Why is the firearm industry so terrible at customer service?

[Fire 4 Effect]

I've been an avid shooter for several years now. I shoot competition pistol, tac rifle and recently long range and benchrest. I find myself constantly amazed at the horrible customer service from weapons manufacturers and retailers. I can tell you I have left 7 voice mails AND emails this week alone for 7 different weapon retailers and do you know how many have been returned? ZERO. Not one. I'm requesting quotes to purchase weapons that run anywhere from $2000 to $5000 and these guys won't even send an email that says they're busy. How does this industry not collapse with such horrible business practices? Anyone got any 'magic bullets' to solve these issues? I'm in several forums. I'm calling multiple dealers that are purportedly 'reputable' and I can't even get a simple answer..... I'm tempted to 'name names' but I doubt that would help my cause. Suggestions?

WW

 

[TheSnake]

I don't feel the entire industry has bad customer service. I have dealt with companies that provide poor customer service and others that truly bend over backwards to make sure my needs are taken care of and I reward the later with as much repeat business as I can. I think many areas of the firearm industry have been extremely busy the two last years and are probably either just getting caught up, or still running behind. It sounds like the companies you are talking with are either too busy to keep up with demand, or they just don't need your business. Either way, I would give them two chances to get back with me, and if they don't, I would take my business to someone that treats me like a customer. If they tread you this bad when you are buying, what will it be like when you need warranty coverage.

Chances are that there are several others out there that have what you are looking for and hopefully you will find the one that earns your business.

 

[Joe O]

Main reason,is that anyone that has anything to do with manufacturing guns and equipment for the shooting industry,is busy.More than I have ever seen in my lifetime.Call 4 or 5 barrel makers and ask how long it would be to get delivery on ,say a 20BR or 257AI with 1:8 twist,just as an example.Based on my experience in the past year,it's the shooters of America,that are really stimulating the economy.

 

[clowdis]

A phone call will usually get someone on the line. If it's a small company it will probably be a secretary because the main person is probably in the back running a machine (Lilja barrels for instance). But if you have a question leave a message or talk with whoever answers the phone and maybe they can help you out. You're not going to get the head guy at Wal Mart either although they have good customer service. If you can't get happy with the answers and service that you get this way then take your business to another supplier. Like someone said above, if they won't talk to you now they sure aren't going to talk to you if you have a problem. There are a lot of good suppliers in the firearms business. Find one that will work with you.