GTA
Airguns by Make and Model => Hatsan Airguns => Topic started by: ACZan on October 03, 2016, 02:50:06 PM
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Hello Everyone,
Has anyone else out there had trouble contacting or getting a response from the Hatsan USA folks?
Thanks,
C.Z.
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I contacted Hatsan's customer service a few times and never had a problem reaching them or getting a response from them.
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AHMSA,
How long ago was that you were communicating with them? I am referring to more recently, in the past month.
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It takes them a day or so but I've had no problems.
Even got my Tactical stock from them in the past few weeks.
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I sent them an email last Friday got an answer back within a couple of hours.
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Hello Everyone,
Has anyone else out there had trouble contacting or getting a response from the Hatsan USA folks?
Thanks,
C.Z.
Just don't send them anything technical or complicated, they respond better to "it's broken" than details and they should respond given a little time. At least that's been my experience.
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Thanks for the info.
I submitted a request for parts using their website over a week ago. They weren't too bad in replying to my emails back a month or so ago. I have given up on phone calls. No one has ever answered any of the phone numbers or extensions. Now, it is if they just disappeared.
Requesting parts shouldn't be a complicated thing. It's an opportunity to make easy money for them. Would imagine they would at least send some kind of acknowledgement of the request.
As I have seen in some topics on this forum mentioning Rick Eutsler isn't a representative for them anymore. However, one of the numbers for Hatsan USA has a recorded message referring you to Rick Eutsler. Some of the topics in this forum indicated there were some issues with the service.
So, how does a person in the USA get replacement parts for a Hatsan air rifle if the Hatsan USA group seems to be temporarily closed. Are there any other options for ordering replacement parts? Did I make a mistake in buying a Hatsan air rife?
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Their parts department, in my experience, is not as good as their service department. The folks there have always been excellent to me.
Try filling out this form:
http://www.hatsanusa.com/warranty-repair/customer-service-form/ (http://www.hatsanusa.com/warranty-repair/customer-service-form/)
-Whirly
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Hey, thanks, Whirligig.
Didn't realize there could be a difference between the two departments. That could very well explain why I haven't received a response. I'll give that channel of communication a shot, and see if someone responds to that as opposed to the form for the parts request. Believe my numerous emails from them do indicate the service dept. is a bit quicker on the responses.
Have fun out there.
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I had a great experience with their service department. My replacement 95QE is a beauty. Having been in Customer Support for close to a decade now, I can say with confidence that Support versus Parts are often distinct departments. There may be different leadership in them, or maybe different guidelines for support. Either way, I have been happy with my dealings with Hatsan/HatsanUSA, and will continue to be a customer based on my experiences.
I cannot speak for others, as we all have different experiences. I also tend to be very proactive when dealing with this type of stuff, and am somewhat cordially confrontational. IE: demanding service, but doing so with pleasantries and a cordial tone.
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Anti-Squirrel,
... like that name. I have squirrels popping up like weeds in my friend's yard due to the six various nut trees in the his yard and vicinity. Could probably use an extra shooter. Season's second litter emerged along with the fall shuffle. Many on the move towards food supplies.
I am glad to hear that you had a good experience with them. Gives me hope that they will solve my situation. Rick Eutsler mentioned to me that Hatsan USA contacted me. But, I never received the email. So, there must be some sort of email issue causing the failure of the communication.
I also have varying experiences in customer support. So, I use the same approach you suggested. I firmly approach the issue with courtesy and tactfulness. Get more done that way. However, I can only seem to communicate with Hatsan USA via email. So, it can be frustrating at times.
Whirligig,
Looking back at the form I sent over a week ago, it was actually a service request generated from the page of the link you recommended. The hyperlink on the parts page redirects you to the service request form page. I submitted another request on that service form to let them know I have not be receiving any of their recent emails. Let's see how that goes.
Thanks guys!
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LOL, thanks, Chris. My wife technically coined it after I started burying squirrel corpses behind the fence. They kept going after chickadee babies, and Nobody Messes With My Wife's Chickadees (emphasis hers). Any airgun you see listed in my sig has been used to de-pest the feeders in our backyard. I picked up an Artemis/Onix (still an SPA) PP700 to supplement the other anti-squirrel devices- first step into the Dark Side, though there will be more. Probably should have bought a PRod, but my wife was intrigued by the rolling-block action of the PP700 and she liked the looks. If I can get her into airgunning, it should help with the monthly ammo bill. She likes her S&W powderburners.
It might be worth double-checking your SPAM blocker, or if using GMail, checking your "Social" and "Promotion" folder depending on how you log into GMail. HatsanUSA replied to my emails in a timely fashion- within hours. It would not surprise me at all if they were a bit overloaded at this point (not an excuse) given how a number of people just here on the GTA forums have had to RMA their rifles. We're a small slice of the market overall, so they may be buried in work after a not-ideal-batch of rifles left Turkey.
Keep bugging them- push them to make it right.
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I unhappily found myself with a new hatsan that had manufacturing defects. Between the hurricane and heavy workload it was slow going trying to get their attention but a simple phone call cleared everything up and now the communications are prompt and regular. Right now I have to give them full props. They not only addressed the problem I found but did a performance check and found a lower level problem. Jesse has been great to work with. I expect to get a new rifle fully inspected and ready to shoot hard and straight in about a week. I'd rather not have an issue but if you do land on one I'm glad that a good team is on your side to get you back on the range.
Tom
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Glad to hear you also have a success story, Tom
My replacement 95QE is a lovely little gun and shoots notably better than my old one with the pellet that matters: Polymags. The stock on it far out-shines my old one, which wasn't a bad piece of walnut as it was.
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I've never tried polymags. Accuracy was not up to their satisfaction (nor mine for that matter). Pellet choice is a big deal to hit consistent tight groups so I asked them what they use for accuracy checks. They use the Hatsan Vortex Express 13.12gr which means either they have a good match between their pellet and rifles or they accept lower performance on the guns that don't like that pellet type. The fact that they swapped out a gun based on a bad check seems to say they have confidence in the pellet math to the gun. Just a thought and sorry for the side topic but I think I'll try out their pellets.
Tom
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No problem at all, Tom. My first Hatsan loved the Vortex 19.91 domes as well as the Crow Magnums at first. After a few hundred shots it started throwing the Vortex in wider groups. My first tin of Polymags were HORRIBLE during this break-in period, yet the same gun, once broken in, shot very tight groups with the second tin of Polymags. Barracuda Extremes, which the first gun loved, is too inconsistent with the replacement gun. I was drilling a 2" x 2" block of wood hanging on a string at 30 yards out shooting from a rest- taking shots with open sights as it swung. But once I got to paper the groups would not tighten under 1.5 inches.
All I can say is don't stock up on any one pellet till the replacement gun is broken in. For me, this newer one loves Polymags. I'll get another tin of those, some JSBs, and couple others on a 4-for-3 at PA. I still have a hundred or so Barracuda Extremes, so I'll treat them as "break-in" pellets for now. As long as I have something that flies true out of each gun I'm happy :D
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Hello Everyone,
Just wanted to bring this topic back on track and provide some valuable information to the masses. It took a better part of a year to get something taken care of by the folks at Hatsan USA. No one mentioned that it is best not to use the toll free number. You have to use the local number to get any human beings. I did manage to speak to Jesse and Daniel regarding the RMA work on my rifle. As many of you have mentioned a simple quick call answer a ton of questions not addressed by email communication.
They told me that the toll free number is somehow tied into the computer in the front office and someone has to be at it in order for calls to be answered. However, it doesn't excuse the troubles I had with the email. Who ever is in the office is not doing a very good job of communicating via email. The person who responses to email should introduce themselves or sign their name to the email replies. This would have prevented the confusion, misunderstandings and compounding of the issues. Their communication has left a lot to be desired. Is there a person in the front office who is not that familiar with the business that handling the email? Just a lot of questions to be answered. I know the business is growing, but that doesn't mean the customer service communications need to suffer, too.
Thanks everyone for all your input.
ACZan
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My experience with Hatsan USA seems to be pretty darn good, so far.
My new Torpedo 100x had n out-of-spec (oversized bore) barrel. I e-mailed them and got a response the next day with an RMA and pre-paid shipping label. After the rifle had been with them one week, I got an e-mail telling me the barrel had an unrepairable issue and that sping-powered Torpedo 100x rifles were out of stock. They asked if I would accept an upgrade to a Torpedo 100x Vortex. I said yes. I'll update when i receive the new rifle.
Tight groups,
Bob
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What is so unusual is that I and a few others have experienced such different service. I waited to purchase the Mod 135 Vortex Standard non-QE, until Hatsan USA had the replacement adjustable QE stock available to send to me. Was switching out the stocks, needed a specific stock and barrel for my requirements. They knew that all the emails. I am assuming that there was only one person responding to emails. My intentions were discussed great length and details. If you noticed all the emails are signed "Hatsan USA Team". You have no idea if you are talking to the same person or someone different who has no idea what was discussed on the previous email with someone else. See where poor communication like this can cause quite a bit of trouble?
Despite, all the emails covering the details, they failed to tell me that the Mod 135 Standard non-QE was being discontinued. That Force me to have to send in the rifle for what could have been unavoidable cost and work to have the breach block and barrel swapped out. They also failed to tell me that they were deviating from the work on which we agreed to have done. For some reason, they had absolutely no replacement Mod 135 Standard non-QE breach block and barrel assemblies for the work. I find that hard to believe, especially at a time so close to when the model was being discontinued. I needed the barrel of the Mod 135 Standard non-QE due to the way it is manufactured. Got stuck with the Mod 125 standard non-QE, which has a notch machined into the side of the barrel.
There just seems to be disconnect between the customer and Hatsan USA, also possibly disconnect between Hatsan USA and Hatsan Turkey. This trouble is unusual and not the way most companies operate. I would have to wonder if Blaine Manifold the CEO the only person working the front office? What are those business reality shows, Undercover Boss and The Profit? Maybe the operations could use some clean-up. Sometimes fast growing businesses can get off track. I believe they have move a few times in the past few years due to growth.
As I found out the hard way, it is best to call, skip the emails, only using their local number.
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All I'll say is this...
If HatsanUSA does not up their Game after so many years?
I'll send my money over to England and laugh my butt off when HatsanUSA whines!
They are NOT gonna see another dime from me even if I have to buy a used gun just to get parts.
How long does it take to fix a website anyway? Oh wait. It's HatsanUSA so maybe 5 months.
Now they are NOT a GTA Vendor and maybe, JUST maybe, we can get them to up their Game if we buy over seas.
They say the serial number matters due to design changes? PROVE IT!!
Send us the specs!
Just cause they moved to Rodgers to be around Daisy and Gamo don't mean Jack to me.
I'll probably get a warning and a talking to but there are times one just needs to tell it like it is.
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All I'll say is this...
If HatsanUSA does not up their Game after so many years?
I'll send my money over to England and laugh my butt off when HatsanUSA whines!
They are NOT gonna see another dime from me even if I have to buy a used gun just to get parts.
How long does it take to fix a website anyway? Oh wait. It's HatsanUSA so maybe 5 months.
Now they are NOT a GTA Vendor and maybe, JUST maybe, we can get them to up their Game if we buy over seas.
They say the serial number matters due to design changes? PROVE IT!!
Send us the specs!
Just cause they moved to Rodgers to be around Daisy and Gamo don't mean Jack to me.
I'll probably get a warning and a talking to but there are times one just needs to tell it like it is.
DO NOT send your money to England! Buy English products yes.....
As best I can figure out, it is IMPOSSIBLE to have an air gun sent from England to anywhere(except England)! >:(
-Y
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I saw a youtube video where our own AirGunScout is moving to AR to work at Hatsan, I think he said in customer service. Shake 'em up Cecil!
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All I'll say is this...
If HatsanUSA does not up their Game after so many years?
I'll send my money over to England and laugh my butt off when HatsanUSA whines!
They are NOT gonna see another dime from me even if I have to buy a used gun just to get parts.
How long does it take to fix a website anyway? Oh wait. It's HatsanUSA so maybe 5 months.
Now they are NOT a GTA Vendor and maybe, JUST maybe, we can get them to up their Game if we buy over seas.
They say the serial number matters due to design changes? PROVE IT!!
Send us the specs!
Just cause they moved to Rodgers to be around Daisy and Gamo don't mean Jack to me.
I'll probably get a warning and a talking to but there are times one just needs to tell it like it is.
DO NOT send your money to England! Buy English products yes.....
As best I can figure out, it is IMPOSSIBLE to have an air gun sent from England to anywhere(except England)! >:(
-Y
Not impossible, just VERY, VERY expensive.
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All I'll say is this...
If HatsanUSA does not up their Game after so many years?
I'll send my money over to England and laugh my butt off when HatsanUSA whines!
They are NOT gonna see another dime from me even if I have to buy a used gun just to get parts.
How long does it take to fix a website anyway? Oh wait. It's HatsanUSA so maybe 5 months.
Now they are NOT a GTA Vendor and maybe, JUST maybe, we can get them to up their Game if we buy over seas.
They say the serial number matters due to design changes? PROVE IT!!
Send us the specs!
Just cause they moved to Rodgers to be around Daisy and Gamo don't mean Jack to me.
I'll probably get a warning and a talking to but there are times one just needs to tell it like it is.
DO NOT send your money to England! Buy English products yes.....
As best I can figure out, it is IMPOSSIBLE to have an air gun sent from England to anywhere(except England)! >:(
-Y
Not impossible, just VERY, VERY expensive.
I have been told by each and every air gun dealer that I have contacted, well over 1/2 dozen. That shipping 100 rifles is possible, as you mentioned, expensive. However they have all told me one rifle, forget about it!
Please share how?
-Y
ps smuggle it it your trunk-boot-through the Chunnel to France and then on to Holland where there are not these restrictions. Plus, does not seem to matter if it is a FARC rifle or a sub-12 rifle.
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Hey Privateer,
I greatly appreciate your honesty. I thought it was just me, guess not now. Oh, so, that is why they move around 10 miles to the north.
You did hit on a major point about them refusing to sell a breach block and barrel assembly due to the serial number. They told me it was for legal purposes. I would have been able to avoid having them do all that work if they would have communicated better with me. Heck, they would even sell the assembly to an airgunsmith HatsanUSA as worked with previously.
Believe that I spoke with several people over the course of many months on this, the left hand knows not what the right hand is doing. During the whole time I conversed with them, they never once bothered to mentioned they were discontinuing the Mod 135 .22 Standard non-QE, and they knew I was waiting for the stock before purchasing the rifle. They didn't seem to care at all the problem they created, failing to inform me. Please explain how a company does not have a single Mod 135 Standard non-QE .22 breach block and barrel replacement assembly, so close to the time the model is discontinued? They have to have some extras in order to service the ones that are already out there. That lack of communication just created a tremendous amount of problems, confusion. Scrambling to recover from that debacle, I tried to hunt down one. Just missed getting one from TopAirGun by a few days.
Keep in mind that the restriction of firearm ownership in Europe has forced people to use airguns. So, from their perspective in Turkey, an airgun might be consider more like a firearm is considered in the USA when it comes to the serial number. Here in the USA, the manufacturers don't seem to be that strict about serial numbers and barrels on airguns. At least, that is the impression I got from working with Crosman.
Because of all the trouble, I planned to contact the corporate headquarters in Turkey, You know, HatsanUSA has to be some sort of a contracted distributor for Hatsan in Turkey. I had international calling added to my Verizon phone, so I can try to get the issue resolved through them instead of HatsanUSA. I heard their recording state in rough English, 'Press nine for English'. Unfortunately, the person who answered didn't understand any bit of English. Made sure I called during their business hours.
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There are NO requirements to register an Air Gun in the State of Ohio.
You don't even need a wait period or background check to buy one.
HatsanUSA is the distributor for Hatsan Air Guns here in the U.S.A.
But I still have to say, I ordered a reseal kit from England without giving a serial number.
HatsanUSA lost me as a customer over that!
I'll just snipe the used AG places or deal with the great service across the pond.
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MobileMail,
I did talk to Cecil about the whole deal along with Rick Eutsler. That would explain why Cecil responded to an email seaming to defend HatsanUSA despite all the issues. Guess it was becoming a conflict of interest. After that email, he never responded to any following messages. He was going to do some work on the rifle for the additional things I needed done. He never mentioned that he was going to work for them. If that was the case, I wonder why they wouldn't trust Cecil to change out the barrel assembly, instead of sending it to HatsanUSA.
What other options would I have had to have the Mod 135 Standard .177 non-QE barrel assembly switched out with the Mod 135 Standard .22 non-QE barrel assembly? Still a bit aggravated they put a Mod 125 .22 Standard non-QE barrel assembly on the rifle, which has a notch machined on the side, five or so inches from the muzzle.
I did know about the laws in Ohio on airguns.
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MobileMail,
I did talk to Cecil about the whole deal along with Rick Eutsler. That would explain why Cecil responded to an email seaming to defend HatsanUSA despite all the issues. Guess it was becoming a conflict of interest. After that email, he never responded to any following messages. He was going to do some work on the rifle for the additional things I needed done. He never mentioned that he was going to work for them. If that was the case, I wonder why they wouldn't trust Cecil to change out the barrel assembly, instead of sending it to HatsanUSA.
What other options would I have had to have the Mod 135 Standard .177 non-QE barrel assembly switched out with the Mod 135 Standard .22 non-QE barrel assembly? Still a bit aggravated they put a Mod 125 .22 Standard non-QE barrel assembly on the rifle, which has a notch machined on the side, five or so inches from the muzzle.
I did know about the laws in Ohio on airguns.
I have never owned a Hatsan, so I can relay no other information excpet for Cecil's video, sorry.....
Jeff??
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My warranty service on the 100x i bought turned out to be excellent, though they did end up sending me a 105x in a walnut stock to replace my 100x since they were "out of them".
I was happy to accept the 105x to replace my 100x
My experience is an A to A- (since it had to be sent back to them twice before they decided it needed replaced)
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I have never owned a Hatsan, so I can relay no other information excpet for Cecil's video, sorry.....
Jeff??
What's the question again? I wasn't paying attention.
???
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For me, Hatsan Customer service has been stellar.
My 95QE stock was twisted /torqued on the forearm from the factory. I emailed and sent photos of the problem and Hatsan got back the next day and then sent me a new stock that afternoon with 2nd day delivery!. What more could you ask for?
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2LB,
Thanks for the info. I think that when the request is just a simple defect and exchange of parts, it is resolve quickly. When the issue is a bit more involved or complex, that's when customers can run into a bit of trouble.
Some who have replied didn't specify the date(s) of the issue they experienced. Service may have improved recently and that is a benefit to all of us.
Sounds as if your stock wasn't quick seasoned wood if it warped after its milling and finishing process. I am speaking from my experience as a wood working.
ACZan
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Need to email them this week. The bolt on the forarm with the swivel is bent at the theads, has been since I bought the thing. Makes putting the stock on a pain.
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I purchased a 25 cal Hatsan February 27th and it has an air leak at the fill inlet from day one. It took me until yesterday may 29th to get a number for service in Canada but of course all I got was an answering machine. After reading this thread I'm starting to think I made a mistake buying this gun. Seems no one except one person here to go to for service and they don't answer the phone. I was going to buy another one in 22 but that's on hold until I find out just how they handle this. Not going to have two guns that I can't get service or parts. I asked a couple of places that carry their guns about an extra air tube so I could at least use the gun and they tell me we can't get them in Canada just the guns. Have to wonder what's up with that.
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Since we are very quick to complain when things go wrong (I know I do), and NOT give credit when things go right ....
My exit baffle in the QE of my .22 Bullboss cracked after about 300 rounds, less than a month after I bought it. I called HatsanUSA, and did speak to Cecil, explained the problem and offered to send photos. He asked me to fill out the customer form on their site, and send him a couple of pictures.
Without any further communication, less than a week later, a plain brown envelope shows up from Hatsan USA with - not one BUT two replacement parts.
This is a case (for me) that deserves mention for good customer relations and service.
I hope NOT to have any other issues with my Bullboss, but if I did, I feel a little better knowing that Hatsan will (may) stand behind their product.
Keep shooting ....
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ACZan:
I think your right about my stock, I didn't think about that. They might have just cut the tree and formed the stock in one day......... ;D
The new one I received from Hatsan with 2 day shipping!!, Awsome!!, is beautiful and perfect.
Again, you may be right about the level of service needed, as some could dictate a much higher level of
commitment from many departments to solving the problem. I was fortunate to need a possible "off the shelf" replacement that was easy.
2L8
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Tundra,
Don't call the toll free number. It is somehow setup on a computer in the front office and believe someone has to be sitting at the computer, logged on it for them to answer any calls. It must be one of those IP phone based services. That is what I was told by the guys in the shop.
What I found out is that you have to call the local number below to get a human being.
BEST NUMBER TO CALL
(479) 273-5629
My first inquiry was several simple questions. Probably would have gotten quicker answers with just one phone call. This all started before Hatsan made the decision to discontinue the model.
• First inquired if I could put peep sights on the Mod 135 Standard Vortex non-QE .22 cal
• Inquired if the Mod 135 Standard action can be place on the Mod 135 QE adjustable stock
• Was informed I would have to wait for the replacement stocks to be available.
• Waited and waited for the QE adjustable stock to arrive at Hatsan USA.
• Told them I would wait to purchase the Standard rifle until the QE stock came in
• Never heard back from them.
• Had to regularly check in with them. All the while they never bothered to tell me the Mod 135 Standard non-QE was going to be discontinued.
• Attempted to purchase the rifle from one of the big online airgun stores to only find out they were no longer available.
• Scrounged around for remaining inventory, found one merchant who placed my order.
• Found out the merchant didn't have any in stock and was led to believe by Hatsan USA they were getting more.
• After pressing the situation for a while with both the merchant and Hatsan USA, Hatsan USA finally stated the rifles were discontinued.
• Left me high and dry without that specific model I needed specifically for a conversion project to peep sights.
It continued to deteriorate after that, and the situation became more and more complicated in attempts to resolve it, especially when I didn't get prompt replies back on important inquiries. Delayed replies were working against me as time was running out on the options. I had to break down and purchase a .177 in an attempt to get the barrel swapped out with a .22 barrel of the same type. It was like pulling teeth to get that arranged and executed, especially when Hatsan refused to just sell the breach block and barrel. I had to have them change it out.
So, you can see when things get complicated, service can deteriorate quite a bit with these guys. I have never had this much trouble with any other company except for Hewlett Packard.
If I would have known that I could get better service calling the local number, I would have done that in the beginning. But, the impression I got was that I was to call the toll free number and not the local number.
Guess the moral of the story is to be as simple and proactive as possible with these guys. Don't assume anything. The problem with their email communication is that no one identifies themselves when signing emails. This was one of the greatest contributors to my debacle with them. I repeatedly called them out on this and explained why it was so important for the person replying to customers to identify themselves. If no one identifies themselves, you may be discussing something that was never passed on by the previous staff person.
Now you see where poor communication like this can cause problems for the company and the customer.
ACZan
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The problem with their email communication is that no one identifies themselves when signing emails. This was one of the greatest contributors to my debacle with them. I repeatedly called them out on this and explained why it was so important for the person replying to customers to identify themselves. If no one identifies themselves, you may be discussing something that was never passed on by the previous staff person.
ACZan
Yes. I take issue with this too. In my job, I would never think to respond to anyone by email without providing my full name.
I am constantly amazed at the poor service and lack of respect many businesses have for their customers. If I were to act like many of them, I would expect to be fired within a week.
That being said, Hatsan has, in the past, done really well by me. Lately, though, it seems like their attitude is shifting in a bad direction. I hope I'm wrong about that.
-Whirly
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Whirligig,
Glad I am not the only one who sees the inherit trouble with that lack of communication.
Signing your name to a conversation you are having with a customer is necessary in establishing continuity towards an effective resolution on an issue.
ACZan
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I bought a .25 Hatsan Vortex Edge from PA last month, chose the free shipping, and when it arrived I was thrilled to finally see what a .25 can do. That thrilled feeling lasted about 30 seconds until I happened to notice .22 stamped on the gun. A quick check with one of my new .25 pellets confirmed the rifle was in fact .22. I checked the box and it was marked .25. Clearly not PAs fault, they should not be expected to check that. Now at that point I didn't have any .22 air rifles, thus no .22 pellets, so I couldn't even try to shoot that one. I called PA and they were pretty cool about sending a replacement, they were willing to ship it express but not until they got confirmation that the other one was picked up, which is pretty funny to me because if I wanted to screw them over I would just put rocks in the box.
Then I got to thinking about how I wouldn't mind having a .22, and I could save PA a lot on return and express shipping so maybe they would give me a good discount on another rifle (the .25 I ordered in the first place), so I called them the next morning to see. After trying to explain a few times to them what I was proposing they finally understood, but they were only willing to give me $15 (15%) off of the new one, which I though was pretty chincy since I was probably saving them at least $40 on shipping. But I went ahead and did it, bought some .22 pellets, and waited a few days for my .25.
When the .25 got in, the barrel had zero resistance after cocking, which I later learned is a symptom of a loose barrel. However it seemed to shoot okay, and it was a couple of days before I realized the velocity and accuracy was not what it should be and looked into what was wrong and if I could fix it. I tried, failed, and sent it back to Hatsan. They did respond very quickly by email after I filled out the online form, along with quickly sending me a RMA# and shipping label. I asked about the rumor of upgrading the scope, and they confirmed that if I included the factory scope in good condition I could upgrade to an AO scope for $20. I asked it they would do it for free as a show of good faith considering how bad my experience had been with them so far, but they didn't respond to that message for 12 days, including no confirmation that they had received my rifle and were working on it. When I did finally hear from them they said that they couldn't do the scope upgrade free, but had another random scope, actually a better one, that they could give me. So that is one more point in their favor. I agreed to that and asked for an update on my gun. They said that after fixing the barrel the velocity was still low, and after trying to repair that it was still low, so they are sending me a new one, and I would get a shipping confirmation that afternoon. That was two days ago, and no shipping confirmation so far.
It has been over two weeks since I sent the rifle back to them and no status updates except when I asked for them. I placed my original order on May 4th, so thus far since placing my order it has been over 5 weeks and I still haven't gotten to fire a working .25. Needless to say, Hatsan will not see another dime of my money.
TLDR, Hatsan quality control and customer service is poor, which I should have known from reading the reviews before going in. The working .22 rifle I do like though, especially after the really simple trigger fix.
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I bought a .25 Hatsan Vortex Edge from PA last month, chose the free shipping, and when it arrived I was thrilled to finally see what a .25 can do. That thrilled feeling lasted about 30 seconds until I happened to notice .22 stamped on the gun. A quick check with one of my new .25 pellets confirmed the rifle was in fact .22. I checked the box and it was marked .25. Clearly not PAs fault, they should not be expected to check that. Now at that point I didn't have any .22 air rifles, thus no .22 pellets, so I couldn't even try to shoot that one. I called PA and they were pretty cool about sending a replacement, they were willing to ship it express but not until they got confirmation that the other one was picked up, which is pretty funny to me because if I wanted to screw them over I would just put rocks in the box.
Then I got to thinking about how I wouldn't mind having a .22, and I could save PA a lot on return and express shipping so maybe they would give me a good discount on another rifle (the .25 I ordered in the first place), so I called them the next morning to see. After trying to explain a few times to them what I was proposing they finally understood, but they were only willing to give me $15 (15%) off of the new one, which I though was pretty chincy since I was probably saving them at least $40 on shipping. But I went ahead and did it, bought some .22 pellets, and waited a few days for my .25.
When the .25 got in, the barrel had zero resistance after cocking, which I later learned is a symptom of a loose barrel. However it seemed to shoot okay, and it was a couple of days before I realized the velocity and accuracy was not what it should be and looked into what was wrong and if I could fix it. I tried, failed, and sent it back to Hatsan. They did respond very quickly by email after I filled out the online form, along with quickly sending me a RMA# and shipping label. I asked about the rumor of upgrading the scope, and they confirmed that if I included the factory scope in good condition I could upgrade to an AO scope for $20. I asked it they would do it for free as a show of good faith considering how bad my experience had been with them so far, but they didn't respond to that message for 12 days, including no confirmation that they had received my rifle and were working on it. When I did finally hear from them they said that they couldn't do the scope upgrade free, but had another random scope, actually a better one, that they could give me. So that is one more point in their favor. I agreed to that and asked for an update on my gun. They said that after fixing the barrel the velocity was still low, and after trying to repair that it was still low, so they are sending me a new one, and I would get a shipping confirmation that afternoon. That was two days ago, and no shipping confirmation so far.
It has been over two weeks since I sent the rifle back to them and no status updates except when I asked for them. I placed my original order on May 4th, so thus far since placing my order it has been over 5 weeks and I still haven't gotten to fire a working .25. Needless to say, Hatsan will not see another dime of my money.
TLDR, Hatsan quality control and customer service is poor, which I should have known from reading the reviews before going in. The working .22 rifle I do like though, especially after the really simple trigger fix.
So let me get this straight... they sent you a new gun even after fixing your issue because it was shooting slow (not even the reason you sent it back to them). They also sent you a new scope (way better than the one you had, and even better than the one you wanted). For free. Yet their customer service is still poor because they didn't respond to you fast enough for your liking.
Right, because that makes total sense.
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I bought a .25 Hatsan Vortex Edge from PA last month, chose the free shipping, and when it arrived I was thrilled to finally see what a .25 can do. That thrilled feeling lasted about 30 seconds until I happened to notice .22 stamped on the gun. A quick check with one of my new .25 pellets confirmed the rifle was in fact .22. I checked the box and it was marked .25. Clearly not PAs fault, they should not be expected to check that. Now at that point I didn't have any .22 air rifles, thus no .22 pellets, so I couldn't even try to shoot that one. I called PA and they were pretty cool about sending a replacement, they were willing to ship it express but not until they got confirmation that the other one was picked up, which is pretty funny to me because if I wanted to screw them over I would just put rocks in the box.
Then I got to thinking about how I wouldn't mind having a .22, and I could save PA a lot on return and express shipping so maybe they would give me a good discount on another rifle (the .25 I ordered in the first place), so I called them the next morning to see. After trying to explain a few times to them what I was proposing they finally understood, but they were only willing to give me $15 (15%) off of the new one, which I though was pretty chincy since I was probably saving them at least $40 on shipping. But I went ahead and did it, bought some .22 pellets, and waited a few days for my .25.
When the .25 got in, the barrel had zero resistance after cocking, which I later learned is a symptom of a loose barrel. However it seemed to shoot okay, and it was a couple of days before I realized the velocity and accuracy was not what it should be and looked into what was wrong and if I could fix it. I tried, failed, and sent it back to Hatsan. They did respond very quickly by email after I filled out the online form, along with quickly sending me a RMA# and shipping label. I asked about the rumor of upgrading the scope, and they confirmed that if I included the factory scope in good condition I could upgrade to an AO scope for $20. I asked it they would do it for free as a show of good faith considering how bad my experience had been with them so far, but they didn't respond to that message for 12 days, including no confirmation that they had received my rifle and were working on it. When I did finally hear from them they said that they couldn't do the scope upgrade free, but had another random scope, actually a better one, that they could give me. So that is one more point in their favor. I agreed to that and asked for an update on my gun. They said that after fixing the barrel the velocity was still low, and after trying to repair that it was still low, so they are sending me a new one, and I would get a shipping confirmation that afternoon. That was two days ago, and no shipping confirmation so far.
It has been over two weeks since I sent the rifle back to them and no status updates except when I asked for them. I placed my original order on May 4th, so thus far since placing my order it has been over 5 weeks and I still haven't gotten to fire a working .25. Needless to say, Hatsan will not see another dime of my money.
TLDR, Hatsan quality control and customer service is poor, which I should have known from reading the reviews before going in. The working .22 rifle I do like though, especially after the really simple trigger fix.
So let me get this straight... they sent you a new gun even after fixing your issue because it was shooting slow (not even the reason you sent it back to them). They also sent you a new scope (way better than the one you had, and even better than the one you wanted). For free. Yet their customer service is still poor because they didn't respond to you fast enough for your liking.
Right, because that makes total sense.
It doesn't sound like Kaitos has received a properly functioning version of the gun he ordered after five weeks. Five weeks is a long time. That wouldn't be fast enough for my liking either.
-Whirly
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I bought a .25 Hatsan Vortex Edge from PA last month, chose the free shipping, and when it arrived I was thrilled to finally see what a .25 can do. That thrilled feeling lasted about 30 seconds until I happened to notice .22 stamped on the gun. A quick check with one of my new .25 pellets confirmed the rifle was in fact .22. I checked the box and it was marked .25. Clearly not PAs fault, they should not be expected to check that. Now at that point I didn't have any .22 air rifles, thus no .22 pellets, so I couldn't even try to shoot that one. I called PA and they were pretty cool about sending a replacement, they were willing to ship it express but not until they got confirmation that the other one was picked up, which is pretty funny to me because if I wanted to screw them over I would just put rocks in the box.
Then I got to thinking about how I wouldn't mind having a .22, and I could save PA a lot on return and express shipping so maybe they would give me a good discount on another rifle (the .25 I ordered in the first place), so I called them the next morning to see. After trying to explain a few times to them what I was proposing they finally understood, but they were only willing to give me $15 (15%) off of the new one, which I though was pretty chincy since I was probably saving them at least $40 on shipping. But I went ahead and did it, bought some .22 pellets, and waited a few days for my .25.
When the .25 got in, the barrel had zero resistance after cocking, which I later learned is a symptom of a loose barrel. However it seemed to shoot okay, and it was a couple of days before I realized the velocity and accuracy was not what it should be and looked into what was wrong and if I could fix it. I tried, failed, and sent it back to Hatsan. They did respond very quickly by email after I filled out the online form, along with quickly sending me a RMA# and shipping label. I asked about the rumor of upgrading the scope, and they confirmed that if I included the factory scope in good condition I could upgrade to an AO scope for $20. I asked it they would do it for free as a show of good faith considering how bad my experience had been with them so far, but they didn't respond to that message for 12 days, including no confirmation that they had received my rifle and were working on it. When I did finally hear from them they said that they couldn't do the scope upgrade free, but had another random scope, actually a better one, that they could give me. So that is one more point in their favor. I agreed to that and asked for an update on my gun. They said that after fixing the barrel the velocity was still low, and after trying to repair that it was still low, so they are sending me a new one, and I would get a shipping confirmation that afternoon. That was two days ago, and no shipping confirmation so far.
It has been over two weeks since I sent the rifle back to them and no status updates except when I asked for them. I placed my original order on May 4th, so thus far since placing my order it has been over 5 weeks and I still haven't gotten to fire a working .25. Needless to say, Hatsan will not see another dime of my money.
TLDR, Hatsan quality control and customer service is poor, which I should have known from reading the reviews before going in. The working .22 rifle I do like though, especially after the really simple trigger fix.
So let me get this straight... they sent you a new gun even after fixing your issue because it was shooting slow (not even the reason you sent it back to them). They also sent you a new scope (way better than the one you had, and even better than the one you wanted). For free. Yet their customer service is still poor because they didn't respond to you fast enough for your liking.
Right, because that makes total sense.
The sent me a new rifle to replace the new defective rifle that I originally received. So yes, they did a great job at eventually getting me the product I paid for, after two fails that they never apologized for, and they tried to blame the first on PA. I admitted the scope upgrade was cool, but I would rather have been shooting the rifle a month ago.
I do customer service and good communication is critical, even if just to say you received the complaint and are looking into it. They have a lot to work on in that area.
But they did eventually get me a working rifle (supposedly, I got it back today but haven't taken it out yet), and the scope upgrade was nice (although they wouldn't have done it if they didn't happen to have that scope laying around), so point taken. I will upgrade my rating of their customer service from poor to below average. I stand by my poor rating of their QC.
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I would have to say Kerplunk experienced similar customer experience troubles as I did. It started out with some trouble with a particular item and the effort to get the issue corrected becomes a bit more complicated. Trying to work out a deal gets added to the dynamics of the whole thing. But, what is the most important thing is the necessity for the communication along the way, and a bit more of it, as the path towards the resolution involves more involvement from the company's staff.
Kerplunk is experiencing the same most critical issue within the customer service, the lack of prompt replies from the company. Amazon informs their customers of third party merchants to expect a response in two business days. I think that is too long for a merchant to response to product issues. But, that is acceptable considering all else.
If you go back to my thread explaining my situation, you will see a pattern. Hence, I made the comment that the more complicated the path to the resolution, the more trouble you will experience communicating with Hatsan USA Team. That is how every email is signed, "Regards, Hatsan USA Service Team", right?
To me communication is everything and tells me who you are as a company. Poor communications will force me to stop doing business with you. Prompt, courteous correspondence/replies will earn you stellar accolades from me.
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I believe that Hatsan, as well as most (all) of the manufactures we all own and cherish, care about the products they respectively produce and we purchase.
Having owned (sold) a medium size manufacturing and Service Company I can say that management is most likely to be the area in which there are many of the production and customer service problems, than say, an individual with an “attitude”.
We are a fickle bunch (a good thing) and manufactures try to cater to us with our exacting needs, concepts and specifications throughout their entire line. That’s huge. Period.
We choose the brands we do for numerous reasons, some of which could be technology,support, expectations or the constructive dialog we read and/or bring to GTA and other such forums.
Bad design is one thing, we have the tools the fix that, but customer service, support and communication with a smile and a “yes we can” while we figure out a solution is another.
Management= have everyone on the same page. Imagine that!
In the end I hope we all win. What a great time to be an Air gunner!!
Support our manufactures, whoever they may be. Be patient, respect them and share your knowledge and concerns. Our sport will be better for all generations to come.
Many thanks to all of the contributors and aficionados who eat, sleep and breath this sport , as well as our founding fathers who started this wonderful website.
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about six months ago, I purchased a refurb 125 .25cal sniper from Airgunproshop....the barrel was oversized....I Rma'd it, they sent it back to me, without replacing the barrel. They instead told me that the barrel was good. (And, of course, the customer is the defective part.)
Last week, I figured I'd try contacting HatsanUSA about it again. I asked for a price on a barrel. They contacted me, right away from their "Do not Reply" Email address...they inquired about my pellet selection an how many different pellets I had tried....but no price. I answered them through the Airgunproshop email address: since it is a half a caliber .257 it shoots paper patched pellets the best.---->
---->Rick Eutsler answered me. He wrote a whole page...It's my attitude that causes the head of the pellet to never contact the bore. Which, I guess, means that I am the defective part. I already knew that, but I still don't believe it is possible for Hatsan to have drilled one barrel with the wrong size bit.
Still no answer from Customer Service at HatsanUSA about where to buy and a price on parts...only stupid questions about how many hundreds of dollars in pellets I can try without finding a single one that fits...(Think about that, the customer is so defective he is willing to pay for the actual refurbishing of the gun...even though he knows that they charged him for but never actually refurbished it...and they still can't get their monkeys to stop throwing dung long enough to do a job.) Somehow, I think they would rather have their Customer service department left broken, they probably do better business that way. (NO JOKE! You will have to fix it yourself, either without paying them, before you pay them or afterward. They are advertised and marketed, so much, that they will leave the gun broken and replace the customer for eternity.)
Edit:
Someone posted: "What was the question again" while I was typing this. ----> Would a company from Turkey ever have any way of knowing that they ripped you off on a part?
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Rattosaurus,
I tried to purchase the breach block and barrel assembly in order to have someone else swap out the .177 barrel with the .22 barrel on my Mod 135 to avoid any more potential problems with service. But, they refused to do it claiming legal issues. So, it forced me to have to deal with them when I didn't want to at that point.
It's seems when delivering service becomes more challenging, more involved you are less likely to hear from them. After a while a got more of an attitude from them that they refused to accept any fault in the delivery of poor service and poor communications, in essence saying to you, 'sorry about your luck, see ya later, bye'. This is not the way to run a business. You have to wonder if Blaine Manifold CEO has his heart into the business or not.
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about six months ago, I purchased a refurb 125 .25cal sniper from Airgunproshop....the barrel was oversized....I Rma'd it, they sent it back to me, without replacing the barrel. They instead told me that the barrel was good. (And, of course, the customer is the defective part.)
Last week, I figured I'd try contacting HatsanUSA about it again. I asked for a price on a barrel. They contacted me, right away from their "Do not Reply" Email address...they inquired about my pellet selection an how many different pellets I had tried....but no price. I answered them through the Airgunproshop email address: since it is a half a caliber .257 it shoots paper patched pellets the best.---->
---->Rick Eutsler answered me. He wrote a whole page...It's my attitude that causes the head of the pellet to never contact the bore. Which, I guess, means that I am the defective part. I already knew that, but I still don't believe it is possible for Hatsan to have drilled one barrel with the wrong size bit.
Still no answer from Customer Service at HatsanUSA about where to buy and a price on parts...only stupid questions about how many hundreds of dollars in pellets I can try without finding a single one that fits...(Think about that, the customer is so defective he is willing to pay for the actual refurbishing of the gun...even though he knows that they charged him for but never actually refurbished it...and they still can't get their monkeys to stop throwing dung long enough to do a job.) Somehow, I think they would rather have their Customer service department left broken, they probably do better business that way. (NO JOKE! You will have to fix it yourself, either without paying them, before you pay them or afterward. They are advertised and marketed, so much, that they will leave the gun broken and replace the customer for eternity.)
Edit:
Someone posted: "What was the question again" while I was typing this. ----> Would a company from Turkey ever have any way of knowing that they ripped you off on a part?
Sounds to me like you sent them an angry email that did nothing but flame (like this post). If that's how you want to talk to them, I wouldn't blame them for not responding to you.
And if both the company and Rick say that you might be wrong... Maybe it's time to think to yourself "hey, maybe I'm wrong."
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about six months ago, I purchased a refurb 125 .25cal sniper from Airgunproshop....the barrel was oversized....I Rma'd it, they sent it back to me, without replacing the barrel. They instead told me that the barrel was good. (And, of course, the customer is the defective part.)
Last week, I figured I'd try contacting HatsanUSA about it again. I asked for a price on a barrel. They contacted me, right away from their "Do not Reply" Email address...they inquired about my pellet selection an how many different pellets I had tried....but no price. I answered them through the Airgunproshop email address: since it is a half a caliber .257 it shoots paper patched pellets the best.---->
---->Rick Eutsler answered me. He wrote a whole page...It's my attitude that causes the head of the pellet to never contact the bore. Which, I guess, means that I am the defective part. I already knew that, but I still don't believe it is possible for Hatsan to have drilled one barrel with the wrong size bit.
Still no answer from Customer Service at HatsanUSA about where to buy and a price on parts...only stupid questions about how many hundreds of dollars in pellets I can try without finding a single one that fits...(Think about that, the customer is so defective he is willing to pay for the actual refurbishing of the gun...even though he knows that they charged him for but never actually refurbished it...and they still can't get their monkeys to stop throwing dung long enough to do a job.) Somehow, I think they would rather have their Customer service department left broken, they probably do better business that way. (NO JOKE! You will have to fix it yourself, either without paying them, before you pay them or afterward. They are advertised and marketed, so much, that they will leave the gun broken and replace the customer for eternity.)
Edit:
Someone posted: "What was the question again" while I was typing this. ----> Would a company from Turkey ever have any way of knowing that they ripped you off on a part?
Sounds to me like you sent them an angry email that did nothing but flame (like this post). If that's how you want to talk to them, I wouldn't blame them for not responding to you.
And if both the company and Rick say that you might be wrong... Maybe it's time to think to yourself "hey, maybe I'm wrong."
Rattosaurus's post certainly didn't seem like angry, and definitely was not a "flame."
I think that Rattosaurus made his valid points clearly and respectfully.
I've had similar experiences from Hatsan regarding what pellets I've used, even to the point of them implying that I caused the damage to my "plunger seal" by using CPHP pellets.
Maybe it's just time to depersonalize this issue.
Or perhaps a Mod should lock the thread before it does turn into a flame war.
-Whirly
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Carry on Gentlemen.
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I agree that communication can be the difference in poor and excellent customer service. Something that is so simple yet some just overlook it. Or don't try hard enough to get right.
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IMHO, something has definitely gone downhill with Hatsan Service. I was just told that since my brand new 95 Vortex rifle "showed signs of disassembly" because there was moly paste in the receiver and around the trigger mechanism (which I applied through the cocking slot, and not by disassembling the gun), they would not do any work under warranty other than to fill the Vortex piston to 125 bar because it was low. I did adjust the barrel pivot hinge, but I don't consider this disassembling the air rifle.
They say the rifle "is now shooting Vortex Express pellets around 760fps, which is within spec."
Except they advertise 800 fps with this gun using this pellet, so I don't know what specs they are using.
So basically, they wont fully repair my rifle because I lubed it with some moly paste and adjusted the barrel pivot screw. ::)
-Whirly
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I'm glad this thread is unlocked as it should be for all to reply with Hatsan problems. If we have this many problems here just think how many other people have them never to be reported.
So be warned, if you buy a Hatsan expect to have problems and if you don't then you got lucky!!!
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I'm glad this thread is unlocked as it should be for all to reply with Hatsan problems. If we have this many problems here just think how many other people have them never to be reported.
So be warned, if you buy a Hatsan expect to have problems and if you don't then you got lucky!!!
Agreed.
I'm a little miffed at the situation, not just because they won't fully repair my brand-new Hatsan 95 Vortex under warranty, but also because I have been such a fanboy for them and recommended their products so adamantly to others for a long time, and now I feel like I've misled other people who put their trust in my opinion.
I'm definitely going to stop singing that tune, and am also going to allocate my airgun-related funds to companies that treat their customers better. Nothing like losing a customer who has purchased 15 of your airguns by refusing to honor your own warranty...
-Whirligig
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It's fine to post your facts about any transactions but PLEASE remember we do not condone nor allow bashing or flaming. We do have a right and responsibility to report the good as well as bad when dealing with anyone.
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I will say it seems you can order some parts without filling out a bunch of stuff now.
That was the thing that rubbed me wrong.
One step in the right direction.
And I did order some fill probe seals from them.
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I had to dig a bit to find this, but I remember Hatsan USA commenting in a post regarding a Model 95 about things that wouldn't void their warranty. Here's the original comment and the link to the post it was made in:
"The act of removing the stock for maintenance purposes, such as lubricating or adding thread-locking compound to fastening hardware will not affect warranty coverage through us as long as the maintenance performed does not damage or change the operation/performance of the gun."
https://www.gatewaytoairguns.org/GTA/index.php?topic=107396.msg1020895#msg1020895 (https://www.gatewaytoairguns.org/GTA/index.php?topic=107396.msg1020895#msg1020895)
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I had to dig a bit to find this, but I remember Hatsan USA commenting in a post regarding a Model 95 about things that wouldn't void their warranty. Here's the original comment and the link to the post it was made in:
"The act of removing the stock for maintenance purposes, such as lubricating or adding thread-locking compound to fastening hardware will not affect warranty coverage through us as long as the maintenance performed does not damage or change the operation/performance of the gun."
https://www.gatewaytoairguns.org/GTA/index.php?topic=107396.msg1020895#msg1020895 (https://www.gatewaytoairguns.org/GTA/index.php?topic=107396.msg1020895#msg1020895)
I just emailed that excerpt you quoted to Hatsan Service, asking if it was still true.
-Whirly
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good thing this thread was not locked....i now have second thoughts about the
135QE from PA that was in stock last friday, i was told when i ordered.
i called yesterday for an order status and now...
there telling me that its been 2 weeks since they had what i wanted in stock and will
be 6/23 before a stock shipment will arrive...MAYBE !!
not only Hatsan has problems, the selling dealers need to get there stories straight.
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I had to dig a bit to find this, but I remember Hatsan USA commenting in a post regarding a Model 95 about things that wouldn't void their warranty. Here's the original comment and the link to the post it was made in:
"The act of removing the stock for maintenance purposes, such as lubricating or adding thread-locking compound to fastening hardware will not affect warranty coverage through us as long as the maintenance performed does not damage or change the operation/performance of the gun."
https://www.gatewaytoairguns.org/GTA/index.php?topic=107396.msg1020895#msg1020895 (https://www.gatewaytoairguns.org/GTA/index.php?topic=107396.msg1020895#msg1020895)
I just emailed that excerpt you quoted to Hatsan Service, asking if it was still true.
-Whirly
Any reply back yet?
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I had to dig a bit to find this, but I remember Hatsan USA commenting in a post regarding a Model 95 about things that wouldn't void their warranty. Here's the original comment and the link to the post it was made in:
"The act of removing the stock for maintenance purposes, such as lubricating or adding thread-locking compound to fastening hardware will not affect warranty coverage through us as long as the maintenance performed does not damage or change the operation/performance of the gun."
https://www.gatewaytoairguns.org/GTA/index.php?topic=107396.msg1020895#msg1020895 (https://www.gatewaytoairguns.org/GTA/index.php?topic=107396.msg1020895#msg1020895)
I just emailed that excerpt you quoted to Hatsan Service, asking if it was still true.
-Whirly
Any reply back yet?
They did not respond directly to this question, but instead sent me this email:
Carl,
Removed content due to GTA rules violation. https://www.gatewaytoairguns.org/GTA/index.php?topic=919.0 (https://www.gatewaytoairguns.org/GTA/index.php?topic=919.0)
15- Private Messages (pm) are just that, PRIVATE. As private emails are too. If any private communication from pm's or emails are posted in the gates the poster may be banned and message deleted.
I have not heard back yet.
Enjoy your popcorn everybody! :D
-Whirly
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I had to dig a bit to find this, but I remember Hatsan USA commenting in a post regarding a Model 95 about things that wouldn't void their warranty. Here's the original comment and the link to the post it was made in:
"The act of removing the stock for maintenance purposes, such as lubricating or adding thread-locking compound to fastening hardware will not affect warranty coverage through us as long as the maintenance performed does not damage or change the operation/performance of the gun."
https://www.gatewaytoairguns.org/GTA/index.php?topic=107396.msg1020895#msg1020895 (https://www.gatewaytoairguns.org/GTA/index.php?topic=107396.msg1020895#msg1020895)
I just emailed that excerpt you quoted to Hatsan Service, asking if it was still true.
-Whirly
Any reply back yet?
Hatsan Service did not reply directly to that question.
They will not cover replacement of the piston seal due to too much lubrication being applied.
They are charging me $34.95 to clean, replace, and re-lube the seal.
They are not charging me for recharging the gas piston which they say caused the problem.
-Whirly
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Too much lube??? Send them this link and ask how much is too much, if you can ask about the rust in the cylinder. https://www.gatewaytoairguns.org/GTA/index.php?topic=126826.msg1243095#msg1243095 (https://www.gatewaytoairguns.org/GTA/index.php?topic=126826.msg1243095#msg1243095)
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Too much lube??? Send them this link and ask how much is too much, if you can ask about the rust in the cylinder. https://www.gatewaytoairguns.org/GTA/index.php?topic=126826.msg1243095#msg1243095 (https://www.gatewaytoairguns.org/GTA/index.php?topic=126826.msg1243095#msg1243095)
I'm pretty much done with any unnecessary communication with Hatsan Service.
Nice work on that 100X!
-Whirly
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Just to bring closure to this thread, here is a "final report" on the faulty Vortex 95:
After charging me $34.95 for the piston seal replacement, Hatsan Service sent me an email explaining that they damaged my rifle while replacing the seal, and would replace the whole airgun with a new Vortex 95 that was shooting at a measured 810 fps with Vortex Express pellets.
I have received the new 95 Vortex, and it's producing velocities with 14.5-grain RWS Superdomes of about 780 fps, and about 760 with 14.66-grain Hatsan Vortex Supremes, which is consistent with my other Vortex 95s. It operates smoothly and, so far, shows no signs of any mechanical problems.
-Whirly
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Thanks for following up Whirly.
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While it not worthy you had to go through all the hassle it sounds like it had a happy ending?
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While it not worthy you had to go through all the hassle it sounds like it had a happy ending?
Yes. Though I think that Hatsan should have repaired or replaced the rifle at no cost, which I could have done simply by returning the gun to Field Supply (http://www.fieldsupply.com/) (who I greatly enjoy doing business with), I am very happy with the new Vortex 95.
All's well that ends well.
-Whirly
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Get on chat with FS and talk to Amber, she helped me with mine. I tried to return it first but she said to contact hatsan and let her know what they say. I replied and told her they want me to ship it on my dime and she sent a packing slip. I didn't use it or send it back but I'm glad FS stepped up to help. Maybe they'll give you a credit or something. I'm happy to do business with them again because of that service.
So in the end. How much did it cost for the gun and what was the selling price?
We "Bargain Gate" junkies want to know!!!!
Enjoy the gun now that's it's right, regardless of what it cost if it fits your needs.
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Though I think that Hatsan should have repaired or replaced the rifle at no cost, which I could have done simply by returning the gun to Field Supply (http://www.fieldsupply.com/) (who I greatly enjoy doing business with), I am very happy with the new Vortex 95.
All's well that ends well.
-Whirly
Glad to hear it's finally settled, and you're happy. Hatsan replaced my bad 100x with a 100x Vortex and I enjoy the rifle. (They immediately responded to my e-mail, sent me a return shipping label, and gave me an upgrade on the replacement.)
Enjoy your new 95 Vortex in good health!
Tight groups,
Bob
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Get on chat with FS and talk to Amber, she helped me with mine. I tried to return it first but she said to contact hatsan and let her know what they say. I replied and told her they want me to ship it on my dime and she sent a packing slip. I didn't use it or send it back but I'm glad FS stepped up to help. Maybe they'll give you a credit or something. I'm happy to do business with them again because of that service.
So in the end. How much did it cost for the gun and what was the selling price?
We "Bargain Gate" junkies want to know!!!!
Enjoy the gun now that's it's right, regardless of what it cost if it fits your needs.
Yes, Amber at Field Supply is great and is always quick to respond to my emails and is very helpful.
I purchased the original 95 Vortex for $160, plus the $35 for repair/replacement. So, that makes $195 total.
Sending the gun to Hatsan for repair rather than return it to Field Supply was partially done out of my own curiosity, and I don't think FS should take any responsibility for the decisions made by me and/or Hatsan Service.
Amber at Field Supply did offer to help during the process, which is enough to earn them a gold star in my book.
-Whirly
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OK, with a brief interlude to avoid precognition detonation Back to the subject; Hatsan USA customer service
Well, let us take into account that this GTA page is also labeled Pyramid Air.
Since it is a "bb gun" / "learning tool" when I first had problems with Hatsan, I first assumed that somebody was trying to tell me that they NEED qualified personnel to handle service. Which was and is a pretty vain assumption of my part, but the fact what we are expecting of Hatsan is also referring to a difficult area of management. The fact is that when person is expected to be performing factory service in the United States of America, they are often, "outsmarted" by their own college educated middle management. it is pretty simple, no sooner do you get an answer from your managers that you can use to get the job done, somebody "just has to" get paid for his assumed authority over it all.
Now, if I were were to leave the general problems with US College education out of it, then I can actual discuss the problem that Hatsan sent me. That is , a gun that is labeled as "Same serial number, Refurbished" however the replacement part necessary during the "factory refurbishment" is not legal for the factory to replace in Europe. They are not allowed to replace the serial numbered part, it 's the law.
Well, I assume that they thought about it pretty well and then sent it to me; I can't afford to fix it it either.
In the meantime, my Hatsan 100x has popped a mainspring...it's under warrenty, BUT I AM NOT GOING TO TRUST HASTSANUSA WITH A CREDIT CARD NUMBER! Once both you and I have concluded that I can't afford you, I have to agree with myself. That gun will set there on the shelf broken as welas my previous one.
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Joe,
If it make you feel better, vent all you want. ;D
Germany and the UK have very strict air gun laws. Try having an air gun shipped from the UK, LOL. :-*
Try having a barrel shipped from Germany, LOL. :-*
-Y
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back to the subject.
I contacted Hatsanusa dot com last night, they emailed me before I got out of bed.
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I hope the situation improves. I have several of their AG's and have only had a few issues over the past few years, all of which were resolved promptly.
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Okay, we see the restrictions on acquiring and replacing parts which have serial numbers from Europe. So, does Hatsan Turkey and Hatsan USA understand the rules are different over here in the USA. Why are they projecting their laws and restrictions onto us here in the United States? I know they have received a replacement Mod 125 .22 non-QE breach block and barrel assembly to swap out on my Mod 135 .177 Standard non-QE breach block and barrel assembly. So, they can be shipped here from Turkey.
So, I can only assume that Blaine Manifold has a contract to conduct distribution for this hemisphere and customer service/repair for this part of the world. Couldn't someone else setup shop to do the same thing and compete for a contract with Hatsan Turkey?
I'm thinking of finding someone who speaks Turkish and contact them directly to get it straight from the horses month on replacement parts. My bet is that the CEO of the Hatsan company in Turkey may know know how things are being ran over here. Or, they may not care at all. Strange thing is that I can't find a single thing in my Internet to indicate who the CEO of Hatsan in Turkey is. Anyone know?
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Chris,
Here you go:
HATSAN
ARMS COMPANY
Factory: Kemalpasa O.S.B. Mahallesi , Ansizca Sanayi Sitesi No: 303, Kemalpasa, 35730, Izmir - TURKEY
Office: Ansizca Koyu Sogutcuk Mevkii No: 2, Kemalpasa, 35730, Izmir, TURKEY
Tel: +90 (232) 878 91 00 •
or try this:
http://www.hatsan.com.tr/en_company.html (http://www.hatsan.com.tr/en_company.html)
or
İzmir Ankara Karayolu 28. Km.
No: 289
06930 İzmir
Turkey
Phone number +90 232 8789100
Lastly, try calling NATO headquarter in Brussels. Hatsan is a major arms supplier to them.
Good luck and start practicing your Turkish... ;)
-Y
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Thanks Yogi,
Who I meant is, Hatsan Arms Company. Lazy typist, shortened it to Hatsan Turkey. I looked over those web pages you recommended before posting my comment. I believe that information is just their factory and headquarters address along with the history and details of their operations. Don't see any listing of their upper management people anywhere. Even a search of the Internet doesn't return anything. Tried to poke around on any results in Turkish language but found nothing.
I mentioned way early in this topic that I called the Turkey offices 6 months to a year ago. I got a recording that said 'Press 9 for English'. But several times the person who answered could not speak English. So, how does Blaine communicate with these guys? There must be an interpreter somewhere.
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Greet @ Krale in Holland got me some Hatsan parts that Hatsan USA would not sell me. Took a while and he had to go to the Hatsan importer in Holland. I'm sure that the Dutch importer would know and if you told him that you wanted to write a letter personally to the President to tell him "how wonderful" HatsanUSA is, I'm sure he would oblige. ;) Honey not vinegar. :-*
Otherwise call that place in Poland.....they speak very little English however.
There is a Polish guy over on the German gate that has some nice HW30's who might help. He volunteered try and help get parts for others...
Otherwise, fly to Istanbul and get a factory tour. 8)
-Y
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Re Customer Service: I just ordered a Striker Edge .25 refurb direct from Hatsan USA. There was some issue with the shipping address and a gal from Hatsan called for a clarification. When we confirmed the correct address, she shipped the rifle overnight FedEx for only $5.00.....to me that's great Customer Service.
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Yogi,
Are you saying that I could have gone the Holland route to purchase the replacement Mod 135 Standard .22 non-QE breach block and barrel assembly despite the serial number being on it? Or, would they experience the same restrictions we experience over here in the USA with Hatsan USA?
I would like to see other parts of the world, but it hasn't been very friendly out there, especially for Americans. I'll have to pass on the factory tour for now.
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I bought an 85 (from Field Supply) last year, rebuilt and lube tuned the gun, then found out the dovetail was cut not only off center, but diagonally. Only noticed this when I installed the scope. Contacted Hatsan, told them what happened, and they replaced the gun despite the fact I had rebuilt it, voiding the warranty. That was very cool of them.
More recently I purchased a 1000X (again from FS). I immediately noticed an issue: the barrel mounting fork was welded on the end of the airtube inmprpperly. It was clocked several degrees to the right, basically making the top of the barrel block pointing at 1 o-clock instead of 12 o-clock, like it should be, basically creating the same issue my 85 with the poorly cut dovetails. I contacted Hatsan, sent them some pictures, and they gave me an RMA. This morning I got the email from them telling me that there is nothing wrong with the gun, and they're sending it back. 2 legit manufacturing issues, 2 distinctly different outcomes...inconsistent at the least.
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I bought an 85 (from Field Supply) last year, rebuilt and lube tuned the gun, then found out the dovetail was cut not only off center, but diagonally. Only noticed this when I installed the scope. Contacted Hatsan, told them what happened, and they replaced the gun despite the fact I had rebuilt it, voiding the warranty. That was very cool of them.
More recently I purchased a 1000X (again from FS). I immediately noticed an issue: the barrel mounting fork was welded on the end of the airtube inmprpperly. It was clocked several degrees to the right, basically making the top of the barrel block pointing at 1 o-clock instead of 12 o-clock, like it should be, basically creating the same issue my 85 with the poorly cut dovetails. I contacted Hatsan, sent them some pictures, and they gave me an RMA. This morning I got the email from them telling me that there is nothing wrong with the gun, and they're sending it back. 2 legit manufacturing issues, 2 distinctly different outcomes...inconsistent at the least.
Yes, "inconsistent" seems to be a good word for my experiences as well. They have really run the full gamut in terms of helping (or not helping) with issues.
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I had to ordered a new stock screw recently. The website really needs some work. I had several issues registering, and they didn't have the part I needed listed on the website. Seems the website is very outdated, but I was able to get good help via email. They were prompt to resolve my issue and helpful. They shipped my part quickly as well.
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When you need parts it's easier (???) to just fill out a "Customer Service request form" online and ask for the parts you need in the comments box. That's how I got new Piston seals for my Striker and 85. It only took a day or two emailing back and forth to get prices and order them!
Me: are the small seals still available ("small" 1000, 85, 95 size piston seals)?
Hatsan reply: yes
Me: uh, how much are they?
Hatsan: how many do you want?
Me: depends, how much are they?!?
Hatsan: $10 each.
Then how do I want to pay, etc...did get them pretty quickly. They still have my 1000x I mentioned above. When I replied to their "nothing's wrong, it's you" email, I got an immediate reply saying they were having the gun turned around and returned to them for another look. That was almost three weeks ago. I've inquired if there has been any progress, but still no reply.