John Farnam's Quips - 06 May 10 - "Glock Customer Service"

[Wendell]

http://www.defense-training.com/quips/06May10.html

Glock Customer Service

06 May 10

Glock customer service, from a student:

"My well-used, 22-year-old G17, that I sent back to Glock for repair, was returned to me yesterday. Turn-around was five weeks. There had been minor crack in the polymer grip, but it still ran fine.

Instead of a quick-fix, I received a complete, new Gen3 receiver/frame, including trigger group, and a new serial number.

It gets better!

While they did returned the same slide, everything on, and in, it was replaced, including the front and rear sights, guide rod & springs, extractor, firing pin, etc.

And, all of this was without any charge!

Can't beat that kind of service.

Glock has friends here!"

Comment: The foregoing is the clear path to success as a gun company, and is the standard to which all manufacturers should aspire.

This is the way you make customers, not just "sales."

Good show!

/John

created by dti@clouds.com

Copyright © 2010 by DTI, Inc. All rights reserved.
created on Thursday May 6, 2010 23:59:1 MDT​

http://www.defense-training.com/quips/06May10.html

 

[bollox]

That is excellent service........ but........... is it greasing palms of industry types or just joe-blow consumer. (forgive my ignorance but I don't know who Farnam is.)

 

[tobin]

That is excellent service........ but........... is it greasing palms of industry types or just joe-blow consumer. (forgive my ignorance but I don't know who Farnam is.)

I think it is Farnams's student who is getting the good service, not Farnam himself. Farnam is a trainer, gun writer type.

I am not surprised by Glock's actions. As long as the fault was clearly a problem with their product, they should fix it, just as any good manufacturer should do the same thing.

 

[GlockMan]

So long as the letter is a legitimate case detailing good customer service it does not matter if it was John or his student - good customer service should be blind... and the customer could not get better service from a manufacturer, and it sets the standard by which all other should be measured, and by which Glock should continue to be measured. They now can do no less for anyone else with a similar issue.