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  #1  
Old 03-20-2017, 02:49 PM
jsg34 jsg34 is offline
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Dan Wesson Service

I'm posting this to gather some opinions on my current service situation with Dan Wesson. As I posted in a previous thread, I purchased a brand new Dan Wesson 1911A2 Commander last week. I received the pistol on a Thursday and took it to the range on Saturday. After the range, I was breaking the pistol down to re-lube and I noticed that the front sight was so loose that I could easily slide it off with my fingers. I was quite discouraged as this pistol was about $1300 and was billed as being "Hand fitted." I sent an email to Keith at Dan Wesson and he replied this morning to send the slide in in a USPS flat rate box and he would see that it was fixed as soon as possible. I replied that I wanted to be sure I understood that Dan Wesson was not paying the shipping on what is clearly a warranty and quality control issue. Furthermore, I would have to pay insurance because if the slide was lost on the way to Dan Wesson, I'd basically be out a pistol. Keith replied that he was simply stating to put it in a $5.00 box and send it. I've been in law enforcement for 32 years and have had my share of faulty firearms, but every manufacturer until now has bent over backwards to make it right. Especially when the fault was clearly on their end. Does anyone else think that Dan Wesson should be picking up the shipping both ways on this issue and furthermore should not tell me that insuring the package is not necessary? Your thoughts are appreciated.
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  #2  
Old 03-20-2017, 02:57 PM
raven312 raven312 is offline
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I totally get where you're coming from. That said, if you belong to a local club or if there's a range that you frequent, why not ask their smith to tighten it up for you? Many will do this for free and you'd be able to enjoy shooting your pistol immediately.
If you feel better sending it in, it's understandable - you paid a lot of money - but DW won't work any magic (in this case) that a local smith can't easily perform.

Sent from my Mate 9. Sorry if I missed any misspellings.
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  #3  
Old 03-20-2017, 03:03 PM
K38 K38 is online now
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DW should pick up the shipping and I'd sure as hell insure it.
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  #4  
Old 03-20-2017, 04:24 PM
sneaky one sneaky one is offline
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I agree that you might be better off having it tightened locally. I appreciate the fact that DW should also take care of it. When I had issues with my new DW last year, they paid the postage both ways both times and they insured the Valkyrie Commander for $850. I figure that must be what they wholesale that gun as it retails for over 2K
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  #5  
Old 03-20-2017, 06:14 PM
rglassma rglassma is offline
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Honestly, I wouldn't trust USPS with my slide. Even if it is insured, there is no guaranteed delivery unless you go priority express. Also, if there is damage or loss, you have to wait at least 60 days before the investigate your case.

If I was going to ship it, I would insist on using fedex. That is what Sig Sauer uses for warranty work. I have sent my slide back 2 times and my full gun back once. No problems what so ever.
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  #6  
Old 03-20-2017, 06:15 PM
The_Watcher The_Watcher is offline
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I would do exactly as they asked and if it lost, you will have a receipt and tracking and I would make them pay. It is not $5 anymore either, more like $7, but...
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  #7  
Old 03-20-2017, 06:28 PM
rbert0005 rbert0005 is offline
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A bit of LocTite and a new roll pin would take care of it.

I am betting that's what they will do.

Bob
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  #8  
Old 03-20-2017, 06:34 PM
Richardw Richardw is offline
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I'm sorry to disagree here. DW has very good service. Let me ask this question. Do you ask a car dealer to pay for your gas to bring the car in for service? It would be great if they did, but they don't. DW has always exceeded my expectations when it comes to service and or custom work. Just my .02
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  #9  
Old 03-20-2017, 06:56 PM
Javelina Javelina is offline
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I've had excellent response from DW anytime I've contacted them. They even agreed to work on a used gun although their warranty stated original owner only. Keith has always been excellent to work with.
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  #10  
Old 03-20-2017, 07:15 PM
Accokeek Accokeek is offline
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I recently had some warranty work done on a colt. They sent an RMA (I believe it is Return Merchandise Authorization) and I packed up the pistol and dropped it off at fedex. They did the repair and returned the pistol, no charge for any of the shipping. So, I would expect the same from Dan Wesson, or any of the well known manufacturers.
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  #11  
Old 03-20-2017, 08:03 PM
rglassma rglassma is offline
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Quote:
Originally Posted by The_Watcher View Post
I would do exactly as they asked and if it lost, you will have a receipt and tracking and I would make them pay. It is not $5 anymore either, more like $7, but...
I believe asking DW to pay for the gun in that circumstance would be an unrealistic expectation. Especially considering the loss occured out of no fault of their own. It seems that DW with the recommendation was trying to minimize the shipping cost to the OP is all. That is just my take on it.

I wouldn't be penny wise and pound fooling giving such an important item to USPS as I said.
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  #12  
Old 03-20-2017, 08:14 PM
jsg34 jsg34 is offline
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Quote:
Originally Posted by Richardw View Post
I'm sorry to disagree here. DW has very good service. Let me ask this question. Do you ask a car dealer to pay for your gas to bring the car in for service? It would be great if they did, but they don't. DW has always exceeded my expectations when it comes to service and or custom work. Just my .02
Well...Where to begin. My Springfield, My Sig(s), and my Remington 11-87 all went back through the years for warranty issues with the manufacturer paying the freight. Same with my Omega Speedmaster. And when I drop off my BMW or my Toyota for any type of warranty or scheduled service, I am offered a loaner on the spot if the car is to be kept overnight. If the car is not operational (as is the case with my pistol) they pay to tow it in. Furthermore, Amazon pays the freight on any return within the specified time period.

I took the gun to my agency armorer and it was handled on the spot, but that isn't the point. Dan Wesson ships in bulk and would pay no more than about $15 to ship the gun back to them. That is worth the goodwill. I won't be purchasing anymore Dan Wesson firearms and I'll give my honest opinion when asked about them. It bothers me even more that they seem to sometimes pay for shipping in an arbitrary manner.

If there is any doubt as to my veracity regarding the situation, I'll be happy to post the email chain.
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  #13  
Old 03-20-2017, 09:08 PM
Richardw Richardw is offline
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You are honestly the only person I have ever heard say that they got a loaner EVERYTIME you needed service on your car. You have been around firearms for 30+ years, I presume you know a front sight is like changing a tire or replacing a lug nut. I guess the dealer would replace the lug nut for you, but not pay for your gas.

You purchased a fine gun, and I believe if you had taken Keith at his word, you would be more than satisfied with the service from DW. However your post #12 takes a very hostile turn. Amazing
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  #14  
Old 03-20-2017, 09:29 PM
hink1911 hink1911 is offline
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I agree with the OP in that i wouldn't be thrilled about paying for shipping but for $15, I wouldn't loose sleep over it... my guess is that you probably would have gotten a free mag or 2 when the slide was returned... On the other hand I don't judge and condemn a person or company because of one tiny slight...
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  #15  
Old 03-21-2017, 08:12 AM
rglassma rglassma is offline
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Quote:
Originally Posted by jsg34 View Post
Well...Where to begin. My Springfield, My Sig(s), and my Remington 11-87 all went back through the years for warranty issues with the manufacturer paying the freight. Same with my Omega Speedmaster. And when I drop off my BMW or my Toyota for any type of warranty or scheduled service, I am offered a loaner on the spot if the car is to be kept overnight. If the car is not operational (as is the case with my pistol) they pay to tow it in. Furthermore, Amazon pays the freight on any return within the specified time period.

I took the gun to my agency armorer and it was handled on the spot, but that isn't the point. Dan Wesson ships in bulk and would pay no more than about $15 to ship the gun back to them. That is worth the goodwill. I won't be purchasing anymore Dan Wesson firearms and I'll give my honest opinion when asked about them. It bothers me even more that they seem to sometimes pay for shipping in an arbitrary manner.

If there is any doubt as to my veracity regarding the situation, I'll be happy to post the email chain.

If you really feel that strongly about it, I would contact DW again, and express this to them directly (if you haven't already done so). It is possible that maybe he was in the throws of some high stress situation and it was an off day. We are all human and don't react the same way all the time.

I wouldn't make an complete judgement based on this single encounter. But, that is your decision to make.

I know that working with the buying public is extremely difficult. Many times, many people think that they should get something for nothing. I'm not saying that is true with you. Please don't take it that way. But, I think if the outcome isn't to your liking, I would give them another opportunity to satisfy you before casting a strong judgement.
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  #16  
Old 03-21-2017, 12:39 PM
Hugelk Hugelk is offline
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Hello JSG,
Dan Wesson-CZ is a very responsive customer friendly company . Dan Wesson has a warranty/ service department that handles situations like yours. There is a warranty request form on their website. Shawn Shastri typically responds within 24hours and YES, They do send a prepaid shipping label for your convenience, FedEx. Can we assume you worked with the customer service department at the other gun manufacturers , or did you email the vice president ?
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  #17  
Old 03-21-2017, 02:45 PM
rglassma rglassma is offline
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Just got some communications from Shawn, and a call back from Andre'. They were both trying to help me pick out the correct fiber sights for my specialist. Both were extremely helpful. So far so goo.
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  #18  
Old 03-22-2017, 12:42 AM
NM Reworks NM Reworks is online now
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I was told not to worry about it because Keith would take care of me. I was disappointed when they wouldn't cover shipping to return my "blemmed" $1400 gun (something slipped past their quality control inspector, but the badly-discolored part on their "flagship" wasn't a blem as far as they were concerned). A big middle finger to me, the sucker.
Sig, without hesitation, sends me the shipping label to return a gun less than half as expensive. S&W, Glock, and Springfield, no problem. So I wait all day for my gun to arrive and it doesn't. I call Dan Wesson the next day to find out where my gun was... DW even made the experience worse by shipping it back to my dealer (instead of to me as all of the others have), so I had to fill out all of the bs paperwork (for a gun I already own) again, pay the stupid fee AGAIN, and wait for a half hour for the morons in the store to find my gun! While Keith may be a great guy to some of the members here, Dan Wesson's QC and customer service sucks! OP, thank you for dredging up my forgotten disgust. This experience will keep me from buying another.
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  #19  
Old 03-22-2017, 11:50 AM
AZ Desertrat AZ Desertrat is offline
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Fortunately have not had to send either of my DW's in for anything....but they should flip the bill for shipping. I know for sure Ruger does...they paid shipping both ways for the 3 times I have had to use them.
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  #20  
Old 03-22-2017, 01:29 PM
ACPete ACPete is offline
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It's flat out wrong for a factory not to cover shipping costs on warranty repairs, end of story.
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  #21  
Old 03-22-2017, 05:34 PM
DS01 DS01 is online now
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DW has paid for shipping on the two warranty issues I've had (Slight wiggle in bushing fit, and side plate loose on a 715).

I note two things:
1) the label came as a separate email from the RMA approval email directly from FedEx. The RMA approval did not indicate if I would receive a pre-paid label, only that if I was to, it would arrive as a separate email.
2) I used the dan Wesson service contact us form.

I wonder if people who had issues, just emailed or called Keith directly, which could circumvent the whole work flow. I could easily see that causing things to be missed.
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  #22  
Old 03-22-2017, 06:11 PM
Bradd D Bradd D is offline
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I've dealt with Shawn on the two occasions I've sent a gun back and both times I was sent a prepaid label.
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  #23  
Old 03-22-2017, 07:34 PM
rbert0005 rbert0005 is offline
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I tend to think it would be a great waste of money and time for a $.02 cent pin.

Bob
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  #24  
Old 03-23-2017, 02:17 PM
Richardw Richardw is offline
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Here is a good example. I changed the sights on a custom Vbob and scarred up the slide. I sent it back (on my dime) for some work and a reblast. They quoted me a number. Now they got the gun on Monday 3/20. Called me today, everything is done and the cost was well below quote. I asked if they were sure that was right because I was quoted more. His response "yes sir, that is correct" To me DW service has been and continues to be top notch.

In my opinion rglassma theory is probably correct, you got Keith on the phone and instead of directing you to the website for returns, he was trying to make it more convenient for you. I hope it works out for you
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  #25  
Old 03-23-2017, 03:01 PM
rbert0005 rbert0005 is offline
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It helps if you don't demand something.

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