PT&G problems - Advice or help

[Don-F]

Hello, this is Don from PTG I work on the company's website. Thank you for the many supportive posts. The posts that are critical are valuable too and we are trying to address those. We have been working on some issues related to the massive increase in product sales over the past few years, but I have yet to find a customer that didn't get taken care of, even if it took longer than the customer thought it should have. If you have anything you would like me to pass on to the sales team or Dave Kiff, send me a message and it will be brought to their attention the same day. Dave tries to return messages within 24 hours, and prints within 48 hours.

 

[dennisinaz]

Hello, this is Don from PTG I work on the company's website. Thank you for the many supportive posts. The posts that are critical are valuable too and we are trying to address those. We have been working on some issues related to the massive increase in product sales over the past few years, but I have yet to find a customer that didn't get taken care of, even if it took longer than the customer thought it should have. If you have anything you would like me to pass on to the sales team or Dave Kiff, send me a message and it will be brought to their attention the same day. Dave tries to return messages within 24 hours, and prints within 48 hours.

There are several on here that state they haven't been taken care of! I was going to stay off this but will bite. I tried to order two reamers several months ago. I talked to a NEW girl every day; none knew what the other had done. I even talked to Dave. He said that the reamers were possibly in stock and to have the "girls" ship them. I was transferred back and told them I wanted to order said reamers. She said she would have to go check to see if they were in stock. I told her I would wait. I was put on hold and after a minute or two the phone was disconnected. I called back and nobody had any idea what I was talking about- even the girl I had just talked to. Finally one of them said she would call me back with the order. I never got a call back. I called three more days in a row and nobody could give me a straight answer or ship me a simple reamer with a stock number. I finally gave up and ordered from JGS. Now I have found a company that actually has real people working there instead of just phone anwerers.

 

[Ken Dickerman]

I hate to criticize in writing, but maybe it will help a once great company get back on track. My smith sent my very well used 2009 reamer directly to PT&G for measuring wear by optical comparator with instructions to return reamer and results to me. Months passed with no news, I called and a girl told me she would take care of it. After another month I called and first girl was gone, another girl said she would take care of it, each time I resent a long chain of written and email correspondence. After another month and yet another girl, a brand new 2014 reamer showed up in the mail, not to my design, but with optical comparator measurements. There was never any explanation of where or what happened to my original 2009 reamer. I lost confidence in being able to communicate with PT&G and now use others.

 

[dennisinaz]

I hate to criticize in writing, but maybe it will help a once great company get back on track. My smith sent my very well used 2009 reamer directly to PT&G for measuring wear by optical comparator with instructions to return reamer and results to me. Months passed with no news, I called and a girl told me she would take care of it. After another month I called and first girl was gone, another girl said she would take care of it, each time I resent a long chain of written and email correspondence. After another month and yet another girl, a brand new 2014 reamer showed up in the mail, not to my design, but with optical comparator measurements. There was never any explanation of where or what happened to my original 2009 reamer. I lost confidence in being able to communicate with PT&G and now use others.

Stories like this go on and on. I don't get it. How did they fall so far?

 

[Dusty Stevens]

Factory contracts having to hire a ton of office types. Even a guy that buys 50 reamers/yr is a small cookie to them anymore

 

[DennisH]

Factory contracts having to hire a ton of office types. Even a guy that buys 50 reamers/yr is a small cookie to them anymore

Don't forget the Government Contracts

 

[GrocMax]

Don@PTG-

Ordered a specific P/N bushing kit, supposed to come with individual bushings .0002" apart. "These kits are made to order, wait and additional xx weeks."

Oh BTW on click they were supposedly 'in stock'. Lesson learned, some places ya gotta call and talk to a human and make sure things are 'in stock'. PTG is one of those places.

Receive pkg, has 6 bushings the same size.

LOL.

Did it get resolved?

Eventually.

 

[Dusty Stevens]

Bullets.com has bushing sets in stock some calibers

 

[GrocMax]

Bullets.com has bushing sets in stock some calibers

Do they take 'em apart and check diameters?

 

[Dusty Stevens]

I doubt it. Mine are always right. For my popular calibers i use jgs bushings. They come in a better container with markings on the container that last not scotch taped ink pen

 

[billlarson]

I hate to criticize in writing, but maybe it will help a once great company get back on track. My smith sent my very well used 2009 reamer directly to PT&G for measuring wear by optical comparator with instructions to return reamer and results to me. Months passed with no news, I called and a girl told me she would take care of it. After another month I called and first girl was gone, another girl said she would take care of it, each time I resent a long chain of written and email correspondence. After another month and yet another girl, a brand new 2014 reamer showed up in the mail, not to my design, but with optical comparator measurements. There was never any explanation of where or what happened to my original 2009 reamer. I lost confidence in being able to communicate with PT&G and now use others.

+2................SAME DEAL FOR ME........... LIKE PULLING TEETH TO GET WHAT YOU WANT......... HAVE`NT BEEN ABLE TO TALK TO DAVE IN YEARS......

 

[Don-F]

Yes as stated by others, PTG does stay busy with large orders but every customer is important to us. So far two people have contacted me with information on orders that need to be looked at and have their issues addressed. If you have a problem with an ORDER, message me here, but include a first and last name. The order number would be helpful too as there are many customers with the same first and last names.

 

[Chuckw]

Every time i call, i cant help but think to myself that the hiring committee must be using the wrong heads to make the hiring decisions! I know of no other reason to tolerate the level of incompetence continually displayed by "the girls".........

 

[Nvreloader]

IMHO,

Dave needs to take a some competent girls/guys
make a TOTALLY seperate section,
for handling custom reamer orders/questions only.

Only that staff handle that info, from start to finish,
and if they aren't up to the task, remove them.
Get another staff that can handle the job, competently.

I do believe that there is TOO many girls involved,
right hand doesn't know what the left hand is doing,
and that is creating this big CF, which is hurting PTG.

This last time ordering was really a CF, over a simple reamer design/change etc,
I am still on the fence about ordering my reamer, as the spec's are still really screwed up,
compared to what I what for the reamer, plus almost the double price increase,
from 9 months ago on the last RF reamer etc.

Tia,
Don

 

[ab_bentley]

Don, hit the nail on the head. Competent people. Hell I had to walk the last through last order I placed. How to get to the ranger I wanted, then I get an email saying they don't have it, so I had to walk that one through the process too. It's a sad day indeed when the customer knows more about the sales process than the staff does.

Adam

 

[Don-F]

Again after all this drama here, only two customers have contacted me with a problem from an order. Those are regrettable and we are working hard to make it right. If there is anyone else with an order that needs assistance, and feel they can't contact the sales staff to get it resolved, please message me and it will get looked at and set in front of the right people. Customers at PTG are a priority.


Dave Kiff runs the shop for custom reamers and he wanted me to pass on his email. dave@kifftool.com I personally see Dave on the phone for hours everyday talking to customers and insuring that they get the right reamer. He is extremely busy, so it may take time to speak with him, but he does try to return calls within 24 hours.


Now to address the complaints about the girls, we have gone through a few, but the group we have now tries very hard. We are always looking for knowledgeable sales staff though, so if anyone would like to relocate to Southern Oregon for a sales position please feel free to apply.

 

[JimPag]

Again after all this drama here, only two customers have contacted me with a problem from an order. Those are regrettable and we are working hard to make it right. If there is anyone else with an order that needs assistance, and feel they can't contact the sales staff to get it resolved, please message me and it will get looked at and set in front of the right people. Customers at PTG are a priority.


Dave Kiff runs the shop for custom reamers and he wanted me to pass on his email. dave@kifftool.com I personally see Dave on the phone for hours everyday talking to customers and insuring that they get the right reamer. He is extremely busy, so it may take time to speak with him, but he does try to return calls within 24 hours.


Now to address the complaints about the girls, we have gone through a few, but the group we have now tries very hard. We are always looking for knowledgeable sales staff though, so if anyone would like to relocate to Southern Oregon for a sales position please feel free to apply.

I would personally like to thank Don at PTG for helping me with a reamer print that I have been trying to get for over a year without success. It look less than 12 hours from the time I sent him a PM to the time where he located the reamer print that I was looking for. Great Job Don and I thank you very much for the way you handled my problem.

 

[DennisH]

I would personally like to thank Don at PTG for helping me with a reamer print that I have been trying to get for over a year without success. It look less than 12 hours from the time I sent him a PM to the time where he located the reamer print that I was looking for. Great Job Don and I thank you very much for the way you handled my problem.

+1 . . . Don is trying his best. Give him a chance to prove himself. I think you will be happy.

Dennis

 

[stork]

I have no irons in this fire or axe to grind with PTG, other than his reamers were used by my gunsmiths creating some of my rifles, I've never talked to or ordered anything from them.

However I've been following this thread for some time now and am very impressed with Don stepping up to the plate to try & make everyone satisfied. This speaks volumes, folks. Don can't do anything about past poor customer service issues, but it appears he's trying like crazy to fix issues he didn't start.

It's really tough to get quality help these days. If you're a small business owner you know what I'm talking about. Everyone wants a paycheck, but few of the millennial age group are interested in immersing themselves in product knowledge for a new job, unless they are passionate about, in this case, precision shooting.

Then, add to the mix a very high quality-proven product line that is in demand with knowledgeable shooters used to the fast, accurate service that PTG was founded on, and add an employee new to the industry that may consider the present job nothing but a paycheck, you can see how things can get frustrating from all sides.

I'd probably have a different outlook if it were my project getting delayed, my patience level is no better than anyone elses. But from the outside looking in, they're trying to fix the problem.

just my .02 worth.
Allen

 

[DennisH]

I have no irons in this fire or axe to grind with PTG, other than his reamers were used by my gunsmiths creating some of my rifles, I've never talked to or ordered anything from them.

However I've been following this thread for some time now and am very impressed with Don stepping up to the plate to try & make everyone satisfied. This speaks volumes, folks. Don can't do anything about past poor customer service issues, but it appears he's trying like crazy to fix issues he didn't start.

It's really tough to get quality help these days. If you're a small business owner you know what I'm talking about. Everyone wants a paycheck, but few of the millennial age group are interested in immersing themselves in product knowledge for a new job, unless they are passionate about, in this case, precision shooting.

Then, add to the mix a very high quality-proven product line that is in demand with knowledgeable shooters used to the fast, accurate service that PTG was founded on, and add an employee new to the industry that may consider the present job nothing but a paycheck, you can see how things can get frustrating from all sides.

I'd probably have a different outlook if it were my project getting delayed, my patience level is no better than anyone elses. But from the outside looking in, they're trying to fix the problem.

just my .02 worth.
Allen

+1 again, let's give him a chance. He is not going to do it overnight. Dave is still involved and want this situation corrected. JMO

Dennis