Utah Airguns Support

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When I got my Caiman from Utah airguns and discovered it had a problem with a slowly declining velocity curve I got help but it took them about two weeks to respond to an email where I gave them a shot string that pretty much proved the gun was not functioning correctly. In those two weeks I had solved the issue. They sent me a return authorization which would have been at their expense. I thanked them but told them I had taken care of it. Their comment was that I had "voided the warranty". That's a common thing for retailers to say in a lot of industries but it ignores the law. The law is you cannot make a valid warranty claim for damage you caused or did. But I saved them the lecture since the issue was resolved.

I was not thrilled at two weeks to pay attention to an email but I can't really fault anything else they did. Different price class but when my Avenger leaked from day one Air Venturi did not offer to cover the shipping to send it to them. I bought it from Midway and they were hopeless. It was after that experience, and others fixing simple things on my PCP that I pretty much decided I want to just fix them, not send them back. If there is a gross issue I am sure I cannot fix that would be different. The Caiman is well made, it had been assembled poorly. I can fix that.

I cannot say great things about their speed of response but I can say they were always polite and spent time to be helpful. I would buy from them again.
 
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JimD said:
When I got my Caiman from Utah airguns and discovered it had a problem with a slowly declining velocity curve I got help but it took them about two weeks to respond to an email where I gave them a shot string that pretty much proved the gun was not functioning correctly. In those two weeks I had solved the issue. They sent me a return authorization which would have been at their expense. I thanked them but told them I had taken care of it. Their comment was that I had "voided the warranty". That's a common thing for retailers to say in a lot of industries but it ignores the law. The law is you cannot make a valid warranty claim for damage you caused or did. But I saved them the lecture since the issue was resolved.

I was not thrilled at two weeks to pay attention to an email but I can't really fault anything else they did. Different price class but when my Avenger leaked from day one Air Venturi did not offer to cover the shipping to send it to them. I bought it from Midway and they were hopeless. It was after that experience, and others fixing simple things on my PCP that I pretty much decided I want to just fix them, not send them back. If there is a gross issue I am sure I cannot fix that would be different. The Caiman is well made, it had been assembled poorly. I can fix that.

I cannot say great things about their speed of response but I can say they were always polite and spent time to be helpful. I would buy from them again.
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I have had the opposite experience with Utah. They are always quick to respond to my messages. When I send a message after hours, they respond first thing in the morning. Their quick response is one of the reasons I bought a DRS, Helix and Element rings in the past 2 months.

Air gun companies could avoid these issues with just a little effort. Paintball companies have learned decades ago to give the customer extra O rings with a brand-new gun.
Skout gives you enough O rings to rebuild the gun at least once.
Planet Eclipse gives you enough O rings to rebuild your gun about 10 times.
Hell! Even Chinese GX Compressors sent extra parts to service their compressor.
How much time, shipping costs and Aggravation could be saved by a $2 bag of O rings?
Any moron can fix an air gun BUT that moron does need the parts to do it.

I think Utah has the power/popularity to go to their manufacturers and force them to supply extra o rings with their guns. (2 of each. minimum) There is horror story after horror story about warranty/repair work on this site and most of it could be avoided on the manufacturers end. It is bad for everybody.
 
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Justaguy said:
I have had the opposite experience with Utah. They are always quick to respond to my messages. When I send a message after hours, they respond first thing in the morning. Their quick response is one of the reasons I bought a DRS, Helix and Element rings in the past 2 months.

Air gun companies could avoid these issues with just a little effort. Paintball companies have learned decades ago to give the customer extra O rings with a brand-new gun.
Skout gives you enough O rings to rebuild the gun at least once.
Planet Eclipse gives you enough O rings to rebuild your gun about 10 times.
Hell! Even Chinese GX Compressors sent extra parts to service their compressor.
How much time, shipping costs and Aggravation could be saved by a $2 bag of O rings?
Any moron can fix an air gun BUT that moron does need the parts to do it.

I think Utah has the power/popularity to go to their manufacturers and force them to supply extra o rings with their guns. (2 of each. minimum) There is horror story after horror story about warranty/repair work on this site and most of it could be avoided on the manufacturers end. It is bad for everybody.
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This very true and it really does seem dumb to not include and oring kit that costs literally nothing. The only rational reason I can come up with is if you receive an oring/seal kit with the item you just purchased, they are already telling you good luck with the so called warranty. Fix it yourself. I’ve had guns come with fill probe orings, I think even my DRS did. They are telling us we trust you to fix this, anything else is warranty work. We don’t want guns finally coming in for warranty work all hacked up because the owner shouldn’t be trusted with tools.
 
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I bought a fx air gun from another retailer and it arrived not working. They told me they would give me a refund ( hindsight being what it is, I should have took the refund) Utah Airguns were great to talk to, sent me a packing slip and I shipped the fx air gun to them for warranty service/repair. I was impatient and called them several times to get a status update on my gun. End result is it was right around 6 weeks before I got the gun back, repaired and tuned for the ammo I'm shooting. The gun is still a delicate $1800 flower that needs continual attention and fiddling to stay together and shooting.
So it took a while for them to get to it and get it back to me. But they were always polite and answered my calls/text. They have got my business since and will continue to get it.
 
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zerochance said:
Ah, that might be why. I will give them a few days and will try again. I bought an AEA SF Compact in .25 caliber. It was leaking around the regulator.
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They recieved my gun as well wouldn't answer the phone or text.
I told my wife that they must be having a match and sure enough they're hosting RMAC.
It is an incredible undertaking.
To appreciate it, go watch some of the RMAC videos from 2023. On YouTube.
👍
 
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So UA gave me a call and I spoke with Parker. We talked about the situation and concluded that they usually do replace the air guns if defective within 15 days of receiving it (besides FX and the more expensive air guns). Unfortunately, they do not have any in stock. Parker did say that they have the standard size in stock and that it'll be $50 more. I declined, because I wanted the compact version. He told me that he can give me store credit and use it towards any other air gun they have and to ponder on it. After pondering on it, I called Parker back and asked if they can fix it and I'll just keep it, but they don't fix AEA air guns. However, Parker did offer if I wanted to, they can send it to where they bought it from (The Pellet Shop) and see if The Pellet Shop can fix it. Ultimately, no cost to me, just a lot of waiting. Overall, I am happy that they have been very helpful and nice to me. I'm just in a bind... either wait for the gun to get fixed, or use the store credit and get something else. I have been eyeing the FX Maverick in .25. :sneaky:
 
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