American Tactical Imports Warranty issue

Discussion in '1911 Forum' started by JonM, Apr 14, 2011.

  1. JonM

    JonM Moderator

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    as some of you know i recently bought a GSG 1911-22 imported by american tactical imports a little bit back. a piece fo the frame chipped off i sent it back for warranty through the dealer i purchesed it from. ATI sent it back unopened and wrote refused on the box. it was sent via UPS.

    i just called them and a rather rude woman answered the phone and transferred me to an unattended voice mail box. no names given from her she transferred me before i could ask her name there was no name on the Vmail box message. so i left a short summary of my issue and my phone number.

    i will follow up here with new info as or if it develops. right now i would definately not recomend buying any product imported or sold by ATI due to the crappy service so far. if this doesnt get resolved i guess i will just be out the 300ish $$ i paid and just shoot the piss out of the gun till it breaks then toss it.

    so for those asking if i recomend the GSG. it is a resounding NO!! hell NO!! at this point. if i have to make calls to get warranty service like this then this is not a company i will be dealing with in the future regardless of outcome.

    this is not a knock against German Sport Guns but the importer ATI.
     
  2. JonM

    JonM Moderator

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    UPDATE:

    christopher from ATI called me and explained the reason for the refusal. evidently they require the rma number to be printed on the outside of the package on all six sides of the box...

    according to my ffl dealer none of that was on their website. who is wrong or unreasonable doesnt matter. im just out 20 or so $ for the extra attempt.

    ill update on final resolution when it happens.

    im still not happy about the monkey business.
     

  3. orangello

    orangello New Member

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    Good luck with it!

    It never ceases to amaze me how many companies shoot themselves in the foot by employing rude CSR's or telephone operators.
     
  4. JonM

    JonM Moderator

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    truth. she didnt have to be short with me either. i wasnt rude or bitchy or anything just told her i was and what my problem was and and she just said im transferring you went right to vmail. christopher was a decent enough sort and got me a RMA to put on the box so i could try again. i just find it amazing they didnt open it. the RMA was inside...
     
  5. CA357

    CA357 New Member Supporter

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    Please keep us in the loop on this. It's amazing how stupid some companies are about service after the sale. It's so much easier to retain a customer than to find a new one. The unhappy customer is then going to talk about it to everyone he knows, which will hurt their business even more. Stupid. :rolleyes:
     
  6. JonM

    JonM Moderator

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    specially when one is a blabbermouth on the interweb and local ranges...
     
  7. IGETEVEN

    IGETEVEN New Member

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    Sorry to hear that Jon. I have never liked ATI, I still see their customer service has not improved much since I had to deal with them on a AK purchased many years back. Hell it even sounds like the same gal? :rolleyes:

    Hey, I will let you borrow mine if ya want, till yours gets back. ;)
     
  8. JonM

    JonM Moderator

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    thanks but i can wait :) spring summer fall i fixate on rifles too damn cold in the winter to shoot them.

    anyway it works out i wont be buying anything from ati again. one thing i do have to say about this experience so far is ati customer service is better so far than what i got from kimber a few years back...
     
  9. canebrake

    canebrake New Member

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    I just sent this email.

    ATI WARRANTY on GSG 1911-22


    From: Cane Brake [mailto:cane458socom@gmail.com]
    Sent: Thursday, April 14, 2011 6:22 PM
    To: customerservice@americantactical.us
    Subject: ATI WARRANTY on GSG 1911

    To Whom It May Concern:

    My name is Canebrake and I am a GSG 1911-22 owner and a moderator on the www.FireArmsTalk.com forum.

    I have been extremely happy with my purchase and have recommended your product to ALL my members.

    I know for a fact that I have steered several sales your way and up until today everyone has been pleased.

    One of my members had a problem with his newly purchased 1911-22 and has run into some difficulty and rudeness trying to resolve this issue.

    I will hold back any recommendations of your products/company until I hear this issue is resolved and maybe some sensitivity training is provided to your CS people.

    May I be so bold as to ask your CS department to visit our 26,000+ member forum and explain your rudeness on this incident. It would help a great deal in improving your company’s image here on the FTF.


    American Tactical Imports Warranty issue


    I will be anxiously awaiting your handling of this currently “small” problem.


    Canebrake
     
  10. JonM

    JonM Moderator

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    wow, im glad i got canebrake looking out for me im waaaaay too nice. i was gonna wait till i got a final resolution heh. in their defense christopher did respond quickly even if the first woman i talked to wasnt terribly helpful and dumped me into vmail.

    i think the response time was somewhere around ten minutes. im really irked they didnt open the box as they woulda seen the paperwork inside. now i gotta pay shipping again to fix something that shoulda been done the first time.

    i relied on the dealer i purchased it from on a special order i waited months to get to ship it back and handle the return for service. sht happens things break or show up defective thats just life. but just shipping it back refused because the rma wasnt printed on all six sides is ridiculous at best.

    i buy a LOT of guns from the good folks at rieneman's true value in burlington wi. damn fine folks to deal with. and he was pissed that the issue resulted in a return.

    one other thing. i REALLY like the gsg 1911-22 its a good gun. all i wanted from em is a quick resolution for a defective example of the product.
     
    Last edited: Apr 14, 2011
  11. LeoGripster

    LeoGripster New Member

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    Oh, Great! I just purchased a GSG 1911 and love it! Shoots great, feels solid. The only concern I have is the slide does feel like the alloy I use to have on my toy guns.

    If I wasn't completely bored with the Ruger/Buckmark style .22 pistols and I wasn't so in love with the 1911, I would have passed and gone with the ones we know perform. I knew I'd be taking a chance and I hope I'm never in your shoes.


    Please keep us in the loop.
     
  12. JonM

    JonM Moderator

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    there are more than a few folks here that have one or are thinking about getting one. so far im the only one having a problem with it. other than this defect it was a fantastic gun the one range trip i had before it broke.
     
  13. canebrake

    canebrake New Member

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    And just how much more heft do you think could be added before that little 22lr would run out of recoil to cycle the slide? My guess is the German engineer that designed the slide nailed the mass. :cool:
     
  14. LeoGripster

    LeoGripster New Member

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    Oh, I figured the whole purpose was due to the cycling physics. I didn't state it as a complaint, only an observation.
     
  15. JonM

    JonM Moderator

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    UPDATE:

    Just got a call from Christopher at ATI regarding my GSG 1911-22 they are going to replace it and send me a new one.

    so i am satisfied with the service once i jumped through their hoops.
     
  16. canebrake

    canebrake New Member

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    I just got off the phone with Chris at ATI and we discussed Jon's GSG 1911-22 problems.

    I am very impressed with ATI's concern and remedy to clear up this potential "black eye" in customer service.

    Chris was very candid in describing in detail his side of the story. It seemed to match Jon's version yet he never said it wasn't ATI's fault. As a matter-of-fact, he has instructed his CS people to be more solution orientated. His main concern for calling me was to make sure the resolution to this issue was satisfactory for all parties involved.

    The first mix-up had to do with the lack of a displayed Return Authorization Number on the outside of the shipping box. Once that was corrected and the gun was inspected, ATI determined the gun was defective (part of the frame broke off) and a replacement (complete NEW gun) would be shipped to Jon.

    Chris wanted me to pass on his apology to our forum for any rudeness Jon had experienced and assured us it will not happen again.

    He also wanted me to tell Jon to (get off your butt - cane added) and send him the ship-to FFL information so he can get the new gun on its way.

    So……….GET OFF YOUR BUTT JON and get Chris the address!

    As stated in my OP, “I will hold back any recommendations of your products/company until I hear this issue is resolved….” I am back unconditionally recommending both the GSG 1911-22 and ATI to any member interested in a great 22lr pistol.

    This recommendation is based on my experience with both the gun and my communications with ATI.

    We always hear the horror stories about bad products and bad companies not standing behind them. Well it certainly is refreshing when we hear about good products and the good company standing behind that which they sell!

    Chris, thank you for your call.

    Jon, please keep us in the loop.
     
  17. JonM

    JonM Moderator

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    i called my FFL guy and gave him the info the second i got off the phone with chris when he called me. i will stop by the shop this afternoon after work and make sure he actually faxed it!!!
     
  18. JonM

    JonM Moderator

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    Update:

    called ATI and spoke with chris he confirmed he did not have the FFL and so i went and talked to my dealer he said he sent it. so i had him re-fax it and then called chris back and confirmed that he recieved it. no more monkey business!!

    now im irked with both of em lol. i dont care who did what JUST DO IT!!

    i want my GSG back!!!

    i shouldnt have to ride herd on either one of em lol. anyway im confident now that im BACK in the loop things will get resolved.

    they had a 91/30 mosin nagant for 149$ in light cosmoline so i took that home too. initial pics and thoughts on it later tonite when i get home.
     
  19. canebrake

    canebrake New Member

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    Chris called again, said he shipped your new GSG out today Jon.

    He also sent me an email with the recommended rounds for any GSG .22 caliber gun. Here's the info;


    Cane,
    Theses are the recommended rounds for any GSG .22 caliber gun. Hope this helps you and your friends!!

    FEDERAL CHAMPION(BULK PACK)
    FEDERAL AMERICAN EAGLE
    FEDERAL PREMIUM HV MATCH
    WINCHESTER SUPER SPEED


    Hope this helps Cane, let me know if I can help you anymore.

    Regards,

    Chris Stinson
    Customer Service Rep.
    American Tactical Imports


    Should anyone have ANY issue with their ATI imported, German Sport Guns firearm please PM me should you require help resolving any issue.

    I will be glad to run interference for you with ATI.
     
  20. JonM

    JonM Moderator

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    thank you very much for helping out and going the extra magazine worth!!

    chris called me just a bit ago to let me know it is shiped out and should be here by monday. hopefully i dont have to wait another 48 hours and pay a new bg check *sigh*