My experience with Springfield - A customer service documentation thread, good or bad

Discussion in 'General Firearm Discussion' started by TangoWhiskeyFoxtrot, Jun 18, 2018.

  1. TangoWhiskeyFoxtrot

    TangoWhiskeyFoxtrot I do not consent.

    Dec 28, 2017
    This thread will document my experience.

    Looking good so far.

    [Friday 15June2018]After months of dawdling and shuffling and letting the firearms take up space in my safe for no good reason, I finally got around to contacting Springfield via email last Friday at 6:45 pm CDT. I made two separate entries, one for each of the two pistols.

    At 6:50pm CDT Received two automated acknowledgements of receipt.

    [Monday 18June2018]
    8:45am CDT: Received two automated emails showing that each ticket had been assigned to a rep.

    9:03am CDT: Received email from Rep #1

    11:17am CDT: Received email from Rep #2

    There were a few things to work out since I travel, live alone, etc. How do I get them back, things like that. Got it all worked out.

    12:23pm CDT: I get an RMA notice and shipping label from Rep #2

    I contact Rep #1 and tell her what we're doing. She replies, "Oh, you can just put them both under the same RMA. I'll take care of that. No problem.

    We exchange a couple of emails to make sure there won't be any confusion.

    4:30pm CDT: I get final confirmation from Rep #1 that we're all set, everything is updated and I'm good to go. I print the shipping label, type up descriptions for each pistol, flag the pistols and put them back in their original cases with the notes, pack the cases in a box.

    I'll drop off at FedEx tomorrow and they'll be back in Illinois Thurs. They say 2-4 weeks turnaround. I'm good with that.

    Literally less than one business day to get this process started, very professional, looking good.

    I will post updates as required and report on results.
    Last edited: Jun 18, 2018
  2. switchback

    switchback Well-Known Member

    Jun 2, 2014
    That's how CS at springfield rolls. I've rarely heard a bad experience and suspected there was "more to the story" the few times I did. Glad you were satisfied
    boatdoc and TangoWhiskeyFoxtrot like this.

  3. WC145

    WC145 Every day is Saturday and every night's a party!

    Jan 1, 2013
    I had to use SA customer service for a warranty issue several years ago, they were right on top of things and went way beyond the extra mile with upgrades when they fixed the issue with the gun. Top notch outfit.
    boatdoc and Kip like this.
  4. monadh

    monadh Sapientiae Timor Domini Initium

    May 8, 2012
    The only time I had to use SA customer service was for a LW Champion Operator. The holster that was included quickly wore through the finish, and I requested them to melonite it. Pistol was sent in to SA middle of July. I was told it would take a month at most, but it didn't come back until middle of October. The melonite finish proved to be far thinner that Dan Wesson's Duty Treat. It wore quickly as well. That's not a complaint, it's just what happened, and it is why I sold other SA 1911s that I had trouble with rather than send them in.
    boatdoc likes this.
  5. cundiff5535

    cundiff5535 Chambers Custom Owners Club

    Apr 1, 2013
    Great... SA standing by their stuff.

    They literally tried to take a **** on their customers here in IL. Ill take every chance I get to tell people to avoid them.

    Anyway, glad that POS company is taking care of you.
    RN47, boatdoc and fatbaldguy like this.
  6. Mr. B

    Mr. B VFW - Life Member

    May 10, 2016
    Watching, hope you have a great experience.
  7. fatbaldguy

    fatbaldguy Cranky old curmudgeon

    Jul 28, 2017
    Don't forget RRA too! SA has begun, and only begun, the process of redemption.
  8. boatdoc

    boatdoc Well-Known Member

    Aug 3, 2015
    I had on experience with was a good one . sadly it was due to a quality control issue.
    TangoWhiskeyFoxtrot likes this.
  9. TangoWhiskeyFoxtrot

    TangoWhiskeyFoxtrot I do not consent.

    Dec 28, 2017
    Yeah. Me too. Four Springer guns. Four significant Mfg QA problems. Four returns to the factory. This thread documents the first two.

    Sent from my iPad using Tapatalk
    azpoolguy likes this.
  10. bad2006z71

    bad2006z71 Well-Known Member

    Jun 25, 2018
    I've generally had good luck with SA products and the couple of times I have had to use their customer service was excellent.
  11. azpoolguy

    azpoolguy Well-Known Member

    Jul 4, 2013
    I wish my experience with SA warranty was the same. I called after not receiving a confirmation the revived my pistol. Then got an email it was coming back repaired. There was no discussion of issues or updates as to the repair.

    Then the repair they did required addition work on my part to actually make the gun function.
  12. TangoWhiskeyFoxtrot

    TangoWhiskeyFoxtrot I do not consent.

    Dec 28, 2017
    We shall see. I checked tracking and they received the guns back last Thursday. They did not contact me. There is good, solid documentation inside each pistol case, with a couple of basic requests that anyone should be able to meet - contact me for approval before return shipping, provide some basic explanation of what was done. The documentation is not complicated or long-winded, it’s less than a page of well-spaced text and bullet points, with a picture or two on the second page. I provided this for each gun.

    I did not ask them to confirm receipt. I knew I could track it.

    Sent from my iPad using Tapatalk
    45ACP_ray likes this.
  13. TangoWhiskeyFoxtrot

    TangoWhiskeyFoxtrot I do not consent.

    Dec 28, 2017
    1 week update:
    Nothing to report. There has been no further communication with Springfield. None was expected.
    Mr. B likes this.
  14. TangoWhiskeyFoxtrot

    TangoWhiskeyFoxtrot I do not consent.

    Dec 28, 2017
    Week 1.4 update:
    Springfield just called. Pistols are ready to come home. Sounds like they did quite a bit of work. Even replaced the slide on the EMP3. Should be here on Friday.

    Another update once I get them, and a final update once I shoot them. Really looking forward to that.
    Mr. B likes this.
  15. azpoolguy

    azpoolguy Well-Known Member

    Jul 4, 2013
    That’s good to hear.

    I was hoping they would replace the slide on my EMP3 but they chose the do a breach face bushing to relocate the firing pin hole. That was one of those things I never got word on until the gun was headed back.
    TangoWhiskeyFoxtrot likes this.
  16. TangoWhiskeyFoxtrot

    TangoWhiskeyFoxtrot I do not consent.

    Dec 28, 2017
    They may have put a bushing in the EMP4. They didn't replace the slide. It was not as far off-center as the 3. They did replace both firing pins, and some other work. The 3 had hammer follow problems. The CSR said the invoice would list what all was done. She read off a long list, but I wasn't able to write it down. Should know more on Friday.

    Sent from my Moto G (4) using Tapatalk
    azpoolguy and 45ACP_ray like this.
  17. TangoWhiskeyFoxtrot

    TangoWhiskeyFoxtrot I do not consent.

    Dec 28, 2017
    Week 2.1 update: A very positive first impression.

    Pistols arrived today, just as promised. It's been about 2 1/2 weeks since I shipped them out, 2 weeks and a day since they received them. A quick visual exam looks like they did everything I asked for. There is still a very slight overhang (on the EMP3) of the frame under the slide on the ejector side, but it is much less objectionable than the original slide and is well within acceptable tolerance for a mass production gun. Few would notice.

    I will need to get them apart for a closer inspection, clean them good to make sure there are no metal filings from re-cutting the feed ramps, etc. And I will need to shoot them to see how the primer strikes are centered.

    It does look like there could be a new firing pin bushing in the EMP4 - the bushing area is very shiny in the breech face, with a shiny vertical rectangle indicating it may have been filed a bit.

    I don't know when I will get them to the range but everything looks good so far.
    azpoolguy, Mr. B and 45ACP_ray like this.
  18. samuse

    samuse Well-Known Member

    Jul 29, 2013
    When every gun you make needs warranty work, you’d better have good customer service!
    TangoWhiskeyFoxtrot and monadh like this.
  19. monadh

    monadh Sapientiae Timor Domini Initium

    May 8, 2012
    In my experience, I wouldn’t say that 3 defective pistols out of 5 purchased equates to every gun, but it is close. Batting .600 in the majors would bring you some big bucks.
  20. TangoWhiskeyFoxtrot

    TangoWhiskeyFoxtrot I do not consent.

    Dec 28, 2017
    It's a fair statement. I bought four. All four experienced significant issues within the first 1000 rds. None was reliable enough to complete a full-day training class. All four cost in excess of $900.

    Springfield has significant quality control challenges. I wouldn't buy another $1000+ Springfield but there is no argument that this appears to be excellent customer service. I will know for sure when I get them apart and do a thorough inspection.
    Sent from my Moto G (4) using Tapatalk
    monadh likes this.

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