novak unimpressed

[dean76]

:( got a dead gtb system very unimpressed only brought it 12 weeks ago and all it does now when you hit the gas is twitch flash and get hot fast not good brought it as someone recommended novak to me as good products and service how he was wrong i brought it from us and im now in uk service seems non exsistant can anyone help ive tried email novak and due to filtering on their server my messages dont get through great service not

[TimisTim]

As with any electronics of this nature there is going to be some problems. Whether they are from user error or faulty craftsmanship we on the board will never know. Just because you are having problems with your system does not mean Novak's products aren't "good", and you have to bad mouth them on an open forum.

They in fact have excellent customer service and there are plenty of people here who will say the same (even CharlieS will agree, however biased he may be ;) ). Have you tried to mail here...

tech@teamnovak.com

I have mailed them before and have had no problems with servicing. Im sure if you exercise a little patience things will work themselves out. By the way twelve weeks isn't bad, I had a $280 UF75 go out on me in about ten seconds once. It took two months to get it back from Germany!

P.S. Try to use some punctuation, it makes it very hard to read when it is one long run-on sentence.

[dean76]

[many thanks for your reply and happy xmas to you.
im a complete newbie to this electronics stuff,i used to race in 87 an optima mid turbo, i drove em and my dad fixed em,so the wrenching is all new frustrating and hard work to me,so sorry for bad mouthing novak and being grumpy,i dont have much patience at the best of times.
there products are probably good 99 percent of the time, its just unlucky my first experience of their products is bad. hope the punctuations better this computer stuff is all new to me too happy xmas all

[chilledoutuk]

I you have only had the esc for 12 weeks consider contacting either the modelshop or cml disribution assuming you bought it in the uk.

[chilledoutuk]

also if cml or the modelshop dont sort you out then quote them "sale of goods" act.

http://www.dti.gov.uk/ccp/topics1/facts/salegoodsact.htm

[Rtsbasic]

Chilledoutuk, in his first message he said "i brought it from us and im now in uk", so CML won't be able to do anything for him technically. He could phone them up and blag off he brought it via them and get a replacement from them though, they don't normally ask for proof of purchase.

[GordonFreeman]

My first GTB went bad after a pack. Novak was awesome in service and My second one is running great. Sorry for your bad luck in the UK, but it is the holidays and I'm sure Charlie/Novak will get to you.

[CharlieS]

I check the Tech Emails, the Customer Service Manager gets the CS Emails.

If they don't go through usually emailing me direct solves the problem charlie@teamnovak.com.

Thanks

[schenck77]

Charlies,
I sent my motor (6.5) in about two weeks ago. The sensor wire got messed up. Would you know if it has been sent back out yet? Its under the name of Thomas Schenck.

thanks

[1822]

Has it crossed any of your minds to contact Novak directly for these issues? I can't ever imagine leaving a note on a forum to get a customer service response from a company that has NOTHING TO DO WITH THE FORUM. Please remove your heads from your asses and realize that they'll probably stop coming here to give us advice if you keep posting customer service issues here. Why? The one way for them to solve that is to stop coming to these forums. Get it?! Exercise that crap between your ears once in a while... please. :rolleyes: Sorry Charlie (no pun intended), it just gets me fired up when I see a CS question on a FORUM!!! ;)

[ElectricThunder]

Has it crossed any of your minds to contact Novak directly for these issues? I can't ever imagine leaving a note on a forum to get a customer service response from a company that has NOTHING TO DO WITH THE FORUM. Please remove your heads from your asses and realize that they'll probably stop coming here to give us advice if you keep posting customer service issues here. Why? The one way for them to solve that is to stop coming to these forums. Get it?! Exercise that crap between your ears once in a while... please. :rolleyes: Sorry Charlie (no pun intended), it just gets me fired up when I see a CS question on a FORUM!!! ;)
Some people can't get through via email (if they live overseas like dean76) because of a filter. I also doubt Novak (specifically Charlie) will stop visiting our forum. It's in their best interest to be on here. This is a great way to get feedback from customers, and also contributes to their reputation by having a representative of the company on the forum, for if and when people do need help, and is just simply another part of their great customer service. Granted, people should make a call to CS if they can't get through by email, but it doesn't hurt to create a thread either. :)

[1822]

I respectfully disagree. If I were in faced with the choice of having customers continually post customer service issues on a public forum just because I visit there, or to stop visiting the forum to get people to contact you through the proper channels, I would probably choose the latter.

I spend enough time in my LHS helping out with all kinds of problems that customers insist is a product defect, only to find out that the customer often caused the problem (way more than half the time). I don't have anything to gain or lose in this... its usually between the customer and manufacturer... I'm just there to help solve the problem. If the same scenario were played out over and over again on a public forum, It might unfairly taint the reputation of a good product because the nature of the problem is not always clear, and not always a defect. If everyone came back to the forum and sang the praises of said company (Novak in this case) when they made everything right, then I wouldn't feel this way, but there doesn't seem to be as much enthusiasm for giving manufacturers praise when they earn it. There just seems to be more of an appetite to call them out in public when things aren't going their way. Damn it Charlie why aren't you guys answering emails over the Christmas Holiday?! ;) Shame on you. ;) ;)

[ElectricThunder]

I understand where you're coming from, and you're right in that some people receive a product, and perhaps wire it up wrong or don't read the directions, they automatically claim it's defective. And yeah, some people don't use such great wording, and end up trashing the company, which is idiotic on their part if they haven't tried contacting said company in the first place about it being defective/broken/what have you.

However, I think it's fine for a person to post a thread saying they're having a problem with a product, as long as it's done in a respectful manner. People do it all the time without slamming the company, which is great. And sometimes, say Charlie (just as an example, not gonna drag him into anything:)) answers one of the problems, and the person ends up fixing it on their own, it just saved both them and Novak some time and shipping costs, not to mention if the unit were to be replaced, which would be more money for either the customer or Novak, depending on if it was under warranty or not.

Of course, sometimes you have the n00bs (:D) who will post a thread bashing a company because they broke something and are frustrated. On the whole though, people posting a CS issue on a public forum where they know a representative visits can work to both parties' advantages. It can also be messy though in terms of slandering and bashing a product too.

But, I do agree with you that posting something that's just ranting and raving about how crappy the product or company is without even trying to contact them first is just stupid, especially if they're the ones who messed it up in the first place, and it wasn't a defective unit.

BTW, I pointed out the Christmas thing in the new products forum under the GTB thread to dean76. I'd certainly hate to have to answer emails on Christmas too! :eek:

[BobNovak]

I understand where you're coming from, and you're right in that some people receive a product, and perhaps wire it up wrong or don't read the directions, they automatically claim it's defective. And yeah, some people don't use such great wording, and end up trashing the company, which is idiotic on their part if they haven't tried contacting said company in the first place about it being defective/broken/what have you.

However, I think it's fine for a person to post a thread saying they're having a problem with a product, as long as it's done in a respectful manner. People do it all the time without slamming the company, which is great. And sometimes, say Charlie (just as an example, not gonna drag him into anything:)) answers one of the problems, and the person ends up fixing it on their own, it just saved both them and Novak some time and shipping costs, not to mention if the unit were to be replaced, which would be more money for either the customer or Novak, depending on if it was under warranty or not.

Of course, sometimes you have the n00bs (:D) who will post a thread bashing a company because they broke something and are frustrated. On the whole though, people posting a CS issue on a public forum where they know a representative visits can work to both parties' advantages. It can also be messy though in terms of slandering and bashing a product too.

But, I do agree with you that posting something that's just ranting and raving about how crappy the product or company is without even trying to contact them first is just stupid, especially if they're the ones who messed it up in the first place, and it wasn't a defective unit.

BTW, I pointed out the Christmas thing in the new products forum under the GTB thread to dean76. I'd certainly hate to have to answer emails on Christmas too! :eek:
I was just about ready to go home and get ready to go to Scotty's race next week when I got on this site. We do not mind (Charlie, Steve or myself) answering questions on these threads but don't get mad if we don't answer ASAP. It is very time consuming to monitor all the chat lines that are out there and then get an answer out quickly. We always answer e-mails and phone calls first, so this is the best way to handle a problem quickly. We are all modelers and when something breaks or blows up we all get frustated. Novak trys to resolve the problems as best we can. Anyway I hope everbody out there had a nice Christmas and Santa left you everthing you wished for.
Happy New Year to all.
Bob Novak

[semore]

Bob you are 100% right. If you have a issue with a company you need to address them in a other medai other then a forum. A forum is great for sharing info and how to's but for real issues you need to deal directly with the company for that iteam.

I have been working with Charlie with my new GTB. And its been great customer service. Real fast and he has never talked down to me or treated me like I was idiot. I only wish that the other companies would have customer service like Novak.

In closing I have been a Novak customer for years and plan on beinig for years to come.

[Jhyten]

I have had TWO!!!! GTB 5.5s go up in smoke. Its absolutely amazing how so many of these this is happening to. Its very sad to spend $250 for this and have this happen to you. The only thing i can say is that NOVAKS customer service is absolutely amazing. Thats the only reason i bought a second one. now i am trying to get advice on a different system that is more reliable! Please any suggestions?

[dean76]

i brought my novak gtb from pchobbies so having tried to email novak directly from uk,with no success i got pc hobbies (california usa) to take it back and the have sent it in to novak for me so lets hope its gets back soon as its been away since november!,anyhow i just like to say sorry if any of you felt i was slating novak,i wasnt just unhappy that my first purchase from them went pop.hope they get it fixed soon and back to pc hobbies,as it is an awsome system when working and would definatly buy novak products again if this all works out well. happy new year to all. dean hateley

[Raster]

I was just about ready to go home and get ready to go to Scotty's race next week when I got on this site. We do not mind (Charlie, Steve or myself) answering questions on these threads but don't get mad if we don't answer ASAP. It is very time consuming to monitor all the chat lines that are out there and then get an answer out quickly. We always answer e-mails and phone calls first, so this is the best way to handle a problem quickly. We are all modelers and when something breaks or blows up we all get frustated. Novak trys to resolve the problems as best we can. Anyway I hope everbody out there had a nice Christmas and Santa left you everthing you wished for.
Happy New Year to all.
Bob Novak


This is superb customer service.

dean76 - it can take a month for mail to make it over to the UK. Also remember Christmas and New Years delay mail, as well as many companies being closed for a week or so. It will come.

[CharlieS]

I've said it before, and I'm sure I'll say it again, I love the Internet. :)

Charlie@teamnovak.com
Tech@teamnovak.com
CS@teamnovak.com

[dean76]

please help charlie, i tried emailing you direct as you said to but again due to filtering rules on your server i couldnt get through tried all email address same problem. pacific coast hobbies had my gtb 6.5 back approx 3 jan they said they have sent it in to you for repair. any news on it have you recieved it i asked pc hobbies what the status of it is and they said "what gtb " kind of worring dont you think.please help as i paid a lot of money for it and i only used it a handful of times maybe they havnt sent it to you they told me they had last week but when i asked about it today i got "what gtb" as said earlier,maybe you could contact them for me to try to resolve this problem or if you have it let me know thanks dean hateley

[semore]

dean76-Here is a ooption you can do to email Charlie. Email thru this site. Here is the link to email Charlie. http://forums.radiocontrolzone.com/sendmessage.php?do=mailmember&u=7033

You may also sing up with yahoo free email. They dont have any kind fillering and either way yahoo works it is what I use to email Novak.
http://edit.yahoo.com/config/eval_register?.intl=us&new=1&.done=http%3A//mail.yahoo.com&.src=ym&.v=0&.u=26kcm611ua0pi&partner=&.p=&promo=&.last=

Best of luck Semore

[semore]

I just tried the links and they both work fine.

[dean76]

thanx dude i just sent message thru forum like u said link worked fine many thanks ,lets hope novak help me out as my gtb has been away too long, what cars u race dude i run 1;10 electric offroad cat 3000

[semore]

I run AE 1/10 scale off road. T4 & B4. I also have a TC4 all Factory team. The GTB would be my 2nd brushless from Novak. I have a the SS+ 5800, I have always unsed Novak ESC and never had a issue before the GTB. But Novak has been great working with me making this right.
Oh just let you know Charlie might not be back untill Tue. He saiid in one of the emails that they where closed Fri. I dont recall if they where going to be back on Monday or not.

[CharlieS]

Replied to your email. And Spoke to PCH hobbies today. They called about a Tech Question, he say's they just received your system.

Should have sent it to us directly.