Remington customer service issues

[momopi]

I got a Remington 783 in 308 for Christmas last year, and finally took it to the range to do some plinking last month. Unfortunately it had the magazine feeding issue where the mag sits a little too low and the bolt won't catch the round. This issue had been reported online since last year, and the new replacement magazines seems to work.

So I called Remington customer service and was given the run-around between customer service department(s), parts department, and outside service center. This is a known issue and all I wanted is a magazine swap. After explaining my issue to several people at customer service, they transferred me to parts department where I was put on hold multiple times until the guy came back to tell me that there was nothing he could do for me.

He suggested that I call the service center, which I did and they said I need to get a RMA # and pay to ship the rifle in, as they cannot do parts swaps. Again I explained the issue to them, they agreed that it could probably be fixed with a mag swap but they can't do anything for me, and suggested that I call back to customer service.

So I called back to customer service and explained what had happened. Customer service suggested that I should just buy a new magazine for $28 plus shipping at my expense. I asked why I cannot send in the defective magazine for a swap and was told that people would call them to bum off a free mag. Again I explained patiently that by magazine swap, I mean I would mail them my magazine and they would mail a replacement. I am NOT trying to bump a free mag off them. But no, they said it was now against company policy to do that, and my options are to either send the rifle to service center (at my expense), or buy a replacement mag (at my expense). Wha?

So that was about 2 hours wasted on the phone. I understand that the 783 is a budget rifle and I shouldn't expect Rem 700 quality, but shouldn't this have been part of the QC process at the factory? Considering the number of 783's that were shipped in 2014 with this problem, I wonder exactly what kind of quality control (if any) they're doing. I think I'm just going to order some snap caps and try DIY fix on the mag with pliers.

IMO the difference with my past experience dealing with Savage's customer service is night and day.

[bubbala]

companies don't die over night, it's a slow death from thousands and thousand of wounds.

[langss]

https://en.wikipedia.org/wiki/Creeping_normality

[Thanatos2203]

I had the same problem with my 783 (you may have seen the thread on here) that I bought at the end of 2013. Remington sent me a new magazine no questions asked, although the rep sounded like he was ready to fall asleep on the phone. New mag didn't solve the problem so I didn't bother trying to reach out to them again but randomly got another magazine in the mail about a month later. That has been my only experience with their customer service, while it wasn't fantastic it was still positive.

Try bending the magazine catch spring out a little bit so it has a bit more tension. This solved the problem with my rifle. I had to repeat the procedure every once in a while to keep the effect but it worked well enough for a budget hunting rifle.

[LynnJr]

Yeah it sounds bad over the phone but they don't know if your sincere or just trying to get a freebie and they atleast admitted that.
In today's society there are so many bad apples just wanting something for free businesses are forced to take corrective action.
I would call them back and give them your zip code and ask for the nearest service center. Many times it will be a gunsmith in your area and you can drop it off and pick it up in person.
Yes it's a hassle but atleast your rifle will be fixed and some of there paperwork is really funny.
I sent a Browning BAR in for service and one of the choices on the paperwork was straighten bent barrel. Luckily my gun didn't have that issue but seeing it as a choice was kind of shocker.

[Khromo]

Some time ago I was on a mission to snag a left-handed Model 700. Since they only produce them once a year, you have to be quick once they hit the distributors. Once they sell out, you have to wait a year for them to become available again. I started calling customer service every few weeks to keep abreast.

I never got the same rep twice. Most of the folks were reasonably helpful, but some had no clue about their production schedule, seemed confused by the question, and sounded like they hadn't really been trained for the position.

I got the idea that answering that phone was a rotating duty. Some people seemed capable and willing to help, some seemed overwhelmed, and a few sounded like they were really annoyed by having to answer the phone and really let me know it!

No big deal. If I called on one day, and the person who answered the phone didn't know what a production schedule was and sounded pissed off that I was bothering them, I didn't let it bother me. I called back the next day and everything would go well.

I have gotten very good service from them more often than not.

If you have a bad time, just try again the next day. And as always, being friendly, courteous, and respectful is the easiest way to bend people to your will.

[Divernhunter]

LynnJr--the reason for the bent barrel option is because some people use the BAR barrel for a jack handle

[robodeer]

Scratch Rems off the list.

[nickel plate]

FREM

[Sheepdog1968]

Take it back to the gun dealer it was purchased from and let them deal with Remington. That's one of the advantages of buying local. Otherwise, just grit your teeth and buy a new mag on your dime. It's not right you should have to do this but it is a $28 problem.

[M1NM]

Go with a Ruger. Their quality has been spotty lately (unmotavated work force due to layoffs and ending of retirement program) but customer service first rate.

[Cowboy T]

Yeah, I'd go with either a Savage Trophy Hunter XP or a Ruger American Rifle.

That said, Remington needs to make this right. I'd do a post on their Facebook page and make it clear you're not trying to bum a free mag; you just want a replacement for the one that's problematic. You make enough noise, that's bad press and they'll probably make it right to get you to, as Eleanor Holmes Norton of Washington DC would say, "pipe down." :-)

Seriously, make a Facebook post on their page. Also do Twitter if you're on there. Companies typically don't want bad press.

And if all else fails...don't buy Remington again. I can't believe I'm saying that, since I like them generally. But there *are* plenty of alternatives.

[RNE228]

This...

I know J&G in Granite Bay(Sac area) is a Remington service Center.

Yeah it sounds bad over the phone but they don't know if your sincere or just trying to get a freebie and they atleast admitted that.
In today's society there are so many bad apples just wanting something for free businesses are forced to take corrective action.
I would call them back and give them your zip code and ask for the nearest service center. Many times it will be a gunsmith in your area and you can drop it off and pick it up in person.
Yes it's a hassle but atleast your rifle will be fixed and some of there paperwork is really funny.
I sent a Browning BAR in for service and one of the choices on the paperwork was straighten bent barrel. Luckily my gun didn't have that issue but seeing it as a choice was kind of shocker.

[Dano3467]

CS is everything nowadays.

[fatfreadiescat]

This...

I know J&G in Granite Bay(Sac area) is a Remington service Center.

This is the last place on earth I would go for a gunsmith.