How To Be Happy With Firearm Customer Service
There are no guarantees your firearm will be absolutely perfect, just like your car, your rotor tiller, or any mechanical device. There are several things you can do to greatly better the odds of being satisfied, though.
I. The Big Brown Truck of Doom
If it gets to the point where you are shipping your firearm back for service, don't send anything other than the firearm itself. Some folks like cardboard boxes that the original firearm came in, for example. If you want that cardboard box, don't ship it. Don't ship choke tubes, riflescopes, cases you want in pristine condition, anything that it is not absolutely necessary. Your firearm should be packaged in a way that it can be thrown against a wall and not suffer damages, for there is a goodly chance that's the way it will be handled.
II. Verify Condition
Digital pictures are so very easy to take, most every cell phone takes pictures. There really is no reason for there ever to be a debate about the condition of a firearm when sent in, for it is so very easy to capture it and retain it for your records. Whether UPS, the Post Office, airlines, your personal insurance, or something you might theorize the factory did, it is easy to show exactly what you had when it left your possession.
III. Get first and last names, titles, direct phone numbers, and avoid E-mail
How often have you heard, “Browning said,” or “Savage said?” Anonymous information is generally worthless. If you want to rely on rumor and gossip, that's anyone's choice, but it is the really long way home. It is unlikely that you'll get much special information over the phone from a busy customer department. Any moderate-sized company with a customer service staff of 20 – 30 people has to go by policy, follow the script. Telling every other caller a different story is a recipe for disaster. Sometimes, it makes no more sense asking a firearm company why your gun doesn't “shoot right” than it does calling Ford Motor Company and asking them to tell you why your car runs funny. Of course it has to be inspected before anything can be determined.
Why
avoid e-mail? How much e-mail spam do you get? If you are anything like
me, it is impressive. Imagine how much barely legible e-mail firearm companies
get, from parts unknown. It isn't something that can be handled efficiently,
so it has to be ignored. The old spam the firearm company with free e-mail
has been beat to death and out of necessity it is low-to-no priority.
Phone calls get results, e-mails often do nothing.
IV. When All Else Fails
You guessed it; read the manual. Sure, most people don't, most people can't be bothered. It isn't completely the consumers fault, though, for some manuals seem to have more warnings and cautions in big letters and red ink then they do actual information, a sign of the litigious times. Many firearm manufacturers could do a better job on their manuals, to be sure. As far as I'm concerned, there is no reason why instructional videos are readily available for all firearms currently sold today by major manufacturers. Ruger has them: so should everyone.
V. Ask Questions Before You Buy
Deciding to glance at a warranty after your purchase isn't good timing, or helpful. You might not like the idea that Beretta has a one year warranty, for example, or may not like what it says. It only makes sense to educate yourself and take the warranty into consideration before you buy.
"Beretta
Firearms Warranty Information
The Manufacturer warrants that this firearm was manufactured free of defects
in material or workmanship; and for a period of one (1) year after date
of original purchase, the Manufacturer and/or its local official Distributor/s
(as listed here) agree to correct any such defect in this firearm by repair
or replacement (at their discretion and, if the firearm is to be replaced,
with the same or a comparable quality firearm). The Manufacturer does
not warrant the wood (stock and forend), grips or metal finish with respect
to finish, matching of pieces, dents, scratches, cut, dings, etc. which
are or should be apparent to the purchaser when the product is purchased.
It is the customer's responsibility to inspect this particular product
prior to purchase to ensure that it is free from defects or damage. This
Warranty is effective from the original retail purchase of the firearm
only. Beretta assumes no liability for consequential, punitive or other
damages (except as set forth herein) related to a warranty claim. A service
and/or handling charge may be required for non-warranty repairs.
THE MANUFACTURER AND/OR ITS LOCAL OFFICIAL DISTRIBUTOR(S) ASSUME NO RESPONSIBILITY FOR PRODUCT MALFUNCTION OR FOR PHYSICAL INJURY OR PROPERTY DAMAGE RESULTING IN WHOLE OR IN PART FROM CRIMINAL OR NEGLIGENT USE OF THE PRODUCT, IMPROPER OR CARELESS HANDLING, UNAUTHORIZED MODIFICATIONS, USE OF DEFECTIVE, IMPROPER HAND-LOADED, RELOADED OR REMANUFACTURED AMMUNITION, CUSTOMER ABUSE OR NEGLECT OF THE PRODUCT OR OTHER INFLUENCES BEYOND THE MANUFACTURER'S DIRECT AND IMMEDIATE CONTROL. THIS WARRANTY DOES NOT APPLY TO NORMAL WEAR OF ANY PARTS, INCLUDING METAL, WOOD, PLASTIC, RUBBER, SURFACE FINISH OR OTHER MATERIALS, OR IF UNAUTHORIZED REPAIR AND/OR ALTERATION HAS BEEN PERFORMED.The terms of this Warranty cannot be changed except in writing by an officer of the Manufacturer or its local official Distributor.
Wholesalers,
dealers or gunsmiths (unless they are a repair station authorized by the
Manufacturer and/or by it local official Distributor/s) are not authorized
to make any warranty repair or adjustment on behalf of the Manufacturer.
This Warranty gives only the original personal retail purchaser specific
legal rights.
Should warranty service be required for this firearm, please return it
to the Manufacturer (for firearms purchased in Italy) or to its local
official Distributor/s in your country (as listed here) through the Retailer
from whom purchased, giving the full details of the defect or malfunction
and stating date of purchase, along with a copy of your sales receipt.”
VI. Advertising Is Not a Warranty and not a Guarantee
Just because ad-copy promises you that you are going to buy the fastest-cycling, best patterning, softest-shooting, most reliable shotgun in the world (everyone makes that model) doesn't help your warranty one bit after you buy it.
Most ad-copy says the essentially same thing, regardless of manufacturer, it should surprise no one that they aren't all telling the truth. Not all rifles are the most accurate, have the best (or even good) triggers, not all handguns are reliable, and no one makes the “best patterning” shotgun. If it was truthful, they could easily guarantee it. They don't, of course. If service managers had to approve ad-copy, the landscape would be vastly different.
You don't get what you pay for, that's the greatest hoax ever perpetrated. Throwing money at things just means throwing money, as the government of the United States has dramatically proved year after year. Perhaps one day, we will start to catch on?
Copyright 2014 by Randy Wakeman. All Rights Reserved.
