Customer Service at HK

[Bentonville]

I am so pleased that I just had to post about it. I recently bought an HK P9S .45 Combat made in 1978. The ejected casings had some scratches and dings that I was concerned about. I called Travis, armorer at HK, Trussville, AL, and he talked a long time with me. After a couple of other calls he said just to send it in and he would check it out for me. I did and he called me the next day and told me what he was doing: Replacing buffer housing with an improved design, detail cleaning, polishing feed ramp, replacing several springs, replacing slightly bent front sight, and test firing for function and accuracy. Oh, he even replaced the white dot on the safety. Withing six days of sending it out, I had the gun in my hands again. It's like a brand new P9S. Travis is polite, professional, efficient and knowledgeable. The perfect combination for customer service. I am excited about my new possession!

 

[default]

That's a great story, and definitely above-and-beyond customer service, especially on a 29 year-old pistol.

The funny thing is, it's still early for me, and having not read your first sentence carefully I at first thought you were talking about a new USP45. I was thinking, "it's great that they took care of you promptly, but it seems very unlike them to let new USPs out the door that need bent sights straightened and buffers and springs replaced immediately!"

 

[denfoote]

It seems like every gun maker has exactly ONE person that IS their customer service department.
HK has this guy, I think Kahr has "Dottie", I'm not sure who is over at Kel-Tec, and so forth.
However, it does seem that if you are NOT talking to the RIGHT person, you stand a better than average chance of getting screwed!!

 

[M2 Carbine]

This was a while ago, so maybe things have changed.

Short version.
I called HK to see if they had a couple parts for my old 9mm P9S.
They hung up on me four times while transferring me around.
Finally they said they have the parts but wouldn't send them. I would have to order parts throrgh a "authorized HK dealer" . The only authorized HK dealer around said they didn't want to order parts from HK because, "They are a pain in the a** to deal with".

The pistol is in my spare parts junk box.
I have a 45ACP P9S also.
With luck when it breaks it will be a different part and I'll have a spare.

Needless to say I don't bother looking at HK pistols at the gun shows.

 

[trueblue1776]

Bentonville: AKA Mr. Bill Koch

(no relation)

 

[Bentonville]

No, just a satisfied customer who recognizes when someone goes above and beyond to be concerned about my problems. For instance, I was driving my family back from the coast this evening and stopped to get some fried seafood. The assigned waitress never even gave us a glass of water. She only dropped off the food as she happened to be passing by. I had to go to the oyster bar to ask a "shucker" if she would get our silverware, get our beverages, bring our check etc. Guess who got the nice tip? I believe in giving credit where credit is due. By the way, I really like Hk products because they are so daggone reliable. It's just icing when someone at the top level cares. By the way M2 Carbine, Travis said he is stocking a lot of P9S parts now and can fix about anything.

 

[mokin]

About 15 years ago my VP70Z stopped due to a broken buffer (or something, this was a while back...) and needed to be returned to an HK armorer for repair. I was quite impressed with the expidiency of the turn around time of the whole repair. I was told what to expect and when to expect things and that is pretty much how things happened.

 

[Choclabman]

I own several(6) HK pistols. I never have needed CS for them, but I can say this.

They answer e-mails promptly, phone calls are answered with courtesy, and they have set-up a forum on their website to help answer questions.

I needed work done my 1981 HK91. Turnaround time was 10 days.


HK Customer service is great.