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9/22/2017 12:11:25 AM
Posted: 9/19/2005 7:09:23 AM EDT
As the topic says.

What's up with that ?

I'm tired of calling manufacturers that can't answer my questions
about their own product.

THEM: "I can't answer that ,you'll have to wait for the scope mount
person to come in ."

ME: "When will they be available ?"

THEM:"We don't know"

WHY don't they freaken know ?
It's in the middle of a business day ,don't you people have a schedule ?

This isn't just one manufacturer.
It seems to plague the industry today.
Calling customer service is even worse.
They always put someone there that can't speak enough English
for me to have a conversation with.

I figure that's their way of irritating people so they'll just hang up
and forget about it.

No matter the product or manufacturer ,I CONSTANTLY have these problems.

This seems to be at it's worst in the firearms industry.
Link Posted: 9/19/2005 7:14:35 AM EDT
They are not all unprofessional. Mark LaRue at LaRue Tactical is amazing to deal with, and I know some others are as well.
Link Posted: 9/19/2005 7:18:37 AM EDT
Probably because the "customer service" department is also the payroll, accounts payable, accounts receivable, R&D, shipping, receiving, IT, business development, HR, investor relations and janitorial departments.
Link Posted: 9/19/2005 7:19:34 AM EDT
[Last Edit: 9/19/2005 7:20:23 AM EDT by NewbHunter]

Originally Posted By cobrasks:
As the topic says.

What's up with that ?

I'm tired of calling manufacturers that can't answer my questions
about their own product.

THEM: "I can't answer that ,you'll have to wait for the scope mount
person to come in ."

ME: "When will they be available ?"

THEM:"We don't know"

WHY don't they freaken know ?
It's in the middle of a business day ,don't you people have a schedule ?

This isn't just one manufacturer.
It seems to plague the industry today.
Calling customer service is even worse.
They always put someone there that can't speak enough English
for me to have a conversation with.

I figure that's their way of irritating people so they'll just hang up
and forget about it.

No matter the product or manufacturer ,I CONSTANTLY have these problems.

This seems to be at it's worst in the firearms industry.



Which specific manufacturers did you have problems with?
Link Posted: 9/19/2005 7:20:54 AM EDT

They are not all unprofessional. Mark LaRue at LaRue Tactical is amazing to deal with, and I know some others are as well

+100 on LaRue Tactical
Ken Farrell is good also
Link Posted: 9/19/2005 7:21:07 AM EDT
The larger the company the worse the service.
Link Posted: 9/19/2005 7:21:36 AM EDT

Originally Posted By DzlBenz:
Probably because the "customer service" department is also the payroll, accounts payable, accounts receivable, R&D, shipping, receiving, IT, business development, HR, investor relations and janitorial departments.



More than likely. Most business can't afford a dedicated anything. A person wearing multiple hats maybe stretched thin, and then customers who bitch all the time have to be dealt with.

People also have good and bad days and that will play out over the phone.

Honestly though, the only time I've been treated poorly is at the gun shows by the "commandos" or the reps who are too busy to answer any of my questions.
Link Posted: 9/19/2005 7:22:12 AM EDT
I don't blame them. They're probably bombarded with all kinds of nonsense fone calls to the point where that can't even conduct business.

Link Posted: 9/19/2005 7:36:52 AM EDT
cobrasks: At least the person HAD the courtesy to say that he doesn't know. I've had people BS me for questions and it was disappointing to find out that the person was wrong, and didn't want to admit to it.
Link Posted: 9/19/2005 7:40:41 AM EDT
The Firearms world (industry and consumer) draws 2 kinds of people:

Those who are extremly curteous, professional, knowledgable, and safe. The kind of folks who populate Arfcom long-term.

The other kind are the gun show commandos, Toad of Special Weapons, Joeken, and the gun shop owners who won't let a 19 year old handle an AR-15 because "it has a pistol grip on it, so you can't handle it until you are 21 since the law treats it like a pistol."

Also because


Probably because the "customer service" department is also the payroll, accounts payable, accounts receivable, R&D, shipping, receiving, IT, business development, HR, investor relations and janitorial departments.


The firearms world is very tough to make a living in - it is a niche market.
Link Posted: 9/19/2005 7:45:13 AM EDT

Originally Posted By LUGERMAN:
The larger the company the worse the service.



Not quite true.. Brownells has excellent customer service.

Maybe the companies hire gunshow vendors to work in their customer service dept. You know the vendors who give you a dirty look when you ask a question. Because they have to stop talking to their buddy and actualy get up off the chair and then walk 10 ft over to the table.

Honestly I think the firearms buisiness is no different than any other industry. There are good and bad companies, and the law of economics will usually deal with the bad companies.
Link Posted: 9/19/2005 7:45:55 AM EDT

Originally Posted By thedoctors308:

The firearms world is very tough to make a living in - it is a niche market.


+1

Link Posted: 9/19/2005 7:47:45 AM EDT
Whats worse is when the customer calls you up to pick you brain on an item or procedure. Run through multiple configurations, then says thanks and hangs up. or the guy that sits on the line and wants to yack all day...

There is specialisation in companies. IE i handle all the EBR , Rifle and pistol questions. But ask me a Q about Shotguns, Well I have to transfer you to my dad who handles those.

Also remember every one is not a power house of knowledge like your self! Some of us just dont know it all....
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