Is this typical Savage QC and customer service?


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wombat13
February 24, 2012, 01:08 PM
My FIL recently bought a used Savage .17hmr. The plastic trigger guard was broken so he called to purchase a new one. It is a $2 part, but Savage has a $20 minimum order, so my FIL bought a spare magazine to reach $20. The spare magazine would not fit into the rifle upon arrival. It was out of square (look at the mag from the top and the sides form a parallelogram rather than a rectangle).

FIL called Savage to let them know about the defect and return it. Savage wanted him to pay to ship it back. After a long call the customer service rep grudgingly and snottily agreed to send a replacement magazine since my FIL refused to spend his own money to return a defective part (that he really didn't want to buy in the first place).

The second magazine arrived and had the same defect as the first. FIL had to call again. This time they are sending UPS to pick up the defective magazine and they say they will send a replacement. FIL suggested that they open the package and make sure it will insert into a rifle before they waste his time and their money any further.

So is this typical with Savage? Broken plastic pieces, defective magazines, snotty employees, and multiple phone calls to get them to make something right? I've heard so much about Savage accuracy that I was starting to think I might buy one for my next rifle, but if this is the norm I'll probably stick with Ruger.

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ThorinNNY
February 24, 2012, 01:46 PM
Nope,not my experience. I called Savage, they sent me replacement part, no charge .Got here quicker than i expected.

Flintknapper
February 24, 2012, 03:53 PM
Never had a problem with them.

Still Shooting
February 25, 2012, 03:01 PM
I have nothing but good to say about Savage Customer Service. I got info from them about a B&C tactical stock swap I was doing, and a free trigger guard and magazine retaining clip. Everyone I spoke with was pleasant and knowledgeable, and the free parts arrived within 3-4 days from the phone call.

BoilerUP
February 25, 2012, 08:20 PM
Give Savage the serial number of your rifle and that will ENSURE they send you the correct part...

Freedom_fighter_in_IL
February 25, 2012, 08:27 PM
I've been dealing with Savage for over 25 years and have yet to ever run across such a situation for either me or anyone else I know. They have always been above board and have always held up their end of any service warranty parts or work without delay or complaint.

Kachok
February 25, 2012, 08:31 PM
On my fifth Savage now with no problems so I cannot comment on their customer service, but I hear it is good.

Nullcone
February 25, 2012, 08:52 PM
I've only had to use Savage CS once and it was excellent; also have had some correspondence with their tech people about getting a rifle built with some mix and match features, again everyone was helpful/courteous.

Are you sure you have the whole story? Did he have the gun in front of him while he was on the phone, etc?

Freedom_fighter_in_IL
February 25, 2012, 09:05 PM
Just talked to a buddy of mine that works for Savage and he has never heard of a $20 minimum purchase. And he's worked for them for right at 10 years now. I'm beginning to smell something funny here. Wonder if the OP works for Remington or something?

wombat13
February 27, 2012, 11:42 AM
Give Savage the serial number of your rifle and that will ENSURE they send you the correct part...
They sent the correct part, it was just out of spec. The second one was out of spec as well.

wombat13
February 27, 2012, 11:48 AM
Just talked to a buddy of mine that works for Savage and he has never heard of a $20 minimum purchase. And he's worked for them for right at 10 years now. I'm beginning to smell something funny here. Wonder if the OP works for Remington or something?
First of all, I'm glad to hear others have had better experiences. Savage has a reputation for making affordable, accurate rifles and I would like to include them in my consideration for future purchases.

As far as the truth of my story, believe what you like. I started this thread seeking information, not attempting to change anyone's mind. Is your buddy a customer service rep? If so, please PM me. My FIL didn't want to spend $18 on a spare mag in the first place, but they refused to sell him the $2 plastic trigger guard alone. He'd be happy to call Savage back and ream them out for not following company policy when they required that he spend $20.

By the way, why would you accuse me of working for Remington when in my first post I stated that based on my FIL's experience with Savage, I would probably stick with Ruger? Try reading before you react.

Magwa45
February 28, 2012, 07:55 PM
I called Savage about getting a new rifle chambered in .300 Savage. I did not get through and left a voice mail. They never called back. Then I wrote a letter about the same thing and I have not heard back from them. It seems like they don't want to be bothered.

kaferhaus
February 28, 2012, 09:34 PM
I called Savage about getting a new rifle chambered in .300 Savage. I did not get through and left a voice mail. They never called back. Then I wrote a letter about the same thing and I have not heard back from them. It seems like they don't want to be bothered.

They don't have a "custom shop", and do not accept special orders from individuals. I wouldn't have called you back either on that request.

Any number of barrel makers can chamber a .300 Savage for you. Even a idiot can swap a barrel out in 10-15 minutes.

Why anyone would want anything "custom" in .300 Savage is a bit odd anyway... buy a 308 and load it down.... you'd have something that was still worth a few bucks when you decided to sell it.

Nullcone
February 29, 2012, 03:32 AM
They don't have a "custom shop", and do not accept special orders from individuals. I wouldn't have called you back either on that request.

Five-six years ago I had "6.5-284" fever and was jonesing for a new rifle, with Savage being my first choice as the best mixture of performance/price. I saw nothing in the catalog that fit my needs (lefty, picky about twist, barrel lenght, stock... ).

So I called. I can't recall the name of the lady I spoke to or the man I swapped some emails with, but Savage back then was willing to entertain the idea of a "custom" build, provided I stayed within the parameters available to their production floor (so not really a true custom). I even heard stories of people actually visiting the factory and going home with a new rifle (more like having it shipped to their FFL).

Kinda like how Taco Bell has 7 ingredients but makes 50 things. If you want a pile of beans, cheese, and onions... they may not have a name for it but they can make it.

My high power sickness faded before I actually sent any money off, but I'm surprised to hear that this service isn't available anymore. I may have to buy off the rack next time.

LoonWulf
February 29, 2012, 03:48 AM
I was also under the impression that savage would generally be happy to build you a particular settup as long as all the parts were off the floor.

Magwa45
February 29, 2012, 12:02 PM
Last year's catalog had the name and number of the woman who handled special orders, it just seems she is hard to get a hold off. Is .300 Savage odd? There are many who shoot Savage Model 99s and reload the cartridge as well. A bolt gun in .300 Savage would be a good back up rifle to the venerable 99. Just a few years ago Savage issued a special edition in the American Classic series, if you wanted to spend about $1,000. Not everybody want a .308 Win, believe it or not!

wombat13
February 29, 2012, 12:12 PM
I called Savage about getting a new rifle chambered in .300 Savage. I did not get through and left a voice mail. They never called back. Then I wrote a letter about the same thing and I have not heard back from them. It seems like they don't want to be bothered.
You must be a troll working for Remchester.:rolleyes:

Seriously, there has been a lot of talk about a Savage Custom shop. For example:

http://www.chuckhawks.com/savage_g-s_online_model12.htm

"We know that the good folks at Savage Arms read, and sometimes respond to, articles involving their products on Guns and Shooting Online. We also know that they pay close attention to feedback from Savage owners. Still, we were somewhat surprised when Savage's Brian Herrick wrote to us suggesting that he have the Savage custom shop build a rifle as per our suggestions for further testing and review on Guns and Shooting Online. Naturally, we jumped at the opportunity! A telephone conversation with Effie Sullivan, High Priestess of Customer Service at Savage finalized the details of the new rifle and the project was a "go."

Even if they no longer have a custom shop, the least they could do is return your call.

If you are still interested, how about an E.R. Shaw Mk VII rifle in .300 Savage. They use Savage actions when they build their rifles. Here is a link to the list of available calibers:

http://www.ershawbarrels.com/sps-the-mk-VII-rifle-caliber-list.php

You can choose from all their options to build your own rifle.

gpb
February 29, 2012, 01:08 PM
Post #13 states
"They don't have a "custom shop", and do not accept special orders from individuals. I wouldn't have called you back either on that request."

However, the Savage site seems to imply that they do consider special orders.
From the Savage Site Gun Finder
"Sorry, no guns match the search criteria provided.
However, we may be able to make this combination for you.
more detPlease contact us for details."

Does anyone know for sure if they really offer this service or not?

Magwa45
March 2, 2012, 03:29 AM
The E.R. Shaw rifles look interesting, certainly nicer than just buying a Savage bolt gun in .30-06 to stand as my back up rifle.

K-Rod
March 2, 2012, 04:08 AM
I have a Savage 17hmr & the mag is a bit of a pain to get in. Its getting better the more I use it though. You said your FIL bought it used & the trigger guard was broken. It seems unusual that they would send two detective mags at different times. You sure maybe something else wasn't damaged when the trigger guard was broken? Looking at my mag, it's shaped as you described the two you guys received. I've noticed you have to insert the front of the mag in the magwell first then the back. When loaded, the mag really doesn't like locking up. I've been inserting the loaded mag with the bolt open. Again, I believe all these little "Quirks" are from it being so new. Everything was very tight when first purchased & its starting to loosen up a bit.

As for Savages CS, I've NEVER had to call on any of the many Savage firearms I've had. I've found them to be well made & very accurate. I'm very happy with them!!......No, unfortunately I don't work for Savage.

eastbank
March 2, 2012, 05:56 AM
i bought the first left hand 110 in 7mm mag that i saw for sale and that was a long time ago and boy was it a piece of crap. i missed several deer with it as the bolt would come out while trying to get a second shot. savage said it was me,so i left several others try to fire a second shot quickly and guess what,the bolt was in one hand and the rifle in the another.so flame all you want,no savage bolt actions for me. eastbank.

wombat13
March 2, 2012, 01:48 PM
I have a Savage 17hmr & the mag is a bit of a pain to get in. Its getting better the more I use it though. You said your FIL bought it used & the trigger guard was broken. It seems unusual that they would send two detective mags at different times. You sure maybe something else wasn't damaged when the trigger guard was broken? Looking at my mag, it's shaped as you described the two you guys received. I've noticed you have to insert the front of the mag in the magwell first then the back. When loaded, the mag really doesn't like locking up. I've been inserting the loaded mag with the bolt open. Again, I believe all these little "Quirks" are from it being so new. Everything was very tight when first purchased & its starting to loosen up a bit.

As for Savages CS, I've NEVER had to call on any of the many Savage firearms I've had. I've found them to be well made & very accurate. I'm very happy with them!!......No, unfortunately I don't work for Savage.
No, we are sure that there is nothing wrong with the rifle. The original mag that came with the rifle works fine. The spare mag that my FIL bought will not fit into the mag well. Same problem with the second mag that Savage sent. The long sides of the mag should be square to the back. That is the case with the original mag which works, but is not true of the two mags Savage sent.

LoonWulf
March 2, 2012, 02:22 PM
It would be nice to get pictures of both the mags and the rifle. I have a 93r17btvs. When i did the bedding and pillars i got the parts slightly out of alignment going back together. Mag would hit the botom metal on the way in. I honestly had a number of issues with that rifle.....all self induced lol.

drsfmd
March 2, 2012, 02:29 PM
My high power sickness faded before I actually sent any money off, but I'm surprised to hear that this service isn't available anymore. I may have to buy off the rack next time.

Your post is illustrative of why fewer and fewer manufacturers do custom work directly for customers... they simply can't invest the human capital necessary to entertain tire kickers who MAY decide they want to buy somewhere down the line. They have enough on their hands just keeping up with standard production orders.

wombat13
March 2, 2012, 03:03 PM
It would be nice to get pictures of both the mags and the rifle. I have a 93r17btvs. When i did the bedding and pillars i got the parts slightly out of alignment going back together. Mag would hit the botom metal on the way in. I honestly had a number of issues with that rifle.....all self induced lol.
Thanks for the offer (to look at pictures of the problem), but it isn't necessary. The source of the problem is obvious. I started the thread to ask if the poor customer service my FIL experienced was typical of Savage. Most responses indicate it isn't.

Nullcone
March 3, 2012, 04:54 PM
drsfmd said:

Your post is illustrative of why fewer and fewer manufacturers do custom work directly for customers... they simply can't invest the human capital necessary to entertain tire kickers who MAY decide they want to buy somewhere down the line. They have enough on their hands just keeping up with standard production orders.

Well, we've certainly strayed a bit from why manufacturers shouldn't send out replacement magazines that look like parallelograms (if that's what happened).

One phone call and three-ish emails; if they spent 10 minutes total answering my questions I'd be surprised. They were certainly aware my interest was speculative and had they requested a small deposit to begin the process I would've thrown a few bucks their way.

BTW, it was obvious from my interaction(s) that these were people who enjoyed their jobs; if I were a honcho at Savage, I'd make positions like these a reward for performance:

"Top 3 employees for the quarter get to spend 2 weeks manning the custom order area. Now go wash my car!"

Even though I didn't "pull the trigger", so to speak, notice I am in a Savage thread extolling their worth? I've also popped up in a few "Savage vs. RemMarChesterLin" threads... and probably will pop up in the next one.

I'm also taking 1/3 credit for a buddy's purchase of a Savage in .308 (which I have also carried on a couple of hunts); after hearing me agonize over my 600m rifle he looked into Savages as well... and bought a Model 14 Classic.

In short, I feel the attitude expressed in your post is illustrative of why so many companies are in trouble today (and ripe for takeover by the likes of Cerberus for a mere pittance), why they are having so many QC issues, and why so many jobs have been lost to robots and/or headed overseas... too busy treading water to stay alive NOW, with no thought of tomorrow.

What will they do if the LE/Military/Obama's Gonna Take My Guns "surge" ends?

My next rifle? It's Savage's to lose.

Unless I go full custom... and then it still might have a Savage action :scrutiny:

Best

Art Eatman
March 3, 2012, 06:18 PM
Yeah, nuff strayin'...

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