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Posted: 4/30/2002 6:45:19 PM EDT
Was just curious if any of you have had any experience with Heckler and Koch customer service. I called two days ago to see about having some work done on my USP40; specifically converting it from a Variant 4 to a Variant 1. When I called the HK number, I reached an automated system. After making several menu selections I was forwarded to Customer service. I then reached a Voicemail system that asked me to leave a number and the nature of my problem/question. No one has called me back yet? Any ideas? Has anyone dealt with them before? Any other places that I can get this work done on my pistol? I am not aware of any HK armorers in my area.
Link Posted: 4/30/2002 6:53:42 PM EDT
Doing the conversion is not hard, it's getting the pieces. HK service is not oriented to the individual consumer. Suggest you post the question on hkpro.com. -hanko
Link Posted: 4/30/2002 7:01:05 PM EDT
It depends on the part you want. If you just want grip screws, small springs, or that dumb little pin that hold the firing pin assembly on a P7 together (and if you're persistent enough) someone in customer service will just mail it to you. As you've discovered, leaving a message doesn't help. Press "0" until you get an operator, then ASK for customer service. You should get a person.
Link Posted: 4/30/2002 7:02:23 PM EDT
I dealt with HK customer service when I had to send them back my USC due to a broken firing pin. They told me that I'd have it back in three weeks and I did. I was always able to get a live rep on the phone. This was sometime last year...perhaps things have gotten worse?
Link Posted: 4/30/2002 7:05:08 PM EDT
I have found that if you have a warranty issue they are decent. Anything concerning parts or custom work, you are a low priority. HK customer service has hit many highs and lows over the past few years. Good luck.
Link Posted: 4/30/2002 7:14:07 PM EDT
Call HK and ask for John in warranty service. Had my USP 45c variant changed last year, added a full size hammer at my request. Had it back in about 10 days. Remarkable service, they even threw in an extra flat floor plate for the mag with the extended one, no charge.
Link Posted: 4/30/2002 10:08:20 PM EDT
Hello! I sent a USP Tactical for service about 2 years ago. It took HKUSA over a month to even log that they had received it. That was the first firearm I have ever shipped and I was freaked. I imagined the box out in the rain and being used to hold the shipping/receiving door open. I imagined the pistol being used in a murder spree after being stolen. I finally posted my first time on rec.guns titled "Should I complain to the BATF?" That was the only way to get their attention. Weeks after my complaint I received the weapon back along with a $5 HK-logoed Timex and a foam beer chiller. Work order stated no problems. Weapon still wouldn't fire in single action. I (being no armorer or gunsmith) finally deduced that the trigger stop would unscrew enough to interfere with the single action break but not the double action. Who puts a trigger stop on a gun they market as "Tactical?" Sold it immediately and retreived all of my money because, at the time, everyone thought H&Ks with threaded barrels were cool (I found it was the cheapest H&K with adjustable sights). Will never buy a H&K again. James P.S. After over 15,000 rounds, my Sig P229 bent/crimped the recoil spring while firing. Still worked intermittently but was shreading the plastic guide rod. I called SigArms... Me: Hi, I have a 229 .40 and I bent my recoil spring. Now it is shreading the guide rod and causing the gun to jam. SigArms: What is your address? Me: (gave my address) SigArms: Will send you a new spring and metal guide rod right away. Me: Do you need my serial number? SigArms: No. Me: Oh, okay. Uhh...Thanks! SigArms: No problem, Thanks for calling. Bye Me: Bye. Two days later via USPS first class mail came a spring and metal guide rod. Bought two more Sigs and *will* buy again.
Link Posted: 4/30/2002 10:43:37 PM EDT
I think the fact you actually got to talk to a person and/or a respose of some kind is amazing. The only thing worse than H&K is Walther cusomer service. I called Ruger of all places and they sent me the spring and pin I needed free and promptly in the US mail. Weatherby was the same way. Kimber was decent as well. It is possible to provide good service with little effort.
Link Posted: 4/30/2002 10:59:42 PM EDT
Kar98 will tell you that they mispronounce their name when you call them.
Link Posted: 4/30/2002 11:22:41 PM EDT
[Last Edit: 4/30/2002 11:35:02 PM EDT by M4A2_L073754]
Little bit off topic, but anyway... Friend of mine bought Socom Mk23 Mod 0 from small gun shop about year ago. After about 400 rounds recoil buffer systems roll pin started to slide off its place. First contact he made, was email to importer where he stated the problem with all the info he can give; part numbers etc. After waiting about month he called to importer(never got response to email), again he explained everything. Importer promised to get new roll pin and recoil spring. After two months of wait and several calls my friend emailed to Germany straight to H&K and told everything about this POS importer. Response was fast, five days after he got package from H&K factory, there was new recoil buffer system with all parts assembled ready to drop in. And all he asked in his email, was little roll pin [:D] MN
Link Posted: 5/1/2002 12:54:33 AM EDT
I had to contact them about the c clamp that held the recoil spring on the guide rod. I had a USP40 compact were the c clamp broke. I called H&K and told them I needed a c clamp mailed to me. They said ok and took my information and said they would mail it off. About a week later I got the package from the. They didn't just send a c clamp they sent a whole new recoil spring, recoil spring guide rod assembly. I was happy.
Link Posted: 5/1/2002 2:46:49 AM EDT
[Last Edit: 5/1/2002 2:47:33 AM EDT by natez]
The only trouble I have had from them is that they require a PD leterhead or NFA paper to get any parts for an MP5, but they accept faxes and service was polite and quick. No complaints here.
Link Posted: 5/1/2002 6:48:09 PM EDT
I've had good results from HK customer service on the two occasions I needed them. One was to send a USP40 back for night sight installation (received it back in about 7-10 days), the other was to ask about markings on preban mags. They even hooked me up with a mag specialist to make sure I got the correct answers when I called to ask my questions. No complaints here.
Link Posted: 5/2/2002 7:32:48 AM EDT
HK customer service for non-LEO or non-military is pathetic. Took 6 months to fix a USP .45, I will never buy another HK product again.
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