Received my standard mfg. SAA UPDATE #10. 7/10 It's back #41

[Luvmine]

Boy, what a nasty ***! At least they, and I use the term loosely, fixed it and refunded the shipping. I guess my concern would be what caused that turn line in the first place and will it happen again.

After I got my gun back, I’d send a letter to the president, along with your emails to this employee. I would also include this thread. Tell him, this is no way to treat a customer and this is the negative publicity that comes from it.
Thanks for keeping us updated.

 

[Luvmine]

I’m not sure of the name but it looks like the initials DM or BM. Is this the guy you are dealing with? We have three different guns here, none of which I would say were perfect.

 

[deno56]

Boy, what a nasty ***! At least they, and I use the term loosely, fixed it and refunded the shipping. I guess my concern would be what caused that turn line in the first place and will it happen again.

After I got my gun back, I’d send a letter to the president, along with your emails to this employee. I would also include this thread. Tell him, this is no way to treat a customer and this is the negative publicity that comes from it.
Thanks for keeping us updated.

They are not going to refund my shipping, they are not going to charge me to ship back to me. I asked for the presidents contact information, but did not receive it. They have a Facebook account after I receive the gun back I will leave a negative review on there.

 

[Luvmine]

I asked for the presidents contact information, but did not receive it. They have a Facebook account after I receive the gun back I will leave a negative review on there.

His name is Louis Frutuoso. They are a privately held company and you already have the address. Hope this helps

 

[deno56]

I’m not sure of the name but it looks like the initials DM. Is this the guy you are dealing with? We have three different guns here, none of which I would say were perfect.

The first email I receive was singed Rich no last name. He is the final inspector and who I sent the gun back to. I called and the lady who answered the phone said that I properly bruised his ego, is why his emails are so rude!

 

[jeffrefrig]

I’m not sure of the name but it looks like the initials DM or BM. Is this the guy you are dealing with? We have three different guns here, none of which I would say were perfect.

You would think they'd put the ser. no. on that little note. This thread plus disappointed Ruger revolver purchasers, including myself, is why I don't think I will ever order a new gun online ever again. I haven't heard any complaints about new S&Ws, other than the lock. I suppose I'll spend the extra few bucks and buy from a store, where I can touch it with my eyes & hands. They can't blame this on the Cootie Virus.

 

[rays44]

This is the reply I got today, " After very close inspection there is no rough spot in the frame or where the screw is. We looked at it with a stereoscope. Regarding the scratch I checked archive photos there was no scratch when I put it in the box I am the last person to touch the gun.

Regardless I fixed it for you and I wont charge you for shipping even though I should. It's being shipped today". So I guess I spent $1,895.00
for a gun and put a scratch around the entire cylinder so I could pay to send it back. I will not spent any more of my money with them.

"No rough spot in the frame or where the screw is". On my USFA Colt clone. there has to be at least .012" clearance between the frame and cylinder (just eyeballed it). Even less clearance on the top strap. That's a mighty big burr. Did he fix the cause or the effect?
Or were these "magic grits" ( My Cousin Vinnie)

 

[Xfuzz]

Colt...Bro.....Colt.

 

[deno56]

sending this letter tomorrow

Dear Mr. Frutuoso,
My name is David Eno. I had heard a lot of wonderful things about your product so I bought a SA revolver SN# 1147 from your company on 6/6/2020 and could hardly wait for its arrival. I received it on 7/2/2020. When I got it home and worked the action, I saw a line around the cylinder. I removed the cylinder and could feel a rough spot on the frame. I took pictures and sent them to your customer service department, letting them know that when I rotated the cylinder, I saw the line, (I called it a scratch). I received what I would consider a very rude reply implying that I had damaged the gun. I sent it back, at my expense ($85.00), only to receive this very rude email:
{Dear Eno,
After very close inspection there is no rough spot in the frame or where the screw is. We looked at it with a stereoscope. Regarding the scratch I checked archive photos there was no scratch when I put it in the box. I am the last person to touch the gun.

Regardless I fixed it for you and I won’t charge you for shipping even though I should. It's being shipped today.}

I did not put the line on the cylinder, in fact I would like someone to tell me how I could have put the line on the cylinder.

To quote Sam Walton “The customer can fire anyone including the President of the Company simply by spending his money elsewhere!”
Insulting your customers or implying that your customers lie is no way to keep them. I will not buy from your company again.

 

[CZU]

Seems to me that the cylinder was never rotated at the factory otherwise it would have had the damage when you received it. Or maybe they had already damaged one cylinder and instead of fixing the problem they put a new one in and sent it out. I would've tried my darndest to take macro pics of that burr before I sent it back. I would be scared to death of even thinking about rotating that cylinder now.

They have lost me as a potential customer, I'll just be happy with my Uberti Flattop Target. The only thing that was wrong with it was dried grease on the ejector rod housing. A little gasoline fixed that.

 

[deno56]

Seems to me that the cylinder was never rotated at the factory otherwise it would have had the damage when you received it. Or maybe they had already damaged one cylinder and instead of fixing the problem they put a new one in and sent it out. I would've tried my darndest to take macro pics of that burr before I sent it back. I would be scared to death of even thinking about rotating that cylinder now.

They have lost me as a potential customer, I'll just be happy with my Uberti Flattop Target. The only thing that was wrong with it was dried grease on the ejector rod housing. A little gasoline fixed that.

Yea, I have 4 Uberti's I should of just been happy with them.

 

[6518John]

David—I admire you tremendously for not putting up with this and how you are handling. The smart-aleck comment “ I won’t charge you for shipping even though I should” would have ripped it with me. I believe after that, I would have told them to keep the gun and send me my money back.

I would not back off of this until you get in contact with the boss. It may do no good, generally attitudes trickle down from the top, but he owes you an apology.

Any of us can make a mistake, but continuing to compound it with insulting comments is inexcusable. The best advice I ever heard was from Coach Holtz—“when you get in a hole, stop digging.” They need to stop digging.

 

[Luvmine]

You have to see the message that comes up on their website about how busy they are and please don’t call or email to check on the status of your order. That part is OK, here’s the part that gets me, it ends with, “We are a gun manufacturer and not Amazon Prime”. Come on Standard, is that really necessary.

 

[BigMuddy]

Very disappointing! To those that have their guns, keep them NIB if you can. When they are out of business you’ll be able to double your investment just like USFA’s.

Was considering one in 44 Special but I think I’ll pass now.

Dan

 

[CBH44]

I wonder, did you received your SA directly from Standard Mfg or via a LGS. Many a SA has been twirled and dropped by wannabe cowboys behind the counter.

 

[Walter Rego]

Deno56, good letter to Mr. Frutuoso but if I had written it, I would have suggested to him that he have a little closed door session with inspector Rich and explain the finer points of customer service and diplomacy.
It appears that around 1150 or so of the Standard Mfg. Co. single actions have been shipped and this is the first one that I have read anyone complain about on any of the gun forums. I would not be deterred from buying one unless I start to see more anecdotes like this example.

Perhaps Rich, like many people today is stressed out and cranky due to the current situation in our country. Not an excuse of course and an apology from him would be in order. A little righteous indignation on your part is justified but you might have given the boss a chance to smack his rude employee around a little and (hopefully) refund your shipping cost before telling him that he has lost you as a customer.

Let us know if he sees the light....

 

[Engineer1911]

I've seen the light. The color case hardened 1911 that was on my buying plan is scratched off. Maybe I'll buy a third S&W 1911 in used condition.

 

[deno56]

I wonder, did you received your SA directly from Standard Mfg or via a LGS. Many a SA has been twirled and dropped by wannabe cowboys behind the counter.

I ordered directly from Standard MFG.

 

[Injunbro]

I was considering buying one, not anymore. Unless their CS attitude improves a lot they'll be history in a couple of years.

 

[6string]

This is the reply I got today, " After very close inspection there is no rough spot in the frame or where the screw is. We looked at it with a stereoscope. Regarding the scratch I checked archive photos there was no scratch when I put it in the box I am the last person to touch the gun.

Regardless I fixed it for you and I wont charge you for shipping even though I should. It's being shipped today". So I guess I spent $1,895.00
for a gun and put a scratch around the entire cylinder so I could pay to send it back. I will not spent any more of my money with them.

What's really sad is the opportunity the company missed.
They fixed the scratch, so that's done.
Imagine if he said:
"We were unable to ascertain the cause of the scratch. However, your gun has been repaired at our cost. We are sorry for your inconvenience and trust that our efforts to correct the problem will meet with your satisfaction. We hope to have the pleasure of serving you again in the future."

That's how you build loyal customers, especially if you are sincere.

Jim