Lapua/Capstone Great Customer Service

[Trigger-Jerker]

We usually hear all the bad and not much of the good from companies and their customer service. So I thought I would share this. I had opened a new box of Lapua 6br brass yesterday afternoon to find out I was shorted two cases. Not the end of the world, I know. Last night around 8:30 pm I decided to contact them through their website form and see what happened. This morning at 8:03 am I received an email from Phil at Capstone Precision apologizing for the inconvenience and stating that depending on availability they would send replacements immediately or as soon as they are in stock. Less than an hour later Phil contacted me again with a tracking number stating they were on the way. A big thanks to him personally and the company in general for still caring for the consumer.

 

[johnmyers]

Phil, Ron and Bob and others are great guys. They go back to Sinclair In Ft Wayne

 

[Lbart]

All the Capstone people are super to deal with and extremely knowledgeable to boot!

 

[barefooter56]

On behalf of the Support Team here at CAPSTONE PRECISION GROUP. Thank you all for the kind words!

 

[gdbleb]

Both the people and the products are the best.

 

[ShtrRdy]

Do they have any 220 Russian laying around?

 

[Dkk37058]

Yes good folks. I had the same thing happen with 308 Palma brass a few years ago and received the cases within a few days.

 

[JMayo]

Same here. 2 of 200 missing.
He responded quickly.

 

[ebb]

They cheated you, and gave you less than you paid for, so you had to go to the trouble of begging them to make it right and they did it without arguing so thats good customer service??? Kind of like asking when a certain type of bullet will be available and being told to quite your bitching. I use and love the product, but this is a capstone induced error they should not have to be asked to provide what you paid for. I guess I am from a different era.

 

[barefooter56]

Thank you!
To get in line for the 220 Russian cases. Get on all the back order and notify lists you can after checking for stock with LAPUA DEALERS here: https://www.capstonepg.com/us-dealer-maps/dealer-webstores/

 

[Corey Schwanz]

They cheated you, and gave you less than you paid for, so you had to go to the trouble of begging them to make it right and they did it without arguing so thats good customer service??? Kind of like asking when a certain type of bullet will be available and being told to quite your bitching. I use and love the product, but this is a capstone induced error they should not have to be asked to provide what you paid for. I guess I am from a different era.

The brass is actually sealed when it's shipped from Lapua so Capstone cant tell if its short a piece or not.

 

[Eagle Six]

They cheated you, and gave you less than you paid for, so you had to go to the trouble of begging them to make it right and they did it without arguing so thats good customer service??? Kind of like asking when a certain type of bullet will be available and being told to quite your bitching. I use and love the product, but this is a capstone induced error they should not have to be asked to provide what you paid for. I guess I am from a different era.

I guess you rolled out of the wrong side this morning!!

 

[ebb]

Not at all. Lapua brass is the best or close to the beast their is, if they have the ability to make the worlds best brass they can surely count to 100. The OP was loading his brass that he paid a premium for and had to halt the process, probably for more than week to correct the vendors problem. Now someone that is close to the process is going to say " We weigh the brass and sometimes the count gets off." Does that mean out of that hundred the weight can vary the amount of 2 whole pieces? Somebody needs a new scale or to change the weight to a more realistic number or to make the brass more uniform. But don't tell me when the OP doesn't get what he paid for and has to chase down the proper amount that that is good customer service. Good customer service is when you get what you paid for. I am positive Lapua/Capstone was not trying to mislead and get paid for 100 but only sell 98. But do the homework and sell what you advertised.

 

[Eagle Six]

My post was to lighten up the comment with some humor. I don't want to get into a pissing match.

Companies have a Customer Service Department to handle issues for customers so the production, packaging and shipping department have reduced interruptions to get their products to market. Part of their function is to relay any issues and identify problems such as shortage of packed cases back to production. In a perfect world there would be little use for a Customer Service Department. In a perfect world there would be little use of this forum other than to brag because we would all be perfect. We could all safely live in a glass house.

The OP was about Customer Service, not production or other aspect of the company. With that said, we all have a right to complain, even if the complaint doesn't apply, after all it's the internet!

 

[ebb]

There will never be a pissing match, your opinion is just as important as mine, wrong side of the bed or not. Lapua, Capstone, customer service dept if it was as important to them as it is to us there would be 100 in the box. https://www.bing.com/images/search?view=detailV2&ccid=TgCmKPNq&id=6FCA5B496997E7DA553FFC9C50FF50D05A89B414&thid=OIP.TgCmKPNqgWpUOl5qZisJoAHaFj&mediaurl=https://www.gaprecision.net/pub/media/catalog/product/cache/1/image/1663x590/e9c3970ab036de70892d86c6d221abfe/2/0/20201104_152722_1.jpg&cdnurl=https://th.bing.com/th/id/R.4e00a628f36a816a543a5e6a662b09a0?rik=FLSJWtBQ%2f1Cc%2fA&pid=ImgRaw&r=0&exph=590&expw=787&q=alpha+munitions+brass+308&simid=607987414956209087&FORM=IRPRST&ck=52158467EA8CD9222D645EAC5DED3476&selectedIndex=21&itb=0&ajaxhist=0&ajaxserp=0 Seems to be little doubt as to how many they send out!!!!!

 

[DHuffman]

There will never be a pissing match, your opinion is just as important as mine, wrong side of the bed or not. Lapua, Capstone, customer service dept if it was as important to them as it is to us there would be 100 in the box. https://www.bing.com/images/search?view=detailV2&ccid=TgCmKPNq&id=6FCA5B496997E7DA553FFC9C50FF50D05A89B414&thid=OIP.TgCmKPNqgWpUOl5qZisJoAHaFj&mediaurl=https://www.gaprecision.net/pub/media/catalog/product/cache/1/image/1663x590/e9c3970ab036de70892d86c6d221abfe/2/0/20201104_152722_1.jpg&cdnurl=https://th.bing.com/th/id/R.4e00a628f36a816a543a5e6a662b09a0?rik=FLSJWtBQ%2f1Cc%2fA&pid=ImgRaw&r=0&exph=590&expw=787&q=alpha+munitions+brass+308&simid=607987414956209087&FORM=IRPRST&ck=52158467EA8CD9222D645EAC5DED3476&selectedIndex=21&itb=0&ajaxhist=0&ajaxserp=0 Seems to be little doubt as to how many they send out!!!!!

Ironically I received a box of Alpha that was one short. There was absolutely no question because the foam didn't have the dent over the empty spot.

Emailed them and they called the next day for a lot # and shipping address then sent two pieces.

Shit happens no matter how many fail-safes you think you have.

 

[jonbearman]

I had a box of 220 russian and when I turned it ,the brass didnt cut but sort of mushed. The stuff was so soft it was like stiff bubble gum. Lapua replaced it as soon as the box reached them. Their company is tops to me.

 

[rwj]

To error is human. The response to an error reveals character.

I tip my hat to Capstone for acknowledging the error and taking the appropriate corrective actions. Sadly, many do not and that creates dissatisfied customers that usually do not continue conducting their business with the entity. Very successful companies use their errors as learning opportunities to create less error prone processes and/or procedures. Those that don’t frequently fail.

 

[brokeasajoke]

I work in manufacturing and it happens. Even top tier companies are dealing with the current labor market. We buy back problems when a customer complains. Like it was said we paid for a certain product and expect that. Ever had to take an auto back for warranty service? Same difference, you've paid for an auto but received something not quite right. Customer service can make or break you. In a meeting with all our techs this past week our plant manager said "the customer will remember quality when the price is long forgotten* and part of quality is customer service IMHO. Now that being said there is a difference in whiners and true problems.

 

[ebb]

My daughter had a Dodge journey for maybe a year and a half maybe 2 years. She traded it in on a different brand. I asked her why she traded it and she said that she thought she had more milage on it taking it in for recalls than she did driving it where she wanted to go. I love Lapua brass I have it in 3 of the chamberings I shoot and would have it in more if they made brass in the other chamberings that I use, like RUM for an example. I get that nobody is perfect and there will be mistakes with even the best companies like Lapua. I just don't get the high praise for a customer service dept that is fixing a screw up. It should have been right the first time!!!!