I have been a gun owner and user for more than 15 years now. Fifteen years is not a long time in the history of guns, but it is long enough to have dealt with a few gun manufacturers. I have many friends who have also had to make the dreaded phone call to tech support.
In most industries when you call in for help you are put on hold for long periods of time only to find when you finally get to talk to a live person you can't understand them, since the live on the other side of the planet from you. Well most of the gun manufacturers are here in the USA. So you are talking to an English speaking person who is knowledgeable about the thing you are having trouble with.
I have had occasion to deal with Colt , Smith and Wesson, and Les Baer, and many more. Most recently I had to make the dreaded call to Crimson Trace, let me just say that I have never had a bad experience with anyone in the gun or gun related industry. They have all been helpful and very knowledgeable as well as prompt and they all have done exactly what they told me they we going to do without me having to make multiple phone calls to get it done.
Now back to Crimson Trace, I purchased a pair of used Crimson Trace grips model 305 for my Smith and Wesson 360PD J-frame.
When I received them they would not fit my gun just right. So after a few minutes I noticed that a plastic piece on the frame side of the grips was broken. It is the cover for the Laser, well I knew that this had to be fixed since this is what retains the actual laser for the grips.
So I made the call and spoke to a very nice Woman at Crimson Trace. After explaining my problem and asking her if I could purchase a replacement for the broken cover, She told me just to send it in and they would take care of them for me. Well being that I did not purchase this set of grips new, I told her that I bought them on ebay and if she could just sell me the piece in question I would take care of it myself.
She informed me that it did not matter where I purchased the grips, that I should just send them to Crimson Trace and they would make the repair. So after a few questions from her I had a return number and a shipping address. I sent them in via UPS and it took over a week for UPS to get them to Crimson Trace. The were delivered to Crimson Trace on a Friday, so on Tuesday of the following week I called in to Crimson Trace to check on my grips and be sure they had them. A man answered the phone and I told him what I wanted and he proceeded to look up my repair request.
He told me my grips had shipped out (they had only had the grips for one business day)and asked me if I wanted him to track them for me. I told him yes and he put me on hold for a minute and came back and told me the the UPS track system was down and if I wanted to I could call back in a little while and he would try to track them again, or he could give me the tracking number. So I had him give me the number, I then asked what the repair was going to cost and he said there is no charge. WOW someone actually stands behind a product that they make.
So I received my grips back from Crimson Trace and they had sent a brand new set of batteries still in the package with the grips. I was as happy as I could be with their great service and on top of all that they sent me free batteries.
I was very happy with my grips and very satisfied with the service I had received. About a week later, much to my surprise I had a message on my answering machine from Crimson Trace. The message stated that they wanted to be sure I was happy with my grips and to tell me that if I had any questions or needed anything to please give them a call. WOW I was shocked at this since they had already gone beyond the level of service that I had expected.
I had intended to write a blog about the high level of service within the gun industry in general but after dealing with the Great People at Crimson Trace, I felt it necessary to get it done.
So in closing I want you to think about all the times you had to call some company for tech support or with a problem with one of their products. And you had a bad experience and did not get any satisfaction, after being on the phone for long periods of time talking to someone that barely speaks that same language as you. I can think of no other industry that will provide the level of service and stand by the products that they make better than the folks of the gun industry.
Thank you Crimson Trace.
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