Ruffled by Pyramidair!! (a rant)

[airiscool]

" Geeze, and it doesn't look like my situation is anything new to PA!!

http://www.ripoffreport.com/guns-ranges/pyramyd-air-guns/pyramyd-ai... "

Pyramyd is not the only company having problems getting stuff from over seas. Don't get me started about waiting months for parts for the girl friends VW Passat. It's become such a problem for the dealers that like other manufacturers, VW is building a factory in this country.

And, I'm not defending Pyramyd's  system of dealing with back orders (watch, my next order will be screwed up too ), but, I read the linked emails and in all fairness, Pyramyd did offer to correct the goofs by swapping at no charge.

The guy, instead of sending the guns back so that he could get what he originally ordered, couldn't be bothered going to a Fed Ex, or UPS.  BTW, both of which can also be done online and they will pickup at your home or work place. And, if the vender gives you their ID number, I know UPS will pick up and reverse the charges back to the vender. I know this because I do it in my work. The guy couldn't even get to a Post Office ?   Instead he was taking his complints to the internet.

How's any company suposed to rectify a problem when the customer appears like he only wants to rant instead of solve the problem ?

Paul

[thebookdoc]

I ranted HERE...I tried to solve the problem on the phone...they kept putting up roadblocks.

[thebookdoc]

So, part of the reason I like this forum...and other forums for interests I have... is leverage. Nothing gets a vendor motivated quicker than bad press. That and an email to the president of the company (if you didn't read all the previous, I asked for the president's email from customer service -- they wouldn't give it to me -- so again I had to do their job for them with an internet search. It didn't take long. i wrote him and the PR department a short note telling them about the lack of customer service hurting their business.

Today I get a call... it is the same gal I talked to the day before. She tells me she has good news. She got the policy from ebillme, which is: "the $25 refund is yours to keep even if you cancel the purchase." An interesting allowance. She also said, the IT department found a way to change the order on the back end. "While we don't have the pellets you wanted in stock, we can substitute something similar." That is all i was asking. It is all that should have happened in the first place.

So I am getting nearly the same thing, H&N Crow Magnum .22 Cal, 18.21 Grains, Hollowpoint, 200ct instead of the Beeman. And they will be shipping today.

Now, who here thinks I would have gotten anywhere without an email to the president of the company and a little tirade on this forum?

While I shouldn't count my chickens, etc., Thanks for all the responses and interest. The public can make a difference. I'd gotten nowhere on my own.

[Magnum]

I'm not sure but if  this ebill company is anything like pay pal, I believe you  can call and place a dispute that you did you not receive your items. Your money will be returned to your account if vendor does not reply to them or remedy situation within 10 days at least that's what I did with pay pal one time when I did not receive. Thing is with pay pal and may be same for ebill  you have to call them because its your account and they will not speak to the vendor/seller about your account.  I am not familiar with  Ebill  but guess they are offering a discount on a purchase if you enroll with them? Hope this may help in some way as I hate see this type thing anywhere and it also drives me nuts, ,Tony.

[airiscool]

Rich,
I hear ya, and their conduct in your case is inexcusable.

Why the guy at the link you posted never sent his guns back when given the opertunity is what I don't understand.

Back orderes are nothing new in business. Lots of companies deal with the problem without it getting to this level.

I do alot of phone and internet ordering and have never seen this type of order hold-up. Most of the companies I deal with even check stock with their computers as I'm placing the order and if something isn't in stock, give me the option of back order the entire order, or send on what they have and just back order what they don't.  

Glad to hear you've had some success. Hopefully, you'll get what they say they are sending. And, also, hopefully,  Pyramyd will get the message and make changes in how they deal with back orders.

Paul.

[RedFeather]

Any time you ask to speak to a supervisor, you should have that opportunity afforded you. She, the rep, did not have the authority to put you off for so long. My wife's uncle used this ploy when talking with a customer service department - If, after a while, his question looked like it was not going to be answered, he asked to speak with a supervisor. When he got the super and it still looked bleak, he asked to speak to that person's supervisor. Usually, the person on the phone was only too happy to kick the problem upstairs. He once got all the way to a Vice Presidential level at his local utility. Doesn't always work but, if you persist, politely but firmly interrupting the rep's spiel, it may get you there.

PA should wise up and ship a partial order when only one item is backordered. I think I saw some photos of their shop and it didn't look all that big, inventory-wise. It's one thing to use "just in time" inventorying, but you can't continually backorder stuff, especially for three months.

Want pellets? Try Tim at Mac-1. His "whole lotta lead" sale is now a full time thing. Might not be as cheap but haven't heard anything bad about them at all.

[clip]

Richard....I realize this is about 6 weeks after you posted this but I had some serious issues with Pyramid Air myself. I finally emailed the CEO of the company, told him what was going on with a refund I should have received but didn't and he took care of my problems personally. His email address is patrick.coughlin@pyramidair.com. He replied to my emails immediately and my concerns were handled within a couple of days. He emailed back to me to make sure the problems had been solved to my satisfaction. In case you ever do business with them again, and suffer for it, I thought you might be interested in knowing who to write to. This guy certainly got results for me when I had exausted my patience with their customer service people!

[thebookdoc]

I don't know why it has to come to that -- he either needs to fire them all or retrain them. Customer service isn't supposed to make you sorry you spent money with a company!

Thanks for sharing.

[7.62X51]

I just canceled my last order with Pyramyd yesterday.  I had several tins of pellets ordered as well as the Air Venturi Benjamin scope mount. Delivery kept getting pushed back so I decided to look elsewhere.  I recently found a place called Natchez Shooters Supply while I was searching for the best price on an RWS 48.  They have the rifle cheaper than anywhere else I could find at only $299!  They are also cheaper than PA on most pellets but they only carry RWS and Gamo. Scopes look cheap too.  Hope this helps somebody.

[lastmanout]

Online shopping can get bad-  JUST BEWARE - Natchez charges ALOT for shipping and handling. I quit dealling with Natchez after I paid $13.50 to ship two pocket knives (that where on sale).

[clip]

I have had dealings with Natchez supply in the past...not many but my experiences were more pleasant than anything with PyramydAir. I really haven't bought much from them so I can't give an in-depth critique of their customer service. As far as prices are concerned, I bought my Diana 52 Natchez and it was $50 cheaper than anywhere else. I don't remember what the shipping charge was, however. I too, would have been pretty unhappy if I had been charged $13 for a couple of knives as Tim had to pay. I'm not sure where Tim lives but I live in Missouri so the postage mighta been a bit lower to me. I believe Gene has had more dealings with Natchez and can give a better report than I.
  My last order from Pyramyd was for 4 tins of pellets. It was quite a change, packing-wise, than tins I've received before. My first order came with tins placed in cut-to-shape foam all around the tins with cardboard squares top and bottom. They were well protected. The last shipment was a different story...the only foam was on the sides and nothing else. One tin of RWS had its' lid off with pellets all over the place. Another was a box of CPLs ( the cardboard box ) and I'm sure you know how those travel! The only thing that helped was the fact the CPLs are domed while the RWS were hollowpoints. It wasn't that tough to seperate, it was the idea that I had to go through all that. ..And I had made a vow that all I would ever buy from PA was pellets!
 Sorry Richard for hi-jacking your thread but your post touched a nerve in me concerning PA....LOL.

[arnie3981]

I had a similar issues where I asked them to ship me a Marauder internationally via Fedex ONLY. The rep assured me on phone it will be done and I also left notes on the order form and paid via Paypal. Next thing I know, it ships via UPS. They assure me it will sail though easily. But, i knew better about UPS and they routed the shipment via Singapore. Now, Singapore has a thing with airguns and they dont let them be exported, so my shipment was stuck for more than15 days. Everyday, PA had a new excuse telling me to wait 1 more day.

Finally, I had had enough and I raised a dispute with Paypal and lo and behold, I had an email from their Super within 5 mins asking me to close the dispute so they can send me a replacement order via Fedex this time. Had I known it would take them a dispute email from Paypal to wake up, I would have done so without waiting more than 15 days.

[thebookdoc]

That's exactly the point. It shouldn't take any dispute to get what you asked for, and if it can't be provided it shouldn't be promised or sold. They need to seriously revisit customer SERVICE.