My recent experience with Hatsan non-service



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Offline pikeman

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My recent experience with Hatsan non-service
« on: February 05, 2019, 06:54:01 PM »
My 95 vortex rifle was acting up and it was out of warranty and I mistakenly thought sending it back to the main factory service depot was a good idea.
What I didn't know is that the people who work there do not answer the phone, and will not return calls. Voicemail is accepted. Email is variable.
Dealing with these people is like communicating with someone on Mars. I used the online system to pay with a credit card and unknown to me, it malfunctioned. After a few days I emailed them and didn't receive any response. 2nd try got a response pretty much of "huh?". By then I had determined that the transaction had failed. On the second try it worked. By now much time had been wasted and I'm leaving town. Fortunately they agreed to ship it in care of a neighbor.
I can't believe  how much time they wasted with their lazy responses. What I expected was a reasonable timely response and was essentially blown off.
There will not be another Hatsan airgun for me, and I'll NEVER use that non-service facility again. I'm sure there are competent people on this forum who can fix my 95 if it needs more work. I'd suggest other Hatsan owners spare themselves the frustration I experienced.
  • Pflugerville, TX

Offline Yogi

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Re: My recent experience with Hatsan non-service
« Reply #1 on: February 05, 2019, 08:53:07 PM »
Yes Pete,

You need to fill out the form on their website or NOTHING happens. :(
Sad but true.....

-Y
  • San Francisco, CA
Hatsan 95 Vortex, .22
RWS 6G, .177
RWS LP8 Magnum, .177
Diana 340 N-Tec, .22 Compact Lexus
HW 50S, .177 and/or .22

Offline ShakySarge

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Re: My recent experience with Hatsan non-service
« Reply #2 on: February 05, 2019, 08:57:54 PM »
I have spent many on hour with hatsan CS attempting to order parts. After four days of being on hold and getting transferred to the wrong extensions and starting all over again I eventually got the parts I needed for the guns. I refuse to buy another hatsan product for that reason alone. I feel your pain. Never again. As much as folks put Crosman (velocity outdoors) down, they have great CS. Lesson learned I suppose.
  • Clarksville, Tennessee
Discovery w/ Boyds blaster stock, Marauder trigger, Prod PA

Marauder Gen 1 .25 self tuned with DIY SSG

Marauder Gen 1 .25 Stock from Factory

Original Run 500cc Bottled .25 Self tuned Marauder By D Piccard (soon to be a .30)

Gen 2 Mrod/Armada Frankengun with Gen 1 Bolt .25

Gen 2 Mrod .22 Synthetic

Bulldog .357, power tuned to 296FPE for three shots

Sumatra 2500 500cc .25x2
Sumatra 2500 500cc .22

NuVair (Coltri) MCH-6 Portable Compressor

Numerous 2240's, discos, 2300's, Springers and BB shooters

Offline dcmeyer

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Re: My recent experience with Hatsan non-service
« Reply #3 on: February 21, 2019, 12:26:53 PM »
Yes Pete,

You need to fill out the form on their website or NOTHING happens. :(
Sad but true.....

-Y
It would be nice if they would just say that. Why have other methods of contact if you have NO intention of responding.

Many, many rants, including mine about their CS but no improvements. As long as retailers like PA, AD and others are selling them and NOT addressing customers concerns about service, why would they improve? These retailers need to start having our back and put some pressure on them. If you are high profile and have a voice, they respond. I heard Steve from AEAC say in his videos he contacted them with an issue and it was resolve immediately. Although we are the ultimate consumers, we have no impact on sales. 
  • Apple Valley, CA
RBE .177
Hatsan Flash .25
SIG Sauer SP2022 CO2 Pistol

Offline 19Sheridan57

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Re: My recent experience with Hatsan non-service
« Reply #4 on: February 21, 2019, 02:29:26 PM »
I have never had a problem with their service. I did use the form every time.
  • Florida

Offline desmobob

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Re: My recent experience with Hatsan non-service
« Reply #5 on: February 21, 2019, 03:42:02 PM »
I've only had to deal with them once.  They responded the same day, sent me a return shipping label for my rifle, and replaced it with an upgraded model.  I guess I was lucky and chose the right contact method on the first try.

I have two Hatsans (100x Torpedo and 125 Sniper Vortex) and both are excellent performers and outstanding values.  Again, maybe I was lucky...

Tight groups,
Bob
  • USA  Whitehall, NY
Air Arms TX200 .177
BAM B26-2 .22 MM full tune
Beeman P17 (x2)
Beeman R7 .177
Benjamin 392
CZ Slavia 634 .177
Daisy AVANTI 747 Triumph Match .177 pistol
Daisy Model 25 BB
Daisy PowerLine 35 .177
Daisy Model 111B BB
Daisy Model 188 BB pistol
Daisy PowerLine 880S .177 (x2)
Hatsan Torpedo 100x Vortex .25
Hatsan 125 Sniper Vortex Camo .25
RWS Diana 34 .177 w/Vortek kit
Webley Valuemax .20
Weihrauch HW30 .177
Weihrauch HW90 .22 (and a .177 barrel)

Avatar: 1995 Ducati 900SS SP

Offline DLP

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Re: My recent experience with Hatsan non-service
« Reply #6 on: February 21, 2019, 09:01:10 PM »
I have had great dealing with Hatsan using the form. Except for last week. I was after a new barrel. After 4 customer forms and 2 voice mails, I finely received a return email. It only took 3 days and I recieved the new barrel. Thatís all the way to Michigan. They canít do much better than that. But I would rather talk to some one in person.
  • USA-MI-Morrice
.40 Badger
.45 Bully
.25 Mrod
.22 Disco
.22 pp700w
.22 Prod
.20 Beeman R-10
.20 1975 Dan
Few other springers
ShoeBox F10
ShoeBox MAXX
60, 30 min tanks

Offline squirrel_hunter

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Re: My recent experience with Hatsan non-service
« Reply #7 on: February 21, 2019, 10:15:58 PM »
 yep fill out the form that hatsan has and they get back to you pretty quick.never had a problem when filling out that dreaded form,i think somewhere on that site it says to do that for service...
  • galion ohio

Offline Yogi

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Re: My recent experience with Hatsan non-service
« Reply #8 on: February 22, 2019, 02:07:19 AM »
yep fill out the form that hatsan has and they get back to you pretty quick.never had a problem when filling out that dreaded form,i think somewhere on that site it says to do that for service...

Yup, that is the way to get anywhere.\ with Hatsan CS.   Do not call, nobody is home! ::)
Contact them the way they want to be contacted, not the way you want to contact them.
This way they have a paper trail.  They were sued while back I think and they have lawyered up since then.
I'm very surprised that they sent just a barrel to the other fellow.  Install it wrongly and when you go to cock it you break your arm, sue Hatsan and collect a million dollars.  I think they moved to Arkansas a few years ago because it is harder to sue them there.
Welcome to America, the land of lawyers. :'(

-Y
  • San Francisco, CA
Hatsan 95 Vortex, .22
RWS 6G, .177
RWS LP8 Magnum, .177
Diana 340 N-Tec, .22 Compact Lexus
HW 50S, .177 and/or .22

Offline 19Sheridan57

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Re: My recent experience with Hatsan non-service
« Reply #9 on: February 22, 2019, 07:24:53 AM »
  I don't understand why anyone would have a problem with filling out a simple form & doing things the " right way."

Look at " Warranty and repair."

https://hatsanairgunsusa.com/warranty/
  • Florida

Offline DevilsLuck

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Re: My recent experience with Hatsan non-service
« Reply #10 on: February 22, 2019, 09:45:55 AM »
Yes Pete,

You need to fill out the form on their website or NOTHING happens. :(
Sad but true.....

-Y
Although we are the ultimate consumers, we have no impact on sales.
Im not sure how to make sense of this... The ďconsumerĒ has the ultimate say when it comes to sales. Retailers, and vendors arenít going to keep refilling stock, of an item they canít sell. And as far as sales go I imagine Hatsan does quite well. They bring a lot of features, and innovation, at a price point few can match. As long as they continue to do so; I donít foresee the buying public, or retailers boycotting them. Even if some are having issues with their customer service department.
  • Pell City, AL
Daisy 853 /.177
HW77k Special Edition /.22
Diana 48 B /.22
Air Arms TX200 MK III /.22 Walnut
Crosman Storm XT /.177
Crosman P1377 /.177
Crosman SNR .357 /.177
Benjamin Trail NP Pistol /.177 Dumpster fire!
Smith & Wesson M&P 45 /.177
Benjamin Titan GP /.22
Remington Express Synthetic /.22
Crosman F4 /.177
Hatsan 135 QE Carnivore /.30
Diana 350 .22
DPMS Panther A4 Classic /.177
Diana 34 /.177
Umarex Fusion /.177
Crosman Marksman 1010 /BB
Beeman P17 X 2 /.177
Benjamin 392 /.22- out of commission...
Diana Meisterschutz /.177

Offline SteveP-52

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Re: My recent experience with Hatsan non-service
« Reply #11 on: February 22, 2019, 11:27:50 AM »
I usually fix my own (usually because I screwed them up...lol) but if they're now selling triggers, gas rams and barrels, they've actually come quite the ways as a year and half or maybe 2 ago they wouldn't even consider selling you any of those and you had to send them the rifle, at your expense both ways plus the cost of parts and labor if you wanted or needed something done. I have bought breech seals from them, used the form to do that and when they screwed up and only sent one pack of 4 I emailed, actually got an answer and not only got the 2nd pack sent free, they sent 11 extras for their mistake.

In my case, I wanted to re-barrel a Model 87QE from .177 to .255. To do it, I would have had to send them the rifle, $80 for the barrel, their labor costs, plus the return shipping cost and by the time all was said and done it would have been easier to just buy a new one in .25 which I ended up doing anyway.
  • Buffalo, NY, USA
Hatsan Galatian III QE .25
Hatsan Flashpup .25
Hatsan Flash .22
Beeman R9 .20
Weihrauch HW95 .22
Mendoza Blackhawk .22
Norica Dead Eye GRS .22
Hatsans:
-Model 95 springer .25
-Model 95 QE .22
-Edge .25 Springer
-1000X .25
Webley:
-Tomahawk .177 & .22
-Spector SR .177  w/custom Striker wood stock
-VMX .20 (3, 1 gas rammed)
Beeman P17
Sig Sauer P226

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