Springfield Custom screws up BIG TIME

[Objekt]

A few weeks ago, I sent my .45 XD slide off to Springfield Custom to have night sights installed. On 15 Nov, they charged my credit card, so I figured my slide should be on its way.

Now it's the penultimate day of November, and I still don't have my slide - not even so much as a UPS InfoNotice indicating attempted delivery. So, I emailed the Custom shop to ask whether my slide had been shipped.

She replied with a package tracking number, and said it had been shipped out on 15 November, when they charged my credit card. Entering the tracking number at the UPS website, I found it had indeed been delivered, over a week ago...

...to the WRONG ADDRESS.

They sent my slide to some random address, in Lompoc, CA. That's not even the correct state, let alone correct city.

I don't know what the hell they're smoking at SA Custom. I clearly indicated my correct address on the order form sent in with the slide. It's a good thing I kept a copy of the order form.

I immediately responded with an email of my own, pointing out the error. It was already after business hours or I would have called, too. I'll update this thread when/if I find out how this is going to be resolved.

Some random goober in California now has MY XD slide!

[AKM]

I'll be interested to see how this turns out. But note to self: SA may not be the best choice for having night sights installed...
.

[chupacabrachus]

I'm interested to see how this turns out.

[UW Mitch]

I'm gonna guess that if you're calm voiced but firm, Deb at custom shop will be very apologetic and I'm certain they'll take care of you. The few times I've spoken with her on the phone she's been very friendly and helpful. Please keep us posted.

[beardman2]

yes remain very calm. Start of sweet as could be. the "isn't this funny" voice. only get more stern when you need too.

As a former tech support nerd I can tell you the people that called in with problems who were unhappy but ok got a lot more help than those that called in sure that you personally were trying to rip them off.

Don't even bring up the "I'll sue" argument. We had a paper tapped to our desks that if anyone said that they got read the mailing address of our legal department and thats all they ever got after that.

[O.C. 4 U]

I hope everything works out. Keep us informed.

[Objekt]

I'm done being angry about it, and more concerned about getting my slide back than the "why." I simply asked her to contact me ASAP about fixing the situation. Deb has always been timely in getting back to me, so I suspect I'll get an email or phone call soon after they open for business tomorrow.

The best outcome would be for an honest person in Random City, CA to send my slide back when contacted by Springfield about the mix-up (not holding my breath on that one). I guess Springfield could have UPS pick it up.

Barring that, I suspect Springfield will have to fit a new slide, which means I'll have to send in the frame and barrel also.

[VAXDGUY]

Originally Posted by Objekt

I'm done being angry about it, and more concerned about getting my slide back than the "why." I simply asked her to contact me ASAP about fixing the situation. Deb has always been timely in getting back to me, so I suspect I'll get an email or phone call soon after they open for business tomorrow.

The best outcome would be for an honest person in Random City, CA to send my slide back when contacted by Springfield about the mix-up (not holding my breath on that one). I guess Springfield could have UPS pick it up.

Barring that, I suspect Springfield will have to fit a new slide, which means I'll have to send in the frame and barrel also.

Fit a new slide? Aren't they such commodity parts that that's not necessary? That they'd just put the sights in a new slide, send it back to you, and then you drop in your barrel and put it on your frame? Or am I missing something here?

[Jon Smykal]

Originally Posted by beardman2

Don't even bring up the "I'll sue" argument. We had a paper tapped to our desks that if anyone said that they got read the mailing address of our legal department and thats all they ever got after that.

+1

I've gotten that a few times at the bank. When someone threatens to sue, it usually frightens the customer service rep, and they forward the call to legal.

The best way is to ask nicely, but be stern; try to be "friends" with the support person on the other end. I know when I'm friendly with one of my customers, it makes me feel more like "their problem is my problem" and I don't want to put my banker/customer relationship in jeopardy. If someone threatens me, or is a total jerk, it really makes me bitter about the situation.

Basically, put yourself in there shoes, see how you would react in different scenarios, and apply the best result to the actual situation. That's the best advice I can think up.

[Objekt]

Originally Posted by VAXDGUY

Fit a new slide? Aren't they such commodity parts that that's not necessary? That they'd just put the sights in a new slide, send it back to you, and then you drop in your barrel and put it on your frame? Or am I missing something here?

In my (limited) experience with gunsmithing, there's rarely, if ever, such a thing as a true "drop in" part, even for a production gun like the XD. This is particularly so for a part that interacts with several other moving parts, including attach points on the frame and barrel. I assume some minor fitting is necessary to get everything working smoothly, though not nearly to the level needed to produce something like a 50-yd bullseye pistol.

Then again, I could be totally wrong.