FE Complaints

MANDY1 · March 2011

Dear AJB members and fellow collectors!

I've been following this for quite some time and Since there's So many unhappy collectors with different kind of problems and issues with the FE golden Gun, customer service etc.
I decided to take action and take this to the "next level".

In other words i'm going to contact the original licence holder and owner, which in this case is EON.

If you feel that you want to make an reclamation and fill some details about your FE "experience"

please contact me via forum e-mail and i will send

you an complaint form. You can fill the form anonymously, add some additional information about

your own experience etc.

Then i advice you to send the filled form back to me by the end of March 2011 (31.03.2011)

via e-mail. I will gather all complaint forms together, print them out and forward them to EON.

For further questions please contact me via forum e-mail.

Thank You

jimmybondi · March 2011

I am curious what you are expecting from EON productions.
They merely give FE the permission to use the name and trademarks in order to authorize FE to produce a 'fully licenced' product.

I may stand corrected, but I doubt that they were involved in the design and production of the product.

Don't get me wrong, I really hope you guys get your QC issues solved with FE pretty soon.

CAMERA_MAN · March 2011

I have Emailed the man in charge at Factory Entertaiment after getting his email address from the London Office without any problems. A reply to this and the reply from Tom is posted in the "A note on FE Golden Guns" section as I am not too sure of protocol to post the same in two sections. (Pardon My Ignorance)

dailo007 · March 2011

Sorry Tempo, but I'm not sure what you're trying to achieve here, you've been busting FE's balls since the first day you received your package. I've been in touch with FE and also the firm that produced the gun in China, they appreciate there have been problems and have/are doing their very best to put things right at considerable costs to all the firms involved.

Reporting the firm to the licensee appears to be more a personal vendetta than a constructive attempt to sort out the QC issues.

The best advice that I can offer to anyone unhappy with their gun is to send a polite and concise email to ALL the contacts we have at FE and follow up on a regular basis using the same approach, that's what I did and the box and other damaged items were replaced within a few weeks.

MANDY1 · March 2011

I knew exactly what to expect, just keep the feedback coming

Just to make one thing clear it's not about my personal achievements here.

CAMERA_MAN · March 2011

dailo007 wrote:

The box and other damaged items were replaced within a few weeks.

You mean to say that the inner box and sleave were replaced? I have emailed and no responce to this one!

dailo007 · March 2011

Yup, received a couple of weeks after I reported the problem to Barry, came in a huge outer box, postie was not a happy boy!

ics · March 2011

Teppo.

I like your thread and guys don’t you think that if EON had a word or two with FE that things could go more smoothly…I am still waiting for my replacement parts. I know others have waited for a long long time….

Ones again thanks Teppo for making this. -{

CAMERA_MAN · March 2011

dailo007 wrote:

Yup, received a couple of weeks after I reported the problem to Barry, came in a huge outer box, postie was not a happy boy!

Sorry to ask but did you have to send photos back first?

Bozzltov · March 2011

Just got an email from Tom, telling me that my bullets are now on the way to me.

They've been nothing but good to me... maybe because I've been pretty polite about the mixup.

NICKO FAN · March 2011

I'm still trying to get my SE Golden Gun

texas007 · March 2011

Well, did you pay for it? If so it should be shipped with tracking info - should not be difficult to track and receive.

NICKO FAN wrote:

I'm still trying to get my SE Golden Gun

Factory Q-Branch · March 2011

Teppo,

We are sorry to hear that you are unhappy. Likewise we are sorry to hear that anybody is unhappy.

You reported problems with your gun to us and we asked you to return the affected parts, which you did. As soon as those parts were reported as received we shipped you replacements. Have those replacements not been received? Are you unhappy with them?

We have had no communication from you at all since the replacements were shipped late last month. We would have assumed that you would contact us if you were still not satisfied?

If anybody reports a problem to us and does not get a response something is clearly wrong. We would ask people to try again or reach out to us by another means, we post all of our email and telephone numbers publicly on our website and should not be difficult to get hold of. We are in the process of changing an email provider to avoid issues from certain accounts, as it has come to our attention that some domains are blocking email replies from us. We want to help people and make sure people have items they are happy with and will do what we can to assist but if we are not aware of a problem we cannot do anything about it.

You are of course free to contact whomever you wish and report whatever you like. We will gladly supply you with the relevant contact details for EON productions/Danjaq should you require them. Obviously we won’t post them in a public forum but you have our details should you need them. Pleas note that we only check this forum periodically and may not always be able to reply here swiftly. As always people should contact us directly.

Teppo, I hope that assures you of our desire to help you?

Barry & Tom

Factory Q-Branch · March 2011

NICKO FAN wrote:

I'm still trying to get my SE Golden Gun

Please contact us.

We have no Golden SE orders outstanding and do not understand what the problem is here. We have sent you PM's and messages through this forum in the past with no response. We need to know what your name and order number are in order to be able to assist you.

Please contact barry@factoryent.com or tom@factoryent.com so we can resolve your problem.

dailo007 · March 2011

Camera_man, yes, I emailed several photo's of the damaged box, but as I was unable to get a clear shot of the tarnished bullet, FE took me on my word and sent a replacement without question.

toutbrun · March 2011

To me, problems are not acceptable. It's too easy to promise perfection, deliver cheap stuff and say 'well it's normal to have problems'. You should make sure everything is perfect. For the kind of money they make out of these sales (in 6 figures, arguably?), it's outrageous. At least they have a return policy.

EDIT : Still, it's better to try than not. But they are not a charity. They are making huge money.

CAMERA_MAN · March 2011

toutbrun wrote:

To me, problems are not acceptable. It's too easy to promise perfection, deliver cheap stuff and say 'well it's normal to have problems'. You should make sure everything is perfect. For the kind of money they make out of these sales (in 6 figures, arguably?), it's outrageous. At least they have a return policy.

EDIT : Still, it's better to try than not. But they are not a charity. They are making huge money.

I agree that problems are not acceptable. To me (and pardon me if I speak out of turn) the product should be "Perfect out of the Box" and that includes the Inner sleave and box. To pack it in to a tight fitting outer box is beyond belief as this as anyone knows this will lead to damage especially traveling the distance they have to. It should have had a space around it and protected as FE did state that the box could be displayed? How if it is damaged?

bushwoodcountryclub · March 2011

CAMERA_MAN wrote:

toutbrun wrote:

To me, problems are not acceptable. It's too easy to promise perfection, deliver cheap stuff and say 'well it's normal to have problems'. You should make sure everything is perfect. For the kind of money they make out of these sales (in 6 figures, arguably?), it's outrageous. At least they have a return policy.

EDIT : Still, it's better to try than not. But they are not a charity. They are making huge money.

I agree that problems are not acceptable. To me (and pardon me if I speak out of turn) the product should be "Perfect out of the Box" and that includes the Inner sleave and box. To pack it in to a tight fitting outer box is beyond belief as this as anyone knows this will lead to damage especially traveling the distance they have to. It should have had a space around it and protected as FE did state that the box could be displayed? How if it is damaged?

Fortunately my box and boxes from this gun and Jaws teeth and Solitaire's cards were ok. The teeth and cards came from Redford Films, which was fulfilled by Amazon and they packed it just right.

Like I have said many a times before, I am very thankful that they have done the gun and assuming I get it all back together, etc. I will still be pleased 100% with it. It's a painstaking process to make it, manufacture it in large quantities, etc. Been there done that. BUT....it's the level of customer service that is lacking. I have made purchases that were less than $20 and I feel like I got better customer service than this where I shelled out $600 that I had to save for quite some time and gamble that they would be sold out by the time the cash all came together.....

Silence just bothers me too much.

FE Complaints

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