- Apr 25, 2021
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Hello everyone,
This post is not a “bash” but intended to share the facts about my recent purchase of a new PCP air rifle from Utah Aitguns, with my fellow Forum members.
Please take from this what you wish.
I placed my order via the internet on Utah Aitguns website on 01-15-2023. My purchase was for a new AirMaks Katran Long .177 caliber, a picatinny rail adapter and an extra magazine for a total price of $1,645.72.
On 01-23-2023 I had not received any form of information about the order so I placed a call to them. I was told the reason for the delay was because they were doing a complete testing and tuning of the rifle before shipping.
The rifle was finally shipped via FedEx on 01-25-2023 and arrived on 01-29-2023 late that afternoon. When I took the rifle out of the case I noticed that the cylinder was completely out of air. Also inside the case was a information card from Utah Airguns with the serial number, what pellet was used for the testing and a “check mark” showing that it had been AIR TESTED and the technician signature.
I gave the gun a good cleaning and visual inspection and then filled the cylinder up to 225bar, it is rated to 250bar. I then shot two full magazines of pellets and placed it in a gun rack. The next morning early ( 1:30am ) I look at the gun and noticed the cylinder was completely out of air again so I filled it up to 225bar. Around 7:30 that same morning I decided to set up my 25 yard range and shoot the new rifle and noticed that the cylinder gauge was reading just above the 50bar. This time I filled the cylinder up to 250bar and sat and watched the pressure gauge drop down to 200bar in only 20 minutes.
I called Utah Airguns at 11:am their time and spoke with Travis Fish and gave him all of the details. His response was simple to “take some photos and attach to an email to their service department”. I did exactly that and sent the email with 15 minutes. Around 1pm their time I called the service department to follow up on my email and was told the technician would call me back. At 1:30pm their time I called again and “requested” to speak with someone about the problem. I don’t know who I was talking with but he started asking me all the questions that I had already told to Travis Fish and was detailed in my email. He said he would email me a return label with all the required instructions. Around 2:30pm their time I did receive an email and the information.
The next day I sent the rifle back to Utah Airguns and I tracked the shipment to confirm that they received it OK. Several days after they had received the rifle I called and spoke with a technician who was doing the repair and he told me that the problem was a seal under the Pressure Gauge that was most likely caused at the factory.
Then I received the rifle back after the repair work, and I sent the following email to them:
Hello, Utah Airguns
I just received the AirMaks Katran Long air rifle back from your service department. I had returned the rifle because the air cylinder would not hold air, and the pressure was 240 bar when I received it today. I will not shoot it for another 24 hours to confirm that the repair is good and the cylinder is holing air OK.
I am so extremely disappointed that there are three ( 3 ) bad scratches on the rifle that were caused by your service department. These scratches were not on the rifle when I took the required photos that accompanied the rifle when returned to you. Please see the attached photos that I just took of the rifle when I removed it from the case.
Photo#02-13-2023.5 Scratch
Photo#02-13-2023.8 Scratch
Photo#02-13-2023.9 Scratch
I did not receive a reply to this email. Two days go by and I sent a second email and a day later received this reply from them: “So sorry to see this has happened to your new rifle. Unfortunately we don't have a replacement part to send in place, but we can offer you two tins of pellets to try and make it up to you for your troubles.”
ThomasT
This post is not a “bash” but intended to share the facts about my recent purchase of a new PCP air rifle from Utah Aitguns, with my fellow Forum members.
Please take from this what you wish.
I placed my order via the internet on Utah Aitguns website on 01-15-2023. My purchase was for a new AirMaks Katran Long .177 caliber, a picatinny rail adapter and an extra magazine for a total price of $1,645.72.
On 01-23-2023 I had not received any form of information about the order so I placed a call to them. I was told the reason for the delay was because they were doing a complete testing and tuning of the rifle before shipping.
The rifle was finally shipped via FedEx on 01-25-2023 and arrived on 01-29-2023 late that afternoon. When I took the rifle out of the case I noticed that the cylinder was completely out of air. Also inside the case was a information card from Utah Airguns with the serial number, what pellet was used for the testing and a “check mark” showing that it had been AIR TESTED and the technician signature.
I gave the gun a good cleaning and visual inspection and then filled the cylinder up to 225bar, it is rated to 250bar. I then shot two full magazines of pellets and placed it in a gun rack. The next morning early ( 1:30am ) I look at the gun and noticed the cylinder was completely out of air again so I filled it up to 225bar. Around 7:30 that same morning I decided to set up my 25 yard range and shoot the new rifle and noticed that the cylinder gauge was reading just above the 50bar. This time I filled the cylinder up to 250bar and sat and watched the pressure gauge drop down to 200bar in only 20 minutes.
I called Utah Airguns at 11:am their time and spoke with Travis Fish and gave him all of the details. His response was simple to “take some photos and attach to an email to their service department”. I did exactly that and sent the email with 15 minutes. Around 1pm their time I called the service department to follow up on my email and was told the technician would call me back. At 1:30pm their time I called again and “requested” to speak with someone about the problem. I don’t know who I was talking with but he started asking me all the questions that I had already told to Travis Fish and was detailed in my email. He said he would email me a return label with all the required instructions. Around 2:30pm their time I did receive an email and the information.
The next day I sent the rifle back to Utah Airguns and I tracked the shipment to confirm that they received it OK. Several days after they had received the rifle I called and spoke with a technician who was doing the repair and he told me that the problem was a seal under the Pressure Gauge that was most likely caused at the factory.
Then I received the rifle back after the repair work, and I sent the following email to them:
Hello, Utah Airguns
I just received the AirMaks Katran Long air rifle back from your service department. I had returned the rifle because the air cylinder would not hold air, and the pressure was 240 bar when I received it today. I will not shoot it for another 24 hours to confirm that the repair is good and the cylinder is holing air OK.
I am so extremely disappointed that there are three ( 3 ) bad scratches on the rifle that were caused by your service department. These scratches were not on the rifle when I took the required photos that accompanied the rifle when returned to you. Please see the attached photos that I just took of the rifle when I removed it from the case.
Photo#02-13-2023.5 Scratch
Photo#02-13-2023.8 Scratch
Photo#02-13-2023.9 Scratch
I did not receive a reply to this email. Two days go by and I sent a second email and a day later received this reply from them: “So sorry to see this has happened to your new rifle. Unfortunately we don't have a replacement part to send in place, but we can offer you two tins of pellets to try and make it up to you for your troubles.”
ThomasT
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. Should you have to do that ? No but then again I think that would have been the better outcome.