Brand New CZ Duty is broked.

Status
Not open for further replies.
You shouldn't have to lead a customer service rep by the hand when you call in with a problem with your gun. After listening to your problem, the appropriate reply would have been, "I'm sorry you're having a problem with our product, we'll send you a prepaid postage sticker, mail the gun back to us, we'll evaluate the problem and will be in contact with you".
 
When it broke I was like, "Ah dammit - well I hear CZ has great customer service" and then laughed (my buddy was with me at the range).

Let me make it clear - the weapon breaking is not the concern at this point. Its the response I received that a brand new weapon would have a catastrophic failure in under 100 rounds was "Meh, ok we'll fix it".

How people can even think it is acceptable for a company to at the very least, not offer an apology for the failure is over my head. I can't even fathom how this is acceptable under any terms.
 
Are you paying for anything in the repair process? Did you have to insist on their paying for shipping? It was not exciting or empathetic, okay, I get that. Other than sympathy, you got everything you want. This is a gun. It's a tool. It's going to be fixed on their dime. You got great customer service.
 
It's going to be fixed on their dime. You got great customer service.
Click to expand...

This is wrong on so many levels.

This conversation (and some of the responses here) would be going a different route if the "broke while at the range" was substituted with "got my ass mugged and stabbed cause my pistol failed and CZ did not even say sorry." - No CZ did not mug and stab me, but the tool they sell which serves a primary purposes of killing things did not operate correctly.

Its not the same as "Coca Cola stinks because the glass bottle I was carrying did not stop the knife."

Very misguided statement and you know it.

And if you are serious, you are one of thousands upon thousands that have degraded customer service to what it is today. 30 years ago it was a privilege to have a customer and you treated them like VIP. Now a days as long as it doesn't involve a lawyer and loosing money, "screw em - we have enough backorder of customers he won't matter."

The issue is further compounded when the product in question primary function is to serve as an item of protection.

"Your airbag failed to deploy during testing? Meh - we'll fix it."

"Your fire alarm failed to go off during testing? Meh - we'll fix it."

"Your brakes failed to operate during testing? Meh - we'll fix it."

"Your parachute didn't deploy during testing? Meh - we'll fix it."
 
Last edited:
This is wrong on so many levels.

This conversation (and some of the responses here) would be going a different route if the "broke while at the range" was substituted with "got my ass mugged and stabbed cause my pistol failed and CZ did not even say sorry." - No CZ did not mug and stab me, but the tool they sell which serves a primary purposes of killing things did not operate correctly.
Click to expand...

People DO get a bit defensive when you talk about their favorite CZs. But other people seem to dive off the other side of the same diving board with their criticism. They can all end up in water that's over their heads.

I would argue that your statement is wrong on many levels, too, and that we could the same sort of claim about any gun that fails and is mentioned on this forum. If the failure had happened 300 rounds later, would that have been any better? Would you feel better about getting mugged, then? WHEN IT HAPPENED is less relevant than the fact that it happened. And it happens with other guns, too.

The fact that it happened at the range, however, is relevant -- as that's where a rational person goes to try out a new weapon before deciding to put it the carry rotation or use it for home defense. Maybe you would normally just take a new gun out of the box and put them in your holster and start carrying -- or put it into a bedside stand?

Sorry you didn't get warm and fuzzy responses when you talked with a CZ customer service rep. Try getting that from warmth from most other gunmakers. Some of them won't really talk to you by phone; my experience with Beretta hasn't been outstanding, and while Ruger has always been GREAT in performing service, they can be a bit off-putting, too.

While such a failure could have happened with other guns, I wonder if your reaction would have been different if the gun had been a SIG or Glock? talking with S&W is almost always a pleasant experience, and they're about the only ones i've dealt with who ARE consistently that way.
 
Last edited:
TITAN308 said:
Is this forum not here to discuss firearms and things related to firearms?

But more to the point...



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:
Click to expand...

Didn't mean to come off snarky, certainly wasn't "going after you" just wondering if you did anything to try to actually resolve your issue with CZ customer service or were making more of a PSA "CZ customer service is not all its cracked up to be." sort of thing.
 
Hmmm, the PO7 Duty looks like a stinker. I bought my 75B used and you can see from my signature how many rounds I have through it and how many malfunctions I've experienced.
 
If the failure had happened 300 rounds later, would that have been any better? Would you feel better about getting mugged, then? WHEN IT HAPPENED is less relevant than the fact that it happened. And it happens with other guns, too.
Click to expand...

The amount of rounds is irrelevant. Being mugged and stabbed due to a weapon failure and the company not even showing concern would have garnered a much different response and you know it.

50 rounds, 300 rounds, 1000 rounds - none of these are the same as 10,000 rounds. (Or how about 5,000 rounds based on the post before me?)

CZ-75B: 5,450 rounds, 0 malfunctions
Click to expand...

Thanks for helping me prove my point. :)

Maybe you just take a new gun out of the box and put them in your holster and start carrying -- or put it into a bedside stand...
Click to expand...

Irrelevant and more to the point, no ones business. This would be akin to buying a Lambo and 3 lights down from the dealership the brakes completely fail and you go into an intersection and get plowed by a bus. Then afterwards Lambo manufacturer sends you response to your hospital room where you are in a body cast and say, "We'll give you a new one."

Guess I should have tested the brakes speeding around the dealership lot prior to buying it.

What if it was a $3,000 Wilson that had a failure out the box. "Meh, we'll warranty it" and no apology?

I guess there is no winning this discussion with some people. And thus our customer service industry will continue to treat us like numbers and have a ho-hum attitude since there are 10 people who accept complacency behind the 1 who will not.

De-valuing the dollar one day at a time.

:(
 
I'm sorry but I refuse to be called complacent because they didn't say "I'm sorry". You called them because you want your gun fixed. They sent a shipping label to send it back. Hopefully it will get back to you in perfect order. If that is complacent then we have different definitions. Complacent is saying "Oh well, it broke. Maybe I should go buy a Glock" and do nothing to get it fixed and you throw it in your safe, never to be seen again. I don't call it poor customer service, either. They did what they were supposed to do. I suppose if you buy $100K in computer hardware you may want your ego stroked a bit or if you spend $200K on your Lambo an "I'm sorry" will make you feel better. All you are really saying here is that some minimum wage employee didn't say "I'm sorry". You can't say they didn't offer to fix it. You can't say they didn't offer to pay shipping. You can't say they told you too bad. You're upset that it could have failed when you needed it the most. Well, any gun that fails for whatever reason has the same "what if". Your mood seems to indicate that it's ok if it's someone else's gun but how dare it be your gun that breaks. I don't get it. Call a supervisor and I'd bet they say "I'm sorry no one said "I'm sorry" and all will be well again. Yeah, were complacent. We get it fixed without someone saying "I'm sorry". I guess some people have different needs when their feelings get hurt.
 
wow...

So many people calling the bare minimum "great customer service".

Great customer service includes empathy and some semblance of human touch and concern at the customers considerable inconvenience.

Just fixing the gun is not enough. CZ got their money. The customer has bupkiss until he gets his pistol back. This thread is proof positive that his confidence is shaken in the product. CZ would have a long row to hoe with me if I was on the other end of that phone.

Bullshiza on this being great customer service.
 
You wanna have them hold your hand, okay, that is what defines good customer service to you.

So, the real difference here is not whether or not your problem is being solved, but rather how much they cried with you? "Aw, man, that's a shame. I can't believe a product broke and thank goodness you were not hurt, your family was not mugged, and your dog didn't get run over. I'll tell you, I bought a coat one time and the buttons fell right off. RIGHT OFF! Man, this world sure sucks, ever since Adam and Eve ate of that lousy fruit! Man, I feel your pain. I FEEL your pain. Here, want a tissue? No? Okay. Well, I'll tell you what, let me send you a little old shipping label. If you don't mind, could you please use your own box? If it's not too much trouble? Why, yes, we'll pay for shipping both ways to make sure you're whole. Could we send some chamomile so help fix our dastardly ways?"

Great customer service takes care of the problem without hassle. That is what you got. No hassle, not red tape, nothing. That is great customer service. You got great customer service. You got no empathy, but that's not the same. I can't imagine what might happen if you went to the farm-supply with a broken part and expected empathy as they fixed your problem.

If that seems harsh, I don't mean it so. But you did get great service.
 
I'm an insurance adjuster. I see this sort of argument all the time. "I could have been killed." Okay, you could have been killed. But you weren't killed. And we will speak to the level of your actual loss, not a "coulda been."

Your gun broke. It happens. You didn't get stabbed as a result. You didn't lose your life. You didn't get a boo boo of any sort. So he didn't kiss you on the forehead and make it all better. Frankly, I doubt that's the expectation of the vast majority of their customers. The maker has agreed to get your gun in at their expense, fix it, and get it back to you. That's what most customers want and that's what you got. You could have gotten a helluva lost worse (you'll find out when your Glock takes a nose dive into the crapper).
 
Let me interject in this before it gets any more out of hand - I have a REAL good idea who you talked to. :) He is ALWAYS like that, to anybody that calls. He's the kind of guy that would sound the same if the building was on fire, or in the middle of an earthquake. He's good people, just so laid back sounding that it's incredible. You will get exactly what you need as fast as he can get it to you, as he doesn't WORK like he talks. I can say that from personal experience. ;)
I'm sorry it wasn't quite the experience you wanted, and I have spoken to almost everyone that works there except Alice. Be glad Mike Eagleshield doesn't work there any more - he was the ONLY CZ certified gunsmith in the US for a long time, and the crankiest man on Earth.
Let us know, (everyone seeing this? I'm ASKING HIM TO SHARE!!!), how long it take and what the results are, please? Thank you.
 
I'm an insurance adjuster. I see this sort of argument all the time. "I could have been killed." Okay, you could have been killed. But you weren't killed. And we will speak to the level of your actual loss, not a "coulda been."
Click to expand...

Why do people take things out of context? The only reason that situation was used was to make a point that the responses garnered would have been much different, but because where the weapon malfunctioned it is more light hearted in nature apparently.

So many things taken out of context here.

Though there is some comical attachments to people debating what customer service is with someone who's job function is to provide said customer service (even as a technical analyst) to multimillion dollar clients.

In this thread we learn that some people will make up anything (usually its about mansions, cars, and hot women), in this case knowing anything about customer service. Having been in the industry in some form or another for 15 years its easy to see the knee high gathering when people try to talk like they have an understanding of one of the most important factors that decides if a company sinks or swims.

(Taurus even acknowledged at NRA meeting of 2012 that they dropped the ball in this department and they are redirecting resources to tighten this area up. Companies don't make an announcement like this unless their bottom line is being effected. They don't do this stuff to be "nice" - they do it because a business exists to make money, not be your friend.)



What if this was my only pistol? And now its broken and I have nothing to defend myself while its getting repaired. Luckily its not - but I feel for anyone who managed to scape together a few extra pennies in this economy and now their only means of self defense could be gone from one to who knows how many weeks.

So much single minded theorycrafting going on here.

I knew it was pretty much a wash when people started using terms like "hold my hand" or "cry with me" which pretty much means the bottom of the barrel has been reached and now exaggerations are being employed because a lack of any other avenue is available.

To think that so much could come from just expecting a simple word like "Sorry" would be put up in equal terms like someone ranting they want free stuff (read; extra swag or mags) cause something broke.

Anyhow, suppose I'll update once I get it back and how long it took.

Edit:

Let me interject in this before it gets any more out of hand - I have a REAL good idea who you talked to. He is ALWAYS like that, to anybody that calls. He's the kind of guy that would sound the same if the building was on fire, or in the middle of an earthquake. He's good people, just so laid back sounding that it's incredible. You will get exactly what you need as fast as he can get it to you, as he doesn't WORK like he talks. I can say that from personal experience.
I'm sorry it wasn't quite the experience you wanted, and I have spoken to almost everyone that works there except Alice. Be glad Mike Eagleshield doesn't work there any more - he was the ONLY CZ certified gunsmith in the US for a long time, and the crankiest man on Earth.
Let us know, (everyone seeing this? I'm ASKING HIM TO SHARE!!!), how long it take and what the results are, please? Thank you.
Click to expand...

I won't dispute this. Considering my pistol has not been repaired yet I cannot comment on the speed or capability of their workers.

The post merely comments on the front line support of the company.
 
In case my previous post seems too harsh, I want to point out it was satire - I actually hold nothing but respect for Titan and hope the pistol gets fixed quickly. Many, such as SIG, require you to pay for shipping to them. CZ is doing good in this case.
 
I respect Titan, too. But let's be realistic.

Titan, you’ve had one exposure to CZ’s customer service department. Your problem has been addressed in a manner most people would think is completely adequate. You obviously don’t think that. You had higher, nay I say, emotional needs. Those emotional needs were not met. As a result, you’ve publicly declared that you will take the product that will ultimately be fixed, sell the product, and never do business with that company again. So be it. What else is there to say? You’ve said your piece.

Consider this: most companies don’t have a goal true internal goal of 100% customer satisfaction. And it’s precisely because there are people that can’t be satisfied and will find something to complain about. Even my company, for whom I’ve worked for 20 years, and who not only consistently scores as top customer service provider in the insurance field, but best in customer service among any company regardless of service or product, realistically understands not everyone will be pleased. I suspect if it wasn’t the lack of a warm-and-fuzzy response, you would have found another reason to declare CZ was to be put out of your life.

Whatever you think of CZ, their customer service department is extremely well regarded. (They cared enough about you to take care of your problem.) It’s one of the few gems out there that I see praised consistently across the net. That’s an envious distinction to have. You disagree. Understand you’re in the minority and mostly likely fit comfortably into that 2-3% of customers CZ knows they can’t satisfy.
 
I'm curious as to how your experience will turn out. I'm waiting on a new CZ75, and hope I never have to send it back for repair. Please follow up with the outcome.

As for customer service, I'm the opposite. I don't like it when a customer service rep. "acts" as if they're really concerned.
 
Your problem has been addressed in a manner most people would think is completely adequate
Click to expand...

Statements lose stock when you use terms like this and speak on behalf of the unknown. (I am guilty of this myself, we often do it without knowing)

Far as I see the line is split in this thread.

This is a common problem on forums. I call it the "blinders effect" - you zone in and only acknowledge those who agree with you while willfully ignoring the opposite.


And it’s precisely because there are people that can’t be satisfied and will find something to complain about.
Click to expand...

I fail to see how I am one of these people.

I suspect if it wasn’t the lack of a warm-and-fuzzy response, you would have found another reason to declare CZ was to be put out of your life.
Click to expand...

Your proof? Is this what it has come to? Baseless accusations?

Understand you’re in the minority and mostly likely fit comfortably into that 2-3% of customers CZ knows they can’t satisfy.
Click to expand...

You've figured this out all by me stating their lack of empathy (or this one employee)?

With all due respect, I don't think you have a clue what you are talking about. You are basically taking business 101 and rewriting it. Yes there is a small percentage of customers that can never be made to be happy.

To come to the conclusion that my disappointment in lack of empathy would elevate me to this "2-3%" is way out of whack sir. That group of people should be reserved for those people who raise hell, get a bunch of free stuff to calm them and still are not happy. To think that expecting some form of apology (using any dialogue) for a malfunctioned weapon out the box is on this same level?

That is absurd...

:(
 
I'll tell you exactly what those awkward pauses you mentioned were about.... He's in Customer Service and gets cussed at all day. He was waiting for you to cuss him like everybody else. When you didn't, it threw off his response and he saw no need to "calm you down" or promise you the moon. His feeling was that he had a decent guy on the phone and he'd take care off that guy and that he had given the customer everything he was able to give. Now, when you call back and give them the serial number for your gun, like you said you needed to do, you'll probably get another person who can help you get it fixed and may even be all giggly about it. Personally, I'd rather cut through the giddy "i'm so sorry" routine and just have somebody who is efficient and thorough and will get the repair process in motion. I would still be pissed about my new gun breaking though. But It sounds like you were nice and that guy won't forget the fact that one guy DIDN'T dog cuss him that day.
 
Were you able to see what was "broke" when you disassembled the pistol?
Click to expand...

The furthest I will take down a new weapon is a field strip.

Yes, I gunsmith my own 1911s completely and so forth - however I did not want to do anything that would give a company grounds to void the warranty and refuse a repair.

It could be something simple, it could be a part imploded - I'll let them decide and not give them a reason to assume somehow I did it.

I'll tell you exactly what those awkward pauses you mentioned were about.... He's in Customer Service and gets cussed at all day. He was waiting for you to cuss him like everybody else. When you didn't, it threw off his response and he saw no need to "calm you down" or promise you the moon. His feeling was that he had a decent guy on the phone and he'd take care off that guy and that he had given the customer everything he was able to give. Now, when you call back and give them the serial number for your gun, like you said you needed to do, you'll probably get another person who can help you get it fixed and may even be all giggly about it. Personally, I'd rather cut through the giddy "i'm so sorry" routine and just have somebody who is efficient and thorough and will get the repair process in motion. I would still be pissed about my new gun breaking though. But It sounds like you were nice and that guy won't forget the fact that one guy DIDN'T dog cuss him that day.
Click to expand...

I don't like the fake "we so sorry" every 15 seconds like anyone else. I would however expect at least one attempt to sound like "I care, even if its just slightly or next to none."

Some of the responses trying to portray me as some dude with sad puppy dog eyes and needing my hand held are so over the top and dramatic; those comments probably piss me off more than the whole CZ rep thing. And before MORE dramatic statements are made based on that comment, I use the term 'pissed' lightly for lack of a better description. More like a morbid annoyance that makes me wonder, "How can someone think this way?"

I was civil. He was civil. No harsh tones between either. I was just let down with the whole "Meh" aura given off - perceived or real. lol
 
Last edited:
Well, at least you checked it out to see if a stray hunk o brass or something wasn't gumming up the works. Anyway, hope it all gets sorted out.
 
Status
Not open for further replies.

Similar threads

W
  • Locked
Suggest a new pistol for a CZ "fanboy"
2
Replies
29
Views
1K
CZguy
C
D
  • Locked
Cz 82
Replies
4
Views
453
colt1903
C
D
  • Locked
Broke my Ruger LCP firing pin
Replies
15
Views
5K
stevemis
S
Saddlebag Preacher
  • Locked
Found a new friend in a Tristar L120
Replies
13
Views
2K
Kiln
K
F
  • Locked
CZ RAMI or Springfield XD subcompact?
Replies
10
Views
2K
New_comer
N
Back
Top