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Complaint Details
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Initial Complaint
07/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Problem Is with a defective Spektrum NX10 radio control RC aircraft transmitter that is now unsafe and unusable due to numerous software and firmware defects. Rudder trim tab is locked at 100% right deflection in all models. Aileron trim tab is locked at 100% left deflection on all models. Scroll wheel is very stiff to roll left. System idol alert has been going off during flight. Programmed throttle curves have to be checked prior to every flight because the system has been changing them to a bunch of random numbers. Sometime while programming the transmitter will just shut off for no apparent reason, half of the preprogrammed BNF models are now missing, system creates duplicates of imported model and adds them to the model selection. System has the most recent update and I have tried a factory reset but cannot resolve the problems. I have never encountered a Spektrum product like the NX10 that is so poorly tested by the MANUFACTURER prior to release. No excuses here. We pay good money for such a product. Where/when was anyone who purchased an NX10, told that it required customers to work through the myriad of faults. Customers should not be considered as beta testers. They paid money for a FULLY functional product. The list of issues with these transmitters is endless but as mine is approximately 14 weeks past the one year warranty the company has sent me written confirmation that they are refusing to cover the cost of to repair their expensive defective product.
Business response
07/07/2022
**** ***** ****** ********
According to the customer's receipt and our contact logs the NX10 (purchased on Feb. 22, 2021) is out of the one year warranty period from date if purchase. For Service Center repairs please see our Service page at ************************************************* All services are charged a minimum of a 1/2 hour of labor at $40 USD per hour. All charges for service parts, labor, shipping, and other fees are your responsibility. Nonpayment can result in the confiscation of equipment. Please be sure to fill out the service request form online and submit with your repair.
All items should be packed to assure no damage is incurred during shipping. Please ensure all packages and avoid shipping methods or carriers that do not provide tracking. All merchandise is the responsibility of the shipper until it arrives at *******. Therefore, Horizon is not responsible for items lost or damaged in transit.
Warranty only applies as described by the product manufacturer and on products accompanied by a dated proof of purchase. Warranty service or replacement decisions are at the sole discretion of Horizon. Warranties apply only to the original purchaser and are not transferable. Collateral damage is NOT covered by the manufacturer's warranty. Horizon is not responsible for any loss of data or information associated with the service. For full warranty information, please refer to your product manual or the product pages on *********************Customer response
07/07/2022
I am rejecting this response because:
Because it is unacceptable!If you actually read my complaint you we see that I am quite clear on what the warranty states.
This is why we are at this point and having to involve the BBB.
You have sold me an expensive defective product that is a danger to you as it could result in a crash there for making it completely useless. If this transmitter was 5 years old it would not be a big deal but the fact that it is less than a year old and has not been finically damaged and just plagued with software problems is a clear sign of an inferior product and your refusal to do anything about it send a clear signal on how much you value your customers that have spent thousands of dollars over many years.
My Spektrum DX9 transmitter served me well for many years without any issues and I deeply regret selling it thing that the NX10 would be an upgrade.
I have done my research and am fully aware of all the defects across the entire range of NX Transmitters.
Your products and customer service has been going downhill for a few years.
My goal is to create awareness for other consumers so they don’t end up wasting their money as I did. And to make other aware that Horizon Hobby is producing poor quality products that they do not stand behind and provide the customer with any loyalty what so ever.
I will just add the NX10 the junk pile of Horizon products I have accumulated over the past few years.
I will not give you another dime of my money to repair the NX10. If you choose not to repair it will simply be destroyed in a very creative video and posted on as many social media outlets I can find, with a complete description of why.
I’ll send you a link.Initial Complaint
05/31/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Horizon Hobby had a flash sale that ended on 8th of April 2022. On the 7th of April I purchased three items from their flesh sale. One ready to run radio control Camaro, one gun style remote control and one rr10 bomber 1/10 scale The Savvy Style which said it was going to be in stock mid-april. Horizon Hobby accepted my order. After checking a week or so later they said that my item was on backorder for the **** ****** **** ***** ***** *****. I then verified my order it said the rr10 bomber 1/10 scale Savvy style crawler was on backorder. I received an email stating that another style of the crawler was available but then when I reply to the email they said they could not match the cost. At no time during that email which was mid early May did they say that my item was discontinued. Now I'm being told that the item is discontinued and I will not received the vehicle I ordered that they promised. They also said I will not get the item that I ordered for the sale price and nothing is available because it is discontinued suddenly. I was given an order number and Confirmation and have screenshots. The last email I received on May 31st 2022 stated The Flash sale was for items in stock only which was not what the sale stated. Why would Horizon Hobby accept the order for an item (1/10 RR10 Bomber losi savvy edition, available mid April) that was only on sale for in stock purchases. In my opinion this is deceptive sale practices. They should honor the order that was in their system and was accepted on the 7th of April for that item or a comparable item. Horizon Hobby was a great company to work with I have over 30 cars and now they're selling products they cannot honor after given confirmation and order number. Buyer beware are deceptive sales practices.Business response
06/09/2022
We have sent an email to Mr. ****** with an offer of an alternate product. Horizon Hobby regrets his particular experience. We had every intention of supplying the item he originally placed. We make no money until we can ship the goods, so we are highly motivated to fill orders and regret that circumstances beyond our control lead to the early discontinuation and inability to fill the original product. We hope the new offer is satisfactory and appreciate the opportunity to offer a solution.Customer response
06/11/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.Initial Complaint
05/20/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On 5.1.22 I purchased a 36" remote control boat online in the amount of $699.99. Additionally, two other receipts attached reflect the cost of 4 batteries it takes to propel this boat totaling $294.27. The last receipt reflects the cost of a special wiring harness required for $54.47. In all, this debacle totals $1048.74. On 5.9.22, my son & I unboxed and assembled these items in preparation to run this boat on the pond behind our house. Within the first 10 seconds of use, the boat split in half and everything sunk within 2-3 seconds. I contacted the online business that sold me this boat and they stated that my problem lies with the manufacturer - Horizon Hobby. I submitted an online claim to them on 5.10.22 and they responded on 5.11.22 with an automated response requesting more information which I provided. I have not heard from them since and have I called there on numerous occasions, but you cannot get a live person on the phone. I am currently out $1048.74 that literally vanished in less than 10 seconds of use of their faulty product. I am furious regarding Horizon Hobby's handling of this situation (or should I say ignoring this situation). Please, I need your help obtaining a full refund for everything that was lost.Business response
05/20/2022
We apologize for the issues with your ******** **** ***** *** We appreciate your patience and understanding. Our Technical Support agent has contacted the customer and is working on a faster resolution of his issue. Again sorry for the inconvenience and if further assistance is needed please use on online live chat or email feature.
For further assistance, please use our online chat feature or email Product Support at *******************************Initial Complaint
05/17/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Bought a SCX24 RC rock crawler. was used for only a few days and developed an issue in the steering where it made it unable to drive. tried to get in contact with the company i purchased it from but was very difficult. finally got an email back and through a few emails it was diagnosed that i needed a new speed control. looked up online and seemed to be a very common issue with this due to faulty parts. was told they would send another one to me. then found out that they are back ordered to atleast august... thats 7 months from the date of purchase. i asked about sending the vehicle back for a refund so i could buy another brand and was denied. now my son has no car to play with for his birthday.... other retailers sell this same unit but with a different speed control and have no issues. all i want is to be refunded so i can get him one that works correctly.Business response
05/18/2022
We apologize for the parts issues on the SCX24 Crawler on its ESC. We appreciate your patience and understanding on the delay in receiving parts from China. Our Technical Support agent has contacted the customer and is working on a faster resolution his issue. For further assistance, please use our online chat feature or email Product Support at *******************************Customer response
05/18/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.company says they are sending me a new vehicle with a new speed control. lets see how long this one lasts
Initial Complaint
05/15/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I purchased a Arrma Vortex for my wife to get into the Hobby. Everything is fine except the voltage cutoff is at 3.8v per cell. I emailed customer support and they said that this is impossible that the voltage is set to 3.4. They first tried to blame my batteries, then forced me to make videos of 3 different batteries and send to them. After 10 email and all the time I had to spend to prove it they finally said they would send me a new ESC. Then they told me they are on backorder for 1 to 2 months. I asked why don't you take one out of another truck and send it to me so I don't have to wait months for something I just purchased. NO RESPONSE. Sent another email NO RESPONSE. They have these in stock and they should do the right thing but they don't care at all. This is probably why you cannot call customer support anymore because they do not care about there customers anymore. I own 6 Arrma cars and this will be my last purchase ever from Horizon Hobby or Arrma.Business response
05/18/2022
We apologize for the issues with your **** *******. We appreciate your patience and understanding on finding a solution to this issue. Our Technical Support agent has contacted the customer and is working on a faster resolution for his issue. Due to the the Firma 100 ESC being out of stock until around mid to late July, an upgraded ***** *** *** has been sent in its place, along with the required loop connector. The replacement Firma 120 ESC is rated for 2S-4S batteries. While the ESC is rated for up to 4S, the Vorteks is not able to use 4S batteries as it is not rated for it and damage can occur. The warranty will be void if damages are sustained to the vehicle during operation using a 4S battery. The Firma 120 has two power leads connected to it, only one will be used for operation in the Vorteks. In order to use a single 2S or 3S battery a loop connector, *********, must be installed into one of the connector leads to complete the circuit. Without the loop connector installed, the ESC will not power on. For further assistance, please use our online chat feature or email ******* ******* ** ********************************Customer response
05/18/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Its a shame I had to go through all this to have Horizon Step up to the plate. I will NOT use a 4s battery because I don't have any do not want to void the warranty.
They could have easily taken a Firma 100 out of a stock vehicle in stock and sent it to me but they refused. Makes no sense to act this way with customers.
It has taken me 3 videos and countless emails to get this solved and the only way they offered anything other than to wait months to get the part is when they found out that I filed a complaint.
This is unacceptable behavior and it defiantly changes my opinion of your business.
Initial Complaint
05/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I ordered from Horizon Hobby and signed up for their easy payment to split my payment into 3 payments over 3 months. During the 3 months I was issued a new debit card through us bank, it has the same card number but new expiration date and cvv. I immediately updated my card information on my order before it was time for my next payment to be charged on my account. On 4/2/22 I got an email that my easy payment did not go through, I had already updated my card information so on 4/7/22 I followed the instructions on the email to contact *********************** to correct the issue and pay. I never received a response. I emailed again on 4/11/22, again on 4/14/22 and once again on 4/29/22 after receiving no response and knowing my next payment was also coming due on 5/2/22 I filled out a request for customer service help and finally got a response on 5/4/22. I was sent a link and updated my card information. The payment still was not going through. I only have the 1 debit card and it worked everywhere else and had the funds so I contacted my US Bank on 5/11/22 and they said Horizon Hobby was still trying to charge my old card number. I continued to emailed Horizon Hobby(the one customer service person that finally responded to me) and they told me they sent me to collections. I have absolutely no problem paying for this item, in fact I would love to do so. I do not believe I should have been sent to collections when I was actively following their directions and trying to pay.Business response
05/23/2022
Horizon Hobby regrets this customer's experience. The credit card must be updated in the Easy Pay file, and not just as a stored payment source. We see the transactions have been updated and the payment all made. We appreciate the business and we are sorry for this particular customer experience.Customer response
05/23/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Horizon Hobby also emailed me an apology, I am just happy the issue was resolved and I was able to pay.Initial Complaint
05/05/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased the Arrma Big Rock from this company 6 weeks ago. About a week after my purchase, a major issue developed where the throttle would not work. I imagine it is an issue with the receiver and transmitter not staying connected. I immediately contacted the company requesting assistance and technical support - I have sent 8 emails. I have received automated responses where they requested pictures and purchased information. I have provided this information 4 times with no response. I feel completely ignored by this organization and also feel like I wasted $350.Business response
05/19/2022
We apologize for the issues with you r ARRMA Big rock. We appreciate your patience and understanding. Our Technical Support agent has contacted the customer and is working on a faster resolution his issue. Replacement parts were sent out on order * ******* and arrived on 05/12/2022. Our customer sent a note that the part was arriving on the 12th and a thank you. Again sorry for the inconvenient and if further assistance is needed please use on online live chat or email feature.
For further assistance, please use our online chat feature or email Product Support at *******************************
Initial Complaint
04/29/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a Horizon Hobby/Axial product and within days it malfunctioned and was non-working. Their customer service was a complete waste of time. They warrantied the defective part on the vehicle, but that part is backordered and won't be available for (maybe) two months. This is utter nonsense. I spent nearly $400 and their customer support has no escalation and all of their phone numbers are just an automated response telling you to reach out to their online support, which is virtually non-existent. Completely unacceptable.Business response
05/03/2022
We apologize for the issues on the Axial Wraith Spawn on its ESC. We appreciate your patience and understanding on the delay of receiving parts from Chins. Our Technical Support agent has contacted the customer and is working on a faster resolution his issue. For further assistance, please use our online chat feature or email Product Support at p******************************Customer response
05/04/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 1******8, and find that this resolution is satisfactory to me.Initial Complaint
04/17/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I am a disabled veteran, so I don't have alot of money.I read meverything I could get my hands on about the Eflite Turbo Timber Evolution.They had it posted everywhere that the least Transmitter radio it would use, was the spectrum DXS.So I bought one, 119.00.The radio Had to be upgraded before it would work with the airplane so I bought the adapter.19.99, and the programming cable.29.99, and extra batteries and propellers 86.00.I purchased the aircraft 329.99+tax From Horizon hobby in Plano, Tx. As soon as I bought it, word got out that there was a design flaw, the reciever, and esc"Part of the electronics" were overheating.I could not get the radio to work, I went to spectrum's site, and updated it."All DXS radios, the features, the flight controller, and safe select will not work with the dxs radio, and certain flight controls would not either".This was the message when I was updating the radio.These were the best Parts of the aircraft.I bought it as a trainer, without safe, it is useless!They just want to get us to pay another 250.00 to buy the next radio up The dx6e, that will be obsolute in 1 year.I tried to return it all, they offered to fix the aircraft, but that does not do any good if I cannot control it with my radio, like They said we could.That is false advertisment, and discrimination against the poor!They take Capitalism to the extreme, and their Greed makes me sick!Business response
04/19/2022
We apologize for the issues on the Turbo Timber and our Spektrum transmitter. Our Technical Support agent has contacted the customer and resolved his issue. For further assistance, please use our online chat feature or email Product Support at *******************************Initial Complaint
04/16/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased "RealFlight 9.5S Flight Sim Software Only RFL1201S" from Horizon Hobby which is software to simulate drones and other flying models. I own and run the prior version 9 of this product. I installed the software and it has never worked. I spent time emailing, chatting and speaking to support people while trying suggestions with no results. Attached is a screenshot of what I saw when running the software and my receipt. Horizon said they did not know what was wrong and then started blaming my computer even though their prior version works and my computer is new has no other problems. Horizon stopped returning support requests. When I asked for a refund, it was refused because Horizon hobby has a policy of no software refunds without exception. They claim this is "industry standard" because the software can be copied. The problems with this reply for me are: No refunds is not "industry standard". A company cannot sell a defective product, keep the money, and expect no repurcussions. Horizon uses the Steam delivery platform which is designed to stop software license violations. Most compaines would try to find and fix their defect. I would like my $106.24 back for the purchase and I want Horizon to change their insulting refund policy.Business response
04/20/2022
We apologize for the issues on the using the Real Flight simulator software. Our Technical Support agent has contacted the customer and is working to resolve his issue. For further assistance, please use our online chat feature or email Product Support at *******************************
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