This is not a response that we like to make, but since there are some significant issues brought up by the original poster, we will address those issues as have been alleged.
The consumer's initial contact occurred on or about Dec 11th.
Our Business Hours are as follows: Monday through Friday, 8:00 AM to 5:00 PM Central Time Zone
Our Telephone number is: (479) 646-4210 Our email response to the initial contact is as follows:
"Please write on your form: “XXXX authorized the replacement of this gun with the Ruger Mark IV, SKU: 2244245”
Here is the gun If you would like to take a look at it. It’s basically a newer improved version of the buckmark.
https://www.umarexusa.com/2244245" The consumer sent in the item, as instructed, with the note on the return form.
This note was needed because the customer was not able to provide their receipt for the purchase as required by our return policy* and the item they had purchased was not available for replacement. *
https://www.umarexusa.com/shipping-returns Yesterday, Dec 20th, the following communication was emailed to the Service Department:
"The buck mark urx pistol.
>
> You are the person I spoke to originally and thank you for emailing
> the return form.
>
> When a call is terminated before it rings, the number is blocked. I
> used the landline after failed attempts of using the cell and the call
> went through.
> After sending the angry email, now I can successfully call your number
> using the cell.
>
> I was expecting a more professional response, like an apology for the
> trouble. Instead, this whole experience of terminated calls was
> condoned by you when you denied my phone being blocked. Very unprofessional!
>
> If customer service is short handed, maybe the company and consumers
> would benefit from Umarex investing in an automated system that allows
> consumers to track their orders/returns instead of blocking numbers to
> ease the call volume. Win win situation.
>
> After purchasing a defective airgun and customer service not readily
> available, you can count on no future purchases from me. I was
> interested in the safety glasses and a better airgun down the road but not anymore.
>
> If I receive the replacement, thank you. But I don't expect it and
> I will chalk this up as a lesson learned." The Service Tech Responded:
"Hi XXXXX,
> Nobody has blocked your number. I don't know why you can't
> call us, but i can assure you that nobody here has the ability to
> block your number.
> If we received your product on monday, then it takes a day or two for
> us to receive it here in the service department.
> If you want to tell me what model of gun it is, then i will make sure
> it's taken care of properly.
> These things take time, we apologize for any inconvenience this may > have caused, but it isn't instantaneous." Since the follow up email was not sent directly to the Tech, but to the Consumer Service Department- his response is vague in its specificity to the customer and the product sent in. However, it is accurate in, 1.
We have not in the past, nor in this case, ever found it necessary to block a customer's phone number from contacting our facility. 2. Once an item is delivered to our building, it is first sorted by the warehouse personnel, then is taken back to the service department. The deliveries arrive here in the afternoon and, once those items destined for the service department are dropped off with them, those items are opened, classified, and put into their respective areas for evaluation in the last hours of the word day.
Depending on volume, an item can be processed completely as quick as 48 hours from it's arrival in our facility. If there is a weekend, holiday, or heavy volume of work in the Service Department, this can extend the processing time.
During the holiday season, the service department workload is elevated, typically in the weeks preceding Christmas and, certainly, the weeks post-Christmas.
In summary: 1. We do not block phone consumer's phone numbers. Calls are answered during business hours. Notwithstanding communications issues beyond our control, you will get a human when calling during business hours.
2.
The customer's claim was accepted at face value on the phone as they were not able to provide documentation of purchase in the initial contact and a promise of service was made to the consumer. (This is noted as it is over and above what our stated policy authorizes) 3. The return shipment, presumably, was promptly sent out from the customer to our facility. Normal shipping times from certain parts of the country are 4 to 5 business days.
4. Since we do not accept deliveries on Saturday or Sunday, items sent to our local distribution hubs on the weekend are held for delivery to our facility until Monday (assuming no holiday).
5. The item was received into the building this week (Dec 18th-21st) and forwarded to the service department for processing.
6. Once turned over to the service department the product was evaluated.
7. (In this case) An order will be sent to the warehouse for fulfillment. Once filled, it will be shipped to the consumer.
From the time the original product was sent to us until the time the consumer receives the replacement product will work out to be about 11 business days. This is well within reason as there are two weekends and two shipping service holiday days in this span. While we do not deny that communications outages can and do occur, we vehemently deny taking steps keep any customer from contacting us by phone. 
