Not happy with Umarex customer service

[Tripplebeards]

My dad bought a colt peacemaker Umarex pistol brand new off Amazon last fall. Finally went out to shoot it the other day since the weather was getting nice and figured he would finally start playing with his new toy. When we went to install the CO2 cylinder it leaked out within a couple seconds. Tried another with the same issue. I could see the green bulb seal bulging out on the sides like it was trying to come out. I did some quick googling to see a schematic of the pistol. I quickly could tell that the screw in retaining seal ring was missing. I figured it was easy enough to google replacement parts for it. Looks like the only parts available for it are in United Kingdom, or some other far off land. I would assume Umarex imports these pistols and calls them their brand? Well, since I couldn’t find parts, I called Amazon where he got it from. First of all, he changed Internet providers and had an email set up with the old Internet provider. No access to thst email address now so he cannot access his old account and of course Amazon couldn’t find his account as well. I remember when he had to set up a new Amazon account a few months ago because he wasn’t getting his confirmation mails from them..because he had a new email address they didn’t have on account. Amazon also has a no return policy on air pistols, apparently. So I waited till Monday and called Umarex direct in Arizona. The customer service representative from Umarex told me its covered under a one year warranty. I explained to them we could not find the receipt with Amazon. I was told to send it in anyways, without a receipt, and they would take care of it. They sent me a return label from FedEx. This was last Monday. I received a call today and received a message to give them a call for the gunsmith’s diagnosis. I called back and was told because I didn’t have a receipt that the cost of repair as $70 to replace the complete CO2 valve assembly. I don’t understand why it cost so much to begin with because the threaded seal retainer is five bucks and same with the bulb if I ordered it from another country. I asked why I couldn’t find parts in the USA? I did ask them if they manufactured them, which I found out they do not. Umarex imports all their air guns from outside the USA and re brands them. If I didn’t want it repaired they were going to charge me $40 for the diagnosis and to mail it back because I didn’t have a receipt. I was pawned off from one customer service rep to a second having to explain that whoever I talked to last Monday was aware I didn’t have a receipt and send it in and they would take care of it under warranty. I told them if they weren’t going to repair under warranty as promised it just to send it back to me. I was told if I wanted it back I needed to pay them $40! I asked them if they recorded their phone call conversations so they can figure out who told me that it could be repaired at no charge under warranty. I was told it would take a few hours and they would forward it to their manager and have them call me back. It was about an hour ago so I’m still waiting obviously.

Anybody else dealt with Umarex customer service? I think I have six of their pistols and rifles and needless to say I will not be buying anymore.


I think it’s time I see about the gift my first PCP rifle.

[dverna]

That sucks.

Send then a link to this thread. It cannot hurt.

$70 is half the price of a new one.

[Tripplebeards]

They're 109 with free shipping on Amazon right now

[Tripplebeards]

Of course they didn't want to call me back as promised but I got an email here about 10 minutes ago. They said I since I told them he bought it last fall it wasn't under warranty becuase Umarex only has a 90 day warranty. I could either pay $16.95 to have it shipped back as is or they would discount the repair to $35.95 and that includes the return shipping cost. I paid the $35.95 . Thats the last Umarex I'll ever buy. In the end my dad's happy so that's what counts.

[Outer Rondacker]

I am not happy with them either. Sorry this happened to you. Good looking out for you dad and you are correct keeping him happy is all that counts.

[Tripplebeards]

It seems like all the customer service people I talked with were young smart allic kids I hate to say. At least I leaned they don't manufacturer their air rifles. Umarex import and re brands them ...so basically they are are middle man company. My dad's excited to at least get it back. I was told they won't start the repair work till next week. So I'm guessing I won't see it till the end of next week or the week after.

[elmacgyver0]

That is interesting, I always thought they made them.
I have a MP-40, Broom Handle and a Colt 45 Peacemaker.
The MP-40 only works with the Umarex BBs.
I like the 45 best because it is the easiest to load.
The full autos are fun though.

[DeuceTwo]

Interesting, I'll certainly keep this experience of yours in mind whenever looking at their products.

[georgerkahn]

My dad bought a colt peacemaker Umarex pistol brand new off Amazon last fall. Finally went out to shoot it the other day since the weather was getting nice and figured he would finally start playing with his new toy. When we went to install the CO2 cylinder it leaked out within a couple seconds. Tried another with the same issue. I could see the green bulb seal bulging out on the sides like it was trying to come out. I did some quick googling to see a schematic of the pistol. I quickly could tell that the screw in retaining seal ring was missing. I figured it was easy enough to google replacement parts for it. Looks like the only parts available for it are in United Kingdom, or some other far off land. I would assume Umarex imports these pistols and calls them their brand? Well, since I couldn’t find parts, I called Amazon where he got it from. First of all, he changed Internet providers and had an email set up with the old Internet provider. No access to thst email address now so he cannot access his old account and of course Amazon couldn’t find his account as well. I remember when he had to set up a new Amazon account a few months ago because he wasn’t getting his confirmation mails from them..because he had a new email address they didn’t have on account. Amazon also has a no return policy on air pistols, apparently. So I waited till Monday and called Umarex direct in Arizona. The customer service representative from Umarex told me its covered under a one year warranty. I explained to them we could not find the receipt with Amazon. I was told to send it in anyways, without a receipt, and they would take care of it. They sent me a return label from FedEx. This was last Monday. I received a call today and received a message to give them a call for the gunsmith’s diagnosis. I called back and was told because I didn’t have a receipt that the cost of repair as $70 to replace the complete CO2 valve assembly. I don’t understand why it cost so much to begin with because the threaded seal retainer is five bucks and same with the bulb if I ordered it from another country. I asked why I couldn’t find parts in the USA? I did ask them if they manufactured them, which I found out they do not. Umarex imports all their air guns from outside the USA and re brands them. If I didn’t want it repaired they were going to charge me $40 for the diagnosis and to mail it back because I didn’t have a receipt. I was pawned off from one customer service rep to a second having to explain that whoever I talked to last Monday was aware I didn’t have a receipt and send it in and they would take care of it under warranty. I told them if they weren’t going to repair under warranty as promised it just to send it back to me. I was told if I wanted it back I needed to pay them $40! I asked them if they recorded their phone call conversations so they can figure out who told me that it could be repaired at no charge under warranty. I was told it would take a few hours and they would forward it to their manager and have them call me back. It was about an hour ago so I’m still waiting obviously.

Anybody else dealt with Umarex customer service? I think I have six of their pistols and rifles and needless to say I will not be buying anymore.


I think it’s time I see about the gift my first PCP rifle.

I have TWICE sent air-arms to Umarex, with both cases 101% to my happiness and satisfaction. One was a PCP rifle of which I could NOT get air into, which turned out to be a fault at MY end -- the doo-hicky fitting which hooks to gun was just enough out of spec to let air by, rather than in the arm. I was treated with friendliness and respect on both occasions, and neither cost me as much as one penny! Of special note is the rifle where MY fitting was the culprit, with Umarex having sent me a postage-paid shipping label to them; did an exam of the arm; and, also shipped it back to me on their nickel! They did NOT provide a fitting in spec to work (why should they? ) and it took a few days for me to get one from an Internet air-gun store -- but, when I got the fitting -- and since -- the arm takes air with no difficulty. Again, I can voice ZERO complaint(s) re Umarex customer service or the folks I had the privilege to speak with. (Note -- the 2nd case was less than a year ago, fyi. The other was a CO2 pistol which leaked out the Carbon Dioxide in less than an hour -- whether pistol was fired or not-- maybe three years back.)
Vis there charging you -- Hey -- I get a short, on average, dozen "scam" 'phone calls on pretty much a daily basis. I wonder how many persons ring/contact Umarex on, also, a daily basis trying to con or otherwise get something for nothing out of them?. I doubt your experience was anything "personal" -- blame the crooks and scammers. To use a phrase from the Godfather movies, "it's only business."
I do feel badly for your dad re this experience. But, had he the Amazon invoice/receipt -- things, I'd guess, would have been most positively better.
geo
P.S.: I've made it a habit, on pretty much all, say, over one hundred dollar purchases, to PRINT the invoice and receipt; on appliances (e.g., washing machine) I put printed invoice in an envelope and tape it to back of appliance. If/when whatever fails -- I have proof of purchase, etc., right with the unit. A couple of years ago this practice got me a free, replacement Frigidaire dehumidifier. 'Tis worth the effort.

[Tripplebeards]

Well it’s back we haven’t ran it yet, but I popped off the side plate and it looks like it has a nice new seal. I didn’t look at the parts list, but just handed the package to my dad to unwrap since it was his toy. He said the parts list said two bucks. So whatever they did I’m guessing they replaced the seal in the little thread coupling that holds it in place like I was gonna do myself, but couldn’t find parts. I’m sure it will run just fine now.

[6string]

Umarex are well known for their inferior customer service. They own Walther, who make nice match grade air rifles and pistols. I'd never buy one because of the parts & service issues. They usually support current production. Once discontinued, they quickly drop support.

Too bad you bought from Amazon! I'd recommend buying air guns from Pyramyd Air. They have their own service department. They also have nice people you can actually talk to over the phone to fix issues. They stand behind their products!!

[Tripplebeards]

Well, that explains a lot because Walther has the worst customer service on the planet. I bought a WMP the first day they offered them. It jammed nonstop with every suggested ammo on their list, so it went back the first day. The magazines wiggled over a quarter inch side to side because the grip frames were improperly manufactured. I even sent Walther a video of them. They confirmed there was a problem told me that the pistols lower was defective. I was told they were going to replace the pistol. Sat there for over three months and I had to call several times to ask what was going on. Every time I called I was lied to and got a different story. I was told they were waiting for a new barrel for some goofy reason when they told me they were replacing the pistol to begin with. My last call, after I was told they were just going to send me a pistol like they told they me were to begin with, told there was nothing wrong with the pistol and they were sending it back as is! I was a little heated, needless to say and asked for a refund if they weren’t going to send a complete replacement pistol that was going to function properly. Probably 5 to 6 months to get a refund, but they sent me a check. I see there’s been a lot of the same issue with that pistol across the Internet. They also dropped the price of it and we’re giving away some Leopold sunglasses with it after about eight months of sales. lol. I think they dropped the pistol 100 or 150 bucks in a couple places and offered $150 pair of sunglasses with it so you know there were issues. One of my best friends who is the biggest gunsmith in our state said he has had tons of customer service issues with Walter over the decades. I’m sure there’s people here that I bought one or two of their firearms and probably had good luck but when a guy who works on them for a living, hast to send things in for parts and repair for customers under warranty and consistently has nonstop issues with them I listen. I know some people that have some Walther’s and have had great luck. Me included with my re branded Walther Hatsan air air rifle. Guessing It’s just hit and miss with them. Hope you get a good one right off the bat because their customer service is awful.

[dverna]

A good "heads up" wrt to Walther. It seems it is not the company it was decades ago.

I had a PPK and one of their target air pistols long ago and they were flawless.

[Tripplebeards]

We all know customer service only as good as the person answering the phone.

[georgerkahn]

We all know customer service only as good as the person answering the phone.

Well said! If I am not happy with first rep -- I make it a practice to wait a day or two and call again. I, too, have gotten MUCH different -- and better -- results by not necessarily the first to answer. Interestingly, the Magma folks -- Star builders who recently shut down -- I got "nowhere's" vis my first call to a bone-fide tech; calling the next day, and of all people, I got a secretary/receptionist -- she not only solved all my problems but even threw in a Magma flashlight, gratis, "for my trouble" with the parts.
geo

[GhostHawk]

And now you know why I will never own one of the Umarex products. They have a well established reputation. Not a good one.

[Tripplebeards]

Well said! If I am not happy with first rep -- I make it a practice to wait a day or two and call again. I, too, have gotten MUCH different -- and better -- results by not necessarily the first to answer. Interestingly, the Magma folks -- Star builders who recently shut down -- I got "nowhere's" vis my first call to a bone-fide tech; calling the next day, and of all people, I got a secretary/receptionist -- she not only solved all my problems but even threw in a Magma flashlight, gratis, "for my trouble" with the parts.
geo

Yup, that’s why at Browning I have to call and hang up sometimes and get somebody else. They have one guy that answers the phone there in parts and you definitely don’t want to talk to him. My trigger housing was broke on my 10 gauge that I bought brand new in O2’ I think it’s the fifth or sixth gauge that I bought from browning brand new over the decades. Normally, if something breaks, they just send you a replacement part most the time at no charge. It just depends on who you get on the phone. Well, the same guy that I’ve had issues with and he’s been there for probably at least a few years now because I’ve dealt with him a couple of times didn’t even wanna sell me the trigger housing because he said it was a liability issue because I had to take apart my trigger to install it into the housing. He also told me the only had 11 left so I better get on it and get it to a gunsmith. They have somebody professionally repair it. Within 30 seconds I found the part at numerics and almost ordered it, but called back and got somebody else on the phone at Browning. Super nice and never even asked a question when I told him I wanted to buy a trigger housing for my browning gold 10 gauge and I bought an extra plastic follower to boot. Learned that browning only comes with a five-year warranty. I sure like ruger customer service!!!! Their like RCBS. Literally no questions asked in you either get parts sent to you at no charge or they send you a return label to repair it within a week at no charge. There’s certain companies that just wanna make sure you keep buying from them. That’s for sure. Some act like you ruined their day just by calling and seems like they go out of their way to make sure you never bother them again.