I know that there has been a lot of negative attention towards Mark Larue lately, but I want everyone to know that while he MAY be a douche on the forums (I don't personally know, I never checked out the AR-15 thread) the quality control and customer service remain to be top notch. Keep in mind- I am not a "fanboy" because it certainly isn't the cool thing around here to be a LT owner, and this is the only place I post. Here is my story:
I bought a Larue OBR 7.62 on gunbroker at the end of October. I couldn't find a bad review on the rifle, especially concerning the accuracy, and the deal was right. The gun had been bought new and never was shot, and included a ton of extras, so it really made sense to me. However, it was setup with the A2 stock, so when I used the OBR mount (included in the auction) to mount my US Optics 1.8-10x37 on it, the cheek height was way too low- an issue caused by the 20moa top rail. So I got a hold of a well respected AR parts dealer who set me up with everything I needed to convert it to a collapsible stock setup:
LMT 6-pos milspec buffer tube
LMT back plate
LMT castle nut
LMT h1 carbine buffer
Magpul CTR stock
Magpul .5 inch CTR riser
Magpul .7 inch butt pad
It came in a few days later, so I installed it all, and took it to the range the next day. Everything went fine, but the mag catch wasn't working. The next range session, the feed reliability went way downhill, along with the mag catch not working.
I called Larue Tactical the next day, and explained the situation, thinking I just needed a new mag catch. The guy I talked to was adamant I ship the rifle back, he promptly emailed me a UPS 2 day shipping label (no cost) because they wanted to make sure it was right.
It got there 2 days later and I promptly got a call. "Hey, this is Alfred at Larue Tactical, and we figured out the problem: you have an AR-15 buffer tube on here, and you need an AR-10 tube. Also, you should have a different spring and an H2 buffer."
So I got a hold of my AR parts guy, he's a good guy on here so I won't name his name, and let him know. Apparently, LMT told him that it is the same tube for AR-15 or AR-10, but upon measuring his own MWS, he confirmed that the tube was actually longer.
So I called LT back, told them what was up, and they say "no problem, we've got you all fixed up, we're going to function test it a bit more, and get it back to you."
A few days later, I got shipping confirmation, and my rifle came back 3 days after that, with my wrong parts bagged up.
My total bill for this: <span style="font-weight: bold">$0</span>. I didn't buy the gun new from them, I was the one who screwed it up, and they fixed it on their coin, and WERE HAPPY TO DO IT! They sounded cheerful on the phone and glad to help me out. I offered to pay but they said that I didn't have a bill.
In this day and age, this is truly exceptional customer service, and I didn't feel it was fair to them NOT to share it, especially in the negative light they have been portrayed in. Keep in mind, I am not a LT fanboy, but this is really how you make a good customer for life.
-Bob
Edit- I have not had it to the range since being fixed, but I am pretty confident based on the whole experience that it will now cycle. The bolt catch does work now- what was happening was this: the bolt carrier travel was limited by the short tube, it couldn't go back far enough for the mag catch to engage the bolt face. I thought the mag catch was slipping on the bolt carrier, not realizing it is supposed to grab the bolt itself.
I bought a Larue OBR 7.62 on gunbroker at the end of October. I couldn't find a bad review on the rifle, especially concerning the accuracy, and the deal was right. The gun had been bought new and never was shot, and included a ton of extras, so it really made sense to me. However, it was setup with the A2 stock, so when I used the OBR mount (included in the auction) to mount my US Optics 1.8-10x37 on it, the cheek height was way too low- an issue caused by the 20moa top rail. So I got a hold of a well respected AR parts dealer who set me up with everything I needed to convert it to a collapsible stock setup:
LMT 6-pos milspec buffer tube
LMT back plate
LMT castle nut
LMT h1 carbine buffer
Magpul CTR stock
Magpul .5 inch CTR riser
Magpul .7 inch butt pad
It came in a few days later, so I installed it all, and took it to the range the next day. Everything went fine, but the mag catch wasn't working. The next range session, the feed reliability went way downhill, along with the mag catch not working.
I called Larue Tactical the next day, and explained the situation, thinking I just needed a new mag catch. The guy I talked to was adamant I ship the rifle back, he promptly emailed me a UPS 2 day shipping label (no cost) because they wanted to make sure it was right.
It got there 2 days later and I promptly got a call. "Hey, this is Alfred at Larue Tactical, and we figured out the problem: you have an AR-15 buffer tube on here, and you need an AR-10 tube. Also, you should have a different spring and an H2 buffer."
So I got a hold of my AR parts guy, he's a good guy on here so I won't name his name, and let him know. Apparently, LMT told him that it is the same tube for AR-15 or AR-10, but upon measuring his own MWS, he confirmed that the tube was actually longer.
So I called LT back, told them what was up, and they say "no problem, we've got you all fixed up, we're going to function test it a bit more, and get it back to you."
A few days later, I got shipping confirmation, and my rifle came back 3 days after that, with my wrong parts bagged up.
My total bill for this: <span style="font-weight: bold">$0</span>. I didn't buy the gun new from them, I was the one who screwed it up, and they fixed it on their coin, and WERE HAPPY TO DO IT! They sounded cheerful on the phone and glad to help me out. I offered to pay but they said that I didn't have a bill.
In this day and age, this is truly exceptional customer service, and I didn't feel it was fair to them NOT to share it, especially in the negative light they have been portrayed in. Keep in mind, I am not a LT fanboy, but this is really how you make a good customer for life.
-Bob
Edit- I have not had it to the range since being fixed, but I am pretty confident based on the whole experience that it will now cycle. The bolt catch does work now- what was happening was this: the bolt carrier travel was limited by the short tube, it couldn't go back far enough for the mag catch to engage the bolt face. I thought the mag catch was slipping on the bolt carrier, not realizing it is supposed to grab the bolt itself.
I was one of those lucky people who wasn't happy with my ARMS aimpoint mount. I'm more than happy with my FREE Larue mount. There's something to be said about a company that's willing to handle other companies complaints by replacing that product with one of their own!!! Mark Larue and his company are lots in my book 
