I had a problem with the Bravo and sent a pic to Honeycomb. They responded quickly and said to send it in and they would send me a new one according to Kate J in customer service. They gave me a FedEx tag to ship it to them. So far so good.
However, in their email it states “Once the unit has been received by our facility we aim to have your replacement shipped within 24 - 48 hours with an average shipping time of 3 - 4 days”. (Actually for me it would be 2 days from CA as I’m in Oregon)
FedEx says they received my package on Tues May 31 at 1:56 pm. Today its Wednesday June 8. I assumed they would have shipped it by Thursday May 2 if their email was stating the truth. Not only have I not received a new Bravo, but I’ve had no further correspondence from them despite reaching out to them. Hmmmm… then I did a little homework and lo and behold, there are TONS of reviews about their poor customer service (I should have done that first).
I think I screwed up. I could have fixed it myself. Now they have my Bravo and are silent. Does anyone have experience with them?
From what I’ve read here, other forums and have witnessed on their social media this is part for the course. They will go through a very small window of communication and then go dark for a long time.
I dread the day if I ever have a issue with my kit, I’ve contacted them a couple of times with info requests and they never respond. Forums are full of nightmare comments, nice kit when it works terrible culture and they don’t appear to give a monkey about negative press.
I rarely call any one a liar. It is hard to know the full story and to believe customer reviews is always a mistake, bad reports are more prevalent than good, just look at this forum.
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Yes that‘s exactly their modus operandi. I still hope you get a replacement unit eventually.
I would assume that they are a very small company with maybe only 3 or 4 people working support among other things. And they probably get hundreds of tickets a day, worldwide. Still, that’s no excuse.
I have my yoke now for a couple of years. If it breaks I probably wouldn’t even bother to contact them and simply buying from another brand like the Fulcrum. Honeycomb products are ok for their price range, IMO, but not stellar. They still use cheap plastics and their products have some serious design flaws (e.g. RJ45 connector on the yoke which tends to loose connnection). Together with their poor customer support, for me, those are enough red flags to avoid this company in the future.
It’s a real shame all the bad reports I seem to come across regarding the less than desirable customer service.
The products themselves look really good and are fairly priced imo. After sales service though is one of the main considerations for me when buying a product.
For me bad after sales service=no purchase.
Returning phone calls is paramount to good customer service. No one likes to be ignored.
You go by personal experience first and foremost and the OP has been let down so has every right to feel aggrieved.
The answer folks is to vote with your wallet.
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I almost bought the Honeycomb (they are a good price for what they offer) but thankfully I scraped up a wee bit more cash and got the Fulcrum instead. The service from Fulcrum has been spot on.
Very wise move and it will work out cheaper in the long run anyhow. The Fulcrum is bullet proof. Only really the electrical parts can fail and they are easily swapped out if ever needed.
I appreciate that everyone budget is different but I’d rather be patient and build up in slower time than rush and end up with the wrong gear.
I had to return mine as well. Got it replaced, all is good. Keep in mind when they say they ship a replacement from the time that they receive it, it doesn’t necessarily mean they’ve even scanned it in other than Fedex confirming they’ve delivered it to them. It’s annoying, but I think that’s what the hold up was for mine. All in all it took a little over a week from the time they received it, I think. They need to stop advertising 1-2 days from time or receipt, or clarify what they mean.
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OP if you payed with a credit card you might have protection. A lot of credit cards extend your warranty from 6 months to a year or more. Depending on the bank. If Honeycomb won’t answer you and you paid with a credit card contact the CC issuer. You might get your money back through the CC bank. Good luck.
I agree totally I just tried put a calm angle to the problem, there maybe reasons for not getting a reply which we do not know,