Drone Insight: Traxxas Customer Support
Traxxas is one of the biggest names in R/C and there is a reason for that. They treat their dealers and customers with respect. I have had numerous interactions with Traxxas’ customer support from a dealers perspective, and I have heard countless testimonies raving about how well they operate and how they treat their customers as humans, not just walking money-bags. Any company can provide a quality product, but only the best companies provide amazing support for the rest of that product’s life and beyond.
Recently, I had a run-in with Traxxas’ customer support from a customer’s perspective. I have never had a problem with my personal products that required me to contact their support team until now. One day I was flying my Aton at a friend’s house. I was showing them how to fly, and I was pushing the Aton to it’s limits. I flew straight up as fast as possible and eventually I hit the Geo-fence. The Geo-fence is an invisible threshold that the Aton will not cross. In my case the threshold was the 400 foot high limit.
Once the Aton hit the Geo-fence, it engaged the Return-to-home feature. Instead of letting the Aton complete it’s auto-land sequence, I disengaged the Return-to-home feature by pressing the Airbrake button on the top of the controller. After that, things got a little out of control. Long story short, our Aton was in pieces everywhere.
After I picked up all the pieces that I could find, it finally dawned on me that my quad was irreparable. It would have been cheaper to buy a new one. It was truly a freak accident. I wasn’t sure if Traxxas would even believe my story- let alone fix it for me.
Two days later I called Traxxas and explained my situation to them. The customer service rep seemed a little disbelieving but he told me to send the Aton in for repair and they would see if there’s anything they could do about it. I packaged the Aton up with all the required documentation and sent it off without much hope of seeing it again. I regret not taking any pictures of the Aton because it was brutal. One of the motors was locked, an arm was separated, both canopies were shattered, and all of the pins and plugs on the flight controller were bent down and broken.
About a two weeks later I received a package in the mail. My Aton was repaired and restored to it’s former glory- no questions asked. Traxxas even included a new set of blades. I can not express how refreshing it feels to be believed and treated like a human by a large company’s customer support. I have had many good and bad experiences in the past, but none had treated me as well as Traxxas did. It’s this kind of service that will keep the hobby industry going. Hats off to you, boys and girls.