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Old 03-13-2015, 12:17 PM   #1
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kimber customer service?

does kimber have an email? Or only a phone number? I may have an issue with my new ultra and I need to send pics.
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Old 03-13-2015, 01:20 PM   #2
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Kimber doesn't have email only the telephone.

Customer Service
Toll-Free: (888) 243-4522
Hours: MF, 9 a.m.7 p.m. Eastern
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Old 03-13-2015, 10:37 PM   #3
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thanks Ill call them on monday
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Old 03-14-2015, 12:29 AM   #4
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I like the fact that somebody with real blood in their veins is willing to talk to you.
I don't like email when I need help!
Good for Kimber.
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Old 03-14-2015, 08:35 AM   #5
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I usually do to, but sometimes seeing a picture is easier than trying to explain what you see over the phone.
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Old 03-14-2015, 09:00 AM   #6
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After speaking with Kimber CS they will email you the RMA number and shipping label. The email will come from the CS rep that you speak with on the phone, at least that was my experience. He and I exchanged emails a few times during the process. Just don't expect immediate reply to emails, as their focus is phone support.

I typed up a short memo explaining the issues that needed to be addressed. I also referenced the RMA# and Model + Serial# of the gun.
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Old 03-16-2015, 10:23 PM   #7
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Hey Roy,

Please keep us up to date on how your issue progresses with Kimber's Customer Service group. I know I have read very few unsatisfactory reports with regard to customer service. Most situations end with the customer being satisfied beyond their expectations. The end result is usually a firearm that functions properly and reliably.

Looking forward to hearing about how your experience is progressing.
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Old 03-21-2015, 10:05 PM   #8
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My experience with CS has been MIXED to say the least. My issues have been
expressing my problems encounter with the SOLO. Its been back to them
once, and I've tried to get them to take it back two other times to no avail.
The CS rep has used term like "that's normal", or "do this to compensate"
"it was made that way", yet the problems continued.
After the last time to the range, after they repaired it, there was no
performance change. Yes they did fix the front sight that was floppin around.
And they did fix the right side safety that was floppin around.
So there it sits, cleaned, in its original box, with a bag of accessories on top
of it. It will never go to the range again, nor out of the box, nor to the hands
of an unsuspecting person. I have stopped the sale of two SOLOS to day.
One at the LGS and one at a gun show. I did steer the persons to buy
another type at the same booth and store.
Funny, I have a Ultra Carry 2, that is absolutely GREAT !
The SOLO..............is a BOLO ! And I'm not a new guy to all this.
I'd sign on to a class action suite anytime.
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Old 03-26-2015, 11:55 PM   #9
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All of the phone contacts I have had with Kimber are positive. When you call in and speak to a rep. they will give you there e-mail and they will stay in contact with you, till the issue is resolved. Kimber does not have a central e-mail that I know of.
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Old 03-27-2015, 12:03 PM   #10
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I believe that there is one major flaw in Kimber's customer service business model.

The customer service reps are located in Kalispell, Montana.

The gunsmiths are located in Yonkers, New York.

The primary means of communication between the two groups appears to be via computer (e-mail?, custom application?).

A Customer Service rep can't walk out into the shop and speak with the smith who is actually working on, and testing, your gun. There is never any face-to-face contact between them. Whatever supplemental information a Kimber owner has provided to CS might, or might not, have been passed on to the person who is actually repairing the gun.

What would we think if Kimber were to do what computer and computer peripheral manufacturers have done and move their CS Department to the Phillipines, India or Costa Rica? Why is it okay to have a customer service facility located more than 2,000 miles from the place where the products are manufactured, and where they are repaired. It seems odd to me, and I first noticed this when my Kimber was sent back for repairs. Some of the promises made by CS were not honored by the shop, and when I inquired, the sparse communication between the two divisions of Kimber America became evident.

BTW, I am not offering this as a criticism of Kimber, but only as an observation.



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