Excellent customer service experience from firearm companies

Discussion in 'General Gun Discussions' started by triplebike, Jul 31, 2020.

  1. triplebike

    triplebike Member

    Mar 21, 2010
    What gun companies have you dealt with that have given you excellent customer service? Here's mine;

    Hi-Point - Had a problem with light strikes with my 9mm carbine, called the company and explained my problem. They explained that they knew exactly what the problem was, one of the firing pin springs was broken. Told me it was an easy fix. They said instead of sending my carbine to them, they would send a new spring with a detailed description on how to replace it. I agreed to give it a shot. 3 days later I received a new spring set as well as a new firing pin and a complete step by step description on how to replace. When I followed their instructions they were right on, one of the springs was indeed broken. I was able to replace the springs and firing pin in less than a half hour and it did indeed solve the problem. Three days later I received a call from one of the techs asking if I had any problems with the replacement and was the problem solved.

    Ruger - Before I purchased my MKIV 22/45 light I knew that once purchased I was going to remove top rail. (was going to use open sights and I felt it would look better without the rail). I called Ruger and explained that I would like to purchase a set of screw plugs once I removed the rail. At no charge and before I even purchased the gun I had the screw plugs mailed to me at no charge. I purchased a used EC9S and I always replace the recoil spring on used purchased firearms. Called Ruger and a replacement was mailed to me at no charge within a few days. After firing my two MKIV's about 3000 rds each, I called Ruger and wanted to purchase new recoil springs for both. I told Ruger that there was nothing wrong with the existing springs, had new springs in about 3 days at no charge.

    Rock Island Armory - Purchased 9mm 1911 was having a problem with the slide lock not locking slide open after last rd fired. Called RIA and explained the problem, received a new slide lock a few days later, problem solved.

    EAA - Purchased a used SAR B6P 9mm. One of the metal guides in the frame broke. Sent it back to EAA. A week later received the firearm back repaired and they also included a new recoil spring all at no charge. No charge for repair or for shipping in either direction.
    Last edited: Jul 31, 2020
  2. Frulk

    Frulk Member

    Nov 26, 2018
    Springfield, a few years back: bought a new M1A Scout and on the 21st new factory loaded round the extractor and bolt failed (piece of the bolt by extractor broke). I'll see if I have the pic and post it up later.

    Took it in to Sportsman's after e-mailing Springfield customer service and discussing situation. They sent it in and I got it back in about 3 weeks if I remember right (maybe a few days faster). No hassle/no cost other than it shouldn't have ever happened. Gun came back with a factory new 5 round mag. Nice touch.

    Ruger: Too many interactions to mention as I buy a lot of their offerings. All of their customer service encounters have been stellar.
  3. potmetal

    potmetal Member

    Sep 22, 2010
    Thankfully, I haven't had too much experience with customer service. I usually buy from shops that take care of their customers.
    Ruger is an excellent company to deal with. Quick turnaround and dependable results.
    I have needed service on a Sar too but one of the new ones, from SAR USA. The front sight fell off a new gun, lost it in the grass. They took over a month to admit to me that they didn't have parts. They said that whenever the factory in Turkey sends them some, they'll send me one. I've got no idea how long that will be. I have that gun at a gunsmith right now to have a CZ sight put on it.
  4. Howland937

    Howland937 Member

    Mar 1, 2020
    South central Ohio
    Sig- brand new P238, front sight didn't glow at all. Called them, spoke to a guy who asked me to email him a picture in low light...5 minutes later he called back and asked if I wanted to send it in or just have them mail me a new front sight. Got a new front sight in the mail about 3 days later.

    Ruger- Had a brand new M77 mkII in .270 that wouldn't put rounds in the same zip code at 100 yards. Had already scrubbed the barrel repeatedly and put about 150 rounds in it thinking it had a rough bore and just needed shot. After I called them, they said "no, it may need broken in but it shouldn't take that long. Send it in"
    Got it back about 3 weeks later with a new barrel. No idea what they found wrong with the og barrel, bit they fixed the problem.
  5. 23tony

    23tony Member

    Jul 20, 2020
    Only ever dealt with Ruger, for a fix on my LCP (IIRC there was a recall). Easy and fast, no problems.
  6. bassjam

    bassjam Member

    Sep 9, 2014
    Ruger - my 10 year old LCP locked up on me. Called customer service, I had to pay shipping to them. The said my gun was un-fixable and sent me back a new LCP.

    S&W - I called wanting to buy a new hammer for my j-frame so I could cut it down without ruining my current one. They said they'd just mail me one, no charge.

    Those are the only two times I've contacted CS for any of my firearms.
  7. George P

    George P Member

    Jan 10, 2018
    S&W repaired my 40 year old 66 quickly and within the cost they quoted
  8. 12Bravo20

    12Bravo20 Member

    Oct 12, 2007
    The one time I had to contact S&W for parts they took care of me. I had accidentally launched the recoil rod and recoil spring from my 22A into orbit and lost both parts. I called to order the parts and their customer service replaced the parts free of charge and even sent me a package of recoil buffers.
  9. edwardware

    edwardware Member

    Feb 23, 2010
    In chronological order.
    Kimber: replaced a battered sear/hammer set in an Ultra carry; free.
    S&W: probably 8 parts requests over the last decade, spares and restoration projects; most for free.
    Ruger: probably 15 parts requests over the last decade, spares and restoration projects; most for free.
    Winchester: replaced a M70 that had aspirations to pattern like a shotgun; free.
    Colt: a few Gold Cup parts, but their customer service department is run by the DMV; paid.
  10. Archer

    Archer Member

    Dec 24, 2002
    The best customer service is... never needing it.

    But it’s good to see a lot of companies have stepped up their efforts in this area. Dillon used to be legendary for their CS (and may still be).

    H&K had a terrible reputation as far back as the mid 90’s for consumers (as opposed to law enforcement and military) but they have reportedly been stellar with everyone the past few years. My two questions to them in the past few months were handled immediately and authoritatively.

    SIG Sauer, on the other hand... very hit and miss.
  11. George P

    George P Member

    Jan 10, 2018
    Maybe it has something to do with the CEO who used to run Kimber?
  12. Buzznrose

    Buzznrose Member

    Feb 15, 2012
    SA, TX
    Streamlight: I bought and broke the TLR4 rail four times. I have nothing good to say about that model WML, but I’d package it up with a return address and Streamlight would send me a new one. The third trip back, I called and asked if I could have anything else as a replacement, including a $25 flashlight. Unfortunately, the he guy said no, and acknowledged the plastic rail had issues.
    Threw the last one away and replaced with a TLR7 that I love!

    Glock: I had a G21 that spit rounds to my face no matter what I did to stop it. Glock replaces it with another gun and no issues after that. And I’ve had a dozen Glocks and many thousands of rounds...this was the only one that ever needed to go in.

    Vortex: Had a red dot that had a short in the battery case. They replaced it within a week.

    CZ: has a CZ912 that had feed issues. Called CZ and they sent replacement parts. Changed everything out and still had an issue. After 15 minutes of discussion, they put more parts in the mail. Replaced the parts and runs flawlessly. Can’t remember all the parts, some springs, a couple internals. But easy to deal with.

    ETA: Ruger CS walked me through putting my MKIII 22-45 back together. What a hassle but the guy on the phone was great!
    Last edited: Jul 31, 2020
  13. PapaG

    PapaG Member

    Sep 12, 2010
    Ruger, #1, Remington, #2, S&W a distant #3
  14. herrwalther

    herrwalther Member

    May 1, 2013
    Good experience (one) with Walther. The thread protector fell off on my Q4 at some point while I was carrying it on a dog walk. I called them and told them thread protector fell off on my Q4 and asked where I can buy a new one. He confirmed my address and I had a new protector in less than a week.

    Worst: Smith and Wesson. Granted this is a few years ago, maybe they got better. I noticed the trigger pull on my wife's Bodyguard was high. As in above 15 pounds high (trigger scale only goes so far). I sent it back to them and they had it for 4 or 5 weeks. They returned it completely dirty with a note saying nothing was wrong with it, and they made no changes. I cleaned it and sold it. Haven't owned a Smith since.
  15. wally

    wally Member

    Jan 2, 2004
    Houston, Tx
    Great experience with:
    Charter Arms



    As I always say, "if you've never broken a gun you just ain't been shooting enough!"
  16. mjsdwash

    mjsdwash Member

    Jan 14, 2011
    Springfield Armory. They didn't help me with their gun, it wasn't needed. But they did help me get some information for a Non-Springfield1911 that didn't work. CMMG sent me some replacement parts, no questions asked. Walther USA was very helpful, but I didn't use their service. Only company that offered to pay shipping, both ways, but they did require me to send my slide in to get a rear sight replaced rather than sell me the part. Not worth the trouble for a $12 part.
    Numrich actually did contact me when a part became available, 1.5 years after I put the request in.
    I have had bad experiences with some others but I'll stick to the good.
  17. gbw

    gbw Member

    Feb 11, 2009
    Deep South
    In no particular order, all have been all I could hope for;

    Foxtrot Mike (FM) for AR parts, I won’t hesitate to use them again.
    Burris optics
    Sig (dead trigger early p365)
    Ruger (lcp ftf)
    S&W (317 cyl. Locked)
    ETA: Bushnell optics
    Last edited: Aug 1, 2020
  18. trekker73

    trekker73 Member

    Jul 19, 2020
    I dont see always see this new culture of rapid fire warranty returns as 'great customer service ' You see these kids on youtube doing reviews on anything from flashlights to GPS and they say" great item, well mine had xyz broken, but 'great customer service' for them to send me a new one". Thats not customer service, thats companies cutting corners and using customers as free production checkers. In the day 'great customer service' just meant the salesman smiled politely while he facilitated your sale... and you never had to talk to them again because the item worked as described.

    I found quality took a big dive after the GFC , companies have to do more with less to stay profitable. You get the gun, optics, GPS, flashlight etc that works you breathe a sigh of relief. And if it lasts 5 years you feel like you won the lottery. Sorry to play devils advocate on this one but more and more I am pulling my old 90's and 2000's equipment out of the draw because I know it still works...
    Last edited: Aug 1, 2020
  19. armoredman

    armoredman Member

    Nov 19, 2003
    proud to be in AZ
    I have had excellent service from CZ on the very few issues I have had over the years.

    I had atrocious service from EAA.
  20. redneck2

    redneck2 Member

    Dec 25, 2002
    Northern Indiana
    Had a Leupold scope that was maybe 30+ years old. Free upgraded replacement N/C

    I bought a set of Leupold binos that had a stripped eye piece at a very deep discount because they were defective. Got a brand new upgraded set N/C
  21. tws3b2

    tws3b2 Member

    Jul 21, 2019
    Asheboro NC
    Beretta. Bought a Beretta semi auto about five years ago. One year warranty. But, if you register it online with Beretta the warranty ups to three years. Tried every make of ammo but that thing was going to jam at least one in every mag. Most times two or three in every mag. Kept trying to " break it in " for over two years. Finally called Beretta. They sent UPS to the house to pick it up on a Thursday. Thursday the next week UPS handed it back to me. Seven days, " five working days " there and back. Worked perfect and still works perfect. Didn't cost me a dime. And that was for a cheap "$300 I think it was" u22 neos . I have to give Beretta a :) for that one.
  22. FL-NC

    FL-NC Member

    Feb 10, 2016
    Fl panhandle
    Ruger- replaced parts and/or or serviced guns free of charge that weren't 100% correct. Glock- same as Ruger, including the replacement of a Glock 17 frame that broke a slide rail after over 100,000 rounds of 9mm +p Larue- Did minor mods to my OBR and some fine tuning free of charge after I experienced some reliability issues using a suppressor.
  23. FFGColorado

    FFGColorado Member

    Mar 2, 2020
    Henry-EXCELLENT. Son's BigBoy broke a firing pin, back in his hands in less than 10 days..and with every 'best', gotta have a 'worse'..

    Moosberg..bought a MVP online(maybe part of the problem)..fixed sights, front and rear, not mounted on centerline of barrel but off right to about 12:15..lotsa of pictures later, obvious pictures..gent basically said, 'looks ok to me'.."but send it in..and you'll get it back in 8-10 WEEKS..."
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