We always hear stories of customer service experiences, one of which sticks in my mind about a former member that admitted to doing some polishing while discussing with a Kimber CSR. Most of what gets communicated is negative it seems. Thought I would share a recent experience I had with a Henry rimfire rifle I purchased.
Back in 2018 right after Black Friday I was at my range and they had a Henry H003T 22 LR Pump marked down to $300. Retail on those is between $450 - $480-ish. I scooped it up right quick. Took it out to range and experienced a failure to feed on first round. Cleared that and it fired ok after that. Only shot a few rounds and put back in safe. One of the things I disliked about it was the stiffness of the pump action. Well, it got tucked in the back of my safe and with other firearms being purchased, it basically got forgotten. Took it out last year in October and had same FTF on first round. Took it back home and placed it in safe. After getting caught up on some other projects I thought I would take it down and do some polishing to see if I could loosen up the action some. Well.... upon disassembly, I found that two of the three pins that secure the barrel to the receiver were not installed correctly and a lot of metal shavings in the receiver. Holy [email protected]
!! the receiver area where the pins protrude looked to have some peen marks too. The gun looked to have never been disassembled but I called the LGS to see if the gun was new or used and they said as far as they knew it was nib but they had had it for quite some time.
So I did some research and found that Henry has a great warranty. Submitted a warranty request with a long narrative going in to great detail (including pics). Got the UPS label and shipped it off back in late January. Took a little over a month, but got it back and when I read the repair notes, all they did was polish the chamber and change out the breech bolt assembly (sounded a lot like what Kimber does a lot). No mention at all about inspecting the barrel to receiver fit. Took it down and sure enough, the pins were just as they were when I sent it in. Took some more detailed pics and sent to their Customer Service email, then followed up with a call. Spoke with a nice young lady and told her the whole story. She didn't even have to look at the email/pics, she said they would replace the rifle. Sent me a label to send the old rifle back and said they would be shipping out a new one asap. Later that day I got a call from another CSR who had looked at the email and pics. She showed them to the tech that worked on the rifle and he said he hadn't noticed that. She also checked and found the rifle was manufactured in 2014 so that was about 4 yrs before I purchased it. She also said she was having the new rifle thoroughly checked to be sure it functioned correctly before sending it to me.
Hopefully this will be the end of the story on that ordeal