User Panel
Quoted:
@RogueNathan I've really tied to give Faxon the benefit of the doubt, but your customer service/communication is abysmal. People in the group buy are reporting that they received barrels back today while I haven't received so much as an e-mail with tracking info OR an update. And I returned mine IMMEDIATELY, even posted about it here .. And despite being promised a "gift" to make good for our troubles, nobody received anything extra. I honestly don't care about extra swag, but don't promise us extra "gifts" to sate us while you blown past promised delivery dates and then send us nothing. That just adds insult to injury. I have received ZERO communication since I sent my barrel back, not even a SIMPLE CONFIRMATION E-MAIL THAT IT WAS RECEIVED. All I have for that was my shipment tracking notification from FedEx which thankfully I saved, because I have no confidence I'm getting anything back right now due to lack of communication. Literally the ONLY communication I have received from Faxon is you sporadically responding to posts on this thread or over at the Grendel forum. And thus far even those posts have been pretty far off the mark, as 5 promised weeks have turned to 12+. This has been a disaster, not because you guys jacked up the barrels, but because the customer service response has been well below sub-par. I bought one barrel from Faxon prior to this and was very happy with it, but this Grendel one certainly my last. I will gladly return to companies like Ballistic Advantage that have never burned me. I tried to go Faxon because of the promise of better quality, but I consider myself burned. View Quote I'd link the 65grendel thread here, but they'd only delete the post since they control the forum here. First and last Faxon barrel ever, and I may just sell it to be rid of it completely forever, and I will never, ever recommend Faxon to anyone. Ever. |
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Same traffic. I'd link the 65grendel thread here, but they'd only delete the post since they control the forum here. First and last Faxon barrel ever, and I may just sell it to be rid of it completely forever, and I will never, ever recommend Faxon to anyone. Ever. View Quote We will see if Faxon corporate does anything to change that. *And @tucansam I think your comment carries a lot of weight because you DID received your replacement barrel and hold that opinion. I haven't even gotten so much as a confirmation that they got mine back and I'm salty. |
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Small business has been in my family since I was a kid. And now my wife is a small business owner. I will frequent small businesses as often as possible.
Yes, I did receive my barrel. Yes, I did receive a tracking number, after emailing them and asking them for one. Timetables slip, that I understand. Long wait times are certainly a nuisance, and sometimes I think a company bites off more than it can chew. I will reserve judgement in this case because I don't know any of the specifics as far as why it took as long as it did. My issue is and always has been communications. The Grendel thread is now at 42 pages and counting. A couple of posts in that thread from Faxon directly would address at once hundreds of customers. Something as simple as letting us know the time line is slipping, or letting us know shipping is imminent, would have gone a long way. The complete absence of communications makes everyone very very nervous and personally leaves a very bad taste in my mouth. I vote with my wallet and have no direct contact with Faxon at all. I can't walk into their store and pound my fists on the counter and express my dissatisfaction. The only way that I can influence their business is through word of mouth. I am not interested in "teaching anyone a lesson," however as a consumer I am 100% within my rights to steer people away from this company and its products - based on my very unfortunate experience with them - when asked by fellow shooters. To be fair the replacement barrel looks and feels to be every bit as quality as the original, and I very much look forward to taking it out and shooting it. Based on the reputation of their products and all of the posts in the forum, I have no doubt the barrel will perform. The issue is certainly not with the quality of the product. It's with the customer service, specifically communications and lack thereof, of the company. My father owned a small business for 17 years, and I worked for him for some of that time. If I learned anything at all it was that the product will only take you so far. Customer service is probably somewhere around 75% of repeat business. Further evidence of this comes as a consumer myself. There are many companies whose products are either a little more expensive than their competitors, or a little less quality than their competitors, but because I have been treated amazingly well by them, they will continue to get my business. Faxon is not one of those companies. The fact that there are still several people on the forums posting that they never even received their original barrel has me completely dumbfounded and alarmed. This is the sort of thing where it should be unacceptable for any customer to fall through the cracks. |
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I alerted faxon of the issues and still haven't gotten a tracking number.
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Getting a little perturbed myself....I'm a patient man. I've never called or bugged anyone for anything I've ever bought (good or service). I do, however, expect a time frame and when that timeframe gets blown out of the water I start to wonder who/what I got myself into. At this point I haven't contacted anyone during this entire debacle, as I assumed from the reputation of Faxon that they would be squared away. Apparently I was wrong.
I ordered five barrels. I'm really not sure how to proceed. I understand the risks of a group buy, but the lack of communication is absurd. When you miss a date window by an exponential amount, the customer deserves some explanation, and in my opinion some type of compensation. A screw up like this has consequences in my line of business. |
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Esteemed Ladies & Gentleman-
First, I apologize for not responding on Friday and over the weekend. Tried to take a weekend off from the passion/job. The issue for shipment is on me personally - my guys caught an issue on one barrel and held shipment until I was back in the office to see it and either approve or disapprove the batch. Shipments are resuming today and tomorrow. While obviously aggravating for all of you who have waited patiently for these parts - I am proud of my team for holding shipments on any potential Q/C issue - no matter how minor. To your statements and complaints, we don't just hear you - we're acting on it. Bob and Barry Faxon were sent this thread with my comments, recommendations, and actions. They are personally following it closely. I apologize on behalf of the organization, myself, and all our similar passionate people here. Know you can always contact me directly with issues and I am happy to respond. That e-mail address below does reach me on weekends - even when trying to take some time off. |
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Quoted:
Esteemed Ladies & Gentleman- First, I apologize for not responding on Friday and over the weekend. Tried to take a weekend off from the passion/job. The issue for shipment is on me personally - my guys caught an issue on one barrel and held shipment until I was back in the office to see it and either approve or disapprove the batch. Shipments are resuming today and tomorrow. While obviously aggravating for all of you who have waited patiently for these parts - I am proud of my team for holding shipments on any potential Q/C issue - no matter how minor. To your statements and complaints, we don't just hear you - we're acting on it. Bob and Barry Faxon were sent this thread with my comments, recommendations, and actions. They are personally following it closely. I apologize on behalf of the organization, myself, and all our similar passionate people here. Know you can always contact me directly with issues and I am happy to respond. That e-mail address below does reach me on weekends - even when trying to take some time off. View Quote |
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Got mine, I held off on the criticizing because I knew you guys were doing what you could. I appreciate you fixing it for us, and hope it's all smooth from here. Thanks again.
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Received mine Saturday actually. Never did get a notification or tracking number sent ahead of time, but glad to finally have this barrel....again.
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So just out of curiosity, what was the "gift" supposed to be? Nothing else was in the box.
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Gents- Quick update on barrels as of this AM. They are in MPI again now with us planning on pull, pack, and ship this afternoon.
-Nathan |
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Update 2.0 for the day. Barrels have labels printed and are packed up. We missed our cut-off for pick-up, but everyone should have their tracking tomorrow along with ETAs on incoming.
Gifts are heading out via e-mail to everyone (separate from). We were going to our MuzzLok muzzle brake, but our guys made a point that most of you likely have muzzle devices, so we are sending out codes to everyone for our webstore to use on any product. Those who purchased multiple barrels will get multiple codes. |
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How far behind these fixed 12" barrels are the group B 12" barrels? It was my understanding that they were done at the same and should ship at or near the same time. I was planning on using mine for hunting but time is starting running out for me due to personal time constraints.
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Quoted:
Update 2.0 for the day. Barrels have labels printed and are packed up. We missed our cut-off for pick-up, but everyone should have their tracking tomorrow along with ETAs on incoming. Gifts are heading out via e-mail to everyone (separate from). We were going to our MuzzLok muzzle brake, but our guys made a point that most of you likely have muzzle devices, so we are sending out codes to everyone for our webstore to use on any product. Those who purchased multiple barrels will get multiple codes. View Quote Obviously typing this because I still haven't received any tracking info and highly doubt I will tomorrow either. |
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Quoted:
How far behind these fixed 12" barrels are the group B 12" barrels? It was my understanding that they were done at the same and should ship at or near the same time. I was planning on using mine for hunting but time is starting running out for me due to personal time constraints. View Quote |
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When a shipping label is created the tracking number is normally emailed at that time. Obviously typing this because I still haven't received any tracking info and highly doubt I will tomorrow either. View Quote We are having to manually port over tracking information for how our backend system handles return orders. |
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Update 8/23 @ 10:43
The gift should now be in your respective inboxes used to contact Faxon and arrange for the return of the barrels. If you do not see it, please send me an email directly so I can reply with a known good address. |
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Nathan/Faxon,
Just got my e-mail. Thank you for stepping up your game at the finish line. I'm glad you all have decided to offer some form of compensation. I look forward to getting my barrels built out and seeing how they shoot. I've got plenty of ammo and 600 yards. I'll post an AAR for sure. Quick question, do you (Faxon) plan to participate in future group buys? I'm just curious if this group buy has affected your opinion of them. Thanks agian, Chase |
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Quoted:
Quick question, do you (Faxon) plan to participate in future group buys? I'm just curious if this group buy has affected your opinion of them. View Quote In this case, when we recognized we had an issue with manufacturing, we did not want this technicality to stand in the way of trying to provide the best service possible, so we have attempted to act as if it was a "group buy" and service customers individually. As this was a special set-up, our back-end systems and processes were not prepared for how to assist best. Suffice to say, we have learned a lot in a short time. The strongly passionate reaction from everyone has certainly been a surprise and caught me personally off-guard, but I do not take that as a reason to step away from a group buy. If anything, it means that well-executed we reach great people with great product. Faxon stands ready for that next challenge armed with a bit more experience. |
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The gift was a big step up to the plate, so thank you.
Credit where credit is due, but in the future streamlining/improving your communications to customers will save you having to shell out $70 in store credit per. If the comms had been on point throughout, I wouldn't have cared about a gift. Just some feedback. Looking forward to the shipping info and getting the barrel. |
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Quoted:
We love you all, but it's important to understand we are not Amazon with a fantastically integrated ERP system. We are having to manually port over tracking information for how our backend system handles return orders. View Quote and not surprised that I haven't received any tracking info today either ETA just read on the 65grendel forum, only those who received a faulty barrel and sent it back will be getting the $70 discount code, while those of us who have NEVER received any barrel do not get the discount coupon. Wow. |
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Even the most basic shipping system will send tracking info when the label is created and not surprised that I haven't received any tracking info today either View Quote The day is not over yet! Barrels are out and in USPS' hands. |
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Correct, if linked to a customer account where they placed an order publicly. Technically, all customers are of BFT's, not directly to Faxon. Therefore, we had to spoof the system as an RMA order, which means I have to manually forward it over as stated. The day is not over yet! Barrels are out and in USPS' hands. View Quote |
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Just read on the 65grendel forum, only those who received a faulty barrel and sent it back will be getting the $70 discount code, while those of us who have NEVER received any barrel do not get the discount coupon. Wow. View Quote Any assumption otherwise is incorrect. |
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With absolute respect to you, we did not state that. We stated we were taking care of those who returned barrels to Faxon first, then looking at the rest. Any assumption otherwise is incorrect. View Quote View All Quotes View All Quotes Quoted:
With absolute respect to you, we did not state that. We stated we were taking care of those who returned barrels to Faxon first, then looking at the rest. Any assumption otherwise is incorrect. If anyone who sent a barrel back to Faxon (note, you must have returned one to us) does not have a code, send me an e-mail personally. |
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Quoted:
so you did not type these words: ?? View Quote My earlier message was meant for those from the first run who had opted to keep their barrels. Not all were returned to Faxon. I know there are many passionate feelings on this. You all are welcome to bludgeon me with anything - just know my intent is fully altruistic, you have my personal attention, and that we will take care of everyone. |
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You're handling this like a champ Nathan.
Everyone else, give him time to get things straight and be respectful and I'm sure it will get sorted out. |
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Quoted:
Sir, I sincerely appreciate you are upset and we are quickly trying to address all concerns. I also replied on the same forum to a similar query just a few posts later. My earlier message was meant for those from the first run who had opted to keep their barrels. Not all were returned to Faxon. I know there are many passionate feelings on this. You all are welcome to bludgeon me with anything - just know my intent is fully altruistic, you have my personal attention, and that we will take care of everyone. View Quote View All Quotes View All Quotes Quoted:
Quoted:
so you did not type these words: ?? My earlier message was meant for those from the first run who had opted to keep their barrels. Not all were returned to Faxon. I know there are many passionate feelings on this. You all are welcome to bludgeon me with anything - just know my intent is fully altruistic, you have my personal attention, and that we will take care of everyone. |
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Update for the evening-
All customers who returned barrels except three who e-mailed me personally should have barrels out the door, tracking in-hand, and the code. If anyone does not have this, please send me and Mark an e-mail. Mine is below and Mark's is [email protected] For those part of other group buys, I am setting up a call with BFT to discuss and we should have that taken care of in the next couple of days. Thank you so much for your patience. Look forward to seeing range results from barrels! |
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I got my replacement barrel Saturday, and used your gift to buy a gas block for my build. Thank you for taking care of us.
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Status report for the day - All e-mails into Mark and myself should have been responded too and my back-end shows all orders placed for replacements have shipped.
If you are missing any of this tracking, notifications, or gifts - please email Mark and I - [email protected] Thank you all for your continued patience. |
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Quoted:
Update for the evening- All customers who returned barrels except three who e-mailed me personally should have barrels out the door, tracking in-hand, and the code. If anyone does not have this, please send me and Mark an e-mail. Mine is below and Mark's is [email protected] For those part of other group buys, I am setting up a call with BFT to discuss and we should have that taken care of in the next couple of days. Thank you so much for your patience. Look forward to seeing range results from barrels! View Quote |
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Has the batch of barrels shipped to BFT yet? And by shipped I mean actually left your facility and in care of USPS/FEDEX/UPS View Quote |
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Does faxon have any 5/8x24 muzzle brake/ fh on their website? I couldn't find any through my phone.
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Got my barrel assembled. Went together like a champ. Can't wait to try it out. Attached File
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No, but for good reason. We are making sure that 100% of all the issues are addressed first, then we need to get a final count available so BFT can arrange final payment. View Quote |
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Within a day or two. We're turning our shop upside down to get these out to everyone. View Quote I just want a straight answer so I can figure out if I need to buy a replacement barrel while Labor Day sells are still going and if I need to sell this one when I do get it. |
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My replacement barrel seems to be lost in USPS hell. Tracking has been vague about exactly where it is. I went to the post office today and they said it was at a local distribution facility and I should get it tomorrow. I just checked tracking again and apparently it's at a distribution facility in another state.
Frustrating after all the waiting I've already done. |
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My replacement barrel seems to be lost in USPS hell. Tracking has been vague about exactly where it is. I went to the post office today and they said it was at a local distribution facility and I should get it tomorrow. I just checked tracking again and apparently it's at a distribution facility in another state. Frustrating after all the waiting I've already done. View Quote Just getting back from vacation and making sure everyone has tracking for the Group A returned barrels? Thanks! |
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There are none with those that have passed Q/C. But, for those curious, we are inspecting primarily for aesthetics. View Quote |
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