Archived Posts » 59,726,163
Anyone had to deal with Adams' customer support?
2/28/2012 7:17:52 PM
I'm really hoping I didn't make a mistake buying from them. I placed my order back on 02/04 on an item listed as "In Stock" and only got a confirmation email saying my order was received. I tried emailing them asking for an update and got no response in over a week now. I called 4 different days last week just to get no answer and a message that the mailbox is full and can't leave a voicemail. I called again today and someone finally answered and told me my order might ship at the end of the week this week. I asked why it was taking so long to ship an in-stock item and was just told "we're busy." For a bit more I could've gotten the LWRC and I'm wishing I would've. Anyone else had this experience with them or just bad luck on my part?
2/13/2012 2:32:17 PM
Call and cancel if your not happy. From what I have heard there a good company to deal with, but no sense giving someone your money if there not listening to you when you call.
2/13/2012 4:10:57 PM
Shot show did just pass and for "what I heard" the retail side gets put on hold so bulk orders get filled first. So maybe AA got a bunch of orders from S&W, Mega and other manufacturers that use thier parts and the individual orders need time to be filled.
This is just what I heard from a vendor.
This is just what I heard from a vendor.
2/13/2012 4:54:09 PM
i have used AA Cs twice and both times were positive, i did have to call several time to get through, but they handled things professionally i think. OP i hope it works out for you
2/13/2012 5:41:55 PM
I had a problem with my AA upper and needed to contact them to send it back. It took about a week for a reply. The impression I got from the guy there was they are just overwhelmed and getting to things as fast as they can.
On the plus side once you do get to talk to someone there they are very helpful.
On the plus side once you do get to talk to someone there they are very helpful.
2/13/2012 5:55:48 PM
I was putting together an AR for my buddy last year, had problem with the piston system, call them up waited maybe about 30 sec. someone got on the phone and help me troubleshoot the problem, turned out to be an out of spec. gas block, got an replacement gas block about a week later, I can tell the guy who help my on the phone was very knowledgeable and very helpful, hope this is just an isolated incident!
2/14/2012 6:23:51 AM
I purchased my complete upper from them in December. The CS was outstanding for placing the order and getting everything ironed out perfectly. Then, after my order was placed and was being built, CS got a little slower. The guy I was working with while working out the order details was John. After placing my order, I was informed that he was no longer working there. That is when communication got a bit tougher. I'm not sure that his replacement was up to the task and may still be learning how to work everything out. As far as the Upper I received, it is awesome and runs flawlessly. I couldn't be happier with that aspect. Even though the CS got slower, it still wasn't horrible or near what the OP is going through.
2/14/2012 5:08:54 PM
They are shipping their complete rifles VERY soon so i bet that's why they are overwhelmed.
2/15/2012 12:41:17 AM
In the past... Service was great. Recently had an Op rod bend inside an upper they re-built for me. I originally installed the kit and could not get the rod to slide, turns out it was bent. The guy would not send a new one, he was convinced it could not be bent straight out of the box. Well, it was.... After shipping the whole upper back and he had to use a new rod all together and even replaced my bolt for the one piece carrier for free!!! The whole ordeal took 2 weeks maybe all together. NOW, the same upper they built has the bent rod, I called on the 2nd, matthew said it would go out and be here the following week. I called, and called, and called... Nothing. Still here it is almost 2 weeks later and they haven't even sent the replacement. I had to order one from midway just to get mine up and running again. If you ask me, CS sucks now. Of it happens again, I'll dump the system and give my money to another company.
2/15/2012 11:30:33 AM
I think they'll do about anything they can to not have to touch a rifle.
I was running an H buffer (but never mentioned it) with a new AA upper. It wouldn't chamber rounds to save it's life. I was told by CS that my gun was cycling too fast, and to try an H or H2 buffer. So I tried an H2 buffer, but it did nothing. So I had to borrow a standard buffer (didn't own one) and it worked just fine. While I was telling my tale of woe on the AA forum, another guy was running an H2 buffer and experiencing the same problems. He was told by CS to try an H or standard. He hasn't shot his yet with the standard.
I was running an H buffer (but never mentioned it) with a new AA upper. It wouldn't chamber rounds to save it's life. I was told by CS that my gun was cycling too fast, and to try an H or H2 buffer. So I tried an H2 buffer, but it did nothing. So I had to borrow a standard buffer (didn't own one) and it worked just fine. While I was telling my tale of woe on the AA forum, another guy was running an H2 buffer and experiencing the same problems. He was told by CS to try an H or standard. He hasn't shot his yet with the standard.
2/15/2012 12:31:17 PM
I intended to order an AA upper from an industrial partner because the reviews are positive, but it seems like AA customer service is very spotty. I'll definitely look some other piston manufacturers.
2/15/2012 1:57:51 PM
I've had nothing but good service with AA. I think customer service with any firearms manufacturer or retailer is sort of spotty. Especially when it comes to shows and competitions.
2/15/2012 3:28:09 PM
Hi Guys,
Adams is our manufacturing partner and we work with them very close. Not trying to make excuses but right now they are super swamped. SHOT show was very good to them and they have alot going on, new rifles, new uppers, and got a ton of orders etc. They are trying their best to catch up with emails and phone calls, and believe it or not their staff is a dedicated but small crew. Everyone truly does anything and everything and they don't have a dedicated team just to answer phone calls and emails. They know there are behind and are trying to do there best to get everyone taken care of.
Adams is great to work with, they have an amazing product and great customer service, it just so happens that alot of people are requesting all of this at once. While its a good problem to have and keep busy they are working hard to catch up.
As far as the comments about not wanting to touch a rifle and the buffer stuff. I do tech support as well and it is generally a goal to keep the rifle in the customers hands if it is a simple issue. If it needs to come back that's one thing but nobody likes being without their rifle when the problem could be trouble shot over the phone email or is part issue etc. With the buffers sometimes an H works in one but others is the standard, all tech support can go on is the symptoms given to us by the customer. So without knowing the full facts I don't think it's fair to say wrong advice may have been given, I'm not saying that was implied here but kind of how I read it. My perception may be wrong, if so I apologize.
Hang it here they will be catching up shortly and I know they appreciate your patience.
Thanks
Dave
Team Huldra Arms/Mills Fleet Farm
Adams is our manufacturing partner and we work with them very close. Not trying to make excuses but right now they are super swamped. SHOT show was very good to them and they have alot going on, new rifles, new uppers, and got a ton of orders etc. They are trying their best to catch up with emails and phone calls, and believe it or not their staff is a dedicated but small crew. Everyone truly does anything and everything and they don't have a dedicated team just to answer phone calls and emails. They know there are behind and are trying to do there best to get everyone taken care of.
Adams is great to work with, they have an amazing product and great customer service, it just so happens that alot of people are requesting all of this at once. While its a good problem to have and keep busy they are working hard to catch up.
As far as the comments about not wanting to touch a rifle and the buffer stuff. I do tech support as well and it is generally a goal to keep the rifle in the customers hands if it is a simple issue. If it needs to come back that's one thing but nobody likes being without their rifle when the problem could be trouble shot over the phone email or is part issue etc. With the buffers sometimes an H works in one but others is the standard, all tech support can go on is the symptoms given to us by the customer. So without knowing the full facts I don't think it's fair to say wrong advice may have been given, I'm not saying that was implied here but kind of how I read it. My perception may be wrong, if so I apologize.
Hang it here they will be catching up shortly and I know they appreciate your patience.
Thanks
Dave
Team Huldra Arms/Mills Fleet Farm
2/15/2012 4:33:10 PM
Originally Posted By Dave-HuldraArms:
Hi Guys,
Adams is our manufacturing partner and we work with them very close. Not trying to make excuses but right now they are super swamped. SHOT show was very good to them and they have alot going on, new rifles, new uppers, and got a ton of orders etc. They are trying their best to catch up with emails and phone calls, and believe it or not their staff is a dedicated but small crew. Everyone truly does anything and everything and they don't have a dedicated team just to answer phone calls and emails. They know there are behind and are trying to do there best to get everyone taken care of.
Adams is great to work with, they have an amazing product and great customer service, it just so happens that alot of people are requesting all of this at once. While its a good problem to have and keep busy they are working hard to catch up.
As far as the comments about not wanting to touch a rifle and the buffer stuff. I do tech support as well and it is generally a goal to keep the rifle in the customers hands if it is a simple issue. If it needs to come back that's one thing but nobody likes being without their rifle when the problem could be trouble shot over the phone email or is part issue etc. With the buffers sometimes an H works in one but others is the standard, all tech support can go on is the symptoms given to us by the customer. So without knowing the full facts I don't think it's fair to say wrong advice may have been given, I'm not saying that was implied here but kind of how I read it. My perception may be wrong, if so I apologize.
Hang it here they will be catching up shortly and I know they appreciate your patience.
Thanks
Dave
Team Huldra Arms/Mills Fleet Farm
Hi Guys,
Adams is our manufacturing partner and we work with them very close. Not trying to make excuses but right now they are super swamped. SHOT show was very good to them and they have alot going on, new rifles, new uppers, and got a ton of orders etc. They are trying their best to catch up with emails and phone calls, and believe it or not their staff is a dedicated but small crew. Everyone truly does anything and everything and they don't have a dedicated team just to answer phone calls and emails. They know there are behind and are trying to do there best to get everyone taken care of.
Adams is great to work with, they have an amazing product and great customer service, it just so happens that alot of people are requesting all of this at once. While its a good problem to have and keep busy they are working hard to catch up.
As far as the comments about not wanting to touch a rifle and the buffer stuff. I do tech support as well and it is generally a goal to keep the rifle in the customers hands if it is a simple issue. If it needs to come back that's one thing but nobody likes being without their rifle when the problem could be trouble shot over the phone email or is part issue etc. With the buffers sometimes an H works in one but others is the standard, all tech support can go on is the symptoms given to us by the customer. So without knowing the full facts I don't think it's fair to say wrong advice may have been given, I'm not saying that was implied here but kind of how I read it. My perception may be wrong, if so I apologize.
Hang it here they will be catching up shortly and I know they appreciate your patience.
Thanks
Dave
Team Huldra Arms/Mills Fleet Farm
Your company offered to help me out when I was having problems contacting AA and here you are again.
2/15/2012 4:43:00 PM
Originally Posted By Dave-HuldraArms:
As far as the comments about not wanting to touch a rifle and the buffer stuff. I do tech support as well and it is generally a goal to keep the rifle in the customers hands if it is a simple issue. If it needs to come back that's one thing but nobody likes being without their rifle when the problem could be trouble shot over the phone email or is part issue etc. With the buffers sometimes an H works in one but others is the standard, all tech support can go on is the symptoms given to us by the customer. So without knowing the full facts I don't think it's fair to say wrong advice may have been given, I'm not saying that was implied here but kind of how I read it. My perception may be wrong, if so I apologize.
As far as the comments about not wanting to touch a rifle and the buffer stuff. I do tech support as well and it is generally a goal to keep the rifle in the customers hands if it is a simple issue. If it needs to come back that's one thing but nobody likes being without their rifle when the problem could be trouble shot over the phone email or is part issue etc. With the buffers sometimes an H works in one but others is the standard, all tech support can go on is the symptoms given to us by the customer. So without knowing the full facts I don't think it's fair to say wrong advice may have been given, I'm not saying that was implied here but kind of how I read it. My perception may be wrong, if so I apologize.
You guys really do seem helpful. That was my comment about not wanting to touch a rifle.
I honestly couldn't be more unhappy with my AA. Yeah it works right now, but that just means that in the future I'll have to have a dedicated lower sitting in the safe that my AA will work with. God forbid I put my AA uper on a lower with an H buffer and need it. I'll get one shot and I'll be screwed.
2/15/2012 5:30:17 PM
Originally Posted By Dave-HuldraArms:
Hi Guys,
Adams is our manufacturing partner and we work with them very close. Not trying to make excuses but right now they are super swamped. SHOT show was very good to them and they have alot going on, new rifles, new uppers, and got a ton of orders etc. They are trying their best to catch up with emails and phone calls, and believe it or not their staff is a dedicated but small crew. Everyone truly does anything and everything and they don't have a dedicated team just to answer phone calls and emails. They know there are behind and are trying to do there best to get everyone taken care of.
Hang it here they will be catching up shortly and I know they appreciate your patience.
Thanks
Dave
Team Huldra Arms/Mills Fleet Farm
Hi Guys,
Adams is our manufacturing partner and we work with them very close. Not trying to make excuses but right now they are super swamped. SHOT show was very good to them and they have alot going on, new rifles, new uppers, and got a ton of orders etc. They are trying their best to catch up with emails and phone calls, and believe it or not their staff is a dedicated but small crew. Everyone truly does anything and everything and they don't have a dedicated team just to answer phone calls and emails. They know there are behind and are trying to do there best to get everyone taken care of.
Hang it here they will be catching up shortly and I know they appreciate your patience.
Thanks
Dave
Team Huldra Arms/Mills Fleet Farm
Thanks for the response Dave, and while I can appreciate being busy and being behind it's still no excuse to offer poor service and poor customer service. If they are that busy hopefully some of their time and resources are being spent on expanding their staff to accommodate their increased demands and/or hiring a temp to wade through emails and calls and voicemails and address the ones that can be easily addressed. Being in the industry yourself I'm sure you're keenly aware that no matter how good your product is, if you can't support it and keep open communications with your customers you're bound to fail. Hopefully the upper will come eventually and it will work as well as advertised, but I certainly wouldn't be comfortable sending any more of my business their way.
2/16/2012 12:41:02 AM
I hear you guys, I'm not trying to make excuses for them either. I understand your comments and frustrations. I know they are trying to catch up both in contact and in having the staff structure in place. As buffers go I run an H buffer in my rifle with no issues. It could be an ammo thing too. Adams designed the system to work with the most common standard stuff, ie a collapsible stock and carbine buffer. I have seen alot of variables with lowers, out of spec, odd aftermarket parts causing binding, out of spec receiver extensions, tech support would be easier if we or Adams just sold complete rifles as we can't in many cases see exactly what lower is being used and how it was built.
If I can help out please let me know, I appreciate your feedback.
Take care,
Dave
Team Huldra Arms/Mills Fleet Farm
If I can help out please let me know, I appreciate your feedback.
Take care,
Dave
Team Huldra Arms/Mills Fleet Farm
2/16/2012 2:19:13 AM
I have been unimpressed with AA customer care also. Sent emails, left vmail, posted on the boards....No response at all. I purchased a new Evo Ultralight and the front gas block was canted and caused the piston to bind. I was able to move it, since the lightweight gasblocks are not pinned 
, but it still loosens up. They should at least dimple the barrels if they are going to use those tiny set screws. My buddy and one other forum member also had the exact same issue with theirs. Poor QC and poor response to customer calls/emails has put AA on my "Do Not Buy" list.
, but it still loosens up. They should at least dimple the barrels if they are going to use those tiny set screws. My buddy and one other forum member also had the exact same issue with theirs. Poor QC and poor response to customer calls/emails has put AA on my "Do Not Buy" list.2/17/2012 12:14:35 AM
They should be response within a day or two.
I got their kit back 2009. There is a fellow name "John".
He helped me in bolt cyclic issue. A great help.
I don't know whether he is still them. Unless, they change their staff.
Good luck.
I got their kit back 2009. There is a fellow name "John".
He helped me in bolt cyclic issue. A great help.
I don't know whether he is still them. Unless, they change their staff.
Good luck.
2/17/2012 12:16:26 AM
I recommend to get Ares piston. They rock!
2/17/2012 12:30:35 PM
We want great companies to grow and grow fast. As we've seen with MEGA, Adams Arms, Noveske, etc, companies can get overwhelmed at first but they find a way to keep up with demand. The plus side to fast growth is newer products, better products. We haven't seen any shortages of great products coming out from top tier companies which means better gear for the end user.
Nobody likes growing pains but the positive side is that they are growing and going in the right direction. Be a little patient and you will get a fine upper that will perform for years to come.
Nobody likes growing pains but the positive side is that they are growing and going in the right direction. Be a little patient and you will get a fine upper that will perform for years to come.
2/17/2012 6:52:34 PM
Originally Posted By RainierArms:
We want great companies to grow and grow fast. As we've seen with MEGA, Adams Arms, Noveske, etc, companies can get overwhelmed at first but they find a way to keep up with demand. The plus side to fast growth is newer products, better products. We haven't seen any shortages of great products coming out from top tier companies which means better gear for the end user.
Nobody likes growing pains but the positive side is that they are growing and going in the right direction. Be a little patient and you will get a fine upper that will perform for years to come.
We want great companies to grow and grow fast. As we've seen with MEGA, Adams Arms, Noveske, etc, companies can get overwhelmed at first but they find a way to keep up with demand. The plus side to fast growth is newer products, better products. We haven't seen any shortages of great products coming out from top tier companies which means better gear for the end user.
Nobody likes growing pains but the positive side is that they are growing and going in the right direction. Be a little patient and you will get a fine upper that will perform for years to come.
well said, i would rather wait on a quality company, i have had very good luck with AA and will continue to buy their products.
2/17/2012 7:00:14 PM
Sounds as if they need to get off there arses and hire someone to handle the phone!
They are VERY damn close to losing a $4k order from me,.....& Lord knows how many other orders!
Sounds like whomever is running the business needs to step up, answers some questions here.
They are VERY damn close to losing a $4k order from me,.....& Lord knows how many other orders!
Sounds like whomever is running the business needs to step up, answers some questions here.
2/17/2012 9:13:01 PM
I just like AA when they had John H there !! He knew me & my buddys by name and made me feel better even if he was late to get back to me. I never got my shirt from him.
2/23/2012 11:22:43 PM
Just an update, still haven't received what I ordered and still can't get through to anyone to cancel the order. Miserable experience.
2/24/2012 12:34:39 AM
I have 2 of their piston kits and I've spoke to them several times about minor issues I've ran into and they've been nothing but helpful. In fact I spoke to someone 3 days ago about trying put one together in 300 AAC. No hold time, no run around. So I don't know why you can't get through to someone who can help you.
2/25/2012 10:13:14 AM
I ordered my evo ultralite upper from western sports online, got it just after christmas 2011. The op rod came assembled without the spring or spring cup. So i emailed them and they promptly sent me a new one within an hour of the original email. It was very quick and painless. I've worked in manufacturing, at the price point they are trying to keep, it's hard to find quality assemblers at the salary you're willing to pay. So i understand, it's better than waiting 2-3 months for a spikes tactical upper. They made it right very promptly.
It seems they didn't have any of these customer service issues until shot show 2012. Now they are still back logged. Maybe if you do get a hold of them, you should cancel your order and order from western sports.
It seems they didn't have any of these customer service issues until shot show 2012. Now they are still back logged. Maybe if you do get a hold of them, you should cancel your order and order from western sports.
2/25/2012 10:49:53 AM
Originally Posted By gggplaya:
I ordered my evo ultralite upper from western sports online, got it just after christmas 2011. The op rod came assembled without the spring or spring cup. So i emailed them and they promptly sent me a new one within an hour of the original email. It was very quick and painless. I've worked in manufacturing, at the price point they are trying to keep, it's hard to find quality assemblers at the salary you're willing to pay. So i understand, it's better than waiting 2-3 months for a spikes tactical upper. They made it right very promptly.
It seems they didn't have any of these customer service issues until shot show 2012. Now they are still back logged. Maybe if you do get a hold of them, you should cancel your order and order from western sports.
I ordered my evo ultralite upper from western sports online, got it just after christmas 2011. The op rod came assembled without the spring or spring cup. So i emailed them and they promptly sent me a new one within an hour of the original email. It was very quick and painless. I've worked in manufacturing, at the price point they are trying to keep, it's hard to find quality assemblers at the salary you're willing to pay. So i understand, it's better than waiting 2-3 months for a spikes tactical upper. They made it right very promptly.
It seems they didn't have any of these customer service issues until shot show 2012. Now they are still back logged. Maybe if you do get a hold of them, you should cancel your order and order from western sports.
Oh I am definitely going to cancel if I can get through and I'm certainly not buying one of their products from another vendor.
2/25/2012 7:48:14 PM
You can cancel your order by contesting the Credit Card charge. Reason: no communication or product from company. This will stop the transaction.
I don't care how swamped you are, there is no valid reason to not send out some kind of communication to your customers. You can get a 12 year old to go through the emails and send out a blanket apology message to most. At least you have communicated something. One of the worst things you can do to your customers is to take their money and then ignore them. We all have been there, and it is not a comfortable feeling at all.
I have some Adams Arms product, but it was done on a group buy here on ARFCOM. I have never dealt with the company.
A friend of mine runs a large grocery chain in the Northeast. He is very successful. He once told me that one of his secrets was to always make the purchasing enjoyable for the customer. After all, you are giving him your hard earned money. This translates into having extra cashiers available so that no one ever is more than 2 people deep at the checkout. You can always find someone to help you in your aisle. Sure, his prices are probably higher that others, but he will have higher payrolls. His stores are swamped, too.
Strangely, he managed by the following quote: "Employees first, customers second." It must really work. Employees love to work there and are really happy in the store. Happy employees make happy customers. Happy customers make $$$.
What a concept. Communicate.
I don't care how swamped you are, there is no valid reason to not send out some kind of communication to your customers. You can get a 12 year old to go through the emails and send out a blanket apology message to most. At least you have communicated something. One of the worst things you can do to your customers is to take their money and then ignore them. We all have been there, and it is not a comfortable feeling at all.
I have some Adams Arms product, but it was done on a group buy here on ARFCOM. I have never dealt with the company.
A friend of mine runs a large grocery chain in the Northeast. He is very successful. He once told me that one of his secrets was to always make the purchasing enjoyable for the customer. After all, you are giving him your hard earned money. This translates into having extra cashiers available so that no one ever is more than 2 people deep at the checkout. You can always find someone to help you in your aisle. Sure, his prices are probably higher that others, but he will have higher payrolls. His stores are swamped, too.
Strangely, he managed by the following quote: "Employees first, customers second." It must really work. Employees love to work there and are really happy in the store. Happy employees make happy customers. Happy customers make $$$.
What a concept. Communicate.
2/26/2012 9:56:22 AM
Originally Posted By SR712:
I don't care how swamped you are, there is no valid reason to not send out some kind of communication to your customers. You can get a 12 year old to go through the emails and send out a blanket apology message to most. At least you have communicated something. One of the worst things you can do to your customers is to take their money and then ignore them. We all have been there, and it is not a comfortable feeling at all.
I don't care how swamped you are, there is no valid reason to not send out some kind of communication to your customers. You can get a 12 year old to go through the emails and send out a blanket apology message to most. At least you have communicated something. One of the worst things you can do to your customers is to take their money and then ignore them. We all have been there, and it is not a comfortable feeling at all.
Yep that's spot on. Quite honestly I'm more pissed off by the complete lack of communication than I am by the fact it's taking so long. A simple, "hey sorry, we're swamped, we'll send it ASAP and/or update you next week" would go miles towards satisfaction. Instead, I'm left with the distinct impression that they couldn't care less about individual customers as I imagine they're trying to fill dealer or industry orders.
2/28/2012 7:16:14 PM
Spot on about the customer service. Keep your employees happy and you will have happy customers. I work for your friend and enjoy everyday at work
3/10/2012 8:40:29 PM
I deal with them all of the time and I have never had a problem with them. I own 5 of there uppers and as soon as they make one in 300 Blackout i will own 6. If you still aren't getting anywhere call and ask for Jim or Mike. they will help you for sure. I know they got swamped from SHOT show and they genuinely care about their customers, besides they make the best piston system going. the Evo ultra light is my favorite. I wish them made it in an 11.5"
3/11/2012 11:52:07 AM
If they are so swamped with new orders etc.,it means they are obviously making more money. The solution : Hire more Americans to answer the phone, make coffee, ship and receive or
whatever. Don't companies realize what threads like this do to their reputation ? I'm sure there are some people out there that have had satisfied transactions but when negative things
are said about a company, whether it be Wall Street or a mom and pop operation, people take notice, including me, who look for another company or person to do business with.
I retired from a company whose philosophy was PSP–––– People, service, profit. The bottom line is, you have to make your customer feel satisfied with the transaction and that they are the
only customer that you have.
Like I tell my kids " I don't want to hear excuses, just don't do it again ". Same applies to a business !
whatever. Don't companies realize what threads like this do to their reputation ? I'm sure there are some people out there that have had satisfied transactions but when negative things
are said about a company, whether it be Wall Street or a mom and pop operation, people take notice, including me, who look for another company or person to do business with.
I retired from a company whose philosophy was PSP–––– People, service, profit. The bottom line is, you have to make your customer feel satisfied with the transaction and that they are the
only customer that you have.
Like I tell my kids " I don't want to hear excuses, just don't do it again ". Same applies to a business !
