Crimson Trace customer service?

[Trey Veston]

Anyone dealt with them before?

My late father had only one defensive pistol, and it was a Kimber Pro Crimson Carry II.

It's basically a Commander two-tone with a set of Crimson Trace LaserGrips on it.

Good looking pistol...





I've function-tested the pistol and it is a sweet shooter. I'm not a 1911 guy, but this thing speaks to me. So, I started carrying it.

However, the laser, while it works and functions perfectly, is off about 3" low and to the right at 7 yards.

I researched how to adjust it, and then bought the special little allen wrench for it. Adjustment screws are stripped.

I sent an email to Crimson Trace to see if they will warranty it.

I've never had a laser before, and am not all that convinced they are worth it, but I might as well be able to shoot with one and see what I think.

I'll update the thread as to the effectiveness of Crimson Trace customer service.

 

[CorsairF4U]

Sorry for the loss of your Dad.

I needed a new set of screws for a Crimson Trace Laserguard, so I emailed Crimson Trace too. I never heard back from the email, but the phone support lady was very polite and helpful. She sent out a new set for me immediately for free. I was very happy with their response once I got in touch with them directly. I fished through my notes, and found this snippet with a support number:

"No receipt, warranty card, or product registration is necessary to make a warranty claim under our Crimson Trace Lifetime Warranty. For any warranty service, call Customer Service at 800-442-2406, or contact customer service , for a Return Authorization Number (RMA)."

I have a Kimber Pro Carry (old model internal extractor, like yours, I think), and it's great to shoot, but the non-alloy parts rust at the drop of a hat. I needed to keep it oiled all the time. Talk about old school. I eventually got it NP3 plated, which solved the rust problem.

Lasers are great if you have old eyes and can't focus well on iron sights, but they only really work well in low or dim light. They completely disappear in bright daylight. Lasers basically confer the same benefits as red dots, but are more light sensitive and everyone knows when you draw a bead on something. I have a couple mounted on my pistols that I consider my home defense guns, because they would most likely get used indoors, and probably at night.

Enjoy the gun, it looks like a beaut!

 

[Trey Veston]

Update on my experience...

I received an email response from someone named Carly who was nice and asked for pictures of the grips, the serial number, and the damage.

This is what I sent her...



I told her that it appeared that the adjustment screws were stripped and that I purchased the appropriate sized wrench and it did not work to adjust the screws.

Her response...
Thank you for the provided pictures. Unfortunately your product is out of warranty so we cannot repair or replace it. We can offer to sell you a new one or another laser of equivalent value for 50% off of MSRP. If you are interested in that, please respond to this email and confirm the shipping address and model you would like to purchase. I will then, enter the order and send you an email from PayFabric to complete your payment.

I have attached a copy of a troubleshooting exercise you can try to get your laser to adjust correctly again. Also, try to refrain from using Duracell batteries, as Duracell batteries have a bitter coating that interferes with the terminals in our laser, causing them not to function correctly.

If your adjustment screws are stripped, you can try to get them out by placing a rubber band on the end of your hex so it catches the inside of the screw and can sometimes unscrew it. I can supply replacement adjustment screws as a service part if you get those other ones out.

Please let me know if you have any further questions.

Thank you,
Carly
Crimson Trace Support Team

I reviewed their "Limited Lifetime Warranty" and cannot figure out why they think that my product is out of warranty. Either Carly thinks the adjustment screws are electrical components, or she thinks that the screws are stripped due to misuse or attempted repairs. Both assumptions are incorrect.

But, nothing would surprise me these days. Seems most folks lack reading comprehension or common sense; usually both.

This is the warranty on their website...

CRIMSON PROTECT LIMITED LIFETIME WARRANTY​

The gear you choose to trust should be as effective as it is reliable and innovative. We proudly stand behind our products with the Crimson Protect Limited Lifetime Warranty. Under the Crimson Protect Limited Lifetime Warranty, we will repair or replace your Crimson Trace product at no charge to you if it is damaged or defective. If the product cannot be repaired, we will replace it with a product of equal or better value. Electronic Components warrantied to be free from defects in materials and workmanship for a period of three (3) years from the date of manufacture. If determined to have defects in materials and workmanship during the three-year period, we will repair the product at no cost to you. If we cannot repair your product, we will replace it with an item of equivalent value.

The CRIMSON PROTECT LIMITED LIFETIME WARRANTY does not cover component parts which have been lost or stolen; or subject to misuse, intentional damage, modifications, or repairs made or attempted by anyone other than a qualified technician following our authorized procedures;or damage to the optics that is cosmetic only and that does not affect the product's operation or performance (as determined by us at our sole discretion). OUR OBLIGATION TO REPAIR OR REPLACE THE COVERED PRODUCT SHALL BE YOUR SOLE AND EXCLUSIVE REMEDY UNDER THE LIMITED WARRANTY.

 

[JDeere]

My wife had a Micro 9 with a set on it that went bad. I called,sent them back and got a new set with no issues. They also sent me new batteries and a deal to get new batteries once a year. CS was a non issue for her...

 

[Shooterbob]

In the response from Carley she says she can supply the adjustment screws. Isn’t that what you wanted?

 

[Shooterbob]

my post sounded like a sarcastic post it was not meant that way. Just making sure you seen that part of the response.Bob

 

[JohnKSa]

Either Carly thinks the adjustment screws are electrical components, or she thinks that the screws are stripped due to misuse or attempted repairs.

I'm not sure what you're getting at. Are you claiming that the screws came from the factory stripped?

 

[chicharrones]

Stripped screw sockets will be seen as misuse. Therefore being outside of the Limited part of the Limited Lifetime Warranty.

50% off a near $400 value of CT grips is a great deal. Considering the activation buttons on these things can get wonky over time is a great reason to get a $200 replacement right now.

Of course, if they will send you a pair of new adjusting screws, that is a much cheaper first step.

 

[Trey Veston]

I'll accept the new screws. I never really saw the value in the laser sights, and it is the only firearm I have owned with them, so not a big deal. The original grips have the Kimber logo on them, which are no longer available from CT or Kimber. I was hoping to keep the pistol all original the way my dad had it.

I will have to use some tricks to get the old ones out, but I am dealing with extremely tiny screws.

 

[jmorris]

Either Carly thinks the adjustment screws are electrical components, or she thinks that the screws are stripped due to misuse or attempted repairs.

If it wasn’t caused by using the wrong/worn out Allen wrench, every one they sold would be stripped out.

As for getting them out, left handed drill bits work great. Find one that grabs the hex and just twist it out as normal.

 

[roo_ster]

I would jump on Carly's offer of 50% off CT grips like a duck on a June bug. AND go for the screws, too.

I have found that CT laser grips generally outlast even the best tritium night sights (unless you are dragging your pistol through the muck like an infantryman). Which is their best use: night/low-light shooting. They are also nice for dry-fire training.