REDWOLF PROBLEMS: MARUSHIN XM177E2

[rdwing]

Alright, were to start

So, 3/16 or 3/17, I order a Marushin PFC XM177E2 kit. It arrived the 21st or 22nd, and I only work M-Th. Anyways, It's Monday morning, and I open up my nice box from Redwolf, and guess what I find. Not ONLY are some of the little plastic bags containing parts all open and spread out through the box, and I say, "Whatever" and I collect all the parts I can find and I proceed to start on the kit. I'm about 1/3 way through, and I go to screw in the stock tube, and it doesn't work! Upon further inspection, the threading is done totally wrong, the cut is too thin, and it is not spaced correctly. I tried to move on from there, but the pins that hold the body together are missing their little spring contraptions to keep them from falling out! Not only that, the damn thing is rusting!

 

So, send Redwolf an email this afternoon, but no reply. So I waited until they were open (I live in Cali, They are +16 hours from me), and I gave them a call. I spoke to Benny, and to say the least, RUDE, UNHELPFUL, and a little TWAT. At first he gave me the run around, "Blah blah, we can't do anything for you", so I pushed it. As some of you might know, I run NitroAirsoftwww.nitroairsoft.com, and if I had said half the things he had, I would have FIRED MYSELF on the spot. This is ridiculous.

Here are some fun quotes for you guys.

 

Best we can offer, please consider.

 

First of all, as you know, the problem is not ours. We did not create the problem.

We have fulfilled our obligation by taking your money and sending your product.

 

We can refund you, but deducting the missing or damaged parts, as well as shipping.

 

The case needs to be resolved by me, you cannot speak to anybody else.

Might sounds not acceptable, but I offered already. Not acceptable to my company, best we can do.

 

"I kindly suggest that you consider this, and that is the best we can offer."

 

Short of the long, my options are

a) Send it back to them, and they will refund my money, minus charges for the missing parts and damaged parts, + a 20% fee.

Send it back to them, and for the cost of parts, labor, and shipping, they will build my gun for me and send it back.

 

I don't think ANY of those are acceptable, do you?

 

So, after being on the phone with Benny for 54:31, I ask to speak to somebody else. A boss, supervisor, ANYBODY, and he flat out tells me, NO, I cannot do that, I am your representative and you can only talk to me! WOW. To add insult to injury, he says "This is the best I can do for you without losing money". LIKE I CARE. You should make the customer happy, who gives a hoot if you lose 20$. They say, a happy customer will tell 1 person, an angry one will tell many. As such, this situation is STILL un-resolved, and I am NOT HAPPY.

I rest my case for now.

 

Edit: Redwolf should pay ME for assembeling the gun, if I choose to return it. So Redwolf will bill me for the repairs, and I'll bill Redwolf for the labor to assemble it

 

 

EditEdit: Here are the email conversations between me and redwolf. Please note the reply to this email was sent more than 30 minutes after I got off the phone with redwolf.

 

-----Original Message-----
From: redwingfalcon@gmail.com [mailto:redwingfalcon@gmail.com]
Sent: Tuesday, March 26, 2007 10:57 AM
To: service@redwolfairsoft.com
Subject: Order Enquire,orderRefNum[07005712]

Hi.
I received my Marushin XM177E2 Dummy kit on 3/21, and I was just able to
finally sit down and open it today. I regret to inform you that you sent me
a factory lemon. I was already halfway through assembling the kit, when I
realized that some of the parts are not made to the proper specifications,
and that the kit is also missing some parts. Please let me know what we can
do to resolve this, can you send me another kit, or can we do an exchange
for another? Also, I have opened a paypal dispute (not a claim), just to
protect myself until this is resolved. Please not, I will close the dispute
as soon as our problem is resolved.
Thanks,
Jon

 

RedWolf Service <service@redwolfairsoft.com> 9:36 pm 
    to  redwingfalcon@gmail.com   
    date  Mar 26, 2007 9:36 PM  
    subject  RE: Order Enquire,orderRefNum[07005712]  
Dear Jonathan,

Thank you for your email.  I'm sorry to learn that there is a problem with
the item.  I checked with our technicians once again, and we come up with
the following suggestions:

1. you can return the item to us, and we'll install it into the gun and ship
to you.  There would be some extra charge for the parts and the shipping
fee, but we'll waive any restocking fee or labour fee;
2. you can give us the parts number of the missing and bad parts, then we'll
try to offer the new parts for you from the Japanese manufacturer, but this
would depends on whether the manufacturers have the stock, and this would
take some time for the whole process; we would also like to have an extra
payment on the parts and shipment;
3. if you do not wish to pay any extra, I can still offer you returning the
package to us, and we'll refund the amount deducting the bad and missing
parts.

Please kindly understand that these are the best options we can offer, as we
also have our difficulties, so please kindly consider the options, but if
you have some better suggestions you can come up with, please do not
hesitate to let us know.  Thank you.

Benny Chui
RedWolf Customer Service
RedWolf Airsoft Specialist Ltd
Unit A-C, 7th Floor, V GA Building
532 Castle Peak Road
Cheung Sha Wan
Kowloon, Hong Kong
T: +852 2857 7665
F: +852 2975 8305
E: service@redwolfairsoft.com

[DynamicRabbit]

We have fulfilled our obligation by taking your money and sending your product.

 

.....i'm quoting that.....

 

Well, redwolf just lost my business. Was thinking about going to AirsoftGI anyways. Thank you for letting us know of this airsoft blasphemy.

 

What a ######.

[rdwing]

First, my apologies to Redwolf for being a very picky customer, but I expect my stuff to be in acceptable condition when I receive it.

I called @ 11:05PM (PST) and was able to speak to the management, and it seems they will make it right for me. I think the point of this, Benny could use some serious customer service training. While I understand some points may be inherent in the culture, it is up to RedWolf to find good representatives. Unfortunately, when I speak to a CS Rep at RedWolf, they are the company at that point in time. Part of my anger stems from the mistreatment, like I said, the moral of this is to let RedWolf know it needs better customer service representatives.

 

For now, I consider my issue resolved. Mods: Please lock this thread.

Also, WHY can't I edit my first post!