Called x2 last week, to check on a pre-ordered rifle I paid for on 12/15. 1st time, I asked for the rep I had been working with, and was asked to call back later. 2nd time, I got VM, and left a message. I have not received a call back. I had paid a $300 deposit, shortly after the Mavericks were released, but I got a call from the rep on 12/15, saying that they had the Maverick VP, and were ready for full payment so they could prep & ship. I was also told the gun would ship the next week. I called about a week ago, to see if something unexpected had happened to delay the order. Confused as to why they would have me pay the balance on the $1600 order, not ship the gun for three weeks (and counting), and then blow me off when I call to get an update. I noticed another recent thread here, where similar problems have been experienced by others. It's looking like I may have to make the difficult decision to cancel the order, and start over with a vendor who is able to conduct business with a modicum of service.
- Much like Google Reviews - members are allowed to create (1) unique thread for each vendor/manufacturer. You may "edit" your thread at any time to reflect any changes.
Utah Airguns...?
- Thread starter phm14
- Start date
I’ve bought 2 FX airguns from UA and the experience was rough both time. My latest is a .25 cal Impact MK2 with 700mm barrel. Took them 8 weeks to fill the order. They’re bad about not responding to emails or voicemails.
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I cancelled the order, and let them know why, via email. Their only response was "You want to cancel all items?". Seems they are consistently incompetent. I think I can stay happy with my dream tact for a while, and when it is time for another rifle, I'll check this board before choosing a shop. I don't know anyone who appreciates having their time wasted.
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I have purchased two FX guns from UA, both orders had issues with missing / damaged (improper packing) or incorrect accessories; requiring additional overnight shipments on their dime. They handled both issues quickly and without question. I am satisfied with their resolution, though I freely admit I have stopped myself from purchasing additional items on two occasions since. I have pause in ‘pulling the trigger’ again to avoid the high likelihood of order issues.
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Now waiting on FX magazines for nearly a month. If they reply to emails it’s very slowly. If you don’t get through to a human, any voicemail is never answered. In the past couple of months I’ve bought over $4K in gear only to wait and wait and wait. I just ordered another >$2.2K gun and I placed this order was with Palm Beach Airguns. UA and I are done for now... They do a lot to support the sport but, I’m really disappointed with their service. And as a result, they just lost a $2.2K order...
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I had a good experience the one time I ordered from Utah Airguns. However, If I were in this business, I would have someone checking these forums and responding to the complaints. I assume they are making enough money to neglect that??
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Update:
Well, I have just recently discovered UA isn't thoroughly inspecting / testing products prior to shipping, my opinion. While there is a little card filled out with the gun, a rather blatant manufacture defect seemed to go unnoticed. I contacted them requesting assistance and they simply responded to reach out to FX USA as issue is manufacture defect. They did apologize, "we are training new staff due to high demand". Email correspondence remained unnamed throughout, no idea to whom I was corresponding.
Overall: sloppy inspection / tuning, poor customer service correspondence, issues with all orders purchased; though they did resolve the order issues.
Three strikes for me.
Well, I have just recently discovered UA isn't thoroughly inspecting / testing products prior to shipping, my opinion. While there is a little card filled out with the gun, a rather blatant manufacture defect seemed to go unnoticed. I contacted them requesting assistance and they simply responded to reach out to FX USA as issue is manufacture defect. They did apologize, "we are training new staff due to high demand". Email correspondence remained unnamed throughout, no idea to whom I was corresponding.
Overall: sloppy inspection / tuning, poor customer service correspondence, issues with all orders purchased; though they did resolve the order issues.
Three strikes for me.
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I do agree, that when spending that kind of money, I prefer issues to be found by the dealer first, and have them deal with it with the manufacturer. Every one is different though. I saw a post months back where a guy was complaining that by the dealer shooting his gun prior to shipping, he felt he was getting a "used" gun. I myself not only want the dealer to shoot it, I insist on it. Not only that, I want them to air it up to max and let it sit, not overnight but for 3 days. If it leaks, don't send it to me. I also have the dealer do any mods (power mods (plenum, TP's), adjust the trigger, correct known issues (C3 bumper), in the case of FX, swap out the gauges for Wika, and tune to my projectile of choice.
I think the problems are due to several things. First, customers want to buy a gun and have it in three days. Second, dealers profit margins are fixed, due to MAP. Shop around, how much difference in price do you see from dealer to dealer on most "stock" guns? When another dealer is willing to sell cheaper and the customers flock to them, and everyone will make the same profit, what's the incentive to check the guns and provide additional service for no more profit?
I don't want a gun that goes to the dealer, and they take it off the shelf, and re-ship it to me. I want more, and am willing to pay for it in both time and money. The first time you have to pay to ship a $2000+ gun two ways, insured, deal with the manufacturer,and be without your gun, sometimes for months, you will find the time and money upfront well spent. In a way, we, the majority of the customers, are victims of ourselves.
I think the problems are due to several things. First, customers want to buy a gun and have it in three days. Second, dealers profit margins are fixed, due to MAP. Shop around, how much difference in price do you see from dealer to dealer on most "stock" guns? When another dealer is willing to sell cheaper and the customers flock to them, and everyone will make the same profit, what's the incentive to check the guns and provide additional service for no more profit?
I don't want a gun that goes to the dealer, and they take it off the shelf, and re-ship it to me. I want more, and am willing to pay for it in both time and money. The first time you have to pay to ship a $2000+ gun two ways, insured, deal with the manufacturer,and be without your gun, sometimes for months, you will find the time and money upfront well spent. In a way, we, the majority of the customers, are victims of ourselves.
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Just to play devils advocate.... What other products do you buy where the dealer has to do a quality inspection of EVERY product they get from the manufacturer. Sure, people need to tighten up but it should start in North Carolina. AOA is probably laughing their butts off reading this thread
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Thank you for your input. Following appropriate chain of command, the vendor is the last quality control check; therefore, the starting point for communication. The ‘vendor’ advertises and markets this, as a selling point-of-service. Yes, the USA distributor, whom also failed appropriate QC (promoted as well) is next up the line. Communication has been attempted, no response as yet. The factory defect originated overseas not in UT, undoubtedly. Unfortunately, this particular defect would have physically prevented any ‘complete tuning’ of the airgun, without significant disassembly (i.e. nobody tuned the gun). To me, this indicates no QC is occurring either in NC or UT.
As a consumer, I merely hold those accountable for which they ‘market’ as a provided service. If it were merely a dent in the shroud....
As a consumer, I merely hold those accountable for which they ‘market’ as a provided service. If it were merely a dent in the shroud....
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Im a little disappointed also paid for a maverick dec 2 and still have not received it, though i dont think its utah airguns fault. If you look around nobody has 1 and everybody that is listing an arrival date keeps pushing that date farther down the road. Its a shame cause i dont think fx expected the demand and should have had more stock ready on intro of the gun
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Interesting, I bought 2 FX from them and both times were fine. Actually on my last one I was told the wait will be between 8-10 weeks! Then a week later the gun magically showed up! Have not had a bad experience with them yet and they ship super fast if things are in stock. That and Fedex consistently delivers the orders in 2 days make them my go to airgun dealer. Every time I called during business hours I always spoke to a person and happy with their customer service.
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