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Faulty items
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We're very sorry if you've received an item which when you came to use it did not work.
If this has spoiled your day, we can only apologise. We don't intentionally send out faulty items, and neither do our suppliers deliberately send us items that don't work.
In many cases, we can resolve problems quickly by simply exchanging a faulty component (e.g. a controller, a motor, a loco on a train set, a faulty slot car etc etc). In many other cases, we can quickly and easily repair (or have repaired) to new condition many of the items that we supply.
Please contact us by email at office@goldstarstockists.com with a brief outline of the problem and we will get back to you.
If it's Christmas or Easter, we do not check emails on the day itself, but do on
Boxing Day etc. Please avoid using emotive terms, and keep to the facts of the problem so that we can resolve it as quickly as possible.
Please note that you will always get a quicker response by email than telephone
during holiday periods, as we answer emails even when our shop is closed.
Problems assembling RC car kits: Please ALWAYS check our speed controller installation sheet if you have a problem with the electrics:
http://www.goldstarstockists.net/downloads/teu101bk.pdf - this covers the main problems. If you have an Etronix radio set and are having trouble, please check the separate install instructions included with it - particularly the part about pairing or matching the receiver to the handset, and check our Tamiya Help page at http://www.goldstarstockists.net/downloads/tamiya-help.pdf for general advice. Photographic guide to installing Speed Controllers - click here before you condemn yours as faulty!
If you have a battery issue, please check you are charging for long enough - if you have an AC9
or Carson Trickle charger, please give an 1800 battery 11 hours, and a 2000 battery 12 hours to fully charge. A car that jerks and splutters after around 10 minutes run time is suffering from a flat battery - it needs a recharge. A car that jerks and splutters after about 30 seconds run time when you've given the battery this length of charge probably has a faulty charger - we can address this.
If you have the Powerjack 6 Delta Pro or AC DC Delta chargers, they will automatically condition the battery, just charge until the light goes to green. If the light goes OUT entirely on the AC DC Delta then you may have a faulty battery.
Very poor range? Check that the aerial on the car is untangled, going all the way up the straw and hanging loose out of the top. Check the handset aerial is screwed in tight and fully up. Try fresh batteries of a good brand (don't use the £1 for 20 type, they will leak in these handsets).
Above all, we are happy to help with genuine problems - please just email us and keep the message to the problem. We don't need to know about children crying or that the entire Christmas
/ Easter / Birthday was ruined because one item didn't work. BUT we will try our best to sort it out for you.
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