[ScotchMan]

Thought I'd share this experience in case it helps anyone in the future.

Ordered a P2000sk from Bud's and received it last week. These are completely unavailable in my area, so ordering it was the only way to go. Gun looked good, so I took it home. A little later, a fellow forum member suggested I try out the large backstrap to see if I liked it even better than already-excellent grip I was using.

This is when I noticed, I didn't have any extra backstraps! The case contained the fired casing, lock, paperwork, key, etc, but no backstraps.

I called HK customer service this morning, and spoke to a pretty rude gentleman who essentially told me they didn't have any backstraps (all on backorder) and that it was Bud's job to find the backstrap that they sent and give it to me. There was NO WAY they could have sent the gun without the backstraps, and Bud's MUST have removed it for some reason.

When I asked about being put on a wait list for a backordered backstrap, he responded "what, you want me to send it for free?"

I sent an email to Bud's (tried to call them but their phone system wasn't working well for me, may have been my cell phone, not sure). Got this response:

Regarding your order of course we got the product straight from the manufacturer but we do not open the shipment to keep the integrity of the firearm. this is the reason why we inform each customer to please take your time to inspect all firearms thoroughly BEFORE proceeding with the transfer. Once a new firearm is transfered to you it is considered used, even if unfired. Consequently, we cannot provide a full refund or exchange for new firearms once they have been transferred into your possession. However, upon discovering a defect after the transfer or any item missing with the product, you must contact the manufacturer for replacement or repair(in accordance with manufacturers warranty policy).

Thanks,
Budsgunshop.com

Sooo, I guess I am out of luck. This ranks pretty low on my list of concerns, as the grip feels great on my gun. But its kind of a disappointment that my pricy gun is missing a part, and I am out of luck because HK's service won't work with me. I tend to side with Bud's on this; the gun looked like it had never been handled, and I can't imagine why Bud's would need to open the case and rifle through it before shipping.

If the spirit moves me, I might call HK back later and see if I can get someone more helpful. Or I could just buy a backstrap from hkparts.net. But I probably won't do either.

Don't want to start a fight about HK's CS, just sharing one man's experience. I strongly suspect that some other firearms manufacturers out there would have just sent me a backstrap, regardless of whether or not they were obligated to.

 

[Mattducati]

There is one guy with the HK CS that is a complete jerk. He is rude every time I have called in and had the pleasure of being connected to his phone.

All in all, all of the other HK CS reps I have talked with are fantastic. Its just this one guy who always has a bad attitude.
Sorry I don't have a name, but I do know who you are talking about.

If you call the HK CS back, perhaps you will get connected to one of the other helpful HK CS reps.
I'm sure they will be able to help you get squared away with the issue.

 

[Wolvee]

After everyone sees this problem in this section have a Mod move it to the Hk Customer service section of the board and see if anyone there can help.

 

[ScotchMan]

There is one guy with the HK CS that is a complete jerk. He is rude every time I have called in and had the pleasure of being connected to his phone.

All in all, all of the other HK CS reps I have talked with are fantastic. Its just this one guy who always has a bad attitude.
Sorry I don't have a name, but I do know who you are talking about.

If you call the HK CS back, perhaps you will get connected to one of the other helpful HK CS reps.
I'm sure they will be able to help you get squared away with the issue.

Was the guy you are referring to African American? I could definitely tell the man I was speaking to was.

There is nothing more to this comment than identifying if we are talking about the same guy.

 

[deeHKman]

Scotchman Bud's has sent me the wrong gun, not paid enough shipping so my FFL covered the money or the shipper was sending them back. Plus alot of Bud's customer's had their credit card breached including me. Could not get them on the phone or e-mail's for like 2 day's. They just don't care.

Sorry about this your going thru. I likely talked with the same HK guy i called last week about where to get a new case. One of mine is the hinge is cracked. He thought i was wanting one for "Free". Matt gave me the info.(for black cases) i received them in like 3 day's. I would call back and hope you get someone else. Reason i buy from lahilljack (Mike) Cross Creek gun's now. He would have this resolved in one call. Best of Luck with Bud's or HK....

 

[ScotchMan]

Well this is random.

I just got an email (unsolicited) from HK Customer Service, asking for my address so they could order me a backstrap. I did email them last week, but they said to call CS, so this was not in reply to anything. But they had my email address from the previous exchange.

I can only assume they saw the post here and put two and two together, otherwise this is just a crazy coincidence. In any case, it looks like the issue is resolved, once they get more in stock.

 

[Wolvee]

Very good.

 

[453030]

Regarding your order of course we got the product straight from the manufacturer but we do not open the shipment to keep the integrity of the firearm. this is the reason why we inform each customer to please take your time to inspect all firearms thoroughly BEFORE proceeding with the transfer. Once a new firearm is transfered to you it is considered used, even if unfired. Consequently, we cannot provide a full refund or exchange for new firearms once they have been transferred into your possession. However, upon discovering a defect after the transfer or any item missing with the product, you must contact the manufacturer for replacement or repair(in accordance with manufacturers warranty policy).

Thanks,
Budsgunshop.com

That sure seems odd to me. I would think they would want to at least assure the numbers on the gun match those on the box. If I had to guess, especially after reading deeHKman's reply, I bet that strap was in the box when it left HK. While I don't condone the attitude you received from the HK customer service guy, I do not see it as their problem. Stores need to verify what they receive.

You might have read I changed mine last night to the larger strap and I love it. It was comfortable before but feels more solid now.

 

[TGS]

That's awesome that HK did that for you. It really is.

FWIW, I highly doubt Buds doesn't open their packages. Even still, it doesn't matter if they don't: they've taken possession of it from HK once they put it in their books, so it is their responsibility. They can't take possession of it and then just deny responsibility just because they claim to put their head in the sand.

You should be grateful, because yeah both Buds and HK were initially right.......it is on you after you take possession of it. This isn't unusual in the firearms world.....in the military or LE, whenever you're issued a weapon it happens the same way. Before you sign for possession of the weapon and anything that's suppose to come with it, you inspect it to make sure it's there because as soon as you take possession of it the equipment is on you....even if it wasn't actually there beforehand, because you still signed for it. It's called accountability, and it makes sense.

Good learning point for the future for you: inspect what you expect.

 

[Mattducati]

Glad you have resolution to the issue.

 

[orfeo]

That's awesome that HK did that for you. It really is.

FWIW, I highly doubt Buds doesn't open their packages. Even still, it doesn't matter if they don't: they've taken possession of it from HK once they put it in their books, so it is their responsibility. They can't take possession of it and then just deny responsibility just because they claim to put their head in the sand.

You should be grateful, because yeah both Buds and HK were initially right.......it is on you after you take possession of it. This isn't unusual in the firearms world.....in the military or LE, whenever you're issued a weapon it happens the same way. Before you sign for possession of the weapon and anything that's suppose to come with it, you inspect it to make sure it's there because as soon as you take possession of it the equipment is on you....even if it wasn't actually there beforehand, because you still signed for it. It's called accountability, and it makes sense.

Good learning point for the future for you: inspect what you expect.

THIS ^

It was on Bud's once they received the shipment from HK to make sure all was complete. Then it was on you after you received it from Bud's to make sure all was complete. Whenever something is missing from any shipment, your recourse is to the shipper of the item.

The fact that HK is taking care of it for you is pure good will (and not obligation), and you should be thankful toward them.

On the other hand, if the person you spoke with at HK was rude, condescending, arrogant, or combative without good cause, then you should write a letter to HK and let them know. You should also write a "pat on the back" letter whenever you receive good sservice. Companies often don't know what impression their employees are giving if nobody says anything.

 

[ScotchMan]

It is absolutely on me. I never thought otherwise, and if (when) I hadn't gotten a resolution, I wouldn't have pushed the issue. Bud's makes it clear before during and after the sale that the burden is on ME to inspect before I accept the transfer. I just plain forgot about the backstraps. I was focusing on making sure the gun looked like it was in order, field stripped it, etc. I saw mags, the lock, manual, key, etc, so in my head I said "accessories, check". My fault, no one else's.

However, as someone who works for a company who makes a product, and has worked for other companies that make other products, it is usually in the company's best interests to provide the inexpensive widget for free, as more often than not, it will result in future sales of expensive guns. While I don't feel that HK was obligated to do this for me, I do think it is good customer service, and I am glad that they demonstrated such service. Again, not EXPECTED, and I wouldn't have ASKED (beyond mentioning it on the phone), but I'm very happy that it happened.

Now I get to spread the good word all over the Internet about how HK has great customer service

 

[orfeo]

. . . it is usually in the company's best interests to provide the inexpensive widget for free, as more often than not, it will result in future sales of expensive guns. While I don't feel that HK was obligated to do this for me, I do think it is good customer service, and I am glad that they demonstrated such service. Again, not EXPECTED, and I wouldn't have ASKED (beyond mentioning it on the phone), but I'm very happy that it happened.

Now I get to spread the good word all over the Internet about how HK has great customer service

EXACTLY! Well said, and great outcome.

 

[Pistol Shooter]

That's awesome that HK did that for you. It really is.

FWIW, I highly doubt Buds doesn't open their packages. Even still, it doesn't matter if they don't: they've taken possession of it from HK once they put it in their books, so it is their responsibility. They can't take possession of it and then just deny responsibility just because they claim to put their head in the sand.
Good learning point for the future for you: inspect what you expect.

Fine post TGS.

Glad you got your problem solved OP. :3000000:

Your story makes me feel very lucky to have a 30 yr. relationship with a local gun shop that's been in business since 1959.

Hyatt's prices can be high but they'll negotiate.

Plus they've been around long enough to have great relationships with all manufacturers and can get almost any firearm that's not in stock, PDQ.

Link to Hyatt website FWIW: Hyatt Gun Shop Since 1959

 

[Mattducati]

Ive bought from Hyatts. Great group. I live1 hour south of Charlotte