Brand New CZ Duty is broked.

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They should make it right for you. Sorry to see it happen on a new pistol.
 
Not trying to be a jerk, but you had your support hand very close to the muzzle while trying that double action pull. I know it wasn't working but I would be afraid it might "catch" and something unfortunate might happen.

Again not trying to nitpick, just don't want to see you get hurt.

But on another note, call CZ they will take care of you i'm sure.
 
Ok so just got off the phone with CZ USA...

Let me start by saying that the only obligation CZ owes to me is a working pistol via warranty - with that said I will say the guy on the other end of the phone was lack-luster and pretty much indifferent to the situation.

I know a lot of people like to embellish these conversations, but this is how it went as best I can remember:


CZ Rep: Hello this is xxx.

TITAN308: Yes, good afternoon. My name is xxx and I purchased a P-07 Duty 9MM one week ago from a large retail store. I took it out to the range this past Saturday and around 60-70 rounds my double action no longer functions at all and about 25% of the time the trigger is not resetting in single action and I have to push the trigger forward.

CZ Rep: Ok, we can fix that. Its under warranty.

*Awkward silence for a few seconds*

TITAN308: Well, this is a brand new pistol are going you going to send a prepaid box out?

CZ Rep: Prepaid postage, yes - we don't send boxes.

TITAN308: Sorry I meant prepaid postage.

*Awkward silence for a few seconds*

TITAN308: Uh - ok - well I am at work and don't have my serial number on me, I guess I need to call back when I have it yea?

CZ Rep: Yes call back when you have the serial number and we will send out the prepaid postage.

TITAN308: Well ok, thank you for your time.

--- End Phone Conversation. ---

Completely monotone.

Completely uncaring. No rapport, no empathy. Just robotic.

No, "I am sorry that happened to you."

No, "That is completely unacceptable for a brand new CZ pistol."

No effort what so ever to re-enforce the CZ USA product quality.

I am not impressed. I probably will not be purchasing another CZ pistol after this one. I don't know if I even want to keep it, if they fix it I was given no re-enforcement it will not happen again, etc etc.

I don't demand free swag, no free magazines, what I would have at least expected was some sort of conversation involving apologies and acknowledgment this is not the regular quality CZ displays.
 
The fact that they agreed to send pre-paid postage makes them alright in my book. I've had to ship several guns back to the manufacturer on my dime.

Look at it this way:

1. Although he wasn't enthusiastic at least the guy wasn't disrespectful. (Which I've seen with customer service reps before.)

2. They are going to pay shipping.

3. Your gun will be fixed.
 
I guess it is kind of odd you had to prod the customer service rep for directions on how to proceed. I would expect them to be like, ok its covered under warranty here's what we can do and here's what we need from you. That said I haven't used their service before and hope I never have to, hope they make it right.
 
You purchased a man mad mechanical object that broke. They said they would fix it on their dime, and even pay the shipping to boot. To be upset just because the guy was "monotone" might be well...just a tick over the top?
 
Let me start by saying that the only obligation CZ owes to me is a working pistol via warranty - with that said I will say the guy on the other end of the phone was lack-luster and pretty much indifferent to the situation.
Click to expand...

No, "I am sorry that happened to you."

No, "That is completely unacceptable for a brand new CZ pistol."

No effort what so ever to re-enforce the CZ USA product quality.
Click to expand...

I am not impressed. I probably will not be purchasing another CZ pistol after this one. I don't know if I even want to keep it, if they fix it I was given no re-enforcement it will not happen again, etc etc.
Click to expand...

I am going to be honest, some of the responses so far are so ridiculous I can't even manage what to say.

You are missing the point. Completely and utterly. :barf:

No one is disputing WHAT CZ owes me. I thought my pre-facing the post with the blue text would stop any of the off the wall comments regarding my "feelings" on the company. I failed apparently.

Why on earth would I want to keep a pistol or buy from a company in the future that basically says, "Meh..." when their products break? or be reliable?

These aren't toys - these are tools that may save my life one day.
 
Going by other CR service reps, you are lucky he spoke English and knew what the company product was. Some companies have not only gone to foreign (mostly India) CR reps but even share reps so you not only have to try and figure out what they are saying, you have to tell them who made the product and what it does. (So much for our President's promise of American jobs.)

Jim
 
Well I was surprised because every forum I shared my experience on gave the impression that CZ had some awesome customer service.

My original choice was between a Witness P Carry (Italian CZ Clone) or the CZ P-07 Duty, I was assured the $100 price difference would be made up if I ever had to contact CZ-USA customer service.

I had a Witness before, it worked flawlessly. Guess the joke is on me. lol
 
Well, put yourself in the shoes of the CS guy. His job is to take calls from unhappy people. I can only imagine some of the people he has to deal with. Also, I'm sure he's been instructed to not promise a thing because until they see the gun they don't know if it's been modified or abused. They also shouldn't admit to any culpability, either. As a guy who fields complaints all day he certainly can't say "CZ pistols never have a problem! Let's get that sucker down here so we can figure out what happened!" I'd be willing to bet the awkward silence was there because he's heard many customers demand a new pistol, a refund or who knows what. I'm sure he left the door open to see what your wishes were. It sounds like he wasn't trying to be confrontational and just wanted to get your info and move on to the next caller. Don't take it personally or as an act of indifference. They're trained to be emotionless drones and their pay reflects their training to be robots. Maybe you should judge CZ on how they take care of your pistol rather than how an entry level drone handles the complaint hotline?
 
1. I am always polite to Customer Service. If it ever gets to the point I want to tell them to pound sand I would hang up.

2. His dealings with uncivil people are not my concern. My concern is me.

3. I did not ask for anything, so no promises were needed on his end.

4. "We pride ourselves on quality, this is disappointing to hear your gun broke after less than 100 rounds" is a far fetch from "CZs pwn and hardly ever break!"

Maybe you should judge CZ on how they take care of your pistol rather than how an entry level drone handles the complaint hotline?
Click to expand...

If a company will not spend the money to properly train all their employees, why would I trust the quality of their products?

I *am* that guy on the other end of the phone - cept' I work directly with admins of businesses to provide support on specific software my employer programs. That speech may fly with someone who is clueless, but I've worked every support job you can imagine to work to the great place I am now.

This is why we HAVE crappy customer service from American companies. Peoples complacency about BAD service and somehow the urban myth formed that it is somehow WRONG to expect good service.

Good Service does NOT equal "give me free stuff cause I am mad". Cause I know someone is going to twist that statement beyond belief.
 
TITAN308 said:
Ok so just got off the phone with CZ USA...

Let me start by saying that the only obligation CZ owes to me is a working pistol via warranty - with that said I will say the guy on the other end of the phone was lack-luster and pretty much indifferent to the situation.

I know a lot of people like to embellish these conversations, but this is how it went as best I can remember:


CZ Rep: Hello this is xxx.

TITAN308: Yes, good afternoon. My name is xxx and I purchased a P-07 Duty 9MM one week ago from a large retail store. I took it out to the range this past Saturday and around 60-70 rounds my double action no longer functions at all and about 25% of the time the trigger is not resetting in single action and I have to push the trigger forward.

CZ Rep: Ok, we can fix that. Its under warranty.

*Awkward silence for a few seconds*

TITAN308: Well, this is a brand new pistol are going you going to send a prepaid box out?

CZ Rep: Prepaid postage, yes - we don't send boxes.

TITAN308: Sorry I meant prepaid postage.

*Awkward silence for a few seconds*

TITAN308: Uh - ok - well I am at work and don't have my serial number on me, I guess I need to call back when I have it yea?

CZ Rep: Yes call back when you have the serial number and we will send out the prepaid postage.

TITAN308: Well ok, thank you for your time.

--- End Phone Conversation. ---

Completely monotone.

Completely uncaring. No rapport, no empathy. Just robotic.

No, "I am sorry that happened to you."

No, "That is completely unacceptable for a brand new CZ pistol."

No effort what so ever to re-enforce the CZ USA product quality.

I am not impressed. I probably will not be purchasing another CZ pistol after this one. I don't know if I even want to keep it, if they fix it I was given no re-enforcement it will not happen again, etc etc.

I don't demand free swag, no free magazines, what I would have at least expected was some sort of conversation involving apologies and acknowledgment this is not the regular quality CZ displays.
Click to expand...

That is horribe customer service.

I am an IT systems engineer though on occasion I need to get involved in a situation where hardware fails from a manufacturer due to no fault of the company I work for that we installed but I always do my best to assure the client that I understand that this is an inconvenience, I am very sorry, though rare these things do happen, the equipment you bought is top notch quality and the manufacturer stands behind it 100 percent, we are going to replace and take care of it ASAP, and here is my contact info - please call if you have any questions and I will keep you updated on progress of repairs.

Really what is so hard about a response that includes an apology, that reinforces a customers decision on a product they purchased, and that the company takes such issues seriously and will prompty resolve and stand behind their product?
 
Seems to me, just like every company can put out a lemon, every once and a while a company may let a lackluster hire slip through. Did you call back and express your concerns about the customer service you recieved with a supervisor or another CS rep. or immediately come to the internet to complain to people who have absolutely no bearing on the situation?

Sent from my X10a using Tapatalk 2
 
...or immediately come to the internet to complain to people who have absolutely no bearing on the situation?
Click to expand...

Is this forum not here to discuss firearms and things related to firearms?

But more to the point...

armoredman said:
Do let us know what CZ tells you, please.
Click to expand...

Seems kind of petty to go after me when it was requested I share my experience after the first phone call.

The High Road - correct? :confused::barf:
 
I don't know if anything this guy said would have made you happy. I don't know you from Adam, but you are coming off as a generally angry person.
 
I don't know if anything this guy said would have made you happy. I don't know you from Adam, but you are coming off as a generally angry person.
Click to expand...

I don't know why you assume anger. Text tells you nothing. I used words like "disappointed" to express, well - my disappointment.

I don't see anything that resembles anything close to "omg CZ sucks balls those sumabitches RAWWWR!!! %*#*3111!!11!" *queue fuuuuuuuu comic*.

I thought I made it clear multiple times now that I don't expect anything but a repaired gun, but my view on their customer service is garbage. I've seen post where people got mad that a company would not pony up free swag or mags for a warranty repair.

I am not that person.

Rather it seems you have preconceived notions that someone expresses unsatisfactory customer service or products are foaming at the mouth.

That or you are a CZ fanboy. Your pick. :) (edit: for clarification, that was a joke)
 
If a company will not spend the money to properly train all their employees, why would I trust the quality of their products?
Click to expand...

The brand name usually speaks for itself. CZ has a great reputation. You don't hear many stories of bad product like yours. Reputation is what makes a great company successful. On the other hand, I've heard that Hi Point, Kel Tec and Taurus have great customer service. Does this mean their product is better? Only you can say. I'm just trying to take your edge away from a bad experience. I'm not saying your feelings are wrong. You're just pizzed off right now. No one want to be "the guy" who got the bad gun. Unfortunately it does happen. If it gets repaired to your satisfaction you will be very happy with the gun. It is a fine gun. Perhaps that is why you purchased it? It's reputation?
 
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