Mossberg warranty service

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Cougfan2

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I recently purchased a Mossberg 930 SPX shotgun. After closer inspection getting it home, I noticed that the front sight was canted and didn't properly line up with the rear sight. Called Mossberg and they said just send the barrel back and they would replace it. UPS delivered the barrel to their Eagle Creek, TX warranty center Monday morning 9/15/08. I called 9/16/08 to confirm that they had received and the guy I talked to said "yeah, it looks like it's still sitting on the pallet".

I called Yesterday and they said they would expedite it to a manager as it only required a replacement of the barrel. Fine. Called today to check and that gal I talked to said it would be 2 weeks!!! :cuss: I said "you're kidding me?". She said "for firearms, the standard turn around is 2 weeks". I said, but it's just a barrel and they told me they would just replace it. "Oh!" So now she says it will ship Monday.

Maybe I'm asking for too much, but am I wrong in thinking a week to just return a part is a little out of line?
 
I understand your frustration. I hope it arrives when promissed and you finally get to enjoy your shotgun.
 
I think it's you.
They are a big outfit, and you are asking to be put ahead of a lot of others with probably bigger problems than canted sights. A week isn't very far out of line for turn around time. They have to get it, unpack it, log it in, inspect the problem, make a call as to what to do with it (repair or replace), order the new part to be packaged and shipped. It takes time and several people, I'm sure. Please don't forget you aren't their only customer.
 
35Rem I understand your point, but based on business that I have worked in that do warranty service I can understand if and entire piece of equipment needs to be diagnosed and fixed, but when it's one part and they previously acknowledged all they had to do was ship a replacement it I guess I expected quicker turn around.

Oh well, I probably wasn't going to shoot it this weekend anyway since I'm going Salmon fishing. Would have been nice to have it if we saw any Sea Lions though! OOPS!!! Did I say that? :D
 
Mossberg designs and manufactures excellent products and sells them at a fair price. They have been staunch supporters of gun owner's rights and have benefited the shooting community by forceing other manufacturers to offer the consumer better value, e.g. standard 3" 12 Ga. chambers, reasonably priced barrels, etc.
Unfortunately, super customer service was never part of their culture.
 
Just be thankful they didn't lose it. I sent a shotgun there for repair, and it took them three weeks after they received it to find it. BTW, it was still broke when I got it back 6 weeks after I shipped it.
 
Took Beretta 5 weeks to get me a new slide for my 92FS. So 2 weeks is a short turnaround from what i have seen.

Also I have a +1 for Mossberg CS. I bought a used 500, with only 2 choke. They sent me the other 2 Free of Charge.
 
Still can't get a straight answer out of Mossberg's warranty repair center. Here is a letter I just sent them yesterday late afternoon. Maybe some of you think I am being two hard on them, but I could understand if they were having some kind of problem JUST TELL ME ABOUT IT!!! I'd rather have the truth than no response.

"Dear Sirs,



I am writing to tell you how disappointed I am with your warranty service department. I recently purchased one of you 930 SPX shotguns from a local dealer. When I got the shotgun home, after further inspection, I discovered that the front sight did not align properly with the rear sight as it was canted. I figured, no problem, it’s under warranty. I called your warranty department, told them about the issue and they said to just send the barrel in and they would probably just replace it. You received the barrel on 9/15/08 at 11:00 AM. I called to confirm receipt on 9/16/08 and was informed that my barrel was still sitting on the pallet. I called again on Thursday, 9/18/08 and the woman I talked to said it would be 2 WEEKS before they could get my barrel back to me. When I told her I thought this was unacceptable for a simple barrel exchange she said she thought I had sent the whole firearm in. She hadn’t even bothered to see what I had sent or what the problem was. After some prodding she finally said my barrel would ship on Monday, 9/22/08. I call this morning and talked to Alex. He could not confirm the status of my barrel and took my number and said he would call me back. I never received a call.



In my business, we live and die by the level of customer service we give. This is my first purchase of a new Mossberg product. Based on the treatment I have received so far, I can pretty much guarantee you it will be my last.



I am very disappointed in Mossberg."

:cuss::fire::banghead:
 
Not too sound presumptuously rude since you may not know. 2 weeks is a very good turn around time for firearms, especially dealing with a rather large company like Mossberg. Give them a break, and give them the 2 weeks they quoted, they will make things right for you I guarantee.
 
9X19Sig I don't take your response as rude. The real problem I have with them is that the right hand doesn't seem to know what the left hand is doing and when someone says they will call me back on the same day and then doesn't do it, even if it's to tell me they don't have an answer for me yet, I have a problem with it. If I ran my business that way, I'd be out of business!

Also, it is not a whole firearm with a problem that has to be diagnosed and then fixed. I could understand the longer turnaround if that was the case, but this is just a barrel swap.
 
I don't think that your letter was rude or over the top. If you were promised a call back, then you deserve a call back with an honest representation of services. I've waited 2.5 months to have a barrel fit to my handi rifle, I've also had a broken frame on a smith pistol replaced within a week. Both times, I was given an approximate time and I was fine with it. I have written emails in both praise and complaint regarding service I have received. A company can't be expected to address problems if they do not know that they are problems. Likewise, a commendable job is to be rewarded. Communication is the key.
 
To wrap up, I called Mossberg AGAIN and asked to speak to a supervisor. Finally got one and he gave me a tracking number and said my new barrel was shipping today Fedex next day. I guess I should be happy about that, but I wish I hadn't had to nag them to get them to do what they should have done and promised earlier.

Oh well, off to the range this weekend. Hopefully!
 
Glad it worked out for you, when all else fails I guess the "let me speak to your supervisor" response really does make things happen.

The 930 SPX is one of the more underrated semi auto shotguns today, you should feel proud to have one.
 
Years ago when I sold guns, I had to send a Weatherby back for a very minor issue. I called and they told me where to send it and put "Repair" on the label, yada, yada.
It was back in about a week and I was amazed. I called them to thank them, and I will never forget it. The guy said "Oh, well we get so few back, whenever one comes in marked "repair" everybody crowds around when we open it to see what the issue is. Then we give it to one of a couple of our best guys to take care of it. If it was a genuine screw up, we look up who did it while everyone is there. Many of those and you're history."
Truly, the good old days.
 
I will throw my two cents in here. I admit, I am a stickler for good customer service. I pay good money for products, and I choose good reputable brands, and pay a premium for thier product that they tout to be great. all these companies sell you a great story about their product before the sale. however, after the sale is when I am won over. and good customer service makes a brand loyalist out of me. I am into guitars too, and I buy one particular brand of guitar amp because of the outstanding customer service they offer. hey, all things can break, but its how they stand behind their product and take care of a customer that is important. I dont think the original poster is being unreasonable at all. I mean, its simple, they said they would replace it. if they had their ducks in a row, the replacement would have been boxed up ready to go, and once the faulty piece showed up at the warranty shop, they take it out, inspect it, verify the problem and ship the replacement out. and I will also so that I believe MFGrs should expedite ALL shipping at thier cost. I dont cry how much their stuff costs, so dont cry how much shipping costs when YOUR product breaks!

I am a hard arse, I know. but when I pay big $$$ for a product, it dang well better work as advertised.
 
CougFan, respectfully, you are perhaps letting your desire for the working barrel, lead to an unreasonable demand.

If I really wanted a barrel that fast, I'd just go out and buy one with a credit card, get a 2 to 3 day delivery date, and let Mossberg take their time.

The spare barrel can be kept or sold off later. If it isn't that important, why have a cow about it. It's no secret the world aint perfect.

But, I wish you every happiness when you finally get the barrel.
 
BruceRDucer We must agree to disagree with all due respect. That being said, the issue is resolved. I've visited your lovely state a few times and have a vivid memory of stopping at a viewing area Estes Park in the Rockies and seeing a herd of Elk in a high mountain meadow. Absolutely breathtaking! :)
 
I would guess you got your part in precisely the same time as it would have taken with no communication. Be that as it may,,,how can you purchase a shotgun without noticing that the sights don't line up? Could have avoided the entire affair w/ an adequate inspection before purchasing...(hindsight, don't ya know!)
 
how can you purchase a shotgun without noticing that the sights don't line up?

I just opened the box briefly at the gun show to make sure everything was there and briefly threw it up to my shoulder. You're right. I should have taken more time to inspect it, but it was the only one I had been able to find in town and I probably would have taken it anyway and dealt with the warranty issue. It wasn't out of alignment by much, but I figured if I payed for a brand new shotgun they ought to make any issues right. After looking at it more closely I couldn't imagine how it made it past QC.

As for getting it in the same time had I not called them I SERIOUSLY doubt that would have been the case based on their response when I did talk to them. Maybe I'm being too harsh, but they truly don't seem to have their act to well together
 
Yippee! Got my replacement barrel for my 930 SPX back this morning. Haven't had a chance yet to mount it on the gun, but it appears the front sight on this one is properly aligned.

Off to the range this weekend! :D
 
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