Henry Customer Service AGAIN

[leverjc]

I have a Henry BBS that they had so much trouble putting an acceptable barrel on Mr luce eventually refunded my money and sent me a new rifle. That particular rifle had the worst bore of all of them. I had a rifle that would put deep scratches in my brass and would not hold a 6 inch pattern at 25 yards. I was absolutely fed up with dealing with Henry trying to find a shootable barrel that I had a smith put a Shillen barrel on it with the money that was returned to me.

At the range yesterday I was shooting it at some silhouette critters and it went bang then clack. I knew the firing pin was broken. When I got back to my shop it was confirmed when I removed the bolt and part of the tip of the firing ping fell out with the ejector spring. I tried to phone Henry about ten times and it would ring once then say all their systems were busy. I finally filled out one of their service questioners' online.

I believe Henry will want me to return the rifle when all I need is a new firing pin. I have heard that on some of the models the bolt/firing pin design was defective, but I do not know if that is pertinent to my rifle. I guess I just have PTSD from dealing with Henry's customer service but I am nervous about heaving them work on this rifle. I just wish I knew where i could get an aftermarket firing pin.

If Henry will answer their phone tomorrow maybe talking to a human will make me feel better.

[BigAl52]

I believe someone else here just went through this and Henry wanted the gun back to replace the firing pin.

[Mags]

I have a Henry BBS that they had so much trouble putting an acceptable barrel on Mr luce eventually refunded my money and sent me a new rifle. That particular rifle had the worst bore of all of them. I had a rifle that would put deep scratches in my brass and would not hold a 6 inch pattern at 25 yards. I was absolutely fed up with dealing with Henry trying to find a shootable barrel that I had a smith put a Shillen barrel on it with the money that was returned to me.

At the range yesterday I was shooting it at some silhouette critters and it went bang then clack. I knew the firing pin was broken. When I got back to my shop it was confirmed when I removed the bolt and part of the tip of the firing ping fell out with the ejector spring. I tried to phone Henry about ten times and it would ring once then say all their systems were busy. I finally filled out one of their service questioners' online.

I believe Henry will want me to return the rifle when all I need is a new firing pin. I have heard that on some of the models the bolt/firing pin design was defective, but I do not know if that is pertinent to my rifle. I guess I just have PTSD from dealing with Henry's customer service but I am nervous about heaving them work on this rifle. I just wish I knew where i could get an aftermarket firing pin.

If Henry will answer their phone tomorrow maybe talking to a human will make me feel better.

See if Rangerpoint has one. Maybe this one?
https://rangerpointstore.com/henry-big- ... firing-pin

[BigAl52]

I wonder how many of the old 2 piece firing pin bolts Henry has replaced. I have one in a 41 mag I dont shoot much but they seem to be the ones that are breaking more.

[JVogler]

My 357 magnum Big Boy Brass had a two piece firing pin. Returned it after Thanksgiving 2024, Henry replaced bolt with a new one piece firing pin. Turnaround time was fairly quick.

[DsGrouse]

Both of my bbx's, 357 and 45 cold, had to go back because of the two-piece firing pin.

You receive a new bolt in addition to the firing pin. They need the gun back to ensure the headspace is kosher.

By the way, both of mine ended up getting their barrels replaced at the same time, though that was due to ongoing accuracy issues, not the firing pin.

[leverjc]

I have been waiting for over a week for Henry to approve my repair request for a new firing pin. When I called Henry this morning inquiring why I have not had a repair approval yet the Henry rep said I would get a call from someone in the next 24hrs. Henry's customer service several years ago was at least fast even if their parts replacers they called tech reps were in my case more than likely to slap another bad part on the rifle and ship it back, now they seem to not even care about speed.

Henry is starting to make Reminton Marlins comparatively look good.

[Vaquero]

I've had nothing but good luck when it comes to Henry.
My first time was on my older H001, I had some how cracked the plastic barrel band.
They sent one pronto and at no cost.
Second was after I got my 41 mag BBS, I called and asked about the scope mount and which one I needed.
The nice receptionist said hold on a second, came back in a minute and asked which rifle I was speaking of.
I told her and she says, I have one right here and I will put it in the mail to you.
I asked about payment, and she says it's on us.

The third and last time I had an issue, it was with my 44 BBB that I bought used.
It was made in '07, and I don't remember right off when I got it.
About 4 or 5 yrs ago I was out in the yard shooting stuff hand loads and I noticed when I went to reload.
I saw that where the mag tube attaches to the front of the barrel bend pulled apart.
Called the next day and got a shipping label and off it went. I don't remember exactly how long they had it but I'd say around 10 days to no more than 2 weeks.
It came back with a new barrel and mag tube, but they had to because they had change the design of the attachment.

Now, I bought one of Rossi's new R95 trapper models in 357 back at the first of March and had it jam up on the second outing.
Took two before anyone returned my call, after talking with one of the reps they sent a shipping label I sent it to them.
That was the middle of March and I still don't don't have it back yet.

So it could be worse, I hope you get it figured out soon, JC.

RP

[markiver54]

I've had nothing but good luck when it comes to Henry.
My first time was on my older H001, I had some how cracked the plastic barrel band.
They sent one pronto and at no cost.
Second was after I got my 41 mag BBS, I called and asked about the scope mount and which one I needed.
The nice receptionist said hold on a second, came back in a minute and asked which rifle I was speaking of.
I told her and she says, I have one right here and I will put it in the mail to you.
I asked about payment, and she says it's on us.

The third and last time I had an issue, it was with my 44 BBB that I bought used.
It was made in '07, and I don't remember right off when I got it.
About 4 or 5 yrs ago I was out in the yard shooting stuff hand loads and I noticed when I went to reload.
I saw that where the mag tube attaches to the front of the barrel bend pulled apart.
Called the next day and got a shipping label and off it went. I don't remember exactly how long they had it but I'd say around 10 days to no more than 2 weeks.
It came back with a new barrel and mag tube, but they had to because they had change the design of the attachment.

Now, I bought one of Rossi's new R95 trapper models in 357 back at the first of March and had it jam up on the second outing.
Took two before anyone returned my call, after talking with one of the reps they sent a shipping label I sent it to them.
That was the middle of March and I still don't don't have it back yet.

So it could be worse, I hope you get it figured out soon, JC.

RP

I relate to what you're saying Randy. The only issues I've ever had with Henry CS were dealt with very professionally, politely and timely with the results I expected.

[Mags]

What once was isn't necessarily the case currently. Sounds like CS might be falling off from what it used to be.

[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