Henry Customer Service AGAIN

[DsGrouse]

I've dealt with cs fairly recently. One took 3.5 weeks, the ofther 4 days once they recieved it. It all dep3nds on the work needed and how much the cs team has on their plate

[markiver54]

I've dealt with cs fairly recently. One took 3.5 weeks, the ofther 4 days once they recieved it. It all dep3nds on the work needed and how much the cs team has on their plate

Which IMO is very understandable.
Let's not forget that Henry just went through and is probably still adjusting to a transition, moving all operations to Wisconsin.

[rickhem]

I'd be a little wary of shipping back a rifle with a non-factory barrel. It's likely that the rifle would be returned to factory specifications, meaning that your Shilen would come off and a stock, factory barrel put back in place of it. I know that when Remington was doing replacement triggers on their 700 bolt guns, that is how returns went, everything back to 100% stock parts.
I'd get clarification on that before sending them your rifle. You might be better off dealing with this yourself if you want to keep the Shilen on it.

[Mags]

@Levejc. I agree with Rickhem. Looking at the date of your post where you had the Shillin barrel fitted, you likely have the original 2 piece firing pin. That's a bummer, cause that means to get the rifle fixed it will need to go back to Henry, unless you can find a 3rd party gunsmith to fix it. Like Rickem states, you might not see that rifle with that barrel again if you send it in. It's at Henry's discretion 'Repair' or 'Replace'.

[Travlin]

I wonder if HRA. will touch a rifle that is not all Henry as left the factory.

[Vaquero]

I wonder if HRA. will touch a rifle that is not all Henry as left the factory.

Nor sure, but a phone call could help.
If it were mine, I'd call and we'd have an understanding.
Those barrels aren't cheap.

RP

[leverjc]

I believe I will at least take Vaquero's advice and at least talk to someone more than the phone operators. I haven't delt with Henry customer service for a couple of years now and it has really changed for the worse. Two days ago I talked to an operator that said I would have a service rep call me within 24hrs, that didn't happen. The only response I have had today when I have placed multiple calls is "We are sorry all circuits are busy now please call again later." This is the second Friday I have tried to call Henry. I wish they would just say what their hours of business are, so I do not waste my time trying to contact them.

If I cannot eventually come to an understanding with them I will remove the Shillen barrel and put their original back on before i send it in.

[BigAl52]

Quality control via the customer seems to be something that is trending through a lot of MFG's. Its frustrating as a consumer to be put thru this when you buy something and try to use it only to find out that it doesnt work. Im sure in some cases its justified in order for companies to compete in certain markets. But in a lot of cases I tthink there is some bottom line greed going on. I mentioned this the other day that it sure seems like there are a lot more recalls on consumer goods than ever before. I dont think a day goes by that some car manufacturer isnt recalling a certain model.

[leverjc]

It has been four weeks since Henry sent me an email about how much they are looking forward to helping me replace the poorly designed 2 piece firing ping that broke in my nightmare BBS. I don't think they really looking forward to helping me as I haven't heard a word.

If Henry's customer service is gone, I am wondering how long it will be before they are gone. I hope I get a new firing pin first.

[Vaquero]

It has been four weeks since Henry sent me an email about how much they are looking forward to helping me replace the poorly designed 2 piece firing ping that broke in my nightmare BBS. I don't think they really looking forward to helping me as I haven't heard a word.

If Henry's customer service is gone, I am wondering how long it will be before they are gone. I hope I get a new firing pin first.

I feel your frustration buddy, I have a new Rossi that has been back to their customer service department since the middle of March. Last I talked with them, they were waiting on parts.

RP

[leverjc]

I am still waiting to here from henry's great customer service. Excuse my sarcasm.

[GFK]

That is the challenge with sales. Like all businesses, you have to have customers: repeat or new. Customer service can have a big impact on repeat customers, a long with product quality. Yet, to stay in business, there has to be a demand for the product. I suspect a person can only buy so many firearms. So, the new customer base has to continuously grow. There are only so many people in the world, who would probably buy a rifle or revolver. My point, sales will level off one day. For now, Henry may be having a hard time keeping up with demand, and good people can be hard to come by? Or, maybe it was considered a gift and given a different priority?

[leverjc]

On my third phone call this morning I finally was able to talk to a Henry rep. Another rep called me back and I explained about the aftermarket Barrell and was told she would put a note in the order not to touch the barrel. I have the shipping label so I will be off to Brown tomorrow. I hope they get it done tight this time.

[Vaquero]

Good luck to ya JC.

RP

[rickhem]

On my third phone call this morning I finally was able to talk to a Henry rep. Another rep called me back and I explained about the aftermarket Barrell and was told she would put a note in the order not to touch the barrel. I have the shipping label so I will be off to Brown tomorrow. I hope they get it done tight this time.

I'm hoping that you got a little log of your calls, and to whom you spoke on each call. Hoping that it is never needed, but if you have the ability to tell them who you spoke with, on what date, and what was agreed, you'll stand a much better chance if things do go awry.

Anyway, good look with your rifle. If all it needs is the firing pin upgraded, should be an easy fix.

[brm4450]

IMG_4009.gif

[leverjc]

Brown dropped off my BBS yesterday. I am very satisfied with their work. Henry replaced the bolt/firing pin with a new one-piece firing pin. The new bolt is better polished than the one they replaced and the new system seems to be more rugged. I like how the firing pin is still blocked unless the lever is closed. They also replaced the lever. I thought the old lever was good even though the bluing was missing where my offhand rubs at the front. When I removed or replaced the lever before I had to jiggle the lever to remove the screw easily without binding. The new lever lets me remove the screw with my fingers with no binding. My custom barrel is still on it and the trigger still lets off at a crisp 2.5lbs.

I am sooooo hoping that I can shoot this problem free for a long time. Tomorrow, I hope to get to the range and have some fun with it.

[daytime dave]

Good luck at the range. Hoping to hear a positive report.

[Vaquero]

Great news, will be awaiting the RR.

RP