durango customer service???????

[davidmog99]

Hi i bought a durango rtr from je models on behalf of one of my friends as he wanted to get his stepson into racing.
It was bought in october for a christmas present. Hes been unable to get it working so ive been round and it just wont bind.
We tried many times (im not new to this ive got spektrum/code/carisma 2.4 ghz stuff and that binds fine when i move it from car to car), its got to be faulty. When we follow the process the light goes solid as if its bound but when its all turned back on its not bound.
Ive tried a carisma reciever and transmitter and it bound fine, the throttle was fine but the steering wasnt right, the servo wouldnt centre properly and seemed to get hot. Could a faulty servo stop it binding? That would be a new one on me, and i have tried binding with the servo disconnected. Could it be the reciever/transmitter is faulty as well as the servo?
Any ideas? Or who should i contact? Je models as they have changed owners or t.d.?
The young man was hoping to go racing next weekend and i feel responsible for letting him and my mate down. Theres no stock left for a replacement and hes bought batteries and charger to go with it. I wish i had checked everything when it arrived!
Any help appreciated
David.
Ps this isnt a dig at je models or durango, i havent contacted either yet. Just after advice on the quickest way to sort it.

[Jordy]

David, best to contact TD.

I've heard of binding problems with the TD transmitter/receiver before.

I am sure Durango will sort it out and get the lad racing for the weekend.

[davidmog99]

Sorry for the long post above but if je models give a refund, the car was discounted to £165.
With batteries and charger i convinced my mate to spend a good bit more than he intended anyway, he wont want to spend more.
What options do i have around that budget? Its all got to be new or new built. He wont do used.
Any help and advice would be very much appreciated.

[AfroP]

your best best is to contact Team Durango
Support@team-durango.com

I know they used to be slow to respond and sometimes left things altogether, but from my own experience i also know that they have been working hard to get that side of things sorted.

JE models may have changed owners but its still there
However they are only the distributer where as Durango is obviously the manufacturer and place responsible for warranty defects etc.

[davidmog99]

Thanks i will ring t.d. in the morning. Im still a bit concerned with the servo. Do they ever run hot if they arent faulty? The wheels werent even touching the ground and i switched off pretty quickly.

[mattr]

I *think* there were a few faulty rtr rx/tx sets kicking around. Don't quote me on that!

And FWIW, I bought an rtr roller (the electrics except servo had been cannibalised) and the stock servo was dire, especially when matched up with the servo saver. On our tracks (either astro or high grip carpet) I couldn't even get the car to turn properly. Removing the servo saver didn't help much. So I just put a 20 quid mks 1210 servo and an aluminium servo arm in, ran that for a few months with no issue.

[davidmog99]

Thanks i have just emailed them.
I take it a few people have had bad customer service from team durango.
I hope im lucky then.

[davidmog99]

Yes, i expected the servo to be a bit crap, but hot? And i mean hot to touch and a smell from the servo. Definitely not esc or motor.
Will the serial number on the box and car give any clues about the binding issue? I wont be too happy if it does. That would explain the discount, but its not really a discount if you have to swap tx rx and servo!

[safk]

David,,
If you are near Northampton I have a 210 RTR tx/RX & servo that you are welcome to borrow until TD sort you out.

[mattr]

The discount was due to the release of a revised model.

[davidmog99]

Thats a brilliant offer, many thanks.
I will ring durango and je tomorrow, if i cant sort something i will pm you. I cant collect but can pay postage both ways if thats acceptable?

Cheers muchly
David

[safk]

No worries I could sort UpS via work for a bout £10. I know how frustrating a new kit with issues can be

[davidmog99]

The serial number is TD24251.
Has anyone else on here had the same issues?
Its the first time i have seen the rtr today. It does look great value even at full retail price.

[davidmog99]

Thhat would be great. Ive had issues with missing bits faulty items with lots of things over the years but its much worse after ive sorted it for someone else. I didnt open it to check everything because it was all sealed and it was a present.
Thanks again
David

[Never on a Monday]

David,

I had the same issue when I bought an rtr kit last year. Durango sorted a new TX set for me with a little bonus gesture for the trouble and were excellent. For the cost the rtr is great value (when working) and served me well to get back into racing. I've since upgraded most things as I got more involved in the hobby (it gets addictive :lol:) but my advise would be to chase through the Durango email and keep your supplier copied in too.

Hope all goes well.

[davidmog99]

Hi. I contacted j.e models today and they have no record of me buying the car, their last sale of that model was in september. Thats definitely not me. It was after that. I may have used a work adress for delivery, i cant remember. But their rules required a postcode registered to the debit card or they couldnt take the order?
The guy on the phone explained the 'problem with durango is that they are moving to germany'. Not helpful. Durango havent replied to telephone or email.
J.E informed me theres not a lot they can do without finding the delivery note. I cant find it but i remember it wasnt a reciept and had no detail or order numbers etc. Otherwise i would have kept it.
I have a paypal reference number to prove i bought it. Im not a liar the car has never run!
Im not exactly a happy bunny.

[Jay @ JE Models]

Hi David,
Apologize i didn't mean to insinuate that you were lying, It was merely the only order i had from you we cancelled, and i would need a ref number to find your order. Every order we send out we also email the customer with a copy of the invoice which should have a account number and a order number on it attached by .pdf file, and we can find your order for you. unfortunately the Paypal transaction number wont help us, as it would be for the old owners Paypal which we wont be able to view. please have a look in your emails tonight and give us a call in the morning (we open from 10am) and we will try and help you out.
Regards
Jay

[Fabs]

Hi. I contacted j.e models today and they have no record of me buying the car, their last sale of that model was in september. Thats definitely not me. It was after that. I may have used a work adress for delivery, i cant remember. But their rules required a postcode registered to the debit card or they couldnt take the order?
The guy on the phone explained the 'problem with durango is that they are moving to germany'. Not helpful. Durango havent replied to telephone or email.
J.E informed me theres not a lot they can do without finding the delivery note. I cant find it but i remember it wasnt a reciept and had no detail or order numbers etc. Otherwise i would have kept it.
I have a paypal reference number to prove i bought it. Im not a liar the car has never run!
Im not exactly a happy bunny.

Hi David,

I can assure you Team Durango is not moving to Germany.

We're in the office every day and there is always someone to pick up the phone. If we haven't picked up, maybe you've mistyped the number or picked the wrong number? I can assure you our phone works fine :)

I'll make sure tomorrow someone will have a look into your issue. What email address did you write to?

Best Regards

Fabien

[mattr]

Didn't you get emails from both PayPal and JE when you placed the order?
This will have all the details you could possibly need.

[jimmy]

not sure it matters now but I worked 2 years at Team Durango on lots of stuff inc support and left Oct 2012 - I owe TD nothing since they throw no bones my way but I know the cars (esp 4wd) and I know everyone who counts at TD.

That said - first port of call usually should be your supplier (shop) but with some stuff like broken driveshafts it's best to contact TD and send photos to show the problem.

But if anyone has problems they can't sort in a timely manner give me a shout and I will try help because the TD guys are good guys - overworked, but good.

[davidmog99]

Thanks for the info. I got through to a helpful guy today actually (at durango). Waiting for a call back off another guy but i was told i would get replacements. I think i may have been ringing the wrong number!:blush:
I know it seems like a simple task to find order confirmations and emails, but my mrs ordered it and shes got quite a few email addresses. I have had to return a couple of christmas presents and all i had to confirm to do this was name address and postcode. When i rang to order the car j.e. had all the details of my last purchases, address etc.
I dont think i will use them again.
I have a business to run, the mrs works full time and we have four children.I was a bit stressed yesterday.
If i have any further issues after tomorrow i wont hesitate in posting some more bitchy stuff ;)

[andoiwebb]

Unfair to say you wouldn't use JE again, they were courteous enough to reply to you, despite your finger pointing rant. It would usually be Durango you would deal with with the faults you described, and they appear to be sorting your problem out.

[davidmog99]

I think its entirely fair that i can choose which shops i order from.
I havent got close to ranting yet :woot:

[Fabs]

Glad to see your problem getting sorted. :thumbsup:

[davidmog99]

Thanks for everyones helpful posts, durango are going to post out replacements for the faulty radio gear. The gear might have to come from germany, they are checking their uk stock, so i may have to wait a short while.
Big thanks to the kind fella who offered to let me use his radio gear. Its one of the reasons why i think oople and rc is great.
Its probably going to be next weekend for racing now, but i cant fault durango service. They were aware of the problem on wednesday and on thursday agreed to remedy it.

[mattr]

I think its entirely fair that i can choose which shops i order from.but it is somewhat unfair that your lack of organisation is causing what is really a simple warranty problem to be made into a massive shop/supplier/wholesale/manufacturer issue.

Lots of people have multiple email addresses, lots of people have jobs, lots of people have kids. They all manage to find the paperwork.

[davidmog99]

Well durango didnt get back to me this morning, so i phoned this afternoon, was told i hadnt been forgotten about and that they they would phone back.
I didnt get a phonecall.

[davidmog99]

but it is somewhat unfair that your lack of organisation is causing what is really a simple warranty problem to be made into a massive shop/supplier/wholesale/manufacturer issue.

Lots of people have multiple email addresses, lots of people have jobs, lots of people have kids. They all manage to find the paperwork.

I have all the relevant paperwork and emails from j.e. now. How would you suggest i go from here?

[mattr]

I have all the relevant paperwork and emails from j.e. now. How would you suggest i go from here?exactly where you are going!
Finding paperwork earlier might have helped?

[safk]

Your sales contract is with JE so in theory with them but if they changed ownership it may muddy the waters. Keep harassing TD for a solution if all else fails, it worked for me in the end.

[davidmog99]

It may have helped to get a refund, which my first posts stated wasnt what i wanted. The car is brand new, never used. Im actually unsure if i am going to get a refund as i paid by paypal.

Looks like buying another car as i have no idea when im likely to have the faulty parts replaced. It would have been better to be actually told we cant get the parts than told nothing.

Thanks for that the companies involved. Youve made my weekend.

[Fabs]

It may have helped to get a refund, which my first posts stated wasnt what i wanted. The car is brand new, never used. Im actually unsure if i am going to get a refund as i paid by paypal.

Looks like buying another car as i have no idea when im likely to have the faulty parts replaced. It would have been better to be actually told we cant get the parts than told nothing.

Thanks for that the companies involved. Youve made my weekend.

Maybe a bit of patience? If you were told you would be getting replacements, then you will, but you need to give the people involved enough time to get it sorted.

[dpackster1980]

TD doesn't have great backup and I got fed up so I switched manufacturer. Shame really as there cars were good but what's the point if they struggle to back the product.

My experience left a sour taste in my mouth and unfortunately that's why I'm giving TD a wide birth from now on.

Don't get me wrong some people have never had issues and enjoy running their cars.

[davidmog99]

I could have patience if i knew the parts were actually coming, Or when they were coming.
Ten year olds arent exactly known for their patience.
Im too embarrased to tell my friend still no working car and god knows when or if parts will arrive.

[andoiwebb]

Ahhhhhh, your 10 years old. That explains everything.

[davidmog99]

Ahhhhhh, your 10 years old. That explains everything.

Very helpful and humorous.

[davidmog99]

Still no return call from Team Durango.

[Adam Skelding]

Who did you speak to at TD?
I'll check what's going on tomorrow.

[davidmog99]

I still have no replacement parts from durango.
I did recieve an email 2 weeks ago asking for my address (i gave my address on the phone when they agreed to replace the parts almost a month ago, and was told they would be sent directly to me from germany to save time!!!!!!).
I have replied to this email twice with no response
It was a little odd to get an email, as they never replied to any of my initial emails and implied i must be using an incorrect address.

The boy in question is now using a kyosho lazer zx5, and im out of pocket.
Thanks again guys.

[davidmog99]

Still no communication or parts.
Im going to start a small claims court case. I think its £35 well spent. Ive been fobbed off too long. So much for 'a simple warranty issue'. I no longer want or need the car.
I wonder if durango will send anyone to the court?

[Dizzy]

Durango are under new ownership and I am not sure how long this has been for. I know that the shop owners haven't even received the new parts lists and I do not believe they can even order spares at this time.

Sure once the new owners are up to scratch customer service will be good.

Just got them at a really bad time. speak to a rc shop and see if they can help out at all.

[jimmy]

2 years.
Some blame the manufacturer, some blame their ordering and lack of foresight. They reigned in a LOT after the 408 - they bought so much stock. Personally I think they are too conservative but they also have so many parts (along with new parts) to buy and it's a tiny company.
No doubt right now they are running at a loss since they are working on so much new stuff - with the ARRMA brand also.

They just need to make a few more things like a 410 centre diff conversion (I made one 2 years ago), small bores back - with ally shock caps. Old style 410 shock towers (much stronger). Then a centre one way, front one way and overdrive option.

Personally I think they missed a trick with the centre diff on the V4. Hupo showed how to gain the room for it and keep the strength. My version was too weak to race but I'd really like to race that centre diff on a bumpy track.

[micholix]

2 years.
......
Personally I think they missed a trick with the centre diff on the V4. Hupo showed how to gain the room for it and keep the strength. My version was too weak to race but I'd really like to race that centre diff on a bumpy track.

Hello jimmy,

Can you please show me some pictures of your centre diff and can you please explan me, what do you mean with "Hupo showed how to gain the room for it and keep the strength."?

Edit: i am working on a centre diff for the 410, for the standard chassis, it should be a direkt replacement of the slipper part, without any other modifications as i have seen over on other threads or on rctech....
As alleady sayed on other threads, i'm not a realy good driver to test it and to assess it, but i have some austrian nats drivers in the club, i would like to race sometimes this summer and i'll give it to them for testing!
I lett you know, when all my parts are in and assambled, like i would like to have....

PS.: sorry for off-topic


Thanks in advance
Mike

[davidmog99]

I might try them again in a few weeks when its settled down then.
The guys i spoke to were actually helpful, just didnt follow up.
Hope nobody loses their job, but it seems they would benefit from a change in management!