Charles Daly
Member
Hello THR!
My name is Michael Kassnar. I am president of K.B.I., Inc., manufacturer, importer and distributor of Charles Daly brand firearms and ammunition.
Over the years, in addition to the Charles Daly brand (acquired by KBI in 1997), we have imported and distributed firearms from many manufacturers and sold under several different brand names, including FEG, FIAS, Sabatti, Churchill, Baikal, Liberty, Armscor, Zabala, Uberti, Armi San Marco, PSP, Pietta, etc.
In the past, I have not personally participated very much in internet forums. However, that is about to change.
Today I did a search for "Charles Daly" on THR, and frankly, I am somewhat dismayed over many of the negative comments made concerning our customer service. While many of you are happy with your KBI/Charles Daly firearm, apparently many of you are not.
For several years, actually since September of 2001, we have had a "Lifetime Repair Policy" on Charles Daly firearms. I believe that we are the only firearms company in the US that pays freight in both directions on repairs. That is, all you have to do is call us, email us or fax us, and we will contact you and then issue a FedEx call tag to pick up your firearm on our dime.
While it is true that you cannot make everyone happy all the time, I had instructed my service department many years ago to bend over backwards to make our consumers happy. It appears that we are doing something wrong in that department, judging by the number of negative comments that I read here.
Rather than respond to each thread one by one, I would like those of you that have had a negative experience with Daly to post in this thread. Over the next few weeks I will attempt to address each issue that is raised here.
I am willing to correspond with each and every one of you that has received sub-par service from my company. That is inexcusable. Several months ago I had to lay off our Service Department Manager who had been working with me for 21 years. Our new manager, Brad, has strict instructions to handle all service calls in a prompt, courteous and professional manner.
We pride ourselves on the quality/value of the guns we sell. Occassionally a lemon gets out there, but that happens with all companies. What should not happen is your displeasure with our service department. It is my intention to make sure that we have consumers that are pleased with our products and with our after-sales service.
This may be an unorthodox way of approaching this, but I want to get to the bottom of your complaints and make sure that in the future, you will only have good things to say about our firearms and our Customer Service.
Please do not hold back. I have a pretty thick skin after more than 30 years in this business. With your feedback, I promise you that we will have a Customer Service Department that we can be proud of again.
Sincerely,
K.B.I., Inc.
Michael Kassnar
President
My name is Michael Kassnar. I am president of K.B.I., Inc., manufacturer, importer and distributor of Charles Daly brand firearms and ammunition.
Over the years, in addition to the Charles Daly brand (acquired by KBI in 1997), we have imported and distributed firearms from many manufacturers and sold under several different brand names, including FEG, FIAS, Sabatti, Churchill, Baikal, Liberty, Armscor, Zabala, Uberti, Armi San Marco, PSP, Pietta, etc.
In the past, I have not personally participated very much in internet forums. However, that is about to change.
Today I did a search for "Charles Daly" on THR, and frankly, I am somewhat dismayed over many of the negative comments made concerning our customer service. While many of you are happy with your KBI/Charles Daly firearm, apparently many of you are not.
For several years, actually since September of 2001, we have had a "Lifetime Repair Policy" on Charles Daly firearms. I believe that we are the only firearms company in the US that pays freight in both directions on repairs. That is, all you have to do is call us, email us or fax us, and we will contact you and then issue a FedEx call tag to pick up your firearm on our dime.
While it is true that you cannot make everyone happy all the time, I had instructed my service department many years ago to bend over backwards to make our consumers happy. It appears that we are doing something wrong in that department, judging by the number of negative comments that I read here.
Rather than respond to each thread one by one, I would like those of you that have had a negative experience with Daly to post in this thread. Over the next few weeks I will attempt to address each issue that is raised here.
I am willing to correspond with each and every one of you that has received sub-par service from my company. That is inexcusable. Several months ago I had to lay off our Service Department Manager who had been working with me for 21 years. Our new manager, Brad, has strict instructions to handle all service calls in a prompt, courteous and professional manner.
We pride ourselves on the quality/value of the guns we sell. Occassionally a lemon gets out there, but that happens with all companies. What should not happen is your displeasure with our service department. It is my intention to make sure that we have consumers that are pleased with our products and with our after-sales service.
This may be an unorthodox way of approaching this, but I want to get to the bottom of your complaints and make sure that in the future, you will only have good things to say about our firearms and our Customer Service.
Please do not hold back. I have a pretty thick skin after more than 30 years in this business. With your feedback, I promise you that we will have a Customer Service Department that we can be proud of again.
Sincerely,
K.B.I., Inc.
Michael Kassnar
President