I love Traxxas Cars! To bad their customer service stink!

[Jesper]

Just recived my 5th traxxas today! And I LOVE everyone of them.
I aslo have some hpi's, but they don't even come close to the traxxas quality!

The only thing that makes me a bit mad is that I get lousy customer service everytime I contact them. It could be the fact that I'm from Norway, BUT I do buy all my cars from the US!
This takes away some of the joy!

On my summit the steering servos was broken when I got it. Traxxas did nothing! I replaced them out of my own pocket!

On the ERBE there was pictured a 3ch 2.4 ghz controller on the box. It was also written in text that there was a 3ch inside. Traxxas answered that they did'nt even make a 3ch 2.4 ghz, and offered me nothing as a compensation.
They used loooooong time to answer my e-mails and was rude when they did!

On the EMBE I recived today the Traxxas Power Cell Batteries was missing, even though it's stated on the box both in text and pictures that they are included. I won't even contact traxxas about this, because the one reason that they will not help me out!

The box had its original plastic on, so they have not beem removed.

This leads me to the question: Ain't my money worth the same by the fact that I'm buying my models from the US? I should think so!

[k0rppi]

are you sure that you didnt bought without battery box? and its cheaper to make one kind of graphics on boxes.

[RobWilJas]

So you wont even contact them about the missing batteries because you assume they wont do anything? You should atleast give them a chance. And I'm assuming you've taken the body off to make sure they're not in it right? Traxxas always ships them with the packs installed. Also I've never seen an ERBE box that showed that it came with a 3ch 2.4ghz radio, the 5309 Revo 3.3 does though. Are you sure you didn't confuse them? Sorry to hear you've had bad experiences but personally I've found Traxxas customer service to be great. I am in the US though.

Oh and that one word that you shortened, I would edit that out before you get warning points.

[Jesper]

This can not be mistaken :

[k0rppi]

box looks like mine and i ordered my car without batteries, since it was cheaper and i knew i wont need nimhs.

[Jesper]

k0rppi: Don't mix the ERBE with the EMBE. The controller on the EMBE was as described on the box. It's the battery packs that where missing.

On the ERBE the battery packs was included but the controller was not as pictured on the box.

And I'm sure that I bought the one with battery packs included.
I also have a summit, and I only use nims on my summit.
That's why I was looking forward to use these on the summit.
The ERBE and EMBE I will use LiPos.

[Nitronaught]

I would verify your order, I'm sure you have something in writing. Then try Traxxas again because I've had excellent customer service with them... Frankly quite surprized.

[k0rppi]

my box and radio

[Jesper]

I have a long string of e-mails between me and traxxas, that would prove just how little they will do if you are not in the US.
But I will not post them here, that wouldn't come to any good.

I will send them a new e-mail on the controller and a first one on the batteries. But I don't think it will help.

I have the receipt, copy of the Ebay and paypal transaction. And the model# of them both.

[RobWilJas]

Hmm never saw that before, but yeah that definately shows that it includes a 3 channel. Also as far as I know there is no EMBE version sold without batteries, so it should have them. I would definately be calling them about all of this. Be nice and they should help you out. Also if they tell you again that they don't make a 3ch 2.4ghz radio, ask why the 5309 Revo 3.3 still shows it comes with one.

[Jesper]

my box and radio

Same as mine, 3ch on the box, 2ch inside the box.
And this don't bother you?

[RobWilJas]

Ah ebay, that's probably why. You didn't buy them from an authorized reseller. Warranty is only good for the original purchaser, and even though you bought it brandnew sealed in the box, you're not the original purchaser, the person you bought it from on ebay is.

[Jesper]

No No, I newer buy private on ebay. I bought it from a LHS selling on Ebay.

[Jesper]

This is the seller : http://www.superiorhobbies.com/

[RobWilJas]

No No, I newer buy private on ebay. I bought it from a LHS selling on Ebay.

Are you sure they're actually an authorized reseller. Do you have a link to the listing?

Edit: You beat me lol

[RobWilJas]

Did you buy the EMBE from them? I went through thier completed listings on ebay as I wanted to see the listing for it and they don't have one for an EMBE.

[k0rppi]

Same as mine, 3ch on the box, 2ch inside the box.
And this don't bother you?

didnt even noticed that there 3 channel radion mentioned at the box.

newer erbes should be coming with 5 channel traxxas link radio. even tho version number is same as i do.

[Jesper]

"Did you buy the EMBE from them? I went through thier completed listings on ebay as I wanted to see the listing for it and they don't have one for an EMBE."


No, that was the ERBE and the Summit. The EMBE I ordered from Tower Hobbies.

[RobWilJas]

I ordered a 3905 E-Maxx from Tower a while back that was supposed to include batteries but it didn't, I called up Tower and they sent them to me. Have you contacted them?

[RobWilJas]

didnt even noticed that there 3 channel radion mentioned at the box.

newer erbes should be coming with 5 channel traxxas link radio. even tho version number is same as i do.

On the new ones the RX is 5 channel, but the transmitter is 2 channel.

[Jesper]

I ordered a 3905 E-Maxx from Tower a while back that was supposed to include batteries but it didn't, I called up Tower and they sent them to me. Have you contacted them?

Did the box say they where included? If so I don't think its right for Tower to cover this loss. I'll send traxxas an e-mail and see what they will do about it.

[makaveli72]

I ordered a 3905 E-Maxx from Tower a while back that was supposed to include batteries but it didn't, I called up Tower and they sent them to me. Have you contacted them?

^^^ This makes perfect sense to me. OP, you bought it from Tower. Tower IMHO is responsible here; and I would've contacted TH about this in a Heart Beat so they can send me my two batts.

Traxxas Manufactures the product and Distribute/Sell to Dealers/Merchants like TH. Yes it could've been shipped like that to Tower w/ out the batts. but you got it from Tower so IMO they are responsible. Now say, you got the truck and the TQ Radio is dead out-the box, then for me that's when Traxxas would get a call.

I would call up Tower if I were you.

[Jesper]

The box had its original plastic on, so they have not been removed.

As I wrote in my first post!

[makaveli72]

Am I sensing Naive here. Who's to say the box couldn't have been opened up and the contents tampered with; and a new plastic thrown back on and sealed nicely?

There are a thousand possibilities to what could have happened, but at the end of the day, Tower is the Merchant it was bought from and if their website stated that it should've included batts. then Tower is responsible flat out IMO.

At the end of the day, it's up to you how you choose to go about handling the situation but i'm just stating my opinion and what I would do. I'm not here to argue or anything...i'm just trying to be reasonable.

Good luck! and an update to the end result of this issue would be nice.

Edit: I can understand how one could be frustrated with such issues though.

[RobWilJas]

I don't remember what the box said, but towers site said it included the batts, and Traxxas site said it included batts. Obviously since tower sent them to me they felt it was thier responsibility. You should be contacting tower IMO.

[rusty stampede]

I thought Traxxas also had a headquarters in Europe somewhere. I wonder if they would be able to help you better. If nothing else, there are a few Traxxas employees on the board, maybe one of them will chime in.

Edited to add:

Traxxas U.K.
P.O. Box 1128
Winterbourne, Bristol
BS36-2SH, England
Phone: 44-117-956-1002
Fax 44-117-956-1121

[OCD RC]

I will add this. I have talked with TRX support quite a bit lately as well as my LHS days a few years ago. Ther service is not as good as it was. It seems that you get a good rep or a not as good one. I think it may be a string of new hires. As most of my questions tend to be higher on the learning curve, the nice ones seems to know the answers. The sub-par (subpar for the legendary TRX service) reps tend to have to look something up or ask someone else. Even the worst TRX rep is still better than reps as most places.

[midniteTRX]

well ive owned a maxx since before christmas....... emailed em due to problems since im deaf.... took em 9 weeks to reply.... tried TTY..they reject the call... even tried IPRELAY and now the iprelay operators will not call traxxas due to rude and profane language being used.

i CAN NOT confirm the language as i am DEAF, can only take their word for it

[GlowThunder]

okay something i have learned from this website. when dealing with Customer service, never air your CS related problems in the Public forum. or start a thread about it! this is called traxxas bashing and others will jump and fuel the fire. the mods will delete this thread (OR) lock it. and in the end you could get warning points or banned. i would try CS support again or even where you bought the rc from to make sure they sent you the (RIGHT) model number with the batteries and radio. as for the broken servo thats a traxxas deal. but threads like this do not last long. as traxxas mods would say do not air your dirty laundry in public!

as for the rude part. i never got rude replys from CS support its always been a postive answer and good reply.


good luck hope it works out for you.

[The Pope NJ]

okay something i have learned from this website. when dealing with Customer service, never air your CS related problems in the Public forum. or start a thread about it! this is called traxxas bashing and others will jump and fuel the fire. the mods will delete this thread (OR) lock it. and in the end you could get warning points or banned. i would try CS support again or even where you bought the rc from to make sure they sent you the (RIGHT) model number with the batteries and radio. as for the broken servo thats a traxxas deal. but threads like this do not last long. as traxxas mods would say do not air your dirty laundry in public!

as for the rude part. i never got rude replys from CS support its always been a postive answer and good reply.


good luck hope it works out for you.

haven't been here long but really hope you are wrong about that.

On a more positive note. Despite who is responsible tower hobbies is great about support. Contact them and you will have your batts shipped today.

Tower doesn't have a middle man like a lhs so the profite is high for them and they don't mind covering a issue like this every now and again.

[Jesper]

If some of the traxxas people read this and feel the urge to ban me, delete the thread or lock it. Maybe they should send me an PM and close the case instead. It's just plain foolish that they have apocalyptic fear about constructive criticism!

[streetdemon]

Boxes change, but you bought it from Tower Hobbies and the stuff was not in the box so contact them. It is THEIR responsibility that you get everything that's supposed to be included. Here's what would you should do...
1. You call tower and tell them your complaint.
2. They fix said complaint and then THEY call Traxxas.
3. Traxxas will then either compensate Tower, apologize, change the boxes, something, to rectify the issues.
4. Everyone gets what they want.

On a side note what do you want a 3 channel radio for anyway? Theres no shifting or anything.

[Dadx2mj]

Traxxas customer service is widely accepted as some of if not the best in the business. If you have had a different experience than the countless thousands of people who have had great experiences dealing with Traxxas I have to wonder if you approached the situation wrong and in effect shot yourself in the foot. I personally have had very little need to use their customer service but on the two or three occasions I have they have gone above and beyond what I was hoping for to rectify the situation.

[The Pope NJ]

Rules for getting help.

1 use the persons name. When they answer ask how they are. Be polite at all times rember that what ever your problem may be it is not their fault.

2. 95 percent of the time when something breaks it is your own fault. Alot of the time though a company will still help you out if you follow step one and you are honest.

Please and thank you get you alot farther than accusations and demands.

Also call when ever you can emails just aren't the same.

[Alliharin]

Traxxas customer service is widely accepted as some of if not the best in the business. If you have had a different experience than the countless thousands of people who have had great experiences dealing with Traxxas I have to wonder if you approached the situation wrong and in effect shot yourself in the foot. I personally have had very little need to use their customer service but on the two or three occasions I have they have gone above and beyond what I was hoping for to rectify the situation.

I called the other night about an issue, not only were they super nice and helpful, within 5 minutes, the gentleman had all my info and was shipping me replacements free of charge. I then received an e-mail from Fed Ex with the tracking number at the request of Traxxas.

I am very Happy with thier customer service. Best I've ever dealt with actually. Might be why I own 4 vehicles and recommend them to anyone that asks.

[NStampede Freak]

I have never has a problem with Traxxas's CS. Always very helpful. Dunno why some people have such problems with it.

[streetdemon]

To add to the "it's not the reps fault" comment. That is first of all entirely true. Second, I recently started work at a Verizon Wireless indirect agent (we sell phones, accessories, plans, etc., only thing we CANT do is actually warranty your phone, you neeed to go to a corporate store for that). Anyway, people come in all the time and complain to either my boss or myself about their bill. We politely tell them that all we have the capability of doing for them is looking uptheir account and seeing what plan they have and how many minutes used etc., but all of that is on the bill anyway, so it's nothing you can't see for yourself. We will even call and put you in contact with Verizons CS but if you talk for 1000 minutes more than your plan allows, that's no ones fault but your own. Just as if you break a part on your vehicle it's your fault (not directed at OP as his problems were different just saying).

[Greatscott]

I have never has a problem with Traxxas's CS. Always very helpful. Dunno why some people have such problems with it.

Ditto... Had a weird noise coming from my tranny, I called them, they said running it hard for a couple of packs, I did, the tranny gears ate themselves and they sent me a new set.

I have to think there is more to this story than what has been said.

[Jesper]

There ain't NO more to this story than what has been said.
The only thing would be that I send e-mail, I do not call them, do to the time difference.

And to answer what I would do with a 3ch, maybe add some led's, I dont know. But it should be in the box.

I bought myself a futaba 4pk, so this is not a problem anymore.

And please understand, this has nothing to do with the fact that I REALLY LOVE my traxxas cars. And I do LOVE traxxas and the kit's they sell.
I would just like my support questions to be anwered a bit more seriously!

[majestic]

How would Traxxas not help with your Summit servos? Send them in with a copy of your receipt and they send you new ones.