Follow up to new rifle, same issue

Post by **Dahliathemeh** » Sun Nov 25, 2018 11:52 pm

So I followed the advice and reached out to Mr. Imperato. I wrote all about the issues I had with not only the first the rifle, but the new rifle. I was surprised to see how patient I was being with my rifle.
Mr. Imperato was unhappy with the things that I have been going through with my rifle.he had my rifle sent back next day air, and sent me a big box of swag. Now I'm just waiting for my refund so I can go on and get my new shotgun.
Whatever that is going to be.

Post by **Mags** » Mon Nov 26, 2018 12:13 am

Mistered · Post by **Mistered** » Mon Nov 26, 2018 12:57 am

Sorry but a bag of swag would do little to
Appease my dissatisfaction with a rifle that is not going to be repaired or replaced but simply refunded.

Post by **CT_Shooter** » Mon Nov 26, 2018 10:03 am

Dahliathemeh wrote: Mr. Imperato was unhappy with the things that I have been going through with my rifle. He had my rifle sent back next day air, and sent me a big box of swag. Now I'm just waiting for my refund so I can go on and get my new shotgun.

I know you selected to accept a refund in lieu of another repair/replacement, but it's still disappointing that you had to suffer all that trouble. HRA did the right thing. Good luck with your shotgun, Dahlia. Keep us posted.

Post by **PT7** » Mon Nov 26, 2018 10:31 am

Been there, done that --- with 3 Henrys over six years. I simply had the "luck of the draw...." not.
Still, I believe that A. Imperato and his team do work hard at striving to make satisfied customers. The CS reps who worked with me each time I had rifle issues bent over backwards to help. That is worth quite a bit to me. And this may seem odd to most Folk, but my excellent performing SGC just seems to make up for the 3 that went south...it's that good and that much fun!

I've received the "swag" items, as well. Definitely not a Henry rifle --- but I've put most swag to good use. Agree with CT....hope your new Henry shotgun will be a great gun!

PT7

Dahliathemeh wrote:...so I can go on and get my new shotgun.

Post by **Dahliathemeh** » Mon Nov 26, 2018 12:40 pm

Don't get me wrong, the swag was nice but I really would like my refund. It is going to be funny to carry my Marlin around in that Henry bag though LOL!

Henry88 · Post by **Henry88** » Mon Nov 26, 2018 1:12 pm

Dahliathemeh wrote:Don't get me wrong, the swag was nice but I really would like my refund. It is going to be funny to carry my Marlin around in that Henry bag though LOL!

I kind of don't get it either. If I had so much trouble with, say a Toyota that I didn't want it anymore, why would I want all this Toyota paraphernalia to display? I think he's a little off on this one...........

Mistered · Post by **Mistered** » Mon Nov 26, 2018 1:32 pm

I think he's a little off on this one...........

Straight out of the 'customer service' playbook - start by offering a bunch a pretty 'free' stuff to placate the customer - it usually works - depending on the 'value' of the items to the customer. Heck we do it where I work - it's amazing how far a free RV winterize or a few free black tank dumps sessions will get me.... AND like the swag from Henry costs me virtually nothing.

Post by **CT_Shooter** » Mon Nov 26, 2018 2:43 pm

Mistered wrote: Straight out of the 'customer service' playbook - start by offering a bunch a pretty 'free' stuff to placate the customer ...

I continue to think that HRA has unparalleled customer service.

Does the "CS playbook" at your place of business include a full refund after the sale, when the customer drives away and later isn't satisfied with her new RV because something is defective?

Post by **RanchRoper** » Mon Nov 26, 2018 3:27 pm

Makes me think of a guy I passed on the highway one time. He had spray painted "SATURN WON'T FIX MY CAR" all over it. Now that is an angry customer...

Mistered · Post by **Mistered** » Mon Nov 26, 2018 3:49 pm

I continue to think that HRA has unparalleled customer service.

I never said they didn't.

Does the "CS playbook" at your place of business include a full refund after the sale, when the customer drives away and later isn't satisfied with her new RV because something is defective?

Hardly a fair comparison.
RV's are considerably more expensive than a rifle.
They also fall under a different legal category than an 'over the counter' retail item like a rifle.
RV's are largely in part financed - which also carries with it certain legal ramifications and conditions.

It is highly unusual for a purchaser of an RV to be refunded if they are 'dissatisfied' if something is defective. That is what the warranty is for and we go to the utmost length to insure the problem(s) are resolved in a timely manner (as does Henry) - and it is one of my jobs as liaison with the manufacturers to followup with warranty repairs.
Under some circumstances however I have been involved with factory/dealer refunds or replacements when an RV is determined to have a dramatic manufacturing problem which cannot be resolved at the dealer level and needs to be returned to the factory. So to answer your question - Yes - refunds can (and do) happen in the RV industry.

Aside from all this we (as a dealer) go above and beyond to ensure customer satisfaction to include:
A comprehensive 'walk through' with a new RV owner the day of delivery - and this easily exceeds two hours or more.
Free of charge loaner RVs in certain situations.
Allowing owners to spend a night or two on our lot during travel or transitioning to a new RV while transferring stuff from the old to new.
Free delivery of an RV to permanent location.
Having a 'representative' (guess who) to drive to the RV owners home, location and sometimes to a campground/site to review problems, issues and possibly resolving them or sending out a tech later to take care of the problem - and these locations are sometimes hours away from us.
Attempting to work with a manufacturer we are not a dealer for, and the owner did NOT buy from us to take care of certain problems under warranty with that manufacturer.

In conclusion I think our 'CS playbook' has it covered - and then some.

Post by **CT_Shooter** » Mon Nov 26, 2018 4:51 pm

CT_Shooter wrote:I continue to think that HRA has unparalleled customer service.

Mistered wrote: I never said they didn't.

Then we agree. HRA Customer Service is unparalleled. They warranty their rifles forever and they will provide a full refund to dissatisfied customers. It doesn't get any better than that. Thanks for the other info.

Post by **Dahliathemeh** » Mon Nov 26, 2018 6:31 pm

I got in touch with Henry, not only did they have old and incorrect info in my account, they didn't know if I sent it back. I had indeed sent it back on the 14th, through a UPS store as well! I have to wait for them to call me. I'll call them tomorrow.

Post by **ESquared** » Mon Nov 26, 2018 6:46 pm

Uh-oh. Something's seriously off the rails if Henry can't find any records of a returned rifle for which they generated the UPS return label. That return label's tracking number is pretty much automatically logged into both UPS's and Henry's system.
Hope you have your receipt from the UPS store and the email from Henry when they sent you the label.
So sorry to hear your story going from bad to worse.

Post by **CT_Shooter** » Mon Nov 26, 2018 6:58 pm

Dahliathemeh wrote:I got in touch with Henry, not only did they have old and incorrect info in my account, they didn't know if I sent it back. I had indeed sent it back on the 14th, through a UPS store as well! I have to wait for them to call me. I'll call them tomorrow.

Thanks for the update, Dahlia. It is troubling that your account had misinformation, no record of your returned rifle, and that their system hadn't been updated. Since they provided and paid for the shipping label, they will be able to track it down. It will be resolved, I'm certain, but it's just another hurdle you shouldn't have to jump. Let Anthony know about this recent issue. He will not be pleased, either. Keep us posted.

Post by **RanchRoper** » Mon Nov 26, 2018 7:26 pm

Good luck with resolution. I understand your frustration.

Post by **BigAl52** » Mon Nov 26, 2018 8:43 pm

Dahlia
Correct me if I am wrong you asked for a refund after issues with the second rifle correct? Also did you ever have an email conversation with Anthony himself after sending back your first rifle the second time for the same issue? Thanks Al

Post by **Dahliathemeh** » Mon Nov 26, 2018 11:39 pm

@ bigAl52, no I never wanted to contact Mr. Anthony. If I did it was gonna be with good news. He was the last person I wanted to bother, I feel guilty even though I shouldn't. After all it was the rifle that was the problem, not me. Yes I did ask for a refund after the issues with the second rifle.
@esquared, yes I have the receipt from the UPS store and the return label email.

Post by **BigAl52** » Tue Nov 27, 2018 9:12 am

Dahlia
I dont think I would feel bad at all. I would have thought after the third time it would have been right. I dont blame you for the frustration. In any case at least you have the satisfaction of getting a refund and you can move on. But if it was me I think I would still send Anthony an email and let him know what took place. But however you handle it is your choice. Its just my .02 cents worth.

Mistered · Post by **Mistered** » Tue Nov 27, 2018 10:09 am

But if it was me I think I would still send Anthony an email and let him know what took place.

I agree completely and you shouldn't feel any guilt about it.
Anthony Imperato is not some 'godlike' figure who is unreachable. He is the President/CEO of a company we have all bought products from and more than ever needs to hear from you about you experience.
Heck in my daily dealings with various manufacturers and I am not getting the action or answers I need I don't think twice about asking to speak to the 'highest level authority at the company' - or at a minimum his/her email address. This is sometimes met with dissension by whoever I am asking but I eventually get it.

i

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