Gemtech customer service

[spencerhenry]

I have a Gemtech Outback II 22lr suppressor that I bought many years back. It is one of the early ones before they could be taken apart by the user. After not being able to hit the broad side of a barn with anything that it was screwed on to, I called Gemtech to see if the upgrade to make it user serviceable was still an option. I was told that it was, that it was $250, and would take 6 to 7 weeks. They sent me a FedEx return label, I shipped it off first week of November. I haven't heard anything and the tracking number I had did not work. So, today I finally called Gemtech to see if they had received it and what the status was.

I was asked if I had received the written estimate. Written estimate??? I was told it was a flat rate and would take 6 to 7 weeks. Today I was told that it was in "engineering" where they would determine if it was able to be upgraded, and that the process could take 3 to 5 months from the time I accept the written estimate. And if it was not capable of being upgraded that they would send it back to me.

I expressed my displeasure with being told one thing before it was sent in, and now a completely different story with a time line 2 to 4 times as long. At this point it probably would have been better to throw it away and buy a different one. I can say that if I buy another can it probably won't be a Gemtech, Now owned by S&W.

 

[shoot4fun]

I didn't even need to read this when I saw the title.
Nope sure you even talked to anyone in Idaho, more likely S&W CS in TN and they have zero knowledge of Gemtech product (especially the older models like you and I have). Mine is a .223 suppressor from about 20 years ago.

 

[pauls]

Kinda funny - Gemtech was in the suppressor business WAY before most of the current industry leaders. When I worked at a LGS, we were in the NFA / suppressor business a long time before most others. Even back then, Gemtech had a shitty reputation for their CS ( before and after their acquisition by S&W ). I ended up buying a Gemtech 9mm suppressor that we had at the store for several years because we almost couldn't give it away. Owner made me an offer I couldn't refuse.

It's not very quiet even with subsonics......................

 

[spencerhenry]

I was sent a written estimate for the upgrade, letter was dated 12-23-25. It stated that the suppressor had been examined and was determined to be suitable for the upgrade. I paid it as soon as they were open, on January 2. A couple days ago I called to ask about the status, was told it should be done in a week or two. Two days later I get an email, telling me that the suppressor is NOT repairable, that they were going to replace it with a current model. They need a dealer to send it to, and of course I have to go through the whole process as if I were buying a new one. I called immediately, asking why they took my money after determining that it was suitable, and then weeks after I paid for the service, tell me its junk.
So, it appears that I paid them $261.94 for a new suppressor. One that I would not have chosen, that I will not receive until about 3 months after I sent the old one in for upgrade.
The guy on the phone said I'd get my money back and the new suppressor, except the email makes no mention of getting my money back. If I do get both, its not too bad a deal. Except that the nearest dealer is about a 2.5 hour drive one way, and having to go through the whole process again.

I can say with certainty that I will not buy another Gemtech, or anything from S&W.