Good products so long as you buy from anyone but them directly.
Still have not received items ordered on Black Friday in November. Emailed multiple times after 1 month passed from Black Friday which I think is more than reasonable as no shipping updates were ever sent by email. Attempts to call their number [(253) 272-8188] will leave you on hold for over 20 minutes before it just automatically hangs up on you (tried 3 times over as many days). If you use their website online live chat functionality with over 130+ requests in the chat queue [averages 2+hours to get a response]. it is worthless because unless you actively monitor the chat window, it times you out from 'inactivity.'
That is, I set up for live chat on the queue and left it open on a laptop screen for the earlier part of the day thinking they will get around to it. I started off like number 147 at the beginning and saw the queue wind down over the course of a few hours. As I work remotely, not a big deal as I carried on my day and left that chat window open while I worked on other things on other screens. In each of two times today after 1.5 hours each of waiting on the chat line, the website timed me out of the chat window for 'inactivity.'
On third try currently and the queue has not moved from position 30 in the last 20 minutes which I find statistically odd given the queue would wind down progressively about 1-2 every 10 minutes or so.
I am simply trying to see if my items have shipped, have a shipment tracking update, or if I need to cancel the order or, worse yet, dispute the charge with my credit company for not receiving items paid for because I cannot get through to anyone. I never knew their customer service was so understaffed. Big overseas contracts seem to be where their focus is at now (
https://www.usubc.org/site/recent-n...en-ties-between-the-united-states-and-ukraine). Good for them, but going forward, this will be my last time buying anything from their site.
Ironically, I have many of their products and am very happy with their quality. However, this is the first ever I bought from them directly and I am going to have to say 'See and Avoid.' If you are looking to have anyone with a heartbeat answer any questions you might have on getting things one has ALREADY paid for directly from their website and have not received, look to other manufacturers or keep to reliable distributors as any sales Aero Precision has are not worth the savings or hassle.
UPDATE: 3 hours 17min to finally get through to online chat support and talked with CSR Jeri. Very supportive and attentive. Was able to get me an update and apologized for the delay. I communicated that Aero Precision really needs to increase staffing support to maintain consumer confidence. I asked that my chat transcipt be kicked up to corporate in the rare event that someone heeds the words of the average Joe. Everyone could take a lesson or two from Vortex. We will see how things go. So take home lesson: once you get them online, the chat window stays open, they do not close it on you until ALL your questions are answered. So its not the actual person or department, more so corporate bigwigs who really need to assign more staffing to their customer support department.
