Beretta Customer Service Experience

[tuck]

The last week of January I traded into a very lightly used 2014 production Beretta 92A1. The pistol appeared to be in excellent, almost NIB condition. I took it home and over the next few days I put a little over 100 rounds though it. Then, at one point while cleaning/fondling the pistol I noticed something odd at the barrel's crown. Upon closer inspection I noticed that the crown had been cut very unevenly. Almost as if it were done by hand...

http://i197.photobucket.com/albums/aa215/tuckinauster/gun%20porn/C1C738EC-30C6-4D56-BCFB-96535CAFAA18_zps2zmstys2.jpg (http://s197.photobucket.com/user/tuckinauster/media/gun%20porn/C1C738EC-30C6-4D56-BCFB-96535CAFAA18_zps2zmstys2.jpg.html)

http://i197.photobucket.com/albums/aa215/tuckinauster/gun%20porn/1F30CC44-8DF5-4240-9B3C-EC9704B182B4_zpsi7vz0zbz.jpg (http://s197.photobucket.com/user/tuckinauster/media/gun%20porn/1F30CC44-8DF5-4240-9B3C-EC9704B182B4_zpsi7vz0zbz.jpg.html)

While I didn't experience any accuracy issues while shooting the pistol, it still concerned me. On 2/1/16 at 3:00pm, I sent an email to Beretta's customer service department and attached pictures of the barrel. Exactly one hour later, I received a reply from a representative. The next morning Beretta informed me that the crown was unacceptable, and provided me with instructions to request a complimentary return shipping label. On 2/3/16, UPS arrived with at my door with the label. Unfortunately due to my work schedule I wasn't able to send the pistol out until 2/5.

Beretta provided tracking information and also has a very nice provision on their website to track the status of the repair. I was able to see when the pistol arrived, when it was being inspected, when the work was complete, and when it was shipped back to me. The tracking information indicated that the pistol was due to arrive by the end of the day tomorrow (2/24), however UPS delivered the pistol to my door a few hours ago. It was packaged exceedingly well and included a packing list that detailed the work done. The list indicated that the barrel assembly had been replaced, headspace was verified and a function check was performed. The new barrel/locking block is immaculate.

While I would rather have had a pistol without any issues in the first place, I am very happy with the service I received from Beretta. Especially since the pistol is out of warranty, the warranty was never registered with Beretta and I was not the original purchaser.

Well done Beretta :neo:

[BG1960]

thanks for the write up. I have become an avid consumer of Beretta's products the last few years. It's good to hear they stand behind them.

[Brahmzy]

I really miss my 92s. I've always had at least one at any given time. Would love one of the WC offerings.

[BKennedy]

That's really good to hear. I've avoided Berettas for awhile due to their customer service but I haven't been able to forget how well I shot the 92's and I'm actually picking up a 92A1 tomorrow. Thank you for the post.

[tuck]

Before contacted Beretta about the issue, I did some research on past CS experiences. It seems within the last several years they've really upped their game as far as keeping their customers happy. I stumbled across this video (I believe the owner is a member here...) https://www.youtube.com/watch?v=G1vCxQq2vP4

His experience helped me make the decision to send the pistol back. Even though my 92A1 isn't a "go-to" handgun, I didn't like the idea of being without it for months on end.

[Mrgunsngear]

I do love the 92A1---great shooters

[tuck]

I do love the 92A1---great shooters

Your Beretta videos helped fuel my lust for a 92A1, so in a way, the whole ordeal is a little bit your fault.

[Brahmzy]

Must ignore this thread... la la la la

[azeriosu85]

Beretta is good to go, especially after their move!

[Beat Trash]

Anyone can ship a product with issues. No matter how good of a QC department exists. While I look for a manufacture with as few issues as possible, I recognize that mistakes can happen and things like this barrel can slip through.

What is important to me as a customer is how willing the company is to stand behind their product. To be told, "Sorry, that shouldn't have happened, lets see what we can do to fix this" is more likely to keep me as a customer that to be told that I must be limp writing the gun.

I'm glad to see that Beretta has stepped up their CS department.

[mack7.62]

:( I need an A1.

[Mrgunsngear]

Your Beretta videos helped fuel my lust for a 92A1, so in a way, the whole ordeal is a little bit your fault.

Yeah, I'm like a crack pusher :D

First view is free :no:


http://www.youtube.com/watch?v=V1e0fEFiQrs