questions.
One more interesting thing is - When I ordered my first beginner Heli from DealExtreme (40$ heli) - it was packaged as if it is the most fragile material in the world. Oh, and the shipment is for free, and still it wasn't that expensive for them to package it properly.
I know that I will not buy anything from HeliPal ever again.
There are more thing that disappointed me and made me angry but I do not remember it all.
If you are interested, you can read the full email conversation below (and I highly recommend you to do so):
**Note that for some reason Gmail does not show my first message, so you can see it quoted in the end of HeliPal's first response.
------------------------
From: HeliPal's Customer Service <info@helipal.com>
Date: Wed, Oct 12, 2011 at 10:44 AM
To: Shimi <shimi4@gmail.com>
We do feel sorry to hear that could you please send us some photos about the tail? We would like to realize the problem first. Besides, please make sure you have the correct binding procedures:
1. Turn on transmitter, then make sure Throttle Stick and Throttle Trim are "BOTH" all the way down, rudder trimming is neutral, then turn it off.
2. Connect heli battery, the receiver will start flashing.
3. Turn on transmitter, it is flashing, do no touch anything or you will break the searching mode.
4. Do not touch anything (around 7-10 seconds) until transmitter stop flashing and you will see the receiver have solid light and hear servos twitched, that means binding has completed.
Please try first, thanks!
by helipal.com
Janet Chow
Chat with us at Facebook!
On Wed, Oct 12, 2011 at 6:15 AM, Shimi <shimi4@gmail.com> wrote:
Hi,
My Walkera LM180D01 heli just arrived (order# CP836271608HK) but there are some major issues with it:
1. The tail is broken
2. When paired with the transmitter, instead of hearing a "beep" I hear a loud electrical noise which sounds very wrong.
I tried using only the right stick which changes directions and it seems to be working.
I haven't tried to fly it since I'm afraid to cause additional damage to it.
What can I do? What should I check?
P.S - I am very disappointed from the packaging of the heli. it was just sitting there, in a plastic package, inside a carton package. no protection at all.
My first heli, which I bought for 40$ was packaged much better with a lot of air bubbles to prevent damage during shipment.
paying 200$ and getting such package (which is probably the cause for the above issues)...well its an understatement to say that it makes a very bad first impression.
----------
From: Shimi Rokah <shimi4@gmail.com>
Date: Wed, Oct 12, 2011 at 4:47 PM
To: HeliPal's Customer Service <info@helipal.com>
I'm using the correct binding procedures.
You can see the tail damage in the attached image.
----------
From: HeliPal's Customer Service <info@helipal.com>
Date: Thu, Oct 13, 2011 at 11:18 AM
To: Shimi Rokah <shimi4@gmail.com>
Would you please take a video while you're trying to bind the heli with transmitter? We want to listen how it sounds and it will help us to find out the problem. Thanks.
by helipal.com
Chris Lee
----------
From: Shimi Rokah <shimi4@gmail.com>
Date: Thu, Oct 13, 2011 at 4:05 PM
To: HeliPal's Customer Service <info@helipal.com>
Hi,
The video file is a bit large so I uploaded it to YouTube. You can see it here.
----------
From: Jacky Lee <technical@helipal.com>
Date: Sat, Oct 15, 2011 at 7:03 AM
To: Shimi Rokah <shimi4@gmail.com>
your binding is correct. The 3D Gyro is making the servos move, doing the compensation, may I ask, what's wrong?
have you fly the heli?
by helipal.com
Jacky Lee
----------
From: Shimi Rokah <shimi4@gmail.com>
Date: Sat, Oct 15, 2011 at 8:53 AM
To: Jacky Lee <technical@helipal.com>
I'm not familiar with the flybarless and 3D gyro heli types and according to the user manual I should hear a "mechanical beep" when the binding is correct. The initial sound and the servo's movement sound didn't sound like a beep so I assumed something is wrong.
Yesterday I tried to fly it once, after I made sure that all of the channels are working properly (on ground). It was very unstable and had almost zero resistance to light wind, although the description in your site clearly states that "it's made to fly outdoors" in big, bold, red font and "it flies very fast and make sharp turns in light breeze condition".
Anyway, it doesn't really matter. I'll find a way/place to fly this one. I'm just disappointed of your exaggeration in its description.
I'm about to order some spare parts, and would like you to kindly add a new tail to this order for free as it was broken during shipment due to inappropriate packaging.
Thanks,
Shimi.
----------
From: Jacky Lee <technical@helipal.com>
Date: Sat, Oct 15, 2011 at 10:01 AM
To: Shimi Rokah <shimi4@gmail.com>
for the broken tail, i'm sorry that happened. It's very flimsy that it cracked a bit.
I can't claim you a new tail, but I can give you some battery monitor for free in your next order.
----------
From: Shimi Rokah <shimi4@gmail.com>
Date: Sat, Oct 15, 2011 at 4:13 PM
To: Jacky Lee <technical@helipal.com>
What can I say..If this is the best you can do - I'll take that. My order No. is: 150118
Thank you Jacky for answering all of my questions and trying to help me.
However, whether it concerns you or not, It is not likely that I will buy a heli from HeliPal ever again..
----------
From: Jacky Lee <technical@helipal.com>
Date: Mon, Oct 17, 2011 at 2:29 AM
To: Shimi Rokah <shimi4@gmail.com>
for the tail, sorry but the price to fix this shipping problem would be too high, we can't afford it.
For the Heli stability problem, if you could send me a short video about the heli flying, I can tell what happened.
I will put a battery monitor into the new package.
----------
From: Shimi Rokah <shimi4@gmail.com>
Date: Sat, Oct 22, 2011 at 5:09 PM
To: Jacky Lee <technical@helipal.com>
Hi,
I am sorry for the late response I was on vacation.
Please see the following videos:
Walkera affected by light breeze 1 - YouTube
Walkera affected by light breeze 2 - YouTube
Walkera affected by light breeze 3 - YouTube
In the videos I'm just trying to stabilize the heli and make it stay at the same place in air. I managed to do so for a moment
on the second video. but then, light wind came and it just flew off in the wind's direction.
In all of the videos you can see that it was not possible to stabilize the heli, it always flies in the wind's direction,
and it's almost impossible to resist this behavior.
I also got my spare parts order and was amazed by the following:
1. This order already included a buzzer I added myself. Instead of replacing it with the free one, or just making that one free - You added another one.
2. One of the buzzers malfunctions - It makes the beeping sound regardless of the battery status.
3. The buzzer you added costs 13.90$. The tail that I asked for costs only 1$ more. yet, you refused to send a tail? I just don't get it.
at almost the same price, you could have given me what I asked for, so why didn't you? the tail is more important to me than the buzzer...
----------
From: Jacky Lee <technical@helipal.com>
Date: Mon, Oct 24, 2011 at 7:17 AM
To: Shimi Rokah <shimi4@gmail.com>
i'm sorry, but when we flew the heli, it was good in light breeze condition.
you checked swashplate? is it leveled before flying?
----------
From: Shimi Rokah <shimi4@gmail.com>
Date: Mon, Oct 24, 2011 at 4:38 PM
To: Jacky Lee <technical@helipal.com>
Maybe the gyro took damage during shipment.
But then again you take no responsibility for the lousy packaging...
You also did not refer to anything I said about the spare parts.
----------
From: Jacky Lee <technical@helipal.com>
Date: Tue, Oct 25, 2011 at 4:04 AM
To: Shimi Rokah <shimi4@gmail.com>
you may send the heli body back, I will check up what's the problem.
After I fix it, i shall return to you.
for the tail, sorry I can't cover it.
----------
From: Jacky Lee <technical@helipal.com>
Date: Tue, Oct 25, 2011 at 4:05 AM
To: Shimi Rokah <shimi4@gmail.com>
You may kindly send the heli body back to us in a small box, keep it as small and light as possible by cheapest airmail. And write down your order number on it.
Our address :
Asia To World Group Limited
Flat A-D, 8/F, Wai Cheong Ind. Center,
Shek Pai Tau Road 5,
Tuen Mun, N.T.
Hong Kong
You need to contact us once you've shipped the item, we'll fix it and send back to you.