What Do You Do When You Buy a Gun That Doesn't Work?

[Confederate]

You buy a beautiful new gun and fork out a small fortune for it. Then you take it to the range and find that you have jamming problems...malfunctions...whatever you want to call them.

What do you do?

Guns aren't like most other products. In many cases you've filled out state forms and, of course, the federal forms. You've waited seven days and everyone has your serial number. It's too late and too much of a hassle to simply exchange it for a new one. Or is it?

You're entitled to a product that works. You've waited the ridiculous amount of time and now the guy behind the counter is telling you to send it back to Taurus, or Kimber, or Colt and let them fix it under warranty. He gives you a routine speech about low overhead, the cost of renting the property, etc., and that sometimes these things just happen.

What do you do? You look at your sawed-off Colt pistol with the case still lodged in the ejection port so you could show it to the proprietor and wonder how long the turn-around time is for repairing your new gun.

Any horror stories? Revolvers or autos, I'd like to know.

Also, have you ever bought a gun in a private sale that didn't work? How did you handle that one? The guy's got your money and you have a gun that doesn't work. What to do?

Thanks!

 

[The Lone Haranguer]

I first take them to the store to see if they have any advice or fixes, but usually return them to the factory. Some manufacturers will pick up the tab for the shipping both on your end and theirs, which can be considerable. Others make you pay for it on your end. One gun I had was so bad that they voluntarily gave me a replacement gun.

 

[surbat6]

I've sent new guns (and a few used ones) back to the factory after talking to customer service. No serious problems by that route. Everything made by people gets screwed up once in awhile. Some of those mistakes get past QC and sold to us. At least give the manufacturer a chance to fix it.
If it's a private sale, meet the seller at the nearest target range and try it out. If he won't let you shoot it and you still want it, offer less. That way, if it doesn't work, you didn't get shafted as bad.
Often, I've bought pre-owned guns, some of them in "as is" condition. Some were gems, some were landfill, which brings us to possibly the best protection the buyer can have - EDUCATION. Know what to look for, both good and bad. Bring action-proving dummy ammo. Bring headspace gauges. Try to examine the gun as an appraiser rather than a buyer. Most of my bad buys were the result of excitement ("I've always wanted one of those!") clouding my judgement.

 

[alfack]

I make sure I cleaned the packing grease and cosmoline out of it before I went to the range, then send it back if it doesn't work.

 

[Slamfire]

If a factory new pistol does not work, get the factory customer service involved. Do not have a gunsmith do a darn thing to it as that will void the warranty.

If that does not work, then send it off to a real good gunsmith.

I am still very angry at Colt for a Colt Combat Elite I purchased. The darn thing was defective, it unlocked early in the pressure curve causing excessive slide speeds. The frame was being peened excessively, around 3000 rounds the front sight fell off due to hard recoil. Obviously without a front sight it was difficult to aim, therefore I sent the thing off to Colt. I think the warranty period was only a couple of years. It was not very long. While they replaced the frame for free, and installed a new front sight, they did not fix the early unlock issue. So the slide was peening the new frame and I figured in another 3000 rounds the new frame would be toast. Unfortunately, Colt did not extend the warranty so by the time I got 3000 rounds through the pistol, the warranty would be over.

I sent the Combat Elite to Wilson Arms. Unlike Colt, Wilson Arms knows something about M1911's and fixed everything. Wilson Arms is so backed up it took an extra two years, but now the pistol is great.

Oh yes, here is a barrel from a Colt Target Master. My bud owned this pistol past warranty and was therefore screwed, even though the ring in the barrel is a factory defect. He should have sent the thing back as soon as possible, but instead dithered. He paid for the replacement out of his pocket.

 

[orionengnr]

New gun--
Send it back to the OEM and insist they make it right. The good ones will, and will do so for free. The really good ones will do it right the first time, and will pay for shipping and/or make it up to you through other methods (free mags/night sights, etc). I have had exceptional experiences with Kahr and Springfield.

Used? Ask the OEM if they will fix it. I have had successful experiences with S&W and Para. A recent experience with a year-old Dan Wesson has been very frustrating. If they say no, find a good local gunsmith and form a good relationship with him. Mine has done great work on my Les Baer, and will soon get a chance to work on my DW.

 

[Onmilo]

Most good quality firearm manufacturers now offer lifetime warranties on their products.
Send it back, they will make it right.

The standing joke around the gunsmithing communitiy is that the gun market is so dynamic and fast moving now that manufacturers routinely place new products on the market without fully testing the design.
Customer return/repairs help them diagnose potential problems.

 

[VA27]

Of all the guns over all the years, I've only had 4 that were 'stinkers' out of the box. In 3 of the cases I took it back to the dealer and they handled getting it back to the manufacturer for repair or replacement. The 4th one the dealer simply offered an exchange or refund. A 'reputable' dealer will do those things. Sadly, they are thin on the ground nowadays.

 

[LightningMan]

Just a thought: At my local Scheels if you buy a new gun and if you have a problem then you must contact the manufacturer to resolve the problem. On the other hand if you buy one of their trade in or used guns, and have a problem within 30 days, you can return it for a full refund or use the cash you paid towards something else. At least thats what I remember, unless that policy has changed. LM

 

[CapnMac]

The one I had went back to the shop where I bought it. The in-house gun plumber had a go at it (Taurus PT-945 that the hammer would not lock back). Went back to range, 4 rounds as a semi-auto; all the rest as a SAA. Went back to shop. They had another go, then sent it to Taurus. Same result. Told them, wasn't my problem, I was trading it in for something that was not going to fail me three times.
Couple weeks later, I'm wasting time in the shop, they had sent it back to Taurus again; this time the factory said that the hinge pin holes in the frame were out of alignment. So, they sent back a brand new frame.

 

[MaterDei]

Only happened to me once. I bought a Kimber and after a couple of frustrating range trips I went back to the local gun store where I bought the pistol. They took the gun to their range out back, experienced the same problems and promptly pulled a new pistol out of their inventory, did a little paperwork, and handed me an identical new pistol. This one has run like a top.

Needless to say I've been a loyal customer of this small chain ever since.

 

[sohcgt2]

I will try to resolve the issue with the manufacturer's help line/tech support, but, if several tries to resolve an issue fail I right it off as a loss and don't buy from that manufacturer again. I retire the weapon. I won't pass my junk on to someone else.

 

[WC145]

If I have a problem the gun goes back to the factory, I send it myself that way it is returned directly to me.

I've sent two new guns back for repairs, a Springfield Loaded and a S&W 1911, relatively minor issues. The Springfield was back in two weeks and perfect, the S&W was back in one week and perfect.

Currently I have a Fusion 1911 that is back at the factory being repaired/upgraded. I bought this gun used, just 3 months after it was delivered to the original owner, who waited about 8 months for it to be built. It had extractor issues from the start then developed feeding issues. I looked for help on a Fusion forum and contacted the owner of the company, Bob Serva, who has been incredibly helpful and stands behind his product 110%. They have a lifetime warranty and they mean it, regardless whether you are the original purchaser or not. I shipped the gun back to Fusion (on their dime) and they making all necessary repairs to the gun, including replacing the barrel with a fully ramped unit and milling the frame to accomodate it, among other things, and covering it all under warranty. I couldn't ask for more.

IMO, it's always best to give the factory the opportunity to make something right. Certainly we expect that every gun we buy will be perfect out of the box but stuff happens, how that stuff is handled really says something about the people your dealing with and influences my future purchases.

 

[Fishslayer]

Back to the factory. Had to do that with my very first handgun. A bottom feeder.

Upside, I bought a revolver for "must go bang" zombie duty while it was at the factory & have been hooked on wheelguns ever since...

 

[MICHAEL T]

I return to my dealer and he returns for warranty repair. I ve only need this once but Dealer says that part of his service . Sees no reason I should pay to return.
It was a Para and came back little improved from warranty work. So I traded and went back to Colt.
Never had a problem from Colt

 

[ol' scratch]

In my experience, if it is an autoloader and a handgun, the most likely problem is the magazine. Both my Rock Island AND Kimber had jamming problems until I switched the magazines. Of course, I was trying to shoot semi wadcutters.

 

[gwnorth]

I've never had a problem with a factory new pistol. I did buy a used Colt Mk.IV gov't enhanced that would not fire (gun store sale, not a private sale). It was the series 80 firing pin plunger lever that was broken off (the only thing I can image snapping it off the way it was is some bonehead move by previous owner - slamming the slide on with the lever flipped up). I did not want to drive the 45 minutes back to the store I had bought it at, so I called them, explained what I saw and asked if I could take it in to my local gunsmith and bring the bill out to them the next time I was near the store. They said fine, that while all used sales are "final" and as is, that sounded like a pretty obvious thing that whomever had accepted the pistol (likely in trade on something new) should have picked up on.

In the end, the whole repair, including parts was something like $15, which still made the gun a good deal, IMO, since otherwise it is in superb and little used condition (and it shoots great). I got busy with other things and never did go back for my reimbursement.

That was the first used gun I'd bought at that store, but I had purchased 5 new guns from them previously and know the staff pretty well, so I do believe they'd have given me the money for the repair if I'd come back in with the receipt. Unfortunately I've moved to another state now, so don't shop there any more.

And I also sort of blame myself a little. Normally with a used gun, I do the old pencil down the barrel test of firing pin and hammer strike. But, I had stopped in to the shop that day just to pick up some ammo after several morning hours at the range. The Colt was there and I liked it so I bought it - it looked so little used I did not think of actual assembly damage by someone unknowledgable of series 80 guns and clearly with a heavy handed approach. Had I picked up on the breakage right then and there, I'd have still bought it, and the store's own gunsmith would have made it right. Oh well, all's well that ends the way I want it to

 

[Waywatcher]

I bought a handgun from Gander Mountain. When I got home I noticed some problems; the hammer wouldn't lower from full cock--it went to half cock. Also it had a flared firing pin hole; a burr that stuck out.

I brought it back the next day. Their gunsmith eventually looked at it and didn't want to touch it and wanted to send it back. They had other identical handguns that also had problems of their own.

After much run around over the course of a week including many employees and finally the Store Manager they agreed to give me store credit instead. Some Employees were understanding, some were downright rude. Situations like this apparently bring out the worst and best in us. The worst was the employees acting as if I was the one trying to take advantage.

As a general rule, you absolutely have to get the Store Manager on your side. Speak softly and with great respect, but at the same time don't be a pushover. Get the manager to empathize with you; make yourself human in his eyes, not just another number. There's a really fine line you have to walk.

I bought reloading equipment and dies and have been very happy since.

 

[Old John]

I have so far Never had a problem with any new gun, I have ever bought.

A few years ago, I bought a use Ruger SP101, just because I wanted it. And, It was a good price. I laid it aside at home & forgot it. I got really busy. About a year later, I got it out & was playing with it. I discovered I could rotate the cylinder backward, when the hammer was down.
The guys on the Forums said I should get it repaired before I shot it.

So, I called Ruger. They asked me to send it back for repair and it would be taken care of. I shipped it "overnight" Fed-Ex, with a letter explaining the problem.

Within 3 weeks I got a call from Ruger, informing me it was being shipped back to me and to expect it. Next day it was delivered with a cover letter, explaining that they had replaced the pawl and a couple other minor parts. And, there was "No Charge to me".
They even shined it up a bit for me. I was really Happy with their service.

That's the only gun I've had to have repaired.