Customer Service

[T0RMENT]

In general, what do you all expect when it comes to customer service?

Here's my take on it based on my experience with Kahr...so far.

I've said it before, and here it goes again. There are so many things that a company can have difficulty controlling because they contract this or that out or sub it out. I mean Kahr can't control the materials like the metal supplies they use or the polymers they use. This is provided to them by a contract supplier. Kahr uses the materials to manufacture the pistol or the end product. We can go on and on about all the things that Kahr can't control, but they can absolutely control customer service and my initial impressions of their customer service is poor. This could change, but hasn't in the last 3 days.

Naturally, for all those that have no problems with their Kahr and are as happy as can be, the eye rolling begins. It's like this with any product or service. If you got a good one and have a history of getting good products or services from some company, you personally are happy and think those bitching or complaining are out of their minds. Right? I mean hardly anybody goes on a forum like this and posts all the good customer service they received. Unfortunately, most people only post their negative experiences. I get that.

But when you actually have a legitimate issue with a company, whether it be Kahr or a restaurant or the a Chevy dealership you just bought your truck from, you want to be heard and responded to in a fair way as a paying customer of that product or service.

My issue? Not a big deal really. Or is it? I have a broken follower on a six round magazine for my CM9. Grand scheme of things, small potatoes. Until I realize this is a HUGE issue for many Kahr owners. Any time you can go to google and do a search for "kahr broken follower" and get 10+ pages of people discussing the issue, there might be a real problem that the company needs to address in manufacturing or quality control.

So moving on, no big deal. I'll call Kahr and let them know my issue as a customer and hopefully I can get a replacement sent out to me. Well after about 5 hours through 3 separate days of calling and no one answers I'm fed up. So, screw it, I'll leave a voice mail. That doesn't work either for the last 2 days. Voicemail box is full so you can't even leave a message. So, you get nobody in person to talk to about your issue, you have no way to leave a voicemail for them to check later. Hmmm, I got it. I'll call a different department and let them know. I call web sales department and explain nicely to the guy who answers and he doesn't give one bit and asks, "what do you want me to do? I'm not in technical support, I'm web sales?" Well, could you get this information to somebody that can help me? He replies, "sure" and hangs up on me. Two days ago and no call back. Poor customer service at it's finest!

So, I wondered what the Better Business Bureau has on Kahr. Ta-da!

http://www.bbb.org/central-western-massachusetts/business-reviews/manufacturers-and-producers/kahr-arms-auto-ordnance-factory-in-worcester-ma-209283

Interesting.

I'm not saying the problem won't be fixed to my satisfaction, but at least initially, my thoughts are that Kahr really needs to look into improving their customer support. The sad thing is, I really like the gun itself and the 7 round magazine has held up well so far. So, I don't quite want to give up on Kahr, but wow.

[wyntrout]

Well... you could take a lot less time and use email. Telephone answering and getting the pertinent info jotted down while someone is trying to get "personal" service... from someone unlucky enough to have answered the phone, is intensive and takes the poor guy/gal's time away from whatever job that was interrupted.

Send an email with a statement of the problem, documenting photo(s) and all of the pertinent information... owner name, pistol and serial number, etc. Then the problem is documented, can be printed out, or forwarded to the PROPER department. I've had great results with this, and always use email instead of attempting phonecalls and having to hold or play phone tag.

There's a good chance that you aren't the only one who wants to "talk" to someone and try numbers that aren't associated with customer service or support.

I would be more concerned with reaching the correct department and providing the necessary information and photo documentation for proper identification of problems and getting the best response and help from Kahr Customer Service.

JMHO.

Wynn:)

[Bawanna]

The BBB link means absolutely nothing. My hats off to any company that doesn't want to waste a single second sucking up to a big brother organization that tells them what they have to do to get an A rating.

Something's not right at Kahr right now, I don't have an answer. I'm looking for one myself. Several who have been on the whine fest the last week or so have suddenly been addressed and are happy once again.

I agree that Customer Service has to be tops and one single bad experience erases 500 good ones.

I don't work for Kahr, I don't drink kool aid, and contrary to what many probably think I'm a fanboy to no one.

Hopefully this will all get sorted out soon and people will be happy again. I truly think the product is good and worth a little effort and patience when little things need tweaking.

[skiflydive]

Well... you could take a lot less time and use email. Telephone answering and getting the pertinent info jotted down while someone is trying to get "personal" service... from someone unlucky enough to have answered the phone, is intensive and takes the poor guy/gal's time away from whatever job that was interrupted.

Send an email with a statement of the problem, documenting photo(s) and all of the pertinent information... owner name, pistol and serial number, etc. Then the problem is documented, can be printed out, or forwarded to the PROPER department. I've had great results with this, and always use email instead of attempting phonecalls and having to hold or play phone tag.

There's a good chance that you aren't the only one who wants to "talk" to someone and try numbers that aren't associated with customer service or support.

I would be more concerned with reaching the correct department and providing the necessary information and photo documentation for proper identification of problems and getting the best response and help from Kahr Customer Service.

JMHO.

Wynn:)

+1
I had a broken follower in my CM9. I sent an email with a photo and got 2 followers in the mail a few days later. No muss, no fuss, no bother.

[T0RMENT]

+1
I had a broken follower in my CM9. I sent an email with a photo and got 2 followers in the mail a few days later. No muss, no fuss, no bother.


Awesome news. I will follow this procedure and see where it gets me.

Thanks for the feedback!

[jocko]

normally kahr will react to a photo more than just phone call asking for a follower. Proff is in the photo. My sgugestions though is this> Keep ay eye o this gun in the future. one more p broekn follower and IMO it needs to go back and have kahr do a ramptecomy. I have broken one follower in my PMJ9 in over 32K rounds, .I dom't even look at that area anymore, I probably shoud to but it cured itself.

two brken followers and u have an issue that needs addressed..

[T0RMENT]

normally kahr will react to a photo more than just phone call asking for a follower. Proff is in the photo. My sgugestions though is this> Keep ay eye o this gun in the future. one more p broekn follower and IMO it needs to go back and have kahr do a ramptecomy. I have broken one follower in my PMJ9 in over 32K rounds, .I dom't even look at that area anymore, I probably shoud to but it cured itself.

two brken followers and u have an issue that needs addressed..

Thanks Jocko. Appreciate the info.

[muggsy]

The BBB link means absolutely nothing. My hats off to any company that doesn't want to waste a single second sucking up to a big brother organization that tells them what they have to do to get an A rating.

Something's not right at Kahr right now, I don't have an answer. I'm looking for one myself. Several who have been on the whine fest the last week or so have suddenly been addressed and are happy once again.

I agree that Customer Service has to be tops and one single bad experience erases 500 good ones.

I don't work for Kahr, I don't drink kool aid, and contrary to what many probably think I'm a fanboy to no one.

Hopefully this will all get sorted out soon and people will be happy again. I truly think the product is good and worth a little effort and patience when little things need tweaking.

Now that a load of BS. You've been a fanboy of Jocko's ever since he signed onto this website. You may not drink the Koolaid but a good scotch will have you begging for more. Yer not foolin old muggsy, Bawanna.

[Bawanna]

Busted!:rolleyes:

[jeepster09]

Busted!:rolleyes:

Don't tell Melissa either bout' being no fan boy.....u gonna get your butt kicked!:cheer2:

[Bawanna]

Speaking of my dream girl, where the heck is she at. Spose to check in once in awhile. Hope she don't think it's time to start seeing other people.

Hope AirRet don't get upset, she's my girl too.

[CRF8]

just spoke with tech line and then sales customer service, wasn't impressed with either.
I asked to buy a magazine release button because mine got rusty. They said they have never had to replace one of those, and I must not be doing routine cleaning. I mentioned others with the same issue on the forum, they wont even acknowledge this place exists. They said they would get back to me but they never even asked for my phone number.


Also, their website shows a 9-7 magazine as fitting my PM9, which it hangs out the bottom without the plastic fingergrip. I am a very literal person, when the website says it fits, then it should fit, esthetically as well as functionally. They said the website doesn't say it fits, but it does, heres a cut & paste from their website:


http://www.kahr.com/GetDynamicImage.aspx?path=K9-Magazine-7-Rd749.jpg&w=65&h=48 (http://javascript<b></b>:void(0);)



7 Round 9mm Magazine "K820"

7 rounds, 9 mm, stainless steel. Fits all Kahr 9 mm models except TP9 & T9.

[Tilos]

CRF8:
Why would you feel the need to challenge anyone at Kahr about what you've read on the internet:crazy:?
What does that have to do with YOUR gun:confused:?
And people wonder why no one at Kahr answers the phone:2eek:

As far as the mag goes...there is a PICTURE of it:eek:

Are you a troll?
just askin':D

[dav99000]

I unfortunately have had the same bad experience with kahr cuctomer service not answering the phone or returning mail/voice mail. If someone answers the phone consider it your lucky day. My pm45 is the best DOA 45 I've ever owned.Too bad kahr is trying so hard to discourage a loyal customer base.

[T0RMENT]

Called about 1 1/2 to 2 weeks ago and got a hold of the british guy. I gave him all the needed info. He was very polite, and said he would send me out another follower. If I break this one or the one that's in my 7 rounder mag, I'll need to send in the pistol. I'm cool with that.

Well, it's been 1 1/2 to 2 weeks and nothing. How long should it take to get the follower? You guys that had one sent out, how long did it take?

Thanks.

[jocko]

u should have had it by now, recall him. hard telling what happened..

If u tellhim ol jocko said to call him they will expedite it and you should have it in about 4 months. Goes alot faster when u run my name by them.:Amflag2:

[dav99000]

When phone contact was made I recd the proper replacement part in 4 days.

[T0RMENT]

Tried calling again today...weird, no answer, no way to leave voicemail.

No response to the email I sent yesterday.

No follower.

Top f'ing notch customer service.

[CJB]

What I expect of customer service. As someone who has done service, customer service hands on for over 30 years, let me tell you where its at.

1. If I do not take care of the customer, my competition will. Period.
2. I need to understand my products inside and out. Period.
3. I need to understand my customer's needs and concerns about using the product. Period.
4. I need to exceed the customers expectations when they're having a problem. Period.
5. I need to develop a personal relationship with my customers, and treat every one of them as if they were part of my family. Period.

Anything else is very slow suicide.

There are products for which I need more hands on knowledge. My job is a constant learning process.
There are situations that require improvisation. My job is a constant learning process.
There are situations for which I am ill prepared. I need to overcome with grace. My job is a constant learning process.
There are individuals that require or merit special attention, and they will get it from me. My job is a constnat learning process.
There are times when I need to know when to fold 'em. My job is constant learning process.

Thats what I do, and thats what I expect.

Today I dealt with PK Firearms. True class act. I dealt with Noveske (for the birds) and I dealt with Pac Nor barrels.... which were ok, but not very attentive.

Will I deal with the vendor again. I'll probably buy more Noveske items. And I'm satisfied that Pac Nor is making barrels for Noveske that are quality, but marketing is taking leveraging things along the way.

[340pd]

I have defended Kahrs reputation on a half dozen handgun forums under different user names for years. I do believe many issues are self solved.

I love my PM9 as much as the eight other brands of handguns I own. I really don't think much about CS because I expect to have a serviceable, tested, well running product delivered to me at the time of purchase. I do look at the availability of aftermarket products available as most of the time they are created out of a perceived need, and most are very clever and usually make the gun run far better than factory stock guns.

That said, IMHO there is absolutely NO excuse for poor CS from anybody, especially on the initial contact phone or e-mail end.

It does not require a upper level manager to politely answer the phone, preferably on the first or second ring, or answer an e-mail promptly, and politely provide the customer with the information needed to make the adjustment necessary. Little or no great pistol knowledge is needed to get the correct contact with the customers complaint started.

I am an old retired salesman and I could fix this CS phone/e-mail response problem at Kahr in one day in their plant, and I would start with the upper level management, a direct complaint line to their cell phone, and a computer at their desk for a week or two learning what CS is all about.

Last week I bought a Ruger American Rimfire rifle. I was very impressed with it and wanted to let Ruger how much I appreciated their innovative adjustable stock. On the Ruger website is a direct contact e-mail with the president of Ruger. I shot him an e-mail and ten minutes later I received a reply.

Kahr, my recommendation is to follow Rugers fine example.

https://www.ruger.com/dataProcess/tellTheCEO.html

The other half of great CS is not having to ever use it.

I have self modified my PM9's followers and they work perfectly. Kahr on the other hand has had this ongoing problem for years and done little, or nothing, about it.

WHY???????????

Sorry for the rant, but apparently ongoing, relatively easily solved, problems drive me nuts.

P.S. I still love my PM9 and I will continue to support Kahr as I am hoping their issues are move related.
It's Miller time.

[T0RMENT]

http://www.kahr.com/company-customer-service.asp

Customer Service

Each Kahr pistol is backed by Kahr Arm's Five Year Limited Warranty. We stand by our product.
You may never need it, but Kahr's customer service is there for you. If you have a concern, or need for service or a part, our customer service associates are friendly, trained technicians ready to assist you.


Uh, yea. Right.


- 3 voicemails left with all the needed problem and contact information...never returned by anyone from Kahr.


- 1 actual conversation with the British CS guy. He professionally and politely took all the problem and contact info. ~ 2 weeks ago. I really thought I was good at this point and would be writing about about how they got me all squared away. Never received the follower or heard anything from Kahr.


- 1 email describing the issue with all needed contact information two days ago. No response.

Please tell me you wouldn't be disappointed if you experienced this. Please tell me you would be cool with this lack of customer service I've experienced.

For all the fanboys out there that have had good/great customer service from Kahr, I'm envious.

[getsome]

Sorry about your troubles there TORMENT....I just dialed Kahr at 508-795-3919 pressed option 1 for sales and got right through....Give them a try now!

https://www.youtube.com/watch?v=LODkVkpaVQA

[T0RMENT]

Sorry about your troubles there TORMENT....I just dialed Kahr at 508-795-3919 pressed option 1 for sales and got right through....Give them a try now!


I tried for 15 mins. prior to posting that post above yours and have been trying since too.

Still trying...

[muggsy]

It's possible that Kahr has caller ID. Try calling from a pay phone. :)

[jocko]

I tried for 15 mins. prior to posting that post above yours and have been trying since too.

Still trying...

getsome, I just dialed that number andI got Janes Porn site, now I can't get allthat crap of my computer, but for $3 a week, I think I will leave it on. Just sayin:behindsofa:

I have getsome's credit card number if any of u want to join Jane's site and use his credit card. Worked for me:behindsofa:

[getsome]

Really? I thought the only two legged porn you watched was when sombody had a hold of the hind legs....

[T0RMENT]

It's possible that Kahr has caller ID. Try calling from a pay phone. :)


Not funny muggsy.

[Bawanna]

PM inbound Torment. It wasn't funny because your frustrated, give it some time to soak in or happen to someone else and it will be funny as heck.

My PM is to help you, not Torment (you kind of walked into that one) you just so you know.

[T0RMENT]

*Update*

I called and called and finally got a hold of Ian, the British guy. He was once again very polite and professional. He checked to see why I haven't received my follower(s) and said they were backlogged on them and just got them in today to send out to folks. I guess I'm not surprised from all the issues people are having with broken ones. He said mine would be sent out today and I should receive them within the next week.

I asked him for another minute of his time and explained my frustration and asked why was I experiencing this poor customer service. He mentioned that Kahr typically has 3 positions staffed for customer service. Currently it's only one, just him. He says he's trying his best, but he is overwhelmed and that Kahr has been actively looking to fill the other 2 positions. However, they have been getting either tremendously over qualified applicants or folks that don't even come close to qualifying. He said he has handled 264 calls already today and is doing the best he can going solo. He hopes for himself and the customer base that they get someone in there as soon as possible.

Now that I know the dynamics of what's going on with Kahr CS, I can appreciate the effort that Ian is putting forth. From a customer's perspective, I feel bad for Ian. With that said, Kahr needs to find some people asap to help him out and to improve their CS image.

Hopefully, this helps explain what some of us are experiencing right now.

[getsome]

https://www.youtube.com/watch?v=skgrFTu6KTI

[jocko]

PM inbound Torment. It wasn't funny because your frustrated, give it some time to soak in or happen to someone else and it will be funny as heck.

My PM is to help you, not Torment (you kind of walked into that one) you just so you know.

why do u torment me all the tie. I n ver grip about anything.:behindsofa::behindsofa::behindsofa:

[jocko]

*Update*

I called and called and finally got a hold of Ian, the British guy. He was once again very polite and professional. He checked to see why I haven't received my follower(s) and said they were backlogged on them and just got them in today to send out to folks. I guess I'm not surprised from all the issues people are having with broken ones. He said mine would be sent out today and I should receive them within the next week.

I asked him for another minute of his time and explained my frustration and asked why was I experiencing this poor customer service. He mentioned that Kahr typically has 3 positions staffed for customer service. Currently it's only one, just him. He says he's trying his best, but he is overwhelmed and that Kahr has been actively looking to fill the other 2 positions. However, they have been getting either tremendously over qualified applicants or folks that don't even come close to qualifying. He said he has handled 264 calls already today and is doing the best he can going solo. He hopes for himself and the customer base that they get someone in there as soon as possible.

Now that I know the dynamics of what's going on with Kahr CS, I can appreciate the effort that Ian is putting forth. From a customer's perspective, I feel bad for Ian. With that said, Kahr needs to find some people asap to help him out and to improve their CS image.

Hopefully, this helps explain what some of us are experiencing right now.

that is an averageof over 30 calls in an hour shift:behindsofa::behindsofa::behindsofa::behindso fa:

[b4uqzme]

It's called benefit of the doubt. I know it's hard but we all should give it a try. Most people really do want to help but sometimes things break down. Whatever I need isn't worth berating someone over...either to their face or behind their back. I'm very glad you/we were able to come to a good place on this one. Walk a mile in Ian's shoes so to say. Now let's give Kahr some patience and the time to hire some really good customer service reps so things can get back to normal.

Thanks for the update TORMENT. It helps.

[RRP]

Good information provided by Torment. It's good to learn that Kahr is taking steps to bolster customer service.

[rrichne]

I called Kahr to get an RA for a warranty issue on my CM40 on Wednesday and got right thru and spoke to Ian who said he would send a shipping label that day nothing, called back on Thursday spoke to him again turns out he miscopied my emailed, corrected it I thought, again was told the label would be out later that day nothing even sent an email asking for a response to verify the email nothing. Haven't had any problem getting thru never wait more than a minute on hold but they either aren't sending the promised email or they are typing something wrong ihave given them my cell number in the email I sent to verify my email address nothing gonna try calling again today and maybe they can send something while i am talking to them. My hold times are always short just can't get the label.

[RRP]

There have been times when I've condemned someone for not following-through, only to discover their email was blocked by a SPAM filter.

[rrichne]

First thing I did was check my spam filter settings and junk mail folder, called them and they had one to many letters in the address supposedly corrected this. I havehad great luck getting thru on the phone just wish they would try atest email while I am talking to them, gonna try again as soon as they open.

[rrichne]

Got my label and the gun is how its way to service. I guess they were having a problem with their FedEx. I have to admit their service and response has been great, I probably called them a total of 4 times on this during different times of the day and my hold time was never more than a minute literally, not at all what I expected from some of the comments on here.
I have to say their customer service and response times has been one of the best I've had.