apologies to Kahr....

[TheLastDaze]

most of you that have read my posts understand where I'm coming from.... having continual problems with my cw380, decided to tweak it myself after calling kahr's CS dept who seemed to care less and requested I send in the gun on my dime.... phone call was one of the worst and I felt like I was bothering them...

my cw380 has 800 rounds through it during my trial and error fixes and has sat on a closet shelf for almost a year now, well the other day I decided to give them a call about recoil springs, I thought I read someone down the pike they had changed them (last ditch effort before I decided to sell the gun ) and I was wondering maybe this new gun I bought was NOS that sat at the dealer, asked the kind man who answered the phone about it and then asked if I could just buy it off their website, he refused and asked for my contact info.... like 4 days later I had a new set of recoil springs for free...

Upon examination I noticed the springs he sent were a little longer and maybe an extra coil if that, I replaced them and went shooting it a few days later... 100 rounds no issues

Functioned 100% with my handloads consisting of mixed range brass, even fired PERFECTA brass which it never did before as its off spec.....

I read before when I frequented this site more that Kahr was in the midst of changing their CS Dept, and from this experience I must say they have....

My sincere apologies to Kahr and all you guys and all the forums I dumped on them, I will continue to make my wrong doings on other forums that bring up Kahr and make it right....

I may even keep this gun after all :)

take care,

[DavidR]

Glad to hear you got good customer service and even more glad to hear your CW380 is working well.

[Ronni3_J]

That's good to hear! Glad it's in operating order now. I love my CW380


Sent from my iPhone using Tapatalk

[muggsy]

There is an old saying, "It's a bad carpenter blames his tools. I'm never without my P380. Once though the break-in it has been flawless.

[kwh]

Good news for everybody all the way around.

[Coppertop]

Congrats. Shame all the CW380 stories were this positive.

[Alfonse]

Nice! Gotta love happy endings.

Get Well Muggsy

[Bobshouse]

Living in California, I'm stuck between a "rock and hard place". The Ruger LCP is not on the approved list, and truly, Kahr's customer service needs fixing. I realize your happy now, but you should of never have had to go through that stress.


I had a similar incident about a month ago. Wasn't gonna mention it until I read your thread. I was having ejection problems and took off my Loaded chamber indicator (California model) to see if that could of caused the problem. To make a long story short, I lost the tiny spring under the LCI. The part was not listed on their site and the guy in the parts department told me that it was a "restricted part". Mind you, I was not asking for a "free" replacement, but was trying to order a replacement.

After a few hot moments I asked for his supervisor, who didn't answer and I left a voice message. I proceeded to the Wolff springs site and ordered a packet of various small replacement springs in an attempt to hopefully find a replacement. After I had spent 50 bucks, the supervisor at Kahr called back, asked my address and mailed me a replacement spring at no charge. Well that was great but they could of saved me 50 bucks by just selling the damn parts in the first place.

Springs are not "restricted parts". Customer service shouldn't have to get you red hot before they cool you off, I don't care how much money they offer to save you by sending the part for "free". I was willing to pay for my mistake. I could order a replacement slide for 140.00 without the LCI, but I can't order a friggin spring?

I really like my Kahr p380, but that's as far as it goes.

[Bawanna]

It's important to note that those poor folks in customer service are getting calls and emails all day long and the majority of them are probably folks not from this forum, many of whom just purchased their first gun and have no clue. I'd even venture to say many who really shouldn't be carrying a gun or own anything with an engine or electrical power.

I'm sure they get hardened much like cops dealing with bad all the time eventually label everyone bad until proven good.

Some springs are indeed restricted because for some reason they don't want the consumer to go into that area. Often times it doesn't make sense but it is what it is.

I'm the worst when it comes to patience but often times a little patience can save a big bundle of money too.

I admit some CS folks don't deserve any argument in their behalf, but far more do. They are generally really good guys and gals.

[b4uqzme]

+1 for patience. My wife says if I was a doctor I'd be broke = no pateints. Glad it's working right and hopefully your experience can be a lesson for all: be courteous, patient and persistent and Kahr will make it right. True no one likes to go through all that but this is all we are trying to say here on the forum. I think we get a bum rap sometimes for simply trying to help a guy through a tough situation. Thanks very much for the update. No apologies necessary IMHO.

[DavidR]

.

I'm sure they get hardened much like cops dealing with bad all the time eventually label everyone bad until proven .

That has to be the most ridiculous excuse I've ever heard for poor customer service. Customers are not criminals.

My experiences with Kahr customer service were very good, both email and phone, but it's clear from posts on this forum that others have had bad experiences.


Dave

[b4uqzme]

That has to be the most ridiculous excuse I've ever heard for poor customer service. Customers are not criminals.

My experiences with Kahr customer service were very good, both email and phone, but it's clear from posts on this forum that others have had bad experiences.


Dave

Not so. It's not clear that posters have had bad customer service. Only that they didn't get the answer they wanted. We weren't on the call. I empathise with an owner that is having issues. But I also have empathy for the customer service reps. I've been chastised on this forum for giving the answer the poster didn't want to hear. I am sure it happens to customer service many times a day. We tend to focus only on our own frustrations and give little respect for what the other guy is going through. No excuses from me...just courtesy.

I am happy to hear that Kahr is ramping up their customer service department. It's a thankless job and you can never be good enough to make everyone happy every time.

Sorry to spiral down the negative. This is a great thread by a noble member willing to step up and turn his difficult experience into a positive lesson.

Thanks!

[Coppertop]

Ever think if Kahr stepped up their quality control the Customer Service Reps wouldn't be so overwhelmed with calls?
And it's wrong to compare Kahr's Customer Service Reps to law enforcement. Almost insulting to do so.
They may not give consumers the answer they want but they could do a better job of the delivery. Save one person, everyone I dealt with at Kahr came across as if they could care less.

[Longitude Zero]

Agree with Coppertop. That being said even perfect design/manufacturing produces a flop occasionally. However when you improve D/M you lesson the load on CS. Fact. Unhappy customers can be pricks without doubt, but what separates bad CS from good CS is the ability to turn a mad customer into a satisfied one regardless of the cost. Hopefully Kahr has learned a valuable lesson and does no forget it going forward.

[OldFatGuy]

Straighten up QA and provide a consistent quality product and they can downsize the CS dept. CS has to take the heat for the crap manufacturing ships out.

[b4uqzme]

I can only speculate that many callers to customer service are experiencing failures of their own cause. I'm not sure how you fix that with quality control. I can say, without speculation, from the tone of some of the posts I've read, that they certainly do get calls from short-fused owners.

No excuse for bad treatment...even if the caller is abusive. LZ is correct. It's a good CS department who can rise above that. Unfortunately, many callers use their position as the "customer" to rail the CS rep and bad-mouth the company. It's a good owner who takes responsibilty for their issues and co-operates with CS towards a fix.

For many years I ran an automotive service department. Any customer facing employee who was discourteous was in for serious reprimand. But we had a saying for the abusive customers who failed to realize that they were the ones who would benefit most if we collaborate together on a fix: "My car runs fine."

[OldFatGuy]

On this website I've seen pics of stuff that should never have left the building, IMO. I got a good one, but I feel I was lucky, especially being a "blem". I'm not making excuses for the CS dept, I had a bad experience with them myself. But they really should stop shipping junk.

EDIT: I can understand the occasional bad one getting through, but with Kahr, it seems more than "occasional" I worked in machining for some years, filled in for QA at times. There is no excuse for some of the stuff I've seen here. JMHO.

[b4uqzme]

On this website I've seen pics of stuff that should never have left the building, IMO. I got a good one, but I feel I was lucky, especially being a "blem". I'm not making excuses for the CS dept, I had a bad experience with them myself. But they really should stop shipping junk.

EDIT: I can understand the occasional bad one getting through, but with Kahr, it seems more than "occasional" I worked in machining for some years, filled in for QA at times. There is no excuse for some of the stuff I've seen here. JMHO.

That's reasonable. But to keep things in perspective: count the number of pictures, then look up the number of firearms Kahr has produced, compare the two and define "occasional". ;)

[Longitude Zero]

I can only speculate that many callers to customer service are experiencing failures of their own cause. I'm not sure how you fix that with quality control. I can say, without speculation, from the tone of some of the posts I've read, that they certainly do get calls from short-fused owners.

No excuse for bad treatment...even if the caller is abusive. LZ is correct. It's a good CS department who can rise above that. Unfortunately, many callers use their position as the "customer" to rail the CS rep and bad-mouth the company. It's a good owner who takes responsibilty for their issues and co-operates with CS towards a fix.

For many years I ran an automotive service department. Any customer facing employee who was discourteous was in for serious reprimand. But we had a saying for the abusive customers who failed to realize that they were the ones who would benefit most if we collaborate together on a fix: "My car runs fine."

Many calls to CS involve problems the customer created. You catch a whole lot more flies with honey than with salt.

[Longitude Zero]

That's reasonable. But to keep things in perspective: count the number of pictures, then look up the number of firearms Kahr has produced, compare the two and define "occasional". ;)

Precisely. A satisfied customer generally tells 3-5 folks. A dissatisfied customer tells everyone they know even when they are more often than not the fault of the problem. One or two bobbles out of a thousand is a non-issue that is just the way it is. Now One or two faults per dozen or per hundred then maybe rises to a systemic problem MAYBE.

[DavidR]

Not so. It's not clear that posters have had bad customer service. Only that they didn't get the answer they wanted. We weren't on the call. I empathise with an owner that is having issues. But I also have empathy for the customer service reps. I've been chastised on this forum for giving the answer the poster didn't want to hear. I am sure it happens to customer service many times a day. We tend to focus only on our own frustrations and give little respect for what the other guy is going through. No excuses from me...just courtesy.

I am happy to hear that Kahr is ramping up their customer service department. It's a thankless job and you can never be good enough to make everyone happy every time.

Sorry to spiral down the negative. This is a great thread by a noble member willing to step up and turn his difficult experience into a positive lesson.

Thanks!

Those are fair points, clear that customer service is bad was too strong a statement. What I should have said was "it's clear that some are still complaining about Kahr customer service".

[TheLastDaze]

as stated in other posts I guess everyone has a bad day but if you're in CS you should never let that be transparent to the customer calling, of course if he/she are belligerent that maybe another story... Personally I doubt I could do the job after dealing with so many of the irate callers they must get....

but I was neither on my first call but treated badly as if though I was just bothering, bigtime turn off....

glad I decided to give it another chance as I was about to dump the gun but really like how it feels, better than any other 380 I've had in size/weight comparison....

I will put it though some more paces maybe fluff it up a bit more and run it again with a full range report, maybe this time I'll even buy a box of factory ammo and dump in it for the first time.... :D

btw, did I mention it even cycled some of the 'Perfecta' brass I had, not sure how many was in the mix as I only had 50 to begin with but remember seeing the stamp as I loaded a mag, so........

I'm happy and would some day love to carry this gun as a backup, but it is a little thick and I just so happen to fall in love with my P32 to fit this role..... never thought I'd step below a 380 but ballistically with fmj its not far behind and super easy to shoot...