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Disappointed with Remington Customer Service

Discussion in 'General Gun Discussions' started by Charlie Martinez, Dec 12, 2019.

  1. Charlie Martinez

    Charlie Martinez Member

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    Since 1974 I have purchased three new Remington firearms and I have only requested their assistance on two occasions. Both times I was completely disenchanted with their responses.

    I recently contacted Remington to purchase four receiver plug screws for my (1974) Marlin 336. They told me I had to pay $2.19 per screw plus tax, shipping & handling costs. I never expected or asked for free replacement & we're not talking about serious money here but I found the same set of screws on Ebay for $7.50, no tax, no handling costs & free shipping.

    I once wrote to Marlin (when they were really Marlin) to replace the rear iron sights lost during a hunt & Marlin responded by sending me a replacement rear sight free of charge. That happened over forty years ago & it had an immense impact on my opinion of Marlin. Now that Remington owns Marlin things are definitely not the same.

    After reading reports of reduced quality in Marlin products since Remington bought them & my experience with Remington customer service & won't be purchasing any new products from either Remington or Marlin.

    Has anyone else had similar experiences with Remington Customer Service?
     
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  2. sabbfan

    sabbfan Member

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    I had a Remington 597 I bought new because it was cheaper than a 10/22. I couldn’t get through a magazine without the trigger not pulling all the way back to fire. It acted like the safety was on, but the safety was off and would do it during a shot string, not after taking the safety on and off. I sent it in, they returned it saying they shot it and it was fine. Of course I try it and it does the same thing after a few shots. Got rid of it cheap with full disclosure and bought the 10/22. Haven’t looked at a Remington since.
     
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  3. Mn Fats

    Mn Fats Member

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    Hmm. I had a good experience with Remington's customer service just a couple years back. Maybe I got the right person on the phone?

    Personally, I wouldn't be "disappointed" with your experience just because a guy on eBay is selling the same product for very close to what Remington is asking.

    I do agree with your assessment of Marlins quality after they became "Remlins" though.
     
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  4. Styx

    Styx Member

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    Yea, the OP got 45 years plus use out of the rifle he needed to purchase screws for. If it was a QC issue or premature failure on newer rifle, I could understand. Then I would expect a free or discounted price.

    The price difference between the screw on eBay and the screws they were selling was only $1.26. As far as tax is concerned, they're required by law to charge for it. Most places, with the exception of eBay, charge shipping unless you spend a certain amount. Even certain eBay sellers must charge tax.

    In this case, I would not have been disappointed either. The price difference isn't substantial, and I do not see this as bad or disappointment worthy service.
     
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  5. PapaG

    PapaG Member

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    They put a new receiver on my 1975 870TB which cracked after forty years of weekly trap shooting. Couple hundred k rounds at least. Wholesale parts, no labor, their dime for shipping. I thought that was fair. Ruger, on the other hand, has rebuilt several really ratty guns for nothing. Smith has been kind of pricey on parts for repair.
     
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  6. ApacheCoTodd

    ApacheCoTodd Member

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    The number seems a bit high but falls short of my threshold for *disappointment*.

    Now, were they to assess separate *handling* fees (which - as a former manufacturer, wholesaler and retailer I find *handling fees* to be COMPLETE BS) I would get pissy. Or, if the quality did not reflect the cost or the shipping time was absurd....
    But so far, not much to raise my hackles.

    Todd.
     
    Last edited: Dec 12, 2019
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  7. jmorris

    jmorris Member

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    I like free stuff as much as anyone but I do know that someone has to pay for it at some point. A few dollars spent on receiver screws for a rifle that was made 45 years ago?

    Maybe you could order some from China that ship from over seas to your door for less than you could put them back in the mailbox and ship them to your closest neighbor....then you could really have something to complain about.
     
    Last edited: Dec 12, 2019
  8. jhb

    jhb Member

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    I get not liking the price, but i wouldnt be disappointed in remingron due to that alone. other places to go, just go there. least remington had and could sell it to you.

    some brands have no parts to sell or wont even sell them for a premium.
     
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  9. dcloco

    dcloco Member

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    The price difference is what your complaint is?

    Remington sells at suggested retail. Any other seller/reseller is selling at market pricing.
     
  10. dcloco

    dcloco Member

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    The price difference is what your complaint is?

    Remington sells at suggested retail. Any other seller/reseller is selling at market pricing.
     
  11. Stubert

    Stubert Member

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    If you want chinese quality screws, buy on-line.
     
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  12. Charlie Martinez

    Charlie Martinez Member

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    It isn't a question of money nor was I looking for free stuff, I think I made that clear in my original post. The issue is Remington's customer service policies & their attitude towards their customers.
    I rarely have trouble with any of my firearms but I have contacted other manufacturers (like Ruger & Charter Arms) with questions & they have taken care of me very professionally & I never felt that they didn't care.
    I asked Remington for assistance on two separate occasions & both times I was disappointed with their uncaring "take it or leave it" response. On this occasion I was told "to call a number & to have my credit card ready to pay for the screws at $2.19 each plus (an undisclosed amount) tax, shipping & handling fees". Shipping & handling for 4 measly screws?
    Was Remington smart? I don't think so. I bought the screws from someone else for less (how much less I don't know because Remington didn't tell me what they intended to charge me for shipping & handling) and whether they care or not Remington won't be getting further business from me.
    I don't care if others continue to buy from Remington. Both my experiences with Remington were surprisingly poor & I wanted to see if they were just my bad luck or the usual.
    For those that understood what I wanted to know I appreciate their responses.
     
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  13. ApacheCoTodd

    ApacheCoTodd Member

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    Got it.

    I have had individually unsatisfying CS reactions from otherwise stellar companies in the past too.

    I won't say names because that deflects to particulars from the generalized nature of my post.

    At least twice in the past year or so, calls have been decidedly unsatisfying given past experiences and reputations. Turns out in both instances upon calling back, someone not particularly CS oriented had been filling in on the phones. I should have guessed this from their noted lack of expertise and poor customer handling.
    I logged it away as an anomaly and blew it off.

    There IS one company though that went from better than average to the point of my wondering why they even BOTHER to answer their phones - as a regular course. They had let their entire CS staff go in some form of re-structuring. I might as well have been re-directed to some third-party *CS* call center in India for all the good they do.

    Todd.
     
  14. boom boom
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    boom boom Contributing Member

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    Imho, what the O/P describes is something like how car dealers are usually more expensive for an auto part rather than internet sellers or the local Autozone/O'Reillys/Advance etc. Car dealers have overhead in running parts departments as they are expected to hold quite a bit of inventory of parts to service cars of that brand--holding inventory has costs as does paying the guy at the counter to answer the phone, order parts not in stock, their knowledge, and get the parts from the back. Spoilage can also be an issue as some plastics and rubbers deteriorate over time. The cost of maintaining the square footage of the dealer's parts warehouse also comes into play.

    An ebay seller may be operating out of a house, selling parts from an auction, etc., and the parts may not be returnable if misordered by the buyer. A seller may also simply be clearing out junk that he would receive nothing for if he did not sell it online. To him/her,any revenue at all is good because the other option is throwing it out for zero money.

    Ebay does impose a certain fee on transactions and maybe shipping costs and now is subject to state sales taxes as per the recent Supreme Court decision. Smaller sellers for now are escaping this, but state and local governments have an insatiable appetite for tax dollars which probably will cause the large online exchanges to force sellers to collect the taxes for the smaller sellers. Expect to pay taxes on most if not all online purchases in the future.

    Internet wholesalers can address parts, labor, and inventory costs by locating in cheaper parts of the country and have a whole country to sell their wares to which lessens dead or slow moving inventory holding costs--this is why some mega car dealers now have substantial online parts sales. You will be paying sales tax on these purchases now as well. Commercial entities are not going to take the risk of tax liens from distant jurisdictions to save their customers a few bucks in taxes.

    Shipping costs are separate from this as they are from third parties but no company is going to eat these costs in the long run and if they offer "free shipping" then you are paying for it in the total price paid. Right now the USPS is relied upon for a lot of this cheap delivery with express companies handing it off to them for the actual delivery to the customer. The USPS is also broke and getting broker--expect shipping costs to continue to rise as a fair portion of it is labor and fuel is an unknown variable cost. The cheap shipping from China is also coming to an end as the Trump admin forced the International Postal Union to no longer consider China as developing and thus people buying parts via Amazon or Ebay directly from China will have to pay more as the U.S. Postal Service will be allowed to charge market rates for these shipments (which should ease their deficit a bit). Don't expect it to be cheaper on shipping from China than from other states as was the case.

    To sum up. As the manufacturer, Remington has to keep a large number of parts for their firearms in stock, have knowledgeable parts people, pay for the warehouse and shipping costs. Some of that parts inventory is necessary to provide warranty work on firearms and the other is because people expect that they will be able to get parts from the manufacturer for their purchases. Would you buy a firearm at full price knowing that you could not get parts for it in the future if any break?

    A warehouse requires rent, light, maybe heating/cooling, and general maintenance. There are holding costs on inventory (local property taxes apply to inventory btw) and using your money to stock inventory means that you cannot use it elsewhere, spoilage, and obsolescence. There is a reason that Smith and Wesson or Colt no longer work on certain firearms or sell parts for them as they sold their parts inventories of old models to places like Numrich. The holding costs for these parts exceeded the revenue expected from them for the manufacturers plus the prices were constrained below a profit making margin because of disassembled parts from old guns floating around. The rise of Ebay means that you are also now competing on price with individuals who have cheaper costs in selling and consequently price their goods lower (the smarter business like ones base their prices just below the mfg. so that you pay nearly the same amount).
     
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  15. Texas10mm

    Texas10mm Member

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    Those screws are less than $0.25 each at a good hardware store.
     
  16. boom boom
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    boom boom Contributing Member

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    One, good local hardware stores have largely vanished in areas of mass merchants due to the Lowes/Home Depot effects where the 80/20 percent rule plays. Lowes and HD stock the 20 percent of goods that move and give 80 percent of revenue and don't stock the 80 percent of inventory that only generates 20 percent of the revenue. That has more or less killed a lot of local hardware stores because they cannot price compete with the big boys on the former and cannot make a profit on the remaining slow moving inventory. The internet/Amazon has made things even worse as someone can sell a gross of Chinese plug screws for little of nothing that is shipped directly from China. The price sensitive buyer would rather pay 5.00 for a gross of crappy Chinese steel screws rather than a good quality $2.00 per screw.

    Because of costs, the small hardware store guy cannot sell enough to compete on things like this in a brick and mortar sense which is similar to that of gun stores except hardware is not a regulated seller.
     
  17. 340PD

    340PD Member

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    Not worthy of an internet complaint. Buy the screws anywhere you can at the price you are willing to pay.
     
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  18. Poper

    Poper Member

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    Could have been worse. I could have been Kimber's CS. You would still be on hold.... IF someone would bother to pick up the phone. :eek::what::barf::barf::barf:
     
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  19. Charlie Martinez

    Charlie Martinez Member

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    You're probably right but I don't know the size of the screws & I don't think it would be wise for me to walk into a hardware store totting my Marlin 336. More than likely it would have been me the one that got screwed & it would have cost a heck of a lot more than $0.25 lol.
     
  20. mljdeckard

    mljdeckard Member

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    Keep in mind, Remington has no way of knowing whether you're an original owner or a gunsmith doing a project for someone.

    I doubt I could go into a True Value or Ace Hardware and find screws with the correct thread, length, color, and head for any gun part I own.
     
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  21. LaneP

    LaneP Member

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    I've not owned very many Remington made guns over my lifetime.

    The only time I've dealt with Remington CS was to inquire if they could tell me the year of manufacture of my Remington auto shotgun (the pre-model 11 version). They sent me a letter telling me it was made in 1907 along with a crude but readable copy of the original user manual.
     
  22. Texas10mm

    Texas10mm Member

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    The ACE hardware store in town has a large selection of gun screws in the hardware department, as does every ACE hardware I've been in in the DFW area.
     
  23. TTv2

    TTv2 Member

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    I bought a Remington Marlin years ago unaware of the quality issues they were having, but at the time I really wanted a bolt action .22 with a tube magazine and the only one that had that was the XT-22. Horrible accuracy, my Brazilian made Mossberg .22 outshoots it with the same ammo. Sent it back, took weeks to get back, still shoots the same and if after two times Marlin can't get it right, they never will and I'll never be a customer of theirs ever again.

    Been meaning to sell it for a while, but I haven't gotten around to it and my local FFL's would offer me maybe $100 for it with a $40 Simmons scope already mounted and sighted.

    And for the record I had tried it with a $130 scope and the groups were the same, so it's not the scope.
     
  24. boom boom
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    boom boom Contributing Member

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    Rifles in .22 LR's are notorious for preferring a particular make and bullet. Before you sell it, try it with a variety of different .22lr ammo of different brands and bullet weights including the really cheap stuff like Remington Thunderbolt for accuracy. Some rifles actually prefer the cheap ammo to match. You just might find a load that it likes.
     
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  25. TTv2

    TTv2 Member

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    The one load that it does seem to be best with is CCI Quiet and with the 22 inch barrel it's basically a suppressed rifle minus the suppressor.

    When it comes to .22, I have about 7 or 8 different go to ammo's that I use. CCI SV, Velocitor, Quiet (for non semi autos), Stinger, Aguila SSS, Winchester White Box, a couple others and if there's a .22 rifle I have that doesn't like any of those, it's pointless for me to keep because it's forcing me to hunt for an ammo it likes that I'm not going to use in any of my other .22's.

    My other .22 rifles I have shoot several of my go to .22 ammo well to excellent, so they're keepers.

    I'll have to think about whether the Marlin being good with Quiet is worth it. The plastic stock is the cheapest plastic I've ever felt on a gun, the iron sights were awful, the tube magazine malfunctions when a certain number of .22 Shorts are in it. If I could go back in time, I would have bought a Henry instead.
     
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