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I've been in the other shoe for some time as supervisor/manager at a manufacturing facility and I have to say that 95% of callers can be satisfied by end of the call but there is that 4% that requires second and maybe even 3rd call to satisfy. Then there is the 1% that will never be satisfied no matter what you do for them. Some people are jerks and nothing will change that.
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All valid points.
Actually, an issue/defect with a complete PSA AR15 lower is what prompted me to join this forum. I tried emailing PSA, to no avail; my emails went unanswered. I tried calling, and waited the usual 45 minutes to talk to a person, and I could barely hear the rep because of the background noise from other phone reps talking in the background. I tried to explain the problem I had with my complete lower. I explained to the rep that I had sent them an email with pictures of the defect. The rep located my email and said he would send it to his boss. I never heard back from PSA. So, I joined this forum in an effort to get my issues resolved, and, yes, to vent just a little.
An assembler had used a break-down pin détente pin to secure the bolt-hold-open lever, rather than the proper 3/32" roll-pin, and the bolt-hold-open lever basically fell off the lower. I fixed the problem with my lower myself by installing the proper bolt-catch roll-pin. But I was disappointed in the fact that the lower came with a defect that was basically pure negligence, and or, ignorance on the part of the assembler of the lower. All I wanted from PSA was the proper roll-pin to replace the one I bought, which was less than a dollar, and, perhaps an apology for my trouble. And, yes, the PSA rep here responded to my posts here and sent the roll-pin. Thanks.
I said all that to say this... my biggest problem with PSA is their attitude regarding customer complaints. I got the impression that, first of all, I should not have complained in the first place; secondly, I was verbally attacked by a PSA supporter here saying that I come here and shi* on all PSA threads, which is certainly not true. A secondary conclusion? Even the staunch PSA supporters here thinks no one should ever come here and complain or criticize PSA for defective products or poor customer service.
It seems to me that PSA's attitude is this... we provide products for the firearms consumer market that is a good value for the cost, and even if we send out shoddy work, or defective products now and then, our products are such a good value that no one should complain, even if they encounter a problem. And, we have such a large customer base that we don't care if we have a few dissatisfied customers; we don't need them anyway.
Sorry, PSA, but that is the impression I get of your overall attitude; yea, you may finally get around to satisfying most customers who have a problem, but you end up losing some as well. Even so, I like my PSA products I have purchased from you. However, I'm a bit more reserved about purchasing anything from you at this point in time. But that really doesn't matter to you, because you've apparently got more business than you can handle... good for you, and I wish you all the best of success. Maybe your new customer help-line/site will be an improvement.