Anthony Imperato -- response to cracked stock issue

[PT7]

I'm one of the "wood lovers" on our Forum. I like most all woods, wood products & projects, and especially like our Henry walnut stocks. In following the recent "Stock Warning" thread http://henryrifleforums.com/viewtopic.php?f=49&t=4843 and seeing the photos of cracked stocks, I decided to write to HRA Pres. Imperato about the concerns shared by some Forum Folk. It took just a short time to hear back from him this morning...about 11 minutes! I also noted that DanAtHenry was unaware of the issue, and he mentioned Dan in his answer, as well. Here is what he wrote:

Anthony Imperato <anthony@henryusa.com>
To: Bob
Today. 29-Nov-2018, at 6:16 AM
Thank you very much for your ongoing support and concern. I certainly appreciate it and I am extremely grateful. When you use high quality American walnut with good grain, and the individual gun boxes are thrown, dropped, and tossed by UPS/FedEx, they are prone to damage from the shock. We expect to see this number spike during the fall holiday season. There is nothing inherently wrong with the stocks. We have taken steps to improve our packaging as well. Of course if a stock breaks we replace it at no charge. I will bring this to the attention of Andy Wickstrom our VP/GM and Dan who is the Director of Corporate Communications. Dan will address the forum as well. From the numbers of replacement stocks shipped compared to 300,000 guns being shipped it is a very insignificant number – that being said, we want it to be close to zero.

PT7

[ESquared]

Mr. A. is usually on it in situations like this, and I don't blame him for playing the "shipping damage" card; FedEx/UPS volume spikes, everything speeds up and the level of care goes down.
It's also encouraging to hear that they're working to improve the packaging, because what they have going on now provides next to no protection from such real world abuses.
The fact that one of our members had such issues with multiple rifles in totally separate incidents is disturbing, but I take it as a statistical outlier. Given HRA's volume in wood-stock long guns, I'm inclined to give 'em credit for knowing what they're doing when it comes to designing, sourcing and manufacturing a butt-stock.
But, most of all, WAY TO GO, PT, for taking the bull by the horns! Let's see if "Dan" weighs in.

[BigAl52]

Nice job PT and Ive said it before and I will say it again. Its not very often you get a response from the top of a major company like that. Another reason I continue to support Henry

[North Country Gal]

Sorry, can't say much for a response that passes the buck, like that. If I had a stock on a pistol caliber rifle that cracked while firing the gun, as one owner reported, I would find it insulting. A better response would have been a thank-you for binging it to our attention, we'll look into it, and so on. Leave the shippers out of it.

[Sir Henry]

I have received dozens of shipments from different sources over the last five decades where the item was broken in shipment. So the fact that is where the damage happens does not surprise me.

So X number of stocks were broken out of 300,000. What is X? Is it 50, 500, 5,000 or even 50,000. Without knowing what X is I can’t make a fair judgment.

[Mags]

.
I kinda agree. However, cracked while firing could still have been latent unnoticed shipping damage. Since one of our members had this happen on more than one firearm recently, common cause could be the local delivery folks.

Sorry, can't say much for a response that passes the buck, like that. If I had a stock on a pistol caliber rifle that cracked while firing the gun, as one owner reported, I would find it insulting. A better response would have been a thank-you for binging it to our attention, we'll look into it, and so on. Leave the shippers out of it.

[Travlin]

Many years ago I helped my good friend move from Waycross Ga. to Lakeland Fl. He insisted on buying me a new rifle so I said a Savage 99-358. The first rifle shipped to my local gunstore had a badly broken buttstoke. U.P.S. had to eat that one but the next one was fine. I still have it. My friend passed from cancer about five years ago so the Savage is one of my memories of him .

[JEBar]

the individual gun boxes are thrown, dropped, and tossed by UPS/FedEx, they are prone to damage from the shock. We expect to see this number spike during the fall holiday season.

oh great, something new to consider .. .. UPS is due to deliver our BBS 44 Mag tomorrow .... after reading the above from Anthony, you can believe that I'll take a very close look at the shipping box before I sign and let the driver leave ...

[Mags]

.
and the stock soon after....

oh great, something new to consider .. .. UPS is due to deliver our BBS 44 Mag tomorrow .... after reading the above from Anthony, you can believe that I'll take a very close look at the shipping box before I sign and let the driver leave ...

[JEBar]

absolutely

[markiver54]

Sorry, can't say much for a response that passes the buck, like that. If I had a stock on a pistol caliber rifle that cracked while firing the gun, as one owner reported, I would find it insulting. A better response would have been a thank-you for binging it to our attention, we'll look into it, and so on. Leave the shippers out of it.

Could not agree with you more. A little surprised by passing the buck...per say. Guess we'll see. Focus on the core from manufacturing to distribution. Please maintain the great Henry reputation and follow the chain.

[GFK]

Thanks for you efforts PT7. It is up to Henry now. I do have to agree with North County Gal. In the words of the 33rd President: "The buck stops here."

[Lyman]

One thing that I have noticed is how poorly Henry boxes their rifles. I know first hand how the shippers handle packages and I for one would step it up a few notches in the boxing of these fine guns. I am surprised we don't see more damage due to shipping.
Thanks PT7 for making sure that they are fully aware of the problem.

[BrokenolMarine]

I read the response, and i didn't see someone passing the buck, i saw someone offering a valid explanation for a problem and what he plans to do to reduce the issue in the future. We normally have good service from UPS, however that quality has definitely dropped lately. Don't get me started on fedex. I appreciate him taking time to reply on the forum...

The only other time i have seen this is Rob Lee of Lee Valley.
They sell woodworking tools and he often drops in on our woodworking forum to answer questions about his tools, comment on a thread, etc.

[Mistered]

One thing that I have noticed is how poorly Henry boxes their rifles.

Noticed the same thing.
I am HOPING the basic, white 'stock box' is NOT the one its shipped in - and I am sure it's not as there are no shipping labels on mine. Undoubtedly they are encased in heavier shipping boxes.

[Mistered]

So the fact that is where the damage happens does not surprise me.

I agree - shipping and receiving at work is occasionally coming to my office and asking if I can come and take a pic of a damaged shipment and email it to her so she can get with the shipper.

[ESquared]

Seems like it happens every year at the Holidays, but there's a piece running on NBC national news showing a USPS delivery person throwing a package across the front lawn TWICE, all captured on home security camera. First throw didn't go far enough, so she retrieves it and tosses it again. Not the first one to make the news.

I don't think Imperato is passing the buck, either, but I also agree that a cardboard box and some butcher paper is no way to ship an expensive long-gun.

Bottom line, there is a list of reasons this is happening, and Anthony fairly points out a couple of them (one of which he owns), while also making a valid point that it's not an inherent design/engineering issue.

[GFK]

I appreciate him taking time to reply on the forum...

I agree with this and failed to acknowledge it. What I mean by passing the buck: Most people do not want excuses. They want solutions. This is what I gathered from NCG statement, and I agree with it.

[JEBar]

I read the response, and i didn't see someone passing the buck, i saw someone offering a valid explanation for a problem and what he plans to do to reduce the issue in the future. We normally have good service from UPS, however that quality has definitely dropped lately. Don't get me started on fedex. I appreciate him taking time to reply on the forum....

I agree .... his statement has to be based on having far more info that I do and I have no reason to doubt him .... in fact, based on history, I have every reason to believe him

[Mistered]

I appreciate him taking time to reply on the forum....

Actually he responded to a forum members' email to him - and that member shared his response on the forum
I doubt A. Imperato would ever post anything on this forum, for business reasons.