My first thread on this site, about this topic, was shut down because I neglected to check the rules about discussing an issue regarding a manufacturer before contacting the manufacturer.
I purchased a used Troy BUIS that canted. I contacted Troy about the sight and they promptly sent a replacement clamp that fully corrected the issue. They were aware the sight was used and were very eager to help me regardless. Kudos to Troy!
I bought a Troy drop in battle rail in FDE to replace a SureFire M73 rail. I am very impressed with the rail. It is ROCK SOLID even without the four screws installed. When I opened the package there it was missing the 4 screws. 
I was disappointed. I contacted Troy and received a quick response and four screws arrived several days later! One of the screws had the head completely filled in. I contacted Troy again and received another quick response. I also received another package with 8 new screws and a nice Troy T-shirt. Things happen. I was very impressed with the customer service I received and I would buy Troy products again in a heartbeat.
Well I’ve almost come full circle. I bought another Troy Rail, a 13" VTAC. The rail is out of spec and I’ve called Troy five times. I was only able to leave three messages because their mail box is often full. I’ve also sent two emails and I have yet to get an email or phone call back.
I AM DISGUSTED WITH TROY AND THEIR COUSTOMER SERVICE. IT HAS BEEN MORE THAN TWO WEEKS. This is completely unacceptable.
Did you try calling during their normal business hours? I have never had an issue getting someone on the phone to address my needs in the past.
When you say the rail is out of spec, what specifically are you referring to?
Nick,
Here is a list of some of my recent posts relating to my Troy phone calls and emails. I called them first over two weeks ago, prior to posting here on M4C. Each time I’ve called has been during business hours. I have always been transferred to the correct person/department and it went to voice mail.
My first question was to Robb, aka gotm4, he sold me the Troy VTAC rail and installed it for me after shaving the FSP on my upper. I told him my LMT front sight would not fit and he said there were known issues with Troy not being in spec. He suggested a DD front sight would work for me. I decided to go with a folding Troy because I will be using a TR24G on the gun and quickly deploying the BUIS system will not be an option, the scope needs to come off to flip up the rear. So I ordered a Troy folding front sight. I have a few of their rear sights and like them. I also like that Troy is a New England company and only a few hours away from me. I like doing business locally when I can.
Every time I have called I have been sent to voice mail by the receptionist. Twice the mail boxes have been full and I have not been able to leave a message. I understand people get busy, I get busy too but two weeks and no response if unacceptable and I’m not impressed. Hey they could call me and tell me to pound sand, That would suck but at least it would be an answer.
From re reading some of the information posted in response to my questions the rail is still in spec at .830, that is my bad. If they called me back with in a few days they could have told me that too. I still would have asked for a new rail, buying something brand new for a few hundred dollars and paying some one to install it and having it be a hair above the minimum spec sucks too.
The biggest issue I have is NO RESPONSE at all in more that two weeks. That is what has me pissed off. With that I need to get to the post office to pick up the Troy front sight (package sent signature required) I just bought to see if that will fit my Troy rail. If it does not I’m gonna go home and cry. :eek:
Still No call back. No email. No snail mail or even smoke signals.
I sent an email from my work address and received a reply the following day. I was able to speak to a customer service by email and ask some questions. I am not sure what happened but I finally made contact. They offered 25% off my next purchase and sent me a T-Shirt which I received today in the mail; I gave it to one of my guys at work.
Ive recently had exellent customer service with troy via email. They answered all of my questions same day and even offered a military discount.
so all in all for me great customer service.
I had a great experience with Troy service. I bought a new midlength drop-in rail and upon receiving it found semi-sharp machining burrs on some of the rail segments. It was minor, but I wasn’t happy. I emailed them a description of the problem and request for an exchange, and they agreed with no hesitation and even emailed me a UPS call tag. I shipped it back and got my replacement a week or two later, and the replacement is 100% perfect.