Knife Edge-GP-Tower -huge dissapointment

[alienonaride]

Ok ,
I have been calling Tower for years, ( free call ) no hassles, I have been a customer of Great Planes for years and NOW, Knife Edge gets in and its becomes UGLY for the consumer. By that I mean , I have sent Email 4 times for help , called Tower ( they SOLD it but pushed the problem back at me , and was given a NON 800 number ( free when buying , my dime to report a defective purchase ) to call now that I have problems. So , I held on the phone once for 22 minutes, next time 10 min and left my name and phone "so I tech could return my call". Called AGAIN in 2 hours and actually talked to a lady in customer service who took my phone number. I am still waiting for a call , but wont get one tonight........now the recorder tells me they are closed for the evening!

I have never had such a runaround and terrible communication and customer "service" problems with anyone in this hobby business like Im getting from KNIFE EDGE. If you have a problem and need to email or call them, I wish you luck. I hope I never have to deal with them again once this problem is resolved.
Just a little FYI heads up.

Lost customer
Bl

[Zelatio]

Why did you call Tower in the first place? Should have called KE directly, would have saved a lot of hassles. Lost customer? Doubt it. Once you go to the other sims and see how crappy they are and how bad they're customer service is you will run back begging G3.5 for forgiveness.

[opjose]

Yup... once it's arrived and opened, Tower merely hands it off to Realflight/KnifeEdge, who as you would see in this forum reading the threads, do a pretty GOOD job dealing with things.

[alienonaride]

Why did you call Tower in the first place? Should have called KE directly, would have saved a lot of hassles

Well I tried to call KE and never got off hold. Twice . And left my phone number when prompted to do so . Twice. I sent 4 emails. Still waiting for that call back..........

No offense intended and I have been a huge fan of G2 for years, G3.5 is even more than I expected. I got a bit steamed because the control arm on my Interlink broke ( thats ok , thats what warranty is for ) and was just hopeing for someone to issue me a RO for service repairs. Spending phone time and Email time with no results kinda left me a bit irritated. I hesitate to just send it back "blind" without first contacting them but, thats probably what I will have to do.
Yes , you guys are right , this is a terrific product and I would not like to be without it.

BL

[Zelatio]

Sounds like you calmed down a bit, which is always a good thing to do when dealing with any RC product. E-Mail isn't really a good thing for fast business dealing, phone is always a good method. Just keep calling, I'm sure eventually someone will be able to help.

[jeffpn]

It's been a long time since I've called KE. They did provide me with prompt, personal service, and were extremely knowledgeable. Try calling a gargantuan company, say, your DSL provider, or your PC manufacturer. Sure, it's probably a toll free number, but where is the person that is helping you? Can you understand them easily? Is he providing useful information? Is he plugging your problem into his computer, and reading whats kicked back out to him? I work for a phone company. I know how to fix a phone line. I kept getting my DSL dropped. When I called in, the assistant told me that my modem was too close to my monitor. Puh-leez!!! He suggested that there was electrical interference being generated by my monitor, and affecting the modem. Sounded technical. I knew that the issue on my phone line was what we in the business call bridge-tap. (That's the part of your phone line that goes past your house.) If it's too long, then you'll start having errors like that. At KE, anyone you talk to will know their stuff. That's what I remember.

[alienonaride]

Funny , I just picked up the phone, dialed KE and within minutes Alex took care of my problem , even answered questions I had before I asked him ;)

Gotta go now ( crow for dinner ) :D :D :D

Thanks Alex for world class service, I appreciate you.



sheepishly slips out of this thread hoping no one will see me :rolleyes:


Bill Alien
Gear UP

[opjose]

It's nice to hear that they sorted this out for you.