USFA Customer Service - a true story

[wileycoyote]

thought you'd all enjoy hearing this story:

friday i picked up a used Rodeo that was shipped to my FFL in town. i had purchased it on-line from another SA forum buddy.

i bought it sight-unseen so was disappointed to find the former owner had "regulated" the front sight using a hammer, bending the blade into a crescent shape.

saturday morning i email Gary at USFA asking if USFA would be willing to repair it for me.

within minutes i got back a reply from him answering all my questions, including best methods for shipping, estimated cost (very reasonable), his concerns about how i'd prefer any refinishing, etc.

not just helpful, but friendly and professional. the man is amazing and apparently even works weekends!!!!

sunday i test fired the weapon. other than having to look at a very bent-over sight blade, the day was a great success. it preformed perfectly. it shoot to POA and make nice small groups. a peach.

monday morning i FedEx'ed it to USFA by overnight air.

tuesday morning i received a call from gary saying it was finished and ready to be returned to me unless i wanted anything else done to it.

he said they replaced the front sight blade, regulated it and test fired it. he then added that i'd be receiving the test-target too.

customer repair done in less than 24 hours??? whoa, hold on there - think about that: they didn't get it until tuesday morning. that within hours of receiving it!!!! totally unheard of.

as it needed nothing else done to it, gary said he was returning it that day.

one-day turnaround. can you guys believe this???

i couldn't be any happier. i'm sticking with USFA.

thnx gary!!!!

 

[Shotgun Franklin]

I got about the same service from Marlin. My .38-55 CB needed the chamber opened to allow the proper sized lead bullets. No charge and prompt return. It, at least seems, that the old days of poor service have ended for some companies.

[Old Doc]

I called USFA recently to discuss available grips for my Gunslinger. I was transferred to Gary and he was very helpful and informative. Curious as to what shipping to USFA set you back as we are forced by both FedEx and UPS to use their overnight service. I recently sent a gun to Bob James for an action job. It cost me with insurance $85 going out and $75 coming back. Total shipping was more than the action work. Outrageous!

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[wileycoyote]

I called USFA recently to discuss available grips for my Gunslinger. I was transferred to Gary and he was very helpful and informative. Curious as to what shipping to USFA set you back as we are forced by both FedEx and UPS to use their overnight service. I recently sent a gun to Bob James for an action job. It cost me with insurance $85 going out and $75 coming back. Total shipping was more than the action work. Outrageous!

agreed!!! i've been wondering about that myself: i shipped via a Mail-box-type store who said i could only ship OVERNIGHT so it cost me $68, yet i buy handguns all the time from guys on the forums and they charge me what it cost them, usually $25-30.

i was under the impression that shipments back to the factory doesn't require an FFL but is it better to use a dealer to handle the shipment? do FFL holders get a break?

is there a way to ship via 2-DAY, instead of overnight? i tried shipping via the Post Office but they wouldn't even take it without an FFL.

[theirishguard]

As a FFL dealer for 28 years, I have received and shipped alot of firearms. I have found that the rates for both FedEx and UPS have increased alot over the years. First, neither of them really want to ship firearms and ammo. So, they only ship by next day air, which is the highest rate. Most dealers don't ship that much volume to get a better rate. Having said that, manufacturers and distributors, usually do and get a better rate ie: second day air. Most companies I buy from ship via UPS, some get second day air rates. USFA ships via FedEx, usually second day air. One company even ships USPS priorty mail, 3 day service, by my request. Since I sell a high percentage of guns out of state, I use USPS priorty mail to the customers local FFL dealer. This helps in keeping the costs down. Another thing to think about is the cost of insurance on that firearm, can cost more than shipping. I hope this helps.  Tom

[Old Doc]

agreed!!! i've been wondering about that myself: i shipped via a Mail-box-type store who said i could only ship OVERNIGHT so it cost me $68, yet i buy handguns all the time from guys on the forums and they charge me what it cost them, usually $25-30.

i was under the impression that shipments back to the factory doesn't require an FFL but is it better to use a dealer to handle the shipment? do FFL holders get a break?

is there a way to ship via 2-DAY, instead of overnight? i tried shipping via the Post Office but they wouldn't even take it without an FFL.

I'm amazed that you were able to ship from a Mail-Box type store. Usaully these places won't touch a firearm with a ten foot pole. I had one of them tell me they would not ship a screw if they knew it came off of a firearm. The rules of both UPS and FedEx are posted on their websites and require that you ship firearms from a UPS or FedEx "Center".They even tell you that you can't ship from their mail box type stores. In the case of handguns (and perhaps long guns, I don't recall) they have to go "overnight air, adult signature required". This was a rule they instituted a few years back because too many guns were being stolen by their own employees. Instead of cleaning up their act, they require you to spend more money so THEY can keep better track of the guns. The post office is probably cheaper but only FFL holders can use the post office for handguns. When sending any gun for repair or other work, usually the person you are shipping to will have an FFL. It is helpful to have a copy of it with you when you ship the gun as you may be asked for it. Might not be an issue if you are shipping to "Remington Firearms" or the like but if you are shipping to "Joe Blow-gunsmith" it may come in handy.

[Ten Wolves Fiveshooter]

 Her in So. California, I've sent handguns out from UPS, and Fedex, I used the mailbox type stores to do this, with no problem, and that was after asking if it was OK to do it this was way, and I was told "No Problem" and that my package would go over night.

When receiving my gun back, it was sent directly to me at home, and I had to sign for it. The only time an FFL is needed is if the hand gun is being sold or a transfer in ownership is being done, at least that's how it works here.

 
                   tEN wOLVES


                      

[WaddWatsonEllis]

I just shipped a Baikal SXS from a CA 'mailbox' type store to Steve's Guns in Port Arthur TX.

I built a shipping crate around a SXS foam shipping inner container  .... 3/16" plywood on the sides and 1X3 poplar
edges... I must have had 40 screws in each side ... the person running the 'mailbox' said he would take my word that it was not loaded rather then unscrewing the 40 plus screws per side ... *S*

The crate and shotgun was heavy ... 10 or 15 pounds ... and I don't remember the cost, but it was under $50 ... the only hitch was that regs required an 'adult signature' to recieve it .... it took four or five days (over a weekend) and two attempts to deliver it (no adults available 1st attempt).

Here in CA, at least here in Sacto, you can ship a long gun withouth a FFL if no sale is going on (i.e., no change of hands). But pistols require an FFL regardless. I have found an FFL who only charges $60 an almost unheard of cheap price here on the left coast ....

[RRio]

thought you'd all enjoy hearing this story:

friday i picked up a used Rodeo that was shipped to my FFL in town. i had purchased it on-line from another SA forum buddy.

i bought it sight-unseen so was disappointed to find the former owner had "regulated" the front sight using a hammer, bending the blade into a crescent shape.

saturday morning i email Gary at USFA asking if USFA would be willing to repair it for me.

within minutes i got back a reply from him answering all my questions, including best methods for shipping, estimated cost (very reasonable), his concerns about how i'd prefer any refinishing, etc.

not just helpful, but friendly and professional. the man is amazing and apparently even works weekends!!!!

sunday i test fired the weapon. other than having to look at a very bent-over sight blade, the day was a great success. it preformed perfectly. it shoot to POA and make nice small groups. a peach.

monday morning i FedEx'ed it to USFA by overnight air.

tuesday morning i received a call from gary saying it was finished and ready to be returned to me unless i wanted anything else done to it.

he said they replaced the front sight blade, regulated it and test fired it. he then added that i'd be receiving the test-target too.

customer repair done in less than 24 hours??? whoa, hold on there - think about that: they didn't get it until tuesday morning. that within hours of receiving it!!!! totally unheard of.

as it needed nothing else done to it, gary said he was returning it that day.

one-day turnaround. can you guys believe this???

i couldn't be any happier. i'm sticking with USFA.

thnx gary!!!!

 

I believe we got off topic a little, but hopefully this will get us back on track.  

[wileycoyote]

while its true that we may have gotten off topic Rawhide Rio, but i will say it's been incredibly informative. thnx everyone !!!!

[theirishguard]

during the last 15 years of doing business with USFA, I can say that their customer service is outstanding. Tom

[Old Doc]

Her in So. California, I've sent handguns out from UPS, and Fedex, I used the mailbox type stores to do this, with no problem, and that was after asking if it was OK to do it this was way, and I was told "No Problem" and that my package would go over night.

When receiving my gun back, it was sent directly to me at home, and I had to sign for it. The only time an FFL is needed is if the hand gun is being sold or a transfer in ownership is being done, at least that's how it works here.

 
                   tEN wOLVES


                      

I apologize for any further derailing of the thread but the UPS regulations are posted online and FedEx rules are similar. The following is a quote from the UPS website:

"You can ship a firearm,excluding handguns, from a UPS daily pick-up account, UPS on-call pick-up, one time pick-up or a UPS Customer Center. Note, firearms are not accepted thru UPS Internet shipping, UPS drop boxes or at the UPS Store or any third party retailer.
Handguns may only be shipped from UPS daily pick-up accounts or through UPS Customer Centers."

If your "mail box type" store (which is likely either a UPS Store or a third party retailer) has a relationship with UPS or FedEx and shipped your gun ESPECIALLY a handgun, it is in violation of UPS regulations. The reason this is significant is that in the case of loss or damage of your firearm, FedEx will go to any extreme to avoid re-imbursing you and in your case will claim that the mail box store had no business accepting the gun and that they, UPS, are not responsible.

[wileycoyote]

thnx doc. important and scary info. 

[Ten Wolves Fiveshooter]

Howdy Doc.

       I checked into what you're saying, and my UPS mail box store did send my gun out over night, but the owner told me it was in violation, it was one of his employees, that wasn't up on the laws. I guess I was lucky nothing happened to my gun and all turned out fine, it could have gone the other way for sure.

                So thanks for the heads up.

      it's also been my understanding that USFA, has great customer service.

                Regards

              tEN wOLVES 

[wileycoyote]

UPDATE TO THE UPDATE REGARDING USFA CUSTOMER SERVICE:

my rodeo was returned exactly as expected. sight was replaced, workmanship was top-draw and it came with a test-target. target showed a tiny little group centered in the ten-ring.

and testing it on paper proved it was perfectly regulated.

another job well done. what great customer service.

BRAVO USFA!!!

and thank you again gary for your personal touch. 

[RRio]

Glad to hear that. 

[Shadow SD]

If shipping handguns back to manufacturer or gunsmiths, I'd recommend developing a friendship with your local "Gun Shop" owner, (as I did), and have him ship it through his business.  Regardless of where it's shipped within the US, he's never charged me more than $15. to $20. If it works for me, there's a good chance it will work for you!  However, other dealers may see it as an opportunity to make a profit.  It's uncertain at best, but worth a try.  Good luck.
Shadow SD
P.S.  Coyote - I've had the same outstanding customer service experience with Gary Granger, and yes, he's responded to me several times regarding USFA inquiries on weekends as well.  This guy's amazing, and unquestionably an integral and most significant part of USFA's tremendous success.