Mojo-jo-jo
Member
I, along with many other customers (from what I have read), have been having problems with my 2004 model Kahr PM9 barrel peening. The pistol sill shoots fine, and is reliable, but I can see that the lockup area of the barrel is deforming.
I just called Kahr Arms after having problems reaching them via email.
The "customer service" phone numbers (3 of them) all directed to voice mail boxes... Grrr!!! So... I called the "sales" department... Of course I got an immediate response (nb. the "sales" dept. of any reputable company will usually get you an immediate response). I told the representative that I had been trying to reach the service dept. for a few days via email and subsequently had problems with calling directly. The representative offered to page a service representative for me.
After approximately 30 seconds of hold time, I spoke with Stephan. He responded to my complaint (peened barrel assembly) quickly and simply asked me if only the barrel was damaged, or both the barrel and slide as well. I responded that the barrel was definitely damaged but I was not positive about the slide, and he stated that a new barrel would ship tomorrow. I gave him my name, address, and phone number. He didn't ask for the serial number. I thanked him and the phone call ended.
After getting off the phone with Stephan, I disassembled the weapon and found that there was a slight ridge in the lockup area of the slide, as well as the peening on the barrel. I then called the sales dept. again at Kahr and asked to speak with Stephan again. After a short hold and reaching him once again, I indicated that the slide was also damaged. He simply asked if I had "daylight" or "night" sights and told me a new entire top end assembly would ship within 3 days. He indicated that the slide assembly might take some fitting and offered to take the entire pistol in for service but gave me the option of trying the new top end assembly without shipping the frame back for service. I accepted the top-end and I stated that I would ship the whole thing back if it didn't fit.
While Kahr's "front end" of the service dept. frankly sucks, (since they didn't answer email and had full voice mail boxes) once you reach a representative, the service is exemplary. I was completely flabbergasted that they would send me an entire top-end without requiring that I send the whole lock-stock-and-barrel in for service. My prior factory gun repair experiences have been with Kel-tec and Century Arms (Ugh!), and this one was MUCH better.
Overall, (other than the initial contact problems) I have to say that is good customer service.
mojojojo
I just called Kahr Arms after having problems reaching them via email.
The "customer service" phone numbers (3 of them) all directed to voice mail boxes... Grrr!!! So... I called the "sales" department... Of course I got an immediate response (nb. the "sales" dept. of any reputable company will usually get you an immediate response). I told the representative that I had been trying to reach the service dept. for a few days via email and subsequently had problems with calling directly. The representative offered to page a service representative for me.
After approximately 30 seconds of hold time, I spoke with Stephan. He responded to my complaint (peened barrel assembly) quickly and simply asked me if only the barrel was damaged, or both the barrel and slide as well. I responded that the barrel was definitely damaged but I was not positive about the slide, and he stated that a new barrel would ship tomorrow. I gave him my name, address, and phone number. He didn't ask for the serial number. I thanked him and the phone call ended.
After getting off the phone with Stephan, I disassembled the weapon and found that there was a slight ridge in the lockup area of the slide, as well as the peening on the barrel. I then called the sales dept. again at Kahr and asked to speak with Stephan again. After a short hold and reaching him once again, I indicated that the slide was also damaged. He simply asked if I had "daylight" or "night" sights and told me a new entire top end assembly would ship within 3 days. He indicated that the slide assembly might take some fitting and offered to take the entire pistol in for service but gave me the option of trying the new top end assembly without shipping the frame back for service. I accepted the top-end and I stated that I would ship the whole thing back if it didn't fit.
While Kahr's "front end" of the service dept. frankly sucks, (since they didn't answer email and had full voice mail boxes) once you reach a representative, the service is exemplary. I was completely flabbergasted that they would send me an entire top-end without requiring that I send the whole lock-stock-and-barrel in for service. My prior factory gun repair experiences have been with Kel-tec and Century Arms (Ugh!), and this one was MUCH better.
Overall, (other than the initial contact problems) I have to say that is good customer service.
mojojojo