Surprising Customer Service

[oldsgm]

Since most postings about companies and their customer service involve bad customer service, I thought I would relate information about a company did just the opposite.

Since retiring from the military, I build AR-15's for fun. I get parts from all over. A company I use regularly is: http://blackrifleworks.com/.

I was finishing up a stainless steel lightweight barrel build when I got a flash suppressor in from Black rifle works. It started on the barrel then jammed up and wouldn't go on any further. Since it was a $10 part with $6 shipping. I didn't see the economic sense in returning it but I wanted to let the company know what had happened.

Here is how I started it.

"I placed an order a few weeks ago for a a1 flash suppressor and some other
parts. Today when I got around to assembling the suppressor on a barrel it
only went on a few threads before it bound up. I then tried it on another
barrel and had the same problem. It appears that there was a problem with
the threading. In attempting to clean up the threads on the suppressor, I
botched up the threads even further, so this email is not about requesting
a replacement. You may want to take a look your suppressors and see if
there is a problem with the lot or if it was with this specific one. This
is the first time I have had a problem with parts ordered from you and
wanted to give you a heads up"

This is the response from the president of the company:

"Mark,

I am troubled by your situation and want to personally correct the problem
you have encountered.

I am having the guys go through all of our flash suppressors today and check
them to be sure this was an isolated event.

We want to send you another flash hider at no cost or offer you a full
refund (your choice).

We would also offer to fix your threads if you want to send in your barrel
at no charge and we will cover your freight charges.

Please let me know how we can fix this situation to satisfy you.

Once again I personally apologize for this situation and want to make it
right.

Respectfully,

Amy F.
President
Black Rifle Works Ltd."

Then I received a follow up email

"Mark,

I wanted to follow up with you to let you know our guys went through all of
our flash hider inventory on hand and found 1 more A1 flash hider with
shallow threads.

We appreciate your heads up on this issue and we have shipped you a
replacement flash hider and new crush washer.

Respectfully,

Amy F."

I received the new suppressor and washer within three days. I had ordered another one from Brownells over three weeks ago and have yet to receive it.

Good folks that stand behind their products. I would recommend them for those who are into building AR's and need a source of parts.

[Bad Water Bill]

I purchased a HI POINT carbine on Gunbroker a few weeks ago. Just a fun plinker. When the gun arrived the little tool for adjusting and dis assembly was missing.

A call to the Mfgr and I was asked this question. Are you still alive? I said definitely. Well then the gun is under guarantee and your parts will go out in todays mail.

The 2 tools arrived at my door in 2 days.

There are still some goof folks out there.

[41 mag fan]

Since most postings about companies and their customer service involve bad customer service, I thought I would relate information about a company did just the opposite.

Since retiring from the military, I build AR-15's for fun. I get parts from all over. A company I use regularly is: http://blackrifleworks.com/.

I was finishing up a stainless steel lightweight barrel build when I got a flash suppressor in from Black rifle works. It started on the barrel then jammed up and wouldn't go on any further. Since it was a $10 part with $6 shipping. I didn't see the economic sense in returning it but I wanted to let the company know what had happened.

Here is how I started it.

"I placed an order a few weeks ago for a a1 flash suppressor and some other
parts. Today when I got around to assembling the suppressor on a barrel it
only went on a few threads before it bound up. I then tried it on another
barrel and had the same problem. It appears that there was a problem with
the threading. In attempting to clean up the threads on the suppressor, I
botched up the threads even further, so this email is not about requesting
a replacement. You may want to take a look your suppressors and see if
there is a problem with the lot or if it was with this specific one. This
is the first time I have had a problem with parts ordered from you and
wanted to give you a heads up"

This is the response from the president of the company:

"Mark,

I am troubled by your situation and want to personally correct the problem
you have encountered.

I am having the guys go through all of our flash suppressors today and check
them to be sure this was an isolated event.

We want to send you another flash hider at no cost or offer you a full
refund (your choice).

We would also offer to fix your threads if you want to send in your barrel
at no charge and we will cover your freight charges.

Please let me know how we can fix this situation to satisfy you.

Once again I personally apologize for this situation and want to make it
right.

Respectfully,

Amy F.
President
Black Rifle Works Ltd."

Then I received a follow up email

"Mark,

I wanted to follow up with you to let you know our guys went through all of
our flash hider inventory on hand and found 1 more A1 flash hider with
shallow threads.

We appreciate your heads up on this issue and we have shipped you a
replacement flash hider and new crush washer.

Respectfully,

Amy F."

I received the new suppressor and washer within three days. I had ordered another one from Brownells over three weeks ago and have yet to receive it.

Good folks that stand behind their products. I would recommend them for those who are into building AR's and need a source of parts.

What they just did is bought a customers loyalty thru good business practices. What they also did is just got free advertisement thru a satisfied customer.

Which means a satisfied customer will recommend them, they will get more business due to their stand behind their product business practices, and make things correct practices.

It's nice to see a business that makes each customer their #1 priority. We need more business out there like that.