CZ's Waranty/Customer Service stinks

[Eat Beef]

I bought my son a CZ 720 Youth. He wanted a shotgun with wood stocks. He's 10, so the 24" bbl and reduced LOP stock were important, as well as it being a semi auto to soak up a little recoil.

So we drove an hour and 15 minutes to a certified CZ dealer, and picked one up. It never ran right. It would single load if you held it on it's side, but it misfired about half the time if you loaded from the mag. So it was OK for trap, not so for hunting.

I talked to CZ several times, trying to figure out what was wrong and fix it without sending it in. Firing pin strikes were not centered, and eventually they said send it back. They sent a return label and I mailed it out.

After about a month (with no contact), I started calling them several times a day. After about two weeks, I got an email saying they couldn't fix it so they would replace it. A few days later I finally got in touch with someone.

He said they didn't have any 720 youths, so they would send me a 720 ALS, with an ATI synthetic stock. I explained that my son didn't want a synthetic, and I didn't want anything ATI.

I asked if we could put my stock on the ATS. No.
Can we put my stock and bbl on a 720. No.
Can you just refund my money? No.

So I'm going to end up with a shotgun I don't want. And to add insult to injury, I'm going to have to pay for a transfer to get it. That's after I wait a month for them to ship it, at which point we'll have not only missed teal season, but dove as well.


I'm not a CZ hater. I own a 527 carbine in 223 that my boys LOVE. I was planning on getting another one now that they have a 1:9 twist bbl. I was also considering building one in 6.5 Grendel.

But not anymore. I'm done with CZ. If you're considering buying a CZ, esp. a shotgun, know that they put out some stinkers (everyone does), and if you get one they won't work with you.

 

[sirgilligan]

Thanks for sharing your story. Sorry that it happened. There may be some that try to say CZ did right, but it is your decision if you have been treated satisfactorily.

Some advice on the replacement. I had the same thing happen with a pistol. This was not CZ, and they told me in the deal that I couldn't mention them by name. They sent me a replacement that didn't work. Well, it wouldn't run at all either and sent it back. I told them I wanted something different and would pay the cost. I chose their most popular model with the full intent of trading it. So, I recommend calling them back and getting something that is popular and you can trade.

Mistake I made was once it shipped to the FFL I accepted it and paid the transfer. I should have shipped it to the FFL where I wanted to trade. Once I accepted it, it was a used firearm, even thought it was unfired, it was used. I lost money because of that. They told me at the gun store to have it sent to them and then trade it before transferring it. I would have made money.

 

[oneounceload]

You do realize that trying to compare their handguns and rifles to their shotguns is an apples to oranges exercise? They do not make their shotguns.

This is somewhat odd, because all one ever seems to hear is great things about their customer service

 

[Water-Man]

^^Whether or not they make their shotguns should have nothing to do with their customer service and the outcome of this story.^^

 

[oneounceload]

I know that, but many folks buy a certain brand based on a different product being built in a particular place that seems to exemplify a certain quality level, not realizing that not all of their products are built that way. Since the OP in his last sentences was stating how he loved their rifles which are not made in turkey, he might not have realized that situation.

I know several folks with CZ shotguns and it gas been a love/hate relationship. Some love them, some do not, so it seems that quality might be hit or miss

 

[Eat Beef]

I do realize that the shotguns are Huglu made.

That means absolutely nothing to me. They put their name on it and sold it, they should stand behind it. I'm not angry that the shotgun was a lemon. Anything that is manufactured can be messed up. I'm angry that they didn't make it right, and that problem wasn't with Huglu, it was with CZ USA.

 

[oneounceload]

Then call or write her:

CEO: Alice Poluchova
Customer service: 1 (800) 955-4486

 

[Rule3]

Then call or write her:

CEO: Alice Poluchova
Customer service: 1 (800) 955-4486

Excellent idea. I have dealt with CZ USA CS and CZ Custom on some minor things and found them to be very good. I have several; pistols, rifles and shotguns. Some of the best guns for the money.

 

[rbernie]

I would absolutely not accept not getting a like-for-like replacement.

 

[eastbank]

my only connact with cz america was when the first 527,s in 7.62x39 came out and some of the rifles were not setting the imported ammo off. mine was doing fine,but called about it and was told send the rifle in and they would replace the main spring and test fire it, i said send me the main spring and i,ll replace it if needed. short story, spring was sent but was never needed and is still in my parts box today.eastbank.

 

[I6turbo]

Who was the "someone" you reached at CZ-USA to discuss this matter? A gunsmith, or someone higher? I once had an issue with a gunsmith who claimed that they couldn't fix a 550 safety that wasn't acceptable to me. He said it was normal when it clearly was not. It was downright dangerous because it had a false detent for the SAFE position where the gun wouldn't fire if you pulled the trigger, but then it fired as soon as you pushed the safety to the OFF position. If that wasn't enough, the smith got rude about it when I insisted that the gun was dangerous and unsafe, and not the way it was supposed to be. I wrote an e-mail and copied everyone I could find at CZ. In a day or two I was contacted by the head of the service department (forget his name). They sent a 2nd call tag, took the gun in, fixed the safety to operate the way it should, and did it all very promptly. I suggest you try to appeal to a higher authority there if you haven't already done so. 99% of all accounts I've heard have ended up with a happy customer. A few of those required getting in touch with someone other than the person who initially responded.

Good luck if you decide to pursue it further.

 

[sirgilligan]

I too have used CZ Customer Service, and had an excellent response. I am not saying this to imply that Eat Beef should be satisfied, I am just saying I have had excellent help from them. The issue I faced was simply them sending me some scope ring screws and they did it ASAP because I was supposed to be getting on a plane in a few days to take the CZ rifle on a little trip.

It is always amazing how things can go. A friend bought a new car at the dealership and had an awful experience. I asked who he worked with and I was amazed, because I had bought three cars from the same guy and the salesman was always honest about invoice price and we quickly made a deal. You just never know.

 

[Eat Beef]

Then call or write her:

CEO: Alice Poluchova
Customer service: 1 (800) 955-4486

That's the same number I've been calling. I've had it answered once in the last month, over probably 20 calls.

 

[Rule3]

Keep trying to call, plus e mail them.


Warranty Dept: [email protected]

 

[Eat Beef]

Still no shotgun, or contact from CZ.

 

[brutus51]

I bought a CZ Ringneck in 20ga, also made by Huglu. First time out the left barrel stopped working after about 5 shots. Sent it back to CZ for warranty work. Took them five weeks to repair it. Now that I have it back I've put about 250 rounds through it without a problem. Absolutely love the gun, it's a real clay bird buster and perfect for Grouse hunting. Always wanted a short light side x side but couldn't afford the competitions offerings. For about $1000 I figured I couldn't go wrong. Still I think I'll bring my Remington pump along just in case.

 

[Wishoot]

I'd be furious. They put their name on the shotgun and should stand by the product. Period.

If they can't offer you a working model of the same gun you returned, they should be refunding your money.

I'd give them one more opportunity to make things right. My next call would be to the BBB followed by the States Attorney perhaps?

 

[armoredman]

I call that number about once a week or so and always get an answer. Press 0 for Cindy and see what she can do for you.

 

[armoredman]

Go to CZF where you posted about this - you have a PM from CZ-USA there.

 

[Eat Beef]

Thanks to Armoredman for helping me out on this one.

CZ had already shipped the ALS, they just didn't send me the email with tracking info like they said, neither did they put any info on/in the box, so it was sitting at my FFL, and they were wondering to whom it belonged.

I'm not really happy, but I'm not sure what else I can do at this point, I've already picked it up. I doubt I'll buy anything else from CZ, but I have neither the time nor the energy to hold a grudge.

Thanks to those of y'all who have tried to help, or have been understanding of the frustration I've been through.

 

[rbernie]

Man, that sucks. If they could not repair or replace the unit that they sold and that you bought, then needed to refund your money.

I'm absolutely convinced that CZ did the wrong thing here, and I would absolutely not sit for that at all..