Kimber customer service, or lack thereof
Posted: Wed Apr 11, 2007 11:49 pm
This is a long read so please excuse my rant. I am very thankful for the 10 YOD rule right now.
What a mess. I purchased a new Ultra CDP II a few months ago. While taking a class at APG in Greenville I encountered several problems with my SA EMP 9mm. Now it could not have happened in a better setting as I learned to overcome just about every handgun malfunction known to man during one-on one instruction (I highly recommend APG BTW http://www.apgtraining.com). The good thing is when every few rounds produce a jam, double feed, or light strike you get pretty good at handling it under stress. It was so bad that it became almost a joke between the two instructors and myself.
After the class I decided to back to the range and practice my newly learned techniques but this time with my Kimber. Let just say that I am glad that I had my SIG with me as well. My Kimber jammed, and double fed as well. Now let me explain that a lot these problems would not manifest themselves during normal target shooting at the range. But during rapid fire drills more akin to a real world situation they were very troublesome.
So the next day I called both manufacturers and to my delight Springfield was awesome to deal with, they even offered to reimburse me for shipping ($65) which I never would have thought to ask about. As for Kimber their policy is not to pay for shipping but they told me to include a request for reimbursement in my letter and they would send me a pair of extra mags. I don't use Kimber mags because of the metal followers so this didn't thrill me. When I asked about other options and explained that I only use Wilson mags he accused me of using a full size mag (8rds) and said that it had probably damaged my ejector???
Well, I sent both guns off on the same day and received a call from a friendly gentleman in the Kimber custom shop a few days later, he assured me that they would check everything and fire no less than 150 rds through it to verify that it was in good working order before returning the gun to me. I asked him about the magazines and told him that I preferred the WC instead. I told him that I was considering having a magwell installed and he offered me a discount and free installation... not bad.
Now let me explain that the UPS and FEDEX guys that deliver to my neighborhood have a very bad habit of leaving anything that requires a signature at the front door, no matter what it is. They even try to cover it with my doormat no matter how big the box is...LOL, it can be pretty humorous on occasion. That being said I made specific arrangements to have the return shipments sent to the FEDEX hub for me to pick up.
I last spoke to the Kimber rep on Friday of last week and he talked me out of the magwell but I opted for metal mainspring housing from S&A to be installed at no charge. He told me that the pistol would ship Monday or Tuesday. When I didn't have a door tag yesterday I decided that I would call Kimber this morning to get the tracking number so that I could head to the FEDEX hub and then on to the range.
Well the guy that I had been working with was test-firing some weapons but his co-worker was happy to help me and he informed me that they shipped the pistol via UPS??????????
He went on to explain that FEDEX only drops off and will not pick up from them. Again??? It's funny that they never mentioned this during our detailed conversation prior to me even shipping the gun. I even included a completed return shipping label to eliminate any errors. Well to say the least I was very frustrated and I called UPS to find out what I could do. I was informed that the package was in transit and would arrive by 7:30pm. Great!! When I mentioned that I was now a hostage in my home for the next several hours (this around 1pm) she asked me if I had any neighbors that could sign for the package... Wouldn't that have been fun for everyone?
At 6:30 UPS arrived and I met him at the door. After signing I immediately went to the table to open the box. I read the description of the work performed and removed the pistol form the plastic bag. Guess what... I sent them a meticulously clean pistol and they returned it filthy. It gets better. I wiped off the excess oil and racked the slide a few times. Everything felt fine. I decided to disassemble the pistol to view their handiwork (they claimed to have polished and throated the barrel chamber and feed ramp along with replacing the extractor). Much to my dismay (yes I said dismay, it's my rant!)the slide would not come off of the frame. After trying to figure it out for about 30 mins I decided to head up to the BT. They were just as baffled as I. When I got home I removed the grips and inspected the gun again after squirting some CLP liberally inside the slide and applying a little more pressure (OK a lot more, by hand of course) I was able to get the slide to come off the frame. After a light cleaning I attempted to re-assemble the pistol only to discover that the slide would not go back on either. I had inspected it for burrs and obstructions without finding anything. I then discovered that a small pin which is activated by the grip safety and sits next to the trigger safety pin (I can't find the name even with the IPB) is protruding to far to allow the slide to go on or off. There is also a flat spot on the rear corner of the frame where it is notched for the slide. It appears as if it was dropped.
I am not sure how they could let it leave the factory this way. Sure they test fired it, but had they broken it down for cleaning they would have found the problem and I wouldn't have to deal with the headache. Needless to say I will be on the phone with the "Custom Shop" in the morning.
BTW I spoke to SA this morning and they are replacing the slide on my EMP due to a defect. I should have it back in about 2 weeks. They are welcome to take their time as long as they are more thorough than Kimber.
If you made it this far you have my sincere apology. Typing my little rant sure made me feel better. We'll see tomorrow after I speak to Kimber.
What a mess. I purchased a new Ultra CDP II a few months ago. While taking a class at APG in Greenville I encountered several problems with my SA EMP 9mm. Now it could not have happened in a better setting as I learned to overcome just about every handgun malfunction known to man during one-on one instruction (I highly recommend APG BTW http://www.apgtraining.com). The good thing is when every few rounds produce a jam, double feed, or light strike you get pretty good at handling it under stress. It was so bad that it became almost a joke between the two instructors and myself.
After the class I decided to back to the range and practice my newly learned techniques but this time with my Kimber. Let just say that I am glad that I had my SIG with me as well. My Kimber jammed, and double fed as well. Now let me explain that a lot these problems would not manifest themselves during normal target shooting at the range. But during rapid fire drills more akin to a real world situation they were very troublesome.
So the next day I called both manufacturers and to my delight Springfield was awesome to deal with, they even offered to reimburse me for shipping ($65) which I never would have thought to ask about. As for Kimber their policy is not to pay for shipping but they told me to include a request for reimbursement in my letter and they would send me a pair of extra mags. I don't use Kimber mags because of the metal followers so this didn't thrill me. When I asked about other options and explained that I only use Wilson mags he accused me of using a full size mag (8rds) and said that it had probably damaged my ejector???
Well, I sent both guns off on the same day and received a call from a friendly gentleman in the Kimber custom shop a few days later, he assured me that they would check everything and fire no less than 150 rds through it to verify that it was in good working order before returning the gun to me. I asked him about the magazines and told him that I preferred the WC instead. I told him that I was considering having a magwell installed and he offered me a discount and free installation... not bad.
Now let me explain that the UPS and FEDEX guys that deliver to my neighborhood have a very bad habit of leaving anything that requires a signature at the front door, no matter what it is. They even try to cover it with my doormat no matter how big the box is...LOL, it can be pretty humorous on occasion. That being said I made specific arrangements to have the return shipments sent to the FEDEX hub for me to pick up.
I last spoke to the Kimber rep on Friday of last week and he talked me out of the magwell but I opted for metal mainspring housing from S&A to be installed at no charge. He told me that the pistol would ship Monday or Tuesday. When I didn't have a door tag yesterday I decided that I would call Kimber this morning to get the tracking number so that I could head to the FEDEX hub and then on to the range.
Well the guy that I had been working with was test-firing some weapons but his co-worker was happy to help me and he informed me that they shipped the pistol via UPS??????????
He went on to explain that FEDEX only drops off and will not pick up from them. Again??? It's funny that they never mentioned this during our detailed conversation prior to me even shipping the gun. I even included a completed return shipping label to eliminate any errors. Well to say the least I was very frustrated and I called UPS to find out what I could do. I was informed that the package was in transit and would arrive by 7:30pm. Great!! When I mentioned that I was now a hostage in my home for the next several hours (this around 1pm) she asked me if I had any neighbors that could sign for the package... Wouldn't that have been fun for everyone?
At 6:30 UPS arrived and I met him at the door. After signing I immediately went to the table to open the box. I read the description of the work performed and removed the pistol form the plastic bag. Guess what... I sent them a meticulously clean pistol and they returned it filthy. It gets better. I wiped off the excess oil and racked the slide a few times. Everything felt fine. I decided to disassemble the pistol to view their handiwork (they claimed to have polished and throated the barrel chamber and feed ramp along with replacing the extractor). Much to my dismay (yes I said dismay, it's my rant!)the slide would not come off of the frame. After trying to figure it out for about 30 mins I decided to head up to the BT. They were just as baffled as I. When I got home I removed the grips and inspected the gun again after squirting some CLP liberally inside the slide and applying a little more pressure (OK a lot more, by hand of course) I was able to get the slide to come off the frame. After a light cleaning I attempted to re-assemble the pistol only to discover that the slide would not go back on either. I had inspected it for burrs and obstructions without finding anything. I then discovered that a small pin which is activated by the grip safety and sits next to the trigger safety pin (I can't find the name even with the IPB) is protruding to far to allow the slide to go on or off. There is also a flat spot on the rear corner of the frame where it is notched for the slide. It appears as if it was dropped.
I am not sure how they could let it leave the factory this way. Sure they test fired it, but had they broken it down for cleaning they would have found the problem and I wouldn't have to deal with the headache. Needless to say I will be on the phone with the "Custom Shop" in the morning.
BTW I spoke to SA this morning and they are replacing the slide on my EMP due to a defect. I should have it back in about 2 weeks. They are welcome to take their time as long as they are more thorough than Kimber.
If you made it this far you have my sincere apology. Typing my little rant sure made me feel better. We'll see tomorrow after I speak to Kimber.