A complaint with no basis is less than useless.
To me customer service for guns comes down to two major issues:
1) Will they send you a pre-paid return label? Costs them like $7, will cost you $60+ for overnight
I'm perfectly willing to write them a check to cover their shipping cost in the off (never happed yet) chance that there really was nothing wrong.
2) Do they actually fix the problem?
I always say "if you've never broken a gun, you've just not been shooting enough!"
Obviously a "lifetime" warranty is hard to beat, but since I can fix about anything if they will give or sell me the parts, a good 1 year warranty to cover the ~3-5% "infant mortality" failures of modern manufacturing techniques will generally keep me happy.
A few examples of my customer service experiences.
S&W superior, my 7.5" bull barrel M22A was early production and had an issue with the rear "takedown" hook. S&W paid shipping both ways to fix it and turn around was like 7 days door to door. This gun sees at least 10000 rounds a year since I got it late 2005 and has been back twice since with one additional broken part (firing pin) in an envelope exchange. They paid shipping both ways and and repairs were done in a timely manner. I'm a very happy customer and they get real world feedback on the strengths and weakness of their design long term which should make current production guns even better.
Kel-Tec good, they paid shipping both ways, three times, and did two additional broken part exchanges with my RFB. Not so good in that I felt more like an alpha tester, the gun worked after every fix, but then something else would break
Haven't shot it much lately.
EAA poor, slide cracked in the first 200 rounds. I had to pay shipping and they insisted I return the entire gun instead of just the upper (which would have cost ~$5) despite the fact the Witness pistols tout interchangeable uppers as a feature. But they fixed it very quickly, five days door to door. I'm pretty sure their "warranty" has expired by now so I'm likely on my own if something else breaks.
Chiappa, as bad as it gets, gun wouldn't go 30 rounds without a stovepipe jam with any ammo or magazine (I had six). I had to pay shipping, took almost two months to get back and not only wasn't it fixed, it was if anything worse. Follow-up Emails were completely ignored. The only company totally off my buy list for this major fail.
