Hitec HS-35HD Ultra Nano Servo

Hitec HS-35HD (front), Hextronik HXT500 (middle), Futaba S5102 (rear)

The Hitec HS-35HD Servo is truly an "Ultra Nano" servo just as they describe.  However, BUYER BEWARE!

I have been a supporter of Hitec products for many years.  In fact, I'm still using a Prism7 PCM/PPM radio on occasion for some older gliders.  Unfortunately, there has been quite a bit of discussion and concern regarding the quality control of this little servo which leads to this post and warning.

I recently purchased the Libelle DLG from Dream-Flight.com.  A phenomenal little DLG which was designed to use the HS-35HD servos.  Sadly the reviews and blogs I read have been filled with frustrations regarding this little piece of hardware.  I opted to give Hitec the benefit of the doubt and tracked down several of these little giants, but they happened to be out of state @ SparkFun Electronics.  As chance would have it, a fellow pilot and friend of mine was headed that way on business and offered to stop in and pick them up in person.

Prior to sending my friend, I called the shop and asked that they test the servos.  They indicated that they typically don't offer that service but they have a great RMA system.  I really wasn't crazy about buying out of state, sending a friend to pick them up and then play the RMA game.  So it was decided that we'd send a transmitter and receiver to test the servos at the time of purchase.

Of the the first 4 tested, 2 were immediately deemed inoperable.  Two more were brought out and one of those was found to be defective.  This went on and on until all their stock had been tested and 4 were deemed "good".  In the end there was a >50% failure rate!!

At $25.00, these aren't considered inexpensive in my book.  I've purchased a good 20+ "blue" micro servos for small gliders, foam projects and Slow Sticks and have only had 1 DOA.  While Hitec has offered to replace or repair (depending on how long you've owned them) this just isn't acceptable and they have yet to admit there is a problem.

So here I sit with 4 really small and quite frankly cool looking servos (love the clear case).  Can I trust that they will stay functional and put them in my brand new bird?  My plan is to test, test and test some more before my maiden voyage but that still doesn't give me a warm fuzzy.  In the end, I fear I'll be testing the Hitec warranty service.

Hitec Update (5/9/2014):  I began testing the 4 (believed to be good) servos in preparation for installation.  These were simply pulled from the box, and connected on the work bench to a receiver and 4 cell NiMH battery back.  Within 2 minutes, 2 began to show signs of jittering and unintended movement.  Centering became problematic and it was apparent these were exhibiting the same signs as the others that were tested previously.  The other two, while less pronounced, began to twitch within a few more minutes.

Not believing this was plausible, other servos (Futaba & JR) were attached and they worked perfectly.  A different battery and receiver were also used to simply complete the testing process.

Once again, trying to give Hitec the benefit of the doubt, I opted to call their service center in California.  I wanted to see what information they could provide and if they would facilitate a timely replacement.  Sadly I experienced just the opposite.  To protect the service technician, I'll refrain from using his name here but I did not receive what one would call good customer service.

Upon reaching customer service, I explained what I had experienced with the servo(s) and the process followed to test, prior to purchase.  I also referenced the blog posts and forums where they had been discussing the failures and frustrations.  Almost immediately before I could complete my sentence, I was told they were "unaware" of any major issues with this servo.  I was then told I must have installed it incorrectly.  I quickly interjected (restated what I had already explained) that I hadn't installed the servos, they had simply been taken out of the box and connected to a receiver.  He then proceeded to explain that I should squeeze the case to see if that resolves the issue...seriously.

In the end, the only options I was provided, were to return the servos to the place of purchase, or send them in for repair.  When I asked if they would send me advanced replacements, I was told they didn't have any stock and that they didn't expect shipment until the end of the month.

What is truly unfortunate in all of this, is that all Hitec had to do to keep me as a customer was to put on their "big boy pants" and admit they have a problem.  Stated another way,  simply take accountability, apologize for the the inconvenience and then provide a reasonable remedy.  We have so many options now days and the Internet just makes it that much easier to find a replacement.  For companies like Hitec to survive, I believe they must differentiate themselves and I for one expect not only a quality product but reasonable customer service.

SparkFun Electronics Update (5/9/2014):  After an extremely frustrating discussion with Hitec, I contacted SparkFun to determine how best to proceed.  To say this was a night and day experience is not an exaggeration.  I asked to speak with Bobby who I had dealt with previously in the technical support department.  He was attentive, apologetic and EXTREMELY helpful.  It is amazing how different the experience was between the two companies especially when you consider that neither have a true solution for me.

Knowing that it was typical to get store credit instead of a refund, I braced myself for the inevitable news.  But once again, to my surprise they offered to provide a refund (due to the circumstances).  And to top it off, they have already provided a UPS shipping label and pick up for the products.  Truth be told, I fully expected to pay the shipping charges.  Not that I'm complaining as I think this just indicates they are a mature, customer focused company.

Sparkfun, my hat's off to you.  I'll be back again guaranteed.  In fact I've already told 3 other potential customers how great my service was and what a fantastic selection of techno goods you offer.  Well done!  Oh and Bobby deserves a raise or at least employee of the month.

Dream-Flight Update (5/12/2014):  I also reached out to the creators of the Libelle to determine what information they might have as well as a suggested alternative if necessary.  George kindly took the time to respond and with his permission I'll post a portion of his comments for everyone's benefit.

"We have concluded testing/evaluating our own digital 4.3 gram offering that we hope to have available in June.

We will offer them as singles...in bundles of 4 and as a flight pack with the servo extensions and Rx battery.

Until then...with a little foam removal and a different length extension...we know from many that the D47 are working well. In the UK the guys have been flying the genning servos from T9 Hobbysport."

Note: While George was gracious enough to allow me to quote him he noted that most news and updates can be found on their website and Facebook page.

Hitec Update (5/12/2014): - Please see Mike's (Hitec) response in the comments section below.  He does explain the rationale behind "squeezing" the case and provides some much appreciated information on the state of the servo and their efforts to resolve the problem.  This is more in-line with what I've experienced from Hitec in the past.   Hopefully they can put the QC issues behind them quickly, so that we can get back to loving this little servo.