View Full Version : Customer Service Thread
I thought we had a consolidated customer service thread but couldn't find it so guess I was wrong. Either way, I had a few recent interactions that I figured I'd share.
Wilson Combat: mentioned this one in another thread, but one of my four 9mm 1911 mags would cause occasional feed failures in my SA RO Elite. I reached out to them, they told me to send it in, and within maybe a week of them getting my malfunctioning magazine, I had a brand new one at my door. Pretty awesome for something that everyone considers a disposable item.
Radian: I bought the 15-22 upgrade kit right after they released and just got around to installing the safety but there was a problem with the cylinder. The hole either wasn't cut deep enough or there was something stuck in it that was preventing the spring and plug from fully inserting to capture the safety lever on one side. My email was responded to the same day and the replacement cylinder was in the mail the same day I gave them my address. Just don't use their website chat feature, I never got an answer from that.
Arc'teryx: I bought a Theta AR around 2010-2011. It served as a daily wear jacket for the first few years but didn't see too much hard use aside from a few days of snowboarding (I suck so I fell a lot). The last several years it sat in my closet in Hawaii with very minimal use until December when I moved back CONUS and started wearing it almost every day again. I noticed that the waterproof seams were starting to separate from the jacket so I reached out for an RMA. It took a while in transit because I had to send it to them in WA, and then they sent it to another facility in Canada. It also took some time to get assessed, but was within the 4-6 week time period that they quoted me. I got an email form them today saying something along the lines of the Gore-Tex was separating from the fabric and it can't be repaired. But, they believe that its still within the jacket's expected lifespan so I'm basically getting store credit for the entire cost of the jacket, which was somewhere around $5-600. I didn't abuse the hell out of that jacket but I definitely got a lot of use out of it over the past eight or nine years. Plus, I wouldn't be surprised if the humidity from sitting right beside our windows in HI for so long did something to the fabric. I'm pretty excited they're covering it like they are - I love how all of my Arc'teryx stuff feels and performs so a great CS experience definitely helps offset the initial cost.
I like that this seems to be a common theme with arcteryx in particular. I have a few items from them since they fit me and are high quality. I stayed warm in -22 weather ice fishing all day in my Theta AR with a Thorium AR under it. It's good to know they'll take care of me if I need it since the price of admission is a bit steep.
I like that this seems to be a common theme with arcteryx in particular. I have a few items from them since they fit me and are high quality. I stayed warm in -22 weather ice fishing all day in my Theta AR with a Thorium AR under it. It's good to know they'll take care of me if I need it since the price of admission is a bit steep.
Yeah I'd heard good things from a few people but didn't want to get my hopes up. I'll be spending the next few years at Carson so I'm definitely getting more stuff from them.
LowSpeed_HighDrag
04-25-19, 23:21
I had an issue with my brand new Henry Big Boy. Took it apart, stripped even the roll pins, only got worse. Sent it to Henry as literally a bag of parts. They had it for a week or two, sent it back yesterday, no questions asked, brand new bolt, polished internals, smooth as butter.
Colt: Sometime around the late 90s I took possession of a Colt HBar AR-15 that was AR15 marked with bayo lug etc.
It got dropped and after that I started to experience FTF issues. Tried a bunch of different magazines and realized something bad happened to the rifle itself. Sent it in to Colt for service / repair. Colt replaced the upper, barrel and bolt and returned it to me at no cost.
Rifle ran 100% after that. Only drawback was a color mismatch between upper and lower (grey / black) and I now had a push button forward assist rather than a teardrop forward assist. But not about to complain. Maybe one day I'll track down the correct tear drop forward assist and swap it out.
grizzlyblake
04-26-19, 06:42
I posted this yesterday in the Sionics thread but may as well cross post since it fits here as well. This is regarding a new Sionics Patrol Three E rifle that I just bought.
I took the rifle as pictured to the indoor range 5 min from my office on 4/5 to zero the optic and run a handful of 30rd mags through the gun to check function. I was working through the first magazine (Gen 2 PMag supplied by Sionics) of Speer 64gr GD making scope adjustments on 3 shot groups. After about 15rds I had a double-feed. After 4 more rounds I had another doublefeed. Then I had a failure to feed (fail to strip).
I switched to a 30rd Okay with Federal XM193 and the symptoms continued, then onto another Okay with XM193 which behaved the same.
I called the Sionics shop and told them what was going on. They immediately sent me a paid UPS label and I sent the gun off to them. Once they received it they called me to bring me up to speed. They said they took everything apart and the tolerances on the gas block and tube were within spec, but on the edge of the spec, so could be potential tolerance stacking issue.
They rebuilt with fresh parts and put some rounds through it at the shop with no issues. I don't remember what all they said they were doing, but I think it was a different gas block, tube, and Springco blue buffer spring.
They asked if I was cool letting them keep it over the weekend so they could take it to the range and put more rounds through it. I told them they were welcome to wear it out - the more the better.
The following Monday they called to tell me they had put a bunch of mags through it with zero malfunctions, and they had videoed the gun to show me if I wanted it. They gave it to UPS that day and it I got it back Tuesday this week.
I went to the range today and re-zeroed the optic with 64gr GD (The Brownells isn't QD but only needed 3 clicks of windage to return to zero). 30 rounds of GD through the PMag Sionics sent, and 5 Okays with XM193 with no issues. The medium contour barrel really controls heat well and doesn't get too hot even after 6 mags. The two-stage trigger is very nice considering I've only shot Colt mil-spec triggers in the past.
The point of the story is that Sionics has absolutely incredible customer service and the guys (Josh and Stephen) were great to deal with and got me squared away in less time than it took UPS to get the gun from me to them. It's quite a change of pace to call the Sionics shop and immediately speak to the same guys any time you dial them.
Also, always check and prove your gear no matter the manufacturer. Things happen.
Sionics is A+, highly recommended.
I’m about to find out how good Vortex customer service and warranty is.
One week ago I purchased a new Razor Gen2 1-6E from my LGS. It will not hold zero at different magnifications. If zeroed at 6x at 50 yds, the group slips low and left about 2 inches at 3x; at 1x it’s off the paper. At 10 yds 1x is about 5 inches low and two left. I’ve checked mount (Scalarworks) and torque specs numerous times. Oddly, for the first 300+ rounds it seemed to work fine before the low left came out of the blue.
I’ll report back once I contact Vortex and hopefully get it addressed ASAP.
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I sent an email to Sionics yesterday evening and got a phone call back from Josh in 30 minutes. I’m happy with the interaction and impressed by the promptness.
I sent an email to Trijicon about 5 minutes prior to that. Hopefully I hear back soon. Edit: still waiting as of 3 May. Email sent 25 Apr. Edit 2: Trijicon still no response as of 24 June. Sending again.
Doc Safari
04-26-19, 09:00
Colt: Sometime around the late 90s I took possession of a Colt HBar AR-15 that was AR15 marked with bayo lug etc.
It got dropped and after that I started to experience FTF issues. Tried a bunch of different magazines and realized something bad happened to the rifle itself. Sent it in to Colt for service / repair. Colt replaced the upper, barrel and bolt and returned it to me at no cost.
Rifle ran 100% after that. Only drawback was a color mismatch between upper and lower (grey / black) and I now had a push button forward assist rather than a teardrop forward assist. But not about to complain. Maybe one day I'll track down the correct tear drop forward assist and swap it out.
Hard to believe a weapon intended for the intensities of combat would somehow start having issues after being dropped.
I did have a Mossberg 590 that fell from a sofa onto a hard floor and would not extract after that, though.
I bought Arc'teryx specifically because of their rep. So far nothing but praise.
A few years ago I had a pair of Lowa waterproof shoes, the sole started to delaminate. After a couple rounds on email I sent them back to them at their request, they mailed me a brand new pair of the latest edition.
grizzlyblake
04-26-19, 09:20
Keen boots - I ordered a pair of Targhee EXP boots and they showed up with a couple manufacturing/QC issues. They immediately sent out a UPS return label and sent me another pair. Second pair showed up with some issue and they did it again. Fantastic customer service, but their QC is pretty awful on imported items. However, I ended up with a pair of their American Built boots and they seem good to go.
Altra running shoes - I had a couple issues with a pair of Superior 3.5s coming apart within like a month of wear. They sent me a new pair and told me to either hang on to the old ones or donate them because they can't do anything with them.
Hard to believe a weapon intended for the intensities of combat would somehow start having issues after being dropped.
I did have a Mossberg 590 that fell from a sofa onto a hard floor and would not extract after that, though.
It was a bad drop.
Doc Safari
04-26-19, 13:27
It was a bad drop.
No doubt!
I dropped a BCM M4 from about waist high onto a concrete porch. The gun landed right on the elevation turret of the ACOG it was wearing and then clattered onto the bolt hold open side of the rifle. Both the rifle and the ACOG were fine. The ACOG didn't even change zero. Six months later I traded that ACOG for something.
Update.
Vortex has been nothing short of awesome with this situation. Both their Representative that is the contact with my local gun store and VortexOptics rep who is active on M4C.net have really bent over backwards to get me taken care of. I already received a new scope on Wednesday and shot it last night. I experienced no problems.
This is a complicated situation regarding ring torque recommendations of the mount manufacturer (Scalarworks) vs Vortex and potential damage caused by the higher mount torque recommended by Scalarworks. Scalarworks, has also been involved and awesome.
To help get clarity Vortex even purchased a Scalarworks mount ($400) to test their scopes with the mount themselves. My personal opinion is this just happened to be a bad scope. Either way Vortex took care of me but the fact they bought a mount to do additional testing so they have the new direct technical knowledge, is pretty cool.
Also, I purchased this scope from my local gun shop in our small town. They were also proactive in communicating with Vortex and helping to resolve this. A reminder of how small shops truly cater to customers - something you don’t much get anymore at big box stores or direct online purchases.
If you all are interested in following the drama there is a thread in the optics and mounts forum about the Scalarworks Leap mount where both Vortex and Scalarworks openly communicate.
Thank you Vortex, Scalarworks and my LGS.
I’m about to find out how good Vortex customer service and warranty is.
One week ago I purchased a new Razor Gen2 1-6E from my LGS. It will not hold zero at different magnifications. If zeroed at 6x at 50 yds, the group slips low and left about 2 inches at 3x; at 1x it’s off the paper. At 10 yds 1x is about 5 inches low and two left. I’ve checked mount (Scalarworks) and torque specs numerous times. Oddly, for the first 300+ rounds it seemed to work fine before the low left came out of the blue.
I’ll report back once I contact Vortex and hopefully get it addressed ASAP.
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I'm surprised no one has mentioned Forward Controls Design (Duffy). Awesome customer service - even on other manufacturers stuff. :)
Euro Optic is good.
Good prices
Fast shipping
Good customer service/quick responses.
LowSpeed_HighDrag
05-03-19, 09:22
I'm surprised no one has mentioned Forward Controls Design (Duffy). Awesome customer service - even on other manufacturers stuff. :)
Duffy has always taken superb care of me, both at BAD and FCD. That dude knows how to keep a customer happy over the long term.
Some of the best CS I have seen is Rainier Arms. Awesome people to deal with.
And it was a total surprise to me but the people at AAC made a repair super easy and like totally fast. Spring on my can wore out and they replaced it and also did maintenance on my can and recoated it.... all in under a a week.
I'm surprised no one has mentioned Forward Controls Design (Duffy). Awesome customer service - even on other manufacturers stuff. :)
Roger’s CS is top notch. Dude responds to emails late at night within a few minutes. And the SBCG and 1815 are top notch, too. Edit: I just checked my mailbox and found another SBCG and 1815. I’m pretty sure I placed my order 2-3 days ago, so they don’t screw around with shipping, either. And the Accuwasher set showed up too, despite being out of stock on FCD’s website. I figured they would ship that separately, whenever.
Bonus: excellent discount for Mil/LE/First Responder
Vortex, Hornady, RCBS, Dillon, Centurion Arms have all been excellent for me.
Midway USA has been great.
I purchased a case tumbler from them in the early 1990s.Last year I stepped on the on-off switch and shattered it. I contacted them in an effort to get the manufacturer's information so I could purchase a new switch. They told me there was a product recall about 20 years ago on that model. They asked me to return it for a full refund. I laughed a bit and said that 25 years is a pretty good service life for any product. I offered to pay for a new one myself. They insisted on giving me a refund.
I'm surprised no one has mentioned Forward Controls Design (Duffy). Awesome customer service - even on other manufacturers stuff. :)
Glad you brought him up, I actually forgot I reached out to him at one point. I had an LDFA that was catching after installing it. I just asked him about it and he sent me a brand new one. I'm not even convinced that it was the LDFA that was the problem, since it didn't happen in a different upper but that was awesome of him. Love his products too. EMRs are on all of my guns, LDFAs on all but the cheapest beater, and I have a 6315 and ATA floating around as well.
Some others that I thought of:
Brownells: I've been an Edge member for years and have used their CS several times, though never for any of their products. Getting a hold of them is always easy for such a big company and their return policy is great. I've definitely considered gambling on some of their in-house projects considering their CS.
Velocity Systems: I had a Scarab back panel that needed to be replaced because of a zipper issue and they responded and got a new one in the mail almost immediately. They didn't even have me send the broken one back to be examined. I've also had them make me custom mods to two or three pieces of their gear and they were great through that whole process.
Black River Tactical has been very responsive to customer support related questions, particularly via Clint here. I’ve been happy with the products I own of theirs, as well as the support interactions that I have had both before and after purchase. I’ve been badly abusing (think wet sand) one of their barrels on a beater gun, and Clint has been cool about the whole thing, support wise. I will keep buying their stuff.
Elzetta has been very responsive to E-mail, and applied a .mil discount a day after after I had already ordered. Their stuff is hard to break, so most interactions have been “what light do I need for x application” or “are your lights rated for suppressor heat and muzzle blast?”.
Daniel Defense recently answered the phone and put me through to the right person for my question in a timely manner. Unfortunately my problem involves a secondhand barrel and will require a drill press to solve, but at least they were prompt and honest. Nothing is broken or damaged, so they had no obligation to replace anything.
Precision One ammunition has been very accommodating. I go to their outlet store when in the area, and whenever I’ve had a question, the owner has spoken to me in person, or called me back promptly. Dude always comes out to say Hi when I’m there. They’ve made custom competition loads for me (or anyone, 5000 rnd min purchase order), and made my 9mm min power factor 4” barrel 147 gr flat nose FMJ custom load a stocking item, so I don’t have to buy a whole run when I want it. I can buy 1,000 at a time instead of 5,000. They’ve also been responsive to the 2 issues I’ve had in like 20,000 various rounds fired. I buy PILES of ammo there, and you should, too.
Weapon Outfitters gave me a call to verify that I wasn’t a stolen credit card after buying some KAC stuff. In a time of rampant fraud, I appreciate that. They were easy to deal with and shipped my stuff promptly.
ATP Guns gives me like a dozen free range passes every time I buy a gun or do a transfer. I think the standard is 5, but the counter dudes don’t seem to know how to count. They also sometimes forget to charge me for range time. I haven’t paid to shoot there in like 2 years. I supervise and/or ride ambulances and fire/rescue squads in their area, and they frequently see me on duty, so that may be a factor.
I love Vortex. I’ve dealt with their CS a number of times and have been very pleased every time.
1. MRDS - I don’t remember which, but I bought the wrong one to try on a pistol slide. Used it briefly on an AR before I realized it was the wrong one so it wasn’t even NIB, but they exchanged it for a refurbished version of the one I needed. Didn’t expect this at all but definitely sold me on them.
2. Crossfire - bought a used Crossfire RDS from someone on a local forum. Showed up dead, so they replaced it.
3. Razor - my razor landed hard on some concrete about a year ago. Initially I thought it was just the turret cap that was damaged so I explained it to them a got a new one right away. When I discovered the scope itself was damaged, they took care of me.
4. Switchview - when I took the switchview off of my razor to send it in, I must’ve stripped the threads because it wouldn’t tighten on the magnification ring when I got the fixed scope back. Of course, they took care of me.
Every single time, the response from their reps (if necessary) was extremely fast as was the turn around time on the product. The switchview arrived at their facility on Monday and was delivered back to me that Saturday, just in time for my first 3 gun shoot tomorrow. Obviously it’s not a complicated item, but that’s incredibly fast. Finally, I really appreciate that every single time, they’ve included a note with their findings and fix. I’ve had several items come back without anything, and despite trusting that the companies took care of whatever the issue was, it’s always nice to know for sure.
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Some of the best CS I have seen is Rainier Arms. Awesome people to deal with.
Absolutely--local to me and probably the best place I've ever dealt with in terms of both their overall expertise, and their friendly service that will quickly resolve your issue or help advise on build options.
Others that have been excellent:
*Midway
*Sionics
*Primary Arms
*Fortis
*Sport Optics
*SWFA
Operation Parts helped me swap a rail I got on accident for what I meant to get.
Like THE place for KAC for me since Boltcarrier quit.
Few years ago bought a used G21 that was having issues. Sent it to Glock. Got a call about a week later asking me if this was sentimental to me. It wasn't. They sent me out a whole new gun with new night sights and half a dozen mags.
Out here in the rural West, mail order has always been a way of life. We can get deliveries by UPS and FedEx, but it adds a couple of days to the order. Instead, we have shipments held at the facility and we go and get them ourselves. My main gun related outfits I have done a lot of successful business with are:
Midway USA
Brownells
SGammo
J&G Sales
RatWorx (GB seller)
And yes, the Texas based "Pricier than Gold" (AKA Cheaper than Dirt). Despite being higher than a cat's back on items, I have found items not available elsewhere I was willing to pay a premium on, and they ship fast and reliable. In the gun world, mentioning their name is like using profanity in church, but a good cuss word once in a while isn't bad.
Beretta, regarding an ARX100:
This occurred about two years ago. I have tried to keep it as accurate as my memory of events allows.
The rifle shot 5+ MOA best-case. All ball ammo, military or commercial, was 6+ MOA. This is from bag rests with a 5x optic, tested at 25, 50, and 100 yards. I tried rigging up an optic directly to the barrel to rule out barrel mounting issues and even bought a $450 spare barrel from Brownells, which showed no improvement at all. I called Beretta and CS Guy reassured me that they'd take care of it if the rifle wasn't within their specs. When asked, CS Guy finally let on that their spec was 4 MOA with military ball. Finally, I'm told they'll charge me a $70 shop fee if they determine there's nothing wrong with the rifle.
I send the rifle in, get charged $70, and get the rifle back missing its iron sights. Included are a note saying the rifle meets their specs and two Oehler target representations showing a 3.2"+ 5-shot group at 100 yards with 55gr Hornady VMax and a 3.0" 5-shot group at 100 yards with Tula 55gr. I firstly find both of these results suspicious, given the reputation of both ammo types, and a bit disingenuous since I was told the spec involved military ball, not commercial ammunition. I go to the range with several types of 55gr military ball and am unable to replicate anything like their results, still finding 6+ MOA with everything but some Prvi 75gr, which was a little over 5 MOA.
I get swamped with work and some very difficult family matters for a year, but finally come around to the rifle again. It's still under warranty, so I call Beretta and let them know I'm very displeased with the previous outcome. The CS rep sends me up the chain to talk directly to Mr. G. I tell Mr. G. that I'm not pleased with the situation and that the rifle still shoots 6+ MOA with ball after being charged $70, despite the printouts included with the rifle. I also mention that the ammunition listed on the test printouts was not military ball. Mr. G then takes on a forceful, patronizing tone and informs me that he has final say on warranty issues and that I'm free to send the rifle back again for evaluation, with the understanding that if they find nothing wrong, I'll again be charged $70. I politely inform Mr. G. that I find this unacceptable and want an exchange or a refund. Mr. G. becomes surprisingly belligerent and tells me I can send it in or not. I ask to speak to Mr. G's superior, and he responds "I'm as high as it goes." Mr. G. continues briefly, becoming even more rude, then hangs up on me before I can respond.
At one point during the call, Mr. G. actually attempted to verbally manipulate me into a submissive position by insinuating that taking a year to contact them after the initial return was somehow dishonest on my part, going so far as to ask what I'd been doing all that time, and then responding with sarcasm at my honest response.
At first, I felt disgust. Two days later, I began to feel angry. I tried to find another contact number or email, but found only their standard CS number, which apparently had Mr. G. at the top. I did discover on LinkedIn that Mr. G. was not only apparently at the top of the Customer Service chain, he was also listed as Beretta USA's head of production. The man had a direct conflict of interest with finding products faulty! Now I was furious.
Abandoning all hope of resolution, I decided to put in a complaint with the Better Business Bureau, wash my hands of Beretta forever, and write the ARX100 off as a total loss.
To my surprise, three days later I got a phone call. A man who spoke with a too-polite-to-be-sincere tone told me they'd received my BBB complaint and wanted to know if I'd like a replacement rifle or a refund of my purchase price to resolve said complaint. I informed him that, after this experience, I'd prefer a refund.
I stripped and thoroughly lubed the rifle, included all accessories, shipped the defective rifle back to Beretta, and received a check for the purchase price.
I'll never buy a Beretta product again as long as I live.
Achilles11B
10-08-19, 01:56
RCBS. They’ve been quick to respond to my issues with either parts or information. I got in to their reloading gear on the recommendation that it was “grunt proof” and I’m staying with them because of their CS.
Not really happy with LMT right now.
Had an issue with LMT defense shipping today. Realized that they put the wrong address on some LM8 parts I ordered. Notice I said "they". On my order confirmation and information my address was correct, so whoever on their side shipped the order switched two digits in my address, as it was incorrect in the shipping notice. So I called them today, asking them to fix it. The general response was "not our fault, not our problem, call USPS" even though they admitted that this occasionally happens to them. I've dealt similar problems with other companies such as LaRue. LaRue has always done right even when the problem may have been the carrier (or porch thief). I thought LMT was supposed to have good customer service. The woman on the phone sounded like she couldn't care less about the issue. I guess I should have bought OBRs instead of MWS rifles.
Not really happy with LMT right now.
The types of people who ascend in any large hierarchy (business, political, or criminal) have something in common: a personality type that is both low in empathy and high in competitiveness. The only difference between a CEO or politician and a ghetto mugger is their IQ.
These personality types have two weaknesses. They care about their reputation (which for them is how easy or difficult it is to get others to do what they say) and whatever their ambition is focused on. If you manage to present a real threat to either that they can't ignore or swat away, they'll negotiate.
If you don't get things handled in a fashion you believe is fair, contact a lawyer or, if you don't have the funds, the Better Business Bureau.
Thumbs up to Primary Arms. I ordered a mount from them and once I got the tracking number it showed stuck in Houston for a few days. I thought no big deal, everybody's backed up. Suddenly the tracking showed it in NY enroute to Houston. I contacted PA CS and the lady told me to hold on, she would contact her USPS rep as it was probably misrouted. CS emailed me the next day and said to monitor tracking again. Bam, two days later it was delivered to my house.
Grand58742
04-24-20, 06:42
Larue. I ended up ordering a sling and got shipped the wrong one by accident. Emailed them and ended up getting the situation rectified quickly with them providing a return shipping label and sent it back. Three days later, I got the correct sling along with even more of their swag even though I got some in the original box that wasn't returned.
Magpul was kind of a pain to deal with when I had to replace an MBus that came defective out of the pack. I had to play 20 questions before they finally agreed to replace the item since apparently they thought I'd bought a cheap Chinese knock off.
Raven Concealment has replaced my Phantom holster a couple times and was great to work with both times.
Likewise Blue Force Gear replaced a ten-speed mag pouch whose elasticity was blown out enough that it wasn't holding mags in anymore. The mag pouch had had mags loaded in it, pretty continuously, for TEN YEARS. I didn't even email them asking for a replacement, just to give them a data point that it took ten years to blow out a ten-speed pouch. A+.
Most of the companies I've dealt with offer good customer service.
Two that I've felt that I've taken advantage of are:
1) Dawson Precision. Like many middle-aged guys I have presbyopia, that combined with cataract surgeries in my mid-40's, has made shooting irons at range, with precision, a challenge. I bought a set of Dawson sights for my M&P 2.0 amid trying to figure out what RX to put in my shooting glasses. I went from .75 to 1.0 to 1.25 before settling on .75 (which was what the doc had figured originally) during that time I had three front sight changes using their 'perfect impact' guarantee. I started with an all black, went to fiber optic front, changed height on fiber-optic, then changed once more before getting it perfect. The last change I said 'this should be on me' and they said 'that's okay.' This problem would have been a lot easier to work through if anyone made an adjustable rear sight for the M&P.
2) Dillon Precision. Always great service, my only complaint is that sometimes the tech guys don't quite hide the exasperation in their voice when they tell you to remove the thrust bearings, and primer track bearing plate, then call them back if that doesn't fix the problem. My most recent experience was when the powder feed's body collar broke after 20 years. I wasn't exactly sure that the part hadn't been upgraded from the diagram I had, so I called them. After talking with the guy I said 'well I'll just order it online, that'll probably be easier.' To my surprise he said it was covered under warranty.
AS I said, most companies have good CS, but some are exemplary.
The types of people who ascend in any large hierarchy (business, political, or criminal) have something in common: a personality type that is both low in empathy and high in competitiveness. The only difference between a CEO or politician and a ghetto mugger is their IQ.
These personality types have two weaknesses. They care about their reputation (which for them is how easy or difficult it is to get others to do what they say) and whatever their ambition is focused on. If you manage to present a real threat to either that they can't ignore or swat away, they'll negotiate.
If you don't get things handled in a fashion you believe is fair, contact a lawyer or, if you don't have the funds, the Better Business Bureau.
Wasn’t a huge order and surprisingly USPS actually cared and got the situation fixed even though USPS had no real stake in the situation. It was just the way LMT offered no help even though they admitted it was their mistake that really made me question the integrity of the company.
I’ve been craving a Forward Controls Designs 11.5” handguard or 3. Friday afternoon, I noticed that Right To Bear had them in stock. So, I called FCD to ask if that was a legit distributor. Roger himself answers. Said they were good. So I ordered two, with the cheapest shipping available. They arrived tuesday morning.
Awesome.
Btw, this is a good length for a BA Hanson 12.3” barrel.
Over the years Botach's rep seems to have been pretty negative. I've never had an issue with them. Sporadic orders over a very long time.
This week on Monday I exchanged some emails regarding a product. Placed the order on line on Tuesday afternoon. Shipped Wednesday. Item delivered Friday.
Quick email order acknowledgements and tracking along the way.
Streamlight +++
I managed to drop a Glock . It landed on the lens portion of my TLR7. They sent me the parts I needed to repair it for free. Didn't even have to pay for shipping.
Averageman
10-02-20, 14:29
I had Germania Homeowners Insurance, my Boss had USAA.
We had a large hail storm come through, the USAA Agent was at my Bosses House within an hour.
Germania was two weeks later, then they low balled me, I requested another inspection, then the Second Adjuster came and sat in his truck for a half hour outside the house in the street.
I decided to go out and see what he was up to, come to find out, yes, he did low ball me and the adjusted amount was over two K more before he got out of the Truck. Even still I thought it was too low.
Oh and the local Germania Rep was less than remotely helpful. She never came by ( Her Office is less than three blocks from my house) and when everything was said and done I took the paperwork to her and dropped it off and explained why I was dropping Germainia and going with USAA, She threw me out the door.
Five Years later Germania sent me shitty emails and letters wanting their documents.
Glad this thread came back up, Team Wendy sucks. I lost one pad to a brand new liner and after a few attempts to get ahold of them, I finally got a response saying that they should be able to mail me just that one pad. That was around the 4th of July. I never got the pad and haven't heard from them again despite several attempts to make contact.
Nightvisionary
10-02-20, 15:17
I made a real stupid mistake today with a buyer on one of my ammo auctions. I sent an invoice for payment and left a single letter off my ***pal email. Based on my incorrect invoice he made a ***pal payment to the wrong email. I checked and luckily that email doesn't exist so there was no way for anyone to receive it. He was able to cancel the payment and resend using my correct info but only after much frustration on his part and embarrassment on mine. I feel I need to do something to make up for the hassle. Right now Im in between refunding his shipping or throwing in two boxes of Federal XM-193 or 1 box of Speer 64 Grain Gold Dot.
Wife's laptop's screen went dark on one side, the other half is still clearly legible. She emailed Dell customer service. Of course all the replies she received (4) were from overseas (India) based personnel. Each one kept referring to her issue as "broken screen" after she repeatedly wrote that it's not broken or cracked or physically damaged. You see, there is a difference in how they treat a problem, if it's physically damaged then the warranty is not covered, if it's internal hardware issues then it's under warranty.
They want us to ship them the laptop after my wife told them (4 times/written) that she can't part with the machine as she uses it to manage three financial accounts. We are able to plug in an external monitor and use it that way. She asked me to call them and explain to them that we want a new screen sent to us and we will either install it ourselves or if we don't think we can handle it, we will get a technician to do it. We would even pay for the screen if it's not covered by the warranty. We just want a screen shipped to us. I was passed around to three different people and each time they asked the same question, even though they have the claim # and record on their screens.
Frustrating is not the word.
Diamondback
10-02-20, 16:18
Wife's laptop's screen went dark on one side, the other half is still clearly legible. She emailed Dell customer service. Of course all the replies she received (4) were from overseas (India) based personnel. Each one kept referring to her issue as "broken screen" after she repeatedly wrote that it's not broken or cracked or physically damaged. You see, there is a difference in how they treat a problem, if it's physically damaged then the warranty is not covered, if it's internal hardware issues then it's under warranty.
They want us to ship them the laptop after my wife told them (4 times/written) that she can't part with the machine as she uses it to manage three financial accounts. We are able to plug in an external monitor and use it that way. She asked me to call them and explain to them that we want a new screen sent to us and we will either install it ourselves or if we don't think we can handle it, we will get a technician to do it. We would even pay for the screen if it's not covered by the warranty. We just want a screen shipped to us. I was passed around to three different people and each time they asked the same question, even though they have the claim # and record on their screens.
Frustrating is not the word.
Check out Discount Electronics--they're Dell's parts liquidator and might have the part. Good luck!
Check out Discount Electronics--they're Dell's parts liquidator and might have the part. Good luck!
I buy Dell computers but their customer service stinks. Here is a good Dell story:
Several years ago at a company I worked for I had a problem with my Dell desktop. I told our IT guy, an old curmudgeon, who told me to bring it to him. He looked at it and said it was a hard drive problem in which he has had several with that model. He said he would need to call Dell to get it replaced under warranty, but to stand by as the call would get ugly. So "John" calls, Mr. Patel answers the hot line and John proceeds to explain the problem and concluded with "I need a new hard drive" . Patel tells him to restart the computer and John said he doesn't need to, he knows the problem. So Patel tells him to unplug the computer, plug it back in and then turn it on. John says "no, I know what the problem is". Patel then asks John to log in at which point John lets him have it. Patel tells him "I am going to put you on my hostile customer list" at which point John yells into the phone "put me on whatever d@#n list you want to put me on but send me a f'n hard drive!". Three days later we had a new hard drive.
Diamondback
10-02-20, 18:20
I buy Dell computers but their customer service stinks. Here is a good Dell story:
Several years ago at a company I worked for I had a problem with my Dell desktop. I told our IT guy, an old curmudgeon, who told me to bring it to him. He looked at it and said it was a hard drive problem in which he has had several with that model. He said he would need to call Dell to get it replaced under warranty, but to stand by as the call would get ugly. So "John" calls, Mr. Patel answers the hot line and John proceeds to explain the problem and concluded with "I need a new hard drive" . Patel tells him to restart the computer and John said he doesn't need to, he knows the problem. So Patel tells him to unplug the computer, plug it back in and then turn it on. John says "no, I know what the problem is". Patel then asks John to log in at which point John lets him have it. Patel tells him "I am going to put you on my hostile customer list" at which point John yells into the phone "put me on whatever d@#n list you want to put me on but send me a f'n hard drive!". Three days later we had a new hard drive.
I've been lucky with Sager and XoticPC so far... actually need to get my mom's shipped out for repair soon.
1_click_off
10-02-20, 18:28
Old Grouch Surplus in Clyde SC is a thief. I ordered a poncho for $90 something and waited and waited for it. I contacted them via email and they responded stating they switched systems and my order got dropped. They apologized and said they would throw in some swag and get it right out. I waited another month and emailed again, and again... no response. I then called and spoke to Tim? and he gave me the same story and apologized and said he would get it right out. He even asked my height and told me he would send the longer poncho out right after Memorial Day as he was expecting a shipment in. Waited and waited again. Then I called back and got the same story. I have been nothing but polite and patient on this matter. I called my CC to contest the charge and it had been too long. Now when I call, they simply send my call to voicemail. I emailed them and requested a poncho or a refund. I have never heard back from them.
I just picked up a LMT rifle and while it included a safety/owners manual, it got me thinking about another one I
own that did not come with a manual.
I e-mailed LMT requesting a manual, they provide a web address where I can download a manual and print it.
Undaunted I contact LMT again and propose they sell me a paper version, that was three days ago.
LMT makes really nice rifles but their customer service sucks.
1_click_off
10-02-20, 19:07
Brownells did the right thing. I ordered the BRN-10 lower for $139 and before it even made it to my FFL they dropped the price to $99. A call to discuss and they refunded the $40 difference. Think it was $149 and had a $10 off code to make it $139 the first go. Too much trouble to chase the extra $10. I was happy with the $40.
Glad this thread came back up, Team Wendy sucks. I lost one pad to a brand new liner and after a few attempts to get ahold of them, I finally got a response saying that they should be able to mail me just that one pad. That was around the 4th of July. I never got the pad and haven't heard from them again despite several attempts to make contact.
This is ironic... yesterday (3 OCT) the replacement pad was on my doorstep. Again, I started all of this literal months ago and it took far too many attempts to contact but at least they finally came through.
Browning- Back in the early 90s their hunting clothing was top tier, I had a pair of the Mountain 1000 boots for about 6-7 years, and the sole delaminated. Called, sent them in and a week later received a new pair.
Also owned a used Stainless Stalker that had a kaboom from a barrel obstruction from bark while hunting. Blew the barrel in half to the reciever, and still somehow got the deer. Called them up to see about a paying repair and they gave me a new rifle at costs. ( I alway tape my muzzle when deer hunting now )
Stan Chen- Had and issue with two different SI magwell’s with the finish. He called me personally and express shipped the parts to me. This is on a $119 part from a guy who makes $10k 1911’s and has a waiting list.
Daniel Defense- The stock on my MK 18 would collapse when shooting, called and shipped a new one in under a week.
Smith and Wesson- Had an issue with an M&P AR, forget what, called they sent a shipping label and I got back the next week.
Dan Wesson- Had an issue with the finish on my new blued Valor. Hard as heck to get on the phone, but once I did they sent a label and I got the gun back about a month later with the issue corrected. I don’t shoot that pistol too often but started to like 2 years later and the rear site screw fell out. Called to order a new one and the shipped me one no charge in under a week.
Magpul- They continue to be good people and a great company to work with. I was installing a rear/front Magpul MBUS PRO set and one of the nuts got dropped not he floor. I literally tore the room apart from top to bottom and that nut is nowhere to be found.
I emailed and asked to buy a few as back-up replacements and they sent me a bag of them free of charge overnight. They also included a few freebies/goodies.
I was blown away.
Magpul- They continue to be good people and a great company to work with. I was installing a rear/front Magpul MBUS PRO set and one of the nuts got dropped not he floor. I literally tore the room apart from top to bottom and that nut is nowhere to be found.
I emailed and asked to buy a few as back-up replacements and they sent me a bag of them free of charge overnight. They also included a few freebies/goodies.
I was blown away.
This reminds me of Midwest Industries. I had one of their early AK rails that was ever so slightly canted on the top. I had a full replacement rail, with no questions asked (I did send them pictures of the cant). Same thing when I lost a screw for the rail. I had a full replacement of every screw asap.
Grand58742
10-05-20, 11:33
Magpul- They continue to be good people and a great company to work with. I was installing a rear/front Magpul MBUS PRO set and one of the nuts got dropped not he floor. I literally tore the room apart from top to bottom and that nut is nowhere to be found.
I emailed and asked to buy a few as back-up replacements and they sent me a bag of them free of charge overnight. They also included a few freebies/goodies.
I was blown away.
I typically love Magpul and buy their stuff religiously. However, I got a rear MBUS a while back that was defective out of the package (release lever didn't work) after buying it brand new from an authorized Magpul dealer at my local Mom and Pop store. After calling up CS trying to get a replacement, I went through the 3rd degree over whether or not it was "actually" Magpul. I get the fact there are plenty of cheap imitations out there, but I had the receipt, informed them of the store name to verify they were a Magpul dealer, sent pictures of the package and the item, the whole nine yards and they still weren't sure "without an examination if it was a Magpul product."
I get it, you don't want to replace a China fake some Bubba bought off Ebay for a fraction of what legit Magpul goes for, but even Magpul sends out a dud every once in a while. They finally agreed to replace it, but that was nearly a half hour of talking to a couple of people before I got the answer I was looking for.
Dug this thread back out due to some recent experiences.
SureFire: brand new M640DF flickering and turning off. I can only go back so far in my emails for some reason but they were decently quick to get ahold of and get an RMA from. They also sent an email confirming receipt of my light for warranty which was nice. Unfortunately, that was 23 MAR and it’s now 3 MAY. On 26 APR, I asked for a status and they immediately responded saying that it’s still in the que. I’m happy with their communication but almost six weeks for a flashlight is insane.
Criterion: I have an ongoing thread on this one so won’t go too far aside from saying that initial CS was great with lots of emails back and forth to help me diagnose a barrel issue. I ended up getting an RMA and tracking showed that it delivered on 12 APR. I haven’t heard anything since. On 28 APR, I emailed the specific CS rep to make sure he at least got it and still haven’t heard back. I may reach back out to their generic CS email because he was super responsive at first, so this seems odd.
BCM: I had my first confirmed issue with a BCM product, ever. This is big since I’ve had tons of their products over many years. I bought a lightly used MK2 upper that ended up giving me intermittent FTEs. I emailed them on 24 APR detailing that other BCGs worked so I think it was the BCM BCG and not the upper, got same day response with RMA, and on 2 MAY, they stated that the gas key was leaking and was replaced and successfully test fired, and is heading back to me.
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Dug this thread back out due to some recent experiences.
SureFire: brand new M640DF flickering and turning off. I can only go back so far in my emails for some reason but they were decently quick to get ahold of and get an RMA from. They also sent an email confirming receipt of my light for warranty which was nice. Unfortunately, that was 23 MAR and it’s now 3 MAY. On 26 APR, I asked for a status and they immediately responded saying that it’s still in the que. I’m happy with their communication but almost six weeks for a flashlight is insane.
Criterion: I have an ongoing thread on this one so won’t go too far aside from saying that initial CS was great with lots of emails back and forth to help me diagnose a barrel issue. I ended up getting an RMA and tracking showed that it delivered on 12 APR. I haven’t heard anything since. On 28 APR, I emailed the specific CS rep to make sure he at least got it and still haven’t heard back. I may reach back out to their generic CS email because he was super responsive at first, so this seems odd.
BCM: I had my first confirmed issue with a BCM product, ever. This is big since I’ve had tons of their products over many years. I bought a lightly used MK2 upper that ended up giving me intermittent FTEs. I emailed them on 24 APR detailing that other BCGs worked so I think it was the BCM BCG and not the upper, got same day response with RMA, and on 2 MAY, they stated that the gas key was leaking and was replaced and successfully test fired, and is heading back to me.
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So oddly enough, I have more updates on all of these.
SureFire: they confirmed the light was bad and replaced the part. They shipped it back on 12 May so it took a long time. The light also immediately didn’t work with the intended end cap and switch. I played around with the numerous end caps and switches that I have and think I have a separate issue with this one end cap since it works with numerous other configs. Not great that 2/3 components on this config were broken from the factory. I still need to reach out to them about the cap.
Criterion: again, longer update in the dedicated thread but got it back with a headspaced BCM bolt that they provided and it still had issues with my ammo. I reached back out and the rep had me send it back last week for a replacement barrel.
BCM: the repaired BCG worked with .223 but not 5.56. Paired with surprisingly hard recoil, I’m wondering if the gas port is so big that the BCG is outrunning the mags. I reached back out to them and they wanted to check out the upper and BCG together this time. Their follow up email didn’t state that they found an issue (instead, they said, “in the interest of customer service”) but that they would rebuild the upper and BCG. I had previously asked them that if the barrel needed to be replaced, if they could install an SFMB. They did that for free and shipped it back to me today, which is about a 10 day turnaround, maybe a little less. Can’t be at all mad about that, BCM continues to earn a lot of my money and recommendations.
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Diamondback
07-11-23, 21:23
If you're playing with Ruger 10/22's or Chargers I can't recommend S&P Ouftitters or Acculite Barrels enough. Matt at S&P was practically my right hand in planning out the Charger MWS project and finding parts to make it work, and Louis at Acculite was great about correcting things after I accidentally ordered a wrong barrel.
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