Gun Mfg customer service- the good, the bad, and the ugly?

My recent experience with CZ customer service in KC could not have been better.

After I contacted them about an issue with the finish on my new 75B they sent me a FedEx return shipping label, they provided email updates on the status of my case, and three weeks (they told me up front that was about how long it would take) later they sent me a new pistol. Outstanding CS - amazing pistol.

The best: Charter Arms. I needed a sight screw for a Bulldog Target. I called Charter, credit card in hand, and specified exactly which screw I wanted. They sent me both sight screws, no charge. Amazing.

The worst: B-Square. I had heard that B-Square made a scout type forward mount scope base for a Remington 600. I called them and described in detail that I wanted a forward mount scope base. I emphasized very clearly that I did not want a conventional scope mount and was assured that they understood the difference and had what I wanted. I received a conventional mount. Worse, they charged me 15% restocking even though the issue was 100% their fault. Haven't spent a penny with them since.

My SIG Romeo 4 red dot sight stopped working after one month. It is quickly approaching 14 weeks since SIG received my Romeo 4 for repair and I am still awaiting a replacement. Customer service representative Jake does not respond to email. Unfortunately I liked the optic so much when I first purchased it that I recommended it to a friend. He purchased a Romeo 4 and it stopped working as well. He told me he had some difficulties working with Jake at SIG so he spoke to a manager and was able to get a replacement shipped after a couple months. Me I'm still waiting although it should be on the way soon, hopefully.

When my Franchi needed repair, I was told to call Benelli because they had bought Franchi. The Benelli rep told me to f**k off. There are no Benellis in my future.

I returned my Ace to Colt three times. Each time they kept it for three months. They never did fix the problem and I ended up selling the pistol “as is”. No more Colts in my future either.

Remington gave me good service on my Nylon 66 for a reasonable fee.

S&W kept my 629 for nearly a year but they did fix it. They did charge for the repair. They also fixed my model 10 in far less time but charged me a LOT for that repair. If I have problems with another S&W, I may just take it to a local gunsmith.

Armalite’s service was fast, good and the cost was reasonable. No complaints there.

Weatherby. Never anything but first class.

Three experiences:

Winchester - Barrel scratched severely. (I NEVER shot the shotgun). Dealer refused to help. Winchester replaced barrel free of charge but it took several weeks. Grade: B+

SIG - Wrote to SIG about problems with P-238. Asked for a reply either way. Included all warranty and contact info. I bought the gun NEW. They never contacted me. Grade: D

Glock - Requested that I send my G-42 in for upgrades. They got it on a Tuesday morning and put in FEDEX overnight back to me on the afternoon of the next day. Got a detailed receipt for what they did plus two new magazines. Thing works like a charm. Grade: A.

Bottom Gun said:

When my Franchi needed repair, I was told to call Benelli because they had bought Franchi. The Benelli rep told me to f**k off. .

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He actually said THAT to you? I would not have let that go!

TAURUS.

Made the mistake of buying a CT-9 carbine about 5 years ago. Shot it once - wouldn't cycle. Put it in the safe. Pulled it out in January and tried again. Same issue. Called Taurus, created a work order per the CSR. Mailed it at my expense - $200. Later, find out the CSR didn't follow the call script which would have let me know that they have a prepaid shipping program for $50. Then, they tell me nothing is wrong with the CT9. I call them out and have the re-test it. Then they tell me the gun has "faulty machining" and cannot be repaired...and the gun is discontinued. BUT WAIT. They then review my calls from the past and determine that I was at fault for breaking the gun because I used "hand loads". I didn't. I told them I hand loaded the rounds into the chamber to determine if the magazine was the issue. It wasn't, but that was enough for Taurus to accuse me and claim they weren't liable, even though they have already determined the firearm had "faulty machining". After six months of back-and-fourth, they finally decided to give me an equal-or-lesser value firearm. And to cap it off, they refused to send back my case that I originally sent the carbine in. Thanks Taurus. I knew your firearms were -mid to -low quality anyway, but the customer service just topped it off.

Springfield
Bought a RO in 9mm. Only has a safety for righties. Called the custom shop up and explained I wanted an ambi safety installed. Was quoted a price and a turnaround time of 2 weeks once they received the pistol. Sent the pistol on a Monday (via my LGS), got a call a week later saying the work was done and they were requesting payment. Got the pistol back that Thursday. Everyone on the phone was nothing but polite and pistol was back much quicker than expected.

I wanted a Hi-Point steel front sight off their carbine to replace the plastic POS on my Kel-Tec Sub2000. Called Hi-Point, mentioned to a CS rep I needed a front sight. She stopped me before I could explain why, took my name and address, and sent one out gratis. Great CS.

Very nice AK type sight, and a great upgrade for the Sub2K.

Kingcreek said:

I suspected that poor customer service was rare in the gun industry. I'm happy to see that good service seems to be the norm and appreciate the replies so far.

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Poor customer service seems to be reserved to LGS. Most LGS I've been in act as though they're doing you a favor by selling you a gun.

You'd think that with the amount of gun companies, that they would try to distinguish themselves from the others with exceptional service.

I've had to deal with CS departments more than I would like including Savage, Marlin, Kimber, CZ (Dan Wesson), Ed Brown, DSA, Daniel Defense, Leupold, Premier Reticles and Swarovski. By far the worst was Savage who's products I will never buy again. CZ wasn't great either since they didn't resolve the issue. The others were fine in that they resolved the issue in a timely manner. The best was probably Swarovski who gave me a loaner range finder for three months while mine was being serviced in Germany.

I just got my DD lower back. They have a recall on some of their AR lowers due to a defective disconnector.

Manufacturers from which I own multiple products with zero issues include Accuracy International, POF, Bushmaster, SIG, Ruger, Vortex, AAC, Dead Air, Geissele and probably a few others.