Henry N, who I have dealt with many times ,has the common sence ( and doesn't sell fire arms) needless to say, taking literally less than 60 seconds to run 3 or 4 snap caps through a rifle while trying the safety and putting a screw driver to one or two stock screws is litteraly very little to ask or expect to save both seller and buyer alot of possible grief, dont you think? I build engines for a living, I dont assemble them then ship them off with out making sure they run properly! Henry's personality reference is applies and oranges.
Thank you to Weatherby
- Thread starter Prophet River
- Start date
Henry N, who I have dealt with many times ,has the common sence ( and doesn't sell fire arms) needless to say, taking literally less than 60 seconds to run 3 or 4 snap caps through a rifle while trying the safety and putting a screw driver to one or two stock screws is litteraly very little to ask or expect to save both seller and buyer alot of possible grief, dont you think? I build engines for a living, I dont assemble them then ship them off with out making sure they run properly! Henry's personality reference is applies and oranges.
In the grand scheme of firearms warranty, your issue is being dealt with lightning fast, especially considering the holidays and Covid in your equation. Warranty on firearms usually takes many months. The fact that you are getting a replacement rifle is spectacular.
Weatherby should not have shipped the rifle out in the condition it was in, however with how stretched everyone is with production right now, it's a wonder there aren't more lemons going out into the world than there are.
I'm not sure when Kyle was supposed to have contacted you, but Shot Show is this week, and the reps are all very busy in the weeks leading up to it, so chances are it may have been pushed until after Shot Show. Again, not sure of the specs on that.
Generally, as soon as a firearm leaves a retailer, anything that happens to it after that is in the hands of warranty. That being said, I'm sure if Prophet had one of these exact rifles in stock when you found out about the issues, you would have received a replacement. New rifles normally take months to come in from Weatherby, so even if they did agree to provide a replacement rifle right off the hop, it still would normally be several months to get it into your hands just based on production, import licenses and shipping constraints.
I'm sorry you received a lemon...but maybe you need to adjust your expectations of how quickly things can be rectified this day and age in the firearms industry.
Warranty is for durability issues. It is meant to reassure the buyer about their purchase. It does not free retailers from the responsibility of making good on the transaction.
Again, I give a retailer fully functional money, they must provide functional product. Weatherby, Ruger, or whomever are not parties to the transaction, so if the deal goes sideways, the seller is welcome to keep the gun and give me back my money.
Don't apologize for his lemon. Apologize for your willingness to let retailers rip you off.
If customer had requested a full refund, and it was denied, then you would have a plausible argument. That wasn't mentioned at all in the original complaint.
If a retailer sells you a new in box firearm and it is not fully functional, how does that immediately equate to them "ripping you off"? If you are in correspondence with them, and agree to warranty/replacement, then I would think it's the exact opposite of ripping you off?
First, I am not speaking about Prophet River or this situation, specifically. I don't have the details so I would presume to pass judgment on what transpired here. My comment is in reply to those - seemingly including you, Hunter7777 - who are suggesting that the buyer has to just suck it up because that's just how it is.
For all the libertarians here, I find it funny that more aren't all rabid "I eXcHaNgE vAlUe FoR vAlUe!!" when in fact the entirely of common law is actually on their side for once.
For all the libertarians here, I find it funny that more aren't all rabid "I eXcHaNgE vAlUe FoR vAlUe!!" when in fact the entirely of common law is actually on their side for once.
I don't believe anyone is suggesting the OP should not receive value for money. The sticking point seems to be his complaint regarding the time factor, and most respondents are simply pointing out that contributing factors like the holiday season, the pandemic (whatever you may believe about it...), the availability of inventory on hand in the store, shipping delays, etc. have all contributed to the time required for him to receive satisfaction. Did he ever ask for a refund? Or is he simply expecting a repair or replacement to occur instantly?
I truly think warranty is the wrong word here. This product was brand new and it never functioned correctly. CSC confirmed parts were missing that they would have to machine into the receiver.
I respectfully disagree, getting a replacement ( fully functioning) rifle is the bare minimum of what a customer should expect, not "spectacular" You are entitled to your opinion but for a 3k plus rifle, I don't see how any customer would be happy with the product i received.
I understand how thinly stretched everyone is right now, however that is even more of a reason for QC. There was not a minor issue with this rifle it was major. It could not feed a single round, the safety did not engage without significant force and rounds would not eject without strong force. In addition to the missing components in the receiver, it seems Weatherby had an issue with a reamer in production, and this is a known issue with these rifles.
I contacted Wearthby about two weeks ago, originally I talked to Cody Core, and he said Kyle or one of his team members would call me back. They never did. I actually called in again yesterday and was told Kyle is very busy, and may or may not get back to me in the next week or two. The attitude of everyone on that team seems to be the customer is a low priority and they will contact you when they have some extra time if you are lucky. If Kyle is too busy to call customers back, someone else should take the responsibility.
You are right, there absolutely are limitations to how quickly things can be resolved, however, my issues are stemming from the lack of customer service not supply chain / regulatory slowdowns. Here are some specific examples.
*Weatherby sent out a non-functioning firearm.
*PR shipped out a non-functioning firearm
*When I shipped the firearm back to PR, they did not test it to determine the issues, instead, they sent it to Calgary Shooting Supply for repair, had they tested it they would have seen it should be replaced.
*Calgary Shooting Supply was trying to repair the many issues of the rifle instead of suggesting a replacement.
All three groups seem to think someone else has the final say, PR says the replacement was up to Calgary Shooting Center, CSC says things are in Wearthby's hands. Weatherby won't call me back and their frontline customer service says I need to talk to their Canadain Warranty Group (CSC).
The most recent news is Weatherby will not ship the replacement rifle independently, instead, they are waiting until they ship out their next batch of rifles which may be in 3 to 4 weeks' time but no guarantees.
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The sticking point is not the timeline, it's the lack of customer service, and the three parties all seeming to push the responsibility on to someone else. I should not have to fight to receive a functional rifle.
I understand how it may seem to those not involved that the dealy is the holiday season but that is not the case. Here are some examples.
1. If PR had tested the rifle once they received it from me, they could have identified the issues and started the replacement right away. Instead, they shipped it to CSC.
2. Calgary Shooting Center is very hard to connect with. It is their gunsmiths that do the warranty work and they generally do not answer their extension. For example, one day I called in to connect with Connor about the repair. I called at 10:00 am. I was told he was not in yet. I called at 1:00 pm and was told he was on lunch and would call me back. He called me back at 4:15 but unfortunately, I was not available. I called him back at 4:30 and was told he was gone for the day.
3. Weatherby has refused to ship my rifle independently, which means I have to wait until the next shipment goes to PR. I am told this may be in 3ish weeks, but currently, there is no set date.
None of these issues are supply-chain-related.
The supply chain is the entire sequence of processes, events and "sets of hands" through which an item goes from raw materials to a finished product in the consumer's hands. These issues are all in and related to the supply chain.
1. Is PR a certified Weatherby warranty centre? I assume not, but CSC likely is and if so that is why the rifle had to go back to them. A rifle returned to PR for issues like this is probably quickly looked at and handled; if a problem is apparent, the only possible course of action...assuming a repair rather than a replacement...would be to return it to the certified repair centre. Do you expect a retailer like PR to assume the potential liability nightmare of repairing something as potentially dangerous as a firearm, especially in today's anti-gun climate?
2. I can't speak to this one; no idea what hours these folks work, or who these individuals are. You called; they called back; you missed the call. Your description of this chain of events sounds like a tale of betrayal and deceit; mine sounds oversimplified and innocent; is the truth somewhere between those extremes? He said, she said...
It's been mentioned a couple of times in this thread, not sure what the response was, don't care enough to go back and re-read...but did you ask if a replacement rifle was available at PR? Did you ask for a refund at any point? Was any other suggestion made by either party as a possible solution?
In a previous life I spent a decade in sales, dealing with the public. Please don't take what I say as an insult; but when a consumer has a problem, the bottom line is that one person must deal and communicate with another to solve it. If you believe that the hard line is the go-to solution...I'm the customer and the customer is always right and I paid good money for this and I know my rights and I won't take no for an answer and you had better take care of me right now because the squeaky wheel gets the grease and I damned well know how to squeak!...then in many cases you are creating more problems for yourself in addition to the one you started out with. The person on the other side of the conversation may, if approached politely but firmly, go above and beyond to assist you. If you walk into the exchange swinging a hammer, that person may just as easily do the same; he/she may very well do exactly what their job requires them to do, and not one bit more.
I had customers with whom it was a pleasure to deal; some of them experienced issues with their purchases and I and my associates moved heaven and earth to assist them, and everybody went away happy. I also had customers who were, frankly, such PITA's that eyes rolled and groans were heard whenever their names were mentioned. Those customers also had their issues dealt with, on what could best be described as a "work-to-rule" basis; everybody went away and nobody was happy.
I honestly hope you get this resolved, and would suggest that keeping the human element in mind during your communications will be in your best interests. Good luck.
1. Is PR a certified Weatherby warranty centre? I assume not, but CSC likely is and if so that is why the rifle had to go back to them. A rifle returned to PR for issues like this is probably quickly looked at and handled; if a problem is apparent, the only possible course of action...assuming a repair rather than a replacement...would be to return it to the certified repair centre. Do you expect a retailer like PR to assume the potential liability nightmare of repairing something as potentially dangerous as a firearm, especially in today's anti-gun climate?
2. I can't speak to this one; no idea what hours these folks work, or who these individuals are. You called; they called back; you missed the call. Your description of this chain of events sounds like a tale of betrayal and deceit; mine sounds oversimplified and innocent; is the truth somewhere between those extremes? He said, she said...
It's been mentioned a couple of times in this thread, not sure what the response was, don't care enough to go back and re-read...but did you ask if a replacement rifle was available at PR? Did you ask for a refund at any point? Was any other suggestion made by either party as a possible solution?
In a previous life I spent a decade in sales, dealing with the public. Please don't take what I say as an insult; but when a consumer has a problem, the bottom line is that one person must deal and communicate with another to solve it. If you believe that the hard line is the go-to solution...I'm the customer and the customer is always right and I paid good money for this and I know my rights and I won't take no for an answer and you had better take care of me right now because the squeaky wheel gets the grease and I damned well know how to squeak!...then in many cases you are creating more problems for yourself in addition to the one you started out with. The person on the other side of the conversation may, if approached politely but firmly, go above and beyond to assist you. If you walk into the exchange swinging a hammer, that person may just as easily do the same; he/she may very well do exactly what their job requires them to do, and not one bit more.
I had customers with whom it was a pleasure to deal; some of them experienced issues with their purchases and I and my associates moved heaven and earth to assist them, and everybody went away happy. I also had customers who were, frankly, such PITA's that eyes rolled and groans were heard whenever their names were mentioned. Those customers also had their issues dealt with, on what could best be described as a "work-to-rule" basis; everybody went away and nobody was happy.
I honestly hope you get this resolved, and would suggest that keeping the human element in mind during your communications will be in your best interests. Good luck.
