Non-existant Cross RC customer service

[4stroke]

I have a Cross GC4 I'm slowly working on and looking for a few parts. So I went on the crossrc.us site. Since I need a few parts that aren't listed on their site (such as the gc4 cab/body) I sent a question to customer support. That was 6 months ago and no reply whatsoever. In fact in the last 6 months I sent a total of 4 or 5 emails. There was no response to any of them.

Has anyone encountered this? I'd hate to order the parts that I need that are in stock from these guys since they don't seem to bother with the concept of customer service or support.

 

[King Dork]

Got a Demon kit for Christmas a few years ago and contacted them because one of the kit pieces was broken in the box. They actually asked me how they can be sure if the part was broken in the box or if I broke it during assembly. Then they wanted me to email them pictures of the box, the part, the picture of the part in the assembly manual, a copy of the receipt, and a few other random pieces of information. The broken part was one of the rock sliders. I ended up telling the customer service person where his lunch hangs and put a set of TRX4 sliders on which fit perfectly. First and last purchase from Cross RC.

 

[OutLore]

Yeah, their customer service is pretty bad. I had a kit arrive from them where the shock oil had coated absolutely everything inside the box, even got inside some of the plastic bags... The response? "Yeah we've told the factory about that before." No apology, no "Oh here's a 10% discount or a bunch of free stickers" just a "we have your money already, and don't really care" kind of attitude. Took a good while to get answers to questions over errors/inconsistencies in the documentation as well.

Lucky for me it was a pretty low cost kit - if I had been talking about one of the bigger $$$$ kits I would have been pissed with service like that.

 

[4stroke]

Ok, so it's not my body odor why they've ignored me so far. *chuckle*. Seriously tho, it sure sounds like lackluster customer service/support is common with them. Too bad because overall cross vehicles are pretty good i.m.o. (in some respects like the axle casting bearing fit and fastener quality, my GC4 is better than my GII).

What to do then....? I already have a basic GC4 to play with. In addition they sell a GC4-specific tarp (don't laugh, this is a pretty important factor in my decision since I can't sew and want to do a military themed truck). I'd hate to write off a decent brand/product because of a crappy distributor (which is what I think CrossUS is).HOWEVER, like many others, I'm not a fan of supporting outfits that don't seem to bother responding to customers.

 

[HumboldtEF]

I havent had any bad experiences but when I did contact them I gathered that they arent the "US Cross RC" but rather just a small hobby shop that decided to sell Cross RC.

I'm not defending anything here just pointing out how weird their relationship is.


EDIT: I was gonna say RPP has been selling Cross RC so maybe contact them... well they look to have dropped everything from Cross RC!

 

[sherbs]

They came on like gangbusters around 2018, then poof their customer service and parts support were gone. HRP used to distribute the line but show nothing now.

 

[TooOldForThis]

What's the best alternative for buying Cross RC from the US? It would be a shame if one bad distributor hurt their brand because they have some really unique vehicles... like this insane thing just announced that's supposed to be 15 inches wide and 49 inches long! 10 wheel drive, powered by two 775 motors, I don't even know what it's supposed to be but I'm glad it exists.

 

[durok]

They may just have been hit harder by the lockdown, shipping, and supplier issues than companies with a larger US presence, I'd give them a chance to get their feet back under them.

My crawlin' buddy has a fully decked-out Demon and the XT-4 (caged Chevy Square-body style-rig) - and loves 'em.

 

[4stroke]

Durok, I agree with giving them time but how much time it time enough? Like I said I contacted them about 4 or 5 times in the last 6 months with absolutely 0 response. I even used multiple devices and from 2 different emails just in case they went into their spam folder.

As for that XX-10 Trex, not my cup of tea and I dunno what it is either (some sort of riot control vehicle?) but also glad it exists.

 

[durok]

Durok, I agree with giving them time but how much time it time enough? Like I said I contacted them about 4 or 5 times in the last 6 months with absolutely 0 response. I even used multiple devices and from 2 different emails just in case they went into their spam folder.

As for that XX-10 Trex, not my cup of tea and I dunno what it is either (some sort of riot control vehicle?) but also glad it exists.

I'm not saying they will respond anytime soon (or even at all) - businesses can have departments that go unresponsive because of all sorts of reasons, especially foreign-based companies. I will say that my friend had no issues ordering parts that ARE on their website, but you are trying to order parts that are not... That could have a definite bearing on your situation. Without actual part numbers, you might be out of luck. They may just not be selling those items separately, and may not have a standardized response when they simply cannot provide what you want.

However, I have no real idea what's going on with them. Just offering some thoughts and my friends experiences thus far. Cross RC isn't a big presence here, so sites that buy complete vehicles and then break them down to sell parts separately - like JennysRC - aren't likely to do that with their brand.

 

[WHITE-TRASH]

So cross has their customer service department and their durability departments staffed by the same people eh? :lol:

 

[4stroke]

...I will say that my friend had no issues ordering parts that ARE on their website, but you are trying to order parts that are not... That could have a definite bearing on your situation....

You hit the nail on the head. I need the GC4 tarpaulin which IS listed on the Cross website but I also need the GC4 cab which IS NOT listed. I found in the past that some smaller retailers don't always list their full inventory on their sites but can dig parts up if you ask. I'm glad to hear that your friend didn't have problems ordering and receiving his items. That was one of my big worries also.

 

[TooOldForThis]

I noticed this new WT-4 roll back is posted on their site, in the military section for whatever reason. I think this one is super cool because the bed tilts and is big enough to fit a trail truck, and the scale detail is on point. But right now it's a non-refundable pre-order with no estimated delivery date. That's a pretty off-putting proposition considering this site's reputation.

 

[TrailDawg362]

I havent had any bad experiences but when I did contact them I gathered that they arent the "US Cross RC" but rather just a small hobby shop that decided to sell Cross RC.

I'm not defending anything here just pointing out how weird their relationship is.


EDIT: I was gonna say RPP has been selling Cross RC so maybe contact them... well they look to have dropped everything from Cross RC!

The local-to-me Hobbytown USA is the U.S. Cross RC distributor. Both the Appleton and Oshkosh WI stores can help you.