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I noticed a killer deal on airsplat, Well R4 MP7 $60 w/ Coupon Code "WELLR4", so not only is it in stock, it is even cheaper than Pointact's $70 price - I ordered it over a Co2 NBB pistol I was originally considering purchasing.  I also grabbed 3 x 5k bags ICS .2's for $32, pretty good deal.  Order completed on 4/14, shipped on 4/17.

It arrives yesterday (on 4/22), battery & mag is missing from the MP7 and only 2 bags of the 5k .2's are in the box.  I double-checked the item on the website, thinking it was OEM and not a full retail box item:

Description

- MP7 Automatic Airsoft AEG (Airsoft Electric Gun) Rifle
- 260 fps (0.2 g BB) / 150 - 200 Feet
- Adjustable Hop Up
- Integrated RIS Foregrip
- Full Metal Gear Box
- Folding Foward Vertical Grip
- Top Rail Mount
- 50 Round Standard Capacity Magazine
- 7.2V 450 mAH Battery and Charger Included
Limited Time Special - ONLY $59.95 Coupon Code: WELLR4
- Made in China

Sounds like brand-new retail box item to me.  I checked their policy:

<snip>
Return Policy - You must fill out a RMA form before returning merchandise

    * Returns can be made within 3 days of delivery. You must contact AirSplat.com via e-mail prior to returning products. NO EXCEPTIONS! Products must be in UNUSED, WORKING condition. All returns are subject to a 15% restocking charge. Shipping and handling to/from AirSplat.com cannot be refunded. A copy of your invoice or packaging slip must accompany all returns. All products come with a 30 day warranty which ONLY covers manufacturer defects.

<snip>

Warranty Information -

    * All items, unless specifically stated, are sold with a 30 day warranty covering manufacturer defects. Shipping will be the responsibility of the customer, we will provide the parts and labor. Further instructions regarding warranty work will be provided after the RMA form is completed and emailed to support@airsplat.com.

Without the battery & mag, the return policy isn't a problem since I can't use it aside from holding & shaking it and making a rolling "r" sound with my tounge.  The warranty coverage is a bit of concern, since it was sold on 4/14, the warranty ends in 21 days on 5/14.  Chances are it will be at least 8 days until I recieve the missing items, on 5/1 - and I will have only a 13 day warranty if I'm lucky...

So I emailed support@airsplat.com with a request to send the missing 5k bag of .2g ammo, the mp7 battery, and a request for a mag upgrade from the standard 50 round mag ($10) to the hi-cap 150 round mag ($15) for my trouble - which I don't expect them to honor...  However if they do, it's the difference from an average purchase to an excellent customer support resolution. 

For example, I had similar issues with my purchase (about 6 months ago) from Depot53.com, they were missing an item and they sent the item to me along with bonus items that were not part of my original order.  That is customer support excellence.  On top of that, since I was having problems with one of my non-returnable closeout items and could not contact the manufacturer for a replacement, they gave me a full refund on the item and told me to keep it or dispose of it as I wished.  That is not just excellent, it is phenomenal - I was in shock and speechless in reading that response.

I really wished I would be one of the airsplat customers that had no problems - however there is not much I can do at this point except wait for a response...  let's see how things go. 

thanks for reading.


edit - fix links

[sgt.kicker]

try their phone number. I doubt you'll get a timely response via email.

[pinback]

I called several times, but kept getting a busy signal.

As luck would have it, a local retailer (mission airsoft) had the battery and standard mag (hi-cap was out of stock  ) I needed to get going   

Since I was going to get a spare battery and mag anyhow, it's not a big deal that Airsplat is taking their time.  A quick charging calc says I need just under 2 hours from the outlet, no problem - let it cool down for a while, and when I go to plug in it the gun it does not "click" in firmly it feels like something is blocking     after a quick exam looking down the top of the barrel into the battery compartment it appears the battery contact prongs are bent inwards, so instead of clamping the side contact it is preventing the battery from being properly inserted.  Nothing my longest craftsman flathead can't fix, after a couple of mins pushing the two contacts outwards it looks more like the charger does, and viola, battery insertion is complete. 

Load up the mag with 40 ICS .2's, it shoots and sounds great - well I think it sounds great, this is my first AEG (or AEP) purchase - but it does not grind or bind up or jam so I think it's good to go.  We'll see after I go through a few more mags.

[archerandy87]

i hear that you need to just keep on trying their phone number until they pick up.  you might have to try alot...

[Adreniline]

Call in the morning, as they're opening.  Start calling right before - and the message system will say that they are closed.  Keep calling till the system says that they're open.

When I did this, I was talking with a representative within 5 minutes of calling.

[pinback]

Wow - you guys are not kidding!

The worst part for me is that EVERY time I try to call Airsplat, it takes a minimum of 10 calls before I get anything but a busy tone.  I once counted 32 tries before I got through, and when I did I got hung up on by the automated system.

 

Luckily, my local retailer has contacted Airsplat on my behalf - and not only are they sending him my missing items, they are also honoring my request to upgrade the standard mag to the hi-cap mag!

Kudos to both Airsplat for honoring my upgrade request, and to Mission-Airsoft for once again going above-and-beyond for making my Airsplat customer request resolution quick and painless 

**edit**

5/1 - Airsplat responds to my email, and says they will be shipping soon.
5/3 - missing items being shipped!

[airsplat2]

I'm glad to hear that everything worked out alright, and, I'm sorry about the phones, we're working on expanding as we speak.  I want you to know that although we are an online store, we have just as much of that human element that you'll find in your local sporting goods store at a fraction of the price and we ship to your door. When it comes to our return policy, we understand that things happen, if a problem with the item occurs, as long as you inform us of this within the first three days of use, we'll honor your return/ exchange.

When you order with us you're not alone, to everyone who reads this, you can PM us at anytime if you need some help.

Thanks for reading,

Your Loyal AirSplat Team [/color]

[pinback]

Another update, I received a partial shipment yesterday of three bags of the ammo, where I only expected one! 

One of the bags had broken open at the bottom seam, but most of it was well contained in the shipping box and easily recovered.  Maybe the shipping boxes need to have some additional packing material to handle the 20-yard UPS punt from truck-to-loading dock 

Many thanks for that it was an unexpected surprise, I'm well stocked on ammo now, excellent service!

**edit**

5/10 - I was told the battery & mag are currently out of stock, and will get them as soon as they are back in.
5/14 - The battery & mag are back in stock, and should be shipping very soon.
5/20 - My missing items arrived today 

Many kudos to airsplat's customer service, I am extremely happy with my order resolution.  Keep up the good work.