Post by Legionnaire on Sept 9, 2009 20:40:37 GMT -5
About a month ago I made an order on a VFC M4A1. The next day it went out of stock and I was told that it was on back order. I emailed them back asking when it would be in stock again. They replied saying it would be back in stock in about 2 weeks. It is now approaching a month. I have emailed them NUMEROUS times after the alleged two weeks had passed asking when it would be in stock and how long is the average shipping time on back ordered items. Of the 4-5 emails I have sent, non have been answered whatsoever. There customer service so far has not pleased me whatsoever. Past orders have either come on time or have taken a strangely long time to process.
However I would like to say they do have an amazing selection and NORMALLY ship out on time. This has been my first run into their customer service and I would have to say it is lacking.
I had a similar issue with them this past summer. I emailed them with a question regarding something I purchased from them and waited well over a month for an email that never came. I ended up calling them. It seems if you really need to get a hold of Airsoft GI, just call them the first time and skip the email.
I agree with fas. I've never had a problem with them before, in fact, they're my go-to guys when I have an itch I can't scratch locally.
Also remember, as a former retail manager meself, it's not when the store or the end purchaser needs the item, it's when the supplier, vendor, and importer can send them. Obviously, if ASGI could keep VFC stuff in stock 24/7, it would. Most likely, you're getting one of the lower men on the totem pole as far as rep are concerned, who read your email and leaned over to the net desk and asked when was the VFC shit coming in.
The other guy probably shrugged amnd mentioned the next shipment of stuff from overseas was two weeks out. It's rational to assume that if VFC could get their poop in a group and get their stuff on the boat, they would.
However, if there were any delays, such as a supplychain breakdown, a ship loaded with goodies for the US is NOT gonna wait for a few airsoft guns... they're paid to be on time, and believe me, there's a lot more valuable stuff onboard than a VFC...
So the shipment shows up. No VFC. No biggie, really. VFC doesn't exactly sell like clones, so the ASGI guys unload their shit and go about their day. They figure it'll be on the next boat.
Everyone wants to make money so it only makes sense that they would try to get you what you ask for, no? Still, in as big of a volume of business as ASGI does, they can't wet everyone's worm at the same time, it's just not possible. When I ran a Toys "R" Us, I personally took down the customer's info and phone number, and tried to call when the stuff was available. Still, after a 14 hour day, I couldn't make every call to tell Mrs. Smith that little Jimmy's Power Ranger sword with lights and sounds was in. The machine is just too big.
The only time I got really up in arms was when I called Evike (now airsoftpost) about some mags and a guy answered like it was his house-phone and straight up lied to me.
I'm not saying that's not the issue here, but for most retailers, let the machine turn it's gears, and you'll be a happy airsofter. In the end.
"I'm not paid to believe. I'm paid to fuck shit up."
There is less than one FAH member for every one thousand airsofters. Still, they are enough for the task at hand.
Full Auto Heroes: Always outnumbered, never outgunned.
Post by Legionnaire on Sept 9, 2009 21:30:43 GMT -5
I agree but with say a smaller purchase then I could maybe understand why it takes a long time for an email but on a larger order (mine totaled in at over 300 with other accessories) I would think it be necessary that a company maintains in contact with that customer or at least emails them back.
You may be ordering $300 worth of stuff, and you may think you'd be important to GI. Well, you're not (no offense to you of course). They get TONS of orders for $100, $150, and even less. I'm sure they also get TONS of stupid ass e-mails from noobs.
Basically, if you want to get customer service from ANY online store, CALL THEM.
I've had an issue with GI (or was it Evike? I can't remember) before and I called them and it was resolved almost immediately. I had an issue with Aimsurplus when I didn't get my BAD lever, so I called them. They informed me it was backordered and would be shipped when they get the next shipment in. I also had an issue with copquest, called them up and immediately got the right item shipped to me.
Now, I'm sure I could have done all this by E-mail...but I guarantee you it would've taken a lot longer. In fact, I remember I had an issue with an order from like CombatSport Supply (something liek that) and sent them multiple E-mails, but to no avail. Finally one day I call them, and bam, just like that, I get my money refunded. No questions asked, really quickly.
With an E-mail, a lazy/busy employee can easily let it go unnoticed. If you call them, they can't exactly do that. It's really not that hard, and usually goes very quickly. People seriously need to stop getting caught up in this whole E-mail thing and just go back to old-fashioned calling people if they want a quick response.
I've never really had an issue with ASGI before. And one time when I ordered a defective gun, and when I mean defective it was defective, they responded right away, I shipped the gun back and they replaced it. Took about two weeks which wasn't bad.
Just last week I sent an e-mail to their tech department asking about the compatibility of a wire harness for my M14 and I never got a response back, but I ordered anyways because I was advised it would work.
But yeah sounds like you gotta call them.
G&P MK23 - SMP G&P MK18 - STAR FNC x2 - Tokyo Marui MP5 - CA M24 - UTG M3 - Cybergun M&P 9
Post by Legionnaire on Sept 14, 2009 17:37:31 GMT -5
Alright, so I called them today and after waiting on hold for a minute or two they answered. I asked when it would be in stock and the guy said please hold while I find out........after 20 min of waiting the SAME guy picked up (having forgotten about me) and mumbled something about if I was being helped. I did not understand him so I said yes. I stayed on the line for about a min when another employee picked up and said "AirsoftGi how may I help you?" I asked the same question, asking WHEN it would be in stock. They guy said please hold. After waiting a couple of minutes he said "we are currently waiting for our next shipment and we have no more in stock at the moment." .....this did not answer my question at all. After waiting a half an hour for an answer that did not help me at all I had finally had enough. Overall I am VERY disappointed with ASGI's customer service
Thank you BoredKender too.
Last Edit: Sept 14, 2009 17:39:06 GMT -5 by Legionnaire