Remington - Making thing right (870 Express edition)

[ClassicalLib]

I recently had a great experience with Remington customer service. Although I have a propensity to be curmudgeonly (in person and in forums), it is helpful to share good experiences when they come about.

Recently, I purchased an 870 Express 12ga from a local gunshop. Who knows how long it was sitting on the shelf. In any event, the gun would occasionally suffer from failure to eject when using Wallyworld's "special" Winchester bird shot for clays.

In addition, there was some slight surface corrosion when removing it from the safe (rust in the arid northern California summer was special). After a vehement flame comparing the finish and ejection reliability negatively against a Mosin Nagant, Remington offered to make it right... and they did! I just got it back with the following work performed free of charge (including shipping)

i) New finish (I mean completely new) the rough bead blasted surface is now smooth and the quality feels better
ii) The chamber has been reamed and polished
iii) The action was adjusted and feels much smoother than when I bought it.

I would definitely recommend anyone on the fence about Remington to take the plunge and buy! If there is any problem, I have confidence that Remington will make it right.

[DazedandConfuzed]

Good to know. My son is wanting an 870...now I have a good story about their CS to tell him. Thanks!

[Chameleon Loco]

Yup Remington's customer service is one of the best. I bought an 887 Supermag a month before the Newtown shooting. When I picked it up I went to the range the next day I ran 16 fiocchi shells threw and the pump locked up and would not budge. The helpfull employes at the range field stripped it and still could not get it to move. I was so pissed off, I called my dad after I left the range and he suggested to write a letter to the CFO, COO and CEO. I asked them if they would replace the shotgun with an 870 Police Magnum and how I was displeased in the quality of their product. Four to five days later someone from their CS contacted me and said they they only sell the 870 Police Mag to LEO departments and to gun stores but they said I could choose another shotgun. I asked them if they could replace it with the 870 Supermag Turkey and Waterfowl model and they said no problem. I had my new shotgun my hands in a little under two and a half months. It works just like an 870 should.

[Frito Bandido]

Very nice, the only thing this thread needs now is some 870 porn, good sir.

[aippi]

Sorry folks, Remington Customer service is not one of the best. People posting these things generally buy one item maybe two. They have a good experience and post that. This is good to do. But to for someone to then say this company has one of the best customer service based on that is misspeaking and not factual. The fact may be that you had one of the best experiences with customer service and that is true and right to post.

The customer service reps you talk to when you call in are sitting in NC and are trained to pull an issue up on a computer and give you an answer. Almost none have even been to the factory and many have never even fired a gun. It is almost impossible for me to find one with knowledge of their products other then reading their computer screen. When I do find one who is on the ball they are not there long as they get promoted. So in that regard Remington recognizes good employees but it always leaves me looking for a knowledgable rep to take my orders.

I average $80,000 a year in Remington parts and another $50,000 in Remington shotguns and this is at dealer prices. So I am can tell you that their quality control is not the best nor is their customer service, however, it got so bad since Freedom Group took over that it became an issue and they are beginning to improve. What this large corporate group has done to this great "American" name is a crime. They have also done this to Marlin, Bushmaster and about any company they bought. But the good news is that it is turning around and even better news is that "Remington" is for sale and we can hope the right people buy this company and turn it back to their glory days.

So, yes. They are improving and they will stand by the product may even even get it right. But they are not at this time one of the best in the business and I would rate them average at best. I hear horror stories about what they have done to Marlin so I hope that is improving also.

[NapalmCheese]

I'm not buying anymore Express series shotguns from Rem. I probably just won't buy anything from Remington. I'd prefer to not buy something because the CS department that I'm going to have to deal with about my broken gun is top notch.

That's like saying "Buy this new car, it's unreliable and prone to rust, but we have a GREAT mechanic that will (for free) make it better AFTER you buy it IF you take it to him".

Or you could just buy something that, more likely than not, won't have any problems.