Customer Service


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schmeky
February 12, 2009, 10:35 AM
I have read many different stories on THR forum about customer service. I have not needed any manufacturers service on a firearm in many, many, years.

I recently bought a Les Baer 1911 and had some problems. I sent a nice descriptive e-mail with pictures of the problem. I was not upset, I realize no one can be 100%, 100% of the time.

Well, my cell phone rang, and it was Les Baer himself!!! He said no problem, send it in and we'll take care of it, seemed like a really cool guy. So far so good.

Hope this ends as good as it started.:cool:

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Jim Watson
February 12, 2009, 10:41 AM
Would have been even better customer service if ol' Les had sent you one that worked to start with, wouldn't it?

The Internet Definition of Good Customer Service seems to amount to a willingness to sell a defective product and the ability to sweet talk you into thinking they are doing you a favor by fixing it.

PhiloebeddoUSA
February 12, 2009, 11:35 AM
There is nothing worse than going to the range with a new pistol and having issues right out of the box. I bought a Sigma 9VE last year and immediately had ftf problems. I could not squeeze off more than three consecutive shots without stoppage.

I called up Smith and Wesson and explained the situation. The rep said that they would take care of it and to expect a pre paid UPS label in the mail.

They got it back to me within a week(replaced the slide), and most importantly I haven't had an issue with it since.

Good overall experience. I am looking forward to hearing stories from other THR members on this topic.

schmeky
February 12, 2009, 11:49 AM
The Internet Definition of Good Customer Service seems to amount to a willingness to sell a defective product and the ability to sweet talk you into thinking they are doing you a favor by fixing it.

Jim I respectfully disagree. I was in the equipment business for many years (20) and one of my best selling points was that the equipment we sold WOULD eventually have some type of problem. It's the nature of anything man-made.

The difference was how well we responded when there was a problem. Our service was the best. I set sales records for my area and got sales awards from some of our manufacturers.

If Baer takes care of the problem, I'm fine with it.

GZOh_Jr
February 12, 2009, 11:57 AM
I agree in principle with Schmeky on this one, but with a single caveat; a little QC goes a long way. It sounds like many problems would be solved if a human being actually shot a couple rounds through the pistol before it left the factory.

searcher451
February 12, 2009, 08:58 PM
Wow. I used to think that the S&W folks set the standard for the industry for customer service. But this story makes me change my mind. That's impressive.

Of course, the real proof is in the pudding; let's hope the follow-through is as impressive as the initial phone call. Please keep us posted.

schmeky
February 12, 2009, 10:35 PM
searcher451,

I agree, the proof is in the outcome. I'm not crowing until the cow comes home:cool:

Dienekes
February 12, 2009, 10:44 PM
Give me up-front QC over long-distance sympathy anytime. Frankly it's cheaper for both parties in the long run and a lot less aggravation.

When I decided to buy a new car I put out a "bid request" to various Toyota dealers and went with the one that was closest with the best deal. One-stop shopping, as it were.

Guns just aren't that high tech...

Ridgerunner665
February 12, 2009, 10:57 PM
As a happy Baer owner and somebody else that Les has called (not because my pistol was messed up)...I'm curious what was wrong with your pistol schmeky.

Jim Watson
February 12, 2009, 11:25 PM
the equipment we sold WOULD eventually have some type of problem

Apples and oranges, Schmecky. The described gun did not eventually have a problem, it was by the OP's description, a recent purchase. You can read every day about name brand guns that do not function reliably out of the box. I don't like but can understand Springfield unpacking the crates from Brazil and sending out guns without test or inspection, but I would hope for more care on a gun of two or three times the price.

schmeky
March 23, 2009, 12:45 PM
It's been 5 weeks and I got a call from a young lady at LB today. The repaired 1911 will ship out today Fed-Ex standard overnite, so I'll have it March 24th (tomorrow).

I eat return shipping, they pay coming back. Just hope everythings good to go.

So, $1,600.00 for the gun, $38.00 for shipping, and a 5 week wait.

Ala Dan
March 23, 2009, 03:53 PM
Les Baer Custom = worth the wait, and expense~! ;) :) :D

SwampWolf
March 23, 2009, 04:44 PM
I don't like but can understand Springfield unpacking the crates from Brazil and sending out guns without test or inspection, but I would hope for more care on a gun of two or three times the price.

Absolutely agree here. If "you get what you pay for" means anything at all, a pistol costing two or three grand should come out of the box needing no excuses. Period.
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mljdeckard
March 23, 2009, 05:02 PM
I never think that the factory is the first place to turn to when you have a problem with a gun. My time is valuable enough to not want to wait for them, especially if a local gunsmith can fix the problem easily, and factories often don't have good track records of fixing problems at all.

RogersPrecision
March 23, 2009, 05:29 PM
I'm curious..........
how did you ship the pistol to Baer so cheaply?

The Lone Haranguer
March 23, 2009, 06:50 PM
Les Baer Custom = worth the wait, and expense~!
The purchase price of over $1500, the five week wait to make it right and ship it back, and the expense of the shipping both ways? All these malfunctioning high-dollar pistol threads are starting to make the Hi-Point look good. :evil:

Sapper771
March 23, 2009, 07:42 PM
I agree with this statement: "Man is not perfect, thus the efforts of his labors are not perfect.".

Its like building a structure with crooked levels and plumbs. It can still be done, but it is not truly "Perfect" nor efficient.
I guess that is what makes us, "US".

As long as the Customer Service is openly willing to correct the problem in a timely matter, I dont have an issue with it.

I hope your LB runs well.

bluetopper
March 23, 2009, 07:53 PM
I've owned (past tense) a few Hi Points. They have the best warranty and customer service I've ever seen. Even if you're the tenth owner of it.

No, I'll never buy another one.:)

CrankyOldGuy
March 23, 2009, 07:56 PM
There is no excuse for such an expensive pistol to malfunction out of the box. You payed for "quality control" not "pay shipping and wait 5 weeks".

schmeky
March 23, 2009, 09:12 PM
RogersPrecision,

I shipped it through my wifes work, they get a corporate rate; shipped it standard overnite (pm delivery).

mljdeckard,

There were some minor finish flaws (I pointed out originally). The pistol was refinished at LB, or so I was informed. A local smith would have charged (or farmed this out), so if a get a new blue, rust pits from the barrel hood polished out, and a thorough inspection for $38.00 (cost of shipping), I'm OK.

The major problem was due to a weak mag spring. I don't plan on using the LB mag when it comes back.

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