Savage Customer Service - From Bad Experience To Good

[NXMR]

@NoSecondBest: Probably, but I've already emailed someone higher up at Savage and am awaiting their response. I'd rather they ship me a new mag and a container to ship the factory one I have back.

It's not a matter of the dollar or two. I already paid money for their product. Now I need to pay more to obtain the expected functionality?

 

[xanadrew]

@NXMR - Yeah, I know how frustrating it is to be excited to get a new toy only to find out it doesn't work when you use it the first time. I also hate expecting one to be delivered only to have it not arrive >.< !! I'm sorry that had to happen, Savage has a great reputation and I just bought my first Savage myself. A few misses happen to the best of us, unfortunately, and Savage is made up of humans after all.

I just hope people don't try to take their frustrations out too much on the guy that answers the phone when things like this happen... It's not his fault, and even though he might have had a bit of an attitude with you, I'd cut him a little bit of slack because no matter how bad you thought he was, I guarantee he talked to at least 5x as many people more frustrated than you that day, and many of them probably weren't as nice as you. It can really wear on a person. He likely also isn't paid much. It's hard to take pride in your work when you're not making enough to feel it's worth it (unless you go home and take customer service calls on your off time too because you like it).

 

[NXMR]

@Brian Pfleuger: Yes sir, sorry.

@Xanadrew: Yeah, you're right about the customer service guy. Truth is, I was a bit frustrated when I called so I'm sure I probably played my part. I'm willing to call it a wash

Good news though: I spoke with the head of Savage's customer service department and he is going to help me out. They're going to send me a new magazine and info on how to send mine back to them - all I have to do is drop it off at UPS. They want to take a look at it, as they feel from my description that this magazine may well be the issue with my FTFs. Either way, I'm now confident that they are willing to stand behind their product and help me get this resolved even if it turns out to be something other than the magazine.

At this point I just need to see if I can edit my OP thread title.... (tips welcome) but would like to change it to "Savage Customer Experience - Good Experience." As long as they do right by me I'm willing to do right by them. EDIT: Can't seem to modify the original thread title :-(

(Oh and even if I were still upset with them I wouldn't trade my other Savage rifles.)

 

[tobnpr]

I understand and agree that a company should stand behind it's product, whether it's a $200 .22, or a $5,000 custom rifle.

But, most of us here, regard bashing a manufacturer online- especially one with a pretty decent rep for customer service as Savage Arms- as a last resort.

The only purpose of such a thread is to provide a "heads-up" to others to beware- and suggests that they are substandard.

I didn't see anything substandard in the way they responded. They're willing and able to take care of the mag problem.

JMO, but you jumped the gun on "Savage bashing" here with a beef that didn't justify the post.

Good luck with the new mag, hope it solves the problem- usually does.

 

[hootey]

NXMR : sounds like you got in touch with the same gentleman I did ten years ago after I went to the range the first time with a new FV-12. I went back to the gunstore where I had purchased it and called Savage. After advising them of the weapons manufacturing problem, the CS guy basically told me I was idiot. I was so mad I should have had a stroke. I guess that is why I didn't call Savage back and ask for the manager or maybe the president(did that with Ford once, that got things to rolling). Anyway, instead of getting mad, I should have went around the jerk and on up the chain of command. I am sure I would have gotten it replaced. Instead I stayed mad at the jerk, as a result I still have the worthless piece of burgler-bait. I still have and use my older savage's. For me, it was a great lesson in "Anger Management"...

 

[johnwilliamson062]

Only at small outfits do you sometimes get a call back from the head guy; places like Rohrbaugh and GueriniUSA.

I called Kahr once and I got someone with machinery running in the background. DUde was totally excited about my gun(they only make a few of that model a year I guess). Knew all about it. Asked me all kinds of odd questions about how it was working. It was almost like he was checking up on a child or something. Kahr isn't a huge manufacturer, but they aren't tiny either.

I would be ticked about the postage. If it doesn't work out of box you shouldn't have to pay to send it back.

 

[NXMR]

Hey all.

Savage sent me the new mag, and I shipped the original one back (Monday of this week). Savage provided me a UPS label, all I had to do was put it in a package and apply the label - they made it very easy for me.

Darned if work isn't in the way of me getting out to the range to try the new mag out. One of these days I'm going to move way way out in the sticks so I can shoot in my backyard....