I ruined my TRX, but TROY saved me!

Dealers/ Manufacturers/ Regional/ Info TROY Industries
1

I like to think that i’m a knowledgeable, smart person… but even i have off days i suppose.

Long story short, i popped the threads in the TRX rail while doing (another) rail re-install. Totally my fault.
I contacted TROY, told them what i did and asked about a fix i thought i could do, or a work-around for those mangled threads and their awesome customer service told me to not bother, and that they would repair or replace it. They asked me for my contact info, and next think i know i’ve got a pre-paid return label in my Inbox! Wtf! I told them this was all my fault, but TROY wasn’t having any of that and totally took care of me.

Fyi… they managed a rather ingenious repair to my rail, and it was back to me within a week. Simply outstanding!

Thank you TROY! Ya’ll rule.

~Greg B.

2

Sounds like Troy’s CS is as outstanding as their products.:cool:

3

Similar story…

Took a class in December, using a carbine with a VTAC TRX forearm. At the time of installation of my IWC light mount, I forgot to loctite the screws, which came loose on TD2. Dismantled the forearm to fix that, and overtorqued the forward screw of the VTAC tube in my haste. The heli-coil was spinning freely.

Well, NUTS! It did fine off of one screw, only, for the remaining 1.5 days, but I didn’t want to tempt Fate. Got home, called Troy to see about getting a repair done, fully anticipating that I’d pay for the repair and consider it a cheap lesson in “Why It Pays To Get A Torque Driver.” Here’s an abbreviated version of the conversation…

Overtorqued it, my bad. I can haz fixd, plz?
Still under warranty. Watch for label.
Shit me?
LOL shit you not.

Shipped on a Friday, and the following Friday I found a NEW rail sitting on my stoop. I musta really ganked the old one up…

Hard to beat that.

4

It’s always good to hear about companies with good customer service, especially when I have one of their rails on my rifle.

5

I have TWO aftermarket Troy rails on rifles currently - this IS good to know! :smiley:

6

I’m gonna pile on… During Troy’s before Christmas sale I ordered a 12" TRX for 30% off. Like the frickin’ bonehead I am I didn’t realize they made a 15" that I would’ve preferred until after receiving the shorter one so I emailed their CS people. Email went something like…

Me - I’m an idiot and want to exchange the rail I ordered for a longer one and will gladly pay the difference. (I’m expecting to hear full price for new rail since sale is over)

Troy - No problem, throw it in the mail to us and we’ll take care of it.

Me - That’s it?!?!

Troy - Yep, easy day.

So about 10 days after I mailed the shorter rail to Troy a brand new 15" TRX showed up on my doorstep. They didn’t charge me for the longer rail and didn’t charge me return shipping either. I was very impressed.

Outstanding customer service!!!

7

This!

8

You know, I was thinking about going with an MI forend for an 18" build I’m planning.

But after finding this thread, my mind is changed. I’ll spend the extra$ and get the trx. I already use troys 2-pt slings and I love them

9

I had contact with their customer service dept in the fall of 2010 and they blew my socks off. They made me a customer for life. I recommend them to all of my friends & acquaintances without any hesitation.

OUTSTANDING customer service, indeed!

10

Awesome man, i think you’ll be pretty happy. IIRC- they have a new barrel nut & method for mounting the TRX rails, so don’t worry about ‘pulling an OldGreg’ and fucking your kit up.

It’s pretty cool that i’m not alone in regards to getting great customer service from Troy.

11

Yeah definitely going with a 15" trx.

ST/FN midlength 16" barrel
Low pro gas block
Undecided compensator
BCM BCG

12

Troy has probably the best customer service I’ve ever seen other than BCM. At the pro am 3gun last year my dumb ass smashed up my 13in TRX when I went to put it in my case, dropped if from the bed of my truck on to asphalt. It bent the bottom of it up, into the barrel. The guys at the Troy booth said they would replace it right then and there, and asked if I was interested in the 15in since I had been eye balling it. Gave me the 15in as a replacement right there.

13

Well I should hope they had done something. No rail should bend from a fall like that.

14

What did they do to repair it Greg?

15

I have had nothing but great experiences with Troy. Some were even surprising.

16

My allen screw heads now reside on the opposite side of the rail. This had been the side i had stripped out the threads originally.

I was thinking i could try a screw & plug, like on a Raven holster (but smaller). If i pop the threads a second time, i may try that out.

17

Sorry double post. Please delete

18

It gives you the warm fuzzies when you know a company will not only stand behind their products but also bend over backwards to take care of the customer. I havent dealt with Troy’s cs but my experience with their product has been excellent.

19

Troy, DD, Noveske, and BCM are all like this. They understand that retaining customers is about more than just putting out a good product.

20

Yeah, I gotta say…I consistently find more bend-over-backwards customer service in the firearms/related industries than any other single industry I can think of.