Not happy with CZ customer service - UPDATED - and issue solved

[Laars]

Hi Guys,
My writing this and telling CZ about it made them look into what the hell happened. I have to give credit to Cole and CZ, he actually did realize something wasn't making sense after reading my complaint, and found the root cause of the issue.

The parts were not sold out, they were sent to quality to be checked and shouldn't have been placed on the website to sell. They then moved them all to QA for inspection, causing the system to say, out of stock after my order was accepted.

This I understand, and up until the jerking me around happened, It was normal and business as usual.  Cole didn't realize he had just told me something else the day before.  Here is the response from today. Much better way to handle the complete situation. 


Bill,
 
The email I sent out yesterday was a very broad blanket email that went out to every person in our system who had a backorder, close to 100 people. I had to open each one of those orders, copy the email, and paste it into the send to bar on the email, then go through each of the orders again to delete them. All in all this particular task (one of many I had yesterday to help move this transition along) took about an hour and a half. Absolutely no offense to you, but I wouldn’t have recognized your name during that whole process even if I had spoken to you face to face that morning.
 
That being said, I do understand your frustration better now and I would be happy to personally give you a call to collect your payment and get this backorder in the system. I looked up your email from Wednesday and have all your information, you just let me know a good time today to drop you a line and I will have this whole order ready to go, I’d just need a minute of your time for the card info.
 
PS, during the course of me removing these orders yesterday, I found that the majority of the backorders were for only a half dozen SKUs so I requested ETAs/status updates from our Purchasing department who told me they got in some carbine compensators recently but moved them all to QC to do a final inspection before they can send them back over to us for retail sale. That explains the whole root of your order confusion, those parts landed on our warehouse dock which send out the back in stock notifications, then got moved a while later to the QC area which would have them taken them all out of stock. Hopefully they won’t be in there long and we will get them back over here to sell within a few weeks.
 

Cole Fox
Customer Service Manager
CZ-USA | Dan Wesson
Office: 1-800-955-4486 | Alt #1-913-321-1811
 
 
 

[Laars]

To stay on topic..

that’s a great looking Scorpion (I have a similar one!) Sounds like you want to take off the Faux suppressor and add on a comp. I shoot a couple of other 9mm PCC, one with and one without a comp, and honestly your won’t notice much of a difference on muzzle rise. I have not used CZ’s so maybe its different. I use the VG6 comps on 5.56 caliber ARs and they are very good for muzzle control. Might want to consider them as a replacement. You WILL notice more noise in an enclosed area. If you want this for HD and plan on shooting in an enclosed room or hallway consider a linear comp like the Kaw Valley. I used an AR based 9mm with one at an indoor range and noticed the reduction in sound even with ear plugs and headset on compared to my 16” barrel Uzi rifle. If it was threaded I’d get one tomorrow.

I can see why you are a little frustrated at CZ’s online ordering system. Try buying thru Bass Pro/Cabela’s. It takes you all the way through the order then tells you its out of stock once you submit. Or next day you get a back order notice, or 2 weeks get a Cancellation notice, or, my favorite, told its not in stock or available at the store while you are at the counter looking at it. At least CZ customer service will respond back and tell you sorry our system is Wack and we’re trying to fix it and you just got caught in the transition.

Thank you for the suggestion. Your correct, I wanted to remove the Faux suppressor. When I bought it, it was the only one they had. My next step is to SBR it, and put a shorter barrel with a real suppressor on it. I have the suppressor in ATF jail, and should be coming home in the next month or two.

CZ did get back to me after looking into my issue. I posted it as well. They figured out what had happened, and have called me to take my information again, so the part can be shipped out as soon as it is back from QA.

[AZ_CZ]

My next step is to SBR it, and put a shorter barrel with a real suppressor on it. I have the suppressor in ATF jail, and should be coming home in the next month or two.

NICE!

[Togmaster]

Cole seems to be the fixer there.  He took care of an issue I had with a repair. Long story short, sent in a new gun for repair with 2 concerns. It was returned without addressing one of the issues. When I complained Cole contacted me and immediately set up a complete replacement of the gun. The process from start to finish took a while but CZ did the right thing by me.

[Laars]

Cole seems to be the fixer there.  He took care of an issue I had with a repair. Long story short, sent in a new gun for repair with 2 concerns. It was returned without addressing one of the issues. When I complained Cole contacted me and immediately set up a complete replacement of the gun. The process from start to finish took a while but CZ did the right thing by me.

Cole really did step up and find out why it happened. He allowed me to email him and voice my opinion about the issue and why I was upset with how it was handled. He said after reading my email, he went back and looked at the other emails between us, along with my order. He then started investigating. He found a glitch in their system, and he is fixing it.

We had a good conversation today when he called. I told him I understood what happened and thanked him for digging into it. It restored by faith in CZ, because yesterday I was seriously considering dumping the Scorpion just for the way I seemed to be treated. Its nice when things end up the way they are suppose to be.

[Tok36]

Thank you for the follow up Laars, i am glad to hear that things got worked out. May your CZ run flawlessly.

[Laars]

Thank you for the follow up Laars, i am glad to hear that things got worked out. May your CZ run flawlessly.

Thank you...