Customer Service = not

[wmgeorge]

So Customer Service is too busy to answer emails and the non 800 number has you on hold with no one to answer. I was on hold for 11 minutes (on my nickel) and gave up. How and the #### do you get answers to your questions??

Most other legit company's have a 800 number, so who cares if the guy in customer service is out on coffee break.

My new 12 gauge Condor Supreme O/U is totally different from the supplied Owners Manual. The website has a page for PDF manuals, but nothing is posted? IF I would have known this BEFORE I purchased, it would have been another brand!!

The gun is nice, but customer service sucks...:(
PO'd customer in Iowa

[wmgeorge]

Over the weekend I purchased a used Blue Ox tow bar setup from my neighbor. I knew nothing about these except to tow my wife's CRV behind our Winnebago it would work. So I need a baseplate to attach to the Honda CRV that would adapt it to the tow bar, common procedure.

Go online to the Blue Ox website find the part number of what I need and then send them a quick email Sunday after noon. To my surprise I had an answer to my email within an hour or so. But not what I wanted to hear. My tow bar was in recall and I was suppose to call the 800 number Monday am.

So I called in Monday... the customer service lady said I need your name and address to process the claim. Then she goes on to explain... we are going to swap your tow bar for a current model, no charge. But we need yours back first via UPS. BTW do you have a box? No, I replied I can get one from work.

But before I get it packaged up, today (Tuesday) I get a box on my front porch. Inside the box was the new tow bar! No charge, and they did not have my credit card number, just trusting me to return the old one like I said I was going to do... Thats Customer Service!!:):)

[tucker301]

wmgeorge,
Welcome to the forums.
Sorry you had to find us this way, but many do come here seeking help of one kind or another.

You have made some very valid points.

Companies need to realize that e-mails MUST be answered, and not by an automated response, but by a knowledgable and comptent human being.
Frankly, it blows my mind why companies cannot see the benefits of using e-mail instead of telephones.
Both parties can have their say and at each other's leisure.
Everything is spelled out, so there are no problems with dialects or accents.

I had a similar incident with a nationally known cartridge company. Had a round that was manufactured out of spec and wouldn't chamber in any of my rifles in that caliber. I sent them an e-mail with all the details.
Waited two weeks... nothing.
I called them and the guy said, we get a LOT of e-mails and there's no way we can get to all of them.
Unbelievable!
Here is a pipepline to customers and they've got the valve shut off on their end.
If you're going to ignore e-mails, why bother having the form on the website? All it does is give customers the illusion that someone's there.

Again, you are dead right about the manuals.
Benelli manuals are available, but it took a while.
We used to have to get them from the Italian site.

That BS about Stoeger and Franchi coming soon has been listed so long that one would have to wonder if one of the Apostles wrote it.

Either post up the manuals or remove the teaser and be done with it, for Christ's sake!

Now then...
Was there a specific question that perhaps another Stoeger victim could help you with?

[wmgeorge]

Yes, why do they even bother with customer service??

Anyone who reads my above post about Blue Ox knows it can be done... that company just gained a customer for life, and got 1,000's of $ in free advertising because I'm telling everyone about my positive experience!

IF I could take my gun back right now for a full refund I'd do so.

Not because of the Owners Manual, (which is a safety issue ) but because it tells you what the company does for their customers after the sale. Heaven forbid I have a warranty issue!

I am going to assume that this thread will be deleted by Stoeger, but perhaps not. If they are too busy to answer emails, then they certainly don't have time to read this Forum!

[tucker301]

The thread will not be deleted.
Benelli is very good about letting us speak our minds, as long as no one is offended or verbally violated.

They do see these posts.

What was your question?

[wmgeorge]

The question... on my Supreme the selector lever for the barrels and safety all in one lever was gouging and scratching the receiver metal when it was moved.
Since I have a machine shop at home, I decided to fix this problem... Took it apart and was going to do the safety fix at the same time.
Inside on the selector I figured out how to get it out far enough to file down the burr on the backside of the lever. But in the meantime they have a spring loaded ball to put pressure on the selector indexing pin. Needless to say, it popped out and was gone!

So I am going to order from a tool and die supplier a small captive set screw type spring plunger and install it. This might involve some lathe and milling machine work, but the next time I won't be on the shop floor on my hands and knees looking for parts!

Once I get this figured out, perhaps I can sell the idea back to Stoeger Industries... I've been paid in the past for such design work.



The thread will not be deleted.
Benelli is very good about letting us speak our minds, as long as no one is offended or verbally violated.

They do see these posts.

What was your question?

[tucker301]

Sounds like you're well ahead of Stoeger on design improvements ;).

It would be great if you could take some pictures of what you're doing and post up the before and afters for others here to see.

[whtsmoke]

i work for a retail chain that has a deal at the bottom of your receipt thats called voice of the customer, when people send in their comments they are seperated by store and sent to that loacation, we are required to read them every month and believe me they do do some good sometimes whether it is positive or negative.

[wmgeorge]

Yes, and when I get good service I tell them. I only complain when it seems necessarily.

I'm the guy in the restaurant that tips at 20% when we get normal to good service and only 10% otherwise.

Don't understand why a company would not care about what they are selling? Wonder why so many products are now made overseas and south of the border? When that happens... everyone loses, especially the workers who lose jobs over poor management decisions.

In fairness to Stoeger, the shotgun I purchased aside from one small problem is very well made.


i work for a retail chain that has a deal at the bottom of your receipt thats called voice of the customer, when people send in their comments they are separated by store and sent to that location, we are required to read them every month and believe me they do do some good sometimes whether it is positive or negative.

[DickWhitehead]

I have to disagree. I just purchased a used Condor Combo on Wednesday. I emailed Stoeger/Benelli with a question Wednesday night before going to bed and when I got home from work Thursday, I had a response, a real answer from someone and not an autoresponse. When I got ready to clean and fully inspect the barrels for both the 20 ga and the 12 ga barrells, I realized that I did not have the choke tube wrenches. I emailed customer service again, asking if Stoeger/Benelli could by chance help me out. I came home from work today and had another email from a real live person stating that they certainly would be willing to help. Just reply with my serial number and mailing address and the wrenches would be sent free of charge.

A used gun, fantastic price, UNBELIEVABLE Customer Service = Long Lasting Benelli Customer!!!!

Just my $.02 worth......

[rdhammah]

In reference to wmgeorge's issue with Stoeger's customer service. I ordered an m2000 combo back in April. Was advised at one time that there was aproblem with the slug barrel and that it would be about 8 more weeks. Waited it out. On 9/3, I sent a followup email for a status. Still waiting for a response. I finally called and spoke with someone in customer service who told me that they are trying to find another manufacturer to produce the needed barrel. time frame? they have no clue.
Did I say that they have no clue about their customer service?

[DickWhitehead]

Just got home from work and my FREE choke tube wrenches are here. They aren't the cheap thin metal strip ones either. They are the T type, heavy metal, choke tube wrenches. To me, for buying a used gun, emailing customer service and asking if they could provide me a tube wrench, then receiving these two wrenches, FOR FREE, what more can you ask for from Stoeger for CUSTOMER SERVICE??? Like I had said earlier, I'm a long time Benneli / Stoeger customer now.

[wmgeorge]

YOU got an email response from Customer Service??? The first person on here I've heard about in two weeks that got an email.




Just got home from work and my FREE choke tube wrenches are here. They aren't the cheap thin metal strip ones either. They are the T type, heavy metal, choke tube wrenches. To me, for buying a used gun, emailing customer service and asking if they could provide me a tube wrench, then receiving these two wrenches, FOR FREE, what more can you ask for from Stoeger for CUSTOMER SERVICE??? Like I had said earlier, I'm a long time Benneli / Stoeger customer now.