A few words from Alex Robinson.

[Craftsman 441]

How the hell did that one make it past the Public/Customer Relations dept?

Can you imagine what it would be like to work at or for RobArms?

 

[Craftsman 441]

How would I buy a car or a pair of shoes? Interview the Board of Directors before a purchase??
Come on.!
Over-reaction by quite a few in this thread.

Over-reaction? Maybe.

But think of this: Car and shoe company executives don't leave arrogant and inflammatory posts on car and shoe forums. Why would they piss-off potential buyers with pointless, defensive rants? They don't. Not because they aren't #######s like Mr. Robinson, but because they are professionals.

I'm sure that Ford and Adidas have bigger ####### execs than Alex Robinson, but none of them have made news releases that effectively tell us that our perception of cost and quality are wrong, and that the current owners are using their products incorrectly; All while reminding us of how difficult it was to create this entirely new gun.

Robinson even missed the mark when he says that rude customers get a lower priority. Rude customers are still customers, Sure, maybe their mum ought to have tought them manners, but they still paid for your gun Mr. Robinson.

The whole rant makes me wonder about what kind of professionals they have at Robinson Arms. If this is the stuff their president says to me in my forum, and the examples I have seen all had some rough welds, well, maybe I'll get another AR15 or an AR10.

 

[X-man]

How the hell did that one make it past the Public/Customer Relations dept?

Can you imagine what it would be like to work at or for RobArms?

Just ask our own XCRmonger, who now does not work for RobArms any longer. Her optimistic attitude and cheerful/helpful replies, PMs, etc...were a net bonus to RobArms.

 

[Dohhunter]

Good for him for sticking up for himself, his product and his company.

A few lessons in customer relations and/or not posting whilst under the influence? Sure. However he's just saying what any of us would be thinking if it was our company.

Won't affect my purchase of an XCR.

 

[pbr streetgang]

Alex needs to stay away from phones, computers, and his sales team and focus on his designs...

 

[spartan]

http://xcrforum.com/index.php/topic,9168.0.html

Dear XCR Fans:

As usual I don't have much time to bother with these sites. We've made a lot of much need changes at Robinson Armament Co. Before I address the changes, let me put things in perspective..

indicating that these sites and people who frequent / participate in them are relatively useless in his busy world.

Many didn't buy the M96s because they were "too expensive" or "had ugly welds". Nevertheless, the M96 was a step in the right direction...

ok, that's a pretty good reason not to buy them.. duh..

Robinson Armament's efforts should have been embraced. However, from the beginning, we have nothing but crap on the internet.

perhaps because they were "too expensive" or "had ugly welds"
also, his own words:

- The XCR was not perfect and our processes and procedures for making it have not been perfect either.

- When we began the XCR, we had no manufacturing experience.

- We spent much of this year retooling our shop to make XCR parts better.

- Concurrently, we completely revamped our quality control, not only during making parts but during assembly and final testing.

- we have also gone through our complete staff and made the changes necessary to improve customer service which was sorely lacking.

We have a completely new staff for sales and service who are eager to help.

also,

Fourth, if you post a bunch of whiny petty negative stuff here or anywhere, I guaranty very slow service. I have made that a policy. Yes, we've made lots of mistakes with service but that is behind us.

perhaps posting a bunch of whiny petty negative stuff here or anywhere was the only way to get your attention and arrogant head out of your ass.

We appreciate those who stand by and support us. They are true patriots.

as opposed to the people who found the obvious flaws and didn't just jump on board and throw money away??

We have to question the motives of those who continue to tear us down on this forum. They cannot stop us. Their petty feeble minds are easily exposed. The XCR will gain momentum until it covers the whole earth. There is no other platform like it and it is the best.

thus question the poor quality, poor service, arrogant sales staff and lacking quality assurance from your company instead...as this was obviously as you admitted a problem.

P.S. Don't expect me to read and respond to this post. It is for your information only.

in other words we don't really listen, just tell.

This whole thing just leaves me with 1 simple solution.
Unhappy with my traditional AR ?, then I better just look at H&K and Sig instead. At least they pretend to care what i might think.

 

[spartan]

Good for him for sticking up for himself, his product and his company.

A few lessons in customer relations and/or not posting whilst under the influence? Sure. However he's just saying what any of us would be thinking if it was our company.

Won't affect my purchase of an XCR.

just affected mine.

 

[shatthatkilledelvis]

Apparently reading and comprehension are not your strong suit. He clearly stated Is that what you call not claiming his product is the best? :O

OK - he did say that. My reading and comprehension were a little slow that morning...

But the gun industry reeks of overstated claims by their developers.

From the remington/UMC website;
"...Remington for predator hunting. Learn about the best ammunition to use"

From the Savage catalogue; "Savage originated the package model and continues to offer the best out-of-the-box models."

And we've heard more.

The XCR is NOT the be all, end all of rifles. But no gun is.

People will always compare the XCR to the AR and you will hear both sides. One thing a lot people don't consider is that the AR has gotten to be where it is today 50+ years after its development - and people are still trying to improve it. Eugene Stoner's AR design was also rejected a few times before it was adopted - I'm sure he thought his design was the best at one point too.

Let me clarify my position - I don't agree with Alex Robinson. The internet is the wrong place to address these issues and make these statements.

I simply hear where he's coming from and appreciate the directness.

 

[dbala]

I think that there are two sides to every story. On the one hand, you have plenty of stories/BAD experiences regarding RA customer service. You also have a CEO who dictates how his staff deals with said customers & what the service policy of the company is.

On the other hand, you have stories/GOOD experiences regarding RA customer service (Of which I have personally experienced both - bad & good - overall good though)

But let me ask a question - if you started a new, small company, designed a product from the ground up, put the product out on the market & your first customers TOOK A CHANCE & SUPPORTED YOU so that you could work out the bugs, develop the product & grow the company - and you repaid them by completely eliminating said product, parts & support (to the point of basically disowning & disavowing both the product & the customers) in order to work on a NEW product - should you be surprised if some people aren't happy?

M96 owners HELPED BUILD Robinson Armaments - the cost of having spare parts & support available to keep the product working in the spirit it was designed for would be small compared to the goodwill generated by actually caring about your first customers.

I'm not saying that RA would do it again to XCR owners - but it was only a couple of years ago that M96 owners said the same thing.

Personally, I like RA products & would consider an XCR if I didn't already have an M96. Realistically, I would wait & see how things go - its always a gamble if company policy, products & service can change depending on the owner's whims.

 

[pres717]

Love the XCR... can't wait for the .308! I think the guy just needs a vacation.

 

[misanthropist]

Except, for all we know, the people who buy XCRs are a more discerning breed (it's not everyone that's prepared to plunk down $2,500). Maybe the average XCR owner is in fact much more intelligent and tolerant than they're given credit for...?

Maybe a group of people prepared to spend $2500 to own an XCR is smarter than average. There are other possible explanations for that behaviour as well, however.

I definitely have to admit, though...the facts do seem to imply that the average XCR owner probably IS a lot more tolerant than most.

 

[MrSchultz]

good for him, he's human just like the rest of us (or some of us here). Enough with the pissyfooting around, say it like it is

I hope the uptight bastards that do have an XCR sell them on EE for a REALLY good deal i'm taking down names now, just in case one of you complainers decides to sell your XCR for near brand new prices

EE here I come!

 

[Glock4ever]

I am neither for or against Mr Robinson, I actually have owned an M96 and currently own an XCR. Some of the posts on this thread have some interesting and valid points, some others are just plain ridiculous. For all the guys posting about support for the M96, I would point out that it is an obsolete model. S**t happens and unfortunately it is no longer in production, it is unrealistic to expect a manufacturer to continue to support and provide parts for something obsolete. Before you go all go rabid on me, consider the other big manufacturers, Remington, Browning, etc don't produce parts for obsolete guns -i.e. Rem 788, Savage 99, etc you can't get factory parts for them anymore.

Check out this link if you think I am making this up for Remington 788 as an example:

http://www.remingtoncountrystore.com/PartsStore.aspx?layout=0&number=3&catalogid=1&categoryid=1038

I remember way back, in Glocktalk, a huge rant about Smith and Wesson - remember them and the NRA? or How about Bill Ruger and Hi Cap Mags? Or how about recently with Cooper Firearms making a donation to Liberal-Demos? Companies and CEOs sometimes say or do dumb things but it doesn't necessarily take away from their product. I could care less what Alex R says, if the rifle is good to go and works, what's the big deal??? It's not like he is giving money to the KKK or sending free guns to terrorists. Some of you guys need to get some thicker skin, who's even to say that he really even posted this but you won't buy a gun from RA because of a faceless post on the I-net? If he did post it, it is too bad that he didn't take time to compose something more palatable for any potential customers but really the post isn't really offensive... not like some of the stuff I see regularly posted here.

 

[Gatehouse]

Ha ha ha

I liked the message. Blunt and to the point, no BS.

The people that he is referring to are the same "me first! I want instant gratification and I'm on the intraweb so I deserve more" people that post the whiney rants on the Marstar and other dealer forums here.

Only thing that has kept me form buying an AR is that's it's restricted, which makes the XCR attractive to me, but I haven't dropped the hammer on that purchase yet. It's more of a "want" than a "ned" but this commentary makes me want to buy from him more.

 

[Grizz Axxemann]

Just ask our own XCRmonger, who now does not work for RobArms any longer. Her optimistic attitude and cheerful/helpful replies, PMs, etc...were a net bonus to RobArms.

I think Terra stopped posting around here when she stopped working at RobArms... She was pretty much our Sales/Customer Service Rep.

 

[mountainspruce]

A corporation should create policy, not diatribe. And who cares, where can I buy an AR10? .

 

[Wendell]

I like what Alex has to say as well. he lays it out plainly - act like a jerk-off to the poor sucker on the other end of the phone and you will be penalized. I'm sure that it happens all the time when people call in to call centers, but Alex lays his cards on the table and confirms that if you treat his people like crap they can, and are directed to, pay it back to you...Two thumbs up to Alex...

x2

Honesty is always the best policy.

You guys would prefer to be patronized? Really?

 

[KevinB]

FYI, nothing against RA in this, but the customer is the customer, be he a jerk or a great guy you still need to treat them with respect and service the product to the best of your ability, if they need assistance.

 

[fireball]

Great letter!! He's protecting his work and employees. Good for him, you have to have balls to own a business.

Still waiting peacefully for the .308 model.

 

[sprint]

FYI, nothing against RA in this, but the customer is the customer, be he a jerk or a great guy you still need to treat them with respect and service the product to the best of your ability, if they need assistance.

^ This

Else, your customers will regard your product like this.

[youtube]-PnlWHdJGLM[/youtube]


Maybe Mark Hurd/HP can write a denuding letter over the Internet to humble and silence the young captain. Question his all-in-one troubleshooting knowledge. Maybe even question his patriotism.

Then again, probably not...