The customer service department after purchase

[j1132s]

Of course, the best pistols are the ones I don't have to contact their customer service after purchase. But after buying a few guns and maybe a little lack of luck, I had to contact a few manufacturer's CS department.

... and Today I called Kahr's customer serivce department, and I'm glad to report they are as nice to deal with as before. In fact, I was able to speak to someone within just a couple of minutes waiting, much faster than I expected. (Of course if I only buy Glocks, then I probably never have to call any CS department.)

Anyway, I thought I'd list the CS departments that I've contacted in decreasing order of complete satisfaction. (Note: I'm satisfied w/ all of them, just different degrees.) So here's my list of CS department rankings...

1. S&W -- The Internet rumors are true. They are a pleasure to deal with (just wished I didn't have to call in the first place, but if I need to call any CS department, I'd prefer S&W). Fast in answering their phone, quick response, seem to always agree with me, offers perpaid labels w/o asking. Turnaround is a bit slow (once sent my pistol to the wrong repair facility that added a month) though.

2. Bushmaster -- Fast answering the phone and really fast turnaround (1 day); also offered prepaid label w/o me asking. They are lower than S&W because the CS representative tried to put the issue on ammo (they actually said Remington ammo doesn't go well w/ their gun; I mentioned to her that the cartridge is called .223 Remington).

3. Kahr -- Used to be slow answering the phones (but today's experience is either a fluke or they've improved a lot here); in the old days, I had to leave a message and wait for a call back in the next 1-2 days. Once I get connected, issues are always resolved. They aren't ranked higher because I have to ask for a prepaid shipping label; they used to offer them w/o asking. No toll free number.

4. Walther -- Fast phone answering, but unfortunately lost my "records" from my first call (basically when I called back they didn't know anything about my original call). I have to ask for a prepaid label. Gun came back after 1.5 months w/o any record on what was done to it. I called back and they couldn't find any records. But gun shoots good afterwards so I guess they did something good to it.

5. HK -- Fast phone answering, but it is done by the operator. I had to wait for next day for a call back. The CS tech tried to wiggle out of in the Bushmaster style of blaming ammo first. Will not give prepaid shipping label. Nice for them to call first before sending the gun back (unlike Walther, I didn't even know the gun is returning until I got it from the UPS guy).

[HankB]

My encounters with customer service . . .

1. Bushmaster. Bought an AR clone with the barrel indexed incorrectly - it took a whole lot of adjustment of the rear sight to center the group. Bushmaster issued a call tag for the upper and had it picked up; two weeks later, it came back, fixed properly.

2. DSA. Bought one of their StG-58s, same problem as the Bushmaster (Am I lucky, or what?) Same drill, except DSA had me send back the whole rifle. When I got it back . . . they didn't just re-index the barrel, they replaced the barrel and upper completely. (Different serial #). No problems with the replacement, no cost to me except loss of the rifle for a couple of weeks. Good company.

3. Kahr - had a P9 with numerous problems. Went back to Kahr several times, but I had to send them the shipping receipt to get reimbursement. Kahr eventually replaced the pistol, but had to ship the new one through a dealer. (I never actually took possession of it, trading it, unfired, to the dealer for a G26. "Once burned, twice shy" . . . and I didn't appreciate being Kahr's beta tester. BTW, the Glock, though it's not as neat a package, actually WORKS.)

4. Walther. Not really a firearm, but I have a Walther air pistol that needed repair. Turns out Walther stops supporting their products with spare parts and such almost immediately when a new model comes out. (Found some folks with $expensive$ Walther target pistols were in the same boat.) So I don't even bother looking at Walther stuff when I'm in a buying mood.

5. Colt's - <insert long string of profanity> Bought a Mark IV Series 70 Government Model, also known as the "Jammamatic." It was a rare day when it got through one magazine without a jam - usually it hung up 3 or 4 times. Went back for "warranty service" repeatedly - at my expense! - and those <insert more profanity referencing illegitimate and canine ancestry> at Colt's never did ANYTHING to fix the clunker, making me vow never to buy another Colt's product.

[Greybeard]

Near the bottom of the list for all too many: DPS CHL Unit.

At the very bottom of my list: Ceiner. Tried to convince me that about 10% misfires are to be expected with their $200+ .22 conversion kit for Glock 17. I subsequently gave the thing away rather than jack with 'em any more ...

[Cosmo 9]

The only one I've had contact with is Springfield. My first XD had a slide problem, when the slide would get hot the recoil spring would come through the front. First they replaced the spring assembly then they replaced the whole gun. They also transfered my XS big dots to the new gun.

No prepaid shipping but did send a check for the frt. cost.

[Syntax360]

Steyr Arms, Inc: Extremely friendly customer service - took 1.5 weeks door to door to get my pistol back. Have a "don't ask, don't tell" policy about what caused gun failures - just send it in and it will be fixed. When I called to check if they received the pistol yet, they transferred me to the gentleman working on it and he was able to answer any and all questions I could think of. Excellent company and excellent service.