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Post by popeye on Sept 7, 2010 19:24:07 GMT -5
I had a few things goofed up on my order. I was quite upset at first, how ever after contacting their support we got the issue resolved and they are now back in my good grace. They went above and beyond and sent me some extra swag. Thanks for a good order. Disregard all other posts here my issue has been solved.
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Post by airsplat on Sept 9, 2010 15:32:08 GMT -5
@xit: Hello,
We're sorry you feel less than satisfied with your order situation. Sometimes the gun can receive some scraping and scratching in the middle of shipping. It sounds like you've just recieved this item. Let me PM you and we can go over your order history and try to resolve this issue for you.
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Post by Knief on Sept 9, 2010 16:43:12 GMT -5
No properly packaged gun should receive any kind of scratches in shipping. Nor should any stickers or accessories be removed from the box. Even if the gun wasn't previously used or demoed in the store, it was tampered with. Other than being checked and test fired to ensure a non-damaged and properly working product, an item sold as new should go to the user in the same condition and with the same accessories as it left the factory.
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Post by airsplat on Sept 9, 2010 17:55:41 GMT -5
Xit, again, I’m sure this can be resolved for you once we get in touch. There’s nothing to worry about. After all, we came here to help you with the problem. Not the other way around. :-) We would be happy to send you the dejamming rod and a copy of the owner’s manual. In fact if you're interested we have a copy of it online. www.airsplat.com/airsoft-manuals.htmNo properly packaged gun should receive any kind of scratches in shipping. that's not true. I'm not sure how many packages you've seen before, but perfect examples are ICS boxes or JG MP5 boxes. these manufacturer packages commonly cause slight markings on the gun when it's finally removed from the box. Most are very minor and come off with a wet wipe. Nor should any stickers or accessories be removed from the box. Accessories missing? A dejamming would hardly count as an accessory missing. If the magazine was missing, then I would agree. Again, these fall out all the time, especially with CA guns. have you seen how they're held in, they have a little notch where it's supposed to sit. But that's hardly stable. For all you know it simply fell out of the CA box and is sitting in the outside box the shipment came in. And especially as an admin of this great site, I would think you wouldn’t be so quick to jump the gun and assume it’s not in the box or that we did something wrong. A sticky mark left from sticker could have been any number of things, in my mind is odd, but not major. On this point, I'm not speaking on behalf of the company. My personal opinion, is this not a serious issue or even an inconvenience? For all we know it could have been a sticker that was used during the manufacturing process to label the part and taken off before assembly but was not properly wiped down by the person in the assembly line. But in any case, this is most likely manufacturer and not something airsplat did. I guess ultimately, what I'm questioning is why the automatic assumption and assignment of blame as if something was wrong or ill intentioned. Even if the gun wasn't previously used or demoed in the store, it was tampered with. Other than being checked and test fired to ensure a non-damaged and properly working product, an item sold as new should go to the user in the same condition and with the same accessories as it left the factory. I couldn't agree more! This is a very valid point. And I would like to add that it's funny that we as the retailer commonly get accused or blamed for something the manufacturer did poorly or didn’t do. Don’t get me wrong, we as the retailer on a regular basis address and resolve these sorts of issues. And am happy to do so. For example in this case, we would be glad to ship out, completely free of charge another de-jamming rod and owner’s manual. But these this stuff like this all the time. M4 flash hider is cracked because it has a notch in it, retailer’s responsibility to explain it’s part of the design. Guns not working or fails in a day, retailer's responsibility. Original box from the manufacturer was dented, retailer's responsibility to resolve. Owner's manual was not included by manufacturer, retailers responsibility. In fact, we went to great leaps to resolve this by having an online database of these manuals because manufacturers would commonly leave them out. Don't get me wrong, we do multiple visual inspections to make sure every package to make sure it’s the right gun and that everything looks complete and accurate. We unfortunately don’t test every gun before it ships out. First of all, if we opened every package, we would get an unfathomable amount of complaints about “used guns” because package was opened. And it’s just logistically very difficult. Do you think everything you order from walmart or target is checked before it’s shipped out? I don’t think any of it is. At least we’ll spot check a certain percentage and we’ll do it on request. I hope that answers some questions about both our procedures, policies, and the seriousness we treat these situations. This is by no mean an attempt to justify anything. Merely an effort to elaborate on the bigger picture of the situation. For XIT, I honestly doubt these issues were significant enough to drive him to contact us about these issues. But out of ease and convenience, he posted this. But in reality, if his expectations regarding, a sticky mark, manual, dejamming rod, and of the likes are really issues that would cause him to never buy from a retailer again, he is doomed to being disappointed anywhere and everywhere he will buy from, airsoft or otherwise.
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Post by a1 (Babez) on Sept 9, 2010 18:06:59 GMT -5
I've order from AIRSPLAT in the past... Nothing visibly wrong when I got my gun; Everything it said was included was included, in pristine condition... However, that was many years ago.
I don't understand why some shipping companies send you a package that would differ from a different company. The original off-the-assembly-line packaging should not be heavily tampered or change, or maybe some companies find it cheaper to use cruddy packaging that leaves the buyer feeling bad about his/her purchase.
That's why I order off of AirsoftGI. They don't fuck with your shit, so to speak.
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Post by Knief on Sept 9, 2010 20:04:18 GMT -5
If you're regularly receiving packages that don't include an unjamming rod or manual, then it sounds like you've got a grievance to take up with your wholesaler. Because yes, as a customer, I expect to receive both accessories with any purchase that is meant to come with them. If the manufacturer means to send them out with a product, and the end user doesn't receive them, then somewhere along the way, there was a problem. In this case, shit rolls uphill. The consumer is the only person who is guaranteed to give his package a full inspection. If he finds something wrong, then his first, and often only, recourse is to deal with the retailer. That was the last step before it reached his door and it's the only other party he's had communication with. When an issue is brought to a retailer's attention, it becomes their job to fix it. Moreover, it's their job to do so without complaining about how they always have to fix their customers' problems. If that's not something you're interested in, then maybe retail isn't your game.
You're right, I did automatically assume that the member who posted this was competent to check his packaging for the missing accessories. I also assumed that he can tell the difference between a, easily removed scuff from cardboard and a ding in the surface of the gun. He also seems to know exactly what the removed sticker was meant to say, and it's not "Lot #XXX, Bin # YYY." So yes, I took him at his word. If your standard customer service practice is to do anything but that, then you've got a major flaw in company policy. Assuming that your customer doesn't know the basics of the product he's chosen to purchase, or even just assuming that he's not going to inspect his packaging for loose parts, shows a lack of respect for him. While I'm sure it does happen, because some people often skip the basic common sense stuff, using that as your starting point is going to drive customers away.
Yes, your post and your attitude definitely answers some major questions about Airsplat's customer service, and confirms what a number of review threads here and on other forums have said claimed about you.
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Post by rambobrown on Sept 10, 2010 14:14:48 GMT -5
I have bought the same exact gun from airsoft gi in perfect condition and the cleaning rod is underneath the gun and a manual and 2010 CA catalog was included. Also that is a sticker from the manufacturer that says made in Hong Kong. AIRSPLAT is not a reliable site.
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Post by airsplat on Sept 10, 2010 15:28:33 GMT -5
Guys, no one is arguing with you here. We came here to help, as we do with many other forums. We're not here to start a fight or merely defend ourselves. If we really had intentions of merely defending ourselves, our scope of sites we visit would not spread out here.
As said, we would be happy to do ship out the dejamming rod, manual, and if there's something wrong with the gun we'll repair / replace it (in your case, most likely replace). FYI, I'm not in the returns dept, but i'm sure they'll take care of you, as they do with all our other customers.
I was merely expressing a different perspective for you to consider. You would be amazed at how many calls and emails we get stating the most amazing claims, most of which is unfounded: broken flash hider, gas gun didn't come with gas, gun is broken when it was the battery they ordered from somewhere else, AEG doesn’t shoot the last few round in the magazine, we deal with a huge number of customers. And many times it does take some analysis on our end to figure out what the situation is. If we just took every gun back, we would have lots of unhappy customers waiting just because of transit times.
But we take every complaint seriously until we find something that proves otherwise. We've taken guns back that have been painted in camo stating they wanted a refund.
Kneif, we have many threads about us on many forums all across the web, both positive and negative. After all, we have been around the longest and are the largest. :-) It's not surprising there is the most about us out there. But on a separate note, as the admin of this forum, I would expect comments more becoming of an objective observer and moderator that wouldn't necessarily openly take sides right off the bat.
But to each his own. If this is how you moderate your site, it’s a free country and you can do as you please. Again, we’re just here to help and if you as a moderator do not appreciate it or do not think we bring anything to the table for you or your users, we’re sorry we intruded and proactively reached out and would be happy to leave and try to help our customers by other means or other venues.
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Post by airsplat on Sept 13, 2010 16:08:06 GMT -5
XIT, sorry to hear of your decision. Although I have to admit I'm a little lost as to how we've blown it or what we did that upset you. the last 2 posts were not even addressed to you, hence should have no impact on your recent conslusion.
Got your information and updated your account. We'll be looking forward to receiving your package.
Thanks.
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TimeDeatH
New Member
Grass grows, birds fly, sun shines, and brother... I hurt people.
Posts: 516
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Post by TimeDeatH on Sept 13, 2010 16:37:41 GMT -5
XIT, sorry to hear of your deicsion. Although I have to admit I'm a little lost as to how we've blown it or what we did that upset you. the last 2 posts were not even addressed to you, hence should have no impact on your recent conslusion. We've PMed you asking for order details or account information, but for some reason you have not provided. We're trying to help, but can't do it without your information. I don't think you realize he mentioned in his first post, without other people intervening, that he was not going to purchase from airsplat. I've heard many reviews from Airsplat, and the majority of them seem to be negative, so I will not be buying from them.
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Post by airsplat on Sept 13, 2010 17:24:42 GMT -5
@time Death, thanks for chiming in. You're right, he did say that in his first post, but after that he wasn't so adament about it. If nothing we've done changed his mind, then we tried but failed.
Time Death, i'm sorry to hear you won't be purchasing from us either. We have many positive and negative reviews and I believe we've been around longest to say that we have a stable and large following.
You know how it goes, 1 upset customer tells 20 people. But a happy customer tells no one. :-)
And with our volume, having some negative reviews is inevitable. It's comparable to Wal-Mart, Target, Dell, even Amazon! Even as much as Amazon strives to have 100% customer satisfaction you'll find many who have had many poor expieriences. It's a fact of life, you can't make everyone happy 100% of the time. You can only try to do it.
Thanks again and we look forward to helping you in the future.
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Post by a1 (Babez) on Sept 13, 2010 17:42:15 GMT -5
As said, we would be happy to do ship out the dejamming rod, manual, and if there's something wrong with the gun we'll repair / replace it (in your case, most likely replace). FYI, I'm not in the returns dept, but i'm sure they'll take care of you, as they do with all our other customers. I don't think the point is getting across. It's not about getting the unjamming rod or the manual, but rather failing to exemplify proper buisness etiquette and transaction, that a reliable company would normally process on a daily basis. BUT, I do agree that only the bad experiances get posted, and no one complains when they get a good experiance. But there seems to be a ton of negative threads on this forums regarding Airsplat that overshadow the good ones. And Amazon orders off of other sites. When you order from amazon, you actually order from a seperate online retailer that the item (s) are being hosted by.
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Dev
New Member
Future Nightstalker, NSDQ MIA = DRAMA
Posts: 691
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Post by Dev on Sept 13, 2010 22:11:07 GMT -5
I agree with a1 100%. Now the reason I'm getting in on this is to try to make a couple points that haven't been addressed: "You know how it goes, 1 upset customer tells 20 people. But a happy customer tells no one." Completely untrue. Sure if I'm pissed about how a company treated me I will tell everyone not to go there but if I like how they treated me I tell even more people and tell them to buy from that company over another. An example is AirsoftGI. Now not to be an ASGI fanboy but I've placed 5 some orders with them and haven't had a single major problem, when there was a problem, however, I called and the problem was addressed COMPLETELY and IMMEDIATELY. By saying "we'll be happy to send out another unjamming rod, manual" ect. is not the point, the point is that it shouldn't have happened in the first place and saying this is a cop out, just give a refund and admit the mistake. At least if Airsplat just gave a refund or took appropriate measures to solve a customers problem there might be a chance that the customer would forgive and place another order at a later time but saying a customers problem is
"not a serious issue or even an inconvenience? For all we know it could have been a sticker that was used during the manufacturing process to label the part and taken off before assembly but was not properly wiped down by the person in the assembly line."
Is totally counterproductive and frankly makes the customer feel like a child being lectured. They gave you their hard earned money for a product, just give them the product they bought not some obviously used and broken piece of crap. Just a couple things for Airsplat and yourself to think on.
-Dan
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Post by airsplat on Sept 14, 2010 20:08:21 GMT -5
I think this thread has outlived its purpose until XIT updates it. So this will be our final post on this thread until somethig else significant happens. I'll comment on 2 final thigns and leave it at that. I. By saying "we'll be happy to send out another unjamming rod, manual" ect. is not the point, the point is that it shouldn't have happened in the first place and saying this is a cop out, just give a refund and admit the mistake. At least if Airsplat just gave a refund or took appropriate measures to solve a customers problem there might be a chance that the customer would forgive and place another order at a later time but saying a customers problem is ... I couldn't agree more with you Dan, we would have been happy to resolve this IMMEDIATLY and COMPLETELY on the spot if we had known about it. But I show no call records or emails prior to this post. Essentially XIT made the post and sent us an email about this at the same time, not have given us a proper chance to address the issue beforehand. A1, to address what you stated. We fully get the point. In fact we've addressed that with him directly and in this thread. If he wants, we can ship him the dejamming rod and manual, or if he chooses, we can replace it for him. Basically whatever he wants, we'll do . There's not much more we can do than that. But to give some perspetive to this thread, I want to say, we admit something wrong happened here and we will fix it! Although, to be honest I wouldn't consider it a "FAIL" as titled in this thread. On the grander scale of what does go wrong on a daily basis with any retailer (Amazon, wal-mart included), this isn't the epic failure elluded to by the title. Here's a great link that's representative of our service. I think we all recognize that Amazon is the leader is online customer satisfaction. They will do anything and everything for a customer. This is par tof their business model. If you compare the reviews on google, which is a compliation of reviews from half a dozen different sources you will see our reviews are not only on par with Amazon's, we surpass their customer satisfaction ratings! www.google.com/products/seller?cmi=35662960432316416&zmi=airsplat.comwww.google.com/products/seller?zmi=amazon.comAnd last but not least, the fact that we're even here trying to help out and address issues as well as pick up any of those who fell through the cracks counts for something. Thank you and have a nice day.
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Post by glassarchitect on Sept 15, 2010 1:16:57 GMT -5
I'll agree with that, airsplat. Even on other forums for other hobbies/products/etc., I have rarely seen a representative from a retailer make an appearance and try to solve a problem with a customer through this medium. Even if there was a mix-up with the product and the shipping/handling departments could use some attention, at least your PR department has some good ideas and is taking some initiative
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