kasama parts..very bad service

[UH1H]

My Faifa is 4 years old..finally ended up doing a hard landing and cracked both main frame. Parts were not in stock at kasama Uk and Esprit..so went directly to Kasama factory with my order knowing very well that it will cost 3-4 times the shipping cost and a longer wait for the parts. I had to do that in the past also with a good service.

This time, its another story: sent my order in last Sunday- got a response last Monday that they will check their inventory. 3 days later, I had to send an email to inquire since no answer was received from them. Then, they answer they have the parts in stock and will issue an invoice asap. Today Friday, nothing.

I think it is time to scrap my Faifa, part it out and move on to a brand that take its client with more respect.
Very very disappointed.

[thefrog]

I've usually experienced about a week turnaround from the factory from first email to getting an invoice. I guess it depends who's there at the moment to help.

[dan-uk]

You can normally speed up the process by putting your required parts list along with prices/totals in a spreadsheet and paying directly to kasama using paypal. OK, so you might end up with a paypal request for the shipping fee depending on the size of your order.

[trillian]

On the one hand it's annoying when you feel ignored or let down and it does sound like someone over there needs to be a bit more attentive. But on the other hand I always assume, with any of the 'boutique' heli brands, that it's most likely a one-man show most of the time and they have their lives and distractions etc. So I don't look at it the same way I would with, for example, a Sony camera or something.

I have never ordered anything direct from Kasama but have ordered from other small heli manufacturers and had similar waiting times but I wasn't really bothered because that's what I expected.

Last year I had come to rely on my Beam Avantgarde as my 'go-to' heli and then I crashed it purely due to being too casual and getting too far away, losing orientation. It took the better part of three weeks to get some little tail parts from the states. And this was a heli where a UK shop had all the spares at the time I bought it, so you just never know (unless you go with a big mainstream brand where everyone and their uncle stocks parts).

[UH1H]

I ordered 3 times direct from Kasama in the past. An email with the parts #, they returned an invoice, pay by Paypal and it went smoothly. Not this time. There is many things Kasama should do to improve their response like having an online shopping store. But if you have nobody at the other end to make it happen, well you are back to square one.
Ordering direct from kasama is never my first choice, shipping is expensive about $70 EMS to Canada. Lately I have used kasama UK and they are great. Esprit gave me a first rate service also. But from time to time, it seem when I need it, they do not have the parts. Just crashed in a bad time on the year when their inventory is low I guess.

To return to this topic of below par service, I got my invoice Saturday.The frame price went up from $100 to $116.75, close to 17 % increase. Did not check the other parts price, but will do.

I like my Faifa, but Kasama should wake up if they want to stay in business. Service and marketing is the norm today. They don't do either well.
My Faifa will get repaired and flying again, but from now on, I am looking for a replacement, another brand of heli.

[RiazP]

Hi,

It's a supermodel, it's a marvel of engineering and form.

I guess that one needs to appreciate custom built things and the time and money and passion to make a hobby a business when having a day job...

I hear your pain, and feel your frustration, I even sympathise at not being able to fly your Faifa, hell I am even Canadian so nationalism dictates that I side with you, but no disrespect intended, my vote still goes to Mr Kasama...

Seriously, if you were close by I would give you the parts that I have in my spares box, but I have to admit that flaming the service from KSM is like expecting to find spares for a nascar of F1 car at the corner filling station....

One thing I have learned living in deepest Africa is that service levels are relative to the area you live in and its sometimes unfair to hold foreign businesses to the same high standard as one may be used too, I really think that if KSM spent money on making marketing a priority we wouldn't be able to afford his products.

As a KSM devoutee I can however say that I wish your experience was better as I haven't ever had the issues that you have had sourcing spares for either of my KSMs.

[Oat Insane]

I got tons of parts for Faifa, Dune, and Srimok here in the US. If Esprit Model doesn't have parts you needed please contact me. I am glad to help.

Regards,
Oat

[UH1H]

Thanks this is good news. Will do !

[Mannyr]

Hi,
What part # are you looking for ?
Maybe I can help.
Thanks

[UH1H]

Thanks for proposing to help. The parts were ordered directly from Kasama. Should be here sometime this week. Needed both main frame. Remaining parts were for spares.

[Sage]

Hi,

Here is tracking of my latest order for spares placed with KSM just few days ago:

DATETIME Scan Location Description Delivery Status October 25, 2014
09:33:15 PA LELAI Accept 401304 SVR72001_01 001 72001 October 25, 2014
12:44:25 PA LELAI Items Into Container 401304 T72001-IN-01 007 POLAND 72001 October 25, 2014
12:44:29 PA LELAI Dispatch 401304 T72001-IN-01 008 72001 October 26, 2014
10:27:22 SUVARNABHUMI MAIL CENTRE Container Received 200004 I918030D1803 010 10001 October 26, 2014
11:30:13 SUVARNABHUMI MAIL CENTRE Departure From Outward OE 200004 - 002 10001 October 29, 2014
02:39:00 Poland (PLWAWA) Accept 199999 PLPLWAWA 001 99999 October 29, 2014
02:39:00 Poland (PLWAWA) To Customs 199999 PLPLWAWA 004 99999 October 29, 2014
03:29:00 Poland (PLWAWA) To Customs 199999 PLPLWAWA 004 99999 October 29, 2014
20:32:00 Poland (PLPZGA) To Customs 199999 PLPLPZGA 004 99999 October 29, 2014
20:39:00 Poland (PLPZGA) Items Into Container 199999 PLPLPZGA 007 99999 October 29, 2014
20:39:00 Poland (PLPZGA) Dispatch 199999 PLPLPZGA 008 99999 October 30, 2014
16:30-17:59 Poland (PL81320) Delivery Status Successful


Got my spares (New metal crown gear sets and some small bits) directly from KSM in less than 1 week .

[UH1H]

This is not my experience ordering direct from Kasama - 3rd time so far in 4 years and each time I am not impressed. BUT, service by Esprit model is first rate and lately, Kasama UK which is in my book, the best.. Shipping to CANADA from Thailand took each time 8 to 10 days by EMS. Cost is also a factor - you do not mention how much - my order cost $72 shipping...

My Faifa is back in the air and fly great.
For now,I am still frustrated about the factory support but will get over it.

[Mercuriell]

I am afraid that the GFC, bad floods in Thailand and the marked shrinkage in the heli market has meant that KSM had to downsize on personnel so there simply aren't as many hands to ensue quick turnaround as in,previous years. The good news is that their UAV contract has ensured financial,survival, for now, whereas many other small volume, boutique model manufacturers have bit the dust.

Bottom line is that model engineering does not pay and we rely on the enthusiasm and dedication of many manufacturers and retailers who are in it for,the live of the hobby ...