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FX USA Customer Support ???

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heavy-impact

heavy-impact

Member
Sep 13, 2018
4,354
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Right Coast, USA
I spoke with FX USA this morning to inquire about purchasing 75mm center sections for FX OEM moderators. FX USA says they won't price or sell them because "it's a dealer item" and I need to contact my dealer... So I contact my dealer, Utah Airguns and they say they don't sell them and won't even order them because "no one wants them, everybody buys aftermarket".

Another problem is finding out what parts and accessories are available. FX USA can tell you if the item is available for purchase but not if it's available in the US market... So we have dealers like Utah Airguns advertising accessories (barrel liners) as in stock for months even though they are not in stock, they have never been in stock and they can't tell you when they will be in stock which just points back to the FX barrel fiasco.

And lastly "we only ship on Wednesdays because there are only a few people working here and we have 20-30 orders per week to fill". That's a management problem. If the parts are organized in bins, one person should be able to fill 20 orders well before lunch time. Why not pull the parts, print the shipping label and put the order in the outgoing mail every day?

I'd really like for the nice people at FX USA to address these issues and give customers usable information. If you're going to tell me I have to "buy it from a dealer" then at least tell me which dealer I can actually buy it from and what the retail price is supposed to be. There's no need to wind your customers up and send them on a wild goose chase.
 
I used to give FX USA a little grief on their shipping but after talking to Jon he made me realize that they are not a normal retail business like Pyramid or the other dealers and aren't staffed as such but really just a repair center that happens to be gracious enough to sell parts to the general public. Just imagine what it would be like if you had to order a hammer for a Crown or Impact through one of the dealers. You'd probably be looking at a 3 week delivery. They are staffed to do that job that the business was opened for and I'm sure everyone there has multiple duties. I have also come the the reality that I need to order early and expect either a Tuesday or Thursday shipping day. So if you order say on a Thursday it'll probably be Tuesday before it ships. I'm ok with that now. Just be happy that they have your back in the end.

Jking
 
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I used to give FX USA a little grief on their shipping but after talking to Jon he made me realize that they are not a normal retail business like Pyramid or the other dealers and aren't staffed as such but really just a repair center that happens to be gracious enough to sell parts to the general public. Just imagine what it would be like if you had to order a hammer for a Crown or Impact through one of the dealers. You'd probably be looking at a 3 week delivery. They are staffed to do that job that the business was opened for and I'm sure everyone there has multiple duties. I have also come the the reality that I need to order early and expect either a Tuesday or Thursday shipping day. So if you order say on a Thursday it'll probably be Tuesday before it ships. I'm ok with that now. Just be happy that they have your back in the end.

Jking
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How are you going to get a Tuesday or Thursday shipping day when they say that they only ship on Wednesdays ?

The bottom line is that you either do the job or you don't. I don't think it's unreasonable to try to buy parts from the people who make them to sell. I'm not the one selling customer service with the purchase of their product. If I need a part to repair a $2100 FX gun then they should make it as easy as possible for me to purchase it. They say "call your dealer" but the dealer just wants to get you off the phone as fast as possible with a tone in their voice like you're bothering them if you're not making a large purchase.

FX USA said no and their dealer said no. Does that sound good to you?

I'm only asking them to do the job they said they were going to do when they opened the place and it's absolutely ludicrous to think FX USA is being "gracious enough to sell parts". They opened the place because of the problems with their dealer network.

I want customer service without jumping through hoops and I don't owe them squat.
 
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I spent most of my career in sales manament. I worked for many companies that simply would not sell parts to the consumer. Now the old saying is the customer is always right. However, you just can not please everyone.

Now I had a problem with a Ruger pistol all I needed was a part. Called and no we won't sell it you must send it in. Okay, I did. Six months later they sent it back. Only because my roommate was sponsored by them and made a phone call.

Same deal with Savage. No, we can not sell the part. Send it in. When I called to find out when it was coming back they said they were just too busy making that rifle and could not get to me. I said send me a new one then. Answer no, we need every rifle we can ship. So it was my problem for their part breaking. Nine months later it came back.

Sent back a Toshiba lap top. Guess what? Nine months later.

Yesterday I called FX USA and spoke with Summer. She was outstanding! Could not be more helpful. A customer service rep makes or breaks your buisness. They are the face and voice of the company. Summer could not have been more helpful. Even offered tech service just in case, cause she said that is whey they are there. She sold me the part I need and said it would ship within seven days.

After all the companies I have worked for and all my dealings with companies on a personal basis I really can live with seven days.

My hat is off to Summer Remington! If I was the sales manager for any of the companies that I worked for I would hire her or try to steal here in a red hot second!

Sometimes you just can not please everyone.
 
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Sometimes you just can not please everyone.
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I call and ask Summer for a price and she says no call a dealer.

I call my dealer (Utah) and they say no we won't sell that part even though it's available because there's not enough interest.

Tell me what I did wrong?

Before that I call and tell Summer I've ordered a 700mm .22 liner from Utah Air (who listed it in stock 2 months ago and still does). I tell Summer I need a barrel inlet and pellet probe to convert my .30 barrel and she sells it to me. Then I find out there are no 700mm liners in .22 because they haven't come to the US market yet and FX knew this when I placed the order. They said so when I cancelled my order.

How was that my fault?

Most orders placed with FX USA ship in a padded envelope and could be filled and placed in the outgoing mail in 5 minutes. Waiting until next Wednesday to ship because you ordered this Wednesday is just slack and poor service.

I managed a business for 18 years with more than 30 million in annual sales and I did anything it took to get the job done from the bottom to the top. I know what good customer service is because that was our niche. Good customer service allowed us to sell at a higher price than our competition because busy people want results not BS. My time is valuable.
 
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Heavy Impact,

Please let me say I am sorry for the way I wrote my response! I had just got off the phone with the mother of my 30-year-old daughter the same women that divorced me 26 years ago. Somehow to this day, anything in the world that goes wrong is my fault. I am truly sorry that you were the next person in line!

I completely agree with the way you managed your business. You must have done a great job you were there for 18 years. I did my best to do the same. One of the companies was number one in sales and service on Fortune 500 in the mid-'80s.

I too have waited for slug liners and a Crown forever. My wildcat slug liner finally showed up this last week. I now believe it is how FX markets. They announce something and then release as they announce the next item at the next show.

Really the fault lies with the retailer in this case Utah. I like Utah very much. However, that is just wrong!

This should run back up the flag pole with FX USA until something is done with their disturbers. FX USA should have a huge problem with this type of customer service.

If no satisfaction can be received then no more business for FX till they get it right. Now they are not pleased.

I think you are getting the runaround and your time like all of our time is valuable. You did nothing wrong and certainly do not deserve this after spending your hard earned dollars.

I hope this clears the air with you. And I promise to never type online after talking to that WITCH again. I was trying to getting online to relax. 

You have my most humble apologies!

Eamon
 
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Heavy Impact,

Please let me say I am sorry for the way I wrote my response! I had just got off the phone with the mother of my 30-year-old daughter the same women that divorced me 26 years ago. Somehow to this day, anything in the world that goes wrong is my fault. I am truly sorry that you were the next person in line!

I completely agree with the way you managed your business. You must have done a great job you were there for 18 years. I did my best to do the same. One of the companies was number one in sales and service on Fortune 500 in the mid-'80s.

I too have waited for slug liners and a Crown forever. My wildcat slug liner finally showed up this last week. I now believe it is how FX markets. They announce something and then release as they announce the next item at the next show.

Really the fault lies with the retailer in this case Utah. I like Utah very much. However, that is just wrong!

This should run back up the flag pole with FX USA until something is done with their disturbers. FX USA should have a huge problem with this type of customer service.

If no satisfaction can be received then no more business for FX till they get it right. Now they are not pleased.

I think you are getting the runaround and your time like all of our time is valuable. You did nothing wrong and certainly do not deserve this after spending your hard earned dollars.

I hope this clears the air with you. And I promise to never type online after talking to that WITCH again. I was trying to getting online to relax. 

You have my most humble apologies!

Eamon
Click to expand...


If it makes you feel any better I divorced mine 28 years ago and got everything. (attorney fee $175 total) She sent me a child support check for 18 years to remember her by.

Stand for what's right and fight the good fight.

Best regards,

James

Edited for spelling.
 
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