Henry Rifle Forums

Almost two weeks ago, I dropped off a firearm at FedEx to have it shipped back to the maker for warranty service. My experience so far has caused me to appreciate Henry even more than I ever have before.

I dropped the package off on Saturday, and Fedex delivered it on Tuesday. Late in the day on Friday, three days after the gun was delivered, I received an automated email saying my gun had been received. So, the package sat there for over three days before they even scanned it in. Since then, I have heard nothing further. I expect that means they have not even looked at my gun yet to assess what needs to be done. If they had already looked at it, I imagine I'd have received another automated email.

Most people who send guns in to Ruger get them back in 10 days, or so. Henry seems to do the same, sometimes faster. Both companies keep their customers updated on what is happening. Both Ruger and Henry will continue to get repeat business from me.

The gun I sent in? I will likely sell it when I receive it. Whenever that turns out to be. I do not plan on giving the manufacturer in question any more of my business in the future. Maybe I'm being too picky, but I don't think so. Companies like Henry have set the bar really high.

Don't think that is picky at all. Just a wise use of your hard earned dollars. If they don't want your business, give it to someone who does.

Customer service, definitely matters with guns or anything else.

It should always be a part of the decision process.

I'm gonna pout until they send me back my gun.

I had a similar experience with a Brazilian manufacturer with a lifetime warranty. I frequently checked their website and noticed there was no change in status. I started calling after 6 weeks. It took them 3 months before they worked on my gun.

Hack wrote:I had a similar experience with a Brazilian manufacturer with a lifetime warranty. I frequently checked their website and noticed there was no change in status. I started calling after 6 weeks. It took them 3 months before they worked on my gun.

Start with "T" and end with "s" ?

A lot of companies still don't seem to have caught on to the fact that people are no longer willing to accept 2nd best. Once upon a time, if you had an XYZ firearm, it had to go back to the XYZ factory for service or repair, unless you had a local gunsmith who could do the work for you. The factories, knowing that they had a virtual monopoly for their rifles, frequently kept customers waiting for weeks or even months before their goods were returned to them. It didn't just apply to firearms, either.

Sometimes they were repaired properly, and sometimes they weren't. If you were really lucky, the goods were returned without any extra dings or scratches. Either way, you were left in the dark until the day when your goods actually came back to you.

Nowadays, people are a lot more clued up. When they buy something now, they are not just buying a product. They are buying into the business. They are buying into a lifestyle. They have seen the slick advertising campaigns, and they want to be a part of it. They believe the hype. As a result, most businesses have realised that you might sell a product once, but if you want to sell another one to the same customer, then you'd better supply something extra, and that extra is customer service. If the product is faulty, then replace it. If the customer wants a refund, then give them one. Gone are the days when you could treat the customer like dirt.

If the customer is left feeling like they have been duped, then not only is the customer likely to sue the offending company now, but he/she will never spend another cent on their products again .... and the chances are that neither will any of their friends, either.

Sadly, on this side of the pond, a lot of companies are still operating in the stone age. Some of them actually manage to stay in business - for a while. Most don't. When these businesses fail, the owners are often at a loss to know why their business didn't prosper. They blame the economic climate, the couriers, even the customers. The last person they blame is themselves.

There is absolutely no excuse in this day and age for keeping the customer out of the loop. If a part is needed to fix my gizmo, and it won't be in stock for two weeks, then just let me know. I can then decide whether I'm prepared to wait, or take my chances elsewhere. The chances are that I'll wait. If I know that my goods are going to be returned to me next Monday then great, I can either stay in or make arrangements for somebody to be home. Just let me know!

Most people have email accounts. Everybody has a phone of some sort. It really isn't rocket science. Keep the customer informed, and you'll keep the customer.

Les, companies like Henry and Ruger here have set a very high standard. Both companies back their products- period. No fine print, no time limits. Call either company and they amswer the phone and help you. Your firearm is either fixed or replaced within two weeks or less. Both companies communicate with customers during the process. Both are willing to sell or send parts to customers.

Both Henry and Ruger seem to have no-questions-asked support. I read a very credible account awhile back by a Ruger 10/22 owner who dropped his 1980's vintage rifle from some scaffolding onto some pavement. The receiver was damaged, and could not be repaired. Ruger sent him a brand new 10/22 free of charge. It was his fault the rifle was broken! He dropped it, for crying out loud. Yet they made it right.

I have related on a number of occasions how Henry has sent me parts that I damaged or lost, and refused to charge me. Not only were the parts free, but they always arrived about two days later.

I own guns by other manufacturers that are excellent guns. Yet, when it comes to buying new ones, companies like Henry and Ruger will be my first choice over brands where the service is just not there.

Ditto,

Can you tell us the name of the company or did I miss it?

Thank you.

Cate

Henry88 wrote:Start with "T" and end with "s" ?

You got it!

ditto1958 wrote:Les, companies like Henry and Ruger here have set a very high standard. Both companies back their products- period. No fine print, no time limits. Call either company and they amswer the phone and help you. Your firearm is either fixed or replaced within two weeks or less. Both companies communicate with customers during the process. Both are willing to sell or send parts to customers.

Henry I know about, and it's good to hear that Ruger also know where their money comes from.

We do have a few companies that stand by their products and appreciate their customers, and in return the customers are happy to go back for more.

There is a move here towards the 'modern' idea of how customer service should be done, and more and more companies are coming on board with it, but sadly at the moment it's quite a short list.

You guy's know I'm a big Henry fan!
I sent mine in on a Friday and received it back, repaired, the next Friday!
No emails either, but I'm still a fan!

I sent my EMP back to Springfield and had a two week turn around.

I was having massive FTF going on. They cut and polished the feed ramp and tuned the extractor. Runs just fine now.

I was OK with that.

A couple years ago I had a 1 week turn around on a S&W M&P 40 with a crack in the slide. I told them I had fired over 50,000 rounds through it. They didn't care how much it had been shot and repaired it for free.

Hack wrote:

Henry88 wrote:Start with "T" and end with "s" ?

You got it!

They have a couple of inexpensive models that I like, but I can't take the chance of needing support, and it not being there.

Better to pay a little more, but have genuine support instead of lip service when you need it.

I hope it works out for you, Hack