Just an update on PSA Customer Service

I too have no issue with an initial time estimate going long due to circumstances beyond normal control.

But if I ask for status and get no response, how do I know if the vendor is swamped or closed up and left with my money?

Do I wait indefinitely and then have folks call me stupid for not following up in a timely manner?

Sometimes I think folks just like to respond in these threads to stir people up.
 
Ive been in business for myself for the last 11 years. I do my very best to be where Im going to be when I say Im going to be there but stuff happens... A phone call letting the customer know Im running late or the job prior to theirs is taking longer than I expected will usually do wonders. The absolute worst thing you can do is not show and then not call. It doesnt matter how good your service or product is, a lack of communication will kill you.
That said, I buy direct from the PSA storefront. They appear to me to be understaffed, BUT they are always very polite, they have a good selection and alot better prices than anyone else around. Its usually a little chaotic in there. And it seems that every gun store has more than its share of tire kickers and layabouts that buy nothing and just get in everyones way. More than once Ive seen everyone busy at the counter, and someone will have to come from the back and help out. So if youre wondering where your order is, blame the jackass with ten bucks to his name that wants to fondle a SCAR...
Thats still not an excuse for no response though.
 
There is zero excuse for deleting messages on facebook or thier sub forum. Padding thier online reputation.


They are a joke in my mind and thier product reflects that. Ill spend te extra 20% and get my stuff from a respectable company that cares about its customer and has a more than proven product.
 
So if youre wondering where your order is, blame the jackass with ten bucks to his name that wants to fondle a SCAR...
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Maybe he wants to check it out and see if its worth saving up for it....lol

I also have been to the main HQ in Columbia and there other place in Ridgeland they do seem to be swamped, but they are also very polite and answer any questions you have. One of the guys told me that the Black Friday sale totally swamped them and they were trying to catch up.
 
Uncle Malice said:
timelinex and Therealkoop are exactly right.

I've read nothing but glowing praises about BCM. They will very likely be my next build format. After watching some of their interviews and videos.. I'm impressed.

My next rifle is my Daniel Defense DDM4 v4. It's just about paid off of layaway and will be done next weekend.
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I predict you're going to love that DD. Mine is tops. Run it wet!
 
This would not be such an issue if they did not produce a shipping label as soon as the order was received. As they have a 2 week lead time on building guns, the shipping label simply sits there.

Maybe they use it to track the build or their inventory or something else internal, but it IS a poor move to send that to the customer and then have it sit idle for 10 business days before they can ship it out.
 
Just thought I would post another update... My order was finally delivered today... Tuesday, December 27th...

After the UPS shipping said it was to be delivered Friday, December 23rd... (this isn't PSA's fault... UPS tracking said there was an 'exception during sorting'... whatever that means)

So I was excited that it finally arrived and I was all set to put my gun together.... Got home from work, opened the box... and they shipped the lower build kit with a PISTOL BUFFER TUBE....

I'm so furious right now. I understand that mistakes can happen, but holy crap.

No communication. Slow delivery. Shipping the WRONG parts...

I'm sending an email to notify them of the issue... I seriously hope that they don't try and expect me to pay to return this stupid pistol buffer tube. :mad:
 
I ordered two stripped lowers from them on their Christmas sale. I'll be honest...for $50 a piece, I don't expect jack squat beyond the two lowers. I am sure they are swamped and I'm ok with the fact that it'll take a while. I went for the low price knowing the surrounding issues. I won't email or call because it won't make my stuff come in any faster. Beyond the lowers, i'll be sourcing parts from other vendors.
 
Sorry you got the wrong tube. That happens when companies employ humans. They make mistakes.

I don't see BCM offering $49 lowers. The lesson learned is you get what you pay for - not only in product quality, but also service. That's exactly why both companies are in business, and why both remain so. Different customer expectations can create the willingness - or not - to paying different prices. And likely getting the same product. What differs is the service.

Unfortunately, I think my point is being proven. I avoid fast food joints at lunch and Walmart on Friday afternoon because I expect poor service and crowding. I've already tried complaining about it, and nothing can be done. I go elsewhere precisely because all the low price customers are the real problem - they create surges beyond the everyday carrying capacity.

Having worked the other side of the counter, it's no fun there either.
 
As far as quality goes, unless I am way off here, I would bet that BCM and Palmetto State both have their uppers made for them by Aero Precision. It seems to be a big secret they don't want you to know but, many times you are paying for a name when in reality they are using the same parts as the cheaper dealer.
 
Ya know, I'm in the market for a complete AR upper right now and PSA was definitely in the running due to price alone. However, after viewing this thread, I think I will spend my money elsewhere, like MidwayUSA. It might cost a little more, but heck, they have a solid track record with me.
 
I ordered an Aero Precision flattop upper from Surplus Arms and Ammo for $60.00 and it was delivered in a few days.
 
Aero precision is fine quality. I can get their stripped lowers from American Spirit Arms or Surplus Ammo...

By the way.... still zero response from PSA on receiving the wrong parts. Maybe by next month. :rolleyes:


Anyways... Onward Allusion.. you're right. Stick with what you know works. I'm all for trying out new companies that I hear good things about. PSA was one of those. Not my experience, and they've lost me as a customer. It seems I'm not the only one that's had this experience either, they just do a good job keeping any negative feedback swept under the rug on those mediums that they control (ar15.com, facebook, etc)

2 of my very favorite places to order from include AIM and JoeBob... both companies are very fast to ship. Never had a bad order or a bad experience. AIM is free shipping on just about everything except ammo... and JoeBob is free if the order is over $90... and it almost always is. I've also had good experience from Botach Tactical and when I can find what I'm looking for - Amazon is a great resource, since I get free 2 day shipping with my Prime account.

My monthly firearm budget is about $1,400... whether that is put towards new guns or ammo... I have enough disposable income that it doesn't 'hurt' me to spend a few bucks more on someone elses products. I went to PSA because I heard good things, and I try to support those companies that do a good job. I would have tried them even if they were $85 lowers (which they are, when not on sale).

My experience was unacceptable. If it's acceptable to you, great. I'll spend $70 on a Spike's lower from AIM. I know it will ship quickly, and I know it will be what I asked for.
 
Responding to hundreds of emails daily isn't going to happen - simply because a two to three week surge doesn't justify hiring 50 new employees to research hundreds of emails.
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Then again, they might get a whole lot less e-mails if they only complied with their promised shipping etas. Just because you can sell something at a lower price doesn't (or shouldn't) mean that your service parameters are necessarily compromised.
 
You get what you pay for.


I love my MINI 14.
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What the h e l l does you loving your MINI 14 have to do with PSA and poor customer service...........:confused:

I bought one of there stripped lowers and a complete M4 16" upper. I live with in driving distance so I was able to pick them up in person so I cant speak for there shipping and customer service, but I can say that the quality of what I bought is every bit as good as my S&W M&P15T I paid more than twice the money for. I have only 200rds thru it as of now with zero problems. The trigger is pretty good, Pmags drop like they should and it seems to be pretty accurate.
 
Well I'll add my $.02 :D

I went in to the storefront (I live right next to it...) three days ago to buy a mid length upper I plan on doing some work to. The gentlemen working there that approached me told me that the quickest way to get one would be for me to just order it online and wait for it to be assembled. He stated they were still backed up from black friday and I'd just get added to the que like everyone else... So, I got some feedback but I was communicating in person rather than via email/phone.

To Uncle Malice's point---they should respond, no doubt about it. Also, they shouldn't send the wrong part but things like that do happen. I ordered some sights from Glock through their armorer's program once and they only sent the front sights I ordered but the packing slip said they sent the rears as well. Does that mean Glock has poor customer service? Absolutely not. The difference is that when I called Glock they shipped the rears out to me that day. PSA should be responding a little better than they are; but as been said previously that takes people and people cost money.

I think their parts are good quality and their prices are great. I'll keep ordering from them but they need to fix their internet customer communications for sure.
 
I had the same experience with PSA (3-4 week shipping time, a response indicating a ship date that was auto-generated and never met). I was in no particular hurry but I sent a sarcastic email after there were several failures to respond to previous emails and I couldn't get any answer on the phone. They did eventually apologize and I could not be happier with the parts I received.

In the end, I look at this as the price of doing business with a company that pumps out high quality lowers for $50. I bought another at Thanksgiving and am just about to place another order. I guess I lowered my expectations in line with their price point.
 
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