Differences in Customer service

[AndrewB]

I bought a Rossi R95 30-30 in early September online. I opened the box after I picked it up from my FFL and the lever hung down 2 inches beneath the stock. I called Rossi immediatley and shipped it back. They received it on 09/12/24. I called on 10/02/24 and they were waiting on a part. I called them again today 10/23/24 and they are still waiting on a part. I asked for it to be escalated to management and they will call me back within 2 days. At this point, I am requesting a new rifle be sent to me, which is really what should have been done from the start. We will see.

I bought a Pedersoli 45-70 1886 from Taylor & Company on 10/18/2024, rec'd it on 10/22/24. The carrier hook was flopping around in the action and the lever jammed open on working it the first time. I called Taylor this morning to request a new rifle be sent to me right away, expecting an argument, but they said "of course we will replace the rifle with a new one". Sending it back today and they will ship me one when they get it.

Disappointed in quality control from both of the manufacturers but delighted in customer service from Taylor's. They seem to be known for good customer service while Taurus/Rossi is the opposite.

 

[Tommie]

QC issues happen. It’s all about how the vendor handles the problem.

Recently Boyd’s Stocks went above, beyond and over the moon for me. They have my future business.

 

[D-4297]

I recently had issues with changing a barrel on a Kelby Panda TR action . Upon removing the barrel , threads were stripped and damaged . Consensus was that there was some foreign material in either the barrel threads , or the receiver when that barrel was installed
It happens .
Never the less ; I called Ian at Kelby's and he said to send it in , and they would look at it .
Approximately one week later , I called them to find out what the prognosis was . They received my damaged receiver on Monday , and had shipped me a NEW receiver on Tuesday morning .
Customer Service is spelled , K-E-L-B-Y ! None better anywhere .

 

[jds holler]

I was talking to a gal I work with (when I work ), about problems she'd been having with a pick-up she had bought recently. She mentioned that the dealer had told her that the years 2021 through 2023 were rife with problems, simply because of COVID. Staffing problems and shortages, interruptions in production runs, shipping problems, etc. has been creating quality problems for everything made in the world for awhile now.

I guess I must be kinda slow, but I hadn't really thought about it until then. Makes me kind of think twice about buying anything new or used that may have been produced during that time.-- and it might not be over yet. jd

 

[SEM]

I was talking to a gal I work with (when I work ), about problems she'd been having with a pick-up she had bought recently. She mentioned that the dealer had told her that the years 2021 through 2023 were rife with problems, simply because of COVID. Staffing problems and shortages, interruptions in production runs, shipping problems, etc. has been creating quality problems for everything made in the world for awhile now.

I guess I must be kinda slow, but I hadn't really thought about it until then. Makes me kind of think twice about buying anything new or used that may have been produced during that time.-- and it might not be over yet. jd

more likely to get worse, when I tell my customers I cant get the part they blow up and go looking for it themselves !!! .... they dont find it either... I remember their name for a long time, We are at the mercy of the manufacture and sub manufactures VOTE FOR TRUMP

 

[Gman]

I recently had issues with changing a barrel on a Kelby Panda TR action . Upon removing the barrel , threads were stripped and damaged . Consensus was that there was some foreign material in either the barrel threads , or the receiver when that barrel was installed
It happens .
Never the less ; I called Ian at Kelby's and he said to send it in , and they would look at it .
Approximately one week later , I called them to find out what the prognosis was . They received my damaged receiver on Monday , and had shipped me a NEW receiver on Tuesday morning .
Customer Service is spelled , K-E-L-B-Y ! None better anywhere .

Please do the family business right.

It's KELBLY!

 

[D-4297]

Never even noticed the second "L" in the spelling . And I've been a strong proponent of theirs for years .

 

[moondog]

Kelbly's for me all the way! Best folks in the industry.

 

[jds holler]

Years ago, returning a faulty firearm to the store/seller was common and easy. Now most states have the background check thing, and it is a major pain, or even impossible to go backwards and exchange the defective gun for another one. I don't even know how they would have to go about it.?? jd

 

[moondog]

Don't need to hear from the haters but the folks at Vortex set a high bar too.

 

[jds holler]

I've got to remind myself that my history of purchasing new firearms - and other stuff - hasn't been without problems, even years ago.

I have ordered two different S&W revolvers that had to go back for factory "rehab".

Another time I bought one of the new budget Remington 870 Express shotguns. - a sweet little 20 ga. with laminated stock, vent rib, and changeable choke. Got home and proceeded to find that the vent rib had a sweeping curve to the right; not crazy bad, but after I noticed it, it stuck out like a turd in the pudding.

I took it back to the store immediately, but of course the guy told me that he couldn't just give me another because of the serial number registration thing. It occurred to me that the serial number is on the receiver not the barrel, so why not just give me the barrel off another one. His lightbulb came on, and he agreed with me. I came home a happy camper, prolly a little happier than he was. jd

 

[Tommie]

Kelbly's for me all the way! Best folks in the industry.

Agreed

 

[Texas Solo]

Years ago, returning a faulty firearm to the store/seller was common and easy. Now most states have the background check thing, and it is a major pain, or even impossible to go backwards and exchange the defective gun for another one. I don't even know how they would have to go about it.?? jd

Buyer can ship a defective gun to manufacturer for repair, no FFL.
But if manufacturer replaces gun with a new one, it has to go through a dealer as the serial number is different. You will have to do another 4473 and background check.

 

[Iowa Fox]

Don't need to hear from the haters but the folks at Vortex set a high bar too.

They sure do

 

[AndrewB]

UPDATE

Taylor is shipping me a new rifle this week after they function check it to be sure it is perfect before they ship it. Things go wrong but what you do when that happens is what sets companies apart. Taylor has a customer for life.

Rossi called me back on Friday 10/25/24 and stonewalled me. They are not standing behind their product. Brand new unfired rifle out of the box 30 seconds before I called them and they have had it since 09/12/24 waiting on a new lever. They could give no idea of when they would fix it and send it back. So I asked them to send me a new rifle and they refused. Pulling the details together for my atty to send them a letter. I will never buy another Rossi.

Polar opposites in service. Taylor set a very high bar and Rossi, quite the opposite. Vote with your dollars.

 

[USMCsilver]

This is an "apples vs. oranges" post, IMHO. In nearly every case, I'd expect a smaller outfit that commands a premium price have better customer service than a much cheaper competitor.

 

[AndrewB]

I would expect a much larger multinational corporation to recognize the value of customer service and be more responsive to customers. Brand image is very important and impacts sales. I would expect them to have good service as well. Doesn't really matter as Rossi's customer service sucks and the products, while functional, are rough. I own enough of them to have an informed opinion.

Taylor shipped me a new rifle today. Yes, Pedersoli has a premium price, but also a premium product. Pay more, get more in this case. I will vote with my wallet.

We differ in opinion - and you know what opinions are like.

 

[Handi204]

See if you can find a regional sales representative, I bought a Citadel shotgun and 3 out of 4 choke tubes would not screw in, called the factory number they kept transferring me to shipping, got on the internet and found a regional reps phone number left him a message in a few minutes he called, said he would take care of it, and he did, all together I have 3 sets of choke tubes.

 

[DLT]

Don't need to hear from the haters but the folks at Vortex set a high bar too.

That’s very true. They are very good at standing behind their stuff when it fails