Mavrick
07-24-2009, 07:46 AM
I have decided to rewrite my review. After dealing with the guys via the phone, i feel that my initial review was not one i was happy keeping. I will however, keep the facts of the initial transaction.
-I found the advertising confusing like most.
-I ordered the Distraction Kit with the intention to receive the Distraction Kit, Maintenance Kit, and the Spoon Kit as the 14.95 advertisement suggests.
-I placed my order and found the website confusing. After completing the order i was promptly emailed my order summary. There seemed to be no indication that i was getting anything else other than the Distraction Kit.
-Email with Adriel, which could have been the language difference, was confusing and still no good solid feeling as to what exactly i was being shipped.
-My final email was never answered.
-I was given the phone number to contact them from a retailer which solved all issues.
First,
Chris, if you read this, you did a great job pleasing the customer. Apologetic, eager to help, sympathetic to the issue. This is how a company is to act when dealing with a complaint.
As i said before, i dont look for a company's mistakes when passing a judgement; I look at how the company chooses to respond to those mistakes.
When i first spoke to Chris he informed me that the original ad was his advertisement. After discussing my ordeals, he was able to tell me that my order did infact include the spoon kit. The maintenance kit was left out. He told me that he'd ship out the maintenance kit and another spoon kit just to be sure. I was happy.
The only remaining issue i had was that i used the expedited shipping which claimed it was trackable. Seeing as how i live in an apartment who's main entry doors are locked to anyone other than residents and USPS, i have to track my packages so i can plan to be home for their arrival. Not having a tracking number means missing a package and having to track down the carrier's facility. If you've ever dealt with that, its a pain! After a few hours i received a call back from Chris stating that he could not find any indication that my original order was ever shipped. Having placed my order on the 22nd and being told on the 27th that the order wasnt actually shipped was a little annoying. However, Chris dealt with it great. He informed me that it would be expedited shipping and that the original order + the missing Maintenance kit and 2 spoon kits would be sent immediately. No big deal, i'm not going to any major events anytime soon so i can wait for it.
Yesterday evening i actually checked my mail (which is done only if i know i'm receiving something or if i happen to feel like it) and there was the original package. As Chris mentioned, it didnt include the Maintenance kit, but it did include the DD Kit and Spoon.
Seeing as how i'm an honest person, I called him this morning to let him know. I was more than willing to either pay more or ship it back when it arrived. Instead, Chris said keep them. While it wasnt necessary its appreciated. I mean, who doesnt like free ****?!
I also made mention of having technical troubles with my Tornado Grenade that started yesterday evening.
http://airsoftohio.com/forums/showthread.php?t=24182
Like someone who cares about their products i could tell he was somewhat shocked that i actually had a problem. Before hanging up he gave me a "promise to call back" of an hour when Carl, the inventor came into the office. I am counting down my hour as i'm writing this.
So, while i wait for the second package to arrive I feel comfortable enough to change my initial review of Airsoft Innovations. They're down to earth small business guys looking to introduce some products, which i feel we've been lacking (those other grenades SUCK!), to make their play and ours that much more realistic. With my recent dealings with Chris and the amount of time it took to correct the issues, I have no reason not to give them my full seal of approval. I'd do business with them again.
-I found the advertising confusing like most.
-I ordered the Distraction Kit with the intention to receive the Distraction Kit, Maintenance Kit, and the Spoon Kit as the 14.95 advertisement suggests.
-I placed my order and found the website confusing. After completing the order i was promptly emailed my order summary. There seemed to be no indication that i was getting anything else other than the Distraction Kit.
-Email with Adriel, which could have been the language difference, was confusing and still no good solid feeling as to what exactly i was being shipped.
-My final email was never answered.
-I was given the phone number to contact them from a retailer which solved all issues.
First,
Chris, if you read this, you did a great job pleasing the customer. Apologetic, eager to help, sympathetic to the issue. This is how a company is to act when dealing with a complaint.
As i said before, i dont look for a company's mistakes when passing a judgement; I look at how the company chooses to respond to those mistakes.
When i first spoke to Chris he informed me that the original ad was his advertisement. After discussing my ordeals, he was able to tell me that my order did infact include the spoon kit. The maintenance kit was left out. He told me that he'd ship out the maintenance kit and another spoon kit just to be sure. I was happy.
The only remaining issue i had was that i used the expedited shipping which claimed it was trackable. Seeing as how i live in an apartment who's main entry doors are locked to anyone other than residents and USPS, i have to track my packages so i can plan to be home for their arrival. Not having a tracking number means missing a package and having to track down the carrier's facility. If you've ever dealt with that, its a pain! After a few hours i received a call back from Chris stating that he could not find any indication that my original order was ever shipped. Having placed my order on the 22nd and being told on the 27th that the order wasnt actually shipped was a little annoying. However, Chris dealt with it great. He informed me that it would be expedited shipping and that the original order + the missing Maintenance kit and 2 spoon kits would be sent immediately. No big deal, i'm not going to any major events anytime soon so i can wait for it.
Yesterday evening i actually checked my mail (which is done only if i know i'm receiving something or if i happen to feel like it) and there was the original package. As Chris mentioned, it didnt include the Maintenance kit, but it did include the DD Kit and Spoon.
Seeing as how i'm an honest person, I called him this morning to let him know. I was more than willing to either pay more or ship it back when it arrived. Instead, Chris said keep them. While it wasnt necessary its appreciated. I mean, who doesnt like free ****?!
I also made mention of having technical troubles with my Tornado Grenade that started yesterday evening.
http://airsoftohio.com/forums/showthread.php?t=24182
Like someone who cares about their products i could tell he was somewhat shocked that i actually had a problem. Before hanging up he gave me a "promise to call back" of an hour when Carl, the inventor came into the office. I am counting down my hour as i'm writing this.
So, while i wait for the second package to arrive I feel comfortable enough to change my initial review of Airsoft Innovations. They're down to earth small business guys looking to introduce some products, which i feel we've been lacking (those other grenades SUCK!), to make their play and ours that much more realistic. With my recent dealings with Chris and the amount of time it took to correct the issues, I have no reason not to give them my full seal of approval. I'd do business with them again.