Is Horizon Hobby going out of business?

[Rusty]

Greetings,

Today I discovered that you cannot talk to Horizon on the phone.  I called both numbers and there is a recording saying to use the online chat and then it hangs up.

I went to the website and there is no online chat there. 

I don't see how this change is going to foster repeat customers.   

Is it possible they are going out of business?

[Dennis Nunes]

There is a "Contact" link on their website: https://www.horizonhobby.com/contact if that helps,

Dennis

[Dave_Trible]

I just ordered something from them on EBay on the 9th.  It arrived today.

Dave

[Rusty]

Yes, I used the contact link and emailed them.   I want to transfer a Spektrum DX8 G2 transmitter I bought at an estate sale.  I emailed a receipt from the widow and a picture of the serial number on the transmitter.  This has not accomplished things in the manner I am used to after dealing with Horizon for over 25 years.   

I don't see how a hobby company can do business without voice contact.   

I have done business with them recently when I sent in a AR400 RX to get a new antenna.  The service was good.  That has nothing to do with cutting voice communication in my opinion. 

[gene poremba]

 Last week i tried to contact customer support at Tower, Horizon Hobbies, and got the message everyone is getting. However i played along and did the "chat " thing and requested to have that person call me. They did in a few minutes and resolved my issue. ...Gene

[Mike Griffin]

I found this out not to long ago also.  Horizon/Tower will no longer talk to customers on the phone.  There are times when you NEED to talk to a real human being about something.  This is just one more nail in the coffin as far as I am concerned.  Are we going to cut out all human contact in business?  Sometimes I am glad I am at the age I am and will not be on the planet that much longer.  I feel for my grandkids and what they will have to endure in the future. 

Mike

[Ken Culbertson]

I found this out not to long ago also.  Horizon/Tower will no longer talk to customers on the phone.  There are times when you NEED to talk to a real human being about something.  This is just one more nail in the coffin as far as I am concerned.  Are we going to cut out all human contact in business?  Sometimes I am glad I am at the age I am and will not be on the planet that much longer.  I feel for my grandkids and what they will have to endure in the future. 

Mike

AMEN!  Trouble is that our grandkids are being brainwashed to avoid human contact.  The worm will turn but I doubt I will still be here to see it either.

Ken

[Dave Hull]

I wouldn't worry too much about the machine comms interface for today's kids. You can watch a dozen of them sitting together, and half of them are texting the other half who are sitting right next to them...!  They get along with it just fine. It's us old folks who can't seem to adapt....

The Divot

[Mike Griffin]

I wouldn't worry too much about the machine comms interface for today's kids. You can watch a dozen of them sitting together, and half of them are texting the other half who are sitting right next to them...!  They get along with it just fine. It's us old folks who can't seem to adapt....

The Divot

Yeah Dave, I know.  My Kids and grand kids want to text everything.  You know what i tell them?  You want to talk to me, pick up the phone and call me.  I do not text...
I have niece who was nearly killed in a car wreck because she was texting.  She suffered extreme brain damage and cannot take care of herself and has not been able to for years. 

Mike

[Rusty]

Gene.  I will try what you did.   The "virtual assistant" is not what I consider customer service, but I am going to do it.  Thanks

I guess this is the online version of Walmart, Home Depot, CVS and others making customers ring up their own merchandise so they don't have to pay employees to do it.   What I wondered today is am I covered by workman's comp since I am doing actual work there ringing up my own merchandise.

[Rusty]

Gene,  I used the virtual assistant and it did not work.   It is really ridiculous what you have to go through.  I got to the point where it said a customer support agent would appear.  A "John C" asked what did I need.   I asked to speak to customer support and the chat was closed out.  It then went back to the beginning. 

A friend told me Tower Hobbies is the same way now.    I am DONE with them.   NEVER will I buy anything from them. 

A complete disgrace. 

[Rusty]

I contacted BBB and hopefully they can get the transmitter transferred to my account.   We'll see.

[gene poremba]

Airmaster, sorry to hear about your experience. Unfortunately it seems like this is becoming the future....gene

[George Truett]

Try 877 504-0233. That came from gethuman.com, it says the wait is over 2 hours so good luck!

[Rusty]

I called that number yesterday at 1:05pm and 1:12pm,  All it had was the announcement to use live chat on the website and hung up. 

I hope BBB can resolve this. 

[Rusty]

I got this message from BBB that Horizon sent them.

"Horizon Hobby Technical support has transitioned to an (All Digital First) approach to our technical services. We have upgraded our systems in order to serve more customer in a timely matter. This can be achieved via email communications, online virtual chat assistance, or through our live chat. We are available Monday-Friday 8-5 CST."

The did deregister the transmitter and I registered it in my name. 

The message appears to say they are not doing voice communication anymore.

CASE CLOSED.   

[Ken Culbertson]

So another one bites the dust....

[dave siegler]

If every business that uses digital methods to handle customer service were "going out of business", every airline, software company, IT provider, and catalog store would be as well. 

Every try to talk to a person at Amazon, eBay, Netflix, an insurance company?

The cost of having an educated person sitting by the phone waiting for someone to call is over.   

The company is trying to control costs, and still be able to route the support request to the right person. 

If Horizon is going out of business, it's not because they use computer-based customer service.   

[Dennis Leonhardi]

... If Horizon is going out of business, it's not because they use computer-based customer service.

If you spend a day in a typical call center, you'll understand why it's so costly ...  I printed a form for health insurance yesterday; translation help is available for 66 languages.

Not to make fun of anyone, just a little humor -


Mujibar was trying to get a job in India.  The Personnel Manager said, "Mujibar, you have passed all the tests, except one.  It is a simple test of your English language skills.  Unless you pass it , you cannot qualify for this job."
Mujibar said, "I am ready."
The manager said, "You must make a sentence using the words Yellow, Pink, and Green."
Mujibar thought for a few minutes and said, "Mister manager, I am ready."
The manager said, "Go ahead."
Mujibar said, "The telephone goes Green, Green, and I Pink it up, and say, Yellow, this is Mujibar."

Mujibar now works at a call center.  No doubt you have spoken to him.  I know I have.

 

[Rusty]

Dave,

YES, I have talked to Amazon; just 2 weeks ago when they sent cod liver oil instead of Carlson's lemon flavored fish oil.  YES, I talked to my insurance company, both home owners and health insurance within the last month.   

Have you explored Horizon Hobbies review scores?  They are between 1 and 2 at several review sites.   The vast majority of the reviews are complaints about poor customer service.   In fact many stated they will not buy from Horizon because they ended voice communication.   For me, I am not buying another Spektrum product.   I am going all Futaba.   They have a phone and they answer it.   I have 3 Futaba computer radios already.   The Futaba receivers are a bit more expensive than Spektrum.   

So Dave you think it is the same discussing purchasing something and getting technical help programming a computer transmitter / telemetry / GPS / FPV?   

Best Regards 

[Mike Griffin]

The following is an e mail from Horizon Hobby in regard to an email I sent them about customer service.  My reply to him is included:

HH Customer Support customersupport@horizonhobby.com via gjvezlfwzad7l6.6g-23inqeaa.na138.bnc.salesforce.com
8:04 PM (30 minutes ago)
to me

Hi Michael,

We shut our inbound phone lines down last July but we do honor call back requests. We found that we can help about 5 times as many people doing commutating through email and chat.
If you would like a call back I can assist with that. Please reply back with a brief description of what your needing help with and I'll route your request to the right department.

Best Regards
Sam R.
Customer Support
T-F 9:30am-3pm, 6:30pm-9pm Central
Sat- 10am-7pm Central

ref:_00D6g23inq._5004V1EMVrN:ref

HH Customer Support (customersupport@horizonhobby.com)
Thank you for the reply Sam, but I will not do business with anyone or any company that makes it impossible for me to pick up the phone and initiate the call. 

Good luck with this and I hope it works for you.  I dropped Amazon Prime for this very reason and the fact it is a crapshoot if I am going to get my merchandise when they say I will.

Regards,
Mike Griffin

[Dennis Leonhardi]

The following is an e mail from Horizon Hobby in regard to an email I sent them about customer service.  My reply to him is included:

HH Customer Support customersupport@horizonhobby.com via gjvezlfwzad7l6.6g-23inqeaa.na138.bnc.salesforce.com
8:04 PM (30 minutes ago)
to me

Hi Michael,

We shut our inbound phone lines down last July but we do honor call back requests. We found that we can help about 5 times as many people doing commutating through email and chat.
If you would like a call back I can assist with that. Please reply back with a brief description of what your needing help with and I'll route your request to the right department.

Best Regards
Sam R.
Customer Support
T-F 9:30am-3pm, 6:30pm-9pm Central
Sat- 10am-7pm Central

ref:_00D6g23inq._5004V1EMVrN:ref

HH Customer Support (customersupport@horizonhobby.com)
Thank you for the reply Sam, but I will not do business with anyone or any company that makes it impossible for me to pick up the phone and initiate the call. 

Good luck with this and I hope it works for you.  I dropped Amazon Prime for this very reason and the fact it is a crapshoot if I am going to get my merchandise when they say I will.

Regards,
Mike Griffin

Meaning no disrespect Mike, my wife and I were on the phone with Amazon less than 3 hours ago.  They followed up by sending an email with contact info for several departments.

It's been awhile since I contacted Tower Hobbies for help, but I started with an email and they followed up by phone - and sent parts No Charge for something not even purchased from them.

My wife has done customer service call center work for more than 20 years, as did I for about 6 months.  In my opinion - worth less than 2 cents - I should be able to reach my doctor or insurance agent by phone fairly easily, but major "distributors" like Horizon Hobby or Tower Hobbies would be crazy to incur the cost entailed to provide that same level of response.  And I say that as an accountant and consultant with many years of service ...

[Rusty]

Mike,  A HH employee called regarding my BBB complaint.   I told her I  requested an agent call me back and the chat session was terminated by the employee.   

I agree with you.   I will use amain hobby if I absolutely need something HH sells.  They have good service.   

[gene poremba]

 I realize the issues everyone is having trying to talk with a real person at Tower/Horizon these days, but they are having a big 2 day sale on engines going on right now. I bought an OS 62V four stroke engine for $160 off, and then they gave me 4 times the price in bonus points. After they posted the points to my account, i went back in and bought an OS 46AXII that they have listed as $80 off plus my $25 off in bonus points from the previous purchase, i ended up getting it for $85. Then after the
 4X bonus points were posted from that purchase I went back in and bought an OS 15 LA engine they have listed for $40 off. I used my bonus points from the previous engine purchase to get it Knocked down to $69. Not sure whats going on there, but I just had to strike while the iron was hot. Now as long as i dont have to talk to anyone!......Gene

[Dennis Leonhardi]

And that's how they are able to sell on much smaller margins than the local hobby shop.  I've never known anyone to start a business with the goal of losing money; your own mileage may vary ...

 

[Rusty]

I went to McDonald's with a coupon and bought a Egg McMuffin and they gave me another one for free. 

[Allen Eshleman]

It seems to me that we are just going to have to adjust to this kind of customer service.  I don't like it and I complain often.  However, if I really want something, I will go through the hoops.

[Mike Griffin]

I am close to 75 years old and spent 40 years in sales and management in the manufacturing, wholesale and retail segments of the building materials industry.  What I see today, in general, is a decay in work ethic and customer service.  Horizon and Tower are not unique in this respect, they are just a small player in the total  mess that has been created.

Mike

[Dan McEntee]

I am close to 75 years old and spent 40 years in sales and management in the manufacturing, wholesale and retail segments of the building materials industry.  What I see today, in general, is a decay in work ethic and customer service.  Horizon and Tower are not unique in this respect, they are just a small player in the total  mess that has been created.

Mike

    This is the biggest problem with the USPS, and a big piece of the puzzle in overall customer service, getting the stuff that you bought on line! The post office motto used to be the  "Rain, nor sleet, nor snow nor gloom of night" thing, and now it's "We just don't give a damn! Gimme my pension and let me outta here." I can't mail a simple check to pay a bill two weeks before it's due and have ANY faith that it's going to get there in time. It NEVER used to be this way. And that is rampant in other areas and doubles the frustration.
   Type at you later,
   Dan McEntee

[Wayne Collier]

There are times that I prefer online chat. Partly because I don’t always understand what is said over the phone. Other times I really want the phone conversation because it can cover more information quickly.

In either case, the key is communicating with a knowledgeable representative that understands the situation and can do something about it.

[Mike Griffin]

    This is the biggest problem with the USPS, and a big piece of the puzzle in overall customer service, getting the stuff that you bought on line! The post office motto used to be the  "Rain, nor sleet, nor snow nor gloom of night" thing, and now it's "We just don't give a damn! Gimme my pension and let me outta here." I can't mail a simple check to pay a bill two weeks before it's due and have ANY faith that it's going to get there in time. It NEVER used to be this way. And that is rampant in other areas and doubles the frustration.
   Type at you later,
   Dan McEntee

All I can add to this Dan is....AMEN

[Ken Culbertson]

All I can add to this Dan is....AMEN

I give my customers a 5% discount if they DO NOT use the post office.  We get our mail when they feel like it.  Sometimes once a week.

Ken

[Tim Wescott]

...   I will use amain hobby if I absolutely need something HH sells.  They have good service.

I like A-main hobbies, for that very reason.

[Dan McEntee]

I give my customers a 5% discount if they DO NOT use the post office.  We get our mail when they feel like it.  Sometimes once a week.

Ken

   Any mail from my zip code that goes toward the west coast is a crap shoot. St. Louis to the Phoenix area is sometimes 2 weeks !! The Pony Express was faster! I resorted to hand delivering my insurance payment directly to some one at the local office of the agency. I do pay some bills on line now, but refuse as many requests for automatic payment as I can. I don't want anyone in my bank account but me, even though the Government keeps trying to interfere with my personal business.
  Type at you later,
  Dan McEntee 

[john e. holliday]

 I too have gone to paying bills on line.   One business I do business with won't go to on bill paying and its a local company.  And it takes almost two weeks to clear the bank.

[Dennis Leonhardi]

For those of you here expressing frustration with phone service, a walk on the lighter side ...

[Ken Culbertson]

For those of you here expressing frustration with phone service, a walk on the lighter side ...

[dave siegler]

IDK, debating the merits of computer based technical support

via a digital on-line forum. 

Ironic?