Winchester Service Question

[Steve S.]

Browning/ Winchester Service Center in Arnold, MO. - I live close so I dropped off my M70 for some minor repair (under warantee) on Feb 1. When I dropped it off, there happened to be a repair smith at the window with the processing person; he looked at my rifle and told the processor to bring the rifle to him - he would take care of it. The next day (Feb 2), I checked their repair center status network and it showed that the repairs were completed by the smith and the rifle was in the final step that read “ready for final inspection and shipping” - the status has shown the rifle in that stage since the 2nd. Today is Feb. 19 and no additional info - I called and was told that I would get a phone call just as soon as the rifle was ready for pickup. I am perplexed as to how long does it take for a final inspection and a phone call (I must say that even with my concern over the lead time, all of the repair center people were very nice to deal with - very kind and professional people)? Any experience or thoughts? Thanks.

 

[e rex]

Let us know how this turns out. I would have liked to have seen a little better service than that.

 

[Stormin.40]

I sent a shotgun into the same service center. It was decided that it was not repairable and they were going to replace the gun. It took over a month for them to ship the new firearm they had in stock, they needed to inspect a new firearm I guess.

I don't know why they took so long but they did treat me well and were very professional. I was and will continue to be willing to wait for that type of customer service. I have been impressed with the firearm industry as a whole, in my experience the customer service has been great and numerous companies I have dealt with. Instead of trying to weasel out of honoring a warranty they have gone out of their way to exceed my expectations and their obligations.

 

[edwardware]

I am perplexed as to how long does it take for a final inspection and a phone call. . .

It only takes 5 minutes for your inspection and your phone call. It takes 40 hours a week, or more, to do the rest of that persons job.

Seriously, I work in Central Engineering for a household name manufacturer, and my inbox is full of hundreds of requests for information, any of which could be answered in an hour or less. There are hundreds unanswered because 45 hours a week isn't enough time to keep up.

 

[Steve S.]

Hmmm - I did not think of total replacement as taking the time - that could be the case. We shall see what the deal is when they contact me. Thank you for the input.

 

[Steve S.]

Update: just called the Winchester Service Center again about my repair status. The gentleman that answered the phone looked up my reference number and verified that my gun was checked in on Feb.1 and repaired that same day (and that is exactly what their tracking system showed every time I dialed into their website) - repaired the same day it arrived - you cannot beat that kind of service. Then my big question - then what am I waiting for - today is March 1, the gun was repaired on Feb. 1. He proceeds to tell me “administration” - which he explained is final inspection and calling me to pick up the gun. I told him that I was confused - repaired on the same day as it arrived and a month to call me to come and get it????? That just does not make any sense to me - he simply said that administration was behind. That whole thought process escapes me - I have the same original question - how long does it take to look at a gun and call me on the phone - I just don’t get that one?????

 

[Robert]

Maybe you were not the only gun in line. Your rifle was repaired that day and then entered a que of who knows how many waiting to be final checked before being released. Just because the work was done that day does not mean that the folks involved in the next step are not swamped...

 

[MidRoad]

Well hopefully all works out. Maybe they only have one guy that does the final inspection and he just so happened to take a two week vacation just before you dropped off your gun. So two week delay plus a two week backlog of work? I know stretching things here ,but just making a point.

 

[George Dickel]

Most companies work on the get as much work out of as few people as possible business plan. If there are only a few people doing the final inspection and one is sick, another on vacation and another who works as slow as possible, things don't go well.

 

[edwardware]

I told him that I was confused - repaired on the same day as it arrived and a month to call me to come and get it? . . . how long does it take to look at a gun and call me on the phone - I just don’t get that one?????

Now imagine. . . The Process used to say a senior tech must review every repair and inspect every gun before it ships. Last month one of the senior techs made a mistake, shipped a gun with the wrong bolt in the box. . . no one was injured, but Legal says we need to revise The Process as if we blew off a customer's face. The Committee tasked with revising The Process is still working, and until then every gun is inspected by three senior techs, and a manager.

If this sounds outrageous, you're not from Corporate.

 

[red rick]

I called them about the rubberized coating on my SX3 coming off . This must have been a problem with them because a friend off mine , that I hunt with , said the same thing happened to his SX3 . Neither one of our guns are new , mine is 8 or 9 years old and his is about the same age . They told me to send the whole gun in and they would refinish it for no charge , just what it cost me to ship it . They also told me it could take a couple months to get it back . I really don't want to send the gun , I would rather they just refinish the stock and forearm , as long as the camo was close to what I send them I would be happy and without the expense of sending the gun and worrying about it .

 

[Steve S.]

Indeed, the “matured” corporate and government culture - next time I get an oil change, I will be satisfied with the 30 minutes to change the oil and the 1 month standing in line to check out - hmmmm? “Double-hit” lymphoma can quickly pursuade even the simplistic mind to value time very differently than in youth; I just want that gun back sooner than later for a relaxing range session with it - Good shooting.

 

[Nuclear]

I recently sent in a Browning X-bolt for the "Dura-touch" finish bubbling and peeling off a new rifle. Apparently there is a designated person in the organization just for that issue, which leads me to believe that it will be a while before I see said rifle again. Since Browning/Winchester are the same company now, we will have to see what kind of turn around time there is for customer service.

 

[Steve S.]

Final update: was called by Browning/ Winchester on Monday (3/12) to pick-up my Model 70; was able to make the trip on Thursday to the warranty center. I inspected the rifle and must say that the repairs were flawless - very, very pleased with the work - thank you Browning/ Winchester. However, I am still perplexed as to why the physical repair of the rifle was complete on Friday, 2/2 but it took until March 12 to “process the admin” (as I was told). I guess I will never know the answer to that one. Good shooting.