Are my expectations unreasonable? Re: Swiss Arms service

travellerw said:
Hhhmm yup I think you are being unreasonable.

As a business owner.. Warranty is a line in the sand. If you are out of warranty then you are out of warranty. None of this, "Well that part shouldn't break so I expect it to be fixed". This just smacks of the "squeaky wheel gets the grease". I suspect it wouldn't have mattered what part had broke, you would have tried to have it replaced for free.
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That's a pretty adversarial approach towards a customer who spent top dollar for one of the best rifles out there, don't you think? I'm glad your customer care approach isn't the norm when it comes to most of the firearms dealers I purchase from.

the reason the price is so high on a Swiss Arms is because they are made to last a lifetime, it is a part that should never come off unless it was abnormally abused. Although I have never met the OP, I have read enough of his posts to know he takes great care and is knowledgeable about his rifles. My guess is that the tritium sight was flawed during the manufacturing process,and the end user should not have to eat the costs..(even after 4 years)
 
Ar180shooter said:
I actually qualified that part several times in previous posts within the thread.

I do deal with warranty issues on a regular basis, and at times, it can be in the businesses best interest to fix something even though it is out of warranty, because it helps establish a loyal clientele base.
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This I agree with for sure. I also look after warranty repairs and have on many occasions soaked up the cost to keep good faith with a client. Browning is an example of a good company for that as well, I have had them send me firearms back with a note stating it "wasn't covered by warranty but there was no charge as a gesture of good will".
I would have expected the same from Swiss Arms
 
Ar180shooter said:
I actually qualified that part several times in previous posts within the thread.

I do deal with warranty issues on a regular basis, and at times, it can be in the businesses best interest to fix something even though it is out of warranty, because it helps establish a loyal clientele base. Naturally this is dependent on the nature of the repair and the original cost of the item to be repaired, as well as the service history on the item.

As for the "squeaky wheel" thing, notice I didn't drop any names. I did this on purpose because I was asking an honest question. Obviously I had enough doubt in my mind as to weather my thoughts on the issue were reasonable, so I asked for what others thought.

You accuse me of several things I have not done, which really bothers me.

But fair enough, I asked for opinions, and I got them.
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I'm really bothered that I can only dream of having a gun room and needing to have a $37 repair made to make me happy again. I mean seriously, is this even an issue?!

My NEA 15 didn't come with a magazine, but it didn't both me to shell out $37+ to get one.

Take a breath and enjoy your collection, all the best.
 
BigBeaverBoomStix said:
I'm really bothered that I can only dream of having a gun room and needing to have a $37 repair made to make me happy again. I mean seriously, is this even an issue?!

My NEA 15 didn't come with a magazine, but it didn't both me to shell out $37+ to get one.

Take a breath and enjoy your collection, all the best.
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Yeah, but I guarantee if your rifle was supposed to come with a mag and you did let Dave know, you would have had one in the mail to you ASAP probably with a goodie too.
 
twistedbrilliance said:
Yeah, but I guarantee if your rifle was supposed to come with a mag and you did let Dave know, you would have had one in the mail to you ASAP probably with a goodie too.
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Oh yea, my rail was a little loose, possible defect, mentioned it, two days later new one in my mail box and a free flash suppressor.

I'm going to double check on the mag issue though - it did seem strange, never bought a new gun that didn't have a magazine with it. I was just so happy to get one, for Christmas!
 
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BigBeaverBoomStix said:
I'm really bothered that I can only dream of having a gun room and needing to have a $37 repair made to make me happy again. I mean seriously, is this even an issue?!

My NEA 15 didn't come with a magazine, but it didn't both me to shell out $37+ to get one.

Take a breath and enjoy your collection, all the best.
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It's basically a glorified closet, lol.

As for the NEA, if it was supposed to come with a magazine, that is definitely something you should have mentioned to the store you bought it from.
 
Ar180shooter said:
It's basically a glorified closet, lol.

As for the NEA, if it was supposed to come with a magazine, that is definitely something you should have mentioned to the store you bought it from.
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If there's a Swiss Arms rifle in there, it's a glorified treasure chest.

I couldn't quibble with my local gun shop over the NEA mag thing, they scare me, that and it was on sale. But on the the internet I'm a real tough guy!
 
So who did you talk to about the warrantie that shot you down?

Personally as a millwright I wouldn't ask for a warrantie after 4 years, machines break. Simple as that, after a couple month yes but not years.
 
red magnum said:
So who did you talk to about the warrantie that shot you down?

Personally as a millwright I wouldn't ask for a warrantie after 4 years, machines break. Simple as that, after a couple month yes but not years.
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I'd prefer not to mention who as it is not the topic of this thread.

As for machines break, I do agree with that, but there are other factors that should be taken in to account.

For instance, if you buy a new car with a 5 year/100,000 km power train warranty, and the passenger side door falls off after 6 years (due to the hinges not being welded on properly), should it be up to you to fix it, or should the manufacturer/car dealer admit that they f*cked up and make it right?
 
BigBeaverBoomStix said:
If there's a Swiss Arms rifle in there, it's a glorified treasure chest.

I couldn't quibble with my local gun shop over the NEA mag thing, they scare me, that and it was on sale. But on the the internet I'm a real tough guy!
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That doesn't sound like a pleasant place to shop... :eek:

I know we all have our off days, but I'd feel really bad if one of my customers was actually afraid of me to the point where they don't want to bring up an issue with something they bought from me.
 
I think that 4years is a long time to ask for goodwill, but if you are a regular customer at this place and asking for free stuff isn't your norm then you should get a little goodwill.
 
Ar180shooter said:
That doesn't sound like a pleasant place to shop... :eek:

I know we all have our off days, but I'd feel really bad if one of my customers was actually afraid of me to the point where they don't want to bring up an issue with something they bought from me.
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I was more joking than being factual. My local gun store guys lack genuine salesmanship skills, but they're generally good guys.

As in your case it's how you build a customer relationship, guns aren't cheap, especially yours. It's understandable to expect a higher level of service, than say at a book store. It just seems to be that way, a lot of type A personalities handling gun business with a marine mentality - just suck it up, etc.

It took me a while to acclimate to that environment, still I always take my business where it's most appreciated. I think I'd put Wolverine at the top of the list, they certify their customer standards right on the receipt. Maybe ask them about your swiss rifle situation, see what they say. All the best.
 
NavyCuda said:
I think that 4years is a long time to ask for goodwill, but if you are a regular customer at this place and asking for free stuff isn't your norm then you should get a little goodwill.
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I'll admit that I'm not a regular customer; however, I will note that it would be a sure way to make someone one. Knowing that if you have an issue down the road, even if the dealer is not technically obligated to assist you but do anyway, is the sort of peace of mind service you cannot put a price tag on. This is one of the reasons why I happily deal with Wolverine Supplies, as I've found they go the extra mile for their customers (and I've spent thousands of dollars there as a result).
 
BigBeaverBoomStix said:
I was more joking than being factual. My local gun store guys lack genuine salesmanship skills, but they're generally good guys.

As in your case it's how you build a customer relationship, guns aren't cheap, especially yours. It's understandable to expect a higher level of service, than say at a book store. It just seems to be that way, a lot of type A personalities handling gun business with a marine mentality - just suck it up, etc.

It took me a while to acclimate to that environment, still I always take my business where it's most appreciated. I think I'd put Wolverine at the top of the list, they certify their customer standards right on the receipt. Maybe ask them about your swiss rifle situation, see what they say. All the best.
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It's good to hear that you were joking, lol... Had me concerned for a moment. :)

All I would be able to do is ask their opinion on the subject. As the rifle was neither purchased nor imported through them, even if they were to offer to send me the part free of charge, I would not accept, as they have not made profit from this rifle.
 
In my opinion that should be somthing covered by warranty as that is a low stress part that should not have malfunctions of any kind for the lifetime of the tritium.

With a gun that is relatively mass produced like the Swiss is, error is bound to occur on the line at some points.

Pay the money to get your gun back in action, and see if you can get your money back from somewhere along the line. You very well may not, but I agree with you that this is a part that should be covered by warranty.
 
Ar180shooter said:
So I called the importer/retailer it was purchased from (the same company), and they weren't willing to cover it under warranty as the gun is about 4 years old (they do have the part, and wanted $37 for it). Now if this was a firing pin/extractor breaking, that would be understandable as those are high stress parts. However, I feel that this is something that should not happen with the part in question.
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Is the gun still under warranty? What's your warranty card say?
If not, you expect someone else to pay for it?
I suspect Swiss Arms will mail you the part for more money.

Feelings are non sequitur in legal binding arbitrations.
 
I don't find you are being unrealistic. That part shouldn't fail, and did so because it was very likely faulty.I have yet to see that happen, and have seen a lot of these rifles under heavy use. Fortunately it's an inexpensive part which you can easily resolve. Your dealer should help you out, Swiss arms would absolutely help you out. Its wise to pick your battles and a $37 battle is not worth the stress
 
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