Author Topic: Today a very nice experience with the Diana Factory. (Read 5671 times))

airnutz · « **on:** February 10, 2012, 10:02:42 AM »

Hello folks!

I just want to relate a very positive experience I had today with the Diana Factory here in Germany.

A week ago I received a batch of small parts that I ordered over the telephone for my old Diana 35. Everything looked OK, until I tried renewing the O-Ring. The one they sent was rubber, as the Rep. said they don't use the leather ones anymore. The thing is too small! Also the metal shim that is used behind the seal is too small.

So, after inquiring, I was furthered to a Technician who tells me, "No problem, our mistake. I'll send you a new leather one and the appropriate shim at no charge. We are sorry for the inconvenience". He even, without me asking, tells me how to install the new leather seal, just in case.

I think this was very nice, and respect to those who can easily admit a mistake, and are more than willing to make good on it. Bravo Diana!

Greetings.

Onebaddj · « **Reply #1 on:** February 10, 2012, 10:13:00 AM »

Its alway nice when ys get the right people who still beleive that they are there to provide good cistomer service. Glad you had a good expeiriance.

SAADE · « **Reply #2 on:** February 10, 2012, 11:04:16 AM »

Great, I have had similar experiences when working with Weihrauch people directly in Germany, even Herr Weihrauch joins in when needed to solve problems.

We are fortunate to have makers in Europe and the U.S. who actually understand and have pride in their products.

TOM aka critter99 · « **Reply #3 on:** February 10, 2012, 03:27:25 PM »

I wonder if the folks at the Diana Company realize how POORLY their US importer can treat people at times?

airnutz · « **Reply #4 on:** February 10, 2012, 03:57:36 PM »

Quote from: TOM aka critter99 on February 10, 2012, 03:27:25 PM

I wonder if the folks at the Diana Company realize how POORLY their US importer can treat people at times?

Tom critter, Hey I will call them on Monday and ask. I have read here on this forum about the poor Customer Service, and I wonder myself if Diana is informed. i would imagine, yes they know.

Do you think it would be a good idea for me to find out about ordering procedures for parts, to the US? My experience is they are totally friendly and reliable here. Also, as I have often Shipments of packages and the like to the USA, the most problems arise from your side of the pond, not from here.

PS; folks, please do not take offense at my poke at US Postal, ok? This is just an observation I have made after decades of shipping to the US.

Greetings.

TOM aka critter99 · « **Reply #5 on:** February 10, 2012, 04:09:55 PM »

As far as I know we cannot order anything from Diana unless the importer here decides they do not want out cash and will not order it for us. Their rep here is about max profit for this quarter and does not care about longterm customer satisfaction or market share. The lifetime warranty is a joke here hidden charges at every chance....got a bad outsourced barrel they will check it $35 range charge and you pay shipping both ways.

airnutz · « **Reply #6 on:** February 10, 2012, 04:21:59 PM »

Wow, that is incredibly sad.

But on the other hand, the prices you guys pay for new Dianas is unbelievable. I recently saw a new 350 Feuerkraft for the price of what a used, and I mean old Weihrauch 35s costs.

I would today, probable choose the Model 34, without a scope. But it costs here a whopping 500 Bills. And this with only 575 fps! Too much money for my sense of taste.

Greetings.

Ken T · « **Reply #7 on:** February 10, 2012, 04:30:19 PM »

I have tried to order parts direct from Diana.They referred me to their US importer.My experience with the US importer was unsatisfactory.I order Diana parts from Chambers Gunmakers in Scotland.They provide excellent service.

airnutz · « **Reply #8 on:** February 10, 2012, 04:43:06 PM »

Excellent!

I was in Scotland a few years back. I ordered a couple of those good old Scottish liquid specialties.

They serviced me well, too.

robert w · « **Reply #9 on:** February 10, 2012, 04:45:42 PM »

mabe thats why i own more german guns than chinese traded 3 chinese guns in on a diana 34 now i jst have 2 chinese guns and if i hadnt installed grt III triggers in both of them they would be history

airnutz · « **Reply #10 on:** February 10, 2012, 04:56:04 PM »

Quote from: robert w on February 10, 2012, 04:45:42 PM

mabe thats why i own more german guns than chinese traded 3 chinese guns in on a diana 34 now i jst have 2 chinese guns and if i hadnt installed grt III triggers in both of them they would be history

Hello robert w, I guess it is just a Market thing, maybe one just has to pay the price if something a little better is wanted. Regardless of country, or origin of the product. I still could not believe my eyes at the inexpensive prices you guys are offered.

Lol, now I can understand better why some of the members have so many fine pieces in their collections. But hey, I have several tractors! Some even US models, but they weren't cheap either. Dang, come to think of it, something ain't right here.

SAADE · « **Reply #11 on:** February 10, 2012, 04:59:51 PM »

Quote from: airnutz on February 10, 2012, 04:43:06 PM

Excellent!

I was in Scotland a few years back. I ordered a couple of those good old Scottish liquid specialties.

They serviced me well, too.

Now that's my knid of parts service, the liquid kind!

Good one Airnutz!

SAADE · « **Reply #12 on:** February 10, 2012, 05:02:21 PM »

Have bought parts from Chambers and they are good folks with the great gun diagrams on their website too. Postage is very reasonable until weight jumps up (barrels or stocks etc)

Also bought parts from Dianawerks directly years back, no problems, guess that no longer works?

airnutz · « **Reply #13 on:** February 10, 2012, 05:18:34 PM »

I had a looky at Chambers Site, seems OK.

My Experience with any UK company has been totally positive.

I am happy to see it is possible to do without weak representation, and get good service elsewhere.

beemangh950 · « **Reply #14 on:** February 10, 2012, 08:55:15 PM »

I just had a similar experience with pyramid air I ordered the heavy crosman premier pellets and got the lighter ones instead, I called them expecting to have to first send back the order before they sent the right one's, But instead they apologized and say"we'll get that right out to you" no questions asked. With customer service like that I will never hesitate to do further business with them again. Way to go Pyramid Air keep up the good work.

Rickey · « **Reply #15 on:** February 10, 2012, 09:28:14 PM »

I have emailed Diana twice the last time it was about my 4 month old 34 with a broke main spring. Sent it back on Feb. 5 2012 about how Umarex wouldn't even send me a spring and expected me to pay all shipping charges. I haven't heard anything from Diana yet. I'm not sure they do care. The guns are great but customer service is in the toilet here with Umarex. Got better service with Crosman. Rickey

SAADE · « **Reply #16 on:** February 10, 2012, 10:23:08 PM »

Quote from: beemangh950 on February 10, 2012, 08:55:15 PM

I just had a similar experience with pyramid air I ordered the heavy crosman premier pellets and got the lighter ones instead, I called them expecting to have to first send back the order before they sent the right one's, But instead they apologized and say"we'll get that right out to you" no questions asked. With customer service like that I will never hesitate to do further business with them again. Way to go Pyramid Air keep up the good work.

Ya, it's one of the reasons to order from PA, these Diana/Umarex horror stories wouldn't happen at Pyramyd, they would fix the gun themselves if that's what it required. I had a problem with my CP88 and it was past the 30 days no questions return date. I escalated the problem with PA and they got Umarex to fix it, I just paid postage.

Are all of these posts about issues past the one year waaranty period?

TOM aka critter99 · « **Reply #17 on:** February 10, 2012, 11:00:28 PM »

Dianas have a "limited lifetime" warranty. The warranty thru UMAREX is a joke

Most of the stories I have known about were fairly new units. My own personal one was junk "out of the box" twice

RedFeather · « **Reply #18 on:** February 10, 2012, 11:13:51 PM »

I'm so sick of Diana-bashing I could puke.

TOM aka critter99 · « **Reply #19 on:** February 11, 2012, 12:01:47 AM »

Red you not getting it

.....ITS NOT DIANA bashing.....

The trouble is lack of UMAREX customer service/customer focus/customer satisfaction...ALL companies have units that go astray in QC what matters is when it does happen how do they react to the consumer

I will not even consider using the UMAREX warranty again ....unless another scope rail falls off or something rare like it happens. It is a NON-WARRANTY for most purposes

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Today a very nice experience with the Diana Factory.

Author Topic: Today a very nice experience with the Diana Factory. (Read 5671 times))

airnutz

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