Quantcast
  1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.

Customer Service

Discussion in 'Handguns: Autoloaders' started by schmeky, Feb 12, 2009.

Thread Status:
Not open for further replies.
  1. schmeky

    schmeky Member

    Joined:
    Mar 17, 2006
    Messages:
    2,190
    Location:
    West Monroe, Louisiana
    I have read many different stories on THR forum about customer service. I have not needed any manufacturers service on a firearm in many, many, years.

    I recently bought a Les Baer 1911 and had some problems. I sent a nice descriptive e-mail with pictures of the problem. I was not upset, I realize no one can be 100%, 100% of the time.

    Well, my cell phone rang, and it was Les Baer himself!!! He said no problem, send it in and we'll take care of it, seemed like a really cool guy. So far so good.

    Hope this ends as good as it started.:cool:
     
  2. Jim Watson

    Jim Watson Member

    Joined:
    Dec 24, 2002
    Messages:
    22,331
    Would have been even better customer service if ol' Les had sent you one that worked to start with, wouldn't it?

    The Internet Definition of Good Customer Service seems to amount to a willingness to sell a defective product and the ability to sweet talk you into thinking they are doing you a favor by fixing it.
     
  3. PhiloebeddoUSA

    PhiloebeddoUSA Member

    Joined:
    Jan 16, 2008
    Messages:
    99
    Location:
    South
    Smith and Wesson

    There is nothing worse than going to the range with a new pistol and having issues right out of the box. I bought a Sigma 9VE last year and immediately had ftf problems. I could not squeeze off more than three consecutive shots without stoppage.

    I called up Smith and Wesson and explained the situation. The rep said that they would take care of it and to expect a pre paid UPS label in the mail.

    They got it back to me within a week(replaced the slide), and most importantly I haven't had an issue with it since.

    Good overall experience. I am looking forward to hearing stories from other THR members on this topic.
     
  4. schmeky

    schmeky Member

    Joined:
    Mar 17, 2006
    Messages:
    2,190
    Location:
    West Monroe, Louisiana
    Jim I respectfully disagree. I was in the equipment business for many years (20) and one of my best selling points was that the equipment we sold WOULD eventually have some type of problem. It's the nature of anything man-made.

    The difference was how well we responded when there was a problem. Our service was the best. I set sales records for my area and got sales awards from some of our manufacturers.

    If Baer takes care of the problem, I'm fine with it.
     
  5. GZOh_Jr

    GZOh_Jr Member

    Joined:
    Jul 30, 2008
    Messages:
    78
    Location:
    Raleigh, NC
    I agree in principle with Schmeky on this one, but with a single caveat; a little QC goes a long way. It sounds like many problems would be solved if a human being actually shot a couple rounds through the pistol before it left the factory.
     
  6. searcher451

    searcher451 Member

    Joined:
    Jun 15, 2007
    Messages:
    2,516
    Location:
    Oregon
    Wow. I used to think that the S&W folks set the standard for the industry for customer service. But this story makes me change my mind. That's impressive.

    Of course, the real proof is in the pudding; let's hope the follow-through is as impressive as the initial phone call. Please keep us posted.
     
  7. schmeky

    schmeky Member

    Joined:
    Mar 17, 2006
    Messages:
    2,190
    Location:
    West Monroe, Louisiana
    searcher451,

    I agree, the proof is in the outcome. I'm not crowing until the cow comes home:cool:
     
  8. Dienekes

    Dienekes Member

    Joined:
    Dec 26, 2002
    Messages:
    1,905
    Location:
    Wyoming
    Give me up-front QC over long-distance sympathy anytime. Frankly it's cheaper for both parties in the long run and a lot less aggravation.

    When I decided to buy a new car I put out a "bid request" to various Toyota dealers and went with the one that was closest with the best deal. One-stop shopping, as it were.

    Guns just aren't that high tech...
     
  9. Ridgerunner665

    Ridgerunner665 Member

    Joined:
    Feb 3, 2005
    Messages:
    3,393
    Location:
    Upper East Tennessee
    As a happy Baer owner and somebody else that Les has called (not because my pistol was messed up)...I'm curious what was wrong with your pistol schmeky.
     
    Last edited: Feb 12, 2009
  10. Jim Watson

    Jim Watson Member

    Joined:
    Dec 24, 2002
    Messages:
    22,331
    Apples and oranges, Schmecky. The described gun did not eventually have a problem, it was by the OP's description, a recent purchase. You can read every day about name brand guns that do not function reliably out of the box. I don't like but can understand Springfield unpacking the crates from Brazil and sending out guns without test or inspection, but I would hope for more care on a gun of two or three times the price.
     
  11. schmeky

    schmeky Member

    Joined:
    Mar 17, 2006
    Messages:
    2,190
    Location:
    West Monroe, Louisiana
    It's been 5 weeks and I got a call from a young lady at LB today. The repaired 1911 will ship out today Fed-Ex standard overnite, so I'll have it March 24th (tomorrow).

    I eat return shipping, they pay coming back. Just hope everythings good to go.

    So, $1,600.00 for the gun, $38.00 for shipping, and a 5 week wait.
     
  12. Ala Dan

    Ala Dan Member in memoriam

    Joined:
    Dec 24, 2002
    Messages:
    12,879
    Location:
    Home Of The First Capitol Of The Confederate State
    Believe Me

    Les Baer Custom = worth the wait, and expense~! ;) :) :D
     
  13. SwampWolf

    SwampWolf Member

    Joined:
    Sep 18, 2005
    Messages:
    3,926
    Location:
    North Central Ohio
    Absolutely agree here. If "you get what you pay for" means anything at all, a pistol costing two or three grand should come out of the box needing no excuses. Period.
    __________________
     
  14. mljdeckard

    mljdeckard Member

    Joined:
    Jun 5, 2006
    Messages:
    12,705
    Location:
    In a part of Utah that resembles Tattooine.
    I never think that the factory is the first place to turn to when you have a problem with a gun. My time is valuable enough to not want to wait for them, especially if a local gunsmith can fix the problem easily, and factories often don't have good track records of fixing problems at all.
     
  15. RogersPrecision

    RogersPrecision Member

    Joined:
    Nov 22, 2003
    Messages:
    588
    Location:
    n az
    I'm curious..........
    how did you ship the pistol to Baer so cheaply?
     
  16. The Lone Haranguer

    The Lone Haranguer Member

    Joined:
    Jul 30, 2006
    Messages:
    11,717
    Location:
    Johnson City, TN
    The purchase price of over $1500, the five week wait to make it right and ship it back, and the expense of the shipping both ways? All these malfunctioning high-dollar pistol threads are starting to make the Hi-Point look good. :evil:
     
  17. Sapper771

    Sapper771 Member

    Joined:
    Feb 24, 2007
    Messages:
    1,266
    Location:
    11 up and 3 down
    I agree with this statement: "Man is not perfect, thus the efforts of his labors are not perfect.".

    Its like building a structure with crooked levels and plumbs. It can still be done, but it is not truly "Perfect" nor efficient.
    I guess that is what makes us, "US".

    As long as the Customer Service is openly willing to correct the problem in a timely matter, I dont have an issue with it.

    I hope your LB runs well.
     
  18. bluetopper

    bluetopper Member

    Joined:
    Dec 17, 2005
    Messages:
    3,235
    Location:
    Northeast TX
    I've owned (past tense) a few Hi Points. They have the best warranty and customer service I've ever seen. Even if you're the tenth owner of it.

    No, I'll never buy another one.:)
     
  19. CrankyOldGuy

    CrankyOldGuy Member

    Joined:
    Jan 1, 2009
    Messages:
    79
    Location:
    SW Ohio
    There is no excuse for such an expensive pistol to malfunction out of the box. You payed for "quality control" not "pay shipping and wait 5 weeks".
     
  20. schmeky

    schmeky Member

    Joined:
    Mar 17, 2006
    Messages:
    2,190
    Location:
    West Monroe, Louisiana
    RogersPrecision,

    I shipped it through my wifes work, they get a corporate rate; shipped it standard overnite (pm delivery).

    mljdeckard,

    There were some minor finish flaws (I pointed out originally). The pistol was refinished at LB, or so I was informed. A local smith would have charged (or farmed this out), so if a get a new blue, rust pits from the barrel hood polished out, and a thorough inspection for $38.00 (cost of shipping), I'm OK.

    The major problem was due to a weak mag spring. I don't plan on using the LB mag when it comes back.
     
Thread Status:
Not open for further replies.

Share This Page