Tactical Imports Customer Service - thoughts ?
Who else has experience with warranty returns with T.I.?
I'd like to hear your thoughts on this email exchange I had with T.I. regarding a defective part on a Type 81 LMG. Let's keep this thread respectful and mature please. I am very glad T.I. has worked to bring these into Canada and I commend their support for the CCFR and our community in general.
**I fully admit I could have been more patient in my second email.** However, I am clearly annoyed at their initial response. Basically felt like: "too bad, here's a new screw and go fix your expensive brand new rifle on your own". How would you feel if Ford/GM/RAM sent you a part for a defect on your new truck and told you to fix it yourself?
Yes, T.I. has now offered to fix the problem themselves - BUT only after I pushed for this. The email also did not mention whether they would cover shipping costs both ways. Maybe they will, but I haven't asked just yet.
Edit: the finally did offer to cover shipping after I had to push for that.
Email exchange:
1/6
"I've just unboxed my LMG (phosphate) to inspect. Unfortunately, the grip arrived loose and the mounting screw is defective. I can not tighten it whatsoever. Have used properly sized screw drivers, and even an impact driver with correct bit size. Nothing will tighten or even loosen the screw for that matter. Absolutely nothing will cause the screw to budge despite using a lot of force. Anymore and I'd be risking serious damage to the grip. I suspect the screw threads were not cut properly since the factory was not able to tighten it all the way.
My invoice number is ###X.
Date of purchase was
#########
The rifle is entirely unfired, other than minor signs of factory test firing prior to being oiled and packaged.
I have attached video and images to show the issue.
Please advise if I should ship it back for an exchange. I really do like the rifle other than this issue and would like to keep it once fixed. On the plus side, quality control in all other matters is much better than the earlier rifle version imports.
Thanks and hope you folks at T.I. had a great Thanksgiving!"
2/6
"Please send your mailing address we will send you the replacement screw to fix the problem"
3/6
"Hello,
How do you expect me to install the replacement screw if I can not remove the original screw? I have tried hand screw drivers and an electric impact driver. The screw will NOT come out.
I did not pay $1500+ on a brand new rifle to immediately need to perform home gunsmithing. Not to mention the factory quality control certificate included in the box."
4/6
"If YOU Had given us a chance to explain the procedure of replacing the screw it is something any competent person can accomplish . However you response is very clear that you did not want to give us the chance to show and explain that procedure.
Since it is very obvious in your reply that you are unwilling to have the parts sent out return the rifle to us we will replace the screw with a Canadian sourced replacement. Once we recive the rifle we will replace the screw and ship your rifle back to you .
Return the rifle to the following address"
5/6
"Good evening,
That reply was completely rude and a poor example of customer service. I would hope for a better and more respectful reply after spending $3000 in recent purchases from Tactical Imports.
The important point here is that customers should not in any way be required to pay for, or perform self repairs on a brand new firearm. We are not talking about an old, used surplus rifle here.
I will repeat from my first email:
The grip screw will NOT loosen and will NOT tighten even when using an impact driver with correctly sized bits. The screw is completely stuck and will not budge in any direction. The screw is probably cross threaded or there is some seriously strong thread locker on there. The screw head is also stripped.
However, let's hear T.I.'s solution for removing this very stuck screw. How do you suggest I get it out? I'll try whatever you recommend, but I am not confident it will come out with the tools and skills I have. Again, I should not have to do this at all and I definitely shouldn't have to pay a single cent to get it fixed.
If I cannot remove the screw using your instructions - I kindly ask that a shipping label be sent for the return shipping, or that all my costs related to shipping and repairs be fully reimbursed by Tactical Imports.
If I am able to remove the screw, I'll request a new screw be sent out. My shipping address is: ### "
6/6
"My reply was consistent with your response to us sending you the part read below .
If you had given us a chance the issue with the screw is not the screw being cross threaded or not machined correctly , but is actually the thread locker that is used at the factory! . Since you have attempted to remove the screw using impact tools and have stripped the head you will need to return the rifle to us .
The offer to send the part out was hopefully to avoid the unessacerry time you would of been without the rifle and not being able to enjoy it .
With that being said please provide us with pictures of the grip screw recess the grip and the inside nut the grip attaches to so we can have a record of what you have damaged and what parts we will need to repair this . We will also take pictures on our end of the grip area and the complete rifle when we receive it .
Be advised that due to covid that turn around times due to Canada post shipping delays can be longer than normal.
Please follow the instructions below. "
Who else has experience with warranty returns with T.I.?
I'd like to hear your thoughts on this email exchange I had with T.I. regarding a defective part on a Type 81 LMG. Let's keep this thread respectful and mature please. I am very glad T.I. has worked to bring these into Canada and I commend their support for the CCFR and our community in general.
**I fully admit I could have been more patient in my second email.** However, I am clearly annoyed at their initial response. Basically felt like: "too bad, here's a new screw and go fix your expensive brand new rifle on your own". How would you feel if Ford/GM/RAM sent you a part for a defect on your new truck and told you to fix it yourself?
Yes, T.I. has now offered to fix the problem themselves - BUT only after I pushed for this. The email also did not mention whether they would cover shipping costs both ways. Maybe they will, but I haven't asked just yet.
Edit: the finally did offer to cover shipping after I had to push for that.
Email exchange:
1/6
"I've just unboxed my LMG (phosphate) to inspect. Unfortunately, the grip arrived loose and the mounting screw is defective. I can not tighten it whatsoever. Have used properly sized screw drivers, and even an impact driver with correct bit size. Nothing will tighten or even loosen the screw for that matter. Absolutely nothing will cause the screw to budge despite using a lot of force. Anymore and I'd be risking serious damage to the grip. I suspect the screw threads were not cut properly since the factory was not able to tighten it all the way.
My invoice number is ###X.
Date of purchase was
#########
The rifle is entirely unfired, other than minor signs of factory test firing prior to being oiled and packaged.
I have attached video and images to show the issue.
Please advise if I should ship it back for an exchange. I really do like the rifle other than this issue and would like to keep it once fixed. On the plus side, quality control in all other matters is much better than the earlier rifle version imports.
Thanks and hope you folks at T.I. had a great Thanksgiving!"
2/6
"Please send your mailing address we will send you the replacement screw to fix the problem"
3/6
"Hello,
How do you expect me to install the replacement screw if I can not remove the original screw? I have tried hand screw drivers and an electric impact driver. The screw will NOT come out.
I did not pay $1500+ on a brand new rifle to immediately need to perform home gunsmithing. Not to mention the factory quality control certificate included in the box."
4/6
"If YOU Had given us a chance to explain the procedure of replacing the screw it is something any competent person can accomplish . However you response is very clear that you did not want to give us the chance to show and explain that procedure.
Since it is very obvious in your reply that you are unwilling to have the parts sent out return the rifle to us we will replace the screw with a Canadian sourced replacement. Once we recive the rifle we will replace the screw and ship your rifle back to you .
Return the rifle to the following address"
5/6
"Good evening,
That reply was completely rude and a poor example of customer service. I would hope for a better and more respectful reply after spending $3000 in recent purchases from Tactical Imports.
The important point here is that customers should not in any way be required to pay for, or perform self repairs on a brand new firearm. We are not talking about an old, used surplus rifle here.
I will repeat from my first email:
The grip screw will NOT loosen and will NOT tighten even when using an impact driver with correctly sized bits. The screw is completely stuck and will not budge in any direction. The screw is probably cross threaded or there is some seriously strong thread locker on there. The screw head is also stripped.
However, let's hear T.I.'s solution for removing this very stuck screw. How do you suggest I get it out? I'll try whatever you recommend, but I am not confident it will come out with the tools and skills I have. Again, I should not have to do this at all and I definitely shouldn't have to pay a single cent to get it fixed.
If I cannot remove the screw using your instructions - I kindly ask that a shipping label be sent for the return shipping, or that all my costs related to shipping and repairs be fully reimbursed by Tactical Imports.
If I am able to remove the screw, I'll request a new screw be sent out. My shipping address is: ### "
6/6
"My reply was consistent with your response to us sending you the part read below .
If you had given us a chance the issue with the screw is not the screw being cross threaded or not machined correctly , but is actually the thread locker that is used at the factory! . Since you have attempted to remove the screw using impact tools and have stripped the head you will need to return the rifle to us .
The offer to send the part out was hopefully to avoid the unessacerry time you would of been without the rifle and not being able to enjoy it .
With that being said please provide us with pictures of the grip screw recess the grip and the inside nut the grip attaches to so we can have a record of what you have damaged and what parts we will need to repair this . We will also take pictures on our end of the grip area and the complete rifle when we receive it .
Be advised that due to covid that turn around times due to Canada post shipping delays can be longer than normal.
Please follow the instructions below. "
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