Ellwood Epps customer service -- unhappy!

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Grouser

Grouser

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Fredericton, NB
Well, I just received my brand new S&W 22A semi auto. Upon receiving it, I found it to be defective in that it would not #### (took it to a local smith who confirmed that it indeed would not work. I called Epps and informed them of the problem. They told me to ship it to the warranty depot in Chat-ham ON. I asked if I could return it to them and was told yes and they would send it to the depot for repair -- would not exchange. On the initial purchase, I was charged $22.39 for freight -- now I'll have to pay another $22.00 to ship to warranty and perhaps another $22.00 for it to come back to me when repaired. Customer Service -- sympathy non! :mad:
 
Guns being a final sale is a regular thing. (maybe when the registry is canned that will change).
So as far as having to send it to the repair depot that is normal. They should cover your cost to send it back to them and mail it back to you no charge though.
 
I would be upset as well if a business passed on their problems to me. Short sighted in my opinion as you may feel the need to acquire more pistols in the future and they would most likely want your future business. Excellent customer service goes a long way. The businesses that "get" that, tend to do a lot better then those who don't. I'm okay with buying from a dealer that isn't the cheapest if i get the service. Good luck I'm sure it will get sorted eventually.
 
twistedbrilliance said:
Guns being a final sale is a regular thing. (maybe when the registry is canned that will change).
So as far as having to send it to the repair depot that is normal. They should cover your cost to send it back to them and mail it back to you no charge though.
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This is not a warranty issue since the gun had an obvious defect. Epps has to take it back, if not, :eek:
 
That seems to be normal procedure for most gun dealers. Just send it to the warranty depot for the warranty work.

I recently purchased a GP-100 from Wolverine and it had very rough chambers on it. They replaced the gun no problem. They are one of the few dealers that I know of that would do something like that.
 
I agree, that is unacceptable for a dealer that size. Even the much hated and often maligned Wholesale Sports will refund or exchange a gun that is defective within 30 days from the original date of purchase.
 
Epps has always been great for me, always went out of the way to make a good sale. Things happen to guns, if they are new and have a warranty why would they take it back, it is then a used gun to them and they have lost money. You will get it back working with a warranty just not as quick as you would have liked.
 
neal said:
Epps has always been great for me, always went out of the way to make a good sale. Things happen to guns, if they are new and have a warranty why would they take it back, it is then a used gun to them and they have lost money. You will get it back working with a warranty just not as quick as you would have liked.
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Exactly because it is brand new dead right out of the box. that is exactly the kind of service that separates the good dealers from the deadbeats.

Going out of their way to make a "good sale' is only a small part of what good service really is. the real test is how they treat you after they have taken your money, and that is where it looks like Epps is failing.
 
neal said:
Epps has always been great for me, always went out of the way to make a good sale. Things happen to guns, if they are new and have a warranty why would they take it back, it is then a used gun to them and they have lost money. You will get it back working with a warranty just not as quick as you would have liked.
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Funny post.
 
Did you or your gunsmith determine why the gun was not cocking?
Could be someting minor, could be more serious. It would be helpful to know.

A business could offer to take the gun back and refund the purchase price.
Returning the gun to the seller, so that they could deal with the warranty center (no doubt Wortner's Gun Works in Chatham ON) would be an option. The gun would be returned to you in proper working order.

Did you consider telling the dealer that if they didn't take the gun back and give a full refund you would start a whinethread on CGN, thereby hurting their business and reputation?
 
tiriaq said:
Did you or your gunsmith determine why the gun was not cocking?
Could be someting minor, could be more serious. It would be helpful to know.

A business could offer to take the gun back and refund the purchase price.
Returning the gun to the seller, so that they could deal with the warranty center (no doubt Wortner's Gun Works in Chatham ON) would be an option. The gun would be returned to you in proper working order.

Did you consider telling the dealer that if they didn't take the gun back and give a full refund you would start a whinethread on CGN, thereby hurting their business and reputation?
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No, the gunsmith did not want to take it apart in fear of putting a scratch or otherwise accidentally damage it and possibly affecting the warranty --didn't want to have me accused of tampering with it. No, I never threaten anyone or any business -- just not me.
 
Epps

Epps is getting lazy and shows bad judgement when dealing will loyal customers.One pissed off customer can cause a lot of bad advertisement.

They should say send it back, send you a new one . You being a happy loyal customer will tell the world at every gun show and club what a great bunch of guys Epps are to deal with

So for a few dollars profit and customer service Epps Smarten UP. Your not the only game in town..

IMAT
 
HOW DARE YOU WHINE ABOUT A CGN SPONSOR!!!

You have a brand new, unfired gun that does not work. All you have to do is send it out for warranty and wait about 6 months to get it back. What's wrong with that?

:bangHead:
 
I can understand this guy's frustration as I myself have been through the same BS with the same store. Buy brand new gun it's faulty and they want nothing to do with gun or customer once the sale is done and they have cash in hand. I've never been back and never will, seeing as they wanted nothing to do with me when I was sold a broken new gun.......
 
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