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Thread: Customer Service, AR's and You

  1. #41
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    I had a nice stainless match grade barrel in hand and tried to put a Larue gas block on it. The gas block would not fit. For whatever reason, I assumed the gas block to be undersized. But rather than ruining it with a hammer or posting bile on the interwebs, I mailed the parts for the upper to Larue with a letter describing the build and the project I had embarked upon. A lady from Larue called and said that the gas block was the correct size, but the barrel was slightly oversized. So for a $25 gunsmithing fee, Larue custom fitted one of their gas blocks to my out of spec barrel and assembled the whole upper. Then just to be nice guys, they colored my stainless barrel flat black and mailed the completeed upper back to me.

    That is darned good customer service for a problem they never created.

  2. #42
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    In hindsight, it was a good lesson for IG's friend. He "should have" stopped after one pin was shaving metal.... but I know I most likely wouldn't stop and think it through to an out of spec lower.

    IG stopped and sent his upper back instead of continuing.

    I wonder how many "bad cases" are just people pissed their new item doesn't work and get butt hurt at the company.


    It is just sad that all the good learning experiences usually cost us something nice that we had. I learned this with a CPU that was only made a few of for an older bus speed...... Silicon is not a a good smell when burnt.

  3. #43
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    Quote Originally Posted by Sanpete View Post
    Paying to ship long guns back and forth, paying for ammunition to test it, paying somebody to shoot it and disassemble it and check it over, etc., adds up.
    The problem is in some instances when fudds perform stupid human tricks on their rifles, their first inclination is to run to the nearest gun forum and blab about why brand x sucks before talking to the manufacturer. Thank goodness the coc on this site forbids that. The benefits of having rock solid CS far outweigh the costs described in the above post. Lost sales alone on one misguided post could surely pay the CS team's salaries for a week. The brands that are talked about on this forum the most-(in a good way) have all gone way way beyond my expectations as a customer and my set of black rifles (as well as my friends') are in much better mechanical shape since joining this board.

  4. #44
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    Hopefully the company gets this straightened out. I called SunDevil during the "Obama-rush" about ordering a pink set for the girlfriend. They had great customer service then (at least for the issue of making a sale), but my local shop didn't have good CS at all and I ended up not buying the set anyway.

    I can say, to verify IG's integrity on this issue, I have assembled five SunDevil lowers and had a similar problem on both the trigger guard and bolt-catch roll pins using a variety of LPKs and Magpul's roll pins from their aluminum trigger guard. After the first pin, I ended up lubing it extensively and slightly pinching the pin together and using a starter punch. I probably should have been the good consumer and called SunDevil on the issue, but I just presumed they were on the tight end of the tolerance spectrum and so were the LPKs.

    Thanks for an informative thread. As somebody in business (not the gun business), there is nothing as irritating as an upset customer who never reported an issue to you. Nine times out of ten, the business wants to get it right and will if you give them an opportunity.
    Last edited by tylerw02; 07-27-10 at 17:53.

  5. #45
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    Quote Originally Posted by Iraqgunz View Post
    Why not? He did it correctly and the holes were not correct.
    I respect your knowledge and by inference, your friend's abilities.

    But reaching for a bigger hammer when you're shaving material isn't correct. You ream the hole. So it was not done correctly, as soon as aluminum shavings appeared he should have stopped, not hammered harder.

    Sundevil owes him nothing, unless the holes can be mic'ed and be shown to be out of spec. Even so, he caused the damage.
    Last edited by RTA; 07-27-10 at 19:00.

  6. #46
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    I have a Mega lower that the trigger guard roll pin (I tried several) was not going in and I was afraid of shearing off the ears. I was using a piece of wood but I was having to hammer a little too hard and the pin wouldn't budge. I ended up using a Magpul MIAD grip with the integral trigger guard. I'm thinking now maybe I should call Mega.

  7. #47
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    For the record, I pretty much told him the same. It still doesn't change the fact that the holes were the incorrect size. At least in my opinion.

    Quote Originally Posted by RTA View Post
    I respect your knowledge and by inference, your friend's abilities.

    But reaching for a bigger hammer when you're shaving material isn't correct. You ream the hole. So it was not done correctly, as soon as aluminum shavings appeared he should have stopped, not hammered harder.

    Sundevil owes him nothing, unless the holes can be mic'ed and be shown to be out of spec. Even so, he caused the damage.



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  8. #48
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    Quote Originally Posted by RTA View Post
    Sundevil owes him nothing, unless the holes can be mic'ed and be shown to be out of spec. Even so, he caused the damage.
    Sometimes when a company doesn't owe you anything is when they really shine with outstanding customer service. Bring the issue to them and at least see what they have to say. The worst they can do is nothing.
    Last edited by SteveL; 07-27-10 at 22:30.
    Steve

  9. #49
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    True, but...

    I am sure ANY manufacture would rather get back a lower that needs a quick ream and (maybe) some anodizing as opposed to a paper weight.

    Once you have broken something of your own doing, you can't really blame the maker. If they come through it is awesome, but I personally would expect to be paying out of my own pocket.

    Also, once you have pounded a pin through the hole, there is NO WAY to make any measurement worth a damn in resolving this issue, so I don't think any determination could even be made at this point (I designed machinery for 15 years, so I have been through these issues many times).

  10. #50
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    IG's friend......

    I'm Eric, IG's friend whom he is regarding in this post. All I can say and do is post my pics for you guys to see. As you will see, inside the trigger guard ear is a amount of aluminum on the outer perimeter of the hole as if the hole was re-bored by the roll pin. I did use a factory roll pin that came with the LPK and it was hard to start, so I switched to a Magpul roll pin from an enhanced trigger guard....still hard to install. Bear in mind roll pins contract and expand. The other pic needs to be zoomed in, but the hole near the bolt catch has been reamed on the perimeter as well. I have put together a Larue lower and installed a UBR on a Magpul lower that I own and I didnt have any problems with these projects. The one thing that IG will stress in any maintanance or assembly with ANYTHING......is that if it is not assembling gently, take a break and re-adjust. The roll pins going into the Sun Devil were hard as hell to go in. The Larue assembled with some light taps.
    As well, please see the pics with the pistol grip. This is a mil-spec pistol grip and it does not align properly. If you align it against the reciever at the top, it does not align to the side and vice-versa. Regardless of this reciever being assembled with no issues, I would still not approve of gaps between the reciever and pistol grip.
    As of now, SDM seems to think that it is a faulty LPK. Upon inspecting the lower, they have stated that "their" GI pistol grip fits perfectly. As well I have been told by the lady answering the phone, that there are out of spec roll pins floating around, regardless if I tried different ones to try to find a better fit. I am not bashing SDM, but I would like comments or opinions on this to see how wrong or right I am. Thanks, ED

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