Sent two emails over the past six days to have my new Pug repaired, and have yet to receive a response. Experiencing very light hammer strikes. Makes the gun useless. So far, not impressed. I've owned quite a few NAA mini revolvers over the years and have never had to contact CS about any of them. All were flawless. Is this the norm for service?

Quote from: Ceemo on October-15-24 13:10Sent two emails over the past six days to have my new Pug repaired, and have yet to receive a response. Experiencing very light hammer strikes. Makes the gun useless. So far, not impressed. I've owned quite a few NAA mini revolvers over the years and have never had to contact CS about any of them. All were flawless. Is this the norm for service?

Sorry to hear that! Can you send me your email or name and I can have them check up on it?

Thanks
Rachel

I blame today's technology. Emails get lost in the automated process. I sent a request to Savage Arms Oct. 7th and immediatley got a quick response, "Your request has been received and is being reviewed by our support staff."
I haven't heard back yet!

Quote from: Ceemo on October-15-24 13:10Sent two emails over the past six days to have my new Pug repaired, and have yet to receive a response. Experiencing very light hammer strikes. Makes the gun useless. So far, not impressed. I've owned quite a few NAA mini revolvers over the years and have never had to contact CS about any of them. All were flawless. Is this the norm for service?

i think you are better off calling

Heck yes a phone call is the second best way to get attention , the first is to get right up into the peoples face nose to nose especially if theres a problem . Ha ,Ha . By the way thats the New York way of getting attention quickly but todays world it would probably end up as a good old blazing Mexican standoff ,Ha . Your point would surely be made ...............................................................................................
  Besides cell phones and computers are the worst form of communication ever devised , pigeons would be more reliable than these electronic pieces of junk . Heck I figure mankind will be killed off by AI computers because we are thought to be a maligned virus thats destroying the planet . Wouldn't be far off right .        

OH, OH, we are getting ready to hear about global warming killing all the coral in the oceans. 

emailing and texting are very ineffective in some situations in my opinion. there are issues and problems and communications that are nuanced or are just easier to explain and have a quick, clear back and forth than laboring to type it all out and perhaps not being totally understood

But then calling a customer service number usually puts you on hold with a waiting list stating you are 8th
in line!
And then the recording says, "your call is important to us so please stay on the lne." 

I have to comment with my experience. My Guardian failed and was replaced it took a while but they had to actually manufacture one for me. My LR mini failed they repaired it and sent it back within 2 weeks. I experienced a small issue with the new guardian and I'll have it back tomorrow they got it last Monday. What could have been a stressful experience Whitney Mitchell at NAA was wonderful and very professional. It made all the difference in the world.

I retired after 43 years of automotive service. Customer satisfaction was very important, Did everything go right every time? No but having patience and understanding makes for a much less stressful experience for customers and manufacturers.

NAA is very good at taking care of business give them the chance and be patient.   

Always there are hurtles to jump being under new management and todays environment in the business world ..

Quote from: dinooch on October-27-24 03:10I have to comment with my experience. My Guardian failed and was replaced it took a while but they had to actually manufacture one for me. My LR mini failed they repaired it and sent it back within 2 weeks. I experienced a small issue with the new guardian and I'll have it back tomorrow they got it last Monday. What could have been a stressful experience Whitney Mitchell at NAA was wonderful and very professional. It made all the difference in the world.

I retired after 43 years of automotive service. Customer satisfaction was very important, Did everything go right every time? No but having patience and understanding makes for a much less stressful experience for customers and manufacturers.

NAA is very good at taking care of business give them the chance and be patient.   

who paid to ship it back to them. them or you?

I didn't pay anything for either the repair or replacement shipping. They were very professional and showed they actually cared about my satisfaction.

I can't throw stones they gave me no reason.

It doesn't get any better than that unless they hand delivered the gun back to you . NAA is AAAAA +++++ .  

Quote from: OV-1D on October-27-24 13:10It doesn't get any better than that unless they hand delivered the gun back to you . NAA is AAAAA +++++ .  

In some way they are. The FedEx van will be right out front of the house and I'll have it handed to me by the driver. Close as you can get.

Quote from: dinooch on October-27-24 11:10I didn't pay anything for either the repair or replacement shipping. They were very professional and showed they actually cared about my satisfaction.

I can't throw stones they gave me no reason.

good to hear

Well it's been since Oct 7th when I sent an email question to Savage Arms and got a reply right away stating they will respond soon. Now it's November and still no further communication.   
Maybe we should redifine it to Custeomer Severance!