Experience With Remington Authorized Repair Shops
About 6 months ago I sent my Remington 1100LT 28 Ga shotgun off to a Remington factory authorized repair shop, Sports World in Tulsa, for repair. The barrel brace, a soldered on part, had come loose. I had to call to ensure they had received the gun (they didn't call me) and, at that time, they told me the repairs would take about two weeks. Fast forward to today, 6 months later. I just called the shop for the ump-teenth time, only to be told they were awaiting parts. Two weeks ago, they told me the gun was repaired and ready to ship. Again, I've had to call this shop at least two dozen times and each time I get a different story. They never return calls or do what they say they'll do. So, I've called Remington's customer service line three times to complain, and each time I get zip. The first time they sent me to a voice mail, I left a message, but the guy never returned my call. The second call to Remington resulted in a complete trip through a maze, only to dead end. I made a third call today and, while the bubba who took my call was polite, all he could tell me was, "Gee, I wish you'd sent that gun back to the factory for repair." Really, I thought that was the point of "factory authorized repair!" So, I'm tired of the runaround and not having my shotgun. I could understand this situation if the gun were a one-off custom affair requiring hand fitting, but this is a Remington 1100, for crying out loud!!!
So, here are a few questions for you experts who may have been down this road before. First, do you find it odd that Remington, one of America's premier firearms manufactures, tolerates this kind of customer service, either in their own customer relations shop or a subsidiary? Moreover, do you think they know about it or even care? Second, has anyone else had this sort of service from Remington or one of their factory authorized repair shops? Third, does anyone out there have a good contact point at Remington I can write or talk to about this situation? Fourth, a friend suggested I contact BATF about my shotgun since the shop that has it seems to be acting shady. Any thoughts on this course of action or would you suggest something else? I never want to involve the government unless it's absolutely necessary, but I'm beginning to wonder about this siutation.
To put it mildly, I am torqued off!!!! I plan to write a letter to Remington letting them know what I think of their overall customer service. I don't know what good it'll do, but I can't think of anything else. I'd appreciate any thoughts or recommendations from this forum audience.
BTW, I don't know if it's acceptable to discuss a specific gun shop or their service in this forum. However, It appears I'm not alone in my assessment of Sports World's customer service. Google them up and you'll see they consistently fail to measure up. Wish I had thought to do a little research before I sent them my shotgun, but I figured I could count on Remington, one of America's oldest gun manufactures. I guess not.
So, here are a few questions for you experts who may have been down this road before. First, do you find it odd that Remington, one of America's premier firearms manufactures, tolerates this kind of customer service, either in their own customer relations shop or a subsidiary? Moreover, do you think they know about it or even care? Second, has anyone else had this sort of service from Remington or one of their factory authorized repair shops? Third, does anyone out there have a good contact point at Remington I can write or talk to about this situation? Fourth, a friend suggested I contact BATF about my shotgun since the shop that has it seems to be acting shady. Any thoughts on this course of action or would you suggest something else? I never want to involve the government unless it's absolutely necessary, but I'm beginning to wonder about this siutation.
To put it mildly, I am torqued off!!!! I plan to write a letter to Remington letting them know what I think of their overall customer service. I don't know what good it'll do, but I can't think of anything else. I'd appreciate any thoughts or recommendations from this forum audience.
BTW, I don't know if it's acceptable to discuss a specific gun shop or their service in this forum. However, It appears I'm not alone in my assessment of Sports World's customer service. Google them up and you'll see they consistently fail to measure up. Wish I had thought to do a little research before I sent them my shotgun, but I figured I could count on Remington, one of America's oldest gun manufactures. I guess not.
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From what I have read here the only advice i can give you is as follows.
1 Contact them again, speak with management, explain to them everything you has said here and as nicely as possible request a response within 24 to 48 hrs, if they do not respond call them again and request return of your property repaired or not. ( get the name of the manager you are speaking with and keep notes).
2. Speak with customer care management, explain to them your situation, The best they can do is revoke the authorization status of the vendor.
3. If the vendor does not respond, send a certified letter with return receipt, instructing them again to return your firearm. this will assist you in the event ( paper trail) that you have taken all reasonable actions to recover your weapon and submit all details to the ATF.0 -
Sad to hear. Customer lack of service is the norm these days I fear unless you can look them in the eye.
Parts? What could you need but to re-solder the part back on correctly. Clean/fluxed and tinned with low temp silver. I doubt the factory used high temperature silver solder or it wouldn't have come loose.0 -
In 2007 Remington got bought out by Cerberus Capital Management, because they were on the rocks financially. And in danger of going bankrupt, like what happened to U.S. Repeating Arms/Winchester.
GOOGLE, Cerberus Capital Management, to get a idea of why your shotgun has disapeared in a black hole.
Years ago I had problems with a FFL who had a gun that belonged to me. I got it back right quick when I told him I was going to contact the feds. Inform them that that it had been sent to him, and give them the serial number/description of the gun.0 -
I agree with K.Statonik's approach. At this point, all communications should in writing (USPS or email).
I once received a new 1100 that had the mag tube broken off of the receiver; I shipped it to Remington, & they immediately sent me a new one. They scrapped the one I sent them. I would use a "factory authorized repair shop" only if I could avoid shipping my gun.
After 6 months, I'd be upset, too. Maybe it's worth phoning your local ATF office & speaking to an agent; they may have some action pending against the repair shop, or they may want to make a federal case against them.
Neal0 -
I have been to a Sports World in Tulsa, I think they have two.
I thought they sent the guns out for repairs, call and ask them if you can walk in and inspect your gun to be sure they still have it on hand and the work is being done. Their reply may tell you a lot.
Sorry this is going on, I will make sure to check before I send anything off to a store.
No matter how this works out do not let up on Remington, if this place is authorized to do their work then it needs to be done and dealt with as if they are part of Remington.0 -
Kind a like my run in with Kimber a while back. http://forums.GunBroker.com/topic.asp?TOPIC_ID=544977&SearchTerms=lindsay
They told me they had to wait for a run of frames to do mines. Now if they put on the same serial number instead of a new one I could've believe this. Like most things in this state of union they'll get to you eventually.0 -
Remington knows alright,,,Remington doesn't care. I will keep the Remington guns I already have,but there will not be any new ones.
http://forums.GunBroker.com/topic.asp?TOPIC_ID=554128&SearchTerms=range,report0 -
Montanajoe, what luck did you have with Remington? Were you able to speak with someone who took care of your situation or did they just blow you off? 0 -
I've visited this place, Sportsworld. I would not let them work on my bean flip! I re-searched them in person few years back so as to feel them out about doing Remington Authorized repairs and Remington recall work for me. I asked for the store manager and I also suspected he was the owner. Very snooty chap!
I noticed right off that if they got caught out in the rain the would drown because their noses are stuck straight up in the air, with the attitude they are better than anyone else. (very snooty people) When I say they, I'm talking about the owner, the manager and everyone else that I seen. They also kept their gunsmith hidden from the public.
At a later time I seen some reloading bullets on their website priced very reasonable and I called them and asked if they were in stock in their store and after a wait they indicated no, but they could have them from their warehouse in few days.
When I called and verified that they had them in stock at their store about week later and I went to the store to buy, when they totaled the price they charged shipping and handling charges which made the price of the bullets about twice what I could have bought them for on the other side of town. I have not been back since and get a bad taste in my mouth when I see their name. Wonder if the Better Business Bureau has heard of these chaps in Tulsa, Oklahoma.
Hindsight is always 20/20, you should have mailed your gun to Remington.
Sure glad I did not take them my Remington's after hearing about your ordeal. You got a good dose of what I strongly suspected!0
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