Mossberg Customer Service

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Aug 13, 2008
Where West meets South, Texas
The extractor for my Mossberg 100ATR was broken so I needed a new one. I called the Mossberg parts and accessories number and spoke with a rep after 3 minutes of hold time or so. He was difficult to understand, I still don't know if he was just talking really fast, or if he had an accent, but regardless. I told him I needed to order an extractor, and he asked for the serial number of my firearm and I obliged. He asked for my name and address and said, "We'll get that shipped out to you right away." End of conversation.
I called back today, maybe five minutes ago to see if my order was placed since he didn't ask for my credit card information or any way to bill me. I was informed that it was a warranty part and would be sent by US mail. End of conversation.
Is this typical of firearms manufacturers? I had a warranty claim from CZ and I had to ship my CZ-75 up to Kansas, for Mossberg, there were zero questions. Mind you, the CZ needed some machining (unknown to me at time of shipment), and I had to pay 80 bucks to have it shipped. Like I said though, no one asked me a single question about the Mossberg.
Was it just because an extractor isn't worth their time/money for an investigation or any inquiry into the legitimacy of the claim.
By the way, I never even suggested that it should have been covered under warranty as it was completely my fault.
Some gun companies are like this all day long, but not all of them.

What I find odd is that other industries, apart from ammunition, firearms, and accessory manufacturers, don't have a level of customer service anywhere near what we enjoy in this industry. I've had broken appliances, electronics, computer equipment, automotive, etc. and I've had to deal with those manufacturers. Their customer service pails in comparison to that of Leupold, Springfield Armory, Smith & Wesson, ect. Imagine if any other industry gave their customer's that kind of attention.
Most companies in this industry that I've dealt with are great.

On your deal-
The extractor is a fairly inexpensive part, that doesn't take any special tools or a high level of training to change.
It also isn't a life threatening/safety issue/high liability type of part either.
They probably figured it'd be cheaper just to give it to ya than have one of their techs change it
and go through all the paperwork and expense (to them) involved.
Plus, its great advertising that can't otherwise be bought at any price.

If it was a part that could hurt someone if installed wrong- you wouldn't have had it given to you.
And some parts, they won't even sell except to a graduate of their gunsmithing school.
I have called Mossberg's customer service twice to order parts that I broke. :(

However, both times they were great to deal with. Just told them the part I needed, and they got my address. Shipped both pieces to me free of charge.
That's refreshing. As CoRoMo said, it certainly isn't like that with all companies/industries. I have had to call customer service for many things, many times, and the firearms industry (and it's accessory-selling affiliates) is by far the best.
My mossberg 500 didn't ship with the swivel studs, so I emailed CS and they shipped it right away. No questions asked. Very pleasant people at OFM.
They've proactively discounted parts I ordered and have sent me a part for free. They also had long lead times on one part once, shipped me one item when i ordered two, and blued a barrel I sent in to be PORTED (but sent me a UPS call-tag to return it).

FN, when I was putting a magazine safety BACK into a used gun it had been removed from, sent it with a bill basically not expecting to get paid their $3.00 or whatever it was...

I spoke with a mossberg rep at the shot show about shells sticking in my 500. He said the problem may be the extractors, and I had a new set in my mailbox within the week without even asking for them.

Extremely good CS IMO.
I'll throw Ruger into the Good Customer Service category.

I decided to take my Super Redhawk apart one day. There's a certain spring in the trigger group that'll launch if you're not carefull. launched.

On the phone with credit card in hand, I explained to the gal that indeed, I was responsible for losing the spring.

"No problem, we'll send one right out."
"No charge?"
"No charge sir."

Hmm.. I've never called Mossberg but I have a friend who bought a Ruger LCP a while ago. Maybe a month after he got it (or when he first took it apart) he noticed one of the recoil springs looked slightly bent, and wasnt sure if it was supposed to be or what. Called Ruger up, and the guy said he didn't really know without looking at it, but to be safe they'd just send out a replacement spring no charge. :)
As I am reading this I am wondering to myself, being a smart butt: No wonder they are so nice think of the industry they are in. If they aren't pleasant and have good CS then the person they are talking to might come after them with a GUN! lol sorry I just thought this was kinda funny.

On topic however, this is good to know bc both my hubby and I want Moss.
I have had good service with Mossberg. My plug broke for my 20 gauge 500. They asked if i had any more shotguns from Mossberg. I told them 3, and they sent a new plug for every gun I had of theirs. No questions asked.
Good Customer Service:

That may be the best advertising there is---
It can't be bought at any price,
but don't cost the manufacturer much more than 'toll road change'..

See how it works?
Apparently Mossburg knows it's extractors are subject to failure.........
If you call up, tell 'em your's broke---
they put another one-- that cost them about 47 cents, in a envelope--
Stick a 50 cent stamp on it...

And for about a dollar:
You're thinking how great they are...
All of us here...We're not talking about how they sold somebody a cheap, junky shotgun-
or more nearly made & sold thousands and thousands of cheap, junky shotguns to other guys like us..

We're all clapping our hands, and thinking how wonderful they are for providing the part and letting you fix it yourself for free.....
Instead of paying a warranty repair station $100 to do it- after you drove over & handed it to them.

This was going so well for Mossberg----
Right up until they didn't actually send you the 29 cent part to fix a shotgun they already knew to be prone to failure.

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Just think how many gun owners read this forum. Good customer service is cheap advertising.
A bad write up will keep hundreds of folks away.
Ruger is my favorite for cust. service. Many scope mfg'rs have excellent customer service, also. Millet, Bushnell, Weaver are great..... No, wait, they're all the same company (I think). :rolleyes:
The extractors on the ATR100's, and the 4X4's are fairly weak to begin with. If you mistakenly insert a reloaded round that was not sized down enough, and it sticks in the chamber, you will break that extractor trying to get it out. Don't ask me how I know this.. Anyway, Mossberg didn't question how I broke it-they just sent me 3 new ones! Why 3? Because while I was on the phone with the guy at Mossberg he asked if I owned any other rifles of theirs. I told him that I did. He said that the extractors were interchangeable and that if I really needed to shoot that particular gun that I could move an extractor over from one of my other guns until the new one arrived. I was surprised when I got 3 new ones in the mail. Now I have 2 new ones in reserve.

Great customer service if you ask me.
$80 for shipping ?!?

Sorry, I got a little excited there. Did the USPS triple their rates while I wasn't looking or did you 'over-night' it?
Overnight was the only way Fed-ex would ship it.

If you mistakenly insert a reloaded round that was not sized down enough, and it sticks in the chamber, you will break that extractor trying to get it out. Don't ask me how I know this..
Haha.. no kidding huh?
I will never give up my "Maverick 88". It is awesome, and Mossberg CS has been great. Marlin CS is awesome. Ruger? Just bought one, but they answered my questions. Heritage Firearms are great to deal with. Point is actions speak louder than words, and sometimes people just get it right. They do the right thing, and stand behind there product.
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