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Customer Service variations
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Gil Martin
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Joined: Jan 28, 2005
Posts: 1678
Location: Schnecksville, PA

PostPosted: Wed Oct 22, 2014 2:19 pm    Post subject: Customer Service variations Reply with quote

I spent some time calling two holster companies today to get replacement holster retaining straps that had snaps that failed. The responses were quite different. Briefly, here is how it went down.

Passport Holsters answered my call quickly, assured me that they would send out several replacement retaining straps at no charge. So far so good.

Uncle Mike's (now part of Bushnell since 2005) took some time to answer and get to a person, who was very helpful. They had what I wanted and would send it out for a $5 handling charge. I pointed out that the holster was less than a year old. I was told if I had a receipt and could prove it, then the replacement would be free. I simply said thanks, but no thanks.

Guess which brand of holster I plan to buy in the future? All the best...
Gil

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slimjim
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Joined: May 16, 2009
Posts: 7620
Location: Fort Worth TX

PostPosted: Wed Oct 22, 2014 7:13 pm    Post subject: Re: Customer Service variations Reply with quote

Fobus because they don't rely on snaps?

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chambered221
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Joined: Aug 17, 2007
Posts: 3455
Location: Lost for good !!!

PostPosted: Thu Oct 23, 2014 7:28 am    Post subject: Re: Customer Service variations Reply with quote

Worst customer service dept IMO Kimber and Remington..... Both did a exelent job in the end but the BS and time frame to get there was horrendous.

Friendliest by far is Nosler and very knowledgeable people answering the phone.

Most arrogant is Redding.

Best and easiest to deal with Browning. Those answering the phones aren't the brightest bulbs but the company definitely believes in a happy customer.

Another great one to deal with RCBS.

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Bushmaster
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Joined: Jun 12, 2005
Posts: 10585
Location: Ava, Missouri

PostPosted: Thu Oct 23, 2014 8:49 am    Post subject: Re: Customer Service variations Reply with quote

Lee ain't bad either.

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Vince
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Joined: May 25, 2005
Posts: 13659
Location: Brisbane AUSTRALIA

PostPosted: Thu Oct 23, 2014 6:18 pm    Post subject: Re: Customer Service variations Reply with quote

I foundcthe staff at Remington to be either lazy or not interested in answering emails. How did I fix it...easy, an email to their CEO complaining that two emails had not been answered even though their blurb said they would be back to me within a few business days (I gave them two weeks). I received acre ply from him the next day apologising telling me to expect contact within a couple of days. It took four days but I did receive a reply to both my previous emails, albeit non-committal replies, almost like "I'm replying because I got my arse kicked and I've been told to reply".

Best service I've had was from a couple of smaller aftermarket companies...replies with 36 hrs with brilliant service.

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MacD
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Joined: Apr 08, 2011
Posts: 1052
Location: Canada

PostPosted: Thu Oct 23, 2014 6:26 pm    Post subject: Re: Customer Service variations Reply with quote

Another vote for Lee.

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DallanC
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Joined: Jan 18, 2005
Posts: 3213
Location: Utah

PostPosted: Thu Oct 23, 2014 6:59 pm    Post subject: Re: Customer Service variations Reply with quote

Leupold is awesome, had great experience with Canon cameras too (replaced a camcorder for free that was 2 years out of warranty). Oh and Thompson Center is excellent too.

I have two different Nikon Monarch binoculars the eye cups broke on, I'll be contacting them in the next week or so for warranty work so we'll see how that goes.

-DallanC
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TRBLSHTR
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Joined: Mar 23, 2007
Posts: 1054
Location: Lower 48's-left coast(near portlandia)

PostPosted: Thu Oct 23, 2014 8:21 pm    Post subject: Re: Customer Service variations Reply with quote

Very Happy I've dealt with leupold several times on a walk-in basis;never a complaint!I've also dealt with dillon and rcbs-they really want to get each others business and will go out of their way to keep the customer happy-lots of free stuff! Cool

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gelandangan
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Joined: May 07, 2006
Posts: 5878
Location: Sydney Australia

PostPosted: Thu Oct 23, 2014 10:01 pm    Post subject: Re: Customer Service variations Reply with quote

LOL Lucky you are not in Australia.

Here customer service is terrible on most if not all of the brands mentioned above.
OTOH it is not really the brand to be blamed, it is the local distributor for the product that are responsible for the atrocious services.

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Vince
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Joined: May 25, 2005
Posts: 13659
Location: Brisbane AUSTRALIA

PostPosted: Fri Oct 24, 2014 12:25 am    Post subject: Re: Customer Service variations Reply with quote

We can't complain about the service out here 'cause there ain't any...nothing to complain about.

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Cheers, Vince Cheers

Illegitimi non carborundum
(Never let the bastards grind you down)

Live simply. Love generously. Care deeply. Speak kindly. Leave the rest to God.

"Nulla Si Fa Senza Volonta."
(Without Commitment, Nothing Gets Done)
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Azar
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Joined: Jan 04, 2010
Posts: 273
Location: Utah

PostPosted: Fri Oct 24, 2014 9:07 am    Post subject: Re: Customer Service variations Reply with quote

Don't have much cause to call customer service very often. Never had an issue with a firearm that required the manufacturers attention (crosses fingers!).

But the two times I've called RCBS I've hung up thinking that this is a company that treats its customers right and want's to keep my business. Both times they sent me free parts. The first time, it was my own fault that it broke (due to ignorance) and I even admitted as such. They wouldn't take my money, but got my address and not only sent me a free replacement but some extras just in case.

From what I've heard, most reloading companies here in the states have excellent customer service. RCBS is definitely one of them.
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