Support for Airguns and Airgun Related Products. What's Important to You?

[Ezana4CE]

I am of the opinion that support is one of the hallmarks of online forums. It seems people join online airgun forums for different reasons, some for several reasons. Personally, I joined this site to learn and stayed for support and shared interests. These forums hold a lot of information, but new airgun companies are emerging and competition is ramping up with newer models and/or improved upon designs (e.g. bench rest with Karma, Skout, AAA airguns. Semi-auto airguns LCS then Western Airguns are competing with Huben). This pushes the forums to keep up as new companies introducing new guns spawn questions about their products. I think that innovation is great and it's interesting to watch advanced air gunners (that are often some sort of tradesman) blaze the trail on improving a platform. Reading their threads can be educational and at times overwhelming for the neophyte or not so mechanically inclined.

On the forums it is highly beneficial to be able to search, read, ask questions and receive responses. What happens when you don't receive the response that you're looking for and you need a manufacturer, distributor, or retailer to provide information, specifications, or confirmation on information and specs from outside sources? How important is it to you to have direct access to them to receive information? What are the most effective and dependable avenues of communication that you've found in communicating with manufacturers, distributors, or retailers concerning warranty, maintenance, or modification of your airguns or airgun related products? As a customer, how do you think that some manufacturers, distributors, and retailers can improve customer and product support?

 

[6gun]

I am of the opinion that support is one of the hallmarks of online forums. It seems people join online airgun forums for different reasons, some for several reasons. Personally, I joined this site to learn and stayed for support and shared interests. These forums hold a lot of information, but new airgun companies are emerging and competition is ramping up with newer models and/or improved upon designs (e.g. bench rest with Karma, Skout, AAA airguns. Semi-auto airguns LCS then Western Airguns are competing with Huben). This pushes the forums to keep up as new companies introducing new guns spawn questions about their products. I think that innovation is great and it's interesting to watch advanced air gunners (that are often some sort of tradesman) blaze the trail on improving a platform. Reading their threads can be educational and at times overwhelming for the neophyte or not so mechanically inclined.

On the forums it is highly beneficial to be able to search, read, ask questions and receive responses. What happens when you don't receive the response that you're looking for and you need a manufacturer, distributor, or retailer to provide information, specifications, or confirmation on information and specs from outside sources? How important is it to you to have direct access to them to receive information? What are the most effective and dependable avenues of communication that you've found in communicating with manufacturers, distributors, or retailers concerning warranty, maintenance, or modification of your airguns or airgun related products? As a customer, how do you think that some manufacturers, distributors, and retailers can improve customer and product support?

If their support people knew much about the products, and were transparent in issues it would help. I am NOT tooting my own horn, but it would be nice if they were more competent than me.

 

[Treefrog]

They could look to hire people with the love of the sport like Sierra, Hornady and others do. Train them up, then put them in product support.

Heck, Eric O of South Main Auto would be an awesome guy for the repair and modification videos that the airgun mfrs should be putting out. "If I can do it, you can do it." goes a long way when it comes to inspiring others.

Lastly, keeping the parts bins full for years so that the loyalists can keep their arms running would go a long way toward inspiring product loyalty.

Cheers,

J~

 

[Rizz01]

First and foremost, A company MUST have a phone number for me to call and speak with someone. Then the company must have courteous team members there to answer the phone. If the company is overseas in England or Turkey etc. I'm gonna call their rep/dealer here in the states.
Mostly, I rely on what folks have to say right here on this forum. I enjoy hearing about who and what has solved issues in the past.
My recent experiences:
JTS: EXCELLENT
Daystate/AOA: EXCELLENT
UX: HORRIBLE
FX/UA: GREAT

 

[BABz58]

COMMUNICATION from the point of purchase. To me having it in my hands and happy with the transaction.
Many take your money and then won’t communicate at all.

 

[Ezana4CE]

Support doesn't seem to be as important to many members. Perhaps this sort of indifference explains how companies with mediocre and poor customer and product support remain in business. Kudos to the companies that invest in their customers and products enough to take time and offer consistent support. I think that they deserve our money.

 

[Motorhead]

I seldom contact a manufacturer or there dealers over mechanical issues as nearly all issues are easily fixed and done so many times as an improvement over what has failed or found insufficient.
Indeed the membership on forums differ widely on skill sets and reasons for joining .... SHOOT ON !!!

Whats important ... PARTS if required and not having to order them out of country !!!!! if even able to order at all ?
Unless quality of the AG is 1st tier and maintenance is going to be seals & o-rings, it generally is never given a second look or owned.

 

[SilentSquirrel]

If every company marketing their guns in this country would model their customer service., technical knowledge, and (especially) parts availability after what existed at FX-USA we would have an industry changed for the better.

Note please this is not a push for air guns made by FX (can-o-worms on AGN) but an acknowledgement of the stellar job FX-USA and Ernest Rowe have done.

Just my too scents
Edward

 

[6gun]

I seldom contact a manufacturer or there dealers over mechanical issues as nearly all issues are easily fixed and done so many times as an improvement over what has failed or found insufficient.
Indeed the membership on forums differ widely on skill sets and reasons for joining .... SHOOT ON !!!

Whats important ... PARTS if required and not having to order them out of country !!!!! if even able to order at all ?
Unless quality of the AG is 1st tier and maintenance is going to be seals & o-rings, it generally is never given a second look or owned.

Parts support, parts support, parts support!

Aea had such bad customer support and parts availability that I bought a manual lathe and problem solved their valve pin because there were none to be had anyhow and sold a few. The experience was so infuriating im soured on the brand forever

 

[Motorhead]

If every company marketing their guns in this country would model their customer service., technical knowledge, and (especially) parts availability after what existed at FX-USA we would have an industry changed for the better.

Note please this is not a push for air guns made by FX (can-o-worms on AGN) but an acknowledgement of the stellar job FX-USA and Ernest Rowe have done.

Just my too scents
Edward

There is a BIG DIFFERENCE in air guns "REQUIRING" service parts due to wear & tear or failures and Air guns that are made to "TINKER WITH" that generally come shy of set up ideally catering to the Fiddlers among us who feel the need to tinker and change stuff in a LEGO type process.
Years ago Benjamin Marauders fit this bill as there was a LOT of after market parts and pieces one could purchase, while at the same time factory support parts remained readily available. Many thought the investment was foolish .. History as we say.
More recent years another popular brand is following along in a similar trend.
* As to many Brands and models one can purchase, darn few support them after the fact leaving many to be left deserted if a repair or parts are required.

I'm not throwing stones here ... just stating factual truths.

 

[JimD]

I think a decent manual that illustrates and explains tasks nearly everybody will do plus parts availability at reasonable prices and lead times is the minimum and a lot of airguns fall short. If most issues were not solvable with an o-ring and/or silicone grease I would have been in trouble many times. Crosmans parts process is different with requiring a phone call but it worked well when I needed it.

With respect to overseas calls my tip is to get your phone on wifi and make the call. I've done it several times and never paid more than a dollar. The call goes over the internet so you bypass the steep charges.