Like many of you, I have owned a wide array of firearms and ancillary products over the years. Also like many of you, I have had stuff break or go wrong which led me to explore the quality of customer service. I know that I started the thread title negative but the best customer service I have had was actually from Schmidt and Bender. I bought 5 x 25 PMII off the forums almost a decade ago. I contacted the company and sent the scope in. They changed the reticle, they reversed the turrets from CW to CCW, they kept me informed every step of the way. I got notified when they received it, when work was being performed, when it was tested for function, when it was shipped back. Schmidt and Bender was completely awesome.
I had an issue with a KAC upper that I could not resolve myself, largely because of the unavailable tool and parts. After six months of trying to find things, multiple emails to the company (never a single response back) I brought the upper to an authorized KAC dealer. Apparently that did not mean anything as they ignored order request from the dealer, they also did not respond to the gunsmith and it took ten more months for the problem to resolve. The experience was so bad for the Gunsmith that the authorized KAC dealer will no longer service their rifles for repair. They will only do things like change the muzzle device or mount a scope.
I had an issue with a KAC upper that I could not resolve myself, largely because of the unavailable tool and parts. After six months of trying to find things, multiple emails to the company (never a single response back) I brought the upper to an authorized KAC dealer. Apparently that did not mean anything as they ignored order request from the dealer, they also did not respond to the gunsmith and it took ten more months for the problem to resolve. The experience was so bad for the Gunsmith that the authorized KAC dealer will no longer service their rifles for repair. They will only do things like change the muzzle device or mount a scope.