Another Customer Service Post!!!

[Lawful Larry]

Well I sent my old model contender in for an "Easy Open Conversion" and it had been awhile.  They cashed my check, but never sent me the usual postcard telling me they received my gun.  I finally called and the wait was nasty.  The recording keeps coming on and that can get to you, but the constant beep, beep, beep is way too much.  I really think they do this just to annoy you while you are waiting and maybe you will just hang up.

When I finally got someone on the line he was pleasant, but his info was what got me pi**ed off!  He finally found where they had received my gun, but no work was being done on it.  Now they have had my gun for over five weeks and no work!  He said the explanation was that they could only install a SS trigger guard or I could wait till they moved the factory and then get the blued part.  The factory would be up and running he said sometime in August or so!  He said I should get the SS trigger part and then I could always send it back later and get the blued part installed. 

Since being taken over by S&W, this fine company has turned into a mess.  Whenever I get my gun back I will not be sending my guns back for factory work again!!!

[Bigeasy]

I hear what you are saying.  I recently went thru a similar phone tag / voicemail situation with Remington, and its frustrating.  In T/C's defense, I would say that bad timing  (company being sold, assembly line being closed, moved to another state) might be a factor.

Hopefully, service will improve once the dust settles..

Larry

[Lawful Larry]

I hope so.  It used to be such a nice company to deal with.  I remember the nice lady that used to answer the phone, she was so sweet and I enjoyed talking to her.  I guess her style just didn't fit the S&W profile of customer service rep!!!

I know you are right on the timing.  But that is my style and I have to live with it.  I'm the guy who waits in a line at the bank just to have the teller puts up the "Out to Lunch" sign just as I am stepping up to the window.  Go figure.     

[Czech_too]

Back on Dec. 1 of last year, well before word of the factory moving went out, I made a call inquiring about a sight for my muzzleloader.  Now this model rifle hadn't been made for a while, so I was pleased when I was told that yes the sight is still available, so I ordered two, one for a friend.  All my information was taken, including credit card #.  I was told that it would be 1-2 weeks till delivery.

Dec. 20th I call again regarding the order, this time I talk to another individual.  After explaining why I'm calling, ect. I'm told that the order is being processed and it should ship in 1-2 days.

Jan. 6th I call again, speak with the same person.  I ask why the delay?  Is the sight actually available?  I'm assurred that it is and that the order will be forwarded to the supervisor and hopefully ship in 2-3 days.

Now I retired from retail so I know that getting antagonistic on the phone is not going to get you anywhere so I try to remain polite through all of this.

Feb. 16, I call again, speak with a third individual and explain about my previous calls inquiring about the order.  I'm told that yes they do have the order BUT that not all the parts for this sight are in stock.  What parts they have are it, period.  Major pieces were not in stock and without them, no sight.

I guess what bothers me the most about all of this is that I feel like I was basicly lied to by the first two people I spoke with and now that I have my blood pressure up again...

MY 2+ cents worth.

[Hopalong7]

     Larry, We must bank at the same place.  Sadly my confidence in seeing TC return to it's once great level of service "once the dust settles" is waning rapidly .
Walt

[David D.]

Lets face a fact Thompson Center Arms, TC, is gone.  There now is a company with the name Thompson Center Arms now owned by Smith & Wesson (if that's who actually owns SW)    I think our days of the fantastic customer service TC provided us are now gone!!! 

[Richard P]

We're going to have to adopt a method for dealing with 'customer service'. When you call, keep a log of the date and time and exactly who you spoke with. Also the subject and what was said or agreed. When you call back and get someone else, do the same log.  If you have to call a third time it is time to go 'up the ladder', again keeping the written log. By this time you should inform them of your log.  If you still wait for parts or service you are due an explanation. One day you may need to send a copy of your log to get attention.
   Learn to document the activity.  rp

[Lawful Larry]

We're going to have to adopt a method for dealing with 'customer service'. When you call, keep a log of the date and time and exactly who you spoke with. Also the subject and what was said or agreed. When you call back and get someone else, do the same log.  If you have to call a third time it is time to go 'up the ladder', again keeping the written log. By this time you should inform them of your log.  If you still wait for parts or service you are due an explanation. One day you may need to send a copy of your log to get attention.
   Learn to document the activity.  rp

I learned this little trick to keep my butt out of trouble and to refresh my recollection as a cop!!!  This is why a cop always keeps a day book to document his activities.

[Lawful Larry]

Well I got the gun back and it doesn't work!!!  They worked on it because it has the new trigger guard.  But when I tried to install my new G2 barrels they will not close and lock.  And this is all after paying for the conversion! 

I called the factory and are sending a call tag and I will send it back to the factory again.  This is getting to be a nightmare. 

I hope I don't go crazy after this crap.  All I want is for the gun to work like they said it would.  Is that too much to ask?

[Graybeard]

S&W buying TC was a really bad idea in my opinion and now from what I understand they are in the process of selling TC off to Remington. If that rumor proves true then you can expect another major upheaval with TC. I tend to agree that TC is dead.

[lynneil]

I requested a new Contender hammer spring back in December, using their e-mail customer service. I received it yesterday, 3/22/11. Its a good thing that I had an old spare one in the meantime.

[gr8ful]

Wow I must have gotten lucky,  I called customer service and got the usual automated answer, but my wait was short, I ordered a split set of locking bolts for a "new" old barrel, the guy was polite, took my credit card number, and told me to expect my part in up to 14 days.  I got it in 5.  He also refered me to Eds TCs if I needed any advice on the installation.  Go Figure, all in all it was pleasant dealing with them.