Author Topic: Need some light shed on NEF customer Service (Read 686 times)

bad-dog45 · « **on:** August 31, 2005, 01:06:33 PM »

It s me again, still living the saga of the 25-06. I sent the rifle back to NEF. They have had it for 3 days now, and done absolutley nothing with it.
I ve talked to the same person 3 times now, and all she told me each time was it will take about a week, and hurrys me off the line. I had the wife call for me while i was working, and she talked to Gordon. He just opened it this morning( after 3 days) and he informed her that he would try to get it out to shoot on friday( maybe) I guess my word isnt good enough, the gun will NOT shoot accuratly. Im getting very frustrated here.
I ve decidfed against ordering another barrel, as i ve not been happy with the service ive gotton so far, so why add to the trouble. I would like to thank everyone here that has helped so far. This is a great fourm and a real nice bunch of guys. But i dont think I will be associating with NEF much longer.

Varminter · « **Reply #1 on:** August 31, 2005, 01:21:08 PM »

I don't know if you are aware but i'm going to inform you. NEF's CS department is well UNDERSTAFFED. Everytime you call there is probably 10 other people waiting to talk to the same person. Give them time there is alot they have to go through. Be paitent when you call, don't get irate or start shouting. There is other warranty work going there besides yours. And with all the barrel orders with the discount you will have to be patient. It's be 3 days....o well.....ask Lik2Hunt how long he had to wait for his 25-06. If they get to Friday thats great if not BE PATIENT

myarmor · « **Reply #2 on:** August 31, 2005, 01:21:20 PM »

Sorry to hear about your rifle there Bad Dog. NEF/H&R isn't a perfect company and a couple lemons will no doubt slip through. I too had a bad experiance with my Ultra I sent back to the factory to get one of the last 30-06 UltraComp barrels. I waited about a month and got it back, VERY excited to get my rifle back I take it out and and shoulder it. I pull back the hammer.........and pop....my transfer bar fell out :evil: . I was out of shooting groundhogs for over 2 months when all was said and done. And you know how fast the multiply. But after I got my rifle back a second time, it has worked flawlessly and my 223 and 30-06 are shooting great.
A bad ordeal? Absolutely. And I felt cheated. But everything worked out and I am back to shooting as much as possibile.
I hope the bad taste doesn't stick with you. I had a very bad taste and I feel where you are coming from. But these are great rifles and are very reasonable on the price.
Be patient my friend, they will hook you up, and you will be back shooting again soon :toast: . Please give us a report when you get it back.

stimpylu32 · « **Reply #3 on:** August 31, 2005, 01:45:28 PM »

Bad-dog 45

Sorry to hear about your problem , it happens even with S&W and RUGERS , I've been lucky everything i have got from H&R has worked fine .

As far as waiting 3 days , it took 6 weeks to get my income tax return check and as much as i would like it i still have to deal with the IRS :cry: :cry: :-D

Just give them a little time and they will get it fixed .

That being said remember other people deal with them not just you :roll:

quickdtoo · « **Reply #4 on:** August 31, 2005, 01:46:47 PM »

Yup, what they said!!!

Be patient, H&R/NEF has excellent CS, they just aren't gonna be as fast as a larger business with the few people that they have working there, but they'll come through for you in the end. If you give up on em now, it will only be your loss. :wink:

Mac11700 · « **Reply #5 on:** August 31, 2005, 08:53:58 PM »

Quote

I guess my word isnt good enough, the gun will NOT shoot accuratly. Im getting very frustrated here.

Actually...it isn't...namely becuase they have to determine what it is...or isn't doing...and what's the problem with it...They don't know you from Adam...but they do know their rifles...

The folks at NEF C/S are a really nice bunch of people and will bend over backwards to help you...if you are courtious on the phone with them.....and being rude and p-o'de at them and giving them any attitude on the phone...isn't the best way of going about getting good service. They are very short staffed as what has been told to you

Quote

I ve decidfed against ordering another barrel, as i ve not been happy with the service ive gotton so far

That's too bad...but I feel your Haste is the reason for most of this situation in the first place...My advice is to let Gordon live up to his word...and if you do...you'll have a good rifle when he sends it back...even if it takes a few weeks to get it...remember the old saying...

All good things come to He who waits

Mac

jack19512 · « **Reply #6 on:** September 01, 2005, 01:20:44 AM »

Impatient

R.W.Dale · « **Reply #7 on:** September 01, 2005, 06:21:50 AM »

He should have to go through what I did when my S&W 22A broke. The factory took 3 months to get it fixed.

bad-dog45 · « **Reply #8 on:** September 01, 2005, 11:36:44 AM »

I hear what all are saying, and yes I agree. I am Impatient. All I wanted were a few simple answers. And I couldnt get them. I spoke to Gordon this morning, and he told me my rifle was "down on the range" as we spoke. He assured me that the issue would be resolved today, and that i was to call after work and there would be someone there to answer my questions. Unfortunatley( I think it was just my bad luck working again) Whoever was to be there had an emergency and had to leave. Now, Gordon went out of his way to make this right, and due to things that were out of his control, I still dont have answers. But, in this instance, i understand. I spoke to Tereasa, No idea what position she holds, but she was terrrific, and very helpful. She also assured me that it would be taken care of tommorow morning. I wasnt trying to whine or complain, just looking for guidance from "seasoned vetrans" who have dealt with CS before. And if thats how I came off, I appologize. ohhh yeah, I am quickly becoming a Handi-holic, the whole done with NEF is just a symptom of the disease, denial or whatever medical term might apply :wink:

35Rem · « **Reply #9 on:** September 01, 2005, 03:36:47 PM »

Hey Bad Dog,

I'm glad to see you have cooled off a little. As for them shooting your gun, it's not becuase they don't believe you. They need to see what's it's doing first hand. They me be able to recognize something wrong. Either way, they have to be sure that it is the gun, in any case. They more than likely put it in a machine type rest, to take ALL the human error out. They may even just shoot the barrel alone, to see if there is a problem with the gun. Eother way, just give 'em a little time to work their magic. I'm pretty sure they will make it right, whatever it takes. I hope it goes well.

stimpylu32 · « **Reply #10 on:** September 01, 2005, 03:38:13 PM »

BAD-DOG 45

Keep your chin up , the light at the end of the tunnel an't always a fraight train :D :D

tommy_tsunami · « **Reply #11 on:** September 01, 2005, 06:09:14 PM »

You're right about Customer Service (which I think is only 2 people) is TOTALLY understaffed. I've talked to Jennifer 2 or 3 times and she is always in a total hurry. You try to say something and she's already talking, basically trying to get you off the phone. They made some mistakes with my order because she WOULDN'T just take 2 seconds to listen to what I had to say.

They also don't check their email well, so don't count on that method as taking care of things.

To be totally honest (and they should be happy about this), I think this forum has increased their business to the point where they simply can't keep up. Think of ALL the post on here of people sending their guns in for new barrels. It's absolutely amazing.

My 2 cents. T

Mac11700 · « **Reply #12 on:** September 01, 2005, 09:14:53 PM »

Guys:

The 2 main C/S reps in the department are Jennifer and John ( with a H )...not to be confused with Jon the gunsmith...and sometimes even their Boss Gordon will man the phone lines... as he has done of late...Jon( NEF's gunsmith) doesn't normally take calls,but he has taken some over the past few months...he and Brian are pretty busy testing and working on the guns... but he does help out on the desk sometimes...as does Mary from billing and a few others.They are real busy in there...as to Jennifer rushing calls...well...she is doing triple duty for right now.. not only does she answers calls... she is filling orders and doing shipping work as well.Yes...they are short staffed...John has been out for a couple months due to an injury...and is due back later this month and your right...us Handi-holics have been keeping them hopping filling our orders...so... remember this when you call them and expect them to take all the time in the world answering your questions...it can get pretty hectic for them...and from my experiences with them...they have always treated me nice and have always gone out of their ways to help...My hats off to those overworked,understaffed,& underpaid folks...they always catch all the flack when things aren't right...how many times have you called them up...when things were made right...just to say ..Thanks......?

Mac