Ellwood Epps customer service -- unhappy!
- Thread starter Grouser
- Start date
- Status
BlazinDayz
Regular
- Location
- Niverville, MB
This is not a warranty issue since the gun had an obvious defect. Epps has to take it back, if not,
A defect discovered new or a year after purchase is still a manufacturers defect and falls under warranty.
I wonder if you had purchased the gun over the counter whether their response would be different.
Definitely makes one consider where they spend their $$>
This couldn't be truer it is new unfired and should work out of the box it should be replaced if it was used i would understand as is it just shows they aren't checking there produce this is a safety problem if it was used they would of stated like they do when posting used guns.I would be phoning them back stating it came out of the box like that and i didn't buy a fixed used gun i bought a new gun and want it replaced you [they] can fix it or send it back to the factory because at the end of it all you end up with a used gun not new so what was the point of buying it when you could of bought a used one for less money and it would of worked out of the box unless the stated otherwize.I just wouldn't settle for that.
This is not a warranty issue since the gun had an obvious defect. Epps has to take it back, if not,
epps
Don't think I'm wining -- I'm P**ed off that a so called reputable dealers lack of respect to a paying customer. BTW I never wine!
Don't think I'm wining -- I'm P**ed off that a so called reputable dealers lack of respect to a paying customer. BTW I never wine!
epps
I never wine about anything -- my purpose in posting is to warn others. And I might point out that posting in caps is very un-polite and is tantamount to yelling in someones face. Get a life!
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?
I never wine about anything -- my purpose in posting is to warn others. And I might point out that posting in caps is very un-polite and is tantamount to yelling in someones face. Get a life!
I never wine about anything -- my purpose in posting is to warn others. And I might point out that posting in caps is very un-polite and is tantamount to yelling in someones face. Get a life!
Looks like a sarcastic response to me.
How a company responds to problems like this says a lot to me......thanks for posting your experience.
I never wine about anything -- my purpose in posting is to warn others. And I might point out that posting in caps is very un-polite and is tantamount to yelling in someones face. Get a life!
I believe that he forgot the [sarcasm] and [/sarcasm]
- Location
- Niagara Region, Ontario. For now
OP unfortunately this is the norm in the firearms industry. It is BS but it is the norm. I have had the same thing happen at 2 different shops locally, and they basically said the same thing. The one was warranty serviced, and the other I was told they would get the part as they had an onsite smith that could fix it.
Here is the kicker though; the one sent off for service took 8 months before I was finally issued a replacement, and the other that said they would get me the replacement part never did, even after numerous calls and complaints. I ordered the part myself and fixed it myself.
Here is the kicker though; the one sent off for service took 8 months before I was finally issued a replacement, and the other that said they would get me the replacement part never did, even after numerous calls and complaints. I ordered the part myself and fixed it myself.
- Location
- Niagara Region, Ontario. For now
I will also mention that I am in the cell phone industry, and if a product is defective in the first 30 days, and determined to e no fault of the buyer, then it is replaced without question!
It only becomes a warranty issue after 30 days.
The way the firearms industry in Canada runs, as far as customer service is considered, in many cases is a big joke.
It only becomes a warranty issue after 30 days.
The way the firearms industry in Canada runs, as far as customer service is considered, in many cases is a big joke.
Why? If you bought something from a local retailer by going to their shop and taking the item home, and it then needed to go back for repair or exchange, would you ask them to pay for your bus fare or fuel for your car? If you would, do you really expect they would give it to you?
Shipping costs are part of shopping mail order/online. Retailers typically charge shipping costs additional to the selling price on these types of sales, and when they don't, it's still paid for by the consumers as part of the profit margin. I think it would be good business practise for the maker or distributor to pay the shipping cost back to the customer when they repair or replace an item under warranty because it looks good to do it that way, but in any case, the cost must be paid and ultimately, the customers are paying it one way or another.
- Location
- North Central B.C.
Question about
What about buying a BNIB SIG-226 from a retailer(not EPPS) and when you remove it from the plastic and wipe off the oily residue you find find this.and no, I didnt handle and use the pistol at all
[/IMG]
[/IMG]
Interested in how people look differently at these issues,if I sold this to someone on the EE as BNIB and they sent me this picture upon opening and cleaning the Pistol,cant imagine any CGN member thinking this is OK,and cant imagine me not offering an imediate return/refund or some other solution that would make the buyer happy,would any online fans support me, saying cant see a problem from picture,no big deal,its going to get worn with use anyways.Not likely
When I contacted the seller about this and included these photos,their response was "it is difficult to see the problem I am referring to" and when asked how this could happen ,responded that SIG or the retailer may have only test fired it
These are the first SIG pistols I have purchased, but I would assume that the finishes are decent and that it would take quite a bit to show this sort of wear
There are also 3 other areas that have smaller marks
I sold a 1991 12(6) Glock 23 to someone on the EE that had less wear on finish than this SIG
After the sellers response and SIGs non response, I have sent the Frame and slide to Arma-Coat to be refinished
Case Closed and just wont shop at this seller again,others may continue to argue with the retailer and I suppose the fans of the particular seller may just accept it and make excuse why it is acceptable to them, to each their own
What about buying a BNIB SIG-226 from a retailer(not EPPS) and when you remove it from the plastic and wipe off the oily residue you find find this.and no, I didnt handle and use the pistol at all
Interested in how people look differently at these issues,if I sold this to someone on the EE as BNIB and they sent me this picture upon opening and cleaning the Pistol,cant imagine any CGN member thinking this is OK,and cant imagine me not offering an imediate return/refund or some other solution that would make the buyer happy,would any online fans support me, saying cant see a problem from picture,no big deal,its going to get worn with use anyways.Not likely
When I contacted the seller about this and included these photos,their response was "it is difficult to see the problem I am referring to" and when asked how this could happen ,responded that SIG or the retailer may have only test fired it
These are the first SIG pistols I have purchased, but I would assume that the finishes are decent and that it would take quite a bit to show this sort of wear
There are also 3 other areas that have smaller marks
I sold a 1991 12(6) Glock 23 to someone on the EE that had less wear on finish than this SIG
After the sellers response and SIGs non response, I have sent the Frame and slide to Arma-Coat to be refinished
Case Closed and just wont shop at this seller again,others may continue to argue with the retailer and I suppose the fans of the particular seller may just accept it and make excuse why it is acceptable to them, to each their own
You are absolutely correct that the maker or distributor should be responsible for the costs but the Gun shop in this case Epps should take care of that and not make it the buyer of the guns problem.
Graydog
The only thing I have to add to this is; it's whine, not wine. Unless you're English, in which case it is whinge. Carry on. - dan
- dan
I empathize. It's a frustrating circumstance. A warranty might replace or repair, but a shop should back up its product.
A few years back I bought a new rifle from a reputable dealer. When the new rifle arrived at my door, it had obvious and significant handling marks, was badly damaged, and had been fired many, many times. The reputable dealer insisted it was a warranty issue and that they were not responsible. The reputable dealer from this story is no longer in business due to pulling the same crap on other buyers, and the subsequent discussion online.
I wish I had seen this post before I bought a rifle from Ellwood. They processed my Visa payment immediately, but now I can't get a response from them on shipping info, a tracking number, or when it may arrive. No reponse from the shop to my phone messages or email. I have been polite, nothing snarky in my tone, but after reading comments like the initial post on this thread, I don't feel so optimistic about my purchase.
A few years back I bought a new rifle from a reputable dealer. When the new rifle arrived at my door, it had obvious and significant handling marks, was badly damaged, and had been fired many, many times. The reputable dealer insisted it was a warranty issue and that they were not responsible. The reputable dealer from this story is no longer in business due to pulling the same crap on other buyers, and the subsequent discussion online.
I wish I had seen this post before I bought a rifle from Ellwood. They processed my Visa payment immediately, but now I can't get a response from them on shipping info, a tracking number, or when it may arrive. No reponse from the shop to my phone messages or email. I have been polite, nothing snarky in my tone, but after reading comments like the initial post on this thread, I don't feel so optimistic about my purchase.
Some People should take up basket weaving....
I have the utmost respect for Elwood Epps and the products they carry and will continue to support them when they have an item I am in need of.
Tight Groups and a Thumbs up to Them.
Rob
I have the utmost respect for Elwood Epps and the products they carry and will continue to support them when they have an item I am in need of.
Tight Groups and a Thumbs up to Them.
Rob
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This thread is precisely why I buy ALL guns from a store that I can go in and fondle my purchase prior to any transaction. Not everyone has that ability as you may be far from a store. I will pay more (sometimes 10-15%) just to buy hands-on locally. I have never run into the issues I have read on this site. Canada post this, not as described that, warranty shipping blah, blah, blah... I just don't have the stomach to buy online.
Harrier .45
Regular
- Location
- Ontario, north of Toronto
For clarification:
All firearms purchased as new items carry a manufacturer's warranty that must be handled by the authorized repair depot. Guns, unlike cell phones, toaster ovens, vacuum cleaners, and the like, are registered to the individual owner. Once a firearm has been registered to one person, the warranty is not transferrable to another buyer unless the distributor permits the firearm to be returned for inspection, and it is found to be un-repairable.
While we most definitely agree with and understand your frustration in this matter, buyers must understand that part of our agreements in place with distributors and manufacturers is that warrantied items must be returned to the authorized depot for assessment. It is then the distributor who determines whether the firearm should be repaired or replaced, and whether they will send the original item back to the manufacturer as a defective product.
We have dealt with these issues on many occasions. As a customer myself, I would certainly be concerned if a defective item could not be repaired or exchanged, but perhaps if you had asked the salesperson with whom you dealt to explain the situation you might have had a better understanding of the problem. We cannot simply exchange new firearms. It is just not that simple. Any firearms dealer will confirm this with regard to new guns only. With used guns, we do offer a 30-day no-questions-asked return policy for defects or problems, but that warranty is offered through our store, and not from the manufacturer.
To the OP: Please contact Kevin at info@ellwoodepps.com, and we will discuss this matter. We can take the gun back into our store and negotiate the shipping to and from Wortner's, which is the authorized S&W warranty depot. If Wortner's and S&W agree that the firearm is beyond repair, we can then provide you with a new model. Otherwise, we will have your firearm repaired as quickly as Wortner's is able.
The suggestions that Ellwood Epps has become 'lazy' or 'does not care about their customers' could not be farther from the truth! We routinely do all that we can -- and in many cases, more than we are permitted to do by our distributors -- to correct issues such as this. I believe you will find many postings on GunNutz confirming the lengths we routinely go to in order to satisfy our customers as we are able.
Of course there will always be those individual who are unsatisfied no matter what efforts we make, but this particular issue is one that has been discussed on many occasions, and is not unique to the firearms industry. Try to exchange a new automobile because of a manufacturer's defect, or try to return opened software with a defect. These are the procedures that the manufacturers and distributors have outlined for retailers such as ourselves, and it is these guidelines that we must follow if we are to continue to carry the products from these companies.
All firearms purchased as new items carry a manufacturer's warranty that must be handled by the authorized repair depot. Guns, unlike cell phones, toaster ovens, vacuum cleaners, and the like, are registered to the individual owner. Once a firearm has been registered to one person, the warranty is not transferrable to another buyer unless the distributor permits the firearm to be returned for inspection, and it is found to be un-repairable.
While we most definitely agree with and understand your frustration in this matter, buyers must understand that part of our agreements in place with distributors and manufacturers is that warrantied items must be returned to the authorized depot for assessment. It is then the distributor who determines whether the firearm should be repaired or replaced, and whether they will send the original item back to the manufacturer as a defective product.
We have dealt with these issues on many occasions. As a customer myself, I would certainly be concerned if a defective item could not be repaired or exchanged, but perhaps if you had asked the salesperson with whom you dealt to explain the situation you might have had a better understanding of the problem. We cannot simply exchange new firearms. It is just not that simple. Any firearms dealer will confirm this with regard to new guns only. With used guns, we do offer a 30-day no-questions-asked return policy for defects or problems, but that warranty is offered through our store, and not from the manufacturer.
To the OP: Please contact Kevin at info@ellwoodepps.com, and we will discuss this matter. We can take the gun back into our store and negotiate the shipping to and from Wortner's, which is the authorized S&W warranty depot. If Wortner's and S&W agree that the firearm is beyond repair, we can then provide you with a new model. Otherwise, we will have your firearm repaired as quickly as Wortner's is able.
The suggestions that Ellwood Epps has become 'lazy' or 'does not care about their customers' could not be farther from the truth! We routinely do all that we can -- and in many cases, more than we are permitted to do by our distributors -- to correct issues such as this. I believe you will find many postings on GunNutz confirming the lengths we routinely go to in order to satisfy our customers as we are able.
Of course there will always be those individual who are unsatisfied no matter what efforts we make, but this particular issue is one that has been discussed on many occasions, and is not unique to the firearms industry. Try to exchange a new automobile because of a manufacturer's defect, or try to return opened software with a defect. These are the procedures that the manufacturers and distributors have outlined for retailers such as ourselves, and it is these guidelines that we must follow if we are to continue to carry the products from these companies.
Mount Sweetness
CGN Ultra frequent flyer
- Location
- Southern Ontario
Been there, done that
Businesses need to handle these situations professionally, having said that....distributers and manufacturers need to back them up. I don't think there is any cooperation from top to bottom, dollars.
Businesses need to handle these situations professionally, having said that....distributers and manufacturers need to back them up. I don't think there is any cooperation from top to bottom, dollars.
Sometimes I get the feeling that we don't really need retail businesses in this industry, what is the (extremly high) mark up for anyway? It is to run a retail operation with all the consequences Mr. Harrier .45.
We can take the gun back into our store and negotiate the shipping to and from Wortner's, which is the authorized S&W warranty depot
negotiate? what term is that?
With used guns, we do offer a 30-day no-questions-asked return policy for defects or problems, but that warranty is offered through our store, and not from the manufacturer.
I have read opposite statements from you on this site and will mark THIS comment for future references.
All firearms purchased as new items carry a manufacturer's warranty that must be handled by the authorized repair depot. Guns, unlike cell phones, toaster ovens, vacuum cleaners, and the like, are registered to the individual owner. Once a firearm has been registered to one person, the warranty is not transferrable to another buyer unless the distributor permits the firearm to be returned for inspection, and it is found to be un-repairable.
This is not true since the gun is registered with the government and not the manufacturer, you can easily transfer it back to your business and send it in to the manufacturer. Or are you saying that Epps knew about the defect and sold it to a customer knowingly?
We can take the gun back into our store and negotiate the shipping to and from Wortner's, which is the authorized S&W warranty depot
negotiate? what term is that?
With used guns, we do offer a 30-day no-questions-asked return policy for defects or problems, but that warranty is offered through our store, and not from the manufacturer.
I have read opposite statements from you on this site and will mark THIS comment for future references.
All firearms purchased as new items carry a manufacturer's warranty that must be handled by the authorized repair depot. Guns, unlike cell phones, toaster ovens, vacuum cleaners, and the like, are registered to the individual owner. Once a firearm has been registered to one person, the warranty is not transferrable to another buyer unless the distributor permits the firearm to be returned for inspection, and it is found to be un-repairable.
This is not true since the gun is registered with the government and not the manufacturer, you can easily transfer it back to your business and send it in to the manufacturer. Or are you saying that Epps knew about the defect and sold it to a customer knowingly?
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