Marlin customer service...

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375supermag

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Hi...
About six weeks or so ago, I purchased a Marlin lever action rifle in .44Magnum, new in box from a large local gun shop.
Nice looking rifle, metal to wood fit pretty decent all things considered not a bad looking rifle.
Unfortunately, I couldn't hit anything with it at as close as 50yds when shooting at steel plates. Bullets would hit all around...left, right, high, low. Handloads, factory rounds... didn't matter. Shot it at paper targets...at 15yds it was keyholing almost every bullet.
Used a bore light to look at the Rifling and it looked really funky. Wavy appearance.

Took it back to the gun shop where I bought it. They told me that I would have to deal with Marlin on my own...they would not get involved. Pretty crappy customer service considering that I have been buying guns, reloading supplies and hunting clothes and boots there for decades.

Anyhow...I took it to another shop that specializes in cowboy action type firearms(although not exclusively). I have also been a steady customer there for at least 15 years. I talked to the owner and he examined the rifle and agreed the rifling looked strange. He agreed to send it back to Marlin for examination and repair.

Got a call yesterday that my rifle had been returned and was ready to pick up.
Turns out they had to replace the barrel...they sent a test target back with it but the shop misplaced it.
The rifling looks proper now so hopefully it will shoot accurately.
Will be testing it out this weekend.
This is not an attempt to slam Marlin just reporting my experience. Any manufacturer can turn out a substandard product on occasion...it happens.
At least they addressed the problem and hopefully resolved it and in a fairly short period of time.
 
I had one of those too! Perhaps not as bad as yours. It had the “fuzziest” looking bore I’d ever seen from all the tool marks. I sold mine. I didn’t think they’d replace mine. It shot ~5” at 50yds with an assortment of jacketed bullets. It actually shot “ok” with some Lee 240gr TLSWC coated, in .44spl at low velocities.

It was a nice looking gun...
 
I have only had one interaction with customer service. It was very friendly and efficient. When I got my 1895SBL the stainless steel hammer extension was in the box wrapped up with the other goodies. When I got my 336SS it was missing. I called them up and a few days later I had the stainless hammer extension. My boss, after shooting my 336SS, decided he needed one. It too was missing the hammer extension. He called them up and was told the stainless piece was not currently available. So, a few days later he had a blued steel extension. BTW, several companies make hammer extensions, RPP, Uncle Mike's, GrovTec for a few.

There was a thread here somewhere about a poor fella with a new Henry that had a chamber that was especially rough. Today, regardless of where the gun comes from, I would do a very careful inspection of it before taking it home and before going on the hunt for a new gun, educate myself on their issues, peculiarities so I can evaluate the prospective purchase.
 
Hi...
My son and I shot the newly rebarrelled Marlin .44Magnum lever action today.
The rifle functioned flawlessly and groups out to 25yds on paper were acceptable after a few sight adjustments with zero keyholing. I did not measure the groups yet...target board is in the garage. Probably put a tape measure on it tomorrow if I remember.
Then we shot it at steel plates at 25yds. Probably fired close to 50-60 rounds with only a couple misses which were totally the operators fault.

Still need to do some serious longer range shooting to see what kind of groups we can expect with this rifle. That will probably mean a few more sight adjustments before we are satisfied.
 
Hi...
Need to resurrect this thread... unfortunately.
I have had this Marlin rifle out to the range a few times since it was rebarrelled.
The accuracy out to 25yds has been decent with a couple of handloads with cast LSWC and Hornady XTPs.
I haven't been able to shoot it beyond 25yds yet.
Now for the unfortunate part...
This past weekend my son was shooting steel plates at 25yds when the front sight launched off the rifle.
An iron sighted rifle without a front sight isn't much good for anything. The rear screw on the front sight is no where to be found. The good news is it didn't shear off...it just is gone. The front screw under the post remains...it didn't shear off either.

I called Marlin customer service and told them what happened and asked for a replacement set of front sight screws.
After I provided the serial number and about a five minute wait listening to music on the phone, the said they would be sending me a new set of front sight screws at no charge.
That's the good news.
The bad news is they indicated it would be 2-3 weeks until they arrive.

I am starting to believe that this rifle is cursed.

I really want to like this rifle but it's hard to like a rifle that I have owned for a couple or three months and can't shoot.
 
375supermag said:
Hi...
Need to resurrect this thread... unfortunately.
I have had this Marlin rifle out to the range a few times since it was rebarrelled.
The accuracy out to 25yds has been decent with a couple of handloads with cast LSWC and Hornady XTPs.
I haven't been able to shoot it beyond 25yds yet.
Now for the unfortunate part...
This past weekend my son was shooting steel plates at 25yds when the front sight launched off the rifle.
An iron sighted rifle without a front sight isn't much good for anything. The rear screw on the front sight is no where to be found. The good news is it didn't shear off...it just is gone. The front screw under the post remains...it didn't shear off either.

I called Marlin customer service and told them what happened and asked for a replacement set of front sight screws.
After I provided the serial number and about a five minute wait listening to music on the phone, the said they would be sending me a new set of front sight screws at no charge.
That's the good news.
The bad news is they indicated it would be 2-3 weeks until they arrive.

I am starting to believe that this rifle is cursed.

I really want to like this rifle but it's hard to like a rifle that I have owned for a couple or three months and can't shoot.
Click to expand...

Good luck! In a week Marlin will very likely have a new owner. Hopefully that does not end up dinging you.
 
yeah, really bad timing. My 336 (it's not new, jm, yadayada) has had issues with the front sight as well. I am on the third one I believe. I had to put a shim under it to make the screw stay in there. Hopefully it will hold, I'm taking it on an expensive hunting trip next month (lord willing). I have heard from a lot of other people that the front sights give them problems. I'll definitely bring the Henry as a backup. I know that to some on here a Henry isn't a real lever gun because of the side loading gate issue (doesn't have one), but it also doesn't fall apart, knock on wood.
 
Whenever I purchase a new rifle or firearm, almost without exception regardless of who manufactured it, I take it apart and fully clean it. I then inspect all parts and if needed "improve" them as in removing burrs, tool marks and essentially finish the product. I then reassemble the firearm and using appropriate thread locker on "trouble" screws or screws that are known to loosen in use (from research or experience) I clean those threads and install the components. Front sights are one of those items that are rarely ever removed during cleaning and therefore get at least Loctite 242 and torque appropriate to the thread size and type. An example is a old Ruger Blackhawk in .45 Colt, bought by me for my father in 1978. One trip to the range, it nearly came apart! Once home I took the damn thing fully to pieces and rebuilt it and assembled it with thread locker as appropriate and correct torque regardless. In the years since, despite "bear" loads, heavy reloads and many rounds, nothing has rattled loose on it again. It is a good revolver, I could have sent it back to Ruger for them to fuss with but such things were slower then than now.

You will get the new screws from Marlin, Midwest Gun Supply may have some for a few bucks if in a hurry, install with 242, go shoot your rifle and be happy. Put some 242 on the bottom forward action screw and the one on the side while at it.

It is a shame that nearly all new guns are "kits" but at least they are preassembled for me so I have an example of what they are supposed to look like before I finish them. Awful nice of them to do that for us is it not! They could just put all the parts in the box and let us put them together ourselves from scratch, bless their little selves for being so nice.
 
The LGS where you bought the rifle should have sent it back for you. I’m tolerant of mistakes and errors from manufacturers and retailers. I’m totally intolerant of bad customer service which is how I classify your experience with the store where the rifle was purchased. I would not purchase from them again unless it was my only option.

This thread and others in the same vein always make me think of Camera Land. Even though it happens very rarely I’ll pay more to purchase from Camera Land if they are higher than another dealer, because of their customer service.
 
cdb1 said:
The LGS where you bought the rifle should have sent it back for you. I’m tolerant of mistakes and errors from manufacturers and retailers. I’m totally intolerant of bad customer service which is how I classify your experience with the store where the rifle was purchased. I would not purchase from them again unless it was my only option.

This thread and others in the same vein always make me think of Camera Land. Even though it happens very rarely I’ll pay more to purchase from Camera Land if they are higher than another dealer, because of their customer service.
Click to expand...
Hi...
Totally agree about the LGS not sending the rifle back.
Very disappointing as I have bought multiple firearms there over the decades.
They may have saved themselves some minor hassle sending it back but the sales they have lost from myself and my son will be substantial. They will still get our business for reloading supplies as they are the cheapest in the area on primers and powder but we won't be buying any more new firearms there even if it means paying more at a different shop.
 
3Crows said:
Whenever I purchase a new rifle or firearm, almost without exception regardless of who manufactured it, I take it apart and fully clean it. I then inspect all parts and if needed "improve" them as in removing burrs, tool marks and essentially finish the product. I then reassemble the firearm and using appropriate thread locker on "trouble" screws or screws that are known to loosen in use (from research or experience) I clean those threads and install the components. Front sights are one of those items that are rarely ever removed during cleaning and therefore get at least Loctite 242 and torque appropriate to the thread size and type. An example is a old Ruger Blackhawk in .45 Colt, bought by me for my father in 1978. One trip to the range, it nearly came apart! Once home I took the damn thing fully to pieces and rebuilt it and assembled it with thread locker as appropriate and correct torque regardless. In the years since, despite "bear" loads, heavy reloads and many rounds, nothing has rattled loose on it again. It is a good revolver, I could have sent it back to Ruger for them to fuss with but such things were slower then than now.

You will get the new screws from Marlin, Midwest Gun Supply may have some for a few bucks if in a hurry, install with 242, go shoot your rifle and be happy. Put some 242 on the bottom forward action screw and the one on the side while at it.

It is a shame that nearly all new guns are "kits" but at least they are preassembled for me so I have an example of what they are supposed to look like before I finish them. Awful nice of them to do that for us is it not! They could just put all the parts in the box and let us put them together ourselves from scratch, bless their little selves for being so nice.
Click to expand...
3Crows said:
Whenever I purchase a new rifle or firearm, almost without exception regardless of who manufactured it, I take it apart and fully clean it. I then inspect all parts and if needed "improve" them as in removing burrs, tool marks and essentially finish the product. I then reassemble the firearm and using appropriate thread locker on "trouble" screws or screws that are known to loosen in use (from research or experience) I clean those threads and install the components. Front sights are one of those items that are rarely ever removed during cleaning and therefore get at least Loctite 242 and torque appropriate to the thread size and type. An example is a old Ruger Blackhawk in .45 Colt, bought by me for my father in 1978. One trip to the range, it nearly came apart! Once home I took the damn thing fully to pieces and rebuilt it and assembled it with thread locker as appropriate and correct torque regardless. In the years since, despite "bear" loads, heavy reloads and many rounds, nothing has rattled loose on it again. It is a good revolver, I could have sent it back to Ruger for them to fuss with but such things were slower then than now.

You will get the new screws from Marlin, Midwest Gun Supply may have some for a few bucks if in a hurry, install with 242, go shoot your rifle and be happy. Put some 242 on the bottom forward action screw and the one on the side while at it.

It is a shame that nearly all new guns are "kits" but at least they are preassembled for me so I have an example of what they are supposed to look like before I finish them. Awful nice of them to do that for us is it not! They could just put all the parts in the box and let us put them together ourselves from scratch, bless their little selves for being so nice.
Click to expand...

Hi...
When the new screws get here they will be loctited in place.
I had planned on buying a new lever action carbine in .357Magnum. I don't believe it will be a Marlin considering my experience with this rifle.
I will probably go with a Cimarron despite the higher cost. I have a really nice Cimarron 1873 lever action .45Colt, so I know a little bit about their rifles.
 
375supermag said:
Any manufacturer can turn out a substandard product on occasion...it happens.
Click to expand...

Absolutely! I worked for a company routinely dealing in microns...and delivering. That said, sometimes something happens.

The difference between a good company and a bad one, is how they deal with the “oops”.
 
Nothing is worse than a sight falling off during a range session... unless it falls off while hunting :eek:.

I had the front sight of one of my Garands slide off while a buddy was shooting it. Naturally it fell into shale that perfectly matched the parkerized finish of the sight... so it was lost.

A matching replacement sight and screw cost me $45.00 shipped :(.

Stay safe.
 
375supermag said:
Hi...
Thanks for the information.
Hopefully Marlin will come through with the screws in a relatively timely manner.
If not, then I will be purchasing a set of screws.
Click to expand...

Hi...
Well Marlin came through in good time.
Front sight screws showed up in the mail today.
Hopefully will get the front sight reattached later today.
 
375supermag said:
This is not an attempt to slam Marlin just reporting my experience. Any manufacturer can turn out a substandard product on occasion...it happens.
At least they addressed the problem and hopefully resolved it and in a fairly short period of time.
Click to expand...

I bought an 1894 SBL last year and when I too it to the range, it fired everything FAR right. No amount of sight adjustment remedied it. I got in touch with Marlin/Remington and to their credit they asked me to send it back, pretty much immediately. I returned it to them and they ended up sending me a whole new gun. Clearly they have some quality issues, but at least they made it right. Really like the gun, especially now that it shoots well.
 
I can’t say that I blame the shop for not wanting to be involved in sending a gun in for repairs to a company that is in the middle of being ripped apart and sold at auction. They should have made you well aware of the current business situation and offered any alternatives and left the choice up to you.
 
I don't think I have ever involved the gun shop in my warranty issues. I just contacted the manufacturer and went from there. Normally, I can get them to send me a shipping label to drop it off at UPS/Fedex and they will send it back directly to me.
 
And Marlin being sold to a new owner (Ruger) will probably mean no further warranty repairs. Legally I don't think a new owner is responsible, unless they sign a contract for liabilities all ready incurred which is extremely rare !
 
Gordon said:
And Marlin being sold to a new owner (Ruger) will probably mean no further warranty repairs. Legally I don't think a new owner is responsible, unless they sign a contract for liabilities all ready incurred which is extremely rare !
Click to expand...
My first thought was the same. My second thought was maybe Ruger will honor warranty repairs as a public relations coup. We’ll see.
 
375supermag said:
Took it back to the gun shop where I bought it. They told me that I would have to deal with Marlin on my own...they would not get involved. Pretty crappy customer service considering that I have been buying guns, reloading supplies and hunting clothes and boots there for decades.

.
Click to expand...

Why bother with going through a local dealer if they can't offer you something above what the lower priced online retailers offer?
 
375supermag said:
I try to support the locally owned gun shops.
Apparently I shouldn't expect them to appreciate that they need customers to stay in business.
Click to expand...

I'll support good local businesses, but they have to be better in some appreciable way if they want me to pay more than I would online.
 
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