7/14 - Package arrives. BBs are not bio-degradable and the gun is missing a part. We plugged in the rechargeable battery and set off an email to customer support:
7/15 - We are on vacation and discover that the battery charger doesn't work.I think that I am missing a part the my gun. In the picture on the box
there is an aiming device that goes on the top of the gun. It is a small
cylinder with a small triangular cut out. I think that it is supposed
to be in the box and something that I attach to the gun. There were no
separate packages in the gun's box.
I also think that I was sent the wrong BB's. I ordered biodegradable
BB's and can find no indication on the package that these are, in fact,
biodegradable.
Thanks for your time.
7/16 - received this email from AirSplat customer support:
Notice that they offered to send the missing optics if we like!Thank you for contacting Airsplat.
We sincerely apologize for any inconveniences and are disappointed to learn
of the difficulties you have experienced.
If you like I can have the Optics that are missing sent out for you; the
BB's you received were in fact not the Airsoft Elite 6mm .2g 4000 BIO BB's.
The BB's sent were KSC .25g 3000 6mm, you where not charge $16.00 but rather
$11.00 for the alternative BB's due to the fact that the Airsoft Elite 6mm
.2g 4000 BIO BB's are out of stock.
Thank you for choosing Airsplat and please feel free to contact us with any
additional questions or concerns.
7/17 - We return home to find the above email. We respond:
Yes we want the missing optics, that was one of the two reasons we contacted them about the order.I really wanted the biodegradable BB's that I ordered, not the standard
BB. Can you exchange theses for the biodegradable? Since the ones that
I ordered are out of stock, can B2-5000-BIO
<http://www.airsplat.com/itemdesc.asp?ic=B2-5000-BIO>
<http://www.airsplat.com/itemdesc.asp?ic=B2-5000-BIO> be sent instead?
In addition, I have found that the charger for the battery for the gun
doesn't charge the battery. Can a replacement be sent? Please send the
missing Optics for the gun as well.
Thanks
7/20 AirSplat's response:
Are you kidding me? I wonder if that logic would work with a "90 days - same as cash" deal! Notice that they don't even acknowledge the problem with the battery charger or the Optics. So now I'm really aggravated, as my next email shows:You actually received what you had ordered. These BBs are in fact
biodegradeable, but are not marketed as such since they take several years
to degrade as opposed to several months.
Please feel free to contact us with any additional questions or concerns.
7/22 - It did take two days for me to respond, although if I had responded earlier, it probably would have been profanity laden:
7/22 - AirSplat's Response:The BBs that were sent were substituted without permission. We wanted the
BBs that degraded in several months. We wanted 4000 BBs. We wanted .2g
BBs, not .25g. They are not what we wanted and we do not want to pay for
them. Frankly, I find the fact that it was even suggested that we received
what was ordered was ridiculous. You also failed to address the charger
issue. The charger that came does not charge the battery. The LED on the
charger does not light and an electrical meter test on the charger indicates
that the charger is not functioning. Finally, the initial message also
indicated that a gun sight was not shipped in the original package.
Airsplat's first response indicated that the sight could be sent if we
desired. We replied that we would like the sight sent, but have not
received an indication that it was ever shipped.
I noticed a recent Airsplat tweet touting 0% negative feedback on Amazon for
the past 30 days. With customer support like this, I would not expect that
string to last much longer. I will, however, give you a chance to fix this
before breaking the string myself.
Well, apparently being aggravated gets results! We wait for the shipment, although we don't really hold out any hope that they sent the missing sight.Dear Customer,
We will have the Airsplat Bio BBs as well as a replacement charger sent out
to you shortly.
Please feel free to contact us with any additional questions or concerns.
7/29 - Shipment received. Bio-degradable BBs and a fancy new charger! No gun sight.
Now I'm at least somewhat satisfied, and I figure I'll get back to them on the missing sight. The battery doesn't seem to charge right and we have problems with the gun. We get it to work intermittently but by 8/11 it won't function at all. AirSplat has a 30 day return policy, but this process has been so painful, I mistakenly believe it has been longer.
8/11 - We again contact AirSplat support:
Ok, my sense of time stinks, but they can see from the email history that we have only had the working charger for two weeks:Thank you for sending the replacement charger and BBs. However, the first
thing that was requested was a sight that was supposed to be with the gun.
You offered to send the sight, but that seems to have been dropped while
handling the other issues. You can find the sight issue at the bottom of
this email thread.
Unfortunately, I am having trouble with the gun. The charger seems to be
charging the battery (a volt meter indicates that the battery has power),
but the gun will not fire. Is there any way the gun can be exchanged?
Although we are beyond the initial 30 days, we did not have the ability to
test the gun because of the charger issues that were only resolved a couple
of weeks ago.
8/12 - AirSPlat's Reply:
Great, you've told me what we discussed in the first email....the gun is supposed to have a sight. It's at least they aren't going to charge for the repair right...but wait, how do we go about getting the repair?Hello
We are thankful for your patronage with AirSplat.com!
We are sorry to hear of the troubles you have experienced and sincerely
apologize for any inconvenience it may have caused. It is never our
intention to inconvenience our customers.
Regarding your concern, at this time the only offer we would be able to
offer is to have you send the gun in for repair and not charge you the
service fee because the warranty has expired. Please advise. Concerning
the optics that you were missing I believe you are inquiring about the
EG706, correct? If this is the case your gun does come with a sight.
Trust that at Airsplat.com, we take pride in working closely with our
customers to ensure the highest level of service. Please let us know if
there is anything else we may assist with.
8/15 - Another email to AirSplat:
8/17 - AirSplat's response:Considering that we were unable to test the gun due to the charger issue, I
am disappointed that you are strictly adhering to the 30 period while
knowing that it was impossible for us to test the gun without a charged
battery. However, if that is our only recourse, please send us the
information on how to go about sending the gun in for repair.
Oh, and I forgot to mention that each response from AirSplat has this attached to the bottom:Thank you for the update.
Repair fees are as follows for various models:
1. Full size spring $29.95
2. Full size gas $39.95
3. Full size electric $49.95
Repair fees quoted are for inspection and minor repairs. Major parts or
replacement parts will be additional.
Please feel free to contact us with any further questions.
I have yet to figure out why they want all email history retained, because they obviously don't read it! It did make it easier to create the timeline, though.PLEASE EMAIL FROM REGISTERED EMAIL ADDRESS WITH AIRSPLAT.COM & RETAIN ALL
EMAIL HISTORY WITH YOUR ORDER # IN THE SUBJECT LINE TO PREVENT DELAY.
