Posted: 3/14/2008 5:13:46 AM EDT
| Sent my P3AT back for warranty just over six weeks ago. I called them yesterday, and they said it would take 8 or 9 weeks. They said they had no way of telling me where my pistol was in the process. They had no tracking number. Just wanted to let someone know. I would have been better off to take it to a local gunsmith. |
their customer service is top notch... don't worry about it |
| I've heard that. However, they should issue some kind of tracking number so that I know if it will be done today or in another month. In the past, some guys have just purchase a second gun - a backup for their backup. Now, they will probably still purchase a 2nd, but it might be called a Ruger. |
Exactly. I wasted time worrying, and in the end it was all good. I had to send back a Kel-Tec product (PLR-16) for warranty work (last Sept 07) and was surprised at how unstructured their process of tracking or lack of tracking customer service work was. I called a week before I sent it, and was told the same thing, 8-9 weeks. I called a week after I sent it to get an update, and again like you, I was told it's been recieved and in the schedule, "8-9 weeks total". I asked if I could be advised of the issue and was told a "gunsmith's report" will be shipped back with the repaired or replaced gun. 7 weeks (from the time it was recieved by them) it was delivered back to me. It was repaired (replaced bolt carrier, polished feed ramp) and there was a "gunsmith's report" on what was done, and the result. It took longer than I wanted, and seemed disorganized, but having it back in perfect working order was worth the wait. Good luck on the repair and your patience.... |
You'll be lucky if they actually replace that. My P-32 needs a replacement frame and barrel, and Kel-Tec hasn't replaced it in any of the three trips back. Here's a trick someone on the Kel-Tec mailing list figured-out to use to get Kel-Tec to replace his bad slide after two trips back where they didn't replace it. When he sent it back the third time he paid for the hard chrome upgrade. IIRC it was only $20 and well worth the money to keep from having to spend $40 to ship it back a fourth time. It's probably not too late to call them to do that so you know they'll actually replace the slide. The turnaround time actually doesn't bother me. It's such an expensive pain to ship a pistol back overnight that I care much more about having to spend the $40 on overnight shipping and a couple of hours off of work to drive to UPS to return it again. Doing it right the first time is much more important. Of course Kel-Tec doesn't do that, but it would be nice.z |
+1 |
+2 |
No of course not. That is too long, but have you had any communication with them as to why?? I would think they'd realize that's a bit too long as well. Email them, call them, and if necessary ask to speak to someone higher in the organization. Sometimes you have to make a little fuss to get the right help or answers.. |
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I did get an email this morning. I had asked them to narrow the return estimate down a bit. They had told me between one month and 8 or 9 weeks. He said it would be back to me 'very soon.' That could mean almost anything. The number one thing for me will be if it works when I get it back. Surely other manufacturers will step up with some more true pocket guns. This size is the only one that is truely concealable for me. Ruger looks good, but it is too early to tell if they will be reliable. |
| Still no gun. I sent another email and they replied 'it should be done in a week or so.' Now I'm concerned that they have lost my gun. Just wanted to make sure the people on this forum know that Kel-tec repairs can be two months or longer. How is Ruger customer service? |
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One day is what I expected. The slide was cracked. My guess is that takes just a few minutes to put a new slide on. Should I be concerned that they have actually lost my gun? Why would they take one day for you and more than two months for me? |
your expectations would be unreasonable for ANY company gun or otherwise. it takes to to recieve and process the recieved equipment, time to open and inspect and time to put in the que for service. the service time would be dependant on the number of people doing the service and the number in line ahead of you. while i agree they SHOULD be able to give a reasonable time frame they could be waiting on parts or any number of other things. |
My PF-9 has been at the factory since January. I called KT, and they really didn't seem to have an answer about when it would be back, or where it was in the service queue. They confirmed it had been received, and I was told it would be another 2-6 weeks. I got the impression that their service records aren't computerized, just logged in on paper when the gun gets there. From reading the KT boards, it seems this is pretty common--their repair service is very good, but their system for keeping track of a particular gun while there is a bit lacking. I've read where some people were told it would be a few more weeks, and the repaired gun was returned 2 days later. So I think you're just going to get a standard answer, since the people answering the phone or e-mail probably don't know exactly what the status of your gun is until it's ready for shipment back to you. While that's a bit frustrating, I'll reserve judgment until I see how effective the warranty work was. |
FL law prohibits them from keeping digital logs of guns that come in. It took 8 weeks in Cocoa to get my PF9 back. They sent me a practically brand new gun. Be patient, KT has a LOT of things going on right now so they are back logged a good bit. |
Interesting, I didn't know that about FL law. I'm not really bothered that it's taking awhile--it needs fixed, and I'd rather they do it right the first time. And I kind of knew what to expect, from reading some of the other threads about the process. But they really do need to change their attitude when someone calls or writes about their gun, IMHO. The whole "I don't know where your gun is, I don't know what's going on with it, and I don't know when it will be back to you" doesn't inspire a lot of confidence, and comes across as rude and unprofessional. Since for many customers that will be the only contact they have with the company, it won't leave a good impression. |
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I feel for you. here's my little run in with Kel-Tec my bad luck with Kel-Tec |
I know exactly what you mean. Their customer service reps don't have the best phone manners, but they service a LOT of guns (they are #3 handgun manufacturer in U.S) and they have to keep logs on paper and you are asking them to do something that is almost impossible. If they had to check the exact status of every gun that a customer called in about they would never get any work done. Patience is a virtue 
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| The last email I got asked me for my shipping date. They are trying to confirm that my pistol is actually there. I had assumed that it was lost or stolen since it has been gone for two months. However, that may be normal. If I have to buy a backup gun for my backup gun, it's certainly not going to be a kel-tec. |
Got mine back today, new frame to cure the walking ejector pin problem, and they also installed the new metal mag catch. I did read on the KTOG board that KT will now send confirmation e-mails for receipt and also return shipping if you include your e-mail address in the package. They're also supposed to be implementing new tracking features in order to be able to better update people on the status of the repairs. |
I disagree with your statement, I work in Manufacturing for a telecom equipment supplier. When our equipment comes back as an RMA (mostly overnight shipments) we are on it. Through quality control and then to the technicians to reproduce/confirm customer's complaint. Our policy is to have the product repaired and returned within 2 weeks. If we can't repair it is replaced with a refurbished or new unit depending on the customer's service contract (we're talking $40K+ pieces of equipment not a $250 firearm). We can usually have an answer to our customers the first or second day back. |
| Got another email from kel-tec this morning. They used the words '8 weeks or so' as if this was my first communication. I know that this kind of so-called customer service is common with almost any big company, but I don't have to like it. Eventually, there will be other pocket pistols to choose from. This has to be a huge market. Does anyone know of other companies (besides Ruger), bringing a concealable 380 to market? |
I would bet that's just the standard answer. Less than 2 weeks ago I was told it would be 4-6 more weeks, but I got the gun back yesterday. However, I agree that they should have better procedures in place for keeping customers informed. Repair work is going to take as long as it takes, and that's not too big a deal for me. But the "I don't know, nor do I care" attitude you get from their reps is irritating. |
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If KT would simply charge $50 more for each pistol, then use the money to upgrade the quality/strength/durability of the parts they use, ensure the guns function properly when they leave the factory, they could cut down on 80% of the returns and start repairing their seriously damaged reputation. And shut up people like me from posting that I've had 4 of them and 3 didn't work right. Personally, I'd have a hard time trusting a carry gun that had problems like springs breaking, pins walking out, slides cracking, and had to be returned to the factory. Maybe as a BUG, but never as the sole gun I carried. YMMV or course, it's your life, not mine. |
| Well, before I noticed the slide was cracked, it did function flawlessly through two mags. That is not a big test, but I was happy. The problem with a lot of us is the P3AT is our only carry gun because most others are not really concealable. My Glock 19 has never jammed through hundreds of rounds, but unless I'm wearing a winter coat, it's way too big. |
No offense, but the G19 is a very easy gun to conceal. It's not going to disappear in your jeans pocket, but with a good IWB holster, a quality belt, and some clothes that fit just a bit loosely, it conceals wonderfully. I can conceal my G17 wearing shorts and a t-shirt, the 19 is even easier but it doesn't fit my hand as well. Check out this vid. The guy is using a 26, but demonstrates the effect the different length mags have on concealability. www.youtube.com/watch?v=xDIwOcK6eME |
I agree as well. I bought a used Sub2000 that would not feed correctly, mailed it back to them and they fixed it no problem. It did take a while, between 6-8 weeks seems like but I knew it would take a while. |
different industry and i am betting you work for a much bigger company than keltec. it's not as easy to replace a handgun as it is router. |
I watched the video. I rarely wear a shirt like that. And, again if you are careful and wear baggy clothes, you can carry just about anything. I'm in all kinds of situations, usually with anti-gunners. If they see my gun or the outline of my gun, they will assume I am there to kill them. I know it's wierd. Last night an empty 9mm shell casing dropped out of my pant leg and rolled across the floor. (I'd been to the range earlier.) A woman friend picked it up and said what's this? I'll know later if that is going to cause a problem for me. |
Sure it's a different industry, but it doesn't matter you stated "ANY company". I doubt we are bigger, 11 of us in the Manufacturing division, probably about 6-8 in the customer service department. We manufacturer equipment a lot more complicated than a router, try multi-port OC192 systems. |
and most electronics are shipped out when recieved and the defective unit serviced as time allows. you don't replace a gun when a new one comes in it gets repaired and the SAME returned to the customer. you guys also don't have a federal agency reviewing EVERYthing that comes and goes from your shop. |
Not so for us, we don't have the money to just ship a replacement $50k-$100k board. We try our best to repair and return the product within 2 weeks. 30 days is the absolute maximum. If we reach 30 days then we ship an existing refurbished or new product. So it is in our best interest, i.e. continued employment, to repair as much as possible. We support over 200+ customers too across North/South America. We do have a Federal agency to worry about, its called the FCC. We also must meet and maintain our ISO9000, UL, and CSA requirements in order to continue to use those markings on our product. The point is it can be done, maybe Kel-Tec needs more people on returns or maybe they need to address and fix the same old problems they keep seeing. You know, improve the product. BTW I own a P3AT so I'm not against the company. |
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Just got my P3AT back today. The Work Order showed that it was logged in 1/31/08, so that shows you that turnaround time is right at two months. They replaced the slide. The W/O says they also polished the feed ramp and serviced the hammer and spring. I'll try to test fire it soon. Just noticed something weird. There is a pin at the upper rear of the frame, I assume a through-pin of some sort, that is sticking out the left side. Any idea why that is sticking out the left side? It was flush when I sent the gun back. |