I purchased a used Troy MRF-CX off of TOS a bit over 3 weeks ago. Well, one of the heli-coils on the rail collar was coming out. I contacted Troy and asked them if they could send me a new heli-coil to replace the one coming out (as I couldn’t find any locally that were small enough) and that I had purchased this used. Well, Bob Dittrich, their Support Services manager, emails me back and says no way. The heli-coil takes a special tool to install. He then said to provide him my address and he would have UPS send me a shipping label so I could ship it back to them to replace for absolutely no charge to me. I am floored at that point. But, on top of that, from the day I sent it to them to the day I received it back was only 14 days and 12 of those days were the UPS travel time!! A two day turn around on a part for which I wasn’t even the original owner. You don’t beat that for customer service! Kudos to Troy and Bob for a quality product and excellent customer service.
Glad to hear companies out there still taking care of customers. Even though they directly didnt get your money, their service will hopefully convince you to buy their other products later, which is the idea.
I wish more companies handled things this way
Just had an interaction with the same person at the same company…
Because of their OUTSTANDING service…I wish I had more money to buy more of their stuff!!!
Its always nice to hear a positive story instead of the endless complaints over nothing. I browsed through a thread recently where a poster was complaining that he didn’t get a free item with his order, and he had heard that others had. Emphasis on free, and there was nothing alluding to getting anything extra from the company with orders.
Yessir!
I noticed that some of the literature that came with my LaRue order talked about this very subject.
I reckon some folks just dont get it.
Good job, Troy!
Is it just me or does it seem like there are more companies that perform these little ‘go the extra mile services’ in the firearms community than any other industry? It could just be me but you just don’t see this nearly as much in say the automotive or personal computer industry.
Is it just me or does it seem like there are more companies that perform these little ‘go the extra mile services’ in the firearms community than any other industry? It could just be me but you just don’t see this nearly as much in say the automotive or personal computer industry.
I think its because, by and large, the firearms community, is a relatively small community with a lot of word-of-mouth communication. This is even more pronounced with the serious shooters (thousands of rounds per year) as opposed to the hobbyist (hundreds of rounds per year). Its amazing when one has a good or bad experience with a product how quickly it travels through our community. You’ll also never find people more willing to help each other out; going to a local range guys will often loan each other gear, ammo, magazines and often entire rifles or pistols.
Large companies that produce things that people essentially “need”, like cellphones or computers, will often seem to have the worst customer service. I think they believe, “well you’re just one customer out of millions so GFY”.
Good job to Troy for their good customer service! 
Very well spoken sir!