H&R/Remington Customer Service

[quickdtoo]

There's an article in the September Field & Stream magazine about Remington Consumer Service titled "My Gun Won't Work" by Phil Bourjaily, it has details on Remington's CS operation of which here are some highlights:

Even in July - typically a slow month - Remington CS fields 3000-4000 calls a week. The volume doubles from mid August through Thanksgiving.  They also receive around 4000 emails during busy months.

16 representatives answer the phones every day at Remington HQ in Madison NC.

The manager of Remington CS is John Locsin, he has a mix of shooters and non-shooters as Consumer Service Representatives (CSRs), he states that it's sometimes easier to train non-shooters, but shooting and hunting backgrounds are a definite plus, lately he's been hiring shooters.

A new hired spends 4 weeks in class learning company background and product lines before touching a phone. Then they spend a week with a CSR before "soloing" on a phone.

There's no mention of H&R in the article, it likely was written before Remington assumed the H&R CS function, but it gives you an idea of their work load and a glimpse at the impact of adding H&R service to their jobs.

Tim

[PHATINJUN]

Thanks for the heads up Tim. Kurt

[dpe.ahoy]

I talked to a "Dan" in Customer Service today, took over 11 min. to get to talk to someone.  (Phone has a timer on it.)   The good news for me is the 2 frames I sent in are "on the table" so should get them within 2 weeks.  The last part is reeaal familier soundin' but they are finally on the work table so will see.  I did mention to him one frame could be hung by the trigger without tripping the sear.  He said they would take care of it.  Hope so.  DP

[kevinsmith5]

Tim, used to train computer technical service spport reps.  Those numbers for Remington are actually not very high by the standards we worked at. I can say from that experience that if a major new category of support was added in we added new, dedicated CSR's to that support category. It would appear Remington has not done that from the obvious lack of knowledge of the product line that the CSR's have shown in dealing with me.

[kevinsmith5]

DP...

"dan" told me the same thing....7 weeks ago.  Still hasn't even shipped form their plant in Ilion.

[cajun]

I decided to cancel my order for an additional barrel based on all the info provided here.  I had shipped my receiver direct to Ilion.  I contacted "Ed" in customer service on Thursday of last week and received my check back in the mail yesterday (Monday) with an H&R patch.  That was a very quick response.
 
I'm not sure who "Ed" is but when I called in to complain I left a voice message for Dan but Ed Mazzeo is the guy who returned my call.  He provided all the same answers we have been getting:  new plant, new people, peak period, 6 to 8 week normal wait, etc.  He did offer to return my money and receiver.  I told him I would think about it and get back to him.  When I called back to ask for a refund, I asked for Ed and was told by the CSR who answered that he would transfer me upstairs to Ed???

Anyway, I got good results....Now I hope that I can get my receiver back before too long.

[1/5bobcat]

Spoke to Daniel today to find out how my BC is doing. Gardner signed for it on June 6. All 8 barrels have been fitted, and now they are waiting for the choke to come in for the 410/45 Colt Barrel. As to be expected, I heard the same routine that everyone else has been hearing.

Just want to thank everyone on this forum for all of the updates during the move as I, like everyone else has been affected by it. Also thanks for all the good info and tricks of keeping my Handies in good operating order.

-Harold