Very Bad GLOCK Customer Service Experience

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Rick Roll

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A few months ago, after acquiring my gen 4 G19, I contacted GLOCK per instructions from my LGS to get a 04 recoil spring. Many of the gen 4 G19s were first shipped with 03 recoil springs, which GLOCK has admitted to being a bit too taught for some of the lighter weight 9mm rounds (causing stovepipes, etc).

Anyways, I let a couple months go by after GLOCK originally told me they would be happy to send me the 04 spring. Then I heard nothing…

So last week I called them back, and asked again. Again, they took down my info (name, address, telephone) and told me they would get it right out. Then, this morning I receive a phone call from a “GLOCK technician” telling me they are “filling the order” and just need to get the serial number from my gun. :scrutiny:

At this point, I am a bit annoyed, mostly because it has been 4 months since I originally contacted them, and now they want MORE info from me… for a spring. :banghead:

When I began to ask questions about the serial number requirement he said it is because they want to “put the serial number into their database so they know the order has been filled.” He wouldn’t go into any more detail than that, and then began giving me a bit of attitude.

Then end of the story is that I told him I didn’t feel comfortable just giving him the serial number for my gun to be entered into their database, all just to get a spring.

His answer: “OK, I’ll cancel the order.” Then he hung up. :cuss::fire:

I understand that companies like to keep records. However, with something as simple as a recoil spring, when the company has admitted a problem with the issued spring, I find it to be outrageous that it has taken this long for GLOCK to respond. On top of that, they already have my name, address, etc… why can’t they enter that info in their database so as to know that the order has been filled?? I am extremely displeased with GLOCK’s response to this issue, and I was wondering if any of you have had similar experiences with them?
 
Is the gun legaly yours? If it is then why wouldn't you want to give the serial number of your Glock to a Glock employee? They're more than likely trying to keep a database of serial numbers to see if there's a pattern to the reported failures of some Gen 4 guns. I'd say it's a matter of bad customer & not bad customer service.
 
Personally, I wouldn’t have a problem providing a SN to a Glock employee, but I am surprised that they were willing to ship you a spring. Last time I needed basic parts for my Glock 19 they insisted on shipping them directly to a gunsmith. They would not ship to me even though the parts were readily available online through other retailers. I ended up purchasing what I needed through one of these other retailers.
 
They could be requesting the s/n to ensure your gun was not shipped with the proper recoil spring to start with, no?

I am not apologizing for their delay, but the serial is pretty standard information information to provide them so they can look up the details on the weapon and how it was shipped from the factory.
 
Why would you have a problem giving out the serial number? Are you afraid that Glock will make another G19Gen4 with the same serial number and commit crimes or report it stolen or something?
 
Maybe it is because they are keeping track of what guns they have already sent springs to. Some people would view this as an opportunity to get a few free spares for the future.
 
Why not give them the serial number? If you purchased it from an FFL, that FFL keeps a copy of your 4473 with that serial number for as long as they're in business and when they go out of business they have to turn it over to the ATF. The government already knows you have that particular gun, so why not let Glock know?

You've got to realize, it's not the fault of the people in Smyrna. Glock in Austria does what they want to do and Smyrna just has to deal with it, the same as the customers. And Austria doesn't send to Smyrna a replacement guide rod for every single Gen4 made, they probably send them a thousand or two each shipment and those go quick. Austria hasn't even finalized the Gen4 G19 guide rod yet, they had the 03 at first, then 04, then 04-1, and now 04-2.
 
True. It doesn't sound like the best of customer service experiences, but it's not as if they're asking for your social security number.
 
I suppose I may be overreacting about the S/N. My real discomfort came when the guy started getting an attitude with me. At that point, giving him my serial number (or any additional info) became something I really did not want to do. I hate dealing with customer service reps who act as though customers are wasting their time.

Yes, of course the gun is legally mine. See the original post:
I contacted GLOCK per instructions from my LGS
Click to expand...
...that would be the LGS where I purchased the gun.

Maybe it is just my opinion, but reps should walk softly when using the words "gun" "serial number" and "database" in the same sentence. Not get short with me when I simply ask "Why."
 
I suppose I may be overreacting about the S/N. My real discomfort came when the guy started getting an attitude with me. At that point, giving him my serial number (or any additional info) became something I really did not want to do. I hate dealing with customer service reps who act as though customers are wasting their time.
Click to expand...

Couple of separate issues here:
1. It's a "space" thing. Same issue pertains when buyers/sellers want a ftf with no DoS, just present creds, or ccw and that's that. I can appreciate (and respect) any individual's need for privacy. Not even grounds for questioning why an individual feels this way. His/her business. If I'm a party to the deal, I can pass or proceed, that's my business. If I'm not a party, no comment.

2. Attitude can be offputting and will really make me check my priorities. If I want something bad enough for whatever I'm giving away, I'll bite. Life's a tradeoff, mostly. Everyone's different, ya know?

LOL maybe the derp's really high on this one! :)

YMMV
 
I wouldn't be annoyed that they asked me the serial number. I would be annoyed that four months later a promised part had not arrived and they are hassling me with a serial number instead of expediting what was promised.
 
If I have to have work done, under warranty, I would EXPECT them to ask for a serial number, first to confirm that I'm a registered owner, and second to verify the specifics of which model for which work or parts are needed. The second part is probably more important than the first.

The reason the first call wasn't successful may have been because they didn't get a serial number. That part was their bad -- but the concern of the OP about revealing a serial number seems misplaced.
 
I understand that companies like to keep records. However, with something as simple as a recoil spring, when the company has admitted a problem with the issued spring, I find it to be outrageous that it has taken this long for GLOCK to respond. On top of that, they already have my name, address, etc… why can’t they enter that info in their database so as to know that the order has been filled?? I am extremely displeased with GLOCK’s response to this issue, and I was wondering if any of you have had similar experiences with them?
Click to expand...


i had 2 bad experiences with glock out of three, and the only reason i had that one good experienced is because i asked for the head of the warranty dept.

in fact they were supposed to send me a recoil assembly 2 months that never arrived.


it was explained to me by a tech on the phone, that glock has exactly "one lady" that handles warranty parts for the entire country and she does it all on paper-no computer. a rather cheap and incompetent way of doing business, but that's how they do it.
 
I tell you what. I'd probably own a Gen 4 G17, but for all the problems I keep hearing about Glock and snotty customer service. Heck, even Sig seems to release guns before they are ready for public consumption these days.

S&W is looking better and better all the time. I only hear good things about S&W these days. If the gun doesn't work right, it seems like S&W always makes it right.
 
This really was getting out of hand, arguing about what the AFT has access to has nothing to do with the OP. I've had to delete over half of the thread

I thought about just moving all of it to a new thread, but it was getting too far from the High Road even for that. Plus it was unlikely to have come to resolution anyway.

If you really want to discuss the subject of the deleted post, start a new thread over in Legal
 
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