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Posted: 3/25/2014 9:28:23 AM EDT
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I may have broken a part on my Tavor, although it's also possible that it was defective, so I called customer support and talked to a gentleman named Cole there. So far I'm impressed for a few reasons.
When I called a person answered the phone. NICE! When Cole didn't have an immediate answer he went and found out. NICE! He gave me a trouble ticket number right away and asked me to send the rifle in. NICE! So my Tavor is on it's way to them due to a messed up polymer buffer. I know you guys are all experts and stuff but pay attention when you put the stuff back together, I put the bolt guiding pin in upside down and when I did a function check I potentially messed up the bolt rotation bar. I didn't force it as I'm generally smart enough to know to not force stuff when it doesn't work right. But it's possible I did anyways, or I got a defective part. Either way they are going to inspect it and take care of it for me. Whether I pay for it or if it's under warranty is up for consideration. I'll be good with either route as if I messed it up I should pay for it. I'll update when I get the rifle back to let you know how the rest went. But so far go good. They have been very professional, friendly and focused on helping to solve the problem. |
| Cole also helped me out after my new Tavor arrived. I opened it up and there was only the rifle with a chamber plug in! No mag, no booklet, etc. I sent an email and got a response the same day. After a couple back and forths to determine what happened I was told a package would be delivered to my place with the missing eqpt. 3 days later and all the missing stuff arrived. I second IWI's good customer service. |
A mistake I won't be making again 
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I bought a used Tavor and it had everything but the operators manual. I called IWI and a nice guy answered the phone on the 2nd ring. I explained how I didn't have the manual and I offered to buy one. The Gent was very courteous and said he'd be glad to send me a manual, no charge. I got the manual sent by 3 day priority mail.
It is really nice when a company says they will do something and responds very quickly. So far I think IWI is the kind of company to be proud of. Oh I really like their products and they come across as being a class act. |
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I just got off the phone with them. Excellent customer service experience. Had a technical question. Receptionist answered on first ring. Sent me to tech support and Robert answered my question in about a minute AND e mailed me the document that spelled out the answer I was looking for.
Love these guys and their rifle! |
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Glad they got you turned around quickly. I remember waiting on FNH to replace my SCAR16 for about 6 months.
This is one area where it is unlikely anything will replace an AR in our lifetime. Break a part on your AR, and if you can't drive ten minutes and get it, you can at least have it overnighted to you. |
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Okay, all is said and done. My rifle was fine, what I thought was a problem in fact wasn't and is designed the way it is for a reason. Although, I was warned that I was over lubricating the rifle ;D
So I called them, they made a trouble ticket for me. I shipped them the rifle and got it back basically two weeks later with a health checkup that all was well, even if it wasn't I suspect I would have received it back in the same amount of time. I left a message for a followup as I had more questions, got it promptly and courteously. Where the nature of the designed was explained in a way that my simple mind could understand. I have nothing but 100% positive things to say about their C.S.. TL;DR version They answer their phone and are very helpful Extremely fast turnaround on fixing it They return calls and answer stupid customers (lol) with a great attitude. |
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