Henry quality control

[Cofisher]

I know I am not alone in this. It seems we are seeing more complaints about the finish quality of our Henry rifles.

I purchased a used 357 steel carbine. It was perfect. I know many of us have had the same experience. It seems, however, that more and more are coming out with issues.

I expect we all know the pressure that is currently the norm at Henry Manufacturing. With all the new models to manufacture, they are in a bind. Can this be the reason for the blemishes and errors we have seen in rifles purchased recently?

I believe in Henry, and Anthony Imperato. That said, is it possible they have out grown their ability to produce a good product? I truly hope not. We all depend on them to provide us with a good quality rifle.

I looked long and hard before deciding the Henry was the better rifle over the Marlin. I do not regret this decision at all. I love my rifle.

Live long and prosper HRA.

[RanchRoper]

I'm not sure what is driving the spike in their business, but it definitely seems like they have grown big time. A lever gun renaissance? Renewed interest in cowboy style rifles? Dunno, but I'm sure they are playing catch up and trying to get ahead of the issues.
The HRA Big Boy 45 Colt that I had was flawless as well. My friend who now owns it, and has had many, many rifles over the years says it is the finest firearm he's ever owned.

[JEBar]

I have no clue how many long guns Henry's combined production turns out each day but I suspect that its a pretty good size number .... by comparison, the number with issues that we see is probably pretty low .... so long as Henry continues to have outstanding service after the sale, I really don't think there is an issue

[Mistered]

I'm not sure what is driving the spike in their business, but it definitely seems like they have grown big time. A lever gun renaissance?

All of the above - but I believe Henry is stretching themselves out a bit too 'thin' and I hope it does not result in an overall reduction in quality and the inability to provide the customer service they provide.

[RanchRoper]

I kinda agree with JEBar....as long as they keep their service level high and address issues, they'll sell lots of rifles.

[Steve51]

I have for several years been partial to Henry Rifles and Ruger handguns. I also have recently noticed more complaints with both Henry rifles and the Ruger products. I have dealt with customer service from both of these companies and both have been excellent with quick turn around times.
I know the bottom line is to make a profit but it would seem to me that making a flawless product that does not require attention after the sale would actually help the bottom line.
A satisfied customer is a repeat customer.

[GFK]

I know I am not alone in this. It seems we are seeing more complaints about the finish quality of our Henry rifles.

I purchased a used 357 steel carbine. It was perfect. I know many of us have had the same experience. It seems, however, that more and more are coming out with issues.

I expect we all know the pressure that is currently the norm at Henry Manufacturing. With all the new models to manufacture, they are in a bind. Can this be the reason for the blemishes and errors we have seen in rifles purchased recently?

I believe in Henry, and Anthony Imperato. That said, is it possible they have out grown their ability to produce a good product? I truly hope not. We all depend on them to provide us with a good quality rifle.

I looked long and hard before deciding the Henry was the better rifle over the Marlin. I do not regret this decision at all. I love my rifle.

Live long and prosper HRA.

You may have hit the nail on the head. I hope they are able to flex with the demand as well. I do not regret my decision of a Henry over a Marlin also. Even though, I have spent hours cleaning it before my first shot. For the most part, it seems like was made well. Hopefully this weekend, I will get an opportunity to see how it and I can shoot.

[North Country Gal]

I'm not going to mention names on this question of quality control, but I do see a disturbing trend in the industry, namely, a move to a business model that sacrifices quality control for the sake of higher production numbers and then cleaning up the mess when bad products get out with their "great" customer service.

I've experienced this, directly, and, frankly, I find it infuriating. We, as customers, have a right to expect that when we pay big bucks for a gun, odds should be very high that it will be good to go, right out of the box. Yes, there will always be lemons, but that percentage should be very low. When it gets to the point where you actually expect to have issues with a brand, it's gone way too far. I've been there. It got to a point with a certain brand where I was spending more time trying to fix issues on my own or on the phone with their "excellent" customer service than actually shooting their guns.

Please, please, please, do not let Henry go down this road. You're only making the problem worse by accepting lack of quality control because Henry has great customer service. Loyalty to a brand is one thing, but "great customer service" should never be a substitute for quality control. That just further entrenches this business model. If you have a problem with a Henry, you don't have to be rude and nasty when you contact them, but you do need to politely express your concern about how the gun left the factory that way. Lastly, when someone posts about a legit problem with their Henry, take it, seriously. Telling someone that Henry has great customer service isn't helping. It's a quality control issue, not a customer service issue.

Rant, over.

[GFK]

I'm not going to mention names on this question of quality control, but I do see a disturbing trend in the industry, namely, a move to a business model that sacrifices quality control for the sake of higher production numbers and then cleaning up the mess when bad products get out with their "great" customer service.

I've experienced this, directly, and, frankly, I find it infuriating. We, as customers, have a right to expect that when we pay big bucks for a gun, odds should be very high that it will be good to go, right out of the box. Yes, there will always be lemons, but that percentage should be very low. When it gets to the point where you actually expect to have issues with a brand, it's gone way too far. I've been there. It got to a point with a certain brand where I was spending more time trying to fix issues on my own or on the phone with their "excellent" customer service than actually shooting their guns.

Please, please, please, do not let Henry go down this road. You're only making the problem worse by accepting lack of quality control because Henry has great customer service. Loyalty to a brand is one thing, but "great customer service" should never be a substitute for quality control. That just further entrenches this business model. If you have a problem with a Henry, you don't have to be rude and nasty when you contact them, but you do need to politely express your concern about how the gun left the factory that way. Lastly, when someone posts about a legit problem with their Henry, take it, seriously. Telling someone that Henry has great customer service isn't helping. It's a quality control issue, not a customer service issue.

Rant, over.

Rant over? There is not too much left to mention. I think you covered everything and nicely done!

[The Wiz]

I have been hesitant to express my opinion about Henry's customer service as a majority of the forum seems that it is to be excellent.

I have to say that I am a little under whelmed with it. I have been dealing via email with my problem and getting it resolved has been a real hassle. I knew is would be slower using email but I like a written record when dealing with any company. And it has been SLOW. Still waiting for a UPS label that was promised a week ago. It was to be sent via email. Nothing. Before that one email after another as the cs person would ask for more info one question at a time. Or he would ask for the same info twice. I believe I gave him the serial # three times. Gave him my return address twice. And then the shipping instructions.... You have to strip you rifle down to original condition, no scopes, no added sites, no decorations, no leather. Find a plain box with no logo to send it back, which I did, thanks to a tip from a forum member ( my gun shop ). On and on and on.

Ok, I done. I do agree though with what North Country Gal said. Concise and to the point. You are turning into my second favorite cheese head. My first? My lovely wife of 46 years. My own North Country Gal.

[CT_Shooter]

I have been hesitant to express my opinion about Henry's customer service as a majority of the forum seems that it is to be excellent.

I have to say that I am a little under whelmed with it.

This is so disappointing to read. I suggest that you make a phone call to HRA today. Ask for the manager of CS, Tom Kotz. If he's unavailable, leave a call back number. When he answers or returns your call, recite to him your post as written, which does not even remotely describe the outstanding customer service I experienced.

I would have suggested directly contacting Anthony Imperato, but I just checked the website and it says he's not available. (https://www.henryusa.com/henry-repeatin ... navailable)

[Les]

All of the above - but I believe Henry is stretching themselves out a bit too 'thin' and I hope it does not result in an overall reduction in quality and the inability to provide the customer service they provide.

^^ This ^^.

I don't think I'm exaggerating (too much??) when I say that Henry rifles are becoming very popular in the UK ..... and if they are becoming popular here, in a relatively small market place, then they must be extremely busy world-wide. This is obviously great for HRA, but their production facilities are probably being stretched to the point where they are struggling to cope with demand, and once that happens, QC is usually the first thing to suffer.

I'm sure this will only be a temporary glitch, because I don't believe that Mr Imperato will tolerate anything that gives his products a bad name.

[JNG3]

I'll be as blunt about this as I can be.

HRA quality control seems to be non existent and customer service HAS gone down in overall quality. I blame this solely on business expansion. HRA has gotten to big for it's own good and has strayed from it's original mission statement. This saddens me greatly.

[Cofisher]

Based on the comments, I have opened a can of worms. My intent was to start a conversation on the potential problems. I think they have been outlined quite well. I remain on the cautiously optimistic side of this discussion.

I agree with the comment that Mr. Imperato will get a handle on this. It is his claim to fame. I think he will honor all that he has said.

[JNG3]

Oh I am optimistic as well. The facts are however that QC and CS at HRA need a serious kick in the behind right now.

[GFK]

Based on the comments, I have opened a can of worms. My intent was to start a conversation on the potential problems. I think they have been outlined quite well. I remain on the cautiously optimistic side of this discussion.

Worms may be good. Mission accomplished!

[Yornoc3]

I haven't been "into Henrys", so to speak, for long, but in the few months I've been, I've been impressed. In April I ordered a single shot rifle due out in May, waited for it through the summer, all the while communicating with Henry, and it finally arrived Dec. 7. Henry's CS peoples' willingness to communicate made the delay understandable, which made waiting for something already paid for tolerable. The rifle is great, fit, finish and quality wise. When I noticed a minor issue regarding scope base mounting (unique to the 45-70), I was talking to an Engineer via E-mail within a couple of days. I almost can't imagine another company doing that. When I bought a NIB "old stock" 30-30 (largely as a result of my first experience with Henry), I had the upgraded lever and ghost ring sight less than a week after verifying that I needed them and contacting Customer Service.
Having said all that, I live close enough to Rice lake, WI, to have heard a little chatter that Henry is having difficulty getting enough people with the skills they need; that seems to support the notion that they're having difficulty meeting demand for their products. And they just keep introducing more . If I wasn't already retired, I'd sign up .

[JNG3]

Yornoc3, don't get me wrong. I still believe that Henry and for that matter, Ruger, are extremely well made and good values for the dollar spent. But like Henry, Ruger also has spread themselves too thin. Aficionados of the Ruger brand have exactly the same complaints about Ruger as the Henry fans have of Henry. I DON'T like bashing HRA. But someone at Henry needs to start listening to their core customer base or HRA will loose that same customer base.

[Henry88]

If so, I think it might have more to do with the expanded offerings (new models/platforms/features) than just the raw number of units out the door.

[BigAl52]

Anytime you expand and grow bigger there is going to be more issues. Because the chances have increased with expansion.