Lack of communication!

S

Soldier270

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Location
Morinville, Alberta
Updated *** I received my rifle yesterday, the communication after this post was superb***

***I will create another post later on the actual rifle issue!***

I have a complaint about the lack of communication I have received from NS it has been almost nil... In a nut shell. I sent a VZ58 .223 which had firing issues which they received on March 4 2013
After 4 weeks I emailed to inquire about the status of my rifle, no reply after a couple of weeks I call them only to be told they would get back to me... then finally on April 30 I received an email that said my rifle was waiting to be test fired and should be fixed soon. I gave them 4 more weeks and emailed to check on the status, well that has been the last email communication I have received and after being told they would call me back without addressing my answer to what the status was or when it would be fixed a few times I am becoming pretty frustrated.

All I am asking is to be kept in the loop, that's all. I have been very generous with the time I have waited to complain about the lack of communication not to mention the time it is taking to fix this rifle.
 
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Yeah, I have had similar problems. But right now I think they are overwhelmed with the Csa Vz58 in .223 coming back for warranty repair. Seems these rifles have severe quality problems. One warranty repair gunsmith had so many he wouldn't take anymore in. Some have been returned with the problem still there. So good luck to both of us and hope we get them back fixed.
 
I can't wait for the "call them" heros to come in on this thread. The people who continue to tell the seller to make "more effort" in calling them as "emails are not always the best form of communication". They will show up soon enough, they always do when it comes to complaints like this. Which is bull. Emails are the easiest form of communication. You can send one on the freaking toilet nowadays. They can be saved to remind you to reply.

I will say that this is ridiculous and they should be in contact with you more. This is how I see it. No matter how busy, or how stressed a company is. A customer needs to be kept in the know. If the busy card gets pulled every time something goes wrong, then that's a poor way to run a business.

Flame suit on.
 
Not saying they are any good, but it is like talking to Magna about a car part that is on your Dodge. They are a distributor. While in the end it is us, who is the final customer of the gun, it is their dealers that are their customers and it is them that they answer to. If you have a problem with your rifle, hound your dealer to no end, they will get NS to get it taken care of; NS will answer the dealers inquiries one would hope.
 
Tuco Pike said:
Not saying they are any good, but it is like talking to Magna about a car part that is on your Dodge. They are a distributor. While in the end it is us, who is the final customer of the gun, it is their dealers that are their customers and it is them that they answer to. If you have a problem with your rifle, hound your dealer to no end, they will get NS to get it taken care of; NS will answer the dealers inquiries one would hope.
Click to expand...

Agreed
NS are not set-up (and it's too bad) to deal directly with customers
 
Soldier270 said:
I have a complaint about the lack of communication I have received from NS it has been almost nil... In a nut shell. I sent a VZ58 .223 which had firing issues which they received on March 4 2013
After 4 weeks I emailed to inquire about the status of my rifle, no reply after a couple of weeks I call them only to be told they would get back to me... then finally on April 30 I received an email that said my rifle was waiting to be test fired and should be fixed soon. I gave them 4 more weeks and emailed to check on the status, well that has been the last email communication I have received and after being told they would call me back without addressing my answer to what the status was or when it would be fixed a few times I am becoming pretty frustrated.

All I am asking is to be kept in the loop, that's all. I have been very generous with the time I have waited to complain about the lack of communication not to mention the time it is taking to fix this rifle.
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Your right about the lack of communication.

In your entire rant, there was not one shred of information I could use to check on the status of your repair.

Name? I checked my emails and PM's for a guy named "Soldier270" but came up short.

Serial number?

RMA Number?

What email address did you send your inquiry too?

I'd be happy to help you but need more info.

Jon
 
Tuco Pike said:
Not saying they are any good, but it is like talking to Magna about a car part that is on your Dodge. They are a distributor. While in the end it is us, who is the final customer of the gun, it is their dealers that are their customers and it is them that they answer to. If you have a problem with your rifle, hound your dealer to no end, they will get NS to get it taken care of; NS will answer the dealers inquiries one would hope.
Click to expand...

That's puzzeling, why are they even here in the open forums ??

Maybe they should only appear in a private forum open to dealers.:confused::confused:
 
North_Sylva said:
Your right about the lack of communication.

In your entire rant, there was not one shred of information I could use to check on the status of your repair.

Jon
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This is typical from vendors in the gun industry. They provide crappy service and then belittle their customers. When did calling a customer's complaint a 'rant' publicly become a good idea? Entirely unprofessional.

After getting this type of service repeatedly from gun vendors, we bought our last two guns from Bass Pro. Pleasant service (though I had to wait because they were lined up and taking their time with every customer) AND they had stock on two guns we'd been looking for for months from smaller vendors who can't even tell me when they might get inventory. I'm done with the idea that the niche vendors provide better service and product, because they don't. Next purchase I'm going right to Bass Pro. And before anyone goes blah-blah-blah service, try reading this thread (and hundreds of others on this site alone). if my gun breaks, I'm pretty confident that warranty issues will be resolved by bass pro far easier than most of the smaller vendors, judging by the threads.
 
waterwheel said:
This is typical from vendors in the gun industry. They provide crappy service and then belittle their customers. When did calling a customer's complaint a 'rant' publicly become a good idea? Entirely unprofessional.

After getting this type of service repeatedly from gun vendors, we bought our last two guns from Bass Pro. Pleasant service (though I had to wait because they were lined up and taking their time with every customer) AND they had stock on two guns we'd been looking for for months from smaller vendors who can't even tell me when they might get inventory. I'm done with the idea that the niche vendors provide better service and product, because they don't. Next purchase I'm going right to Bass Pro. And before anyone goes blah-blah-blah service, try reading this thread (and hundreds of others on this site alone). if my gun breaks, I'm pretty confident that warranty issues will be resolved by bass pro far easier than most of the smaller vendors, judging by the threads.
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No kidding.

This NS forum is a complete waste of board space. There are a ton of open threads of potential customers all but begging for information on various items, with ZERO reply from anyone from NS. If you are going to have a forum on here.......at least take the time to address some questions maybe once a week. They are fast to jump on here and belittle someone with a complaint though.
 
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cmsl333 said:
Unprofessional NS. I dread the day I need to use NS for warranty work...
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Easily fixed: don't buy stuff they distribute.

This all support issue is one of the reason I am really frisky buying stuff they distribute. Though, the gun market in Canada being what it is, there is no reason for them to improve the service as there is very few competition they might suffer from.
 
I think NS are on these forums to give general annocemnts of coming products they are working on. I see their threads more for a what is coming in the next few months. Actual questions should go to the individual retailers who I will be dealing with directly
 
My RMA # is 14297 I sent most of my emails to RobM@NorthSylva.com I also message you a few times on this forum with my RMA # and questions.
I am figuring out how to post messages sent that way I can show the PMs I sent you with my RMA # and questions I asked.
North_Sylva said:
Your right about the lack of communication.

In your entire rant, there was not one shred of information I could use to check on the status of your repair.

Name? I checked my emails and PM's for a guy named "Soldier270" but came up short.

Serial number?

RMA Number?

What email address did you send your inquiry too?

I'd be happy to help you but need more info.

Jon
Click to expand...
 
silverfoxdj said:
That's puzzeling, why are they even here in the open forums ??

Maybe they should only appear in a private forum open to dealers.:confused::confused:
Click to expand...

That's easy. To let us know about new and interesting products that they will be bringing in. Like advertising. It's actually good to see the advertising/promoting duties not just falling on the dealers.
 
This is my last PM to Jon of NS. It was back in April and although he did not reply to this message I did get an email 7 days later that my rifle was waiting to be test fired.

04-23-2013, 02:03 PM




Soldier270


Soldier270 is online now Newbie
--------------------------------------------------------------------------------
Join Date:Dec 2010Location:ST Thomas, OntarioPosts:16




Need a response



Hello,
Ref: RMA#14297
NS has had my rifle for just over 7 weeks, I have emailed last week and this week to get an update on my rifle with no reply. It would put my mind at ease if I could get an update on my rifle.

Thank you
..........................................
Hello



Ref: RMA#14297



I emailed last week for a status update on my Rifle... no reply! I would like a update on my rifle now that 7 weeks have gone by. I don't care what the status is I want a reply to my email request!

Thank you




John Blake





From: John Blake <johnblake270@yahoo.com>
To: Rob DiMano <RobM@NorthSylva.com>
Sent: Tuesday, April 16, 2013 6:35:08 AM
Subject: Re: Rifle






Hello,

Ref: RMA# 14297



I would like the status of my rifle as it has been over 6 weeks that you have had it.



Thank you






John Blake
 
Firstly...I'll disagree with Matt on the issue of emails. In my business I deal with approximately 60-70 customer emails a day...and some do indeed never show up. Either the customer has entered an address wrong or puts something in their header that causes our spam protection (which every company will use) to not allow it through. (Example...send me something with the word 'lottery' in the title and I'll likely never see it).
With a phone call, you know right away whether they got it or not.
On the other hand...I'm in the photographic industry, and I dare say companies like Nikon and Canon Canada deal with far more issues than any gun company in Canada. And yes, I (a dealer) are their primary customer. But if an end user contacts them on a repair issue, whether that end user or ourselves have sent the repair in...they are deal with in a very timely fashion...usually within 24 hours.
At the very least the distributor (not pointing fingers at NS specifically) should get back to the customer and tell them they should go through their dealer.
 
I went through my dealer, and after all the trouble shooting did not work they told me to deal with NS and sent me there info. After contacting NS I was given a RMA# and I sent my rifle post haste. My point of contact is NS not the dealer.
I would have to agree though I should not have had to deal with the distributor, the dealer should have been my only point of contact. I had only purchased this rifle 3 weeks before it was sent to get fixed... and 19 of those days was spent trouble shooting over the phone and emails.
 
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Soldier270 said:
My RMA # is 14297 I sent most of my emails to RobM@NorthSylva.com I also message you a few times on this forum with my RMA # and questions.
I am figuring out how to post messages sent that way I can show the PMs I sent you with my RMA # and questions I asked.
Click to expand...


Thanks for the info.

Rob M is no longer with our company. That's probably why you haven't heard any info lately.

I will check into that RMA number for you, and respond shortly via PM.

Thanks,

Jon
 
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