View Full Version : Ever Write A Complaint Email/Letter To A Manufacturer?

July 4, 2012, 08:29 PM
Having issues with a new 597:


Post repair, I'm continuing to have problems with failure to fire (not as frequent). During cleaning, the hold open pin popped off and flew across the room, little hard to find.

I know, buyer beware, why didn't you get a 10/22 or Marlin, etc. I don't want to invest any more in the 597 like a new hammer or ejector to find there's more problems. It's just basically not fun anymore.

So, I want to basically write Remington and ask if they'll take back, exchange, or swap the firearm based on my problems.

Is that anywhere in the realm of possibilities? Anyone ever do this before with any success? Any tips?

July 5, 2012, 07:37 AM
When Marlin was still Marlin I had a lever rifle that wouldn't function and couldn't find paper at 25 yards. I sent it to the factory for repairs about six months before hunting season. I got it back about three months after the season ended still not working. I sent again and didn't hear from than for another six month. When I got it, it still wasn't repaired. I sent again and it still didn't get fixed. I wrote to the president and complained and predicted Marlin would soon be owned by the Japanese or Chinese. I was wrong on that count.
As you may guess, Marlin is not among my favorites. Then or now.

July 5, 2012, 07:44 AM
I wish you luck and I would suggest that you keep copies of all correspondence with the company. I used to work computer tech support for a computer maker and can almost guarantee that one letter or call will not get them to take back the firearm. I also suggest that you use the written approach, if you must call always send a follow up letter to the company for each call you make. Document, document, document.

A more likely outcome is that they will offer to (again) service the rifle you have now. This is in their eyes a legitimate first step in the warranty process. All companies have an escalation process where "unresolved issues" go if the first attempt does not work. Be prepared for a long process and "jump through all their hoops", documenting what has already been done, how much time it takes to accomplish, and who you corresponded with at every step. I guarantee that the company will be documenting their end every step of the way. It may actually play out that there is a technical issue or a bad batch of rifles stemming from a change in process at the plant. Remember the .17HMR autoloader recalls of a few years back.