question about common support practice

[Whammo]

Hi Guys,

I have had a problem with a disconnected wire in my CH products usb pro pedals. It appears it was kinked or was actually sliced by moving parts within the base. It could have come unsoldered but it's a very clean break. I have used them hard for two months.

I can't take the base apart without voiding the warranty or I would fix it myself. CH gave me the choice of sending it in for repair or exchanging with the vendor. The vendor policy is 30 days and I am past it. CH will fix it under warranty but want an $8 processing fee along with my paying the shipping to send it in and let them keep it for 4-6 weeks. Is this common practice?

While I am ranting, I find it hard to believe that gamers designed these tools. I am very surprised at the tiny, delicate wires they used to connect the pots. They are left unprotected, threaded through moving parts and are definitely subject to chaffing and breakage. They could have at least put some shrink wrap around them. My yoke works well, but it is not sturdy like the Momo racing wheel I own. And if the wiring used in the yoke is anything like the pedals, it's not going to last long either. One person in my flying group has already had his yoke quite working.

People all over the world are flying these simulators and for the moment, CH is the only company making reasonably priced aviation sim hardware. Their only competition is from high end manufacturers that make their products for FAA certified simulators at flight schools. ($5000 range). If someone ever builds sturdy ones in the "non professional" market, CH is going to be out of this arena in a hurry.

Thanks,
Bob

[borschtBomber[SS]]

CH Gaming Products Warranty (http://www.chproducts.com/retail/faq_warranty.html)

All of CH Products’ retail goods are warranted to the original purchaser to be free from defects in materials and workmanship for a period of two (2) years from date of purchase. During this warranty period CH Products will, at its option, repair or replace, at no charge, any component determined to be defective.

The liability under this warranty is limited to the repair or replacement of the defect or defective part(s) at our factory, and does not include shipping expenses.

It looks to me they shouldn't be charging you that service fee, but the shipping and period they retain are probably somewhat standard. It sucks, but I think your stuck in this instance, though I would argue about the $8 processing fee.

[DeeMutz[SS]]

I agree. 99.9% of companies require you to pay the shipping of the defective part to them, then they pay the shipping of repaired/replacement back to you.

I would argue the procesing fee tho ... sounds to me like the CSR you spoke to is trying to get a raise/promotion by making the comany more $$$

[WindsorFox[SS]]

']Hi Guys,
I can't take the base apart without voiding the warranty or I would fix it myself. CH gave me the choice of sending it in for repair or exchanging with the vendor. The vendor policy is 30 days and I am past it. CH will fix it under warranty but want an $8 processing fee along with my paying the shipping to send it in and let them keep it for 4-6 weeks. Is this common practice?
Bob

It is if you're dealing with Monarch....