So who has great customer service?

[Khafre]

I know that sending a firearm back to the factory because of a defect is something no one ever wants to experience. However, most of us know **** happens. Even the most reputable brands can have a quality control slip up once in a while. I know that some people here have been that one "lucky" guy to get that one stinking lemon. Unfortunately, I had the same experience.

So, those of you who have experience with certain manufacturer's customer service, would you please be so kind to tell me about the entire process that you went through.


My personal experience was with Ruger. My original Mk III turned out to be a total piece of junk. I sent it back three times. After getting it back the first two times the same problem persisted and they finally replaced it with a new pistol after the third time. Everything was done free of charge, which is to be expected in my opinion. They sent me UPS shipping labels and covered the dealer fees after they sent the replacement.

I would like to know the good and the bad. Please do not turn this into a fanboy brand war. I just want gain some objective insight for future purchases and hopefully others can use this as a guide as well.

[IVth Horseman]

I've had experience with Kahr and Ruger. The Kahr would drop mags during live fire, sent it in on Kahrs dime, came back three weeks later with the issue fully resolved.

Rugers revolver cylinder would slide off the cradle when swung open, got it back one week later with a note declaring no defect. Needless to say I was pissed. Sent it in a second time and got the same worthless note, no defect. Sent it in a third time with a letter asking them how to remove the cylinder. Got a call from the tech explaining to me how to remove it and then me asking "then why the hell does it just slide off"! Got a brand new revolver one week later.

Kahrs customer service (in my experience) was 9/10, Ruger on the other hand 3/10.

[smithaline82@]

I had the same experience.

[jeffrice6]

Got a brand new revolver one week later.

Kahrs customer service (in my experience) was 9/10, Ruger on the other hand 3/10.

In my opnion, Ruger has one of the very best CS depts out there! No stated warranty, but they will make any Ruger out there right as rain regardless of age or number of owners.... Lemons happen, sucks, but Ruger will ALWAYS MAKE IT RIGHT!

A quick example: My first Mini had a lacking trigger so I gave her a bubba trigger job, came out super unsafe.... If you looked at it it would go off (completely my fault) I Called Ruger's CS & explained what I had done to my rifle. Their reaponce, send it in we'll fix it! So I sent her in & within 3 weeks I had my rifle fixed and in my hands free of charge! I won't defend many companies but Ruger will always have my business!!!

[Allentu]

I dont have any personal negative experiances with firearms manufacures but as far as shops go...gunrunner in duarte seems like they dobt want or care for your business. I walked in and greeted the workers there but they ignored me. After i was standing there looking at a few rifles on the wall, one guy says what you want?! I just said i wanted to take a look at _____. I was only there for a PTP tranfer. As the other party showed up. I opened the handgun case sothey can look at it and the worker says, make up your mind youre already here. What kind of customer service was that?

[Wallabing]

Hi point has incredibly good customer service despite thier cheap under appreciated pistols.

They gave me a free magazine when my C9 came back from warranty repair.

[Hopalong]

Springfield Armory.

Called them, and after the first ring, a real person picked up

Told them my problem, and they immediately sent me a shipping label via email

With instructions on how to package the gun, and where to bring it.

No questions asked. Nothing about receipts, date of purchase, use. Nothing.

Sent the gun in, and had it back in less than two weeks, fixed

"Ejector drilled and pinned"

Cost me nothing.

[enzo357]

Tactical Solutions has been great to work with. Bought a conversion to go on top of one of my 1911s, worked great, loved it. After about 5k rounds conversion broke. Called customer service, had a new conversion at my door in less than a week. No questions, or complaints, just great customer service.

[hyperion.excal]

I always had great experience with sig sauer. 3x now never a dull moment with them. (I only have sig sauer guns so i can only comment about them, not a fanboy statement)

1) for brand new p226.40 i was having issues with checkmate magazines i called them up and they asked for my email, right away i have a shipping label sent to me. i sent back the mags and got brand new mags after 4 days.

2) my p226 slide release was very stiff and slide not locking back after last round. They emailed me the shipping label, i got the gun back in lightning 3 days period. They polished the inside components to make the slide release smoother at no charge and they also sent me new springs for the mags.

3) i had problem with equinox rear night sights it had a scratch, i called them up they emailed me the shipping label, i only had to send the slide back, i got the slide back 4 days later with new rear rights installed. No scratches.

All my Sig Sauer experience has been great, they deliver great customer service every time. I never had to pay for anything, plus shipping labels are overnight... go figure those would cost around $70. All paid at the company's expense. For the premium cost of sig sauer its totally justified imo. Great CS, lifetime warranty, and satisfaction. I have yet to see a company that will beat that.

[Press Check]

Springfield Armory.

Called them, and after the first ring, a real person picked up

Told them my problem, and they immediately sent me a shipping label via email

With instructions on how to package the gun, and where to bring it.

No questions asked. Nothing about receipts, date of purchase, use. Nothing.

Sent the gun in, and had it back in less than two weeks, fixed

"Ejector drilled and pinned"

Cost me nothing.

My exact same experience with Springfield Armory. No questions asked.

[CSACANNONEER]

I finally sent one of my Kimbers back to Yonkers a few years ago. Well, they fixed the boken hammer, loose plunger assembly, two stripped grip screw bushings for free. This gun only had about 20K rounds of reloads through it. Anyway, while it was there, they also replaced the night sites just because they were STARTING to dim. Finally, they paid shipping back to me too. The whole thing took less than a week!!!!!

[edidj13]

Springfield Armory's Customer Service and Support is Top Shelf, right next to their Lifetime Warranty!

[pc_load_letter]

RUGER!!

I emailed them that my rear sight on my SR9 was off and I could not get it to adjust. A customer service rep sent me a whole new slide. (He even sent me the all black version after I asked. Told him I was not a fan of the stainless steel.)

Hope Ruger comes out with a new 45 some time soon.

[JNunez23]

No personal experiences, but I hear good things about Ruger and Kahr..

Oh, actually I lost a pin for my GSG so I called ATI. Left a message, called me back the next day asking me for my address to ship a new one.

[Capybara]

Have had great service from Ruger. Have heard nothing but kudos about Springfield, but my 1911-A1 has been flawless for about ten years so I have never tried them.

As far as retailers, Michael at www.ebrworks.com is very good, great customer service, knowledgeable and patient in answering my questions. I pretty much will only be buying guns from EBR Works or through them from now on, I see little reason to buy elsewhere.