Why I wont buy a Kel-Tec product

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Iansstud

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I have had my eyes on the Kel-tek RFB for a LONG time!! I thought I would email the customer service, and ask when It would be for sale in my area...

I have the $$$ saved up for this even!!!

here's the email...



----- Original Message -----
From: Ian
To: Kel-Tec Customer service
Sent: Thursday, December 31, 2009 1:35 PM
Subject: Contact request from KEL-TEC


when will the RFB rifle be for sale in washington, thanks- Ian

----------------------------------

----- Original Message -----
From: Kel-Tec Customer Service
To: Ian
Sent: Tuesday, January 05, 2010 9:18 AM
Subject: Re: Contact request from KEL-TEC


have no idea.

-----------------------------------

(I have not edited the email one word!! that is what they said "have no idea.")

The whole Idea of customer service is to Serve the Customer, Not to act Clueless and unhelpful....

I will Never buy a Kel Tec product!!
 
It looks like some 16 yo kid wrote you back or something.
Click to expand...

Yes, but the original message was at only a slightly higher level of formality.

Meh. This isn't great customer service, but it wouldn't keep me from buying their products. They have a very good reputation for fixing customer guns that break.
 
So, you've had your heart set on this rifle, you've saved up all this money, and now a poorly phrased email has shattered your dreams. :(
 
and how many times have they been asked some variation of that question? how many were in the inbox at that moment? still, they should have a generic formal response I guess, though I am not sure I would prefer a computer issuing a formal statement that tells me nothing or a real person going "I dunno"
 
I kinda have to agree with Z-michigan. Based on the nature, tone, and lack of proper rules of English, i'd say Kel-tec replied in kind. Not that they should have. They should have taken a high-road approach and replied more helpfully, but it wouldn't keep me from buying the rifle.
 
...we, the customers, should be welcomed no matter how casually we word our questions...it's they who want our money...
...at the very least, the "customer service rep" should have sent a list of dealers in the questioner's home state and their contact info...not a brush-off like was sent...I'd refer the whole incident with copies to the Marketing Manager at Kel-Tec...this is not their usual attitude...
 
Your reasoning for not buying a product is because the company quickly and succinctly responded to your email with a fairly equal amount of formality?

Not the quality of the product, the reliability of the company, or how hard they work to correct any problems that arise....

Frankly, that seems a bit silly to me, to say the least.

I can understand wanting to contact that company further over the email, but to decide that based on that only to never buy any of the products ever, seriously?
 
Whatever, more Kel Tec RFBs for the people who care more about products than well thought out emails.
 
Hey at least they responded. Google "Lancaster" and "customer service" and you'll see what a bunch of us have been going through.
 
Yes, but the original message was at only a slightly higher level of formality.
Click to expand...

I was looking for an email that would say, "you can go here, or here, or check our distributors, they are...."

So, you've had your heart set on this rifle, you've saved up all this money, and now a poorly phrased email has shattered your dreams.
Click to expand...

Because I know that if thats how the Cust. Service dept responds, and I have any issues, I really dont want to deal with that company. Same goes for any Major company. There was not even a letter head, or sig!!!

and how many times have they been asked some variation of that question? how many were in the inbox at that moment?
Click to expand...

Not really an Issue, I would have waited a week and had a informative reply... Besides, If that is the case, that means good business, and they should have even more reason to hire someone that knows how send an email...

I kinda have to agree with Z-michigan. Based on the nature, tone, and lack of proper rules of English, i'd say Kel-tec replied in kind. Not that they should have. They should have taken a high-road approach and replied more helpfully, but it wouldn't keep me from buying the rifle.
Click to expand...

I had a simple question, I dont think that was rude about it. Sorry if I offended any of you DIE-HARD Kel-tec fans...

Just so everyone knows, the Webpage is setup to type your email address, name, phone, and message in to the box. If I had drafted an actual email, It would have been sent proper.


...we, the customers, should be welcomed no matter how casually we word our questions...it's they who want our money...
...at the very least, the "customer service rep" should have sent a list of dealers in the questioner's home state and their contact info...not a brush-off like was sent...I'd refer the whole incident with copies to the Marketing Manager at Kel-Tec...this is not their usual attitude...
Click to expand...

Thankyou
 
Just for the record, I emailed Kel-tec back, asking if this was really the way they replyed to perspective customers... I have not had a reply yet, I will post when if I get one...
 
the "customer service rep" should have sent a list of dealers in the questioner's home state and their contact info...not a brush-off like was
Click to expand...
A firearms manufacture usually has no way of knowing who the dealers are that sell their products.

Almost without exception, manufactures sell directly only to distributors, who in turn dole out firearms to dealers at wholesale.

Kel-Tec could have told you who their distributors are, but it would be meaningless information.
They won't sell you a gun anyway because they only sell wholesale to dealers.


BTW: It has long been known in K-T circles that if you want to know something you call them on the phone and ask them.
Like a lot of small companies, they are not staffed to answer a gazillion emails every day with mostly stupid questions.
They are all in back trying to make enough guns to satisfy demand.

rc
 
Another vote for the "at least they responded at all" view. I cannot tell you how many times I've written email or even left voicemail and not received any response (various companies, in and outside the firearms industry, KT isn't one of them). When I was interested in Rock River's LAR-8 I think I called them a dozen times and sent three emails over about 6 months. I don't remember ever reaching a person or getting a response. Does this make their products junk?

I'm not saying that the OP's question was inappropriate or that KT's response was a model to copy from, simply that I don't see anything to get offended over in the exchange. If anything, and repeating myself, getting any response at all is a good sign.

Also, please read rcmodel's post very carefully. Personally if I want a scarce gun I find it on Gunbroker, buy it and have it transferred via my local FFL. I own several guns that I have literally never seen in any gunstore in the state of Michigan.
 
@Iansstud

Let me see if I understand the situation:

1) you messaged Kel-Tec using their online contact form.

2) you actually received a response. Better than could be said about some companies.

3) you didn't like their answer even though it did answer your question.

4) you decide that the entire company is crap because you didn't like their answer.


See, I would handle this differently.

1) I would email/message them again and ask if they know who distributes their products in the area. If they couldn't give me the answer, I'd try a few of the gun stores in my area to determine if they know anything about the rifle's arrival. (maybe you've done this, but you left it out if you did)

2) I would realize that the people answering the questions from Kel-Tec's web message system are likely different than the rest of their customer service (i.e. the guys who fix firearm issues are probably not the same people answering their web messages).

3) I would call and talk to a real person if I could.

4) Unless there were loads of other people who had legitimate issues with their CS, I wouldn't exclude an entire company based on a single three word message that actually answered my question.


No offense, but it sounds like you were looking for a reason to dismiss them.


Just so everyone knows, the Webpage is setup to type your email address, name, phone, and message in to the box. If I had drafted an actual email, It would have been sent proper.
Click to expand...

Hmmm...so web message systems keep you from using proper grammar? :scrutiny:
 
Last edited:
Oh, I forgot to add that Kel-Tec closes every year before Xmas and returns after new years for vacation during the holidays, then they pack up and go to Shot Show in Jan.

When they finally all get back, I would imagine they are over-powered by backed-up emails.


This from their website:
All orders placed after 12/17/2009 will be processed on 01/04/2010 due to the holiday season.
In otherwords, they were closed for two weeks.

You might have been getting email replies from the janitor or night watchman!!

rc
 
My only dealings with Kel-Tec were excellent. I called and spoke with a real person though.
 
Kel-Tec Customer Service

I bought a lightly used Kel-Tec SU16A. The manual and screwdriver tool were missing.

I called Kel-Tec and asked what it would cost to obtain those. The guy I asked said, "Well, I'll need your address." When I inquired what it it would cost, he said, "All I need is your address."

I gave him the address and had the manual and tool in less than a week.

Looking forward to their PMR-30. (You know, that really short, stockless, one-handed rifle they're about to release.)

 
No offense, but it sounds like you were looking for a reason to dismiss them.
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Not at All...

I have emailed about 20-30 firearms manufacturers over the past 2 years, Lately (in the last 3 weeks, I emailed Gemtech and AAC. I got replys from both, that were very helpful!! I have also sent emails to smaller outfits like Bond Arms, and Bersa usa. Both sent me Tons of info!!! both about the distributors and where I could get one local!!!!!! More then helpful!!! I have nothing against the Kel-tec product, I just dont want to have to deal with the crappy CS... thats all
 
I have emailed about 20-30 firearms manufacturers over the past 2 years, Lately (in the last 3 weeks, I emailed Gemtech and AAC. I got replys from both, that were very helpful!! I have also sent emails to smaller outfits like Bond Arms, and Bersa usa. Both sent me Tons of info!!! both about the distributors and where I could get one local!!!!!! More then helpful!!! I have nothing against the Kel-tec product, I just dont want to have to deal with the crappy CS... thats all
Click to expand...

Cool. Good to know other companies' CS has been good to you.

Since you know you should ask about their distributors and gun stores that carry their product, why didn't you ask Kel-Tec the same type of question.

Instead you asked when the firearm would be available in your area. As others have said, this is probably not something they know.

*shrug* Just because Kel-Tec didn't read your mind for the info you wanted or didn't think to supply you with a lot of info might be a bit less than desired, but it doesn't mean their customer service is bad.
 
I could care less at this point, I have been looking at reviews lately (since the email) and I think I will go a different direction...
 
Sweet. Let us know what you decide to get instead (post pics!). For the money you saved up for that Kel-Tec rifle, you should be able to get something good.


Seems like the thread has resolved itself.
 
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