Alexander Arms Reviews (%countItem)
View Photos
Alexander Arms Rating
Description: GUNS & GUNSMITHS
Address: PO Box 1 Us Army Radford Arsenal, Radford, Virginia, United States, 24143-0001
Phone: |
Show more...
|
Web: |
|
Add contact information for Alexander Arms
Add new contacts
I ordered some repair work done to a firearm they made. After talking to them on the phone they told me that the rifle would be tested before it left their facility so it must be 100% repaired (I could not choose a partial repair). I was also told that if anyone but them worked on the rifle, it would void the warranty and that they don't sell parts anyways.
I sent the rifle in for repairs. They asked me what handguard I had for the rifle as that would determine what type of gas block they installed. I told them that my handguard was NOT a free float type. They recommended a low profile gas block and I agreed with their suggestion.
The rifle came back with the repairs unfinished. The gas block was not pinned in place. The barrel nut (that I sent them) was not installed. There was also no handguard cap, which is required for a handguard that is not free floating. I know they didn't test the rifle after the "repairs" were done as it could very likely blow the barrel off if it was shot right now.
I called to complain and was told that the low profile gas block was for free float handguards only and couldn't work with a handguard cap. The barrel nut was not installed because they thought I wanted a free float handguard setup.
I have been in contact with a manager at their shop via email and she has confirmed that repairs were never finished, the rifle wasn't tested and that the wrong gas block was put on for my setup. She has also stated that they assumed I (or my gunsmith) would just finish it ourselves (even though we don't have access to the parts). She has also told me that they would have to replace all the work they just did (including a new barrel) because the drill into the barrel for the gas block and now a different gas block cannot be installed.
I have offered several solutions on how they could fix this problem, and no offers to fix it have been made. The manager has repeatedly tried to avoid blame for the mix up even though I have thr email transcripts (as does she) on the info I gave, and her suggesting the wrong part.
The customer presented us essentially with parts indicating his gunsmith or coater had “messed up” his barrel. Given his circumstances we wanted to do whatever we could in order to provide the customer with a good outcome. However his warranty was already voided due to the work he had undertaken before sending to us. The upper had been disassembled. I agreed to replace his barrel, gas block and other small parts for a nominal fee. Parts were sent in and during an email string I specifically asked the customer what type of handguard he was having his gunsmith install as this was not provided with the original set of parts. We needed this information in order to provide the correct gas block type. Not knowing what he had and after several emails I suggested that if he did NOT require a picatinny style I would recommend a low profile. He agreed and these parts were fitted and returned. We could not test his upper as it was not fully assembled due to lack of supplied components. Parts were returned to customer who then subsequently complained we had not properly installed the correct parts nor tested the upper. After much back and forth I agreed to take the parts back in and make the necessary adjustments and fully assembly his upper with his supplied parts – this is absolutely contrary to our business model. We do not take after market parts and assemble here in our shop but again I feel we went the extra mile in order for this customer to have a good outcome.
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards