Share your terrible customer service experiences with firearms companies

Discussion in 'Company Review Forum' started by JW357, Aug 15, 2013.

  1. JW357

    JW357 New Member

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    DISCLAIMER: This is not intended to be an end-all, be-all thread trying to dissuade potential buyers of certain firearms from buying with that company.

    Let's hear your terrible customer service experiences from firearms companies. It might be fun.

    I'll start. Forewarning, I am basically copying and pasting this from another thread. I already typed it all out once, so I don't see the need to do so again.

    I have a Taurus Millennium PT140 (.40 S&W). Bought the gun new, and first time out the front sight falls off. We reattach it and later on the rear sight falls off. I'm still waiting on my rear sight that I ordered to arrive. Taurus customer service was sub-par in my experience with them.

    The reason I was dissatisfied with their service is as follows: when I originally called to buy a replacement sight, which was approximately 9-10 months ago, she took my card information and told me it might be a couple weeks wait until they get them in stock. No problem, I can wait a few weeks. Six months later, I decide to call Taurus. They told me my card didn't work (despite me using my debit card and having just been paid a few days prior to when I made the call). I assume I either gave her the number incorrectly or she took it down wrong. Either way, no one made any effort to contact me to inform me, over the course of six months, despite having two phone numbers for me on record as well as my email address. So I sat for all that time and had no idea what was going on. Maybe I should have called them sooner, but I was giving them the benefit of the doubt that maybe they were extremely back logged for orders on the sights. Oh, another thing, when I talked to them the second time, she told me the original lady I had talked to had the wrong pistol model on record for me. I had given her the serial number, and you're telling me she couldn't look it up in her records somewhere what model my gun was? In addition to that, I told them the exact model of my gun. She didn't record it properly. And now here we are, 3-4 months after the second phone call, and still no sights.

    Update: I called a few days ago. Supposedly they are shipping me the sights within a week or two. We'll see.
     
    Last edited: Aug 15, 2013
  2. unclebear

    unclebear New Member

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    I had a bad experience with a company through amazon I ordered a chest rig for AK mags and ended up with a shotgun sheath, (not leather made of fabric). It was suppose to be a NcStar but and it says it comes from Amazon but I doubt it. Still the sheath works pretty well and it was about the same price I sent a complaint never got anything back from them.
     

  3. Josh1158

    Josh1158 New Member

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    It took taurus 6 months and 2 tries to fix my tracker 992s binding problem
     
  4. JW357

    JW357 New Member

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    Hearing nothing but bad things about Taurus... *sigh*
     
  5. trip286

    trip286 New Member

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    One may sometimes hear of FREAKING OUTSTANDING customer service...

    And you'll always hear about the ****ty customer service...

    But how often do you hear about the regular customer service? The reasonable prices, reasonable turnarounds; being neither exceptionally exceptional, nor remarkably sorry?

    You'll not very often hear, "well I talked to them after trying to get in contact an average number of times. They sent me a shipping label after an average wait time. They took my average gun, with its average problem, and fixed it within an average amount of time. Then they sent it back to me at an average shipping time..."
     
  6. JW357

    JW357 New Member

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    Interesting thought Trip. To me, though, average is rather bad. Or rather, not good enough. Who wants to be away from their firearm at all, let alone an average amount of time? I don't even know what average would be. I'm thinking 6-8 weeks. Which, if that's the case, is way too long.

    Of course, judging a company's customer service is in my opinion an accurate gauge of the company as a whole. If more people have to send their guns into the company for warranty work that might indicate lesser quality of the guns. And if the customer service is average or sub-par, that indicates one of a couple different things: either a lackadaisical attitude by the company in terms of helping their previous customers (which I'm not ok with); or a backlog of too many firearms to fix (which speaks to the quality of their firearms in the first place).

    At the end of the day, I realize not every firearm I buy, I do so for an exceptional firearm. But I do demand exceptional customer service from companies that produce average firearms. If anything, their customer service is (in my view) more important than companies who produce exceptional firearms from the beginning.
     
  7. JW357

    JW357 New Member

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    Which is why I will probably never buy a Kimber. I've heard too many bad things about their pistols. Which, would be ok if they offered a lifetime warranty. I guess I could just keep sending it in to get all its problems fixed. But they don't give a lifetime warranty. They give a one year warranty. If they made an exceptional pistol that almost never broke from the get-go, I could forgive their warranty slightly. But, the fact is, I've heard a lot of bad things about them. So they have neither a top-notch product nor top-notch warranty (given their price point - these things cold be forgiven for me if their 1911s came much cheaper).
     
  8. trip286

    trip286 New Member

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    Kinda like how everyone looooooves to pick on hipoint.... until you start talking customer service.

    They've gotta have the best in the business.
     
  9. JW357

    JW357 New Member

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    I don't know anything about Hi Points customer service, but to stay in business I would imagine they would have to have a great CS dept.
     
  10. JW357

    JW357 New Member

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    Except, I do know they have a plant about twenty I items away from my home town. I think its their main manufacturing plant, in Mansfield OH. I went to high school there.
     
  11. DeltaF

    DeltaF New Member

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    I know this does not exactly fit with the OP, but its close. Keltec in my experience has great customer service reps. But I had a horrible experience with my PF9. 2 broken firing pins and 1 unidentified problem with the slide in my PF9. They fixed all 3 issues under warranty and paid for the shipping. But having 3 failures to fire the first 3 times I took it out really makes me uncomfortable with the gun and all Keltec products in general.
     
    Last edited: Aug 24, 2013
  12. Txhillbilly

    Txhillbilly Active Member

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    There are firearms that are known to be let's say,less than stellar products. Whether they have inherent design problems,or are made with inferior materials,the Mfg. should take care of the customer's that bought their products.
    I have several Taurus firearms,and the only one's that I've had any problems with were a 24/7 OSS 45acp,and a Tracker 22lr.
    I gave Taurus two chances to fix the 24/7 OSS,and it was just the sights-they were the wrong sights for a 45acp,the pistol shot 6" low at 25' with any ammo that was put through it. Since there were no aftermarket sights available for that model,I had to deal with Taurus. Both times I sent the pistol into them,I dabbed a spot of white grease inside the barrel with a Q-tip. Both times I got the pistol back from them with a letter saying there was nothing wrong with it,the spot of white grease was still in the barrel.
    That told me that Taurus hadn't even test fired the pistol to even see if it shot low for them. I sold the pistol after that,and informed my ex-brother in law about the sight issue,he didn't care about the sight issue for some reason!

    The Tracker 22lr had issues with the cylinder binding up if you fired it rapidly,just a small timing issue. I took it to a local gunsmith and he fixed it in a couple days for $50.

    I don't have anything bad to say about Taurus firearms,they make some decent firearms in general. Their CS dept in Miami,Fl is another issue,it's piss poor all day long!
     
  13. JW357

    JW357 New Member

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    Another vote for Taurus... Wow. :(
     
  14. JW357

    JW357 New Member

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    That's good to know, thanks DF.