I had never had to bother with contacting customer service over a firearm until recently, and I just thought that I would create a thread to put it out there how those recent interactions went.
The first company that I had to contact was Smith & Wesson. I bought an M&P Shield 9mm for my wife and there was an issue with the recoil spring. I called and talked to customer service and within minutes they were sending me a new recoil spring assembly at zero cost to me. About a month later I actually had to call them again to purchase a magazine spring for the same gun, because one of the springs had gotten bunched up in the magazine which bent it. Even though I offered to buy one they sent me one for free.
The next company I had to deal with was Rossi/Taurus. I bought a blemish Rossi matched pair .22/.410 for my son and it came with only the .410 barrel. The company that I bought it from (Kygunco) contacted Rossi and was told that the missing barrel would be sent to me, so I figured there is no reason to try and return it. Two months later I hadn't heard anything on it, so I contacted Kygunco about it and they talked to their Taurus rep who told them it would be shipped that week. The next day I got a call from Taurus telling me that I would have to pay for the barrel. According to the rep from Taurus, they knew the barrel was missing when they sent it to a distributor. They were considering that the blemish and that it was not covered by the warranty as such. I then contacted Kygunco again and they talked to their rep again. I then received a call from Taurus saying they would give me the missing barrel for free, but that I had to pay to ship my receiver there to get it fitted and to ship everything back. One more call to Kygunco later and Taurus is paying shipping as well. I am finally getting my barrel I should have received from the start, but it was like pulling teeth dealing with Taurus. I have nothing but praise for Kygunco after this experience though.
I have never praised Taurus, but I had also never really been a hater before. After the experience with them I understand why so many people hate this company. If it weren't for the great people at Kygunco I would have ended up only receiving half a gun and Taurus thought that was okay. I will likely never buy from Taurus again, and have been thinking about selling the couple guns I have from them. The experience with Smith & Wesson, on the other hand, made me want to buy more of their guns. Each person will have a different experience, but I just wanted to let everyone know the experiences that I had with these two companies.
The first company that I had to contact was Smith & Wesson. I bought an M&P Shield 9mm for my wife and there was an issue with the recoil spring. I called and talked to customer service and within minutes they were sending me a new recoil spring assembly at zero cost to me. About a month later I actually had to call them again to purchase a magazine spring for the same gun, because one of the springs had gotten bunched up in the magazine which bent it. Even though I offered to buy one they sent me one for free.
The next company I had to deal with was Rossi/Taurus. I bought a blemish Rossi matched pair .22/.410 for my son and it came with only the .410 barrel. The company that I bought it from (Kygunco) contacted Rossi and was told that the missing barrel would be sent to me, so I figured there is no reason to try and return it. Two months later I hadn't heard anything on it, so I contacted Kygunco about it and they talked to their Taurus rep who told them it would be shipped that week. The next day I got a call from Taurus telling me that I would have to pay for the barrel. According to the rep from Taurus, they knew the barrel was missing when they sent it to a distributor. They were considering that the blemish and that it was not covered by the warranty as such. I then contacted Kygunco again and they talked to their rep again. I then received a call from Taurus saying they would give me the missing barrel for free, but that I had to pay to ship my receiver there to get it fitted and to ship everything back. One more call to Kygunco later and Taurus is paying shipping as well. I am finally getting my barrel I should have received from the start, but it was like pulling teeth dealing with Taurus. I have nothing but praise for Kygunco after this experience though.
I have never praised Taurus, but I had also never really been a hater before. After the experience with them I understand why so many people hate this company. If it weren't for the great people at Kygunco I would have ended up only receiving half a gun and Taurus thought that was okay. I will likely never buy from Taurus again, and have been thinking about selling the couple guns I have from them. The experience with Smith & Wesson, on the other hand, made me want to buy more of their guns. Each person will have a different experience, but I just wanted to let everyone know the experiences that I had with these two companies.
