Retailer asking Manufacturer to establish Fault

baza52

what is wrong with it?

Koagul8or

wealdroam wrote: »

...But these r/c helicopters are incredibly easy to damage by misuse....

Yeah I agree and I understand the shop's predicament. I foresee trouble ahead! Which I guess is why I posted in the first place.

Koagul8or

baza52 wrote: »

what is wrong with it?

It's one of these (as a newbie I can't post links so search for ar drone parrot) and it's a bit different from other helicopters since it is self-stabilising.

What is supposed to happen is your press the take-off button on your iPhone and it rises up about six feet and hovers, waiting for you to start controlling it.

On the very first flight, I pressed take-off, it raised about 12 inches and then went shooting off forwards and to the right and smashed into a table.

At this point I noticed that the outer-protector (for flying indoors) had cracked. I doubt it arrived like that and was almost certainly due to the crash. A bit annoying but that particular part is kind of expected to crack at some point and is easily fixed with a piece of tape.

The guy in the shop told me that the taped up crack would have no effect on the helicopter's stability so there should be no problem there.

I went on line checked all the support material and there did not seem to be anything that I was doing wrong.

However, all future attempts (approx ten) had the same result; on take off, it would start to take off and then go forwards and to the right.

Rex_Mundi

Koagul8or wrote: »

What is supposed to happen is your press the take-off button on your iPhone and it rises up about six feet and hovers, waiting for you to start controlling it.

On the very first flight, I pressed take-off, it raised about 12 inches and then went shooting off forwards and to the right and smashed into a table.

At this point I noticed that the outer-protector (for flying indoors) had cracked. I doubt it arrived like that and was almost certainly due to the crash. A bit annoying but that particular part is kind of expected to crack at some point and is easily fixed with a piece of tape.

The guy in the shop told me that the taped up crack would have no effect on the helicopter's stability so there should be no problem there.

I went on line checked all the support material and there did not seem to be anything that I was doing wrong.

However, all future attempts (approx ten) had the same result; on take off, it would start to take off and then go forwards and to the right.

So it flew the first time untill you crashed it. You took it back to the shop cracked.

I think they have got every right to test it. If I had a shop that sold this item and you returned it after two days in the same circumstances. My first thought would be that you damaged the product. I would insist on a report from the manufacturers as well.

You need to hope they find a fault with this. If they don't, it will look like you broke it.

Koagul8or

Rex_Mundi wrote: »

So it flew the first time until you crashed it. You took it back to the shop cracked.

I don't fully agree with that. When you switch it on it is supposed to hover until you touch the controls. I switched it on and it flew forwards and to the right on its own until it crashed.

I am saying that it arrived with a fault that caused it to behave incorrectly which caused it to crash. All I did was switch it on. I didn't fly it as such.

It crashed itself when I switched it on for the first time.

Rex_Mundi wrote: »

I think they have got every right to test it. If I had a shop that sold this item and you returned it after two days in the same circumstances.

I fully agree. I was surprised that they didn't test it in the shop. I've worked in shops before and we would always test items returned as faulty.

In fact I took to the shop specifically for them to test and to confirm my suspicions.

Rex_Mundi wrote: »

My first thought would be that you damaged the product. I would insist on a report from the manufacturers as well.

To be fair, I would probably be thinking the same thing. When I took it into the shop the first thing the technician said to me (in a joking manner) was "What have you done to it?"

As for insisting on a report from the manufacturer, I suppose that makes sense but I think if a shop sells something, they should have the expertise in-house to make a call on whether that item is faulty or not. I've never come across this situation before.

Rex_Mundi wrote: »

You need to hope they find a fault with this. If they don't, it will look like you broke it.

Correct. Although even the guy in the shop agreed that the cracked piece I fixed with tape would not be the cause of the fault. There is a problem with the motors or the sensors.

If the manufacturers claim there is no fault then I think I have to insist that the shop test it. If there is no fault, I want somebody to show me it hover like it's supposed to before I take it home.

Rex_Mundi

I spoke to my brother a minute ago. He is a senior manager for a company that sells this item.

From your posts so far, and what he has told me about how his company operates in respect of these items (each shop has a method of trying them + they give printed advice with your receipt on how to start with these toys). I'm guessing it's not his company that's involved.......but.......He's had a look at the posts so far and I've asked him to contribute later if he has time.

He told me they get very few returns from this product in his company.

Who did you buy it from?

wealdroam

Rex_Mundi wrote: »

Who did you buy it from?

In post #4, OP said...

Koagul8or wrote: »

Wonderland Models.

Koagul8or

Rex_Mundi wrote: »

I spoke to my brother a minute ago. He is a senior manager for a company that sells this item.

From your posts so far, and what he has told me about how his company operates in respect of these items (each shop has a method of trying them + they give printed advice with your receipt on how to start with these toys). I'm guessing it's not his company that's involved.......but.......He's had a look at the posts so far and I've asked him to contribute later if he has time.

He told me they get very few returns from this product in his company.

Who did you buy it from?

I'd be very interested in what your brother has to say thank you. I got it from Wonderland Models. The receipt is a tiny, just enough room for the amount and the product name which the have called 'EFLITE' for some reason.

Absolutely no advice was given when I bought it. I didn't ask for any either because my mate's kid has one and I've used one before.

Koagul8or

Actually, to be honest, I'd be more interested in what your brother considers the legal rights of customers to be, rather than the policy of his particular company. I originally posted to see if anyone could explain what my rights are and it feels a bit like we've drifted off topic although I do appreciate everyone's input so far.

Rex_Mundi

Thank you wealdrom............I saw Wonderland but my brain didn't register the poster.

Koagul8or..............I stand by my earlier post. If the shop has no means to test the product and it was returned (even after only two days) with a crack. I still feel they are right to insist on a report before taking any action given the nature of the product (and the fact that it is so easily damaged with misuse/bad driving/crashing into things)