Crimson Trace Customer Service?

[Hawg Rider]

The Backstory: I bought this gently used 2010 Model 627-5 about 10 years ago at my lgs after the previous owner had used it as a trade-in. It came with the box, papers, and tools, and a nice leather holster. It's been one of my favorite "traveling" handguns since that time...both in the SUV and on the H-D. The Crimson Trace LaserGrips (dated Aug. 2011) had been installed by the previous owner, and all I've ever had to do was replace the CR2032 batteries a couple of times.

The Issue: I took the 627-5 to the range the other day, and noticed that the CT laser's POA had shifted and needed to be adjusted. But guess what? I didn't get the special CT allen hex wrench when I bought the used revolver. I didn't think it would be a problem since the lgs has a gunsmith, and I should also be able to get a wrench from Ace or Home Depot. Not! The required hex wrench is the smallest in the world....028, and nobody stocks them. I contacted Crimson Trace Customer Service and received a quick reply that the .028 wrenches were available for sale on their website and they sent a link. Not! The wrench was shown on the website, but it was listed as "N/A", and without a price (even when I tried to put one in the Cart). A second type of improved wrench ($10) was listed as "Notify When Available". I finally ended up buying one online for $7- I just hope it fits the allen head adjustment screws. I replied to CT and suggested that they stock a few wrenches for their "vintage" LaserGrips instead of just showing pictures of them on their website. CT LaserGrips are $250+...I was hoping that CT might just send me a replacement wrench, but that wasn't the case. I know the grips are almost 12 years old, but really?! Sorry...I just needed to vent.

 

[SRT]

I have an extra one. PM me with your mailing address and I'll get it in the mail. Use it in good health.

Best,

SRT

 

[demkofour]

I have a 2012 set of the 405 grips for the J Frame. Sold them here on the Forum to a member who installed them and couldn’t get the dot zeroed in. Said he called CT customer service (at my advice) and was told the grips were too old for warranty. I took the grips back and refunded the guy.

I thereafter contacted CT by email and they responded in a timely fashion, including instructions on how to “reset” the windage and elevation. Worked like a charm. BTW, they also advised that if the reset didn’t work, they would have absolutely covered the grips under warranty.

 

[diyj98]

I had a set of Crimson Trace grips that died just after the warranty period. I contacted them hoping they might take a look at them and see if they were repairable for a reasonable fee. They told me that the grips were past the warranty period so the only thing they could do was offer me a new set at a discounted price. Their discounted price ended up being higher than several online places regular price. I just don't fool with them anymore.

 

[Liftrat]

I emailed them a few years ago when I lost a couple of mounting screws for the laser on my Ruger, and they sent me replacements as well as a fresh battery, free of charge, so I have no complaints about their CS. Of course that may have changed in the intervening years. Interesting note about the W&E "reset" by demkofour: I'd never heard about that.

 

[burneyr]

Crimson Trace had awesome customer service until S&W bought them out.

 

[colt_saa]

Crimson Trace has always been good to me.

When I replace batteries every couple of years I have them send me the replacements for all my lasers at the same time. They do this at no charge

And have been doing it for as long as I can remember

I find it difficult to believe they would not take care of a hex key.

I am in Cocoa Beach, PM me and I will bring you one.

 

[Hawg Rider]

I received the commercially made .028 hex wrench yesterday (ordered online), but it didn't fit the CT laser screw heads. I'm hoping that the screw heads themselves are not buggered, but I think it's the wrench- too big to fit into the screw heads. I used a dental pick to make sure that the screw heads were clean, and the pick definitely went down into the screw head. The wrench does not.

 

[Model 10-8]

Will the pistol fire with dead batteries?

 

[Hawg Rider]

LOL! Yes, the 627-5 shoots quite well without batteries and I can actually use the iron sights in lieu of the laser! Hahaha!

I want to thank a couple of very considerate Forum members for offering to provide me with a replacement CT hex wrench...SRT and Colt_saa. The S&W Forum is truly a family of friends and aficionados!