Marlin Firearms CUstomer Service , A thumbs down

[nathan]

Customer Line 800-544-8892 is always busy and dang lucky if you get hold of them. I have to call first thing in the morning the next day to get through last Dec 13. And the lady who took the order was rude and sounded in a hurry. I ordered two small parts for my 880 SQ .22 LR rifle and they charge me addtl tax and $ 8 shipping. The parts came in a USPS envelope but shipping stamp was only $ 1.17. The receipt inside did not say the cost of tax and shipping only the parts charged which is $ 16 but i was charged total $26 in my credit card . Hmmm, theres something fishy about it. Its a rip off to say the least. Im not happy with their style of doing business. To add to that, I received two envelopes aside from the one i ordered. The other had my name and address on it but inside the parts and receipt was for another person. This seems to show they are disorganized and have sent it to the wrong person. Now I m trying to contact them several times and the line is always busy. ANyone have the same problem ?

They make good products but they need improvements in customer relations. No wonder this company seems to be going down.

 

[countryrebel]

I have a marlin 1894 44MAG that I had to send back because the barrel was not installed correctly (was not straight up 12 o clock). I had the same problem, it took me forever to get through and the lady definitely had somebody **** in her Cheerios that morning. I do not care if you have a bad day or not you should be polite to people, especially if your dealing with a faulty product.

 

[woof]

For years I have heard nothing but good about Marlin's customer service. I hope this isn't the beginning of a new company attitude.

 

[JohnBT]

I'm not surprised at all. John

Dec 27, 2007 ... Remington Arms, founded in 1816, buys Marlin Firearms Co. ... Inc. will acquire Marlin Firearms Co. in a deal that brings together two U.S. ...
www.iht.com/articles/ap/2007/12/27/business/NA-FIN-COM-US-Remington-Arms-Marlin.php

 

[97guns]

this is the 2nd thread in a week that ive seen about poor customer service.

 

[SGW42]

Didn't get a manual with my NIB rifle awhile back, had to call. Sure I can get one online but I like to have hard copies and what I really wanted was the registration card on the front. Called in Monday morning and it took a few tries to get someone. Woman on the other end was nice enough and transferred me to a voice mail box where I had to spell out my address. I just chalked it up to calling on a Monday morning when they've been closed all weekend.

Got the manual in the mail pretty fast but the registration card was torn off. Had to send them a letter with all my information, explaining the situation, in hopes they would take it instead of the card. Never heard back from them, so I can only hope they accepted the letter in the card's place in case I have any problems in the next five years.

 

[hghpwr308]

Not good, I have wanted to get a marlin 44mag lever for a long time. It'll replace my winchester 94AE 44mag when it breaks or wears out. The marlins I've seen are far better than the winchester I have now in quality.

I have a Henry Golden Boy 22lr, bought it new and the rear sight, a Marble semi buckhorn, was off center. The dove tail wasn't cut off center - thankfully the sight was out of alignment. I emailed Henry and the owner/president Anthony Imperato answered my email saying he was sending a new rear sight no charge. Concerned that the dovetail cut was off himself, he asked that I follow up once I'd installed the sight. Above and beyond good customer service - perhaps I should change the marlin 44mag over to a Henry Big boy on the wish list.

 

[springfield1]

Myself included say that their service line bites. I ordered some misc parts 12-29 for a older model papoose (trigger gaurd and ejector/magazine latch). I gave the part number and serial number off the gun . I questioned the service rep as to if the newer gun trigger gaurd would interchange and they specifically said no.Well yesterday I received my package and guess what I had the invoice inside for both items , but no ejector/magazine latch and the trigger guard was the newer model. Dang the part I really needed was not even in there and the other was not correct. So after a total of about 3 hours on the phone ordering the first time.I now have to wait till monday to try to get through again. I understand that they are busy due to xmas, but if your taking your time it should be rightthe first time.

 

[AirForceShooter]

And I had great service from them. I wonder if it was part of the Christmas crunch??

AFS

 

[mainmech48]

I haven't had to deal with a problem on a Marlin for several years. The last time was to order a replacement ejector for my old M-39M when that little flat-leaf spring finally wore out and broke. I had no problem getting through, the person on the 'phone was pleasant and courteous, and I got my part within a week.

Just a guess, but I'd bet that CS got "consolidated" when Remington took over and a bunch of folks were let go. I'd also reckon that the relative few who survived the purge are being expected to handle two or three times the volume of work in the same time frame as they used to.

If she were harried enough over a long enough period, I'd bet that even Mother Theresa might get a bit snippy. Heck, I'll bet even you guys might get cranky or make a mistake if you had your workload doubled, especially when times are this tough.

At least you weren't talking to some clown in Mumbai or Calcutta....yet.

 

[Furncliff]

I ordered two parts for a Marlin 60 couple of days before christmas. Took many tries to get through and when I did the lady on the phone was hmmm.... not very hospitable. Manufacturers don't seem to get the fact that you don't get many chances to present the company in a positive way.

One of the two parts would not fit, could not fit, any Marlin 60. But then I received the same part from, Brownell and Numrich. I guess I'll put the broken one (bolt release lever) back in my rifle.

 

[L-2]

I'll need to call on Monday morning as I found out the hard way Marlin's customer service line is only available until noon on Fridays.

I just need to check status on my brand new 1894SS which didn't work out of the box (Marlin Jam). I thought the problems would have been worked out in 115 years.

 

[rich636]

I do love Marlin rifles but they should take a lesson from Ruger or S&W, they have both been top notch with customer service in my experience. Happily shipped parts (broken springs & lost screws) free at no charge. I thought Ruger's was so good I wrote them a letter and they in turn sent me some patches and decals.

My Guide Gun's stock broke while shooting it, just split at the neck. I had to ship the broken pieces to them which was a little bit annoying, I guess they can't just mail free stocks though. Then they mailed me one back about 3 weeks later that didn't have the sling stud installed like the first factory one did, just a hole. I would say their CS is functional but does not match their product.

Surprisingly, my dealings with Century Arms have been very pleasant. Albiet, they just send you more defective parts to replace the defective ones you complain about.

 

[RobJR]

Marlin Firearm Service

I am glad to hear someone has actually spoke to a live one at Marlin. I would have settled for an angry customer rep. Purchased a Marlin 1895CB after Christmas 08 that has feed and jam problems. The gun has been shipped back to Marlin but I have yet to talk with anyone. Hope the gun makes it. First and last Marlin/Remington.

 

[MCMXI]

At least you weren't talking to some clown in Mumbai or Calcutta....yet.

Can you imagine that?!!

I had EXCELLENT service from Marlin last year. I spoke to a nice woman to complain about the cracked stock on my 1894 ... she sent me a new one, no questions asked, and I received it less than a week later. I then called her back the following week to complain about the barrel being scored. I shipped the rifle to Marlin and had it back in less than three weeks ... with a new barrel. I call that great service. I bought two more Marlin rifles after that.

 

[RobJR]

Marlin Support?

As of this posting, I have yet to speak with Marlin customer Service. I too will hate the day when I have to depend on service from a foreign country. Hopefully all will come out great and Marlin will fix my rifle. I will give a honest update when I receive my gun back from the Marlin service department. Guess I was a little disappointed in my last posting.

Thanks for the response.