What has happened to customer service in the gun industry?

That's standard for just about any industry nowadays, in my experience.

My favorite part is when you can't get to, or get a call back from, their sales people. I once had one return a call three weeks after I placed a $20,000 order with one of their competition, whose product didn't look as good, but at least they had someone who would answer their phone...

If you can't even place an order without hassle, what might their customer support look like?!

I think that's how the majority go but I've still encountered some very positive customer service.
Apex gun parts has been the best for me so far, even in the beginning of the panic I had a large order of AK mags with them and they could have canceled the ordered and relisted them for 4 times the amount I paid. When I called after I hadn't seen the order ship, they apologized that they were absolutely slammed but they would make sure I would get the order complete and in a reasonable time, which they did.

Fulton Armory which I don't hardly use was recently pretty good too when I forgot to put my complete address on an order, they got right back to me within an hour and corrected it for me.

While this may not play any part, I would think a lot of these companies are still in their weird balancing act since the panic rush and now settling down, trying to trim the fat/overhead that they hired on last year but still be able to service the orders they do have.

What has happened to customer service in the gun industry?

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I have received good customer service from Cylinder and Slide, Brownells, Ammunition to Go, SG Ammo, Smith & Wesson, Taurus just to name a few.

Not so good customer service from Cabelas although it was mostly my fault for believing what the customer service representative told me.

I have a hunt on 11/14 and it is looking like I won't have a rifle for that hunt.

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On the other hand waiting just before hunting season opens to modify their hunting rifle does seem to be common.

Customer service is non-existent today in all businesses. Most have figured out that there are so many customers out there that they no longer have to provide good service. To them the loss of a customer will be replaced with two who have so little knowledge of the product they will just keep and pay for it anyway.

This is the direct result of a society gone bad, so many are schooled on entitlement that wanting to serve a customer has been forgotten.

hornady, ruger, sw, they are all like that.

at least when i call up charter they know what they sell. and when i call up taurus, well, at least their customer service agents can look up their company website..

small shops generally seem to really favor the customer, those ones you hear about through their reputation (as positive). The big shops and manufacturers just want to solve the problem as quick as possible, which usually means getting you off the phone ASAP.

One time I had a Les Baer PII that wouldn't shoot. Well turns out Les Baer himself called me back and talked to me for about 45 min. about the gun and the serial number (looked it up in his records) and told me all about the history of that piece and how he would make it right. That's the kind of service I'm talking about!

Ya I know, I know, but SCCY & Hi Point have excellent customer service.

And In my experience both companies products work just fine for what they are made for.

It is getting to be like Hens Teeth and varies like the weather.

The single most important factor in CS deterioration...

Customers!

Just as in politics, education, whatever... the consumer gets what the consumer puts up with.

America has so completely bought into the instant gratification, short sided style of consumerism that our current levels of (standard) CS was to be expected.

I haven't seen or heard-of Springfield Armory's Customer Service slipping.

IMO, it's still great.

Everything in this world goes in cycles. Companies with bad service just create opportunities for better companies with good service. And, as supply exceeds demand, those bad companies will either go under or fix what is wrong with them.

RIA is right on top of good service

TRX said:

My favorite part is when you can't get to, or get a call back from, their sales people.

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Man, you and me both. And I don't just me firearms things; tons of businesses are like that these days. In my professional life, I've literally gone with one company over another ONLY because they'd return the phone call/email. These purchases ranged from a few hundred to tens of thousands of dollars. In this economy, I honestly don't get why people are leaving cash on the table like that.

As to the original question; customer service is generally crap all over, but there are exceptions. A couple in recent memory:

I had more work done at Magn-a-port and was very impressed, as I have been in years past. The gunsmithing work is solid, you talk to a human being, he/she's friendly and helpful, and a minor problem I had was straightened out real fast. What a novel experience.

Numrich's, in my experience, has been pretty good too. They have knowledgeable folks and generally reasonable prices.

My entire 41 year career has been in bench and field service and support....mostly in electronics and the Audio Visual industry the last 14 years after over 20 years as an owner of a consumer electronics repair business. A little different than the gun industry probably in some regards *but* I have strong opinions and a lot of experience in "customer service" that is directly applicable.

Over the years, customer service as a means of getting repeat customers has declined steadily....we pay customer service reps dirt now and training is often left on the back burner. It's not profitable (it can be...) so many industries look at it as a necessary evil that has become un necessary.

Customer service the last 10 years in America has slid into the cesspool in my observation. And I have been at it for over 40 years. That poor CS extends to the gun industry in many cases would not surprise me even a little.

VooDoo

The people working the phone aren't likely shooters, get minimum wage and no training. Possibly not in the U.S. either. Suppressor threading would be a long way down any QC list for any manufacturer anyway.
In any case, the rest of the manufacturing world still has a lot to learn about customer service from the firearms industry.

I think with the gun buying frenzy in the last few years that customer service has been overwhelmed from new gun buyers. While manufacturers have increased production of firearms, they've been reluctant to upgrade CS to cover the increase in phone calls/e-mails resulting from the increase in sales. Now with sales dropping dramatically and profits falling, they are even more so reluctant.


Still, I have seen and heard nuttin' but mostly positive comments/experiences of CS from all the major gun manufacturers. Small niche vendors not so much. Seems while turn around times on custom work is slow, warranty issues are taken care of just as quickly as before. Whether or not you get someone on the end of the line that actually knows the product has always been a crapshoot. Still seems that replies to e-mails to gun manufacturers, and reloading component manufacturers are just as quick and courteous as before. That's just my experience. My experience has also been that many times negative CS experiences come when the complainer either has high expectations of how the situation is going to be handled or goes into it with a bad attitude. Sugar still attracts more flies than vinegar.

Looking back through my experiences, I don't see a trend.
In the last year or so, I have had excellent customer service from Vortex, Hawke Optics, and Accurate powder. Three people went beyond what I expected to help me.
Then there was that gunsmith here locally. He could have had my business for the last 30 years before he retired, if he hadn't been such a jerk the first, and only, time I went into his shop.

Typically, the bigger the company, the smaller you are to them. Small shops I have found, give great CS because their personal rep is on the line

I have generally got goo service from the manufacturers (Ruger, S&W), but the local gun shops are generally terrible.

Sometimes it seems like the LGS feels they are doing you a favor by selling you a firearm.

Sometimes it seems like the LGS feels they are doing you a favor by selling you a firearm.

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I know exactly what you mean. Many, but not all of my local LGS's are like this. They are either cranky or just plain rude, don't talk to you at all, or act like you should be glad just to be in their presence! I once walked in to one gunshop here, and I kid you not the guy sat down and proceeded to fall asleep.



Not good customer service at all.

I've never had bad customer service. I think the worst has been with Arsenal, and that was because they wanted me to ship the rifle to them for an issue with a part I could have just sent in. They offered to pay shipping though. Oh, and Savage I don't believe returned my email, but they did pick up the phone. So I don't know how you'd call that. Issue was handled at no cost to me.

I've had outstanding customer service with:
- Mesa Tactical... Replaced a part I broke for free, fast emails, and also sent me a free rubber strip for their side saddles when they were fielding them. Will always have my business.
- Original SOE... Replaced another part I broke for free... Same as Mesa, except the owner is who responded to the contact form late in the evening.
- Midway... Never communicated with anyone, believe it or not, but returns are handled seamlessly.
- Remington... Had a slightly crooked vent rib on the barrel that came on a new Wingmaster. Called, mentioned it, and the lady stopped me mid-sentence, got my info, and sent me a free barrel. Not an exchange, but a free $250 barrel.
- Brownell's... Ordered 7 boxes of slugs, only one was in stock, leaving me with $15 shipping on one box of 5 slugs. I emailed them before it shipped, but by the time they replied, it was on its way. They told me that they would have UPS return them, and issue a full refund.
- Underwood. I emailed Kevin about some questions, and he seemed more than happy to answer them and discuss some stuff. Not during normal business hours either.

Acceptable customer service from:
- Ruger... Took a couple weeks but did the work for free.
- S&W... Same thing, took a couple weeks, did the work for free.
- SIG Sauer... Same thing.
- Bud's... I had double-tapped on an order, and had to cancel one. They have a restocking fee, so I expected to have to dispute it, but I was never charged. I don't know if they have someone screening order cancellations or what, but no harm no foul.

The only customer service I have used with firearms was with Ruger & Kel Tec. Ruger was good. I called. They sent a shipping label. I sent it in & it was back about a week later. Kel-Tec was good also. I didn't send the gun in but they sent me parts at no charge. As far as local gun shops the ones around here are usually helpful. They try to check & see if they can help you. If you let them know you want to look without someone hovering over you they back off but are available if you need anything.

Listen folks, guns are selling themselves. Stores don't need anymore customers to sell themselves out shortly. If a shop has guns at competitive prices, they are going to sell truckloads of guns and they are going to go for the easiest sell. That being the customer in the store right now. The phone is important but not as important as the guy in there right now with money in hand.

If you are in line, well, you are out of luck because if you start tying people up with questions and not buying anything pronto, they will move on to the next.

It will come around again as the demand tapers off. What you should never compromise on though is service from the manufacturer. This is IMO what really sells guns.

a) If a company builds a good enough product to never need customer service.....
b) When they do finally get a dud they make it right fast and the first time.
c) Companies whose CS are swamped always have poor CS. ie. Taurus. If you squint and read between the lines you come to the conclusion that you do not want to buy from them.

I don't see people griping about beer companies having bad CS.