Author Topic: Ilion found my receiver!! (Read 2513 times)

cajun · « **on:** September 04, 2008, 04:40:46 AM »

I sent my receiver in to Ilion for a new barrel. When I read about all the problems everyone was having, I contacted customer service to discuss the issues with them and decided to cancel my order. I received my personal check back via mail a few days later and was told that I should be getting the receiver shortly. Well, that was over three weeks ago and no receiver yet. I contacted Ilion and a couple days later received an email asking if I got the receiver yet. I replied that I had not. The CS guy said he would investigate and get back to me. I have emailed him twice since then and he still has not answered me. Now, what do I do???

I finally received this from Ilion today: "we still have it and to be honest I do not know why at this point but I am going to find out for you.

I will find out today!

Thank you,
Pete "

I will keep you posted on what happens next.

sonof_perdition · « **Reply #1 on:** September 04, 2008, 06:41:11 AM »

I would become the biggest, nicest thorn in their side by calling everyone and their boss. I would make it a game.

Spanky · « **Reply #2 on:** September 04, 2008, 06:56:17 AM »

Here's another one!!

I highly doubt that your receiver is "lost".
I don't think Remington is in the habit of "losing" customer's frames.

When it turns up maybe you can change the post to "Ilion found my frame"!!

Wouldn't want anyone to think you were jumping on the bandwagon and trying to give Ilion a bad rap or anything.

Good Luck!

Spanky

cajun · « **Reply #3 on:** September 04, 2008, 07:13:12 AM »

Hey Spanky:

What do you mean: "Here's another one!!"

I was simply stating what has been my experience in dealing with Ilion.

If the CS guy with H&R/Remington tells me it's "lost", who am I to doubt him. And now, I've sent him two emails and he won't answer me. I understand you are probably a very patient, understanding fella but you are not the one who is getting jerked around here. Some of the guys with complaints here have been dealing with issues for quite a long time.

And yes, if and when my receiver turns up, I have no problem changing my post.

Swampman · « **Reply #4 on:** September 04, 2008, 07:16:32 AM »

How do you know it wasn't lost by the shipper?

Spanky · « **Reply #5 on:** September 04, 2008, 07:22:12 AM »

Quote from: cajun on September 04, 2008, 07:13:12 AM

What do you mean: "Here's another one!!"

I meant another post about problems with "poor CS at Ilion".
I'm sure it's a pain in the a$$ not knowing the whereabouts of your frame.
Maybe it's misplaced in the mail.
Hopefully it will turn up soon.

Spanky

cajun · « **Reply #6 on:** September 04, 2008, 08:06:06 AM »

I never said who lost it or where it was lost. I asked the CS guy in Ilion to provide details on shipping and maybe a tracking number and he has never responded. That's the part that bothers me more than anything else.

Swampman · « **Reply #7 on:** September 04, 2008, 08:18:18 AM »

"Ilion lost my receiver!!"

"I never said who lost it"

Am I missing something?

Singleshotsam · « **Reply #8 on:** September 04, 2008, 08:39:21 AM »

Is it just me are are Spanky and Swampman just a bit to fast to jump on the lets not have any legitimate gripes about NEF bandwagon? I love their product... But i'm not beyond pointing out their weaknesses either... Why can't ppl have any legitimate gripes about poor CS in this case?... Its not like the CS guy @ Ilion can't be courteous enough to call him back and say, i'm sorry sir, but we can't seem to locate your reciever at this time, or rest assured we are still checking into this matter... or just call him for that matter.

I work at an International dealership as a service advisor and if a customer isn't happy w/ our work the first thing we do is talk to them about the problem and find out what it will take to make them happy... usually its not a big deal and they are just happy that we take the time to make them feel like they matter...

LONGTOM · « **Reply #9 on:** September 04, 2008, 08:52:35 AM »

Singleshotsam:

I agree,the part about-

( but why can't ppl have any legitimate gripes about poor CS in this case... Its not like the CS guy @ Ilion can't be courteous enough to call him back and say, i'm sorry sir, but we can't seem to locate your reciever at this time, or rest assured we are still checking into this matter... or just call him for that matter. )

See my post in TOMMOROW WILL BE JUDGEMENT DAY

I too asked the same question.

LONGTOM

quickdtoo · « **Reply #10 on:** September 04, 2008, 08:59:20 AM »

Quote from: cajun on September 04, 2008, 08:06:06 AM

I never said who lost it or where it was lost. I asked the CS guy in Ilion to provide details on shipping and maybe a tracking number and he has never responded. That's the part that bothers me more than anything else.

NO ONE said it was lost but you! You're jumping to the conclusion it's lost because they haven't got back to you. It may have been missent by UPS, there are a lot of things that could have happened besides it being "lost" by CS, it may even have been sent to Gardner with a batch of other firearms which will delay it a bunch. I'd call their toll free number and get a tracking number or an explanation.

Tim

Quote from: cajun on September 04, 2008, 04:40:46 AM

I sent my receiver in to Ilion for a new barrel. When I read about all the problems everyone was having, I contacted customer service to discuss the issues with them and decided to cancel my order. I received my personal check back via mail a few days later and was told that I should be getting the receiver shortly. Well, that was over three weeks ago and no receiver yet. I contacted Ilion and a couple days later received an email asking if I got the receiver yet. I replied that I had not. The CS guy said he would investigate and get back to me. I have emailed him twice since then and he still has not answered me. Now, what do I do???

stimpylu32 · « **Reply #11 on:** September 04, 2008, 09:02:22 AM »

I quite often have to deal with people were there is $1,000,000,000 or more on the line and when I tell them that the cost will be another $200,000 they tend to trust me , WHY ? Because I RETURN phone calls and E-mails to keep them in the loop with THEIR property .

Granted the numbers may be diffrent , Yet the principal is the same , Let the customer know he is important and he deserves your respect or he WILL be buying someone elses product real soon .

Richard

Singleshotsam · « **Reply #12 on:** September 04, 2008, 09:04:31 AM »

I can agree w/ that to an extent Quick, but there needs to come a point where the CS that is handling the matter needs to put a post it note on his p.c. that says "check on lost reciever complaint and call cajun back" In this matter I feel that a 1 min. phone conversation w/ the customer could make all the difference in the world in how cajun feels... 3 weeks is a long time I feel...

Sam

LONGTOM · « **Reply #13 on:** September 04, 2008, 09:11:57 AM »

Although CANJUN didn't say it in his first post he did in his second one.

( If the CS guy with H&R/Remington tells me it's "lost", who am I to doubt him )

From this I would think that the CS guy said it.

LONGTOM

petemi · « **Reply #14 on:** September 04, 2008, 09:25:09 AM »

I wouldn't be overly panicy at this point. If Ilion in fact lost it, I'm sure they'll make good on it. If UPS lost it, it might be another matter. Granted good CS would keep you informed, and that is how it should be. Their whole set-up is probably a mess right now, with training new people, sorting out stuff, etc. That's why I haven't ordered anything new from the factory. I'm just waiting till things settle down. A long hand in patience is probably what's needed now. $:-\$

cajun · « **Reply #15 on:** September 04, 2008, 11:50:10 AM »

The CS guy told me it was lost. I have sent him three emails asking for an explanation or tracking number and he has not answered me. Just tell me what's going on....I may not like it but at the very least be honest with me so that I can know what is going on.

quickdtoo · « **Reply #16 on:** September 04, 2008, 11:55:28 AM »

Lost by them or UPS? Call them, toll free (866) 776-9292!! They just fitted a used barrel and did a trigger job for Swampman that he sent in on Aug 19th, FREE, got it back today, they CAN do good work, just give em a chance to make it right.

Tim

cajun · « **Reply #17 on:** September 05, 2008, 05:01:18 AM »

That is the problem. I'm not sure who lost/misplaced it and can't get anyone to tell me. I tried calling the toll free number and got a recording that due to the high volume of calls that I would need to call back at another time...was not given the option of holding. I have sent four emails to them via their customer help site and no response. I don't doubt that they can do good work and may make it right but their response to customer inquiries definitely leaves a lot to be desired.

Oh well, all I can do is keep trying.

Tallwalker · « **Reply #18 on:** September 05, 2008, 05:44:31 AM »

The problems involved with moving a complete manufacturing facility are immense! I worked for a manufaturing company that had over 60,000 fixtures, and gages, hundreds of machines, parts inventory, tool crib inventory, etc., etc. Machines don't move like end tables, tooling needs to be reconditioned, people trained, etc. I am not sympathetic to companies that don't respond in a positive way to customers, but to be perfectly honest, I think sending personal guns to a company in the middle of a move like this is asking a lot, and probably is asking for problems. That Remington didn't just shut down all customer service during this transition is a credit to their effort.

Mike Britton · « **Reply #19 on:** September 05, 2008, 02:34:35 PM »

Quote from: Tallwalker on September 05, 2008, 05:44:31 AM

The problems involved with moving a complete manufacturing facility are immense! I worked for a manufaturing company that had over 60,000 fixtures, and gages, hundreds of machines, parts inventory, tool crib inventory, etc., etc. Machines don't move like end tables, tooling needs to be reconditioned, people trained, etc. I am not sympathetic to companies that don't respond in a positive way to customers, but to be perfectly honest, I think sending personal guns to a company in the middle of a move like this is asking a lot, and probably is asking for problems. That Remington didn't just shut down all customer service during this transition is a credit to their effort.

What it sounds like here is a CS guy that is shooting as fast as he can and the indians keep on coming.
If they only have one CS guy,or worse still, if it's a situation where whoever is walking by the phone when it rings becomes the CS guy it may take some diligence on cajun's part to keep the ball in play. You may not think it's right, but if you want something done, sometimes you have to be the one that does it.
When I worked for Deere, there was no one to chase problems in the warehouse. The CS girl in the office couldn't go out and look, she was too busy answering the phone. I did the inventory, so the brass decided I had enough time on my hands to help Vicky.
She would send me out to figure out where the customer's parts were.
All of a sudden she started getting less pi$%ed off people on the phone, and everybody started sending those " What the hell is going on down there" calls to her. I hated it, it almost always ended up being the fault of some employee that didn't care. But more than once, we would get an "atta boy" from some guy on the phone because a least now he had an answer. If she didn't call him back, she'd give me the number and I would. We tried to get an answer as soon as we could, it was never soon enough.
Somewhere in big green is a Vicky and Mike. All you have to do is find them and get them on your problem. Keep calling, every day.

Jimbo47 · « **Reply #20 on:** September 05, 2008, 03:59:59 PM »

I can understand both sides of the problem, but posting a complaint here isn't going to get your receiver back any sooner.

It's not that others don't care that you've had a bad CS experience, but most realize it's because of the move, and it will take some time to get things running smooth and the problems ironed out.

Continue to bug them, by calling everyday, and I wouldn't post until you've gotten this problem resolved one way or another.

jjas · « **Reply #21 on:** September 05, 2008, 05:17:51 PM »

Quote

The problems involved with moving a complete manufacturing facility are immense! I worked for a manufaturing company that had over 60,000 fixtures, and gages, hundreds of machines, parts inventory, tool crib inventory, etc., etc. Machines don't move like end tables, tooling needs to be reconditioned, people trained, etc. I am not sympathetic to companies that don't respond in a positive way to customers, but to be perfectly honest, I think sending personal guns to a company in the middle of a move like this is asking a lot, and probably is asking for problems. That Remington didn't just shut down all customer service during this transition is a credit to their effort.

I've been reading these quotes for the last few weeks and have to agree with the above quote. Sending in barrels to a company in the middle of a major move and then expecting any semblance of "normal" customer service is unrealistic.

It's like going into a Walmart on Christmas eve @ 6:00 pm and then complaining because the lines are long. What did you expect?

I still contend that the barrel accessory program can't be a huge money maker for Remington and quite frankly people calling everyday and complaining (while understandable to a point) wouldn't make me (if I were running Remington) want to continue to offer the service. It would be a dead deal and I would just sell Handi's. There would be NO new barrels (unless or until) they could be sold like encore barrels (no fitting required).

Jim

cajun · « **Reply #22 on:** September 08, 2008, 04:04:15 AM »

See my initial post...

Thanks,

cajun

Swampman · « **Reply #23 on:** September 08, 2008, 04:52:21 AM »

Why don't you just have them fit a new barrel to it while it's there?

cajun · « **Reply #24 on:** September 08, 2008, 04:57:06 AM »

Because I want my receiver back in time to hunt with it this season and just don't have much confidence in Ilion just yet. Now if I could make a sweet deal where everything would be done at no cost..........

Also, I purchased a new H&R in 444 Marlin and don't need the new barrel.

cajun

quickdtoo · « **Reply #25 on:** September 08, 2008, 04:59:18 AM »

Sounds like you have all your ducks in a row, now if Ilion will consistently, everyone will be happy!!

Tim

BBF · « **Reply #26 on:** September 08, 2008, 05:09:10 AM »

Hey Mike: Some of my "Skin" friends would not look favorably at your post about '"the indians keep coming"

Jimbo47 · « **Reply #27 on:** September 08, 2008, 09:13:42 AM »

Quote from: cajun on September 08, 2008, 04:57:06 AM

Because I want my receiver back in time to hunt with it this season and just don't have much confidence in Ilion just yet. Now if I could make a sweet deal where everything would be done at no cost..........

Also, I purchased a new H&R in 444 Marlin and don't need the new barrel.

cajun

You obviously have the upper hand now to deal with them, since the receiver showed up in their possession!

I would ask in the nicest of ways if they can make it right, by making you a deal on a new barrel that you can't refuse.

Tell them your concerns, and that you wanted the barrel for the opening of the season, and if they can garantee that you will get it under your terms, then it would make your trouble worth while.

We can all benefit from this, and it would be an indicator as to how Remington's customer service will be regarding the handling of future orders for the new barrels.

Let us know!

Spanky · « **Reply #28 on:** September 08, 2008, 11:31:08 AM »

That's great news Cajun!!
Hopefully they are getting things straightened out at Ilion.

Thanks for letting us know the good news.

Spanky

LONGTOM · « **Reply #29 on:** September 08, 2008, 03:58:44 PM »

Glad to hear things are starting to look up for you.
Keep us postef on the finial out come.

LONGTOM