- Report: #445031
Complaint Review: Airsplat - Arcadia California
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Author Confirmed
Why?
Airsplat
Clark Street Arcadia, 91006 California, U.S.A.
Phone:
626-357-5700
Web:
N/A
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Business Rating:
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Airsplat no support for faulty equipment. try to wear you down, 3 months and still wont replace a faulty gun that was reported within 3days of delivery Arcadia California
Terrible customer service. If you have any problems relating to faulty merchandise they try to wear you down with the run-around until you give up.
I received a malfunctioning gun, right out of the box 3 months ago and it still has not been resolved. They spend days getting back to you, and then spoon feed you questions, which have already been answered, one at a time to apparently drag the process on.
My gun continues to fire in auto even after he trigger is released and returns to he normal position. I ask for a replacement, weeks go by with no response. Finely they reply whats the problem! 4 days later they say you must not be operating it properly. I ask them to call me, no response. 5 days later they agree to receive the gun.
Six or so weeks go by and the gun returns. Same gun, same issue right out of the now damaged box, and no letter or comments. More time goes by, they respond that its operator error. I say I have many airsoft guns, I have disassembled them and made repairs in my machine shop and know what I am doing. They say our tech didnt find anything wrong. I ask for a refund.
More time goes by, they say no because I originally asked for an exchange. So I again say, then exchange it. More days go by and they say no exchange because our tech didnt find anything wrong with it!
So it is 3 months and no resolve. I will never do business with them again. I do a lot of commerce on-line and this is the worst I have found for support. This is why I am filing this report, contacting my credit card company, the BBB, sending a letter to the owner, and spreading the word to stay away.
Funny thing is they have lost a dozen orders in my area because of the way they are handling this issue, far more of a loss then just replacing the gun from the start. And companies wonder why they go under after apparently starting off so good- go figure.
John
Mossyrock, Washington
U.S.A.
I received a malfunctioning gun, right out of the box 3 months ago and it still has not been resolved. They spend days getting back to you, and then spoon feed you questions, which have already been answered, one at a time to apparently drag the process on.
My gun continues to fire in auto even after he trigger is released and returns to he normal position. I ask for a replacement, weeks go by with no response. Finely they reply whats the problem! 4 days later they say you must not be operating it properly. I ask them to call me, no response. 5 days later they agree to receive the gun.
Six or so weeks go by and the gun returns. Same gun, same issue right out of the now damaged box, and no letter or comments. More time goes by, they respond that its operator error. I say I have many airsoft guns, I have disassembled them and made repairs in my machine shop and know what I am doing. They say our tech didnt find anything wrong. I ask for a refund.
More time goes by, they say no because I originally asked for an exchange. So I again say, then exchange it. More days go by and they say no exchange because our tech didnt find anything wrong with it!
So it is 3 months and no resolve. I will never do business with them again. I do a lot of commerce on-line and this is the worst I have found for support. This is why I am filing this report, contacting my credit card company, the BBB, sending a letter to the owner, and spreading the word to stay away.
Funny thing is they have lost a dozen orders in my area because of the way they are handling this issue, far more of a loss then just replacing the gun from the start. And companies wonder why they go under after apparently starting off so good- go figure.
John
Mossyrock, Washington
U.S.A.
4 Updates & Rebuttals
Airsplat
Arcadia,California,
U.S.A.
Gun examined and returned to customer
#2UPDATE Employee
Mon, May 25, 2009
I'm sorry to hear that you are still having problems with your gun. 90% of the calls and emails we receive are product defect related, but in actuality only 10% truly defective or problematic. A great majority of it is simple usage issues. We undersrand your frustration and do our best to handle them. However, issuing replacements for situations such as this doens't resolve any problems. If it's a usage issue and a replacment is sent out, the same problems will still be evident, as has happened. In most cases, users or customers at that point are even more frustrated, becuase now they've waited a week for a replacment to be shipped out to them only to discover that they're still having problems with the gun. Which most customers then out of frustation wish to return both. This is especially frustrating for both parties. On some rare occaions we are able to manage to calm the customer down and have him try toubleshooting with us, it is then that we can resolve the issue with both rifles and we realize that there was nothing wrong with the merchandise and it was in fact user error. Of course, it's little comfort them and still our fault for not having taugh them how to use the gun. They've now waited 2 weeks and we've wasted shipping the gun to them in the original order, back to us and another replacment out. In most cases the shipping alone cost more than the gun itself. We offered a replacement or an exchange for the item you were having problems with and issued an RMA #. Upon receipt and inspection, it was determined that there was nothing wrong with the gun and everything functioned correctly. This is as mentioned in the example above. We would be glad to ship your a replacment, after all, we already shipped a gun back to you. But please realize it would not have changed the performance or functionality of this gun. Again, I'm sorry after all our efforts you still feel somehow that this was not appropriate. The gun in your posseion that you shipped to us and we in turn returned to you after inspection and examination was, and most likely is, still functional.
Airsplat
Arcadia,California,
U.S.A.
Gun examined and returned to customer
#3UPDATE Employee
Mon, May 25, 2009
I'm sorry to hear that you are still having problems with your gun. 90% of the calls and emails we receive are product defect related, but in actuality only 10% truly defective or problematic. A great majority of it is simple usage issues. We undersrand your frustration and do our best to handle them. However, issuing replacements for situations such as this doens't resolve any problems. If it's a usage issue and a replacment is sent out, the same problems will still be evident, as has happened. In most cases, users or customers at that point are even more frustrated, becuase now they've waited a week for a replacment to be shipped out to them only to discover that they're still having problems with the gun. Which most customers then out of frustation wish to return both. This is especially frustrating for both parties. On some rare occaions we are able to manage to calm the customer down and have him try toubleshooting with us, it is then that we can resolve the issue with both rifles and we realize that there was nothing wrong with the merchandise and it was in fact user error. Of course, it's little comfort them and still our fault for not having taugh them how to use the gun. They've now waited 2 weeks and we've wasted shipping the gun to them in the original order, back to us and another replacment out. In most cases the shipping alone cost more than the gun itself. We offered a replacement or an exchange for the item you were having problems with and issued an RMA #. Upon receipt and inspection, it was determined that there was nothing wrong with the gun and everything functioned correctly. This is as mentioned in the example above. We would be glad to ship your a replacment, after all, we already shipped a gun back to you. But please realize it would not have changed the performance or functionality of this gun. Again, I'm sorry after all our efforts you still feel somehow that this was not appropriate. The gun in your posseion that you shipped to us and we in turn returned to you after inspection and examination was, and most likely is, still functional.
Airsplat
Arcadia,California,
U.S.A.
Gun examined and returned to customer
#4UPDATE Employee
Mon, May 25, 2009
I'm sorry to hear that you are still having problems with your gun. 90% of the calls and emails we receive are product defect related, but in actuality only 10% truly defective or problematic. A great majority of it is simple usage issues. We undersrand your frustration and do our best to handle them. However, issuing replacements for situations such as this doens't resolve any problems. If it's a usage issue and a replacment is sent out, the same problems will still be evident, as has happened. In most cases, users or customers at that point are even more frustrated, becuase now they've waited a week for a replacment to be shipped out to them only to discover that they're still having problems with the gun. Which most customers then out of frustation wish to return both. This is especially frustrating for both parties. On some rare occaions we are able to manage to calm the customer down and have him try toubleshooting with us, it is then that we can resolve the issue with both rifles and we realize that there was nothing wrong with the merchandise and it was in fact user error. Of course, it's little comfort them and still our fault for not having taugh them how to use the gun. They've now waited 2 weeks and we've wasted shipping the gun to them in the original order, back to us and another replacment out. In most cases the shipping alone cost more than the gun itself. We offered a replacement or an exchange for the item you were having problems with and issued an RMA #. Upon receipt and inspection, it was determined that there was nothing wrong with the gun and everything functioned correctly. This is as mentioned in the example above. We would be glad to ship your a replacment, after all, we already shipped a gun back to you. But please realize it would not have changed the performance or functionality of this gun. Again, I'm sorry after all our efforts you still feel somehow that this was not appropriate. The gun in your posseion that you shipped to us and we in turn returned to you after inspection and examination was, and most likely is, still functional.
Airsplat
Arcadia,California,
U.S.A.
Gun examined and returned to customer
#5UPDATE Employee
Mon, May 25, 2009
I'm sorry to hear that you are still having problems with your gun. 90% of the calls and emails we receive are product defect related, but in actuality only 10% truly defective or problematic. A great majority of it is simple usage issues. We undersrand your frustration and do our best to handle them. However, issuing replacements for situations such as this doens't resolve any problems. If it's a usage issue and a replacment is sent out, the same problems will still be evident, as has happened. In most cases, users or customers at that point are even more frustrated, becuase now they've waited a week for a replacment to be shipped out to them only to discover that they're still having problems with the gun. Which most customers then out of frustation wish to return both. This is especially frustrating for both parties. On some rare occaions we are able to manage to calm the customer down and have him try toubleshooting with us, it is then that we can resolve the issue with both rifles and we realize that there was nothing wrong with the merchandise and it was in fact user error. Of course, it's little comfort them and still our fault for not having taugh them how to use the gun. They've now waited 2 weeks and we've wasted shipping the gun to them in the original order, back to us and another replacment out. In most cases the shipping alone cost more than the gun itself. We offered a replacement or an exchange for the item you were having problems with and issued an RMA #. Upon receipt and inspection, it was determined that there was nothing wrong with the gun and everything functioned correctly. This is as mentioned in the example above. We would be glad to ship your a replacment, after all, we already shipped a gun back to you. But please realize it would not have changed the performance or functionality of this gun. Again, I'm sorry after all our efforts you still feel somehow that this was not appropriate. The gun in your posseion that you shipped to us and we in turn returned to you after inspection and examination was, and most likely is, still functional.
