Brand New CZ Duty is broked.

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TITAN308, I bought one of the new Duty P-07's when they came out . I usually dont buy a new gun right off the bat when they are still new . Mine was eating up it's own guide rod after just 100 rds. It wasnt eject full nor empty mags and my trigger too was not resetting at all. I sent it back to them and they sent me a whole new gun . Customer service was good but I understand your pain with what you went through. I agree with you. AS far as the pistol goes, I just dont think CZ has gotten the "polymer pistol" thing right just yet.
I understand that the customer service guy deals with unhappy custmers a lot of times, but that is his job and he should be careful of what he says and HOW HE SAYS IT . SO I agree with you. I dont think you should have had to lead the customer service like you did that is for sure. He should have had the sense to say how sorry the company is for the problem and all and that they would make it right.
That is my $.02
Let me know how it turned out and if they fix it or get you a new gun .
 
tercel89 said:
I understand that the customer service guy deals with unhappy custmers a lot of times, but that is his job and he should be careful of what he says and HOW HE SAYS IT . SO I agree with you. I dont think you should have had to lead the customer service like you did that is for sure.
Click to expand...

Over the years, I've called Customer Service at Ruger, Kel-Tec, CZ, S&W, SIGARMS, Taurus, and Beretta. I don't think I've EVER had anyone at one of those firms apologize for their weapon's failure. All of them very quickly determined what needed to be done and took steps to get it carried out. If I had a technical question, SIG and S&W seemed to have the best technical people on the phones. S&W was particularly impressive.

I've had to call for warranty work on a Lexus, a Toyota, for a number of high-end electronic devices, and a couple of computers. Again, I don't think I ever heard an apology. (The Lexus dealers seem to bend over backwards to make Lexus owners feel good about interaction with the Lexus organization. That interaction always seems to have a relatively high cost -- like oil changes that are roughly twice as much as the same service from a Toyota dealer.

I think most companies AVOID APOLOGIES, as a matter of policy, because an apology seems to suggest the company's willingness to assume some larger responsibility.

I have had some company representatives express empathy or sympathy for the difficulties the problem might have caused me, showing that they understand that I have experienced a hardship because of the problem. That tends to defuse things, sometimes. That's what seemed to be missing in Titan's interaction with CZ.

Most of them, however, just get to the point -- assess the problem and explain what must be done to get things right. In the final analysis, that seems to do the job.
 
I've had one interaction with CZ-USA Customer Service. My 11 year old Kadet Kit, .22LR conversion unit was having light strikes. It is something I just put up with over the years as it didn't happen that often, but started to happen a bit more so I finally figured I'd do something about it as I liked shooting it so much.

I called CZ-USA, and explained the problem. The CS rep sounded young, and a bit "dead" inside, kind of monotone, with little personality. He asked me the same questions twice. If I had replaced the main spring (hammer spring) on the 75B that was mostly the host gun for my Kadet Kit. I replied both times, unequivically, NO. I totally understood where he was going with that question.

After a bit more discussion he said he was going to send me the new style firing pin (which I had read about), a new firing pin spring, and firing pin retainer plate. I offered to pay for the parts, and shipping. He said, don't worry about it. A few days later I got the parts in the mail and now the Kadet Kit runs perfectly.

I was/am a totally satisfied CZ customer.
 
So I had planned on emailing them tomorrow to inquire about turn around time (they've had it since last Friday).

What do you guys suggest? Just wait a few weeks before inquiring or go ahead and ask?

Also am I assuming when they finish they will have to send the pistol back to my local FFL and I will be on the hook for the transfer fee?
 
Just call CZ again and ask if they will notify you when the repaired gun ships - so you can be looking for it. While on the phone you could ask whether they can give you a status report on the repair.

If you shipped the gun to CZ yourself (on a prepaid label), they will ship the gun directly back to you.

Sorry about the continuous edits. Some companies like Ruger will not notify you when the gun ships unless you ask them to. You really need to be able to track the shipment because you or someone needs to be home to sign for the package.
 
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If you want to email I wouldn't do it on a Friday. Not that a Friday is bad but if they require 24 hours turn around to answer emails (never emailed them so I don't know) I'd rather be looking for a response this week than wait the weekend. I would probably wait though overall, but it's much easier to say I'd wait to bug them when it's your firearm being repaired and not mine.

I also do not believe they have to ship to a dealer. I thought manufacturer to owner (or owner to manufacturer) was outside of the FFL to FFL rules and repair work could be shipped directly. I'm sure CZ would know about that so if you do email them I'd ask how they ship firearms back.
 
Oh I don't mind waiting over the weekend - I was expecting at least a 3-4 week (if not longer) turn around time.

I had heard something about manufacturers being able to ship directly to the owner, if that is true that would be awesome. Then again I am sure I would have to make sure someone is home as it will require a signature. Oh well, small price to pay. lol
 
A gun manufacturer (which is also an FFL) can return the weapon to the gun owner after service without sending it via another FFL. This isn't a transfer, so a receiving FFL isn't required. (In a "transfer" the other FFL is required to assure compliance with state and federal laws controlling gun ownership changes.)

CZ just can't use the US Mail (which requires an FFL on the receiving end). Hopefully, it'll be returned to you, "adult signature required."

When you call or email them, how it will be returned is a good question to ask.

If they're like most gun makers, I would expect about 10-15 day turnaround time, maybe a bit longer. Some, like Glock and SIG can beat that. I've waited much, much longer with some gun makers -- but often due to parts not in stock.

.
 
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When my Crappy CZ P-07 was sent off , they replaced it with a new one and they sent it directly to me . I had to goto Fed Ex to pick it up. It was a whole new gun and even new serial number and all. CZ was really nice about that . Especially since it was a whole new gun with a different serial number . I just took it and traded it in for a new S.A. XD9SC . I just couldnt trust a gun that was so new that had already eaten up it's own guide rod , would not reset it's trigger and would not eject mags full or empty. Now I am a big CZ fan , but I just dont think CZ has gotten their polymer pistols perfected yet.
 
Donato,

I have always told myself that everyone has a right to an opinion, even those that I strictly disagree with. After reviewing your posts though and determining that you're incapable of posting anything other than childish BS, I've decided that you'll never have anything to say that I care to hear.

I've been surfing the web for 6 years and have yet to ignore anyone ever. Congrats on being the one guy I've ever ignored.

Sincerely,
Kiln
 
Kiln, donato turned into a decent poster the last few times. He isn't worth of being ignored yet, imo. He admitted that he had no friends and doesn't want any earlier. Maybe he has issues with bonding with a new crowd? Reread his last 2 helpful posts. He's actually a good guy!
 
I won't comment on whining, service reps, CZ reliability or the upcoming election. I think I will comment on gun forums:

I just "broked" a new sub compact (brand name not relevant). I let my brother shoot it, too. It misfired a couple of times while he was shooting it. His response:

"Wow, what a pain in the rear. What are you going to do now? You're not going to have to (gulp) return it to the factory are you?" (He was sympathetic and supportive.)

When I googled to see if there were similar problems with like pistols, I saw these responses to "my new XXXX is broken":

"You didn't break it in right."
"You're putting oil in the wrong places."
"You're using the wrong ammo."
"You limp wristed it."
"They have great customer service, quit whining, send it back and they'll make it right."
"I have a dozen of them and they're all flawless."
"You should have examined the gun better before you bought it."

There's a great lesson in life here:

If you want somebody to sympathize with you, go tell your brother. If you complain about a specific model on a gun forum, be prepared to hear from the brand loyal gang who feel like you are keying their car door in the mall parking lot.
 
Actually, that is a good point.

Some people come here for a sympathetic ear, no more, no less.
Some come here because they are p!ssed and want others to be p!ssed too.
Some come here to share information others may find helpful.
Some come here to try to figure out what happened so they understand how their gun works.
Others come here to see if others have a similar issue and what did they did so they don't have to send it back.
And others come here because they are lonely and are cranky and are know-it-alls who only want to rain on other's parades.
These forums are filled with professionals who work on guns for a living and patiently answer questions for people without attitudes. There are other professionals who also share their time and information that may be relevent to the discussion on other aspects of guns (metals, finishes, grips, physics, etc).
The bottom line is we all come here for different reasons. I come to hear the experiences of others who are not paid by anyone so their information is not biased. Yes, we have fanboys and brand bashers but if you read between the lines you can learn an awful lot about your guns here.
 
I'll add my two cents. I've used CS twice, and only twice.

One was a Sigma, went in for a sear polish to lighten THAT trigger (y'all know what I'm talking about). They paid for shipping, did the work for free, and apologized that it took 10 days round trip.

Second was Beemiller. I disassembled my Hp995 carbine, and something hiccuped with LRHO. They paid shipping, fixed it within a week, apologized for my inconvenience.

These are two low shelf firearms, and I got treated like royalty while the manufacturers either did uneccesary mods or fixed my miff up

Titan, this leads me to my point : Start buying Sigmas and Hi Points if you want Mommy to wipe your a*@ for you. Send me the CZ. ;)
 
larryh1108 said:
Kiln, donato turned into a decent poster the last few times. He isn't worth of being ignored yet, imo. He admitted that he had no friends and doesn't want any earlier. Maybe he has issues with bonding with a new crowd? Reread his last 2 helpful posts. He's actually a good guy!
Click to expand...

:uhoh: No I'm not.
 
Kiln said:
Donato,

I have always told myself that everyone has a right to an opinion, even those that I strictly disagree with. After reviewing your posts though and determining that you're incapable of posting anything other than childish BS, I've decided that you'll never have anything to say that I care to hear.

I've been surfing the web for 6 years and have yet to ignore anyone ever. Congrats on being the one guy I've ever ignored.

Sincerely,
Kiln
Click to expand...

Actually, the only childish bullcrap in this thread is that which you and TITAN308 are posting. If you can't see that, you need help. And if you have only been surfing the web for six years, you ain't even dry behind the ears yet. :D
 
Spicy Thread!

I've been away from this forum for a while, but reading. I wanted to note, I still like Walt S.'s posts. Same guy, good stuff. Kudos Walt.

I liked, and support, a few of the points made:

- Based on past experience, I'm confident CZ will make this right.

- Expect little empathy from others, especially on the internet.

Further:

- Expect no company to 'apologize', especially at the lower levels of the organization. An apology is an admission of fault, and this is a lawsuit crazy world. Lawyers dictate some policies.

- A customer support rep's spirit and aspirations are likely bigger than his current job. If you can give a little empathy, they might be deserving, and on receipt of this, they might go the extra mile in taking care of you, beyond policy.

- Training a customer service rep to put the company's best foot forward, and managing that staff costs money. How much is that worth to you in the price of the gun? In this case, I expect they'll make it right. How much more in passed on costs would this be worth to you in the price of the gun? Any organization needs to consider this, and choose a point on the continuim. Maximum service may only be fiscally possible for larger ticket items.

- Stuff breaks. The responsibility is more on the person choosing to carry to ensure everything is up to snuff. The point was made it may be the only such tool called on to be a defensive weapon, putting the responsibility on the gunmaker. If such defense is critical, perhaps more such tools are needed. (This can justify new purchases! ;) )

- New products have issues. Expect that. Remember Sig's first (or recent re-entry) 1911's? I don't think there is reason to expect that CZ's poly stuff is up to the same level as their traditional old school rifles and pistols. Further, some of their products came via aquisitions and partnerships: I'm unsure if their Huglu Shotguns have the QA/QC expected from their old school manufacturing. So, 'buyer beware' on the new stuff.

I'm in, for the ending, and am confident in this case, that the warranty will be honored to reasonable expectations.

Play nice now.
 
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