The Firing Line Forums

Go Back   The Firing Line Forums > The Firing Line Gun Show > Retail Deals and Feedback

Notices

Reply
 
Thread Tools
Old September 12, 2010, 12:24 PM   #1
Lurch37
Senior Member
 
Join Date: August 6, 2006
Location: Middle of Nebraska
Posts: 703
Remington Customer Service

I thought I would share my recent experience in dealing with a defective Remington 1911 R1 that I purchased. On July 10, 2010 I picked the pistol up and brought it home, where upon disassembly and closer inspection I noticed the frame was cracked or had a severe casting flaw. Since this was a Saturday, I called Remington the following Monday and was told to email a couple pictures. In the email I left my name, address, phone number and asked them to contact me when they received the pictures. I heard nothing back.

I waited a couple days, called, and sent the same email with pictures. A couple days went by and I heard nothing back, called again and sent smaller pictures, thinking maybe they were too big, I heard nothing back. Finally, at the end of the second week of this process, I got ahold of someone who I thought understood my problem. He said he would mail out a UPS mailer for me to return the pistol. The mailer took a week to get to me and was nothing more than a Tyvek envelope with absolutely no instructions on how to pack or ship, so I sent the whole thing, case and all.

So after calling 10 times, emailing 3 sets of pictures, and leaving 2 voicemails, I sent the pistol off at the start of the 4th week. Included with the pistol was a letter I typed explaining the problem area, all my info, and the desire to be informed of the guns reception and/or to be called with any questions they had. I heard nothing back. On the Friday of that 4th week I called to check any progress they had made and was suprised to hear that they had shipped it already and that I would be getting it that day. Luckily I was home to sign for it and once I unwrapped it, I was dismayed to find the gun in the same exact condition it was in before I sent it. For the life of me, I don't know what they did. On the repair ticket it said: NO FAULT FOUND AT BENCH, and under comments it said: Appears that frame has a small scratch. Refinish and test.

Like I said, I really don't know what they did as the gun was never fired and there were no other scratches anywhere that I saw, other than the original crack or casting flaw that was left untouched. I immediately called Remington and explained my frustration and was told all they could do was to mail out another return UPS mailer. I called back after thinking that over and asked to speak to a Supervisor, I was transferred and of course got his voicemail. The Supervisor did call back within a couple hours and asked that I send him the original pictures which I did. It took a couple days of reviewing before I was told to return the pistol once again. Another week went by before the 2nd mailer arrived. So I sent it off again and it was at the end of the 1st week in Sept. before I finally got anything back. Remington did send a brand new pistol this time.

Looking back, approximatley 8 weeks went by, which in my opinion, could have been resolved in 2-3 weeks. I can understand mailing times. I can understand that not all guns are perfect. What frustrated me the most was the lack of communication, and the fact that I had to initiate every response or action, and of course that the pistol wasn't replaced the first time I sent it in. I do want to say that every person I talked to was very professional. I have never received anything regarding an apology or an explanation of anything, which compared to the letters and explanations that I have received from other gun companies, leaves me feeling like Remington could do better in regards to customer relations. Maybe I'm asking too much, but from a company such as Remington, I did expect it.
__________________
I reject your reality and substitute my own.
Lurch37 is offline  
Old September 12, 2010, 01:25 PM   #2
Bud Helms
Staff
 
Join Date: December 31, 1999
Location: Middle Georgia
Posts: 12,995
This is feedback on a retailer.

We have a forum for that.

Moving.
__________________
"The irony of the Information Age is that it has given new respectability to uninformed opinion." - John Lawton, speaking to the American Association of Broadcast Journalists in 1995
Bud Helms is offline  
Old September 12, 2010, 02:14 PM   #3
Palmetto-Pride
Senior Member
 
Join Date: May 31, 2009
Location: Charleston, SC
Posts: 1,874
I love Remington and I am a devoted Remington fan, but i do find it much harder these days to defend them on gun blogs. I have personally had nothing but good luck with Remington firearms I have owned over the years one 870 Express, one 1187, three 700s and 2 7400s, all have performed very well. Well I am glad they finally resolved the issue with a gun that should have never left the factory. Remington should see that they are doing nothing but hurting themselves in the long run when they let a gun like that leave the factory. So let us know how the new one performs.
__________________
“The problem with socialism is that you eventually run out of other people's money.”

-Margaret Thatcher-
Palmetto-Pride is offline  
Reply

Thread Tools

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump


All times are GMT -5. The time now is 04:03 AM.


Powered by vBulletin® Version 3.8.7
Copyright ©2000 - 2014, vBulletin Solutions, Inc.
This site and contents, including all posts, Copyright © 1998-2014 S.W.A.T. Magazine
Copyright Complaints: Please direct DMCA Takedown Notices to the registered agent: thefiringline.com
Contact Us
Page generated in 0.06210 seconds with 9 queries