The Importance Of Customer Service

[ditto1958]

I am a customer who really values good customer service, and I'm wondering how important it is to others here. Most of us here at the Henry Forum are well aware of the outstanding customer service provided by Henry Repeating Arms.

Ruger, despite being a much, much larger company than Henry, is also known for their topnotch customer service. Last year, when I was shopping for an entry level AR, I chose a Ruger over an almost identical model from a competitor because of Ruger's better customer service. Both rifles were the same price, both were from respected U.S. companies. Many people even think the competitor's rifle is better. But they don't have the same no-questions-asked service that Ruger has.

I haven't bought a new Henry for a bit, but when the time comes, I will not hesitate. They have treated me well, and have earned a loyal customer in me. Conversely, there are other firearms makers that do not treat their customers well. I have no use for them.

[RanchRoper]

I find that HRA goes above and beyond what would normally be required to have someone be a "satisfied customer". What they are doing an exceptional job of is making a customer for life. It's not easy, as it requires a commitment driven right through the organization, from the President to the Janitor. The fact that many, many companies don't get it right shows you how difficult it is to achieve. HRA and Anthony Imperato make it look easy, and you always come away thinking "why can't others do that?", but it's a culture not a business. It also comes from simply knowing who butters your bread too, and it's amazing how many companies across all kinds of industries ignore this. HRA get it.

[daytime dave]

I have only called on Henry customer service twice. Both times were a pleasure to deal with them. I often dread dealing with customer service issues because of the poor service provided by other companies as a norm these days.

I agree with you both. A lifetime customer is made on the initial quality backed by great customer service. Very few companies provide both these days. Henry has my business. Buck knives have my business for the same reason. The philosophy comes from the top and goes throughout both companies.

Mr. Imperato goes above and beyond what anyone would expect. It leaves an impression. A very good impression.

[Steve51]

The majority of my firearms are Henry Rifles, Ruger Handguns, and Remington Shotguns.

I have never had a problem with any of my Ruger revolvers.

I had one problem with my Henry .45-70. The rifle had to be sent to Henry twice but turnaround time was less than two weeks each time. Henry redesigned the rifle magazine tube and the 2nd time I sent it at their request so it could be upgraded. It had a small scratch on the buttstock (my doing). When I received my upgraded rifle, I found Henry had also replaced my scratched buttstock. Mr. Imperato contacted me personally to be sure I was satisfied and he sent Henry mugs, hat, tin, etc.

I also had a problem with the last Remington shotgun I got. It was recalled because of "slam fire" issues. The bolt had to be replaced with a redesigned bolt. It took Remington over 2 months to replace the bolt and return the shotgun. I never received any follow up from them checking to see if the shotgun was functioning to my satisfaction.

What I value most is firearm reliability and customer service. That is why I will continue to buy Henry rifles and Ruger handguns.

[JEBar]

our family has owned Ruger rifles and revolvers for decades and have found their support after the sale to be outstanding .... when it comes to Henry, we are relatively newcomers .... so far, our dealings with their customer service has been telephone conversations .... we have no doubt that if/when we should need a higher level of support, we have no doubt their response will also be outstanding

[CT_Shooter]

When Henry Repeating Arms couldn't fix a feeding problem with my first H006M, they replaced it with a brand new rifle that has performed perfectly since day one. I won't even consider owning anything but a Henry. I will be buying another; and then, another.

[clovishound]

I have talked about it here before. I had an issue with a Stoeger shotgun. I took it back to the local sporting goods store that I purchased it from. They said they would ship it back to Benelli. Two weeks later I called Benelli for an update. They hadn't received it. I called The local store. They said it had shipped two days after I brought it in. They also said they would call with a tracking number. They didn't call. I went by the store the next day. Turns out it was still sitting in their back room. They promised it would go out that day. It did. Gun was replaced with a new one by Benelli. Local store didn't call me when it came in. I sent an email to the store laying out the situation. Got nothing back from them except an automated reply that they had received my email. I will never buy another firearm from this chain.

Benelli customer service was excellent. The customer service manager went out of his way to expedite my repair once they received the gun, even though they were not at fault in the delay. They also contacted me promptly with an update once they had examined my shotgun. I sent an email to them as well. I received a personal email from the boss of the customer service manager. I would buy a Benelli product again in a heartbeat.

[daytime dave]

I have talked about it here before. I had an issue with a Stoeger shotgun. I took it back to the local sporting goods store that I purchased it from. They said they would ship it back to Benelli. Two weeks later I called Benelli for an update. They hadn't received it. I called The local store. They said it had shipped two days after I brought it in. They also said they would call with a tracking number. They didn't call. I went by the store the next day. Turns out it was still sitting in their back room. They promised it would go out that day. It did. Gun was replaced with a new one by Benelli. Local store didn't call me when it came in. I sent an email to the store laying out the situation. Got nothing back from them except an automated reply that they had received my email. I will never buy another firearm from this chain.

Benelli customer service was excellent. The customer service manager went out of his way to expedite my repair once they received the gun, even though they were not at fault in the delay. They also contacted me promptly with an update once they had examined my shotgun. I sent an email to them as well. I received a personal email from the boss of the customer service manager. I would buy a Benelli product again in a heartbeat.

What chain was that?

[clovishound]

Dick's

[JEBar]

Doesn't Dick's own Field and Stream ?

[clovishound]

Yep