Backstory

I bought a brand new DWX Compact a week or so ago and took it out Sunday for my first shots with it. Plan was to put 300 trouble free rounds through it so it can join the carry rotation. Somewhere between rounds 200-300 I noticed the right grip was loose and upon closer examination the grip screw head had gone missing.
Attached File


I got home and tried to get it out using an allen wrench and there just wasn’t enough head left to extract the screw. I was able to lift the grip off and the proceeded to unscrew the remaining shaft of the screw, which came out with no problem.
Attached File


So today I call DW and talk to Austin. He says no problem, fill out the warranty form online, I won’t have to send anything in and they will send the screws to me. Sounds easy enough right…..wrong.

After filling out the warranty form I get an email from Christian saying he has created a FedEx label and I should be receiving it shortly. I emailed him back explaining that I don’t really need to send the gun in, and I just need a couple of grip screws sent to me.
He responds that the gunsmith says I need to send the gun in. Sorry for the inconvenience. I emailed him back explaining yet again there’s no problem with the gun. I just need a couple of screws and he gets back to me and says well. FedEx us the screws with the label I provided and we will swap them out for new screws….and then he adds this little gem.

Direct quote- “I did want to let you know so you are aware that if there’s any damage on the frame we CANNOT cover it under warranty and it would be a PAID firearm replacement.”

ABSOLUTELY ASININE!!!!

So just be warned, if you need new grip screws because they failed on the very first outing with the gun and you don’t want to send the entire gun in for a simple screw. Your warranty may be in jeopardy.

That's retarded ass customer service relationship that they are giving you.

There’s a huge hullabaloo over on facefuck in one of the CZ owner groups over the shitty, lack of customer service from CZ/Dan Wesson. It doesn’t look good for them.

I own several CZ’s and a DWX, happy with them. I hope CZ, Dan Wesson, Colt whoever the heck is in charge of things can rectify the problem. There seems to be too many complaints for there not to be a problem.

That makes me sad.

I still want a DWX.

Not a great CZ/Wesson warranty story, but the same thing happened to my Vigil when I first bought it a few years ago.   Didn't even consider a warranty claim, just bought new screws for like 6 bucks I think been awhile.

Weird.  They have always had excellent CS....before the Colt buyout

I would buy it again, It’s still my favorite pistol and I’ve got some nice ones. Although there are exceptions I hear, it’s pretty hard to find any gun manufacturer worth a damn at customer service these days it seems.

I really like this DWX compact, but with their severe lack of customer service over something as simple as two grip screws I would be a bit reluctant to spend any more money with them. What am I in for on a more serious issue as far as customer service goes? They don’t even seem to be able to get the simple ones right.

Looks like they broached the hex too deep, causing a thin web of material where the shaft meets the head. I've seen that before on other screws, where the head just pops off.

I know some guys prefer slotted screws on their 1911 grips vs the hex or torx, as that eliminates the possibility of this issue.

Sounds pretty dumb on DWs part to pay for shipping both ways for this minor issue. I'd be tempted to just send it in and say f**k-it, since it's their nickel.

They probably are just covering their butts that you didn't mess up the frame (like cross threading the screws) and that's what caused them to snap. I'm sure they've had their share of "I was just shooting normally when...." and it turns out to be a user error or something the customer messed up.

The only way I was able to get my vigil to run properly was to use sig 1911 mags and wilson springs. Those two things really helped with the failure to go into battery issue

It got sent back to them after my first 600 rounds and the issue wasn't fixed.

One of the factory mags wouldn't fall free and was clearly out of spec because when inserted you can feel it drag, i emailed them and never heard back

I like the vigil but its not dependable.

Every CZ i own has been 100% rock solid. My sample size of 1 with DW is “meh”. Beautiful gun. Craftsmanship is amazing. Just cant get it to work like it should.

Rule #1 of 1911 ownership: toss the factory mags and get Wilson mags or CMC Powermags.  

Also, CZ SUCKS at springs, they have at least gotten better though, no more super undersprung guns breaking slide stops a few hundred rounds in.

I've had good luck personally with CZ CS, had an issue with my 75B SA and they sent me the pins needed no problem, this was pre-DW though.

Placed an order on CZ-USA on March 19, 2024… it’s showing that the order is “staging”. Anyone know what the heck that means?

Doubling down on the CZ-USA goodness... they've been sitting on my order (a DWX trigger) for over 2 weeks... called customer service and the guy was just like "they'll get it shipped at some point".

Same. I ordered on 3/19.

Still hasn’t shipped.

Attached File

Their warehouse didn't have power today... and the CS rep didn't seem confident it would go out on Friday... maybe next week :/

Jeez.

I just got a receipt for $27.04 from CZ-USA for an order placed on 3/19/24 (the day I placed my order with them).

$27.04 seems low for cost + (Mizzou sales 4.23%) tax on a mag that costs $26.51.

No changes/charges for mine yet :/

Sad to see.  I had to use CZ CS once and it was phenomenal.

I bought a CZ 527 Varmint in 223 Rem and it was supposed to have a 1-9" twist, but came with a barrel marked 1-12.  Didn't notice until I got the gun home from the FFL that it had the wrong twist.  Obviously the place I bought the gun from (Buds) told me to go pound sand.  I called CZ and gave them the serial and the guy over the phone confirmed it should be a 1-9" twist rifle.  He had me sent him a picture of the barrel, then he sent me a shipping label and I sent the gun in.  Didn't hear from them for a couple weeks and then they sent me an email saying they were sending me a brand new 527 Varmint with the correct barrel and they duplicated the serial number so I wouldn't need to do another transfer.

Also know of a guy who sent in a CZ 75B to get repaired and CZ wanted to replace the gun instead.  They didn't have any of the exact model he sent in so they gave him a few guns to choose from - one being a CZ 75 stainless and they sent him that.  He said they also sent him a few extra mags to make up for him needing to pay to have it transferred again since it had a new serial number.

Seems like they've gone downhill since Colt bought them, though.

They bought colt...

Yep, typo by me.  I guess the appropriate response would be since Colt's leadership allegedly took over US operations.

Called and was able to speak to CZ-USA CS today…

It’s taking a while to ship orders from CZ-USA because (per the CZ gentleman I spoke to) all of CZ-USA has exactly 1 person in the warehouse with a backlog of OVER 1,000 orders.

That is said to hear.  My experience from about 10 years ago-

CBOB #1- grip screw stripped in frame while I was shooting it.  Called and they sent me a tag and I sent it back.  Pistol was returned with a properly repaired frame and grip screw.

CBOB #2- Hammer spur cracked off while I was shooting it.   I called and they sent me a replacement hammer.  After installation, everything worked great.

I have had zero issues with my Valor.

I got a similar response today from an email I sent a week ago... not impressed.

Damn, it sure has gone downhill.  It seems like most of their good experienced help is leaving and they are having trouble backfilling them.

I broke a P10 striker back in 2021? and it was a breeze.  Had me a fresh part sent out immediately with a very painless phone call.

I just had a $27.04 charge from CZ-USA clear my account (and a receipt email). If all they send me is 1 mag, I’m gonna be pretty livid.

Good news! I just got a package from CZ-USA!

Bad News! It was NOT MY order. I got a single blue baseplate. Packing slip says someone else’s name, package says my name.

Thanks, CZ!

Attached File

Ooof.

The guy whose stuff I got received something of mine. We shipped each other the part we ordered. Tomorrow I try to replace the trigger.

Also, CZ-USA shipped 3 of my mags (without telling me they’ve shipped), and I’ve missed 2 delivery attempts. I’ve told FedEx I want them to go to the local Walgreens… let’s see if that happens or not.

Still waiting on the larger capacity mags to ship.



Oh, and since they split it into 3 orders, I have paid shipping 3 times (4 if you count the favor I did for the guy who got my stuff).

Multiple shipping charges are 100% BS and worthy of a chargeback.

Yay! Got my mags at Walgreens (as one should). Just waiting on the 2 extended mags now!