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PTR Customer Service SUCKS!!!

9K views 47 replies 18 participants last post by  gulfstategaurd 
#1 · (Edited)
I bought a 9ct 601 about a month ago. I went to the range to do the break-in procedure the manual suggest. The damn extractor broke at around 180 rounds. I sent an email to PTR and explained to them what happened with pictures and everything. They answered quick and told me they were going to ship an extractor out to me. This was on a Thursday, I sent an email on a Wednesday asking if they were able to ship the part out. They responded with “I’m sorry, it was hectic at the shop. I’ll send the info to shipping so they can get right on that”. This was last Wednesday, today I received an email at 5:20p, which they close at 5p, that they won’t be shipping the part. As soon as I received it, I called the shop to ask why. To my luck, no answer. So I sent an email asking them why they won’t ship a bean size part that fits in a small 3x4 padded envelop and ship it First Class which should be around $3. I mean come on PTR, where’s the Lifetime Warranty you so proudly state all your guns have.

Sorry for this mess guys. I just need to to let you know and get this **** show off my chest.
 
#4 ·
I’m gonna order two tomorrow with Gordon at hkspecialist. Factory German new extractors for $50. I’ve heard nothing but goods things from factory German extractors and not so good from american made ones. I know PTR is american made and maybe that’s why the extractor failed.

Here’s a pic of it.
Ring Finger Hand Thumb Fashion accessory
 
#8 ·
I’m gonna order two tomorrow with Gordon at hkspecialist. Factory German new extractors for $50. I’ve heard nothing but goods things from factory German extractors and not so good from american made ones. I know PTR is american made and maybe that’s why the extractor failed.

Here’s a pic of it.
View attachment 251846
Sounds like an excellent segway into purchasing an HK product and getting the excellent reliability and customer service that comes with it :cool:
 
#7 ·
Agreed! I just bought a PTR 91 MSG from Cabelas (for a steal) and I am getting ready to put it to work this weekend. It is used so I plan to see how much it will hold (not holding my breath). If something breaks, i'd be curious to see what their customer service is all about.
 
#9 · (Edited)
I was going for the HK but the price I got the PTR ($1355 NIB) and the sear ready aspect kinda won me over. But I’ll keep at em and I’ll eventually end up with a German part in there anyways. But still, if you promote “Lifetime Warranty” then that should be a lifetime. I’m the original owner so what’s their deal.
 
#12 ·
Just be aware......

I had extractor break after 700 rounds. Also my firing pin was bent. Good chance it's not just the extractor.





Send it in you will be better off. I sent mine in with a 3 week turn around. I just got it back a few days ago.

Extractor, firing pin and Bolt were all replaced.

There may be more issues than what you think or what you see. Just given you some thoughts.

Something may have caused that extractor aside from poor quality parts. I have not retest ed mine yet but they say they fired 90 rounds and tested fine once these 3 parts were replaced.

Mike


Sent from my iPhone using Tapatalk
 
#13 ·
Well just got an email reply from them after I sent one yesterday asking them to explain why they won’t ship the extractor.

“Yes, I am telling you I am not allowed to ship.”

And I’m guessing that’s that with them. I do hope if anything where to happen with it I can just buy the parts and fix it because if I get real major encounters with it I’m probably gonna cut it in have and go about my way. So now to order an extractor.
 
#14 ·
PTR is a hot mess LOL. Almost need to do the old Bailey gun mod and just replace the entire BCG with H&K right off the bat. I would not touch one of these guns with a 10 ft pole.

Every gun forum I am on has steady reports of problems from different PTR owners. And then the classic "SP5 worth it over the PTR?."
 
#17 · (Edited)
Wait....what the hell? They dont "want" you to send the gun back? You may have already done this but I think I would ask to speak to someone different in an upward direction, as in a supervisor or manager. I just had an instance myself (not with PTR) where I had to call and ask for a part. I wanted to install myself and it was a non critical part (furniture actually). I place my order by phone, and I use specific part numbers on 12/20/19 and a week and a half later no ship notice. I call and talk to the same "rep" and I am told "oh I am so sorry I will get it shipped right now", I again reference the part numbers because I am a little worried based on the service so far. Two days later I get a ship notice. Package arrives and its the wrong part!! I try calling 2 times leaving VMs and I dont get called back. I send an email and I get answered by a different "rep" and I am told just keep that part we will send you the right item. I send them the part numbers and an actual picture of the part. I am told "ok got it" and 4 days later still no ship notice. I email again and I am told "shipping dept is really backed up we will get it out now Sir". Get a ship notice package arrives and well I'll be dam%ed its the SAME WRONG PART AGAIN!! I now blow the phone up and finally talk to a "supervisor" and I verbally describe the part, I also email the pictures and part numbers to him for reference, to his credit he apologized repeatedly and told me "there are issues in the picking and shipping dept" so 2 weeks later I get the right part and a return label for the other parts I told them I did not want nor need. I returned the wrong parts and somewhere around a month to a month and a half I get the right $22.00 part. NEVER again at least until I NEED something right? LOL My point is I intentionally held them accountable....maybe silly to some folks for a $22.00 part but to me I was like OH HELLZ NO....GAME ON!! I hate your having this experience and I am for sure tuned in because I am a PTR owner and I honestly am a little troubled by this....good luck and keep us posted if you decide to MAKE them do right.
 
#24 ·
If you are swapping bolts on your dime if you want to go Less expensive but quality go with RCM or stalk the boards and gunbroker looking for a deal.

IF you want HK go that route. (Others could speak to POF or Zenith)

If HK you will need to decide which generation bolt you are going with. The better developed are the action 3, but the latest and greatest is the F bolt but their costs will reflect that.

Consider your budget and look at where you want to take it.

You will want/need to replace your locking peice if its a PTR. This is the biggest criticism of PTR is their quality control on internal parts so just get the HK or RCM Locking peice at the same time instead of gambling on if it is to spec. Your firing pin spring appears to be an F type so you should be good to go there.
 
#27 ·
.20 is not a true reading, if you have the muscle you can force a gauge in there, you are probably between .18-19 in reality. So try not to overthink it or you will be questioning everthing on your rifle. Swap your bolt, check the gap to verify, and happily enjoy time on the range with it again.
 
#28 ·
parts are readily available for both from multiple sources.

I just installed a action 3 roller wire retainer in an RCM bolt I had acquired. THAT was a learning curve. I had ordered the parts to complete it when another member had posted up an F bolt at a good price. So both the parts and f bolt arrived simultaneously. So the RCM action 3 is going in the spares kit in case of emergency and the F bolt is now on the carrier.
 
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