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Interesting Call to Colt

Discussion in 'Handguns: Autoloaders' started by sleepyone, May 31, 2012.

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  1. sleepyone

    sleepyone Member

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    I can see why Colt has less than a stellar reputation these days in some circles when it comes to customer support and 1911s. I just placed a call to inquire why my hammer spring tension is twice as stiff as my other non-Colt 1911s, and also asked what pound their hammer springs are. The young lady who was "helping" me said they could not diagnose the problem over the phone and that I needed to send my gun in for service. I said I just want to know if that stiff of a hammer spring is normal or not. If you say no, I may indeed send my gun in. If it is, I'll move on. She repeated her script about sending the gun in. So I asked her can you at least tell me what pound the factory hammer springs are. She did not know of course, so she put me on hold for several minutes while she asked someone in another department. She came back and said Colt does not release that information. I laughed and said why is it top secret? I had to hang up at that point.

    I own several Smith and Wesson rifles and handguns and have called with general questions over the years and they have always been happy to answer any question and never said send the gun in as a first response. I have never been stonewalled like that with any other gun manufacturer. I'm wondering if I should have bought a Smith and Wesson 1911 instead. It was on my list of choices. Very frustrated.
     
  2. Ruger Redhawk

    Ruger Redhawk Member

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    I had a similar experience with Polaris's (ATV) CS. I would have been better off talking to the wall. All she knew how to say was take it to your dealer.All I wanted was the revised P/N for the belt cover. I ended up hanging up on her. A few months later I sold that Polaris.
     
  3. JimStC

    JimStC Member

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    Don't give up on your Colt 1911 yet. If I were in your position I would take the pistol to my gunsmith, have a good trigger job done and move on. Sure you are spending $$ you shouldn't have to unless you are like me: all my pistols have trigger work. Nothing extreme, just smooth the pull......
     
  4. hentown

    hentown Member

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    Colt has had just about the worst reputation there is or C.S. for ARs, also. They make nice ARs, but their AR-related C.S. is the pits.
     
  5. sleepyone

    sleepyone Member

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    Oh, I'm not giving up on my Colt. It is extremely accurate. I can't shoot it worth a crap yet, but my best friend can shoot lights out with it. I'm still getting used to the Novak sights. I'm used to target sights on my Dan Wesson Expert Model where point of aim is at six o'clock. These sights are bullseye sights where the point of aim is on top of the target; at least that is what I was told and how my friend was aiming to get single hole groups.

    The trigger is not all that bad, but I just wanted an answer from Colt on why their mainspring is so much stiffer than other 1911s and what pound the spring is. To spend $1,000 on a pistol and then have their customer service treat you like that is inexcusable. I'm convinced though that my next handguns, 1911 or otherwise, will be Smith and Wesson mainly because of their customer service.
     
  6. JimStC

    JimStC Member

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    Sleepy,
    At that price point consider a Baer. A bit more than $1k but a great pistol. I have two and my Will says to bury me with them:D
     
  7. sleepyone

    sleepyone Member

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    I had a Baer and had to sell it a couple of years ago. :( Bought it in like new condition for $1,500. I still lament the loss of that pistol.
     
  8. JimStC

    JimStC Member

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    Hey, everyone that has owned a gun has experienced seller's remorse no matter what the reason for the sale. I can count at least 6 times where after the sale I have asked myself "why?" .
    If it was a matter of financial necessity, then props to you for doing what you had to do...... You will find another.
     
  9. PRM

    PRM Member

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    Hate to hear you had a bad experience. Maybe you got a new employee???

    I've been dealing with the Colt Custom Shop for over 20 years. As recent as September 2011. I've always had very positive results. I shoot and collect SA and DA Colt Revolvers. Can't say as I would want anyone else working on mine.
     
  10. Urban_Redneck

    Urban_Redneck Member

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    I think you had unrealistic expectations. Colt has been making that gun for a 100 years. Liability concerns aside, I'm sure in their eyes, it was perfect when it left the factory.

    My $0.02
     
  11. Old Fuff

    Old Fuff Member

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    Brownells, at (www.brownells.com) can fix you up with a mainspring, either Colt's or an aftermarket one.

    Your problem (if there is one) may be that the spring is binding in the mainspring housing's hole. It is a simple job to remove the housing, take out the internals, and lightly polish the hole. This, followed by proper lubrication can work wonders.
     
  12. DMH

    DMH Member

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    I hesitate to reply, but hope this may help regarding customer service at Colt. I have dealt with Colt on a 1911 New Agent and a Colt ssa in 32-20 Talked with Alex Lopes and he always returned e-mails and kept me informed. He is not the one directly working on or repairing the firearms, but he was accurate with the information he provided. The 1911 I have did have to go back to Colt for service. They polished the feed ramp and adjusted the ejector spring. He said it would take two months from the time I sent it in till I got it back. It was seven weeks. They covered shipping both ways, insurance and repairs. I was very happy with the end result. This repair could have been done at a local gunsmith on my dime, but I felt it was Colts responsibility to make it right. Giving them the opportunity to correct the function of the firearm. Customer Service was not intended as a repair help desk. Different degree of talent needed to manage help/diagnoses vs, just getting year, make, model and warranty information. Specification information over the phone can be a liability issue depending on the situation. I do not know what or if Colt has a policy for this. You could always ask to talk to someone else.

    DMH
     
  13. Hangingrock

    Hangingrock Member

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    My reply is not meant to confrontational or condescending. That said I would have handled the subject as the Colt representative did by requesting that you return the firearm for their inspection. From a manufactures viewpoint that’s an understandable position in view of product liability. From a customer satisfaction perspective you are damned if you do and damned if you don’t. Most manufactures strive to satisfy the customer with in reason.
     
  14. Pilot

    Pilot Member

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    I would call back and ask for a technician, and ask the same question. They may have a policy for non-technical employees to not answer technical questions, but at least she should have offered to transfer you.
     
  15. Skylerbone

    Skylerbone Member

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    If I may, how did you ascertain that the hammer spring was heavier in the Colt than in other brand 1911s?
     
  16. Skribs

    Skribs Member

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    He wasn't saying it was broken. He was saying "this is different than my other 1911s, is this the factory standard for your 1911 or is there something wrong." His expectations were that they are able to say what the weight of the hammer is, so he knows if it's working-as-intended or needs to be sent in.

    For a company to claim that something that trivial is under nondisclosure baffles me. It's something that another company can EASILY figure out, so its not like Colt is keeping some trade secret.
     
  17. Jim Watson

    Jim Watson Member

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    What was the part number for that ejector spring and where is it located?
    I cannot find one on my Colt.
     
  18. hentown

    hentown Member

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    Bet he wasn't dealing with the Custom Shop. like you were. If you call Glock and talk with a receptionist, you probably won't get a lot of cogent technical information! :)
     
  19. DMH

    DMH Member

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    Jim, I apologize for using the word spring in my post. They adjusted the tension of the extractor or replaced the extractor to hold tighter on the case rim. I'm not a gunsmith and I made a error in terminology.

    DMH
     
  20. Jim Watson

    Jim Watson Member

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    You would have to go deep in the company to find anybody who knew the poundage rating of the mainspring, unless you happened upon an enthusiast. An OEM spring is specified as to the diameter of the wire, the diameter of the coil, the number of turns, and the free length. A pound rating is a consumer catalog term that may well have been originated by Wolff for replacement springs, to give a single number per item.
    "Does not release" is likely coverup for "Nobody knows or much cares."

    As to the "send it in," everybody is eaten up with timidity and fear of liability.
     
  21. SharpsDressedMan

    SharpsDressedMan member

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    Logic is not reigning at Colt Mfg, apaprently. Instead of asking for the return of the gun, and basically ignoring the question at hand (spring tension), they should have just found someone at Colt to answer the question. It would tentatively avoid the addition of another gun to their workload, and save the OP 3-4 months of waitng and shipping expense.
     
  22. Hammerdown77

    Hammerdown77 Member

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    That's a typical response from the "front desk folks" when you call a gun company. Risk of liability is so high nowadays that they are extremely hesitant to give you any information to DIY your gun into a potentially unsafe condition.

    You have to remember, they have to consider the lowest common denominator customer (read: morons), and while that may not be you, they have no way of knowing that.

    I saw in another thread that you are comparing your Colt's hammer cocking effort with a Dan Wesson. Colts come with a factory standard 23 lb. mainspring. Often, people swap out to a lighter mainspring in an effort to reduce trigger pull weight (it doesn't really make that big of a difference in that area). If your DW has a 18 or 19 lb. mainspring, or lighter, then that is what you might be feeling.

    I'm hesitant to believe there is something wrong with your gun, based on the fact that it shoots and functions well.

    If'n it were me, I wouldn't worry about it. You're getting wrapped around the axle for nothing.
     
  23. TimboKhan

    TimboKhan Moderator

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    Personally, I feel like Jim Watson probably hit the nail on the head. Gunnies are fascinated with stuff like this, telephone cs reps are not. Someone there obviously knows the answer, but it isn't the girl on the phone or anyone in the call center!!!

    Sent from my DROID RAZR using Tapatalk 2
     
  24. Skribs

    Skribs Member

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    But I'd expect someone at the call center to have access to that information, whether it be via documentation or a SME they can contact. I work at an IT help desk, and there are lots of calls that I don't immediately know the answer to, but I always know who to call to find out.

    Even still, "we don't disclose that information" is a bit ridiculous. It would be like me calling a movie theater and asking "how many seats do you have in theater 5" (say I wanted to do a large youth outing or have a business meeting) and them replying "that's sensitive company information."
     
  25. Skylerbone

    Skylerbone Member

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    Haven't read my Colt Owner's Manuals but I would bet somewhere in there are directions for slide removal and cleaning procedures. Most other manuals I've read halt the owner at this step and do not recommend further disassembly, another possible reason for not referencing the spring "weight". The print I have mentions only the acceptable limits based on compressed length.

    If you care to experiment a bit, call up the other manufacturers and ask what their OEM weight is and why.
     
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