Customer Service

[Duff-Man]

Is it just me or is customer service in the firearm industry way better than average (excluding Gander at most locations and times). Just got off the phone with RCBS, it was just "Hello I how can I help you?" then just name and address, didn't even need to admit it was most likely my fault.

[scarletvw]

I've had to call Mossberg a couple times and they currently have my 715T. Their service sucks.

[rugersol]

Is it just me or is customer service in the firearm industry way better than average (excluding Gander at most locations and times). Just got off the phone with RCBS, it was just "Hello I how can I help you?" then just name and address, didn't even need to admit it was most likely my fault.

I would say reloading equipment companies are much better than any other firearm-related ... as I own two LNL-AP's, I've mostly dealt with Hornady ... they've been incredible! ... I've had good dealings with Lee ... kind of a bitch at Lyman, but that was for a front sight, not anything reloading-related ... I used to have a Dillon tumbler and it went to **** in a hurry ... I sent it to 'em, they fixed it, and returned ... no charge ... but they made out like it was somehow my fault ... like, I wasn't supposed to tumble brass with it, 'er something! ... otherwise, I've heard Dillon is good! ... RCBS, the one time I called 'em ... very much as you described!

[Hmac]

Is it just me or is customer service in the firearm industry way better than average (excluding Gander at most locations and times). Just got off the phone with RCBS, it was just "Hello I how can I help you?" then just name and address, didn't even need to admit it was most likely my fault.

I agree with this. Some of the best customer service experiences I've ever had have been from places like Midway, Bravo Company, Battle Comp Enterprises, IWC, SKD Tactical etc. It's common, in my experience, that those store will bend way over backwards to help their customers.

[Squib Joe]

Surprisingly TAURUS has been very good with polite and helpful customer service regarding warranty work.

Not much faster, but at least they sound like they care!

[aht_six]

Most of the firearms manufactures and firearms related suppliers I've dealt with have excellent customer service. Midway, RCBS, Hornady, H-S Precision, Limb-Saver, Browning and Winchester all come to mind as company's that have treated me very well.

There are of course exceptions. Remington's customer support is awful.

[thunderoussilence]

Customer service definitely is hard to find these days

[yonse]

I have to agree that it's usually pretty good, but it depends on where you go. I placed an order not too long ago with Top Notch Tactical (http://www.topnotchtactical.com) for items that they showed as being in stock. I called them a couple times 2 weeks later to find out what the status of my order was and each time I was told that they couldn't check because their computers were down. They also said that they would call me back when their computers were back up, but that never happened. I let another week go by and then emailed them to ask that they cancel the order. After a week with no response I attempted to call them again and each time there was no answer and I was unable to leave a voicemail because their mailbox was full. After another week I filed complaints with the BBB & the attorney general in their state. Only after that did they finally call me back. The person was upset that I hadn't waited longer for them to get back to me. He told me that they would give me a refund if I sent them another email asking for a refund which also stated that I would withdraw the complaints that I had submitted about them. I did send another email asking for them to refund my money, but I didn't state that I would withdraw my complaint in the email. Nevertheless they did finally refund my money a few days later.

[Squib Joe]

Here is the main office at Top Notch Tactical. Yep, the computer is down.




If you're ordering from a website that doesn't list a physical address, chances are that you're dealing with a guy working out of his garage.

[MaryB]

Hi Point service is above and beyond. Drove over your pistol? Send it in no questions asked they fix it, typical turn around under 3 weeks. I haven't had to send min ein yet but good to know that a company selling $130 pistols has a super warranty and service dept.

[Tronster]

How has Ruger been for repair service? I've got a mini14 with some issues, latest one being a chunk of metal missing out of the side of the bolt after my last outing, like it was a bad casting. You can see the firing pin through the hole! I bought it new couple years ago, never abused it, but the manual says they are not required to provide a warranty on their guns. If I'm gonna be charged I'll just take it to a local gunsmith instead.

[aht_six]

How has Ruger been for repair service? I've got a mini14 with some issues, latest one being a chunk of metal missing out of the side of the bolt after my last outing, like it was a bad casting. You can see the firing pin through the hole! I bought it new couple years ago, never abused it, but the manual says they are not required to provide a warranty on their guns. If I'm gonna be charged I'll just take it to a local gunsmith instead.

It's been several years since I've dealt with the customer service folks at Ruger, but my overall impression is good. I had a Blackhawk with a cylinder pin that would work itself out after just a few stout rounds, they fixed it, no charge. I don't remember having to wait too long it either.

[Jack's My dog]

I have been dealing with CZ since the middle of Feb. because the Phantom recently purchased started to fall to the 1/4 cocked position on the DA pull. When I first called called them up I had a next day mailing order with-in 2 hours, and sent it in that day. I was told- weeks on the turn around which went and past. I finally emailed around week 7. The response I received was something to the effect of "that shouldn't be taking so long...but my Boss is out of town so we will get back to you next week"

I had to send another email the next week, but after that I received a call the very next day. I was then told I would they would be putting a new Phantom in the mail for me, and I was pumped. The very next day I got another call from CZ....we're not sending you the Phantom. It was explained the the replacement was a POS so they wouldn't send it. I guess they have been having similar issues with other Phantoms, and they were looking into discontinuing the particular model.

I was then offered a brand new first of the line P09 duty. That gun looks cool, but I had been amassing 75/Sp-01 mags which the duty line doesn't use. I explained my situation and the Gunsmith told me he had some room to wiggle on the replacement, as long as it wasn't a Checkmate .

They agreed to send me an SP-01 tac. as a replacement, and they made sure to warn that they "thought" they would "maybe" have some in May or June. Well I received, an email 2 days ago that said they haven't forgotten about me, but still no SP-01. I guess the CZ Factories are having a hard time keeping up with demand.

All and all, I still feel positive in regards to the interactions I have had with CZ and would likely purchase another one of their products (97B) in the future....if they had any product to sell.

[UnaStamus]

There are of course exceptions. Remington's customer support is awful.

I've talked with their tactical MIL/GOV/LE division pretty extensively and had exceptional customer service. There is a pretty large contrast between the tactical division and commercial division. Their commercial division is massive. I haven't had the best of luck there, but the tactical division is very good.

Hi Point service is above and beyond. Drove over your pistol? Send it in no questions asked they fix it, typical turn around under 3 weeks. I haven't had to send min ein yet but good to know that a company selling $130 pistols has a super warranty and service dept.

They're probably just happy that that someone is actually using it for a legit purpose, instead of what about 75% of Hi Point users do with their guns, which is shoot rival gang members and rob drug dealers.

[JustPlainT]

Fortunately, I've largely managed to avoid needing customer service for my firearms. But I do pay attention to how companies treat their customers for any future purchases I may make.

I've had to call Mossberg a couple times and they currently have my 715T. Their service sucks.

They're part of Freedom Group. This should NOT be a surprise.