[NGIB]

The trigger group I ordered from Fusion came in yesterday and it contained the wrong trigger. None of the orders I've made with them ever went ultra-smooth but they do make good stuff. The response I got from this latest transaction, from the owner, is the straw that broke the camels back.

Yup, it's only a $30 trigger but the point is you just don't tell a customer to go pound sand. I've posted this on every national gun forum where I'm a member and if I ever see a thread saying something good about them - I'll post a link here.

This is the actual email exchange I had with Bob Serva, the owner of the company:

Bob,

Based on this response, I'll never need any more help - thanks anyway.

-----Original Message-----
From: rserva@
Sent: Thu, 3 Sep 2009 07:45:24 -0400
To: dave
Subject: Re: Order #

Hi Dave.
Sorry about that..
Let me know if you need any further help,

Thank you,

Bob

Fusion

----- Original Message -----
From: Dave
To: "Robert Serva" <rserva@>
Sent: Thursday, September 03, 2009 7:09 AM
Subject: Re: Order #

Bob,

Take this for what it's worth but you have just lost a customer. I know I haven't bought a $2K custom gun from you but in my eyes every customer should be important. I'll explain why I've given up on Fusion.

My first order from you was about a year or so ago, I ordered a MSH kit which included the housing and all the internals - the plunger, cap, retaining pin & spring. The housing arrived bare and I had to send an email explaining this. The missing parts were received a few days later so it ended OK I guess.

My next order, about 2 weeks ago, was for 3 black 1911 triggers. I paid for fast shipping on this order as I had 2 guns I need to get ready for a shoot. When nothing arrived in 5 business days, I emailed, and you answered that you had run out and were making more. They did arrive after a few more days but I had wasted the extra money I paid for fast shipping.

My latest order is this one and I was sent the wrong trigger in the kit. Your response to mail back the wrong one (on my dime) and wait for the correct one just doesn't sit well with me. I paid for fast shipping on this order also as I'm trying to get this gun ready for a match Saturday (tomorrow).

So far 3 orders and all have had issues. At this point, I'm just going to fit the "wrong" trigger and consider that I've learned a lesson...

Dave

-----Original Message-----
From: rserva@
Sent: Wed, 2 Sep 2009 21:20:15 -0400
To: dave
Subject: Re: Order #

Hi Dave,
Just send that one back and we will send you a black one.
Let me know if you need any further help,

Thank you,

Bob

Fusion

----- Original Message -----
From: Dave
To: "Robert Serva" <rserva@>
Sent: Wednesday, September 02, 2009 6:13 PM
Subject: Order #

Bob,

One problem with this order that arrived today. The website shows a black carbon fiber trigger and I received a shiny aluminum trigger. This is going in a black gun and I selected this kit for the black trigger. What now?

[Dillinger]

Wow!!

That is just plain piss poor customer service that is an indication of an industry with too many small places trying to be the next BIG place.

Every company has issues. Every company makes a mistake. Every company sends something out the door that is incorrect at some point.

NOT responding, in a pro-active way, when your customer contacts you concerning a shipment is unexcusable.

You deserve the feeling of pissed you are expressing. I, too, would be furious given the run down of what has gone wrong in your dealings and this owner's flippant response to a serious inquiry.

Fusion Firearms won't be getting any of my business either.

JD

[NGIB]

Whenever I'm asked for advice on where to get 1911 parts - you can bet what company I won't recommend...

[Dillinger]

Don't make it personal on this forum please.

Just the facts.

JD

[Johnnym]

Fusion Firearms should be called CON-Fusion. Serva is all peaches & cream 'til he gets your money. Also ends every email with some B.S. like let me know if I can be of further help. Further help implies some help to begin with...there is none.

Purchased a new 10mm 1911; arrives with horrible finish & I have to send it back on my dime. Am told it will take 3 weeks or so. Sent it back late Nov/early December. It is now February...and I still have nothing but indifference from Serva. Strikes me as a spoiled ex - Exec who knows nothing about customer service

[NGIB]

Wow, brought back from the dead. As an update, I have bought a LOT of 1911 stuff since I posted this - and NONE of it has been from Fusion...

[38SuperFan]

Originally Posted by NGIB

Wow, brought back from the dead. As an update, I have bought a LOT of 1911 stuff since I posted this - and NONE of it has been from Fusion...

There have been quite a few similar experiences from Fusion customers, some of the things I've read are almost unbelievable. I'd never consider doing business with them.

[therewolf]

I get angry just reading about this.

When you spend hard-earned money and some company treats you

like dirt, it's bad enough.

They could either list back-ordered parts, or immediately notify you at point of

purchase. Allowing you to waste cash to expedite shipping on a back-order

is IMO, not only AVOIDABLE, but UNFORGIVABLE.

But to mis-represent parts type or appearance?

I don't know about anyone else, but my preference is to monochromatic

gun-styles. Lately manufacturers have been playing the "Kimber game" of

accentuating special parts with different finishes. I know this is a pet peeve,

because if I want to mix gun finishes, I'm sure I could all figure it all out

without professional assistance.

IMO, these guys should have sent you a refund, a written apology, and the

proper colored triggers, free. But it certainly looks like these guys could care

less about taking care of their customers, to this casual observer.