On December 29th I purchased a 590A1 I’d been saving up for. I was very happy with it until I got home and started disassembling it. When I loosened the magazine tube cap, I noticed it didn’t click as I was backing the cap off. When I got the cap off, I noticed the pin that engages the slots on the bottom of the magazine cap was never installed… The spring was in the hole, but no pin.
I tried to call them, but they were out of the office until January 3rd. I went online and saw the shipping procedures for warranty repair, so I shipped the barrel back when the Post Office opened.
Last night after work I called their customer service number to ask about reimbursement for shipping costs, since the gun was factory new and incomplete. Their operators were busy, so I entered my number and asked for a return call. They never called back. So, today after work, I called back and the operator informed me they don’t reimburse customers for shipping costs for warranty repairs, even on new firearms, at which point I asked to speak to a supervisor. I was told all supervisors had gone home for the day but I could leave a number and the supervisor would call back tomorrow.
How did they allow an obvious omission from the manufacturing process to ship out of the factory??? How can they force a consumer to pay shipping charges to ship an incomplete barrel back to them that they failed to complete during initial manufacturing???
This is the worst customer service I’ve ever encountered from any firearms manufacturer to date… Unacceptable!!!
They can do anything they want to do and force you to pound sand. You are only a piss ant to them. Just return the whole gun to the dealer for a full refund and buy something from a manufacturer that gives a crap. Be prepared to pay 2 or 3 times what you paid for the 590. It’s not like Mossberg builds a top shelf firearm.
Things hapoen. I’m sure they’ll fix it. I wouldn’t expect them to reimburse you for shipping. If you had a return authorization you likely would have been given a shipping label. Do you have an update?
Return it. Replace it with a benelli super nova of the flavor of your choice. I love mine. It’s as well built as my m1014s. Same quality, different design is all. Also benelli cs is absolute tits.
This thread reminded me that a few weeks ago my sling swivel/mount that is built into the stock of my $270 Academy Sports 500 broke. It’s molded into the stock itself. I tried calling back when it happened, but received the same message. Today I called back again and spoke with Jim. I explained my situation and without any hesitation at all he took down my contact information and will be shipping me a new buttstock, at no charge.
I vaguely described this thread and his comment was, “Generally, those people who are dissatisfied are asking the wrong questions.” I’m not sure what you’re approach was- I generally always try to call before showing up or sending something somewhere. I also always say, “I’m a little disappointed, but love this product- what are my options to get this fixed?”
Some CS you can approach politely and the issue is resolved.
Some CS refuses to honor the customer by making excuses for shoddy product, and you have to argue about it.
Some CS refuses to honor the customer by blaming the customer, at which point I have created videos/gone to the forums/harmed reputations via transparent description/video/etc. of the issues at hand, until they are resolved or an attorney contacts me (at which point I weigh the value of continuing).
I have only failed to attain resolution 1 time with a firearm, and that is with Les Baer, and because I did not pursue it, I just sold it cheap and moved on.
I have always started out talking to CS as though they were a friend who’s such and such I borrowed, and it broke while in my care. Polite, respectful, and very thankful for them listening to what’s gone wrong. Most of the time they value this, and it shows.