Bought a faulty item how long should I give them to respond?

[Allen428]

I bought two pistol magazines but when I received them and tested them with gas one of them was pissing gas out the base plate. I bought these from a reputable Airsoft company in the uk but they’ve not responded to me how long should I give them to respond? I emailed them with a video of the problem and left a voicemail on there answer machine ( calls just go to answer machine) last thursday, on Saturday I seen they posted something on there fb page so I messaged them through fb messenger but have had no reply through that either. 

 

[Skara]

I'd give them a week from the first message/call/mail, so next Thursday in your case.

That's plenty of time for them to read and get back to you (even if it's to say feck off wanka).

 

[Rogerborg]

Do they have a good reputation?

Got this sorted yet?

 

[Tackle]

What "reputable company" are we talking about here ?, to me anyone who has a phone number that ONLY goes to answerphone is already letting it's customers down.

To then apparently ignore the OP's numerous messages, far from professional ?.

 

[ChrisG]

A reputable company should give you a reply within 24hours. Let's be honest, this company isn't 24/7 busy, they have time to reply to an email. 

 

[Allen428]

Had a response now but instead of offering a replacement has offered to repair it if I return it.

 

[Tackle]

Had a response now but instead of offering a replacement has offered to repair it if I return it.

Base plate repairs are generally piss easy, valves a smidge more technical, but ultimately it's faulty & should be replaced not repaired, & everything at his cost.

Tell him you want a new one, or a full refund including all postage costs , as is your right, some  Airsoft retailers have got to get it in to their apparently thick skulls that they are subject to all the same rules as any other form of retailers.? 

& We still don't know who the retailer is ?

 

[remus]

iirc by law they are required to repair or replace  (companys are not required to refund that is usually their choice) probably repairing it works out as best value as likely it just requires taking apart and plumbers tape. then again iv discovered some webstes if you reply with some form f pic proof they will accept that straight away and refund way quicker

name and shame and see how reputable this site is...

 

[Steveocee]

What mags are we talking about? If it's something like a hi-capa mag just pop the base off, half turn of a screw and you're golden. Not great on a new mag but at least you'd be prepared on how to maintain them in 6-9 months time when they'd need a tighten anyway.

 

[Allen428]

iirc by law they are required to repair or replace  (companys are not required to refund that is usually their choice) probably repairing it works out as best value as likely it just requires taking apart and plumbers tape. then again iv discovered some webstes if you reply with some form f pic proof they will accept that straight away and refund way quicker

name and shame and see how reputable this site is...

Bespoke Airsoft I’ve only ever heard good things about them but I certainly won’t be buying any thing from him again, it’s been nearly two weeks and it’s still not resolved. 

 

[Steveocee]

Bespoke Airsoft I’ve only ever heard good things about them but I certainly won’t be buying any thing from him again, it’s been nearly two weeks and it’s still not resolved. 

What mags for which gun?

 

[Allen428]

What mags for which gun?

Hi capa mag, the main gasket/oring is deformed, I can order a new one but I shouldn’t have to as it’s a new mag and I am quite shocked from the after sales support from someone who seams to have a good following/reputation.

View attachment 51864

 

[1st commando]

By disassembling the product you have in most cases voided any warranty you had and any requirement for the company to take the item back 

 

[Allen428]

By disassembling the product you have in most cases voided any warranty you had and any requirement for the company to take the item back 

I only did it under his instructions and I was happy to send it back without touching it. Now he doesn’t seem to want to respond.

 

[1st commando]

I only did it under his instructions and I was happy to send it back without touching it. Now he doesn’t seem to want to respond.

ah I see 

 

[Steveocee]

I know it's a new mag and you shouldn't have to or want to but lube the o-ring, wrap PTFE around the mag middle a couple of times, seal the mag up and it should stop leaking. then make mental note to never spend your money there again.

 

[Rogerborg]

By disassembling the product you have in most cases voided any warranty you had and any requirement for the company to take the item back 

Why?

Well, that's shoddy by them, and no mistake. I'd slap some RTV gasket maker in there and get on with my life though.

 

[1st commando]

Why?

Well, that's shoddy by them, and no mistake. I'd slap some RTV gasket maker in there and get on with my life though.

That pretty standard across all industries . If you take apart your xbox one or smart phone don't expect the warranty to cover you.

Obviously in this case the Op did it by instruction of the retailer so it's a whole different thing now 

 

[Skara]

Obviously in this case the Op did it by instruction of the retailer so it's a whole different thing now 

If he can prove it, yes.

 

[Tackle]

Sod it, message him you'll sort it yourself (it's an easy fix), but as a result your gonna rip the pee out of his company (which you've essentially already done here with this thread), on every forum, social media & review website, as a thank you for "great" response & customer service, & then give him the day to remedy it properly (send out some spare seals/partial refund, that kinda thing), gonna be cheaper for him than all that bad publicity ?

I only did it under his instructions and I was happy to send it back without touching it. Now he doesn’t seem to want to respond.