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Hatsan Customer Service

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9Qm3

Member
Jun 12, 2019
83
0
Virginia
Hello all...

I am in the process of returning to Hatsan for service my Flash QE. I'm not planning on going into details of the issues with the gun itself (unless enough folks are that interested); rather, I want to relate my first-time experience with both Hatsan in general and their Customer Service specifically. So I'll be adding to this Topic as this effort progresses.

For now, I'm awaiting final confirmation from the service people at Hatsan regarding what all to ship with the gun, etc.

Even at this early stage, I do have some things to share, and again, I plan on posting updates as this effort progresses.

Let me state at the outset that I contacted Pyramyd Air, from whom I purchased (new) the Flash QE. The purchase was outside of all of their available "return," "exchange" and/or "refund" windows. And since PA does not service Hatsan equipment, it was suggested I contact Hatsan.

I first contacted Hatsan via their website's Contact page. Later that same day I received an e-mail response. From that time until now we've exchanged several e-mails on this topic. So far they've been both relatively prompt, thorough and helpful. As I said earlier, I'm now just waiting on them for some final confirmation on one or two issues. I expect to get the gun out to them yet this week.

They told me that it should be just either side of one week from the time the gun arrives and the time they get to work on it. So I'm hopeful that I'll have it back within 3 weeks of me sending it out.

Again, I'll update this Topic as this effort continues.

Thanks.
 
9Qm3- good to know Hatsan is taking care of your issues, and thanks for posting up and letting all know. There’s another post on here where there are some hatsan haters, that’s cool, to each their own, but when told to a newbie who knows nothing about vendors and their companies, it just doesn’t start things off well. Just in the last few weeks I’ve had to contact Hatsan on a compressor issue. First one were my switches fried, and I decided to actually just make a phone call, and Sean at Hatsan USA answered in two rings. Two minutes of talk discussing the problem, he assured me it’s not a worry item, and new switches were being sent.

Then there’s yesterday, I sent an email on my compressors gage needing replacement, got a response this afternoon saying a new one was on its way. How cool is that?

Theres probably 8 other times I’ve contacted them, not all about warranty issues but also to buy parts, and I’ve never had a problem, ever. So when I see someone just so ticked off over Hatsan’s customer service, it makes me wonder, about the “two sides to every story” saying.
 
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9Qm3- good to know Hatsan is taking care of your issues, and thanks for posting up and letting all know. There’s another post on here where there are some hatsan haters, that’s cool, to each their own, but when told to a newbie who knows nothing about vendors and their companies, it just doesn’t start things off well. Just in the last few weeks I’ve had to contact Hatsan on a compressor issue. First one were my switches fried, and I decided to actually just make a phone call, and Sean at Hatsan USA answered in two rings. Two minutes of talk discussing the problem, he assured me it’s not a worry item, and new switches were being sent.

Then there’s yesterday, I sent an email on my compressors gage needing replacement, got a response this afternoon saying a new one was on its way. How cool is that?

Theres probably 8 other times I’ve contacted them, not all about warranty issues but also to buy parts, and I’ve never had a problem, ever. So when I see someone just so ticked off over Hatsan’s customer service, it makes me wonder, about the “two sides to every story” saying.
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Well, like I said: so far, so good. Got the gun out the door yesterday, and am hopeful that I'll have it back no later than Nov. 10. Already the neighborhood pests have been out more than usual. I guess they saw the delivery truck take it away....
 
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Hatsan e-mailed me on October 30 with an update and some questions. As it happens, I did not see the e-mail until November 8. (Not Hatsan's fault.) In that e-mail they indicated that they found nothing on the gun itself that would explain the "leak." Also, they suggested that either a "Foster adapter or Foster quick disconnect on fill system is where the leak is occurring."

Receiving the e-mail when I did, I did not respond in a timely fashion to their queries and requests. Waiting a week or so, they apparently gave up on hearing from me and so shipped the gun back to me. It's not here yet, but due back soon.

So, where to start....

First thing is that I was very late in responding to their e-mail. Again, not their fault. I figure that sending back the gun "as-is" was perhaps about all they could reasonably do. I'm not happy with that, but I have only myself to blame.

Second is the fact that they made two statements of error in that e-mail.

The first was that I sent more than one "fill probes." In reality, I sent only one (that's all I had).

The second statement of error was that the gun was having an issue with leaking. Truth be told, from the outset I stated the issue was "getting air into Flash," and that the pump I have "puts air out the probe with seemingly no issue." Apparently I was somewhat unclear about this in my initial contact, so I restated it as clearly as I could, that being that a leak is NOT the issue; rather, getting air INTO the Flash QE is the issue.

So, with Hatsan's October 30 e-mail about "the leak," I'm not sure what to expect when the gun gets here.

More information coming....
 
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As it happens, Hatsan states that they replaced my fill probe (the one that came from PA and which has been used only with the Hill MK4 pump to fill the Flash), and filled the Flash with both it and their replacement one. In neither case were they able to "replicate the issue" that I had described to them.

So, it's all so very confusing to me. But I guess a fill probe CAN seem to work properly when not connected to anything (other than the pump, obviously) but fail to work properly while connected to a gun.

I also don't know if Hatsan returned my original fill probe. I hope they did, as I'd like to see what differences there are in both design/appearance and function.

Truth be told, I am really disappointed that I didn't get their October 30 e-mail any sooner. (Again, not their fault.) But I did not expect them to get to the gun within 24 hours of receiving it, much less get out an e-mail to me that soon. From that perspective, I absolutely give them a five-star rating (even though their verbiage didn't exactly line up with what we had previously discussed).

Now it's a matter of getting the Flash home and going through the fill process, for it now seems that if there is an issue, it lies with the Hill pump. I hope that's not the case, but I'm running out of equipment.

I'll post again...probably next week some time.
 
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A final wrap-up.

Hatsan received the Flash QE on October 29. The next day they e-mailed me with the results of their work: they found no issues with it. They state that they used two probes, the one I sent and had been using and one of their own, both of which were used to repeatedly fill the cylinder. No issues.

I note that I sent the Flash QE to them as a warranty claim. I paid for shipping to get it there, but that was my only financial cost.

I am now working with PA to resolve what appears to be an under-warranty issue with the Hill MK4 hand pump.

But back to Hatsan:

1) the Flash QE was returned to me with the cylinder full of air, a nice touch;

2) Hatsan had not only done the work but e-mailed me with details of that work in barely 24 hours;

3) even though the Flash QE was NOT the issue, Hatsan not only sent their own probe back to me (along with the one I sent them), but they also did so without charging me for the return shipping, the probe AND their work.

As I told them: "In a day and age when getting a simple 'thank you' from a vendor is like pulling teeth, Hatsan's version of 'customer service' is a rarity, and a model."

The ONLY nitpicking I did with them is with the return shipping: the bolt handle/lever protruded out of the box and so was exposed. Nonetheless, it appeared to be undamaged and completely functional.

So, from my experience, Hatsan gets a 4.5 out of 5 possible stars. It all makes me glad to have purchased a Hatsan product. (The Hill MK4 pump is another question, but we'll see how PA does.)
 
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I know this thread is two years old, but I am having an extremely hard time dealing with Hatsan USA. They're famous for horrible service and I am pretty mad right now. I bought a refurbished NeutronStar .22 and upon arrival it was non-functioning. It had the so-called pre-owned checklist with it and honestly, I don't believe a word of it. The action doesn't cock. It just pulls and doesn't lock. I've taken the advice on their site and from you guys to adjust the trigger. I did all of that with no luck.

Trying to get a hold of them is impossible. I've filled out two RMA forms nearly two weeks ago and no response. Are they counting down the 90 day clock so I can't return it ? Anybody have any suggestions ? 

Thanks, Mike
 
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Lucky you...had to send my blitz in 4x and issue still unresolved , so I gave up. While waiting for my blitz the bolt screw broke on my flash.Emailed them several times and to this day 2 months later...Still NO response. I have 3 hatsan rifles and will never recommend promote nor own another Hatsan product due to their customer and service departments. I don't even take the working one out of the case.
 
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Yup, I hear you Doc, it's been about 6 weeks now since I contacted Hatsan for the sixth time, or so with STILL no response. I took Hatsan USA off my shortcut list and like you, I will NEVER buy another Hatsan product from them again. I told them so, as well, not that will make one bit of difference. I will try not to buy any Hatsan products for the working airguns I do still own, too. 

There are WAY too many good airgun companies that are willing to bend over backwards for customer service and I will support those guys. 

I ended up sending my Hatsan NeutronStar to fellow AGN member Rich Shar in Ohio, who also works side by side (but in separate states !) with Mike Ellingsworth, two well known guys in the circuit who are the GOOD GUYS. Rich said that whoever assembled my Hatsan not only assembled incorrectly, but used red Loctite instead of blue, so everything was welded together. There was NO WAY I would've known how to fix it. Rich has been nothing but AMAZING on this journey. He will hold the Hatsan for an extra week or two after the work is done just to make sure there are no leaks. THAT is customer service. 
 
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Well, the only one I know from first hand experience is Rich Shar. He's in Ohio and I'm in California. I sent him my Hatsan NeutronStar that was ALL MESSED up. They used red locktite instead of blue, and didn't machine parts correctly. It was NEVER going to shoot. He fixed it and it's on it's way back to me now. I paid shipping for both there and back because it's way cheaper to do it that way. He charged me a VERY reasonable price to fix it. He had a lot of time into it. He sent me photos of progress and kept me in the loop every step of the way through phone calls, etc.

If anyone wants his info, I'll ask him if it's ok to share it, but he's a member here. That's how I met him. He also knows Mike Ellingsworth, who works on Hatsan brake barrels. He's got a pretty good Youtube channel.
 
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Has anyone had contact with Hatsan lately?. I have a refurbished airtact 22 that will not autoset the safety when the breach is opened to load and one time it discharged when I closed it. I got the gun 8-8-21 and have sent a service request every day for the last month and have not heard back yet. I have several of their guns and like the brand but I am not at all happy with the current service. No one has returned a voicemail yet either. I dont like to use social media to get their attention. Can anyone shed some light on this for me
 
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Has anyone had contact with Hatsan lately?. I have a refurbished airtact 22 that will not autoset the safety when the breach is opened to load and one time it discharged when I closed it. I got the gun 8-8-21 and have sent a service request every day for the last month and have not heard back yet. I have several of their guns and like the brand but I am not at all happy with the current service. No one has returned a voicemail yet either. I dont like to use social media to get their attention. Can anyone shed some light on this for me
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NOPE !!!! I waited over two months to hear form them regarding my NON-FUNCTIONING Hatsan NeutronStar .22 that I got on their Hatsan_Refurbished deal with a supposed 90 day warranty. 

I will NEVER buy another Hatsan product form Hatsan ever again. I may need parts or see a deal but it will be on here, Ebay, etc, but not from them. 

That being said, I sent mine to Ohio to Rich Shar, who is a member. He kept me in the loop with EVERY STEP of the way. He was keeping me updated on a day to day basis. I live in California, so I bought a "round trip ticket" so to speak from UPS. It was only $25 each way, because Rich said going from Ohio to CA is $60 for some reason. He had it back to me in no time !!!

Rich had my Hatsan for a week in order to make sure there were no leaks, etc. He and his son put 500 rounds through it before sending it back. It is BETTER than new now. The trigger is buttah smooth, cocking can be done with one finger like an FX, and it was VERY affordable. What happened was whomever assembled my Hatsan used red Loctite instead of blue, and used the wrong parts. Rich had to drill out the damaged screws (which he included for me to see) and I couldn't be happier. 

He said it's OK to share his contact info with you. . So, it's Rich Shar at (330)853-9916 text or call. BEST money I spent on my Hatsan !
 
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I cannot find a telephone number to call Hatsan USA customer service! The one on the website is disconnected! I have two Hatsan Air Compressors. The TactAir Spark and the Volt. Neither one is working! I sent the Volt back for warranty service and it was returned quickly in working order. However shortly after receiving it blew the Burst Disk. And Hatsan will not send me a new one! I do not know what to do to fix this. I even filed a complaint with the Better Business Bureau! Of course, they brought up the recent service and said that was the issue! It is not! The TactAir Spark just quit on me and will not run! I sent it back three weeks ago and have not heard from them about it! their customer service is nonexistent!
 
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I cannot find a telephone number to call Hatsan USA customer service! The one on the website is disconnected! I have two Hatsan Air Compressors. The TactAir Spark and the Volt. Neither one is working! I sent the Volt back for warranty service and it was returned quickly in working order. However shortly after receiving it blew the Burst Disk. And Hatsan will not send me a new one! I do not know what to do to fix this. I even filed a complaint with the Better Business Bureau! Of course, they brought up the recent service and said that was the issue! It is not! The TactAir Spark just quit on me and will not run! I sent it back three weeks ago and have not heard from them about it! their customer service is nonexistent!
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... And you will never find Hatsan USA phone number. I have tried for the last two years, on and off obviously, and have deleted Hatsan from any emails, and I will NEVER support that company as long as they act like we are a thorn in their toe or the goo on their shoe and it's a nuisance. 

I will keep my beloved AT-44 but I will not purchase anymore from them in the future. There are WAY too many airgun companies bending over backwards for way less to help their customers. 

Good luck with your outcome and I think it's fair to say you'll have to look elsewhere to get them fixed. It sucks and I'm sure this didn't help you get any closer to finding their phone number. Mike
 
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