Novak, worst customer service yet!!!

[nitrorulz]

Here it is: Got the BL 5800 system last year, put it in my Stampede geared stock at 18/87 and 7cell Ballistic GP 3300's! Loved it! Unbelieveable power, endless wheelie's and ran just warm, not hott!

I ordered the exact same set up again 2 weeks ago for another Stampede, but it Thermal's at the end of the pack! It does this on 3300 6cells, not even 7cells! I cut the whole windshield out yesterday, and dropped a tooth to a 17 pinion, but still thermal'd at the end of the pack! Now at 18/87 gearing you can't keep the frontend on the ground, so now at 17/87 its ridiculous!

I called this morning after reading about all Novak's great Customer service, but it wasn't great for me!!! I had called last week and told of the problem and was told then, "Something isn't right, it shouldn't be thermal'ing at 18/87 gearing and just 6 cells, so send it in" Well I told them, no I want to try to lower the gearing and cut out the windshield for maximum cooling first, then if it still acts up, I'll send it in!

Well it still thermal's, and the esc is cool, not even warm when it happens! The motor is very warm, but not scolding hott! I call today to say the things didn't fix the problem, but Charlie tells me now, its over geared! He won't even hardly let me speak, so I speak up some, and then he asked if I was upset with him and why was I yelling! I was nowhere even close to yelling. My wife was right beside me, and said she could hear every word he was saying and could tell he wouldn't let me talk to explain the problem!

He then tells me I'm over-geared at 17/87, but last week I was fine at 18/87! If I gear this thing even at 15/87, you will not even be able to drive it! YOu can't keep the frontend down now! I mean last's was 18/87 and 7cell 3300's, but this one at 17/87 and only 6cell 3300's. All the problems they have been having too, but my problem isn't important enough for me to be told to send it in for a look!!!! I tell you also, last year when this system first came out and all the doubter's about it, I was defending it daily, saying that Novak had the ideal system, and that it was exactly as promised! I recommended it to sooo many people too, and I'm still not upset at the problem with this one, just how its being dealt with!

[jocktheglide]

dont feel bad I need to talk to charlie myself I liked the first system so much I bought the same system SS5800 and for some odd reason the 2nd system went up in flames with 7 cell GP3300 and my first one glitched. I will be talking to charlie for sure and I ran a triple XXX t and geared what they wanted to. So far in the past my relationship with novak has been very good with chargers and what not.

[Serius Black]

Originally posted by nitrorulz


** FIRST, YOU MAKE THIS STATEMENT:

I had called last week and told of the problem and was told then, "Something isn't right, it shouldn't be thermal'ing at 18/87 gearing and just 6 cells, so send it in" Well I told them, no I want to try to lower the gearing and cut out the windshield for maximum cooling first, then if it still acts up, I'll send it in!


** THEN, YOU MAKE THIS STATEMENT:

All the problems they have been having too, but my problem isn't important enough for me to be told to send it in for a look!!!! I recommended it to sooo many people too, and I'm still not upset at the problem with this one, just how its being dealt with!

First, you say that Novak wanted you to send it in to get it checked out. Then you complain that they act like your problem isn't important enough for them to ask you to send it in. So, which is it?
Every manufacturer will have problems, Novak is no exception. Charlie is one of the best customer service guys in the business, your one of a very small number of folks who have been dissatisfied with his service. I'd advise you to give him another chance, and send the thing in for a diagnosis. If there truly is a problem with the unit, they'll fix it. If there's nothing wrong with it, than you're one step closer to figuring out the real cause. Being that you're driving a Stampede, I assume that you may be new to the hobby (I may be wrong - I've been in the hobby for over 20 years and still wouldn't mind having a Stampede). Does the truck coast smoothly when you're off power? If there's any binding, it may cause higher amp draw as the pack dies, creating a situation that'll cause the ESC to shut down.
I'm not trying to be a jerk here, but I'm not blindly defending Novak, either. I've got a couple of Millenium Pro chargers, several XXL's, three Cyclones, a GT7, and a few other items that I've never had any manufacturing issues with (not to say I haven't screwed some of them up. I've also got the SS system, which, like your first one, performs flawlessly. I've had a bunch of other Novak stuff over the years, and couldn't be happier.

[nitrorulz]

"First, you say that Novak wanted you to send it in to get it checked out. Then you complain that they act like your problem isn't important enough for them to ask you to send it in. So, which is it? "

Serius Black, You need to read!

Thats my point! Last week within 1 minute of telling about the problem, he said right off to send it back! I was just calling to get an idea of what I could do different, but with out even hearing the whole story, its send it in. No, I didn't want to send it back right off, I wanted to try a few things, but wanted some idea's of what maybe I could do.
Now i've tried a few things and to no avail! Now, the story has changed on thier end, not mine! Now its, no, don't send it in!!

First r/c?, I think not! I'm 43, and have been in the hobby 26 years, no I'm not an expert, but I don't have a problem keeping my Nitro's or electric running!

Jocktheglide, I agree! I loved my system I got last year when they were first released! I could run my 7cell Ballistics and gear it stock, and never a thermal, but now, it thermal's at least 5 times on a 6cell! I've read here and lots of other places that the new SS's thermal way too much, and was even told by Charlie that they changed them to thermal sooner now for protection, but this is rediculous!

[jocktheglide]

I aint gonna lie im pretty new to the hobby I think 2 years now and waited for a full year until finally novak released a brushless system cause I knew they were reliable and still are I just think I got a bad batch or something. I got rid of my triple XXX after running the systems in there. Overall a great system I think the most reliable of all brushless systems of equal specs.

[nitrorulz]

Yeah, I agree! I think the Novak is a great system, I just think maybe a few have slipped out that aren't quite up to spec's! Like i said, my first one was when they were first released last spring, and mine was flawless, but this one I think is defective! I wasn't impressed with the way I got treated on the phone today, maybe it was because it was first thing Monday morning!

I've had tons of their products over the years, and haven't really even had a defect from them before. I keep buying their stuff, but might think twice in the future depending on how they handle this item. I'm gonna try to work with it some more, but if it keeps acting up, they will be taking care of it, it was hard earned money that bought it!!

[Serius Black]

So, given your experience, why did you not send the system in the first time they asked you to? You'd run the SS in a prior Stampede, so you knew how to set it up. You knew what gearing worked. And you know how the truck is supposed to feel. Given that you had a "control subject", there'd be no question that it needed to be sent back. Unless the controller wasn't set properly when you installed it, nothing has changed. It sounds like you must have a defective product.
I did read your post, brutha, and read it over again just to make sure that I wasn't reading it incorrectly. The way it's worded, I guess I took it the wrong way. No big deal. Not trying to start a forum feud, just trying to help straighten the situation out.
The Stampede must be a ton of fun with the SS installed. I may have to try it out.

[gizmoguy303]

I'd send it in. Chances are they'll send you a new system right away. It would be very hard for Novak to attempt to diagnose the problem over the phone.

If you told the Novak rep over the phone all the details you have shared with us here in this thread, then it's no wonder he told you to send it in. Obviously, something is not right. You said it yourself that you think it's defective. Is there something wrong with sending it in, only to receive a brand new sealed system a week later? I don't understand why you are so upset.

[nitrorulz]

Originally posted by gizmoguy303
I'd send it in. Chances are they'll send you a new system right away. It would be very hard for Novak to attempt to diagnose the problem over the phone.

If you told the Novak rep over the phone all the details you have shared with us here in this thread, then it's no wonder he told you to send it in. Obviously, something is not right. You said it yourself that you think it's defective. Is there something wrong with sending it in, only to receive a brand new sealed system a week later? I don't understand why you are so upset.

PLease, PLease, PLease read!!!! He told me this last Monday when I called, NOT to send it back, its fine!!!! He said it is over-geared at 17/87, 6cells, but my other is geared 18/87, 7cells, no thermal'ing! Thats the complaint! It is defective, but he is saying its not, that its geared wrong! Its geared lower than my other one, and only running 6cells also, so why does it thermal, but the higher geared one doesn't with more cells!

I want to send it back now that cut out the windshield trying to get more air to it, plus I regeared. Thats why last week I didn't send it back! I called him to get a few idea's of what to try first, then if it didn't fix, then send it back! He said fine, but NOW this week, its don't send it back, its geared wrong!

[jocktheglide]

I dont understand why you guys think he is upset??? I read his posts fine I dont sense any anger from it. I think you guys are defending novak whole heartely over nitro here he was stating a problem he had with novak (product) that is all. I sent mine in (2) of them last week also. Does charlie respond to his email??? I sent him a PM from here to his email.

[GWF]

Nitrorulz - why don't you just send it back. If they simply take care of the problem then the problem is over. Who knows if the novak rep simpy misunderstood or you did.

I don't know charlie, but from the vast history he has on the boards, I doubt he suddenly changed from a fairly patient man, to a cheat. I just doesn't seem in his character to me.

Just send the unit back and see if they treat you fairly.

GWF

[nitrorulz]

Hey thanks Jock for the vote of confidence!
Yeah GWF, I think thats exactly what I'm gonna do! I wrote a letter today and had my wife type it out nice and neat simply stating whats happened up till now. I'll just send it back without calling again.

When I do, I hope they make it right, because like I said, I've been into this great hobby 26 years now, so thats been a ton of Novak products purchased just for my stuff. Thats why I keep going back to Novak, because of their great products! Heck, i'm not mad if this System is defective, it can happen!

[gizmoguy303]

Originally posted by nitrorulz
PLease, PLease, PLease read!!!! He told me this last Monday when I called, NOT to send it back, its fine!!!! He said it is over-geared at 17/87, 6cells, but my other is geared 18/87, 7cells, no thermal'ing! Thats the complaint! It is defective, but he is saying its not, that its geared wrong! Its geared lower than my other one, and only running 6cells also, so why does it thermal, but the higher geared one doesn't with more cells!

I want to send it back now that cut out the windshield trying to get more air to it, plus I regeared. Thats why last week I didn't send it back! I called him to get a few idea's of what to try first, then if it didn't fix, then send it back! He said fine, but NOW this week, its don't send it back, its geared wrong!


I'm not trying to start a flame war here, so please don't be offended, but I did read your post, and I read this:

...I had called last week and told of the problem and was told then, "Something isn't right, it shouldn't be thermal'ing at 18/87 gearing and just 6 cells, so send it in" Well I told them, no I want to try to lower the gearing and cut out the windshield...

You said right there that they wanted you to send it in. I'm sorry if I assumed that's actually what you meant - I may be missing something else that you said. :confused: :rolleyes:


Jock, I'm sorry. Again, I am assuming. When someone uses exclamation points at the end of nearly every sentence, I sense a hint of stress. Webster's:
"a mark ! used especially after an interjection or exclamation to indicate forceful utterance or strong feeling"

:p


Please don't take me seriously guys. I hope you get your Novak system going strong again, Nitro. I recently bought one myself and am very pleased with it. Knock on wood. :D

[nitrorulz]

[QUOTE]Originally posted by gizmoguy303
[B]I'm not trying to start a flame war here, so please don't be offended, but I did read your post, and I read this:



You said right there that they wanted you to send it in. I'm sorry if I assumed that's actually what you meant - I may be missing something else that you said. :confused: :rolleyes:




Yes you are missing something else! As I've said in this post to many times to count now, READ!
I want to try and lower the ratio, I want to cut out the windshield and lower the temps! Again, thats why I called the first time, NOT to just send it in, BUT to get and idea or two of some idea's to try!!! Remember, I said he said, "something isn't right" well I thought maybe it could be the gearing, maybe it could be not enough air to the ESC unit!

Those two things didn't help, so I think a company would be happy you tried a few things before just giving up and sending it in!! NOW I want to send it in after trying the things that should have fixed the problem, but NOW they don't want me too.

Not trying to start a flame either, but what the crap is so hard to understand about this???

[Signats]

Originally posted by gizmoguy303

When someone uses exclamation points at the end of nearly every sentence, I sense a hint of stress.



Seeing, 27(!) exclamation points in one post leaves me with the perception of excitement, frustration, and impatience, and I can relate to how not getting to have fun with a new and expensive toy will do all of those things to a guy.

nitrorulz,
I have had sort of the same experience with Charlie, he will give advice on things to try in a very direct and efficient manner, and if the things he recomends don't work then he will ask you to send it in so he can look at it. He gives the impression that he dosen't like to speculate, brainstorm, or have long "what if" sessions about what might be causing the problem(s) and he may become rather abrupt and quickly advise that you "send it in", based upon his vast ammount of experience in dealing with these types of problems.
Trouble-shooting electronic devices over the phone is not easy, especially when there are a million an one operator induced things, besides having a faulty system that could be causing the symptoms.

Naming a Thread " Novak, worst customer service yet!!!" is IMHO a little pre-mature considering the inital post is based on a couple of phone calls, where things didn't go the way you wanted them to.
I have no-doubt, what so ever, that Charlie will make thing right as far as your system is concerned. I don't feel that this thread accurately reflects the SUPERIOR level of Customer Service that Novak provides when you purchase any their products.

Hang in there buddy, they will make things right, on that, you can count.

Heck, you don't even have to call Novak at all, just download the Warrenty form pdf. file from the Novak web site and fill it out, if there is an issue or question about warrenty coverage Charlie will call you.

Good luck in getting your system fixed, one thing I am sure about is that Charlie will treat you fairly whatever the problem might be.

Signats