I’m really surprised how good their ATAT Helmet is.
The learning curve I mentioned was just in regards to the new Texas facility, not all of the overseas manufacturing. The overseas manufacturing has been going on for a long time. There are other issues with those products.
With a few exceptions, anyone waiting for an Anovos product to complete a costume probably should look for alternatives. I ordered a Premier Trooper Neck Seal on June 21st, 2020. It arrived on June 25th, 2020.
Hi guys, I just wanted to update my Mando helmet situation. So AMEX has actually issued a full refund and the dispute is closed. They have not heard anything from Anovos since I filed the dispute.
Sucks that AMEX ultimately is the one who got the burden of reimbursement. But they assured me they will be pursuing actions on their end to get the money back.
So just a head's up. If you used AMEX, they will help you!
They definitely did not get enough time to do so because Charlie's initial response to my helmet arriving in the shape it did was: "I'll start an investigation." No apology either.I know Anovos has a bad track record of customer service, but in this case how much of a chance did they have to respond? It sounded like RSutter didn't give them much of a chance to do anything. Based on the posts, it looks like the Amex claim was filed the next day after the unboxing. Did the Amex response take longer than RSutter allowed Anovos before filing the complaint with Amex?
I wouldn't be at all surprised if Anovos wouldn't respond in a satisfactory way, but I suspect they didn't have a reasonable opportunity to do so.
I know Anovos has a bad track record of customer service, but in this case how much of a chance did they have to respond? It sounded like RSutter didn't give them much of a chance to do anything. Based on the posts, it looks like the Amex claim was filed the next day after the unboxing. Did the Amex response take longer than RSutter allowed Anovos before filing the complaint with Amex?
I wouldn't be at all surprised if Anovos wouldn't respond in a satisfactory way, but I suspect they didn't have a reasonable opportunity to do so.
I should also note that they haven't even responded to AMEX, so I am 100% confident it would have been no different for me. It would have just been more emails with countless runarounds. Them having me send the helmet back to not have anything, and then having to wait an eternity to get a new one...or nothing at all.
Yes the email from Anovos should have had an apology.
How long do you think you have to file a claim? I'm pretty sure you could have waited more than 1 day. A week or two would be reasonable.
I hope this response doesn't become a trend. Giving full refunds any time a customer isn't totally happy could lead to serious problems for licensed prop/costume companies.
I don't care if you care about my posts. You are not the only other person reading the posts in this thread,I, nor I am sure, RSutter , or actually quite a few members here , care what you , the Anogos apologist, think is a reasonable time.
For you to even post such nonsense is laughable at best.
Yes the email from Anovos should have had an apology.
How long do you think you have to file a claim? I'm pretty sure you could have waited more than 1 day. A week or two would be reasonable.
I hope this response doesn't become a trend. Giving full refunds any time a customer isn't totally happy could lead to serious problems for licensed prop/costume companies.
As stated in the above, Anovos has had ample time to resolve the matter since the claim has been filed. But they have not responded at all. At this point it has been 4 weeks or so since I reached out to them about the issue.I totally agree Anovos has terrible customer service and an incredibly bad record of delivering products on time.
I'm not saying that RSutter shouldn't have requested action. The timing is the only issue I have. 48 hours isn't much time to actually resolve the issue. I agree the communication wasn't what it should have been. They should have offered a replacement or partial refund if enough evidence of defects was provided. Defects in finishing and weathering are harder to prove than other defects like cracks that shouldn't be there.
As consumers we want the sellers to do whatever it takes to make us happy. Unfortunately some businesses can accept returns for pretty much any reason and others can't survive if they do that. I can understand a company not wanting to continually replace items or issue refunds because weathering doesn't meet the expectations of the buyer. Defects are different, but are hard to prove.
I'm not assuming Anovos would have responded differently given more time. It's possible they would have argued or delayed. Defective finish on a helmet is a subjective opinion. I'm not saying your opinion on the finish was wrong, but others could argue that wasn't a defect. It sounds like they didn't make that claim. I'm not sure they made any statement trying to resolve the issue or decline the request. I believe some people have been able to exchange items for a different size, so it isn't like they don't respond at all. I haven't heard of anyone exchanging a defective helmet, so I don't know if they have a track record for that situation.As stated in the above, Anovos has had ample time to resolve the matter since the claim has been filed. But they have not responded at all. At this point it has been 4 weeks or so since I reached out to them about the issue.
Again, that is with AMEX breathing down their necks. Why would you assume it would be different had I not gone through AMEX?
I'm sorry, but again at a certain point patience wears thin. I did provide them with ample evidence of the finish being faulty. The orange peel alone should warrant a replacement. Which can easily be seen in the imagery provided to Anovos. So Anovos had all they needed.
Lastly, 48 hours is definitely enough time. At the very least to throw options at a customer or make them aware of the possible scenarios.
Especially if they expect their customers to pay an item in full within 24 hours of a waitlist spot converting. Not handling matters with the same expediency on their end when demanding such a quick turnaround themselves is a bit of a double standard. No?
The point is that by not acting against this type of behavior, it will continue to happen. Which honestly is not right. People shouldn't have to wait ridiculous amounts of time beyond what was originally stated. And if they do, they definitely shouldn't be receiving faulty products.I'm not assuming Anovos would have responded differently given more time. It's possible they would have argued or delayed. Defective finish on a helmet is a subjective opinion. I'm not saying your opinion on the finish was wrong, but others could argue that wasn't a defect. It sounds like they didn't make that claim. I'm not sure they made any statement trying to resolve the issue or decline the request. I believe some people have been able to exchange items for a different size, so it isn't like they don't respond at all. I haven't heard of anyone exchanging a defective helmet, so I don't know if they have a track record for that situation.
For those of us that have still not received items ordered years ago, waiting a few months doesn't seem like a ridiculous wait. Even though yours arrived later than expected, it was much quicker than the vast majority of their products. We are used to glacier speeds from Anovos. It isn't like ordering from Amazon.
I wouldn't call waiting a week or two before escalating to the credit card company enabling. It's giving them a chance to try to make the situation right. If someone gets aggressive with you quickly, are you more or less likely to want to help them?The point is that by not acting against this type of behavior, it will continue to happen. Which honestly is not right. People shouldn't have to wait ridiculous amounts of time beyond what was originally stated. And if they do, they definitely shouldn't be receiving faulty products.
It's great that a few months don't seem like much to you, but again I was not aware of Anovos' history and how long people had been waiting when I placed the order. So to jump from 5-10 days to 3 months is ridiculous. If I'm honest, I probably wouldn't have even placed the order knowing what I know now.
That helmet's whole paint job is defective not just the finish, no ifs and/or buts about it. It's not a surface application variation or artist's touch when there are fingerprints in the paint under the clear coat - that is a clear defect. It is definitely a defect if there's orange peel because they painted layers too quickly...
So if anything it sounds like you'd rather I waited longer just because you decided to? Cause other than that you seem to agree Anovos is in the wrong.
But you are in a sense enabling them by just waiting. Don't fault me for refusing to take that risk or chance. If you'd rather wait, fine. But I was not in the wrong for doing what I did. You wait, that's your prerogative.
If they are a company selling high end collectibles at high end prices, and are charging for "handling" that implies high end service also. You are paying for that. And if my transaction literally fell short in all of those areas, I feel that I handled things very appropriately.