As anyone who's dealt with just about any gun-related company knows, customer service is almost always above and beyond the call. I've had RCBS send me I don't know how many primer feed arms after I've broken mine, and always without charge. Kimber has given me parts and service for free, long after warranties have expired. The list goes on.
It's not the same in other industries. About three weeks ago I noticed that a screw on my Microtech Makora front-opening switchblade had fallen out and disappeared. The screws on Microtech's are a proprietary design, so you can only get them from Microtech. I called to ask if I could buy a replacement screw, but was told that they don't sell parts. I'd have to send it in. Bear in mind that this is a $450 knife.
I thought this was unacceptable, and said so, but it was like talking to a wall. Then it got worse. They can't just have me sending a switchblade to them. It can only come from active duty law enforcement, military or from an FFL. I don't know any cops or military around here, so an FFL would be the only way to go. So, there would be a $20 transfer fee. Then there would be about $15-$20 in shipping and insurance. Then there's the $15 that Microtech charges just for handling whatever you send them. So, the cost for one little screw would be $50 to $55. I could also take it to an authorized Microtech dealer, but the nearest one is an hour an half away in Birmingham. They're not allowed to get parts either, though, so they'd have to send it in, so I'd still have to pay for shipping and insurance, and spend six hours total driving back and forth, not to mention the cost of gas.
I told the customer service woman that this was outrageous. She said she'd try to do something. Two weeks later she called to say that she was sending me a screw. I thanked her profusely.
The screw arrived today. It's .125" long. The screw I need is .250" long, so the one she sent isn't even long enough to engage the threads in the knife body. It just falls right out of the hole. I know why they sent such a short screw. They use different size screws, and if they sent one that was too long, it could interfere with the knife, and damage or scratch something inside, and then they'd be liable (or so they think). They sent me the shortest screw they had.
So, I called again to see if they'd send another screw. I gave all of the dimensions: five threads, .250" OAL, .100" shank, etc. The customer service woman said she doubted they'd allow her to send another screw. So, I can look at the empty hole every time I handle the knife, or I can pay $55 for a tiny little screw.
I don't know of a single gun-related company that would treat a customer like this.
