What's With Customer Service These Days?

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jking

jking

Member
May 12, 2015
2,798
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Hobbs NM, United States
Seems like a re-occurring problem for me anyway that you call (multiple times) for help from companies, also multiple and I'm not singling out anyone but normally what I get is "all of our representatives are busy helping others" and that you can continue to wait or leave detailed message and someone will call you back..... YEAH RIGHT!! Some even have a chat box that you can try and they never reply to that either. And here's another pet peeve... Some of these companies that are so hard to talk to someone in person are also the ones that send out emails almost every day or they post up on AGN like they are one of the good guys. I've tried PM'ing them there and no replies either. Makes you really appreciate and want to support those companies that actually care to talk. What gets me too it's not like I'm trying to talk to tech support at Microsoft or the shipping manager at Amazon. These are much smaller companies and it's hard to imagine they can possibly be that busy. Rant over...

Jking
 
I completely agree, I bought a brand new regulator for a gun and it arrived damaged, not by the postal carrier. I called to rectify the problem and was abruptly cut off and told send it back which I did in hopes of a replacement. after a couple days I knew the reg was delivered to the dealer I text them to find out when I could expect a replacement I was told the damage was miner and there was no replacement only a refund? BTW the only dealer in the U.S...I told the dealer the threads were screwed up and I didnt want to force it on my gun and his reply was a sarcastic "I wouldn't want you to force it". sad thing is I spent over 2200.00 with this dealer. Heres a picture of the reg, what do you guys think

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1581867067_1828891105e49603b41f130.90114436_0200.JPG

 
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It is funny, I used to work at a call center for a small catalog company and we were trained to always give exceptional service and to try to work something out with the customers even if they were in the wrong. If they ever said something didn't arrive in the package or weren't satisfied with a product we would do our best to remedy the situation by sending a new item out or allowing the item to be kept and providing a refund. Management was on top of all the reps with audits and other things to ensure we were doing a good job. It was a small company that was trying to compete with things like Amazon/walmart and they always said customer service would bring people back and sure enough I would hear a lot of customers say that they shopped with us because we always did right by them. There isn't much competition in the airgun industry, thus these companies feel as though they can get away with subpar service imo. 
 
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I will say FX USA has gotten a lot better especially at responding through emails and I think that's the way they prefer it but if you need to speak with a tech in person that usually results in what I described in my opening post. FX will respond to PM's and Ernest is great about chiming in. Thanks Ernest and

Hatsan, from what I've seen and heard from others is right at the bottom. I've replied through PM to them and never had a reply. Surely the person/persons that post news from Hatsan that we see all the time see at PM notification pop up (maybe not). I've even tried there contact email to no avail.

So far PhoneSkope hasn't made contact with me after a couple of calls with the usual recording and also going through there chat link.

Pyramid Air is great at taking your orders and money online but they are also hard to get someone to answer the phone but yet they don't have any trouble sending me the latest greatest deals to my email almost daily. Not a big deal but I'll probably unsubscribe and have it sent to my junk.

Now I'm really done ranting.

jk
 
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What gets me is how people have began to expect poor service and make excuses for the poor service we receive. Then when someone tells of their unsatisfactory service and gets slammed. Rant over!
Click to expand...

Yep I'm one of them sry to say. I expect it. ole doom and gloom that's me,lol Sometimes I can be brutally honest,sometimes even with myself. I've become a pessimist. But if I were to take an honest look at my personal experience with customer service from a myraid of businesses from the last 2 years. I'd say more than 75% has been a positive experience and sometimes with positive results. AND the air gun industry has been better than say DYI stores and some service industries I've had dealings with.
 
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