Posted: 9/14/2015 10:14:17 PM EDT
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Some background to start- I have a Glock 43 with magazine removal issues. Most of the time, the magazine would not drop free and had to be pulled from the weapon. Like some other people that have posted online, the edge of the lip where the magazine catch interfaces was mushrooming. I shaved some material off and the incidence rate dropped from ~85% to ~50% of hung up magazines. I figured that something must be up as my Gen 4 G19 drops magazines free without fail. Even after months of use, the five Glock 19 magazines that I own show no sign of deformation and still possess very generous clearance with the sides of the magwell.
This worried me so I called up Glock Customer Support. When I inquired about the issue, the representative brusquely informed me that the magazines weren't designed to drop free and that this was because the G43 "is a small gun." My incredulous reaction was to ask him if he thought it was reasonable to have to rip a magazine out of the pistol under stress and whether it was expected for the magazine to deform in a critical area. With a little pushing and prodding, I was able to have the rep agree to send two magazines and a catch (the catch took extra effort) so that I could swap the parts. No reply to "Have a nice day" so I think I struck a nerve there. Before people jump all over my back, both of us were courteous during the exchange but I could definitely sense some defensiveness on his part. With this kind of sloppy design work/quality assurance and treating me like a fool, I'll have to think twice before purchasing another Glock handgun. |
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Quoted:
Maybe that one guy you talked to is an asshole or was having a bad day. I've got many years of trouble free shooting thanks to Glock so I'll let that be my guide. Posted Via AR15.Com Mobile Not normal of Glock CS but yeah some days you just get the only possible asshole. Sometimes perception is everything and maybe you both were perceiving the situation wrong. Maybe he was making sure to follow through on a through diagnostic instead of sending the wrong parts or sending the right part but not all the right parts. You yourself said you got the parts. |
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Yeah, I want them to send me mags so I don't have to send mine and be WITHOUT (or do it in TWO sessions).
Sadly, they just told me to send mine in. I DON'T need them due to any issues with inserting or removing--I fixed that with 7 seconds and sand paper. I just want the latest ones because I THINK their springs are a bit stronger...and they obviously made some improvement (like with the at least 2 generations of G42 mags). |
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Quoted:
Not normal of Glock CS but yeah some days you just get the only possible asshole. Sometimes perception is everything and maybe you both were perceiving the situation wrong. Maybe he was making sure to follow through on a through diagnostic instead of sending the wrong parts or sending the right part but not all the right parts. You yourself said you got the parts. Quoted:
Quoted:
Maybe that one guy you talked to is an asshole or was having a bad day. I've got many years of trouble free shooting thanks to Glock so I'll let that be my guide. Posted Via AR15.Com Mobile Not normal of Glock CS but yeah some days you just get the only possible asshole. Sometimes perception is everything and maybe you both were perceiving the situation wrong. Maybe he was making sure to follow through on a through diagnostic instead of sending the wrong parts or sending the right part but not all the right parts. You yourself said you got the parts. I'm glad you've had a good experience, but trust is hard to earn and easy to damage. I doubt the guy really even believed what he was saying as he was somewhat hesitant and dodged the question when I asked him whether or not it was acceptable. (not a fan of getting defensive even when it's orders from above) I appreciate new parts, but instead of tacitly acknowledging mistakes by sending out pieces, I'd appreciate honest disclosure that something is wrong with the product. Glock's had this issue before with the Gen 4 recoil spring assemblies and a voluntary exchange program. Quoted:
Yeah, I want them to send me mags so I don't have to send mine and be WITHOUT (or do it in TWO sessions). Sadly, they just told me to send mine in. I DON'T need them due to any issues with inserting or removing--I fixed that with 7 seconds and sand paper. I just want the latest ones because I THINK their springs are a bit stronger...and they obviously made some improvement (like with the at least 2 generations of G42 mags). I'm reluctant to modify mags but I might have to when they arrive. Which areas did you relieve? |
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When contacting glock they tend to be good with taking care of individual customers, but I have first hand experience of the typical corporate strategy:
Never publicly admit a defect or anything less than perfection I know of several cases when they put out defective product and knew it. Instead of owning up admitting it and telling all parties concerned about the issue, they will help only if you call them. The next guy is out of luck unless he calls. My example : Early 40's had issues with breaking extractors- I know of an LE agency that broke a bunch in the first range outing and after several episodes replaced all extractors with a different design. Good cs would then dictate calling all agencies and PROACTIVELY replacing possible problem parts. Instead another agency six months later with the same issue contacted glock for a fix. Glock never admitted an issue or that previous customers had the problem. Integrity is doing the right thing when no one is watching- glock does not abide by this. |
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I've dealt with Glock a few times for the BTF issue. They always seem to blame everything. I was told
ammo, poor technique, needed to fire 500 more rounds. I was lucky enough that my LGS sent the gun in for me twice. I sent a nasty letter the second time and they replaced the gun and gave me 2 mags. Love the product but hate the games. I hate to call the production manager to make sure they didn't try to send the same gun back twice with no changes made. |
Welcome to the club! 
I've owned numerous guns from numerous gun manufacturers all of my long life. Of them all Glock GmbH/Inc. has the worst, most cynical, most condescending, and most duplicitous customer service of any firearm manufacturer I've ever dealt with - Period, bar none! 
(So I guess I don't have to tell anyone what I think Glock can do with their free pens!) 
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| As stupid as it may be, I generally don't deal with customer service for anything unless I have too. If I can fix the problem, even it costs me money, I am thrilled. That being said, I've never messed with Glock CS before. Never had too firstly and secondly the few things that have been broken on my Gen 3's were my fault or because of use/age. Just ordered the parts and replaced them. |
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Quoted:
I've dealt with Glock a few times for the BTF issue. They always seem to blame everything. I was told ammo, poor technique, needed to fire 500 more rounds. I was lucky enough that my LGS sent the gun in for me twice. I sent a nasty letter the second time and they replaced the gun and gave me 2 mags. Love the product but hate the games. I hate to call the production manager to make sure they didn't try to send the same gun back twice with no changes made. This has been my experience too. Glock seems to brainwash the armor trainees with it too. 90% of any failure is 'limp wristing' 5% is poor ammo selection, and the remaining 5% is improper lubrication. With 20 other guns in your inventory that don't have the feature you are calling Glock about.................................. 
Remember back when all of our 'perfection' Glocks were recalled to replace blued internals with plated internals? And then...........there was the recall for the frame rail tabs cracking. |
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I had issues with my Glock 43 mags and decided to send them an email. 48 hours later they responded asking to swap them out. They shipped me new mags along with a prepaid label to send back the old ones. Outstanding customer service in my opinion.... Posted Via AR15.Com Mobile |
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Quoted:
I've dealt with Glock a few times for the BTF issue. They always seem to blame everything. I was told ammo, poor technique, needed to fire 500 more rounds. I was lucky enough that my LGS sent the gun in for me twice. I sent a nasty letter the second time and they replaced the gun and gave me 2 mags. Love the product but hate the games. I hate to call the production manager to make sure they didn't try to send the same gun back twice with no changes made. I called Glock on my recent 34 issues and the rep acted like I was inconveniencing him by contacting CS. First step was blaming ammo and grip despite the fact that a handful of other Gen 4 9mms are fine with the same ammo and me shooting them, he grudgingly consented to letting me send it in on my own dime. After asking for a label since it was brand new minus a case or so of ammo and giving him my email he tersely ended the call. I was nice the whole time because I've always heard such good things about Glock support and never get angry with the person on the phone as it isn't their fault. I was disappointed with the way I was treated especially when compared to a company like BCM. I've contacted their CS once and they almost seemed embarrassed that I had an issue and took care of it very quickly. |
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I've dealt with Glock CS in regards to a defective G19 before. You all can have the new Glocks. I will stick with L prefix and older guns.
I think it is ludicrous to have to spend $70 to overnight a pistol (sometimes twice) that was defective out of the box. S&W and Ruger will pay shipping both ways. That is good customer service. |
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Quoted:
Welcome to the club!
I've owned numerous guns from numerous gun manufacturers all of my long life. Of them all Glock GmbH/Inc. has the worst, most cynical, most condescending, and most duplicitous customer service of any firearm manufacturer I've ever dealt with - Period, bar none!
(So I guess I don't have to tell anyone what I think Glock can do with their free pens!) This right here. I've been carrying Glocks for 23 years now and have been an armorer for 20 of those years. My first run in with Glock customer service was with my early G21. It needed to go back to Glock for a non-recall "upgrade" ( Glock speak for a recall that they never tell you about or publicize till you call them for something else) to have the slide milled for a new style extractor. They flatly refused to pay shipping and flatly refused to let me send in just the slide, so I was out approximately $60.00 for overnight shipping. The up side is that the gun came back beautifully refinished and has worked flawlessly for almost 50,000 rds now. My second run in with Glock customer service was only a couple years ago. I had bought a 3rd Gen G19 that exhibited "brass-to-face" so badly that the gun ejected 3 or 4 cases per magazine to the LEFT. I called CS and the guy started out fine, till I mentioned that my brand new G19 was ejecting poorly and I wanted one of the new ejectors to see if it would fix the problem. The rep told me that I was using underpowered ammo. I told him that I was using Speer 124gr+P God Dots, and did Glock consider this underpowered? He literally grumbled into the phone, then told me that I was limp wristing the gun and to have others shoot it. I told him that I had been shooting Glocks for 20 years or so and had never limp wristed one yet, so why would I start now? I also told him that I had other shooters shoot it and it ran the same for them, so was everyone who shot the gun limp wristing it? He again literally grumbled in the phone, then told me that I needed to shoot it some more. I told him that I had almost 500 rds through the gun at that point and asked how many rounds it would take before they would acknowledge that there was a problem? He again audibly grumbled, then told me that I would need to send it in and immediately added that no, they would not provide a shipping label. I told him I was an armorer and requested that he send me the new ejector. He again audibly grumbled into the phone, then asked for the number on my certification. I told him that the certificate was at work and I was home and provided him with my name and asked him to look it up that way. He started to refuse, then relented and admitted that he could look it up by name. After verifying that I was, indeed, an armorer, he demanded the address to ship it to. I gave him my home address. He told me it would go out in the mail in a week or two then, literally, hung up on me. The ejector showed up in about a week, I installed it, the erratic ejection went away and all was well. Like I said above, I've been carrying and shooting Glocks for 23 years now. I love the guns for the simplicity, durability and reliability. I absolutely hate their corporate model and their customer service (or lack thereof) based on my dealings with them. I'm conflicted, because I really don't want to support the company based on my experience with them, including the almost brainwashing that they try in the armorer's classes, but the product just works, and works well for the most part. Where else can you buy a brand new gun for $425.00 (blue label pricing) that you can expect to last as long as you do and should work problem free for all that time? Where else can you buy a gun that has the massive amount of support that Glock has? Where else can you buy a gun as easy to work on as the Glock? In all, the positives outweigh the negatives, but I still have to think really hard before buying another Glock. The sad part is, I still do buy them. Bub75 |
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Quoted:
Not normal of Glock CS but yeah some days you just get the only possible asshole. Sometimes perception is everything and maybe you both were perceiving the situation wrong. Maybe he was making sure to follow through on a through diagnostic instead of sending the wrong parts or sending the right part but not all the right parts. You yourself said you got the parts. Quoted:
Quoted:
Maybe that one guy you talked to is an asshole or was having a bad day. I've got many years of trouble free shooting thanks to Glock so I'll let that be my guide. Posted Via AR15.Com Mobile Not normal of Glock CS but yeah some days you just get the only possible asshole. Sometimes perception is everything and maybe you both were perceiving the situation wrong. Maybe he was making sure to follow through on a through diagnostic instead of sending the wrong parts or sending the right part but not all the right parts. You yourself said you got the parts. +1 Call back. I had a similar problem with getting parts from a dealer. They sent me a bunch of springs and 2 slide locks when I was frustrated with dealers, and their online bs. |