Sent a Non Functioning gun? Documenting My Attempt

[King]

I recently ordered a CA X Series from Airsoft GI, among other things. I received the gun and found that it doesn't seem to perform properly. Below you're going to read my RMA return form that I just filled out and sent to Airsoft GI. I will update this thread with Airsoft GI's correspondence. Also looking for suggestions/tips from people who have dealt with this sort of thing in the past.

"Within the first two minutes of opening the package that contained my CA X Series, I noticed that the entire charging handle/bolt release system was not functioning properly. The charging handle itself will not return fully after pulling it back to reveal the hop up. You must push it home for it to lock back in place. I am including pictures of the Fully Home position (Link #1) and where it stops after pulling the charging handle (Link #2).

The bolt catch system is also not fully functional. It will not lock the bolt back after pulling the charging handle. You must manually hold the bolt catch down while pulling the charging handle to lock the bolt back, revealing the hop up.

These issues were not of a huge concern to me, all I was really looking for was a reliable firing airsoft gun, but unfortunately that was not all I found.

After charging my brand new Intellect 9.6v 2000mAh NiMH Crane Stock Battery with my brand new MRC Super Brain 960 Charger with LCD (both included in my order) and installing it in the gun, I found considerable lag between the time I pulled the trigger and the time the gun fired. This is most notable in Semi Automatic fire mode. At times I can also hear a crackling/fizzing/popping sound from the motor compartment inside the pistol grip. Upon further inspection, I found that the motor height screw in the motor plate had been marked up by something, possibly a flat head screwdriver. The Philips head screws holding the plate to the grip also showed witness marks of an incorrectly sized screw driver being used on them. I am including a picture of the motor plate (Link #3). I have never received a factory new gun with these kinds of markings on them.

To me, this gun does not seem factory fresh. I don't know if it was opened up for one of your review videos or if this was sent to another customer, sent back, and then sent to me. Either way, certain features that made me purchase this rifle in the first place do not function, and I do not feel comfortable accepting that this gun as how Classic Army intended it to perform. Nor do I feel that this gun is up to Airsoft GI's standards.

I have spent a considerable amount of money with you guys in the past and although there have been a couple issues with receiving the wrong product/not having items in stock, your customer service has always made things right and left me satisfied in the end. Hopefully we can resolve this issue and continue having a good business relationship.

I'd like to send the gun back and either be sent a certified new CA Full Metal Armalite M15A4 RIS w/Crane Stock Airsoft Gun ( X Series ) or be refunded my money.

I would prefer to speak on the phone with a representative, but I can deal with E-Mail correspondence. "

-Adam King

Link #1 www.flickr.com/photos/50782654@N05/5748267570/sizes/l/in/photostream/

Link #2 www.flickr.com/photos/50782654@N05/5747716369/sizes/l/in/photostream/

Link #3 www.flickr.com/photos/50782654@N05/5748260582/in/photostream/

[Knief]

Have you heard anything back from them, King?

[King]

Gave them a call this past Friday and was told I would be hearing from the Return Department at "the beginning of next week" which should have been today. I'll be calling them tomorrow once again. I am hugely disappointed in their lack of effort to contact me. It will have been 10 days tomorrow without so much as a "We got your E-mail, E-mail". I will update this thread after I call them as soon as they open, 2pm our time, 11am theirs.

[TheEnd]

May 22, 2011 16:58:01 GMT -5 King said:

I noticed that the entire charging handle/bolt release system was not functioning properly. The charging handle itself will not return fully after pulling it back to reveal the hop up. You must push it home for it to lock back in place..

The bolt catch system is also not fully functional. It will not lock the bolt back after pulling the charging handle. You must manually hold the bolt catch down while pulling the charging handle to lock the bolt back, revealing the hop up.

Both of those are normal. Most M4 AEG's have the charging handle spring attached to the charging handle and the fake bolt plate is simply held in against the body. The CA design has the return spring attached to the fake bolt which rides in a set of tracks. The bolt catch system is a simple lever that is forced up when the bolt release is held up.

In my experience the CA design prevents the fake bolt from falling out, but leaves that dead spot. The bolt catch system is pretty lame.

I wouldn't be surprised if Airsoft GI sent you a used AEG that they "repaired". About a year ago I ordered a CA G3 SG1 from them. It arrived with a chrono tag stating it fired 380fps. It actually fired 220-230 fps. The trigger sear stripped out in less than 20 mags worth of bb's. When I opened the gear box the screws looked to have already been scratched from use. The trigger sear looked like it had seen quite a bit of use, and the contacts were quite worn. Lastly the fuse carrier had obvious signs of someone using a tool to open it, and the fuse that was included blew in my first game.

CA is my go to brand, and I have owned and worked on a ton of them. The only one that ever came in that condition was the one I got from Airsoft GI. To this day I swear they sold it, had someone return it, then sold it to me as new. Since then I usually steer clear of Airsoft GI if possible.

Hopefully they send you a unopened X series. I absolutely love all 3 of mine.

[King]

So I figured I'd give them all the time in the world to be the ones to contact me, but alas, it again ended up with me calling them this afternoon. I spoke to Anthony, one of the customer service reps. I told him the situation and how I wasn't really happy that I've had to call for a second time after filing my claim and hearing nothing for nearly 2 weeks. He apologized and assured me that I would be hearing from the claims department tomorrow (Friday). I've done a lot of customer service work over the phone with my job, and it was apparent Anthony knew his stuff. He was infinitely more professional than the first guy I talked to (I don't remember his name, probably because he didn't give it. Rookie mistake.) This time actually received an E-mail update. It read as follows:

Airsoft GI
------------------------
Date Ordered: Friday 13 May, 2011

The comments for your order are

COMM. NOTES - SPOKE TO ADAM

Customer stated he had completed an RMA request form and has not yet heard a response. Adam advised me that the bolt catch does not work, customer stated his airsoft gun lags before firing. When the charging handle is pulled back it will expose the popup and it will not return by itself.



Your order has been updated to the following status.

New status: Comm. Notes

Please reply to this email if you have any questions.

So now, nearly 2 weeks later, I feel like something is being set in motion here. He didn't get my claim down word for word, but at least its recorded, and hopefully the claims guys will get my original one I sent.

Stay tuned.

[King]

Still hadn't heard from anyone from Airsoft GI by 2:30pm today. Gave them another call (thats the third time, for those counting) and Anthony, the guy I talked to before happened to pick up. He remembered me and again told me the claims department was still backed up. He told me I would absolutely have an E-mail in my inbox tonight. I then asked him "What happens if they don't get around to it again?". Anthony claimed he would call me personally with an update. Lo and behold, no e-mail, no call.

I'm calling again tomorrow for the 4th time and not hanging up until my claim is read.

[Ghast]

Shit's weak, ASGI is turning into a megacorp that ignores their customers. I try not to buy from them specifically because of stuff like this.

[M.S.-ARC]

Maybe it would be worth posting this on the ASGI forum? www.airsoftgiforum.com/

[Gimpalong]

I had a similar situation develop between myself and Evike (http://miairsoft.proboards.com/index.cgi?action=display&board=evike&thread=17367&page=1). I reported the company to the Better Business Bureau and posted my experience on every local, national and international forum I could find. I also called and e-mailed repeatedly in addition to contacting their representatives on every forum on which I could find them.

In the end, I made a big enough stink that a representative contacted me via PM and the situation eventually was (sort of) resolved.

You could also call your credit card company (assuming you purchased with a credit card) and report that they sold you a used product as new.

Make a big enough stink (posting on forums, PMing, e-mailing, spamming their YouTube videos, etc) and they'll get back to you quick.

[Knief]

Any further resolution on this, King?