ANS Gear hates their customers.

[William the Third]

Yeah, it's yet another story of ANS trying to screw over their customers. I know, these are like literally a dime-a-dozen on the internet these days.

In short, back in late-November/early-December I made an order with ANS for one of their Purple Acid Wash Empire Resurrection, which they had lowered the price on. It was "in stock", but as you know is common with ANS, it actually wasn't. I got an email telling me that it would be available in "early-2021". ANS finally shipped it to me in early-March 2021. Well, they shipped me something, as it definitely was not the Purple Acid Wash Empire Resurrection that I ordered. The following is the emails that have transpired with their "customer support" over the past month. They've gone from claiming it was purple, to admitting it wasn't, to claiming it is purple again. If anyone from ANS should see this, and not like the negative publicity (ha, a joke, I know they don't care), this goes away when I get what I ordered.

Mar 5, 2021, 8:42 PM
-------------------------------------------------------------------------
Problem with order.

After waiting for three months, I was happy to finally receive my Purple Acid Wash Empire Resurrection Autococker. That is, until I opened the box. Turns out, someone mistook a Pink for Purple, as I clearly received Pink, not Purple. Also, all of the jewel stickers on the barrel backs are missing, which were present on the Green Acid Wash Empire Resurrection Autococker my friend ordered at the same time. I could almost deal with the missing jewel stickers, but the Pink, rather than the Purple, is a serious problem. How can we resolve this issue?


Thank you for your time,
William

Mar 8, 2021, 8:02 PM
-------------------------------------------------------------------------
Just sending this again since I have yet to receive a reply.


Thank you for your time,
William

Mar 10, 2021, 12:44 PM
-------------------------------------------------------------------------
Still haven't received a reply to this.


Thank you for your time,
William

Mar 11, 2021, 2:43 PM
-------------------------------------------------------------------------
Hi William,

The marker color was done as a purple but this is most likely the shade of purple that came out during this batch.

I do not have something that varies in color.

Also for the jewels they are not there since they were not available before the items were anodized.

All custom anodized markers will be missing the jewels.

For further assistance please call us direct at 805.522.8700 or join our LiveChat services during normal business hours

Monday-Friday 8am-6pm PST.

Thank you,

JG

Mar 15, 2021, 5:16 AM
-------------------------------------------------------------------------
I thank you for your reply, and apologize for not being able to receive your call. I help run a paintball field, and was in the middle of running a private group when you called. In general, email is the best method to reach me.

I understand that batches of anodizing can vary slightly between batches, and even among parts in the same batch due to different alloys. However, this isn't one of those situations. I ordered a purple acid wash, but I very much so did not receive a purple acid wash. Have you reviewed the pictures I attached to my original email? I have seen purple acid washed Resurrections and Snipers in person and online. I did not receive a resurrection that could even be remotely called purple. If you review the pictures, you can see it is however a perfect match for the pink acid wash Resurrection ANS sells. I didn't wait three month for the wrong color. A three months I should note that I wasn't informed I'd be waiting till after I'd ordered, as it was listed as being in stock at the time I placed my order. The thing is, I don't really mind the wait. Well, I wouldn't have, had I received the correct color. And I wouldn't really mind waiting another three months, if that is what it's going to take for me to get the correct color I ordered.

This Resurrection started life as a black one from the factory, like most "ANS exclusive" colors started as a factory color, that was sent out for striping, polishing, and re-anodizing. From the factory it came with the jewels, which had to be removed before the striping, polishing, and re-anodizing. Had they been saved, they could have been reapplied, or at the least included for the end user to reapply. I can assure you that "ANS exclusive" colors have been supplied with the original jewels reapplied after re-anodizing. I have an "ANS exclusive" yellow/gold (I don't remember the exact color name) Sniper that has all of the original jewels. I also have a friend who ordered a green acid washed Resurrection at the same time as I ordered my purple, and his came with all of the jewels. I can happily supply pictures of both. Again though, this is only a minor issue. The fact that I didn't get the purple I ordered is the serious issue here.

In fact, not only did I drop ~$1,000 on this order, I convinced a friend to also drop ~$1,000 on a similar order. A drop in the bucket for ANS, no doubt, but still a good amount of money. That friend bought the green acid washed Resurrection and an olive green Sniper. The plan was to swap some of his green parts with my purple parts. Yes, ANS actually had a purple/green acid washed Resurrection for sale at the time, but that has far more green than I wanted. I wanted just some green accents, not about 50% like in the ANS purple/green offering. I also had plans to drop another $1,500 with ANS in the near future. I was planning on buying an orange acid washed Sniper after I finally received my purple acid washed Resurrection. Sadly during that wait it appears to have sold out. Then again, if I'm going to wait for a purple acid washed Resurrection, maybe another orange acid washed Sniper can be made. Also planned on picking up another DP Fusion Elite in black/gold to go with the gold/black one I bought with order 1734799. I couldn't decide which color I wanted, but went with the gold/black. However, I still really want that black/gold as it reminds me of John Player Special livery. Also was probably going to pick up another more mundane color Resurrection to play with, as the purple acid wash was going to be mostly a wall hanger anyway.

Sadly, it seems ANS screws up about half of my orders, but like an abused spouse, I keep coming back thinking this time will be different. ANS is kind of like the Walmart of paintball, impossible to avoid. Not that I mind doing business with ANS, when everything goes right. The last marker order I placed with ANS was also sent the wrong color. However, that one ended up working out in both of our favors, as it turned out it was also a marker that I'd wanted in two different colors that I couldn't decide between. I ended up getting a small amount of money back from ANS, which I used to purchase that marker again from ANS. That time in a different color that I could use to parts swap with the first one to get the two colors originally wanted.

So again, I ask how can we resolve this? Because, as it sits right now, I have a marker that I waited three months for, only to receive in the wrong color. If resolved correctly, this can work out in both of our favor. I get the correct color Resurrection, and ANS sells me more markers.



Thank you for your time,
William

After the last email ANS keeps calling and insist on talking on the phone, so I finally talk with them on the phone. I was informed that I was correct, I wasn't sent a purple, but a pink due to some mistake on their part, and assured that they found a purple to send me.

Mar 25, 2021, 2:36 PM
-------------------------------------------------------------------------
So we still have a problem. The replacement "purple" Resurrection that was sent to me is also pink. I've attached new pictures. Yeah, they look almost the same as the old pictures, but look close, they are different. They look the same because they are the same color.



Thank you for your time,
William

Mar 29, 2021, 4:24 PM
-------------------------------------------------------------------------
Just sending this again, since I have yet to receive a reply.


Thank you for your time,
William

Mar 30, 2021, 2:42 PM
-------------------------------------------------------------------------
Hi William,

Once we received the marker that was sent back ,under normal light, the color is the purple.

I am not sure how you are taking these pictures but this is not how the marker looks in real time.

For further assistance please call us direct at 805.522.8700 or join our LiveChat services during normal business hours Monday-Friday 8am-6pm PST.

Thank you,

JG

Mar 31, 2021, 2:27 AM
-------------------------------------------------------------------------
Then might I suggest that you book an appointment with an eye doctor, as it appears you might be colorblind. In my past I was a photographer, and I can assure you that my pictures are an extremely accurate representation of the products I received. Care to explain "normal light"? The pictures I have taken were taken with no flash under 4000k/90+ CRI lighting. Not quite true natural light, but a far better example of "normal light" than the likely 5000k+, sub-80 CRI fluorescent lights you're probably calling "normal light". Furthermore, when comparing my images on my 10bit calibrated monitor to the real thing side-by-side, you know "real time", the difference is practically indistinguishable. Admittedly, the camera used to take the pictures isn't anything fancy, as I never was going anything special. I used my OnePlus 7T, as it made things fast and simple. All things considered, it has produced an extremely accurate representation of the definitely-not-purple markers I have received.

What is purple? Well, I think wikipedia has that pretty well covered. "Purple" covers a pretty large range of shades, but when people think of a typical "purple", or even what ANS calls Purple, it's very clearly not the markers I have received. The markers I have received are better described as being Fuchsia or Magenta, or as ANS calls it, Pink. Fuchsia/Magenta are a purple shade of sorts, but a far more red, pink if you will, shades of purple. Obviously ANS agrees with me, as their very own website shows a Purple Acid Wash Empire Resurrection, which looks nothing like the markers I've received. However, ANS does have a Pink Acid Wash Empire Resurrection, which looks surprisingly fuchsia/magenta, you know, exactly like the markers I have received. Just to help you out, I've included some images using ANS's purple/pink images with my extremely accurate color representing images. Yeah, the markers I've received don't look so "purple" after all, now do they? And to preempt the expected reply, yes I am aware that ANS's images are actually an artificial rendering, as they are exactly the same image, just someone has toyed with the color levels to create "purple" and "pink". And yes, as I've already stated, I am aware that different anodizing batches, and even different alloys in the same batch, colors can vary slightly. However, those images are the images that ANS is using to sell their colors, so they need to be reasonably accurate. Based on this eBay listing for an ANS Purple Acid Wash Empire Sniper, they are clearly an accurate representation. I'd link you to an ANS Purple Acid Wash Empire Resurrection that was listed on eBay late 2020, but sadly eBay has removed that listing. Needless to say, it looked just like the current purple Sniper on eBay, both of which look like what ANS call Purple.

So, basically, what I'm saying is, don't piss on my leg and tell me it's raining. It's pretty clear I have not received any purple markers, but fuchsia/magenta, or as ANS calls it, pink, markers. Now, maybe I'm a masochist, but I'm still willing to wait for ANS to send out another marker to anodizing, as I really do want a Purple Acid Wash Empire Resurrection like on ANS's website. You know, what I've paid for. I've even offered to spend more money with you (yep, definitely a masochist), to help sweeten the deal, as I really did want that Orange Acid Wash Empire Sniper that I missed out on while waiting three months for a Purple Acid Wash Empire Resurrection. You know, the one that I ordered when ANS's website said it was in stock, but then later I got an email stating that it actually wasn't, and it wouldn't be available till early-2021. Again though, I don't mind the wait so long as I get what I ordered. So again, let's try to resolve this in a way that makes everyone happy. I get the marker I ordered, and ANS can get more of my money. Sounds like a win-win to me.


Thank you for your time,
William

Apr 1, 2021, 9:51 PM
-------------------------------------------------------------------------
Just sending this again, since I have yet to receive a reply.


Thank you for your time,
William

Apr 2, 2021, 7:01 PM
-------------------------------------------------------------------------
Hi William,

I am sorry you feel that way and I am not color blind I can assure you.

Rory and I looked at the replacement in the box and verified that the marker matched the color on the site.

In pictures it definitely looks lighter, as this was confirmed by the other customers who received a marker from this same batch. However they agreed that the marker, when looked at in person, was purple and not pink.

Please call in for an RMA if you would like to return the item.

For further assistance please call us direct at 805.522.8700 or join our LiveChat services during normal business hours Monday-Friday 8am-6pm PST.

Thank you,

JG

Apr 2, 2021, 8:39 PM
-------------------------------------------------------------------------
It's not how I "feel", it is quite simply the undeniable truth. Everyone is entitled to his own opinion, but not his own facts. The facts have been laid out, and it's pretty clear that what I have received cannot be called purple by anyone being honest with themselves. The color does not even remotely match what is on the website, nor does it even remotely match what ANS has even sold in the past. The color is far too red, which makes it more a fuchsia/magenta, or pink as ANS calls it. It's not about it looking "lighter" in pictures, or whatever other poor, easily defeated excuse you'd like to try next. The simple fact is that there is far too much red in the color to ever be called purple, no matter how dark or bright of lights you use to look at it in "real time" or in pictures. Well, I guess if you were to look at it in a room completely devoid of all light, then maybe it could be said to look purple, or orange, or green, or whatever, because you know, there's no light.

An appeal to authority logical fallacy doesn't make this definitely-not-purple suddenly become purple. I don't care what Rory, or any other random customers, who likely don't exist or were never polled, claim. Again, facts are facts, and what I have received contains too much red to be called purple, and looks nothing like the purple ANS shows on their website, or have sold in the past. I've already shown you one such example of an ANS Purple Acid Wash Empire Sniper that is currently for sale on eBay. One that was autographed by Rory himself, so it's clear he's seen a purple acid washed one of these before. The pictures of the Sniper on eBay were taken in poorly lit conditions, using what appears to be warm lighting (2500~3000K), and yet it looks like the purple one on ANS. In other words, it lacks the strong red tones of what has been sent to me. What has been sent to me is very clearly a fuchsia/magenta that looks strikingly similar to what ANS calls pink on their website.

An RMA isn't what I want, what I want is what I ordered. I've offered to allow ANS more time to correct that, I don't care to wait another three months, and even informed them of my intent to purchase more items in the future. If what ANS wants is to lose me as a customer, then I guess an RMA is what ANS wants. Obviously losing me is literally nothing to the behemoth that is ANS, so maybe I should be unsurprised that ANS cares so little about customer support. Maybe what I should do is purchase that ANS Purple Acid Wash Empire sniper on eBay. Maybe then with side-by-side pictures ANS will finally see that what they have sent me isn't purple, but something causes me to suspect that this is unlikely. I know if the pictures were to vindicate ANS that I would eat crow and admit I was wrong, as that's what an honest person would do.

So again, I ask, how does ANS feel we should proceed from here? Should you make a customer happy by upholding your side of the contract by supplying them with what was ordered, rather than excuses for why the wrong item was sent? Or does the behemoth prove that customer support doesn't matter to them, that losing yet another customer isn't important, and RMA the incorrect item?


The ball is in your court, make your decision,
William

[SETHZILLA!]

Ok after reading all these emails, this immediately pops into my head. Especially at the 3:00 area. ENJOY!

https://youtu.be/df5iwY7QUTY

[Arthur]

Looks like a breast cancer awareness shade vs purple.

I avoid anything ano'd by ANS - Its always been shit.

[Trbo323]

2 months ago I ordered a push unite lens from them that was "in stock" only to be informed that it was a "pre-order" after I ordered. Not back order, pre-order. I never had to check the box that says I understand the pre order terms.

Got a refund, went elsewhere

Sent from my Moto Z (2) using Tapatalk

[Lt. head-shot]

Customer service seems like a really mixed bag these days. ANS took 8 months to get the "free" speed feed for the hopper that I ordered during a black Friday special. All other orders I have had from ANS have been just fine. PBGateway straight up ignored my emails about missing parts, but then called me on the next order I had because parts were out of stock and they were asking about swapping out for something different. That really sucks that you keep getting Pink (and yes its pink not purple), at this point I'd think your hassle would be worth a refund and then you taking a resurrection to ano elsewhere.

[Bulldogr6]

The Walmart of paintballl. They owe me a Dye head wrap ( $20 ish) but I don't have the original email about it being not in stock but showing in stock and just decided it's not worth the fight. It sucks they are the largest retailer &wholesaler and that they feel they're too big to fail so everybody gets treated like a number.

I would say that's definitely pink compared to what the purple model photo looks like.

Sent from my E6910 using Tapatalk

[ford]

Sorry you're dealing with these jokers.

Take the RMA and run. Those custom ano jobs by ANS are horrible. I've teched two of these splash resurrections and the tolerances were all over the place.

[Bulldogr6]

Sorry you're dealing with these jokers.

Take the RMA and run. Those custom ano jobs by ANS are horrible. I've teched two of these splash resurrections and the tolerances were all over the place.

Tolerance as in variance on color? As far as i understand Anodizing is pretty much dying the metal it doesn't add any material so if you're talking machined tolerances that's an Empire thing .

Sent from my E6910 using Tapatalk

[FrankW]

My understanding is anodizing adds to the outer layer. Striping removes the outer layer. If they remove the original anodizing and re-anodize, I would imagine that the tolerances would be somewhat unpredictable.

I've heard other people complain about re-anodized snipers/resurrections from ANS being out of tolerance as well (i.e. leaking).

[punkncat]

More than likely they were unable to get another run of them or similar and they tried passing this off figuring you wouldn't return due to the hassle.
I suggest you taking them up on the RMA and cut your losses.

[ford]

Tolerance as in variance on color? As far as i understand Anodizing is pretty much dying the metal it doesn't add any material so if you're talking machined tolerances that's an Empire thing .

Anodizing is a process adding an oxide layer to aluminum. Dyes are added for color, but there is more to it than that.

With an ANS custom anno scheme a marker goes through the following life cycle.
1) block of aluminum: machined by some shop for Empire...sent by the Empire team to a Anno partner they trust.
2) finished marker arrives at ANS
3) ANS works with someone to strip off the pre-existng anno
4) ANS has someone re-anno the stripped marker.

Steps 3 and 4 are tricky.

First, you have to uniformly take off the existing oxidation layer and how do you do that as uniformly as possible and without taking too much extra aluminum?
Assuming that went perfect you now have to re-apply a new layer of oxidation (anodize). This process isn't like dying eater eggs. You can screw this up in many ways.

So after going through all this, 'weird' things can happen to a marker that was working fine. This is why manufacturers like Planet Eclipse won't warranty any custom anno markers ANS creates

[Falcon16]

punkncat Good lord Tyler Fare I know that guy I've known him for years. He's done some ano jobs for people locally and apparently royally F'd some markers. Good guy and knows his way around a speedball field can coach well and is a good player and human being but doesn't have a damn clue how to anno properly. That said I've looked some of his more recent work and he may have improved but I remember seeing stuff like a year or two ago and yea the anno job LOOKS great but apparently tolerances were trash

[punkncat]

I have experience about Tyler, thankfully second hand. I saw the "dragged down the street" A1 that he ruined, I saw the SB that he not only lost parts to, but re-ano parts so much that they were worthless as far as tolerances. I have personally seen the American Flag ruination of a nice PE marker, and watched on Ano Group and PB B/S/T as dozens of people have complained about time frame, quality, and worse. The SB debacle was particularly crappy for the owner. As you know, parts for those simply aren't around. It wasn't a matter that Tyler COULD have made that one right. To his credit, there isn't any quit in him...

[cfos00]

I'm pretty positive Tyler doesn't have anything to do with their ano work. They've sent their stuff out for years, and had crappy ano jobs done that void warranties (fun fact that a lot of people don't know). Unless that change happened within the last few weeks, I'm pretty positive it goes elsewhere. Logistically, it also wouldn't make any sense for either of them. Not sure who gets their stuff, but it's not him.

[Paintslinger16]

Run a poll, cause that’s pink and black. I had a purple chaos series and it was on the lighter side of purple, it’s was definitely in the spectrum of purple, not pink

[MrKittyCatMeowFace]

Not a purp.
I really only want to buy some cheap paint from ans but i refuse to order paint online. I just buy from my open play field i go to since its just as cheap.

[Bulldogr6]

Anodizing is a process adding an oxide layer to aluminum. Dyes are added for color, but there is more to it than that.

With an ANS custom anno scheme a marker goes through the following life cycle.
1) block of aluminum: machined by some shop for Empire...sent by the Empire team to a Anno partner they trust.
2) finished marker arrives at ANS
3) ANS works with someone to strip off the pre-existng anno
4) ANS has someone re-anno the stripped marker.

Steps 3 and 4 are tricky.

First, you have to uniformly take off the existing oxidation layer and how do you do that as uniformly as possible and without taking too much extra aluminum?
Assuming that went perfect you now have to re-apply a new layer of oxidation (anodize). This process isn't like dying eater eggs. You can screw this up in many ways.

So after going through all this, 'weird' things can happen to a marker that was working fine. This is why manufacturers like Planet Eclipse won't warranty any custom anno markers ANS creates

All good points . I sure they go with the lowest bider.

Sent from my E6910 using Tapatalk

[iamthelazerviking]

It's purple because we said so. ANS and PB Gateway have become absolute shit. Avoid.