Badly pitted barrel on new CW9

spyder · November 4th, 2009, 10:02 AM

Hey everyone, I've been soaking up info on this forum for a while but this is my first post. I greatly respect everyone's opinion here and look forward to seeing what others have to say about this problem.

That being said, yesterday I took delivery of a brand new Kahr CW9. The first thing I did when I got it home was field strip and clean it. As I was cleaning the barrel I noticed the rifling was pitted - severely in some areas and lightly in others. Needless to say I was and am very disappointed, and don't even want to fire my new pistol. I e-mailed Kahr to ask for a new barrel and am eagerly awaiting their response.

As a proud owner of Sig and HK pistols, I know what a barrel is supposed to look like, and this isn't it. I really hope this is not indicative of Kahr's overall quality and that this issue is quickly resolved. My question is has anyone had similar problems with Kahr barrels? Also, should I also call Kahr today to make sure they got my e-mail? Thanks in advance for the feedback guys...

MadMac · November 4th, 2009, 10:12 AM

No comment on the Kahr, but here's a MadMac "ProTip" on how to deal with customer service for ANY company:

Don't kick off the discussion by telling them how you want them to resolve the problem (telling them to "send me a new barrel"). This puts the other person on the defensive, and limits what they may do for you. DO NOT fire the pistol. You have noticed a flaw. If you fire it, that gives them wiggle room to claim it's your fault somehow.

Simply tell them what's wrong and send one of those very helpful pictures. Also, tell them how much you respect the company and how much you had looked forward to this purchase. Don't be weepy, or angry or say you're "disappointed". Don't lecture them about your Sigs and H&Ks. Believe me, they already know about the competition. In fact, it might be better for you to say you're a "new" pistol owner. They want to make and keep loyal customers.

Start the give-and-take by asking them how they can help you and what they recommend. Let them make an offer before you start making demands. You may have already limited yourself. Perhaps they were already willing to send you a complete new firearm and throw in an extra magazine for your troubles. Now they just have to exchange the barrel, because you've already told them what you want them to do.

If they are jerks, then take it up a notch little at a time. If the customer service rep isn't helpful, get the name of a supervisor and speak politely with them. Someone in the company realizes their job hinges on good customer service, and it may not be the first person you talk with about this.

Your approach is poor negotiating.

Just my opnion and worth everything you paid for it.

spyder · November 4th, 2009, 10:26 AM

Point taken Madmac, and thanks for the quick response. When writing my e-mail I assumed a new barrel would be the only logical fix for the problem, but you're right, I could have shot myself in the foot. To be clear, I was respectful in the e-mail and did praise the overall quality of the firearm, but did allow my disappointment to show through. We'll see how it goes.

Rollo · November 4th, 2009, 10:32 AM

Quote:

Originally Posted by MadMac

but here's a MadMac "ProTip" on how to deal with customer service for ANY company
.

This sounds like it was written by someone that has either worked in the customer service industry or who has dealt with a LOT os CS reps. Good advice.

MadMac · November 4th, 2009, 10:33 AM

Emails are fine once you have made personal contact and have a helpful person's email address. Sending emails to a random customer service rep or point of contact created the problem you have. Now you don't know if anyone even read it.

Call first. Be polite, engaging, and funny. Write down the person's name and contact information. If they are helpful, ALWAYS go through them until this issue is resolved. They will feel as if they are personally invested in your happiness. It works. Trust me.

BlueNinjaGo · November 4th, 2009, 10:51 AM

Quote:

Originally Posted by MadMac

No comment on the Kahr, but here's a MadMac "ProTip" on how to deal with customer service for ANY company:

Don't kick off the discussion by telling them how you want them to resolve the problem (telling them to "send me a new barrel"). This puts the other person on the defensive, and limits what they may do for you. DO NOT fire the pistol. You have noticed a flaw. If you fire it, that gives them wiggle room to claim it's your fault somehow.

Simply tell them what's wrong and send one of those very helpful pictures. Also, tell them how much you respect the company and how much you had looked forward to this purchase. Don't be weepy, or angry or say you're "disappointed". Don't lecture them about your Sigs and H&Ks. Believe me, they already know about the competition. In fact, it might be better for you to say you're a "new" pistol owner. They want to make and keep loyal customers.

Start the give-and-take by asking them how they can help you and what they recommend. Let them make an offer before you start making demands. You may have already limited yourself. Perhaps they were already willing to send you a complete new firearm and throw in an extra magazine for your troubles. Now they just have to exchange the barrel, because you've already told them what you want them to do.

If they are jerks, then take it up a notch little at a time. If the customer service rep isn't helpful, get the name of a supervisor and speak politely with them. Someone in the company realizes their job hinges on good customer service, and it may not be the first person you talk with about this.

Your approach is poor negotiating.

Just my opnion and worth everything you paid for it.

Good advice... Sounds like you've read "How to Make Friends and Influence People".... my college professor recommended we all read it, and I'm glad I did... It teaches you basically what MadMac said... Knowing how to deal with people correctly. If you want them to do something (send you a new barrel) then let them come up with the idea, but you can help them along to that idea.

MadMac · November 4th, 2009, 10:58 AM

Quote:

Originally Posted by Rollo

This sounds like it was written by someone that has either worked in the customer service industry or who has dealt with a LOT os CS reps. Good advice.

I'm just a guy with lots of mileage. I used to work in military intelligence (yeah, I've heard the rejoinder - don't bother), and have worked the last decade with sales managers.

Getting what you want from strangers is an art form. My kids can't believe that I often get upgraded to first class on flights - just for asking the right person. I can get free drinks at restaurants and get the chef to bring out complimentary appetizers. I can step off the plane in nearly any country in the world and find a free meal and a bed in a friend's home in less than an hour.

Just last month, my largest piece of luggage finally crapped out on me while I was 1000 miles away from home - closures ruined by abuse and years of airline miles. I got the maker to purchase me a cheap substitute to get me home. When I arrived at home, a brand new upgraded $700 bag was sitting on my porch. Cost to me: $0.00.

I have a very expensive pair of sunglasses I got for hotel stay points. They break every couple of years or so. Even though they only have a two-year warranty, I have managed to get them replaced free of charge for over eight years.

It's just bar-stool psychology.

spyder · November 4th, 2009, 11:08 AM

I got an email back already, which is pretty impressive if you ask me. I was asked to send the barrel in for a swap which I'm more than happy to do. I don't know if things would have gone differently if I took a different approach, but I'm just glad to get this on track to being resolved.

Regardless, for any future dealings with this company or others, I will heed your advice Madmac

MadMac · November 4th, 2009, 11:16 AM

Quote:

Originally Posted by spyder

I got an email back already, which is pretty impressive if you ask me. I was asked to send the barrel in for a swap which I'm more than happy to do. I don't know if things would have gone differently if I took a different approach, but I'm just glad to get this on track to being resolved.

Good for you! I hope your Kahr becomes your favorite. Best of luck.

MM

cvhoss · November 4th, 2009, 12:05 PM

I've bought a bunch of guns in my life and been around even more, but I've never seen a new barrel look like that. I'm glad you didn't shoot it as that looks more like a metallurgical defect than a tooling defect. It looks like Kahr is going to take care of you (as they should) but I would never recommend an email contact for defective merchandise when a phone number is available. A conversation is personal and gives you a chance to gauge the sincerity of the person on the other end towards rectifying your problem.

As long as they take care of you, don't get down on Kahr too much. Mistakes happen in any industry. When I took delivery of my Sig 239 SAS, there were tooling marks on the slide:

A quick call to Sig customer service and they were extremely apologetic and sending me a UPS pick up tag. They also installed rear night sights (it came with front night sights) at no charge for my trouble. Point is, anyone can make a mistake, it's how they handle it that counts.

Best of luck with your new pistol.

Hoss

November 4th, 2009, 12:05 PM	#10
cvhoss Distinguished Member Join Date: Feb 2007 Location: Kansas Posts: 1,791	I've bought a bunch of guns in my life and been around even more, but I've never seen a new barrel look like that. I'm glad you didn't shoot it as that looks more like a metallurgical defect than a tooling defect. It looks like Kahr is going to take care of you (as they should) but I would never recommend an email contact for defective merchandise when a phone number is available. A conversation is personal and gives you a chance to gauge the sincerity of the person on the other end towards rectifying your problem. As long as they take care of you, don't get down on Kahr too much. Mistakes happen in any industry. When I took delivery of my Sig 239 SAS, there were tooling marks on the slide: A quick call to Sig customer service and they were extremely apologetic and sending me a UPS pick up tag. They also installed rear night sights (it came with front night sights) at no charge for my trouble. Point is, anyone can make a mistake, it's how they handle it that counts. Best of luck with your new pistol. Hoss __________________ I ain't as good as I once was, but I'm as good once as I always was Sig 239 SAS 40 S&W / Sig 239 9mm / Kahr PM-9 / Walther PPS .40 / Sig P-245 / Ruger LCP Beretta Tomcat / Walther PPK / BDA 380 / Taurus 85 / Kel-Tec PF-9 / Am. Derringer 357 NRA Life Member My Web Site

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November 4th, 2009, 10:12 AM	#2
MadMac Member Join Date: Feb 2009 Location: USA Posts: 495	No comment on the Kahr, but here's a MadMac "ProTip" on how to deal with customer service for ANY company: Don't kick off the discussion by telling them how you want them to resolve the problem (telling them to "send me a new barrel"). This puts the other person on the defensive, and limits what they may do for you. DO NOT fire the pistol. You have noticed a flaw. If you fire it, that gives them wiggle room to claim it's your fault somehow. Simply tell them what's wrong and send one of those very helpful pictures. Also, tell them how much you respect the company and how much you had looked forward to this purchase. Don't be weepy, or angry or say you're "disappointed". Don't lecture them about your Sigs and H&Ks. Believe me, they already know about the competition. In fact, it might be better for you to say you're a "new" pistol owner. They want to make and keep loyal customers. Start the give-and-take by asking them how they can help you and what they recommend. Let them make an offer before you start making demands. You may have already limited yourself. Perhaps they were already willing to send you a complete new firearm and throw in an extra magazine for your troubles. Now they just have to exchange the barrel, because you've already told them what you want them to do. If they are jerks, then take it up a notch little at a time. If the customer service rep isn't helpful, get the name of a supervisor and speak politely with them. Someone in the company realizes their job hinges on good customer service, and it may not be the first person you talk with about this. Your approach is poor negotiating. Just my opnion and worth everything you paid for it.

November 4th, 2009, 10:26 AM	#3
spyder New Member Join Date: Jun 2009 Location: A blue state for now Posts: 5	Point taken Madmac, and thanks for the quick response. When writing my e-mail I assumed a new barrel would be the only logical fix for the problem, but you're right, I could have shot myself in the foot. To be clear, I was respectful in the e-mail and did praise the overall quality of the firearm, but did allow my disappointment to show through. We'll see how it goes.

November 4th, 2009, 10:33 AM	#5
MadMac Member Join Date: Feb 2009 Location: USA Posts: 495	Emails are fine once you have made personal contact and have a helpful person's email address. Sending emails to a random customer service rep or point of contact created the problem you have. Now you don't know if anyone even read it. Call first. Be polite, engaging, and funny. Write down the person's name and contact information. If they are helpful, ALWAYS go through them until this issue is resolved. They will feel as if they are personally invested in your happiness. It works. Trust me.

November 4th, 2009, 11:08 AM	#8
spyder New Member Join Date: Jun 2009 Location: A blue state for now Posts: 5	I got an email back already, which is pretty impressive if you ask me. I was asked to send the barrel in for a swap which I'm more than happy to do. I don't know if things would have gone differently if I took a different approach, but I'm just glad to get this on track to being resolved. Regardless, for any future dealings with this company or others, I will heed your advice Madmac